I have seen and wasted over a month troubleshooting this problem. Here's the workaround but read the next paragraph below on the larger problem. There are a few possible causes for this, including an Exchange defect, but the net effect is that CCX abandons the database record as-is when something goes wrong. This will happen in both the Assigned and Queued folders. Be aware that this will result in permanent data loss as you're dropping email from the database. Historical reports will run as if the email(s) you drop never existed.
- SSH to the CCX server and find the database record for the email:
run uccx sql db_cra select * from EEMActiveEmail where fromAddress like '%user@foo.com%'
Where user@foo.com is the From email address as visible in CSD. This is case sensitive!
- Copy the value from the EMAILUIDONMAILSERVER column (including the leading minus sign, if present)
- Drop that email from the database:
utils uccx eemtables cleanup uid <value of EMAILUIDONMAILSERVER>
You also must use a captial "Y" when prompted. A lower case "y" won't work.
- Login to Outlook Web Access and find that same email, using the from address and RECEIVEDDATETIME from the SQL query to match the exact email message.
- Hover over the sender's name/address (not the subject line) of the email message in the search results. A label will appear telling you what folder that email is in.
- If the message is in the Handled folder:
- Look at the search results more recent than the original email to confirm a reply was sent to the customer. You can do this by hovering your mouse over the newer messages to confirm one of them is in the Sent folder. If it is, double-click it to open and confirm the body is a reply to the email received.
- If you see a reply, no additional action necessary in OWA.
- If you do not see a reply the original email needs to be forwarded to a supervisor to handle it manually so the customer gets an answer.
- If the email is in an agent's Assignments folder you will see a folder label in the format of <email UID>.<csq UID> such as "123456789.7".
- Using the same process as 5.1.1 look to see if a reply has been sent to the customer.
- If you do not see a reply the original email needs to be forwarded to a supervisor to handle it manually so the customer gets an answer.
- You will need to manually delete both the email and the <email UID>.<csq UID> from the mailbox through OWA. Do not delete the username-level parent folder. If a reply exists in the Sent folder that does not need to be deleted.
You need to get off of CAD Email, now. The CAD client and related server-side code has reached End of SW Maintenance and is no longer being maintained. I realized how bad the support situation is for CAD after troubleshooting this and several other CAD Email issues late last year: TAC still has to take phone calls but essentially have no recourse if they can't spot a configuration problem. The code was originally written by Calabrio who ceased to be involved once the End of SW Maintenance milestone was reached. Cisco has the source code but: a) they didn't write it, making it difficult for them to walk in cold and figure out what's broken; b) the log files are incomplete even at debug/trace levels (e.g. lots of the actual IMAP commands and responses aren't shown in the log, only the exception when something goes wrong); and c) even if they can spot a software defect, a patch will not be written.
Every CCX customer needs to move over to Finesse Email as fast as possible. Your only hope of getting a problem fixed is on Finesse.
