Cisco Cisco Agent Desktop 8.0 Fehlerbehebungsanleitung

Contributed by Abhiram Kramadhati, Cisco TAC Engineer.
Apr 09, 2014

Introduction
UCCX Email Integration with Microsoft Exchange 2010 Throttling Policies Checklist
     IMAP
     SMTP
     Client Throttling

This document describes the process used when Unified Contact Center Express (UCCX) integrates with
Microsoft Exchange in order to provide email functionality. The two protocols used by UCCX are:

Internet Message Access Protocol (IMAP)

• 

Simple Mail Transfer Protocol (SMTP)

• 

The IMAP connection is opened from both UCCX and Cisco Agent Desktop (CAD) clients, but SMTP is
used by the UCCX server only. Apart from the configurations on the UCCX and Microsoft Exchange, the
throttling policies on Microsoft Exchange have to be considered with caution. These policies can cause many
issues, such as:

Agent Email READY/NOT−READY buttons are grayed out

• 

Emails do not route to agents

• 

Agents are unable to retrieve emails

• 

There might be multiple issues, and this document covers some of the most common ones.

The CAD clients and UCCX both open IMAP connections to the Microsoft Exchange server. Every client
login requires two IMAP connections to be open. The connection limit on Microsoft Exchange is an issue
because of the user account used in order to open the account.

For example, the UCCX Email READY/NOT−READY buttons are grayed out.

When this occurs, notice that the Agent Email tab displays Loading and is locked with that message. In order
for the buttons to highlight, the CAD client must open an IMAP connection to the Microsoft Exchange server.
Open a command prompt on the PC and enter:

telnet <ip address of exchange> 143