Cisco Email Interaction Manager (EIM) with UCCX 8.5 ?

Anyone using UCCX 7x/8x with Cisco Email Interaction Manager (EIM) ? Looking for some hands on feedback from someone using it.
I have a customer currently using the free UCCX 7x/8x Express E-mail Manager (EEM)(it came out with 7.0(1)SR4 and adds a FIFO Email CSQ that doesn’t integrate using .aef scripts just Agent Desktop/Desktop Administrator)
They want to prioritize other than FIFO, which it appears Cisco Unified E-Mail Interaction Manager can do. They are looking for recommendations on handling email beyond what UCCX can do. They have stated moving to ICM (UCCE) is not a budget option. They have 16 email CSQs and 18 voice CSQs. The Email CSQ pretty much requires a 1 Email CSQ per Agent ratio due to the way Transfers are done with Emails to individuals, which bumps up against sizing issues/A2Q.

https://supportforums.cisco.com/message/3360647
eGain now offers a multichannel solution that integrates with Cisco Unified Contact Center Express.
For more details, please contact:
Tibor Vari
eGain Communications
Email: [email protected]
Ph #: (201) 236 8353

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Cisco Email Interaction Manager showing strange 'Created On' Dates

Hello All,
Could anyone tell me where EIM gets its "Created On" date and times from? I was looking into some of the Queues on EIM at about 10:50 am this morning and the emails that were in there were showing Creation times of well after 11:00 am on today's date, and I have no clue why.
The system time on the Server running the EIM software has the correct system date and time. I also checked the system time on our Mail server and that was correct as well. I have the ability to view emails that come into the Aliases configured on the Mail server before the Retriever service on EIM collects them and they are showing the correct times on there as well. So I'm not sure where EIM is getting these times form?
If anyone has any thoughts or suggestions it would be much appreciated.
Thanks in Advance,
Matt

https://supportforums.cisco.com/message/3360647
eGain now offers a multichannel solution that integrates with Cisco Unified Contact Center Express.
For more details, please contact:
Tibor Vari
eGain Communications
Email: [email protected]
Ph #: (201) 236 8353

Reassign activities in Email Interaction manager

Hello Mates,
i need to delete an agent in Cisco Email Interaction Manager. This fails with this message. Any ideas how to delete the user?
the user that your trying to delete has some open activities or cases or suggestions in feedback mode. Please reassign them before dewleting this user.
cheers
alex

thank you mate, i could complete all the activities for the user but there is still one case which i cannot close. there are 2 activities in the case but in my current open activities these two activities are not there.
any ideas?
alex

Setting office Hours in Cisco Web Interaction Manager

Hi
I was testing cisco Web Interaction manager for Live chat with the customers. I was getting messages for off office hours.
I want to change the officehours . Is there any place I can change the office hours ?.
I am using Cisco Web and Email Integration ver 4.3.2.3
I am new to this product. Any help on this would be great help for me.
Thanks in Advance,

Page 22 of the guide http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_administration_chat.pdf
Options tab, go to the Off hours section. Set up the text to be displayed when no agents are
available.

EIM Email Interaction Manager, Reports console problem

Hi,
We have problem with Reports Console in EIM system.
When we try to generate report from Reports console we get message "No data found" for every query.
In Troubleshooting Guide for EIM 4.2(4) i found this solution:
"Possible cause
Summary jobs are not active or the summary jobs fail to execute.
Recommended action:
1.    In the active database, run a query on the egplr_scheduled_task_status table, and check the status of each summary job script.
2.    From the SQL Enterprise Manager, verify the schedule of the summary jobs.
3.    Analyze the reports data from the egpl_event_history_casemgmt    table and summary tables for each report."
Table "egplr_scheduled_task_status" is empty, but i don't know what to do
Any idea what would be the issue??
Thanks,
Dusan

