UCCx 7 email

[JULIO DELGADO]

Hi I need implement the function of email in UCCx 7 premium .
As used IMAP and SMTP, I wanted to know how it works, where the information stored in the agent or if always keep the information in the server, if encrypted or not, etc..

thanks

Julio

[Anthony Holloway]

In UCCX 7, encryption is not supported, if my memory serves.

There is a single exchange account, we'll call it, uccx.email@company.com, which belongs to one or more distribution groups, we'll call on, customerservice@company.com, and each distribution group is associated to a CSQ.

So Agents who login to CAD and are skilled for your e-mail enabled CSQ's will see e-mail buttons in CAD.

UCCX manages the uccx.email inbox via IMAP, and creates folders for organizing which messages go to which queues/agents, etc.

CAD downlaods the e-mail to the desktop in CAD, and the agent can reply to the e-mail from within CAD.

When the agent clicks on Send, it usees SMTP to send the reply to the customer.

That's a pretty good high level.  What else do you want to know?

Here is the install/config guide for Agent E-Mail:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad66ig-cm.pdf (Page 58)

[JULIO DELGADO]

Hi Anthony,

Thanks for your answer, that is very clear but I have more questions....sorry!!!

uccx.email@company.com is a "sync" account ? is one that is registered with the exchange and the others account must be created in the exchange?

Other question, in the PC of the agent, the CAD stored any information about the email ?.

UCCx saves the information in the emails sent and received

Or are stored in the exchange as any email account?

Thanks for your time!

Julio

Julio Delgado

Field Engineer / Uruguay

Logicalis

Tel: +598 2711-3333

julio.delgado@la.logicalis.com

Sarmiento 2629– Montevideo – Uruguay – CP 11300

www.la.logicalis.com

[Anthony Holloway]

uccx.email is a regular e-mail account, with IMAP enabled.

CAD does not store copies of e-mails on the agent's pc.