UCCX email queues

Hi,
We have been in the process of configuring email queues for our CCX 8.5 environment with exchange 2010, all configurations look good now and we are posed with the issue of users being stuck in either email not ready state or email logout state.
The agent email tab in desktop administrator is stuck on loading.
anyone come across issues similar to this?
Regards,
Scott

Hi Scott,
Wanted to verify where the issue is, you wote the following
Scott Brien wrote:The agent email tab in desktop administrator is stuck on loading.
Do you mean when you login to Cisco Desktop Administrator and try to configure the Global Settings? Or do you mean the actual CAD client is stuck loading the Agent Email Applet and no emails are being sent to the agents?
Depending on the exact problem you may want to try a couple of things out;
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
If agents are still not able to receive emails, you may need to add "send as" permissions for the user that is configured in CDA under the Global Settings on Exchange, see page 93
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf
Regards
Joe

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UCCX email queue stuck in "loading"

I just created a new email queue and added it to a test agent and when the agent logs in to CAD the tab for the email queue says "Loading" but it never loads. The phone queue for the test user works normally. IMAP is enabled on Exchange and the service has been restarted.
Using:
Exchange 2013
UCCX version: 10.5.1.10000-24
CUCM version: 10.5.2.10000-5
I am able to telnet to the Exchange server on port 143 with the username/password configured on CDA.
Using Windows 7 and Java 7u51. Tried deleting Java and opened the client and had CAD download the Java version it needed.
Any suggestions would be appreciated.
Thanks

The Cisco CAD Troubleshooting Guide for Cisco Unified Contact Center Express, Release 10.5 covers this on page 101.
Problem Agent E-Mail does not work. The Agent E-Mail applet displays a “Loading...” animation that never completes. If you turn on the Java Console with Tracing, Logging, and Applet life cycle exceptions enabled, you can see the following message during Agent E-Mail start up:
security: LiveConnect (JavaScript) blocked due to security settings.
Cause. With Java 7 Update 25, Oracle introduced a feature that blocks LiveConnect when the user’s JRE does not meet the JRE security baseline. The security baseline is published by Oracle and updated as security vulnerabilities are fixed in newer JRE updates. When the Agent E-Mail applet starts, the JRE checks this security baseline. If the required JRE is higher than the JRE version the user is currently running, or if the security baseline cannot be found and the current JRE is expired, Agent E-Mail no longer works.
Solution JRE 1.7 Update 45 is no longer supported due to Oracle changing the security baseline. You must update to JRE 1.7 Update 51 or later. Future JRE updates might render Agent E-Mail unusable due to the LiveConnect blocking feature and the security baseline. If this is the case, you must perform one of the following workarounds:
■ Update each user’s JRE version to meet the security baseline.
■ Move the security slider of each user’s Java Control Panel to a
setting lower than High
■ Add Cisco Agent Desktop to the Exception Site List. For more information, refer to the following Oracle documentation:
http://docs.oracle.com/javase/7/docs/technotes/guides/jweb/ex ception_site_list.html
■ Create a Deployment Rule Set (DRS) and distribute it throughout the contact center. For more information on how to create and distribute your own DRS, refer to the following Oracle documentation:
http://docs.oracle.com/javase/7/docs/technotes/guides/jweb/de ployment_flow.html#rules

UCCX finesse email queuing without deploying Socialminer

we had a question as part of a UCCX upgrade to 10.5.
Is it possible for us to use Finesse as an Agent to do Email queuing, without needing to setup Socialminer ?
In that case, how would email integration/relay work ? how would Finesse connect with Exchange 2012 ?
Thanks

Hi
No - if you are using Finesse, you need SocialMiner to add all multi-channel capabilities (e.g. chat, email)
If you are using CAD you don't need SM as it uses the legacy service for CAD.
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-center-express_chapter_011.html#UCCX_CN_FD9A570C_00
Aaron

Email going into email queue and not being sent out.