What jobs do you see scheduled? Look under MS SQL Agent -> Jobs node in Enterprise Manager. Are there a couple of jobs there like "populatesmy_eGActiveDB" and "populatesmysessionandarticle_eGActiveDB"?
Are they both scheduled, runnable and enabled?
Have you started the SQL Agent?
Have you made the SQL Agent an automatic process?
Regards,
Geoff

Cisco 7200 as managed cpe with mpls enabled

Is there any real network that is using managed CPE (CPE router managed by SP) with mpls enabled (MPLS-TE, VPN) etc.
Is anybody using cisco 7200 as a managed cpe router with mpls.
Thanks.
subodh

with PE router, Service provider handles so many CE routers (of customers).
Managed CPE router will be placed at the customer site and will handle only one customer.
Is there any company/customer that have so big network that they need cisco 7200 at there site and this CPE does MPLS-TE,MPLS-VPN.
could u pl. name some companies that are availing this king of services from service provider.
{as cisco 7200 is also capable of providing voip solution to customer}.

Email Interaction Manager Pop3/IMAP ports

Hi All,
is there a way to change POP3 or IMAP ports on EIM? one customer is using 993 as an IMAP port which i beleive uses SSL.
Thanks in advance,

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Changing the port to use Secure IMAP 993 SSL & Secure SMTP 465 TLS Encryption is not currently supported within CIM Version 4.3(2)
The standard ports for IMAP (143), POP3 (110) and SMTP (25) are all that are supported at this time.
This ability is slated for an upcoming release of CIM, however that release is not yet known.

Cisco Interaction Manager with Finesse 9.1.1

Is it possible to place Cisco Interaction Manager in finesse desktop container as a gadget?
As I have tried to do that but CIM login interface is not displayed on finesse desktop, instead I am getting white display'

I just tested this. If i login as an agent i see the gadget but if i login as supervisor, i do not see the gadget.
Couple of additional questions.
1. How to get this gadget in the home page and not in a seperate Frame
Answer: Need to add the gadget commands under the supervisor frame as well.
2. how to pass the username and password that i enter initially in the finesse login page to CIM?
BTW, this is for PCCE 9.0.3 and CIM 9.0.1 (not integrated yet)
-senthil

