Agent Email Compatability

Hi,
I'm looking to implement Agent Email and was hoping someone could confirm if version 8.0.2 is compatible with Exchange 2010?
Thanks in advance!

Hi,
It is not officially supported, with UCCX 8.5 it is. Here is the compatibility matrix:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Gabriel

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UCCX 7 agent email in Windows 7

Hi everyone,
I have an email CSQ set up and working for agents using Windows XP machines. We are moving to Windows 7, and in testing, I have gotten CAD working fine for voice contacts, but I can't seem to get agent email in CAD to work with Win7.
I have the correct version of Java installed (1.5.14), and when I start CAD, the email tab acts like it is loading the java app, and says "Please select an E-mail" but the email ready and not ready buttons remain grayed out. I have tried running CAD in XP compatibility mode, but there is no change. CAD log files say "ERROR DAGT3024 Unable to start EEM client controller."
I realize that CAD is not officially supported in Win7 for UCCX 7. I have read other posts that said that they got CAD to "work fine" in Win7, and for all the voice contacts, this is true for me too, but not for email. Has anyone gotten agent email to work in Win7 with UCCX 7? If so, how? Any ideas (besides upgrading to UCCX 8)?
Jon

Yes, you need to enable IMAP on Exchange, and you need to give the user account the IMAP feature access. Use these sample steps to validate that you setup IMAP for your account correctly.
> telnet host.domain.com 143x login username passwordx list "" "*"x status inbox (messages)x select inboxx fetch 1 fullx fetch 1 rfc822.headerx fetch 1 rfc822.textx logout
Use these steps to confirm your SMTP config (Google Base64 encoding to encode your username and password online):
> telnet host.domain.com 25ehloauth loginmail from:[email protected] to:[email protected]: Your Subject LineThe body of your e-mail message goes here.You can include multi-line messages by pressing the ENTER key.When you are finished type the "." on a line by itself, followed by theENTER key.Thanks!.quit

UCCX 10.5 Agent Email - Agents cant send emails with attachment sizes over 50KB

Hi,
We have been trying to get the Agent Email functionality working in UCCX 10.5 for quite a while now. Everything seems to work other than when an agent attempts to add an attachment over 50KB in size. If under 50K, the attachment and email sends just fine. If it's over 50KB and the agent clicks Send, CAD just sits there saying "Sending..." and it never goes through.
I've had the Exchange administrator look through Exchange and validate that the Cisco instructions/requirements were put into place. We can't seem to find anything on the Exchange side.
Thoughts?

I managed to fix the issue with the help of this post
https://supportforums.cisco.com/docs/DOC-17854
Regards
shameer

Agent email help - buttons greyed out at one location

The setup: Two call centers. One in NC and one in CA.
The one in NC, which is where the call center servers are, has no issues with email buttons becoming active.
The one in CA, every morning when the agents login the email buttons will not become active unless the users do the following workaround
Start agent.
Run and IE url that was given to me by Cisco. http://<ipaddress of ccx server/EemUi/index.jsp?port=59015
This will force Java to start and have the java icon appear in the system tray.
Email buttons become active
Close IE window (which make email buttons grey out again)
close and restart agent
Email buttons work.
I only have this issue in the CA office.
I had them ship a desktop to me in the NC office. I connected it and did NOT have an issue. Everything works perfectly here.
Is the issue tied to the distance? Is there some java time out setting I can tweek to make this work.
I didn't have this problem with 8.5 su 2.... it happened after the update to su 3
Anyone seen this? Cisco has no answer.

I bounced this around the office to get some ideas. One question - how long is the CA office waiting for the email buttons to become active? That is, setting the workaround aside, if they wait long enough, do the Agent E-Mail buttons ever become active? The thinking is that could be a factor as the entire applet is around 40 MB. If connection speed isn't great it could take a while to download which would explain the scenario.
Tom

Agent EMail not downloading the mail-IPCCX

IPCCX-7.0(1)SR05_Build504
I have configured the system but still i am unable to retrieve the mail.
I can see the mail in the toolbar. The email status bar shows- Draft.
When i click on the email it shows downloading email, but nothing appears on the Agent Email window.
I have reinstalled the software and update also happened.
No idea why the mail is not getting downloaded.
Regards,
Sandeep

Hi,
Thanks for the reply..
After reinstalling the CAD its showing the state of Email ready and not ready but i cannot change the status ;(
Before, atleast i could change the status and email was showing in the status bar.
Regards,
Sandeep

Agent Email arrival IPC Action ?

