Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
2-19
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Agent E-Mail
Cisco Unified CCX Agent E-Mail
As part of the Premium offering, Cisco Unified CCX agents can service customer e-mails using the CAD
interface. This capability does not exist with Cisco Agent Desktop- Browser Edition.
interface. This capability does not exist with Cisco Agent Desktop- Browser Edition.
CSD includes real-time displays and information that enable supervisors to manage e-mail CSQs and
their e-mail capable agents. When creating a CSQ in Cisco Unified CCX Administration, you designate
the CSQ as either e-mail or voice. A single CSQ cannot be both an e-mail CSQ and a voice CSQ. Agent
association with e-mail CSQs is done in the same manner as voice CSQs.
their e-mail capable agents. When creating a CSQ in Cisco Unified CCX Administration, you designate
the CSQ as either e-mail or voice. A single CSQ cannot be both an e-mail CSQ and a voice CSQ. Agent
association with e-mail CSQs is done in the same manner as voice CSQs.
The agent states READY and NOT READY for e-mail and voice are independent of each other. An agent
can handle both e-mails and voice calls simultaneously. An agent can receive e-mails only if he manually
moves himself to e-mail READY state. Only agents that have been assigned to at least one e-mail CSQ
will see the e-mail functionality in CAD. Likewise with supervisors; only supervisors that service a team
with at least one e-mail capable agent will see the e-mail functionality in CSD.
can handle both e-mails and voice calls simultaneously. An agent can receive e-mails only if he manually
moves himself to e-mail READY state. Only agents that have been assigned to at least one e-mail CSQ
will see the e-mail functionality in CAD. Likewise with supervisors; only supervisors that service a team
with at least one e-mail capable agent will see the e-mail functionality in CSD.
The Agent E-Mail feature requires the use of an external mail store (Microsoft Exchange 2003 and 2007
are supported). This mail store is not provided, installed, or configured as part of the CAD installation.
are supported). This mail store is not provided, installed, or configured as part of the CAD installation.
Agent E-Mail uses the IMAPv4 (for message retrieval) and SMTP protocols (for message sending).
These protocol types must be enabled in Microsoft Exchange and host/IP information must be specified
using Cisco Desktop Administrator. These protocol types are not typically enabled by default. CAD and
the Cisco Desktop Agent E-Mail Service make IMAP connections to the mail store. Cisco Desktop
Agent E-Mail Service also makes an SMTP connection to the mail store. Agent E-Mail supports both
secure and plain text connections to the mail store.
These protocol types must be enabled in Microsoft Exchange and host/IP information must be specified
using Cisco Desktop Administrator. These protocol types are not typically enabled by default. CAD and
the Cisco Desktop Agent E-Mail Service make IMAP connections to the mail store. Cisco Desktop
Agent E-Mail Service also makes an SMTP connection to the mail store. Agent E-Mail supports both
secure and plain text connections to the mail store.
CAD components (Cisco Agent Desktop and Cisco Desktop Agent E-Mail Service) will connect to the
mail store using a single dedicated mail store account. This account must be created by the mail store
administrator. CAD must be configured to use this account via Cisco Desktop Administrator. This
account should be a dedicated account, and not used for purposes other than the Agent E-Mail feature.
mail store using a single dedicated mail store account. This account must be created by the mail store
administrator. CAD must be configured to use this account via Cisco Desktop Administrator. This
account should be a dedicated account, and not used for purposes other than the Agent E-Mail feature.
While CAD uses a single e-mail account, it can, and typically will, have multiple distribution list
addresses associated with that user. This e-mail account and corresponding distribution lists must be
configured manually by the mail store administrator. Routing information for the distribution list
addresses can then be specified using Cisco Desktop Administrator.
addresses associated with that user. This e-mail account and corresponding distribution lists must be
configured manually by the mail store administrator. Routing information for the distribution list
addresses can then be specified using Cisco Desktop Administrator.
Note
Microsoft Exchange allows you to associate multiple e-mail addresses with an e-mail account.
Administrators may be tempted to use this feature instead of distribution lists. However, Microsoft
Exchange may rewrite the To: address in the incoming e-mail to the primary address of the account,
which then causes the Agent E-Mail feature to be unable to properly route e-mails to agents.
Administrators may be tempted to use this feature instead of distribution lists. However, Microsoft
Exchange may rewrite the To: address in the incoming e-mail to the primary address of the account,
which then causes the Agent E-Mail feature to be unable to properly route e-mails to agents.
Note
Agent E-mail supports secure IMAP connection to the mail store but secure SMTP connection is not
supported. For more details on the specific security settings that are supported see the Cisco CAD
Installation Guide.
supported. For more details on the specific security settings that are supported see the Cisco CAD
Installation Guide.