How did we receive a virus attachment?
Incoming Emails / File Attachments
Our scanning on all hosted mailboxes is performed by Barracuda Networks and they control the definition update frequency. We also scan files that are uploaded to the file attachment server (FAS) as they are uploaded. These definitions are updated daily or more often. Therefore, if a virus is created, but the definitions within the virus scanners do not yet include details for it, then it is possible for a virus to get through to an agent's desktop. As a third line of defense, it is recommended for our customers to also run an anti-virus software on agent desktops.
For this reason, it is possible that Barracuda did not yet include definitions for the virus you received.
For additional information regarding Barracuda and email filtering options, please see the following published answers:
Answer ID 2345: Barracuda Spam filters on hosted Service mailboxes
Answer ID 92: Oracle Service Cloud virus scanning capabilities and email safeguards