Hi there,
Can anyone tell me if an IPC Action can be invoked when an email is received in the CAD Desktop (premium level) Agent Email tab?
I can see examples for configuring IPC Actions for new call arrival and Agent State changes, but what about email?
If email IPC Actions are implemented, then what fields are made available to the IPC Actions (sent over the UDP socket)?
Thanks!
James

Hi James
Not supported I'm afraid. See page 93 here for the massive list of available workflow settings:
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/cadx106-desktop-admin-user-guide.pdf
There are none basically.
Aaron

Agent email

I have express version 7. When using agent email is it possible for an agent to forward the email to another address?
thanks

This feature is not in 7.x, nor will it be in 8.0. At the very least it may appear in 8.5+.
According to Cisco, their stance is this:
This functionality is too "Enterprise" for the Express product, and should you need it they want you to buy the Email Integration Manager software which is much more Enterprise in features.
In short:
There is no way to forward, or CC.

EWS Protocol Support for Agent Email Integration on upcoming UCCX Versions

Hi Everyone,
One of my customer wants to know, In the upcoming versions of UCCX, whether the EWS(Exchange Web Service) protocol is supported for Agent Email Integration or not?
I have done some inital findings for the current versions & it supports only IMAPv4 (for message retrieval) and SMTP protocols (for message sending).
Thanks,
Kumar.V

Hi,
the way I would do it: Remedy would ask UCCX to place the agent into a specific Not Ready state (this prevents incoming calls) and then transfer a task to an agent. When the task is solved, Remedy would check for the number of calls waiting in UCCX and would leave the agent in Not Ready (and ultimately assign another task), or would change the agent state to Available.
If you want interruptible Remedy tasks (the agent is Available all along and when a call is transferred to him, the Remedy task automatically pauses) - I am afraid this is not possible.
About programmatic access to UCCX: if you have never heard about it, it's not easy - you might want to talk to a consultant.
G.

CAD Agent Email stuck in loading

Hello,
We have configured Global Settings for Agent Email functionality, created an email CSQ, associated a Skill with it and assigned that skill to an agent.
When testing Agent Email from a Windows XP box with IE 8 and JRE 1.6.20, everything works like a charm.
From a Windows 7 box with IE 9 and JRE 1.6.20, the Agent Email in CAD stays stuck in loading with an Email Log Out status at the bottom.
Anybody has any insight?
Thanks in advance,
Paulo Silva

Hi Paulo,
Be sure that the correct version of Java is installed on the agent PC, the best way to complete this is to uninstall all Java versions from the agent PC, then load CAD and allow CAD to download the version it needs to work correctly, Java 1.6.0 update 17. Then configure Java for CAD per the following guide, page 76
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf
As you have mentioned on windows XP with IE 8 and JRE 1.6.20 works fine, can you please try
IE 8 and JRE 1.6.20 on Windows 7 and check.
Hope it helps.
Anand
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UCCX 8 agent Email stuck in outbox

Hi,
I have UCCX 8 version 8.0.2.1100 new installation. The UCCX 8 can't send emails trough Exchange 2007. When you login to windows PC with the same credentials used by UCCX and open outlook you can see all messages stuck in the outbox. This happens to auto responses and email responses send from agents.
I have UCCX 7 with different login to this same Exchange server setup identically that works correctly.
Thanks for any help and suggestions ,
Robert

I did get this resolved. The Exchange Connector properties had to be adjusted
Under the Authentication Tab only "Basic Authentication" had to be selected.
See the 2 attached screen shots of my settings.
Hope this helps.
Robert

Agent-email Configuration issue

Hello I have uccx version 7.0(1)SR5
When i try to do the IMAP/SMTP setup on Agent Desktop configuration GUI
When I click on save i get this error
CDAUI2031 Invalid SMTP Server settings. Try again.
I check with the exchage guys and on IMAP we are not doing SSL authentication.
what else could be my problem ?