[announce] PortalStudio 2.0 with Interaction Management

MONGOOSE TECHNOLOGY ANNOUNCES PORTALSTUDIO 2.0 WITH INTERACTION MANAGEMENT
Vendor-neutral portal platform now includes RealCommunities 2.0
collaboration applications and Interaction Management Web services
Houston, October 22, 2001 - Mongoose Technology, Inc., the company that set
the benchmark for Portal Lifecycle Management and the first company to
deliver a complete J2EET-based portal design, assembly, deployment, and
management solution, today announced Mongoose PortalStudioT 2.0. The
product, which provides an integrated development environment and portal
platform, now includes Mongoose RealCommunitiesT applications and
Interaction Management web services for online collaboration. Using Mongoose
PortalStudio and Mongoose RealCommunities, companies can incorporate
Interaction Management into their portals and Web sites to increase employee
productivity, enhance partner effectiveness, and build customer loyalty.
Delphi Group has defined Interaction Management: "Interaction management
refers to web applications used to cultivate relationships among portal
constituents. These person-to-person web services facilitate group
formation, enhance team collaboration, and empower knowledge exchange
between employees, customers, partners, and suppliers. Interaction
Management helps organizations capture and retain intellectual capital,
reduce employee turnover, increase team productivity, and build customer
loyalty."
"Interaction Management is a critical component of any portal strategy, and
necessary for effectively nurturing online community and user
relationships," says Nathaniel Palmer, Chief Analyst at Delphi Group. "In
PortalStudio, Mongoose provides the first comprehensive set of web services
for interaction management, within a application framework specifically
designed for deploying and managing portal components."
"We provide enterprise applications to the health care industry and
international retailers" said Brian Fox, Vice President of
MySoftwarePartner. "Our customers must provide timely and accurate
information to consumers and to government agencies. We are using Mongoose
PortalStudio to provide more useful information by aggregating our systems
with other corporate applications in the Enterprise Portal. We are
incorporating RealCommunities collaboration applications to improve customer
support and to reduce the cost of gathering and reporting consumer data. "
PortalStudio with Interaction Management
RealCommunities collaboration applications are modular WebComponentsT of the
PortalStudio platform that can be embedded into any Web site or portal. They
are supported by RealCommunities Web Services that provide open API's to
gather, store, and act upon person and activity related data.
"Interaction Management is the set of person-to-person web services that
support online relationships and transactions," says Mr. Palmer. The
RealCommunities Web Services are based on the Mongoose 12 Principles of
CollaborationT, and include Identity, Groups, Reputation, Environment and
Communication.
RealCommunities WebComponents provide structured interactions to support
group goals. These collaboration capabilities can be incorporated into new
or existing portals and Web sites. RealCommunities WebComponents include:
Expertise & Skills Directory - This application facilitates the search
for a person or a group with the expertise, skills, service capability, or
reputation matching the user's needs.
Engagement & Feedback - After identifying an appropriate individual or
group, the application allows the user to negotiate an agreement for a
consultative or service relationship with the provider and subsequently to
rate the quality and usefulness of the provider's services.
Messages & Chat - These WebComponents provide Message Boards, Chat, and
Instant Messaging
Question & Answer - This post-a-question and get-an-answer mechanism
can be a public or private dialog and is used for self-help and support
applications.
File Sharing & Collaboration - Users can access content from WebDAV
(Web-based distributed authoring and versioning) clients and DAV-enabled
software packages such as Mongoose PortalStudioT, Microsoft® Office XP,
Microsoft® Web Folders, Adobe Acrobat®, and Macromedia Dreamweaver®. Thus a
Word® user can directly open documents that are stored in PortalStudio-based
portals.
Review & Recommend - This facility enables community members to provide
opinions and ratings, look at what others are saying, and view a composite
score of any participant or document.
Rewards & Incentives - Reward employees, partners, or customers who
participate in desired online activities. The application can be configured
to promote loyalty by providing incentives and rewards for desired
behaviors. The rules are easy to configure and change as business needs
evolve.
Tests & Polls - This utility enables a service provider or group leader
to ask questions of a population. Rules can be applied to responses to
generate scoring reports or individualized actions, e.g., if pass test, then
update reputation and deliver certification by email.
Companies can enhance their ebusiness effectiveness with Mongoose
RealCommunitiesT Interaction Management applications for increasing
productivity of sales teams, cultivating buyer and partner loyalty,
capturing better market data, and accelerating innovation and time to
market.
PortalStudio 2.0 Delivers Fast Results
