CCX agent e-mail

[stanczeli]

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

[anchoudh]

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.

With  agent desktop controls built into the toolbar and display, Agent E-Mail  provides contact centers with an essential feature set that:

•  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,

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_0/configuration/guide/UCCX_BK_U767AC77_00_uccx-admin-guide.pdf

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 !!

[stanczeli]

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

[anchoudh · Accepted solution]

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