09-21-2012 02:57 AM - edited 03-14-2019 10:33 AM
Hi,
I would like to ask you about the CCX 9 (or 8.5) e-mail agent function.
Can it handle the e-mail attachments (send and recieve any format attachment etc. xls, doc, txt)?
If not, where can I find more information about it?
Thanks
Solved! Go to Solution.
09-24-2012 01:18 AM
Hi,
Yes, thats right. CAD agents can send emails with attachments.
Please don't forget to rate all the helpful posts by clicking on the stars below the right answers.
Thanks,
Anand
09-22-2012 04:44 AM
Hi Stanczeli,
Yes, its available with UCCX Premium license.
Please refer the UCCX CAD 9.x data sheets for more information,
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-711694.html
Cisco Agent Desktop and Agent E-Mail (Premium)
Agent E-Mail is an email queuing and response system tightly integrated into the Cisco Agent Desktop Premium and specifically designed for use in the Cisco Unified Contact Center Express platform (Figure 2). Agents with Agent E-Mail skills can review and respond to email messages directed to the contact center. By mixing and matching their independent voice and email states, the agents can control the contact type they wish to handle. Additionally, experienced agents can be configured to review and approve email replies from less experienced agents prior to delivering the response.
• Queues and routes email messages to staffed and skilled agents, helping achieve a balance between email and call-handling activities.
• Facilitates the creation and review of the agent's response, to help control quality.
• Provides a collection of real-time and historical reports that can help you accurately measure your center's email
And also if you refer the "Email Detailed Info report" page 236 onwards in the below link,
Attachments : List of all attachments (file names) associated with this email message.
I think there is no limitation as such interms of type of the attachment.
Hope this helps.
Anand
Please rate helpful posts by clicking on the stars below the right answers !!
09-24-2012 12:37 AM
Hi,
thank you for your answer.
So the agents want to send an email with an attachment they will can do it from the CAD.
It is right?
Thanks
09-24-2012 01:18 AM
Hi,
Yes, thats right. CAD agents can send emails with attachments.
Please don't forget to rate all the helpful posts by clicking on the stars below the right answers.
Thanks,
Anand
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