Mongoose PortalStudio 2.0 is a visual portal assembly environment that
allows users to quickly and easily design portal components, assemble them
into a portal, then validate and deploy their portal solution to, for
example, BEA WebLogic. The simplicity of PortalStudio 2.0's one-click wizard
for configuring and deploying to environments such as BEA WebLogic is
dramatic. Like a "portal compiler," the PortalStudio one-click wizard
eliminates timely editing of complex J2EE and BEA specific configuration
files.
Other powerful features and capabilities in PortalStudio 2.0 include:
Instant WebSkinT Personalization
The presentation of information can be customized to the individual or
company standards using Mongoose WebSkins. Users can pick an existing
WebSkin from the PortalStudio library and re-brand their Web application or
apply a custom look-and-feel in seconds. With PortalStudio's
"person-to-system" Web services, XML-based content can be aggregated,
categorized, searched, and cached, served up to various display devices, and
personalized depending on browser, browser version, user, role, locale,
display device, language, and custom rules. Altogether, users can build an
application once, access it from many convenient devices, and be greeted by
a personal presentation.
Aggregate Corporate Applications
Corporate applications and databases can be aggregated into the portal with
Mongoose PortalStudio's "system-to-system" Web services for aggregation,
mapping & merging, caching, scheduled queries, and Rules and Alarms.
Mongoose PortalStudio includes WebConnectors for XML, JDBC, JCA, and MS
Exchange.
Enhance Existing Applications
Mongoose's "federated" approach means users can use Mongoose's PortalStudio
to create a portal from scratch and deploy it on a J2EE application server
from any of the leading vendors; maintain and enhance existing portal
applications; or embed Mongoose WebComponents into an existing Web
application. WebComponents included with PortalStudio include Table, Tree,
News, Document Sharing, Document Search, Message Boards, Chat, Instant
Messaging, email, and a MiniBrowser with source code.
Availability and Pricing
Mongoose PortalStudio for BEA WebLogic and Mongoose PortalStudio 2.0
Enterprise Edition are currently available and 30-day free trials are
available at www.mongoosetech.com. PortalStudio 2.0 Enterprise Edition
supports leading J2EE application servers, including BEA WebLogic,
Oracle9iAS, Orion, Macromedia JRun, and IBM WebSphere. The Enterprise
Edition ships with the Standard library of components, plus RealCommunities
WebComponents and Interaction Management Web services.
Mongoose Technology shatters the $100,000 barrier for an Enterprise Portal.
Pricing begins at $3,000 for the PortalStudio Interactive Development
Environment (IDE) that includes a standard library of WebComponents,
RealCommunities Interaction Management WebComponents, a development-only
license of Orion Application server and a 30-day trial of BEA WebLogic. A
development license of PortalStudioT for BEA WebLogic® is available at an
introductory price of $995. The deployment license of the PortalStudio
Platform is available at an introductory price of $35,000 per CPU.
PortalStudio is available directly from Mongoose as well as through its
value-added resellers including: SSI Technologies, eKnowledgeCenter, and
Iconixx.
About Mongoose Technology, Inc.
Mongoose Technology, Inc. (www.mongoosetech.com) is delivering and setting
the benchmark for Portal Lifecycle Management products that are used
worldwide to design, assemble, deploy, and manage ebusiness portals. The
company's products include: Mongoose PortalStudioT Enterprise Edition, a
visual portal assembly environment for the rapid development of customized
enterprise portals on leading J2EE application servers; Mongoose
PortalStudioT for BEA WebLogicT; and Mongoose RealCommunitiesT Interaction
Management applications for increasing productivity of sales teams,
cultivating buyer and partner loyalty, capturing better market data, and
accelerating innovation and time to market. Major customers and partners
include: BEA (www.bea.com), eBay (www.ebay.com), and SSI Technologies
(www.ssi-americas.com). Mongoose Technology, Inc. was founded in 1999 and is
headquartered at 1300 Hercules, #130, Houston, Texas 77058; phone,
281/461-0099; fax, 281/461-0505.
For questions or comments about this press release, please contact:
[email protected]
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Steps:
On CAS server, install the Reporting Point Service Role.
On System Center Configuration Manager Primary Site Server:
Create or edit the sms_def.mof file and configuration.mof file required for MBAM 2.0 manually.
Run MBAM 2.0 Setup and under Topology, choose System Center Configuration Manager Integration.
Select the Feature “System Center Configuration Manager” and proceed for Pre-requisites check.
All Pre-requisites check must be passed and complete the installation successfully.
On Standalone Server: - SQL Server.
Run MBAM 2.0 setup and choose Configuration Manager Integration.
Do not select System Center Configuration Manager feature.
Install the Recovery Database and Audit Database on the Database Server and reporting.
On Standalone - Web Server.
Run MBAM 2.0 setup and choose Configuration Manager Integration.
Select only the MBAM Admin and Monitoring Feature and Self Server Portal on the Web Server.
Manoj Sehgal

