Thanh
1. Auto reply message can not display Vietnamese in auto reply message. What I expect is the Unicode, but it send out with IOS-8859-1 charset by default.
Answer : Currently Vietnamese is not supported. The localized languages supported for CIM 4.3(2) are; Chinese (Simplified), Danish, Dutch, English, French, German, Italian, Japanese, Korean, Spanish, Swedish, Brazilian Portuguese, Portuguese, and Russian. NOTE: Chinese (Simplified), Japanese, and Korean user interfaces require operating systems in corresponding languages.
2. I can not type the Vietnamese in the rule text box: like I want to classify email base on Subject (subject contain a Vietnamese word). So I must copy the word from Microsoft Word and paste into the box.
Answer : see above list of currently supported local languages.
-> will CIM support Vietnamese on next version?
Answer : I have searched internal WIKI sites and don't see that language mentioned. However that does not mean it is not on the roadmap. I do not have a definitive list of the future features or supported languages. And truthfully, even if I did have a list of proposed updates I wouldn't be able to comment on them as testing will determine what is finalized and released. I suggest you mention this to your Cisco Account team and have them enter a PERS (enhancement request) to make certain that support of that language is on the roadmap.
3. The agent web loading is quite slow, will it be faster on next version?
Answer : Can't really answer that one unless we know why you are experiencing slowness. There are a lot of reasons for slowness and the cause should be fully investigated before we can measure one version over the other. Not all customers experience slow loading of the Agent UI. I suggest you open a TAC Case for this question.
4. Can we send a file or a picture via chat window btw agent and customer?
Currently, No. You can push a web page using the following instruction;
Sending Web Pages to Customers - During a chat session you can send web pages to customers. You can send web pages only for those chats that come through the entry points for which your administrator has enabled page pushing.
To send a web page to the customer:
1. In the Information pane, go to the Cobrowse section.
2. In the Cobrowse toolbar, in the Address box, type the URL of the page you want to send to the customer.
If your administrator has configured any quick links, you can use them to quickly send the web page to the customer. In the Cobrowse toolbar, from the Quick Links button, select the URL of the page you want to view.
Select a URL - The page is displayed in the Cobrowse section of the Information pane. If this section is configured in the pop-up mode, the web page opens in the pop-up window.
3. In the Cobrowse toolbar, click the Send Page button. The customer receives this page and views its contents.
4. To send another page, repeat steps 2-4.
If the administrator has blocked any web pages then you cannot send them to the customer. The blocked pages do not get pushed to the customer, but you can view them in your view port.
5. When we will have a single signed on because now agent must login 2 time for voice and email/chat?
Answer - Single sign on is currently available. I can direct you to two documents. I will also give you a caveat to research this as much as you can and possibly test it in a lab environment.
Here is why... CAD User Guide, page 61 states, "The integrated browser is not a version of Microsoft Internet Explorer. While the integrated browser and Internet Explorer share the underlying operating systems browser engine, there are many features that are part of Internet Explorer (such as tabbed browsing) that are not available to the integrated browser."
This guide also states... Your administrator can configure specific web pages to display in each browser tab. If the administrator does not do this, the tab is blank.
The problem that I have seen is that pop-up dialog boxes used for CIM open as "about:blank" as they open in TABs in CAD 8.0
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/cad80cceug.pdf
This appears to contrast with the fairly generic statement within the CIM documentation noted here...
CIM 4.3.2 SRND, page 15 states, "The ability for agents to launch Cisco Interaction
Manager within CAD Embedded Browser, and work with email, chat, and voice using a unified interface.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/design/guide/im431srnd.pdf
I strongly suggest that if you choose to use CAD for your single sign-on application for CIM and Cisco_Voice by accessing the CIM Agent UI via the embedded browser.
6. Will CIM support multitenancy for UCC Hosted in the incoming version?
Answer : Explain in more detail what you mean by this question. CIM currently supported multiple Departments which can be as separate and/or as shared as you intend.
7. Are there any way to set that any email send out will automatically delete the last email contain? I want a pure new email only but agent doesn't have to manually delete the old contain before make a reply.
Answer : No. There is currently no method for "deleting" an email at all. To do so you need to archive the activities and then purge them to remove them.
Thanks,
Kim
