Agent E-Mail with Lotus

[Sheraz Saeed Lodhi]

Hi Folks, i need to know if Agnet E-Mail option in UCCX supports IBM Lotus Notes as it supports IMAP and SMTP which is i believe mainly required for Agent E-mail

[Jonathan Schulenberg]

Only what is listed on the compatibility matrix is supported. I asked about this and the answer was they can only support what they explicitly test and have not had sufficient demand to test anything except Exchange. Your best bet is to get the Cisco AM involved here who can re-ask for this on behalf of the customer.

PS- You're right, it is just IMAP and SMTP so it may work. Do you really want to go it alone without TAC support? Based on the crazy amount of bugs in the 8.0 train I wouldn't even think about it personally.

[Sheraz Saeed Lodhi]

Customer has IBM Lotus environment that is why we need to go with it. Secondly you said ammount Bugs so could you sugest which latest patch would be with less caveats. Should i upgrade till UCCX 8.0.2 SU3 and could i check the list of Bugs exist in it .

Thanks

[Jonathan Schulenberg]

We are using 8.5(1) because there were half a dozen bugs that we were hitting in 8.0(2)SU2 which apparently were not included in SU3. We still have four TAC cases open relating to e-mail issues though.

I recognize that the customer only has Dominio mail servers to connect to. What you're suggesting is putting the customer in a state that Cisco will not support them. Personally I think the ends (email queuing) do not justify the means (unsupported configuration) here. Proceed at your own peril.

[Sheraz Saeed Lodhi]

I will try to test this scenario first in lab. Now one thing i need to confirm in CDA Agent E-mail config the Doc says put the username and password of IMAP server following the IP address and port number, so is this the username n password to access the whole sever or this username could be of any user whose mail would be pulled by Agent Email, as i have 5 different mails then how can i configure these usernames in agent e-mail settings for IMAP and SMTp server.

How can i achieve this task.

[Sheraz Saeed Lodhi]

Hi all,

Hi we have configured the Agent E-mail option with IBM Domino and i am getting the mail on CAD but i am facing multiple issues. Here are these point wise.

1-      When I reply to customer the Agent E-mail keep on sending message to customer again and again and when i check the Exchange side it shows all replies in Draft folder rather then Sent Items, so when we delete the all the replies from Draft folder it stops sending more message to customer.

2-      When I try to Transfer or Delete or Re-Queue the e-mail it shows me the error “An error has occurred” nothing else.

3-      I have multiple e-mail addresses and mails are coming on these addresses in exchange and I have configured 3 mail CSQs for all those e-mails addresses but I am only able to get e-mail of e-mail account which I configured in Agent Desktop Global setting while the Cisco Doc says that you can configure as many e-mails you want and use them in different CSQs.

What could be workarounds of all these things and where am I missing some configuration. Any help would be great thanks.

UCCX System version: 8.0.2.11004-12

[Irfan Tariq Javed]

hi

we are able to fix this issue , if anyone interested please ping me or sheeraz . Agent email will never work directly with lotus.

[Hossain Ahmed Ashfaque]

Hi Irfan,

Can you please share the procedure how you made it work? It will be helpful for future projects.

Thanks and Regards,

Ashfaque.

[Waruna Wijewardena]

Hi Irfan/Sheeraz,

Kind let me know where could I find cisco document for Lotus notes Integration.

Also we have UCCX 8.5(1) SU1 , planned to implement email subsystem with lotus notes 8.5

What do you mean by Agent email will never work directly with lotus ?

Appreciate your feedback . thks.

Best regards,

Waruna

[Irfan Tariq Javed]

hi

Lotus is not supported by cisco , we put exchange between UCcx and Lutus notes. if you try to integrate it will integrate but email functions like reply , forwarding etc will not work properly.

UCCX--->Exchange--->lotus notes

regards

Irfan tariq