Licensing Issue Quality Management 9.0 with UCCX 8.5

Hi guys,
The UCCX compatibility matrix, Cisco WFO System config Guide plus QM 9.0 installation guide all state QM9.0 is compatible with UCCX 8.5(SU3).
We have ordered QM9.0 licenses using part number
L-CCX-90-QM-L-K9=:L-CCX-90-QM-L-K9= : CCX 9.0 Quality Manager Server , 10 Seats LICENSE ONLY
I am unable to add these licenses to our UCCX server as I am getting:
Error: The Cisco Unified CCX Quality Manager Seat feature (2nd line) of xxxxx.lic has unsupported version number (9.0)
Has anyone installed QM9.0 with UCCX 8.5 and if so what licenses did you have to purchase?
Thanks!

I have not done this yet, I was looking into getting the license to do same you are doing. Thanks for the heads up. I will wait to see outcome of your attempt.
My main drive to go to 9.x is to get IE9 32 bit support with the latest 9.x SR as I have a handful of supervisors who have Windows 7 and using it to play back recordings, etc and I'm tired of the compatibility issues and time spent on their PCs to keep it running after they do other updates, etc. Was hoping 9.x with the IE9 and 32 bit support would help with those headaches.

New Entry Point in Cisco Interaction Manager

I have created a new Entry Point in Cisco Interaction Manager for web chat. I used a new Queue and a new Script for the que script selector. I added a new ICM queue script for the chat, a new Dialed Number / Script Selector. When I test the new chat, the entry point works and shows the new entry point name in the CIM agent, but it still queues to the existing queue in ICM, not the new one. Anyone have any idea what I might have missed?
Thanks - Keith

Hey Lara, the emails are not getting queued because they are abnormally handled after success path of Queue to skill group.
please add a wait node, after success path of queue to skill group. set time in wait node to max time you want emails to stay in queue. may be after this you can use another queue or send some label back to CIM, which matches to non IPTA group on CIM.
the same is applicable for Chat as well.
coming to the point at the subsequent chat not routing to the same agent, this one depends on max concurrent task you configure in CIM for Chat queue.
there is config tab in each ICM integrated queue called "Concurrent task limit", this is the one deciding factor on how many concurrent task for each queue an agent can handle.
please try and let me know if that works.
regards
Chintan

I have an imac with IMAP email. have managed to partially sync up my ipad in that I can receive the same emails that appear on my imac but I can't send from my ipad. Any ideas?

I have an imac with IMAP email. have managed to partially sync up my ipad with it in that I can receive the same emails that appear on my imac but I can't send from my ipad. Any ideas?

That sounds like a settings issue to me. Check with your IT depatment to make sure you have it configured properly.

Ask the Expert : Call Recording with Cisco Unified Communication Manager (UCM)

Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about Cisco Unified CM call recording solution that provides the ability to record customer conversations for compliance purpose. This topic will cover an overview, configuration and troubleshooting of the call recording feature.
Monday, January 19th, 2015 to Friday, January 30th, 2015
Harmit Singh is a technical leader with the High Touch Technical Services (HTTS) and Technical Assistance Center (TAC) Unified Communications teams based in Bangalore. He has broad experience in Cisco Unified Communications infrastructure solutions. He has 10 years of experience working with large enterprise and service provider networks. He also holds CCIE certifications (#20012) in Voice and Collaboration as well as Red Hat and VMware certifications.
Mohammed Noorulla Khan is a customer support engineer in High-Touch Technical Services (HTTS) Unified Communications teams based in Bangalore. His areas of expertise include Cisco Unified Communications Manager, Gateways, and Jabber. He has over 6 years of industry experience working with large enterprise and service provider networks. He also holds CCIE certifications (#35741) in Voice and VMware certifications.
** Remember to use the rating system to let Mohammed and Harmit know if you've received an adequate response. **
Because of the volume expected during this event, the experts might not be able to answer every question. Remember that you can continue the conversation in the Collaboration, Voice and Video community, subcommunity, IP Telephony, shortly after the event. This event lasts through January 30th 2015. Visit this forum often to view responses to your questions and those of other Cisco Support Community members.