All i have the following code
declare
appuseremail varchar(90);
pospectname varchar(90);
salescontact varchar(90);
salescontactemail varchar(90);
createdon varchar(90);
targetdate varchar(90);
posstatus varchar(90);
statusmsg varchar(500);
bususeremail varchar(100);
sendtolist varchar(4000);
sendtocclist varchar(4000);
begin
-- store the current users email address, so we can send him/her a copy
select email into appuseremail from app_users where user_name = :APP_USER;
select (firstname ||' '|| lastname)into salescontact from app_users where user_id = :P2_SALES_CONTACT;
select email into salescontactemail from app_users where user_id = :P2_SALES_CONTACT;
select email into bususeremail from app_users where user_name = :APP_USER;
-- store the number of users that have been recerted
pospectname := :P2_COM_NAME ;
createdon := :P2_CREATE_DATE;
targetdate := :P2_TARGET_DATE;
posstatus := :P2_COM_STATUS;
-- Build status message on status variable
if posstatus = 'Accepted' THEN
statusmsg := 'The commissions request for customer "'||pospectname||'" has been accepted by '||bususeremail||', and requires your input.</font><br><br> The commission request details are.';
FOR c1 IN (SELECT email from app_users where roleid = (select role_id from app_roles where role_name = 'OPS')) LOOP
   -- Add each user to the email list.
    sendtolist := sendtolist||c1.email||',';
END LOOP;
FOR c2 IN (SELECT email from app_users where roleid = (select role_id from app_roles where role_name = 'BUSINESS')) LOOP
   -- Add each user to the email list.
sendtocclist := sendtocclist||c2.email||',';
END LOOP;
sendtolist := sendtolist||salescontactemail;
sendtocclist := sendtocclist||salescontactemail;
end if;
end;When i run this the first loop gets update and then the second list gets update, but when i go into the admin panel i see the messages are held in the email queue , why is this ?

Hi Ben,
I had the same problem. If you go into the INTERNAL workspace, mail settings, make sure it is pointing to your mail server there and not "localhost". Here is my post:
Send Email Apex 2.2
Thanks
VC

UCCX - email icond not active in CAD

i have UCCX 9.0 with Premium license where i configure an email CSQ but when agent's login to CAD email ready/not ready icon are inactive.
is there any document or check list that i can follow what i miss in the configuration.
Thanks

Have you gone into the CCX Servicability and confirmed that the eMail Subsystem is IN SERVICE? If not, review page 134:
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/configuration/UCCX_Admin_guide_902.pdf
Check the usual culprits:
1. Agent staffed to appropriate skills mapped to appropriate queues
2. CRS Engine fully in service.
3. Might try rebooting the server if all else fails (stupid, but I've seen this work in a lot of cases....like installing TAPS).
Cliff
please rate helpful posts

Email queue on java

Hello, first of all I'm new to Java. We've a service written with PHP which sends a lot of emails to our users. Right now all new email messages added to MongoDB and by cron script(PHP) we send them out. I'm trying to implement a Mail Queue Daemon with Java, so it could process them asynchronous and without cron script. (We need to remove delays with cron, and if we will call php script faster, we will stuck in a concurrency with fetching, sending, removing emails from Mongo)
The question is does Java community have any kind of class I can use or should I write it from scratch? I would appreciate any advices.
Thanks.

Well, sorry for not replying sooner. I wrote a little script, it works as I wanted to and everything good, except the size. I put it on github please take a look maybe i missed something or it can be tune. I tested it with hundreds of emails to be sent, and postfix log showed that for each email my daemon creates new connection. I didn't find how to use persistent connection with JavaMail, but i actually haven't searched it yet &) But what is more important is ps -aux on our freebsd:
PID USERNAME THR PRI NICE SIZE RES STATE C TIME WCPU COMMAND
68094 root 18 44 0 *1208M* 32388K ucond 0 0:01 0.00% java
1G for simple script? this is when it just waiting and not sending mail. How it can be optimized?
2DrClap I prefer to name it daemon because it runs and lives permanent and not using cron. I dunno about threads, but i believe if we will send ~10k and more emails per hour, would be better to use threads, I don't want situation when client registering on site and waiting for five mins when activation email arrives. And as I mention above and as you can see in script we use Mongo, its fast. Really fast. I generate 100k emails for test in ~1 second. So Mongo isn't bottleneck and will never be.

Adding Email Queue Item to Queue from Contact - How can i put the Contact in From Field?

Hi Guys,
A contact completes our webform on our website. The comments box text on the webform goes into a hidden comments box on the contact form which in turn triggers a workflow to create an email message and queue item which adds the email message to a queue for
a response from one of the sales team. I am unable to populate the 'From' field on the email message with the Regarding Contact or Contact details in order for me to be able to just hit reply to answer the query.
Any ideas on how i can acheive this?
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Dave
David Kelly