Hi,
Please have them disable TLS on the IMAP server and SMTP server if it is relevant. The email server cannot even advertise TLS and must only advertise basic authentication.

Configuration Manager Client Agent Backwards Compatibility - Remote Control

Hello all,
I'm not seeing this anywhere so I'll ask it here. Once I complete the R2 upgrade from SP1 and the clients begin to upgrade using the Automatic Client Upgrade option there will be a number of clients upgraded to R2 and a number still at SP1. Do
the client agent components on those that are still at SP1 continue to function? In particular I'm wondering about Remote Control. My thought is the answer is yes. Is there backwards compatibility until all client agents are upgraded?
Thanks!

Yes, there is.
Torsten Meringer | http://www.mssccmfaq.de

Agent email 9.0

When agents receive an email in CAD the message appears like this:
MIME-Version: 1.0 Received: from(organization) ([fe80::9d9e:ec76:e148:1a43]) by (Exchange Server) ([fe80::8895:a69d:a0bb:928b%13]) with mapi id 14.03.0174.001; Mon, 31 Mar 2014 14:40:16 -0400 From: ........
The actual message is embedded somewhere in this. How do we correct this issue??

Hi,
Look like you are hitting CSCua33965 Bug and try the workaround given in the below link.
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCua33965
Regrads,
Gnan.

Agent email IMAP settings

Hello All, This IMAP for agents is driving me crazy. Can someone please confirm my understanding?
Global settings:-
IMAP
Host/IP address - 1.2.3.4
port - 143
username - supportdesk (this is the email account of where I need to get the emails from)
password - password
SMPT
Host/IP address - 1.2.3.4
port - 25
username - supportdesk (this is the email account of where I need to get the emails from)
password - password
CSQ settings
email address that map to this CSQ - [email protected]
I have been assured that IMAP has been enabled globally and on the accounts but still getting the error message about incorrect IMAP settings
Thanks

Did you create a new account for CCX; or, are you giving an existing account that you are trying to pull mail from?
Based on the way you phrased your post it sounds as if you didn't create a new acount.
The Cisco CAD Installation Guide/CAD 8.5 for Unified CM has a section (starts page 65) that explains this integration.
I highly recommend going through that section step-by-step with whomever has Exchange access. There are specific IMAP service settings that need to be set and the guide provides the exact details of what they should be as well as how to configure the account and distribution list(s).
Once you're comfortable with that your next troubleshooting point would be to use an IMAP client (e.g. Thunderbird) and see if you can connect to the mailbox and get/send messages to the DL address (i.e. the account also needs send-as rights for the DL). If that works but CCX still won't, turn up debugs on the EEM service and attach them to this thread noting what time you tried to apply the global settings page and the error returned.

Agent Email Requeuing Priority

Hey, everyone!
Does anyone know the answer to this: If there are multiple emails in a queue, and an agent requeues an email, does that email go to the bottom of the stack, or does it get requeued to the top for the next agent to handle?
Thanks!

Agent E-Mail Routing ExpectationsAgent E-Mail manages the distribution of e-mails to agents based first on the time an agent entered queue, and then on the time an e-mail entered queue. The agent in queue the longest is distributed the oldest e-mail from that agent’s assigned queues, using a first-in-first-out (FIFO) distribution method.
The agent in the queue the longest is routed the oldest e-mail found in all of the agent’s assigned queues. In the event no e-mail is found, the agent is moved to the end of the queue. The agent is not eligible to receive an e-mail again until the agent reaches the front of the queue. If an agent supports multiple e-mail CSQs, the oldest e-mail in those CSQs is routed to the agent.
Please rate the helpful post.

Agent Email Compatability

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