Hi Maheshwar,
Thank you for your query. Please find my response below:
1> Do we support recording with HCS environment and which 3rd party vendors are validated with HCS based call control 10.1.1?
Answer: Whether you use a standalone UCM cluster, UCCE or HCS, call recording would be supported across the board in the same manner.
Please refer to the following link:
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/hcs-cc/10_0_1/Install_and_Config/CHCS_BK_ICC270D0_00_installing-and-configuring-cisco-hcs/CHCS_BK_ICC270D0_00_installing-and-configuring-cisco-hcs_chapter_011.html#CHCS_RF_T1105284_00
Option
Notes
Recording
All Recording applications that are supported by Unified CCE are supported on HCS for CC. For details, see Recording section in Agent and Supervisor Capabilities.
With respect to which 3rd party vendors have been validated, marketplace.cisco.com is a good place to crosscheck this info. You will find a Cisco Compatible Logo against the partners listed there. The logo is used to signify that the PARTNER product has undergone technical interoperability testing with the Cisco product specified. The interoperability testing is conducted by a third party laboratory based on testing criteria set forth by Cisco. PARTNER is solely responsible for the support and warranty of its product. Placement of the PARTNER product or information pertaining thereto, on the Cisco Marketplace website does not constitute an offer to sell the PARTNER product in any way. For further information on the PARTNER products, please visit the PARTNER company website.
Please refer to the following link and use the search field under Collaboration Technology:
https://marketplace.cisco.com/catalog/search?utf8=%E2%9C%93&search[q]=&search[technology_category_ids]=23%2C24%2C197%2C1940%2C1941%2C1921%2C1576%2C1897%2C1983%2C2418%2C26%2C198%2C1904&search[order]=tier&per_page=20&_=1421663854257&ts=1421663855441
2> Which end points are supported for recording via HCS call control?
Answer: The following link should help clarify this:
http://solutionpartner.cisco.com/web/sip/wiki/-/wiki/Main/Unified+CM+Silent+Monitoring+Recording+Supported+Device+Matrix
Please let us know if you have any follow up questions. Hope this is helpful.
Regards,
Harmit Singh.

Registering with the WebEx Data Center and the Cisco WebEx Node Management System

Dear guys, ...
Please help,
i want to implement to webex node ASR1000, i have read in "Configuring the Cisco Webex Node for ASR 100.pdf", there is prerequisites to implement it, that is "Registering with the WebEx Data Center and the Cisco WebEx Node Management System"
Can someone tell how to "Registering with the WebEx Data Center and the Cisco WebEx Node Management System"
Are there any step by step documentation to "Registering with the WebEx Data Center and the Cisco WebEx Node Management System"?
Thank you
BR

You should have received a PAK Key with your order. Go to Cisco licensing and enter the PAK Key as this will start the process. Once the PAK Key is validated a screen will be displayed to enter your request for ASR 100 integration. It normally takes a few days to a couple of weeks to get the information back from WebEx needed to configure your ASR.
If you did not get a PAK Key contact your WebEx rep to get the process started to integrate your ASR to your WebEx site.
Hope this helps
John

Cisco Unified Communications Manager Attendant Console issue with cucm ver 9.1.1

Dear support,
As we used before Cisco Unified Communications Manager Attendant Console with CUCM version 7.x as now we upgrade to version 9.1.1 and we could not be able to use this service .due to attendant console is not available with cucm versio 9.1.1.
before upgrade cucm ver 7.x from PC user maintain all contact details store with Attendant console software on his desktop PC. right now its give error unable to connect to the server. due to attendant console is not available with cucm version 9.1.1.
So how i can retrieve the user store contact details from attendant console software from his PC desktop .
so please provide you feedback highly appreciate.
Regards
syed

Dear support,
As i check this on user pc c:\program files\cisco\Unified Communications Manager Attendant Console\data\GlobalSettings.xml
I couldn't be able to retrieve the store contact data .most of the user are get effected by this service.
As we do upgrade to cucm versioun 9.1.1 to use of more services but not user are to be get effect by the attendant services like we can't use Attendant console software on CUCM 9.1.1 after upgrade......
so please advice ........... atleast we need to retrieve the user store contact data ...
Highly appreciate for your resposne .....
regards
syed

Cisco Email Interaction Manager (EIM) with UCCX 8.5 ?

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