Release Note для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)
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
Figure 2-5
Cisco Unified CCX Agent E-Mail Components and Interfaces
The following steps describe how an e-mail is routed using the Agent E-Mail feature:
1.
The Cisco Desktop Agent E-Mail Service on the Cisco Unified CCX server connects to the mail
store (IMAP and SMTP) on startup.
store (IMAP and SMTP) on startup.
2.
An e-mail capable agent in the E-Mail CSQ logs in using CAD. CAD connects to the Cisco Desktop
Agent E-Mail Service and to the mail store (IMAP).
Agent E-Mail Service and to the mail store (IMAP).
3.
The agent goes to an e-mail ready state. CAD requests an e-mail from the Cisco Desktop Agent
E-Mail Service.
E-Mail Service.
4.
A customer sends an e-mail to, for example,
sales@companyname.com
.
5.
sales@companyname.com
is a distribution list with Agent E-Mail's account as the only member.
Microsoft Exchange presents the e-mail to that account's inbox.
6.
The Cisco Desktop Agent E-Mail Service has been monitoring the Agent E-Mail's account inbox,
and sees the new e-mail. Based on the routing rules specified in Cisco Desktop Administrator, it sees
that e-mails to
and sees the new e-mail. Based on the routing rules specified in Cisco Desktop Administrator, it sees
that e-mails to
sales@companyname.com
are associated with the E-Mail CSQ and that an agent in
the E-Mail CSQ is in the ready state. The service then assigns the e-mail to the agent and notifies
the agent.
the agent.
7.
CAD receives notification of the assignment and retrieves the e-mail from the mail store directly.
8.
The agent is presented with the e-mail from the customer.
9.
The agent authors a response and presses the “Send” button.
10.
The agent's response is saved to the outbox folder on the mail store using IMAP commands.