Hi David using Custom Workflow you can achieve this . Below is the sample code.
protected override void Execute(CodeActivityContext executionContext)
//Create the tracing service
try
//Create the context
IExecutionContext context = executionContext.GetExtension<IExecutionContext>();
IOrganizationServiceFactory serviceFactory = executionContext.GetExtension<IOrganizationServiceFactory>();
IOrganizationService service = serviceFactory.CreateOrganizationService(context.UserId);
ITracingService tracer = executionContext.GetExtension<ITracingService>();
bool isEmailmatches = false;
EntityReference incident = EmailActivityLookup.Get(executionContext);
RetrieveRequest request = new RetrieveRequest();
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request.Target = new EntityReference("email", incident.Id);
string email = string.Empty;
string senderqueue = string.Empty;
string senderqueueFOC = string.Empty;
bool senderqueueOutput = false;
bool senderqueueOutputFOC = false;
Guid SenderQueueId = Guid.Empty;
Entity entity = (Entity)((RetrieveResponse)service.Execute(request)).Entity;
EntityCollection IncommingParty = null;
IncommingParty = (EntityCollection)entity["from"];
for (int i = 0; i < IncommingParty.Entities.Count; i++)
if (IncommingParty != null && IncommingParty[i].LogicalName
== "activityparty")
EntityReference PartyReference =
(EntityReference)IncommingParty[i]["partyid"];
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if (PartyReference.LogicalName == "systemuser")
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Entity User = service.Retrieve("systemuser",
PartyReference.Id, new ColumnSet(true));
// wod_Account = new Entity("account");
email = User.Attributes["internalemailaddress"].ToString();
if (email.Contains("[email protected]") == true)
senderqueue = "Tier 1 Email";
if (email.Contains("ford.com") == true)
senderqueue = "Tier 1 Email";
if (email.Contains(".ca") == true)
senderqueueFOC = "FOC Tier 1 Email - English ";
if (email.Contains("icollection.com") == true)
senderqueue = "Tier 1 Email";
QueryByAttribute querybyattribute2 = new QueryByAttribute("queue");
querybyattribute2.ColumnSet = new ColumnSet("name", "queueid");
querybyattribute2.Attributes.AddRange("name");
// Value of queried attribute to return.
querybyattribute2.Values.AddRange(senderqueue);
EntityCollection retrieved2 = service.RetrieveMultiple(querybyattribute2);
foreach (var c in retrieved2.Entities)
// string Queueid = c.Attributes.Contains("queueid").ToString();
SenderQueueId = c.GetAttributeValue<System.Guid>("queueid");
if (senderqueue != null && senderqueue != string.Empty)
senderqueueOutput = true;
if (senderqueueFOC != null && senderqueueFOC != string.Empty)
senderqueueOutputFOC = true;
this.OutSenderSearchFOC.Set(executionContext, senderqueueOutputFOC);
this.OutSenderSearch.Set(executionContext, senderqueueOutput);
catch (Exception ex)
Helpers.Throw(String.Format("An error occurred in the {0} Workflow.",
this.GetType().ToString()),
ex);
[ReferenceTarget("email")]
[Input("EmailActivity")]
public InArgument<EntityReference> EmailActivityLookup { get; set; }
[Output("OutSenderSearch")]
public OutArgument<bool> OutSenderSearch { get; set; }
[Output("OutSenderSearchFOC")]
public OutArgument<bool> OutSenderSearchFOC { get; set; }
Here i am doing many things but you can see how to rerieve data from activity party. Please let me know for any clarification.
Abhishek

Uccx email agent - supervisor approval before mail is sent

Hi,
we have one customer that would like to make upgrade of their contact center to new version (probably uccx8) and email agent functionality seems very interesting to them. But they would like to know if is it possible that supervisor approve outgoing mail before it is really sent?
so, if email agent gets an email and he answers it, is it possible that answer first goes to supervisor for re-check and afterwards it is sent to a customer?
Also, they would like to know if it is possible to get history call for every inbound call from the same customer? they have some customers that are calling almost every month for the same thing and they would like "to be prepared" for them when they are calling next month
any idea would be appreciated.
BR,
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I'm not sure whether you're referring to the agent getting a call history from that caller; or, seeing patterns in historical reports. If the former, not through CAD; however, you may be able to do an integration with their CRM product so that a record is stored for each call. If the later for historical reporting, some of the raw data is there (e.g. calling number) but there are no reports specifically geared toward showing it. I typically suggest that the IVR prompt the caller for an account number and store that into the database using Enterprise Data which provides more confident data. Either way you would likely want to build a custom report to see what you want. This is explained in the Historical Reporting Administrator and Developer Guide.

Email Queued for sending - Hotmail - Nokia E5

Help!
I can recievce emails from my hotmail account, nut can not send, i have only had the phone 2 days and really need to get this sorted.
I am on orange and rang them twice and they dont know what the problem is.
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help somebody please
i have deleted the mailbox but the icon with the emails still apears
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Hi
All the emails that I have been sending out since friday afternoon (Central African Time) have been queuing up up in my outbox.
Iam still able to receive emails, but not able to send any replys out.
I have restarted my E71 a number of times, but still nothing
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Craig Norman
[email protected]
Cape Town, South Africa

Have you made sure your outgoing settings are correct?
Google for the correct mailsettings, - it could be a incorrect port out for example.

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I had an issue with my SCOM not sending emails out. I was able to resolve this but I want to know how many emails it is going to send out now that the problem is fix. Is there a log somewhere that tell how far behind it is? A SQL view would be helpful also.
Thank,
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Yes I am referring to the emails not being sent. It appears the service got stuck and had to be restarted. After the services were restarted I started getting emails but they were from several hours old. I want to know how many alerts are queued up to be
sent out and are back logged but will be sent over time.
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Error in purging failed workflow emails queue

Hi,
Oracle EBS:11.5.10.2
OS: AIX 5.3
after resolving the workflow issue i had a stopped queue of of around 5000 mails.
to purge that queue I followed the oracle Action plan.
1. Stop Workflow Agent Listeners and Mailers
2. Find the tablespace where indexes on corrid for queue tables are created :
select distinct tablespace_name
from dba_indexes,dba_queues
where index_name like 'WF%N1'
and table_name=queue_table
and name like 'WF%';
3.
update wf_notifications
set mail_status = 'SENT'
where status in ('OPEN', 'CANCELED')
and mail_status in ('MAIL', 'INVALID')
commit;
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sqlplus apps/APPSpw @$FND_TOP/patch/115/sql/wfntfqup APPS APPSpw APPLSYS
when i reuild the queue I am facing with the error:
error faced while running the script(rebuild mailers queue)
PL/SQL procedure successfully completed.
Elapsed: 00:00:02.67
Commit complete.
Elapsed: 00:00:00.01
PL/SQL procedure successfully completed.
Elapsed: 00:00:03.93
Commit complete.
Elapsed: 00:00:00.00
declare
ERROR at line 1:
ORA-20000: Oracle Error = -942 - ORA-00942: table or view does not exist
ORA-06512: at line 281
Disconnected from Oracle9i Enterprise Edition Release 9.2.0.8.0 - 64bit Production
With the Partitioning, OLAP and Oracle Data Mining options
JServer Release 9.2.0.8.0 - Production
appldev@ebtstdb on /ebdevdbh/app/ebprdappl/fnd/11.5.0/patch/115/sql #
regards,

This is the Text forum. This post is in the wrong forum. Any replies should be posted to the following duplicate thread in another forum:
issue in clearing workflow notification

5800 email queued. Can't fix it

I set up an email account using that Text Messaging/default client. I can't get the emails sent. I have gmail and have done all of the following.
Enable IMAP in your Gmail settings.
Select 'Messaging' > 'Options' > 'Settings' > 'E-mail' > 'Mailboxes.'
If you have never set up email on your phone before, select 'Yes' to define a new mailbox. If you already have other mailboxes, select 'Options' and then 'New mailbox.'
Select 'Start' to begin the setup wizard.
Select 'IMAP4' and then 'Next.'
Enter your full email address (including '@gmail.com') as the email address and select 'Next.' Google Apps users, enter your full address in the format 'username@your_domain.com.'
Enter 'imap.gmail.com' as the incoming mail server and select 'Next.'
Enter 'smtp.gmail.com' as the outgoing mail server and select 'Next.'
Select the appropriate access point and then 'Next.'
Enter a descriptive name for the email account mailbox name.
Once your mailbox is set up, select it from the email mailbox settings screen.
Select 'Connection settings' > 'Incoming e-mail.'
Enter your address (including '@gmail.com' or '@your_domain.com') and password.
Select 'SSL/TLS' for your security (ports) and define your port as '993.'
Select 'Back.'
Select 'Outgoing e-mail.'
Enter your email address (including '@gmail.com' or '@your_domain.com') and password.
Select 'StartTLS' for your security (ports) and define your port as '587.'
Select 'Back' and change any other settings according to your preferences.
Check our recommended client settings, and adjust your client's settings as needed
no luck still
I live in US using T Mobile

Actually, this has been SOLVED. I have another question
Why is it that when I want to delete it from the phone server only, it says "Message header will remain"

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Set doc = DOC[queueStats-template.html]
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A hunt group sounds far easier than using CCX here.
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