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- About egain_karthik
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Member since
03-16-2010
69
Posts
13
Helpful
10
Solutions
Docoding Base64 encoded emails in EIM
in Contact Center
10-10-2012
12:04 PM
10-10-2012
12:04 PM
If it is visible on exchange than it would be an EIM problem since EIM parses the email from the mail server, recently a CDET CSCuc19508 was reported for something similar, please submit a task case and once the content is received we can analyse the same and see if the fix is applicable else we need to address the new condition.
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Created by
egain_karthik
in Contact Center
in Contact Center
10-10-2012
12:00 PM
10-10-2012
12:00 PM
Ig agent gets a call and is interrupted then the buttons are disabled.
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Re: UCCE 9 installation error - SQL Ser...
in Contact Center
08-27-2012
05:18 PM
08-27-2012
05:18 PM
Thank you. I got around this issue. I was not using the correct collation for SQL. I used SQL 2k8 R2 SP1 with (Mixed mode, Built-in Administrator & Latin General with Binary options) to resolve the issue. Earlier I was using default collation (SQL_Latin1_General_CP1_CI_AS)
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07-19-2012
10:25 AM
For 4 and 5 you would need to write some java code and use it as a custom rule to write to another system unless from within your crm you can dip into eGActiveDB and extract the information based on email_address, case_id etc... This would require AS engagement.
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07-05-2012
10:44 AM
Two causes, one could be that port 1433 which is used is blocked or the instance is not listening on this port, second is the collation should be SQL_Latin1_General_CP1_CI_AS installation log under the user folder or installation folder should have logs which will provide the root cause.
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07-02-2012
12:43 PM
In the next release if ICM messaging for agent availability is made available it will be similar to stand-alone where if no agents are available then the off hours will be displayed, today for integrated you can using Java script on .com, 1) Make sure link is available during staffed hours. 2) Configure the time before which it is abandoned in CHAT_WATCHDOG_INSEC = 70 (cisco\eService\config\ipcc\egicm_configuration.properties) 3) To use DRASR scripts to provide real time messages.
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07-02-2012
12:38 PM
By removing the Edit Activity Action from Agent Role, agent will be prevented from making changes.
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06-21-2012
10:59 AM
If entry point is standalone and no agents are available then this is displayed, in integrated you will not get this.
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06-06-2012
03:01 PM
You can use the classification node in the inbound email workflow and based on domain if it matches the from email address create the classification and in the true node use that classification else if false use other. Again as your domain grows this may grow and may become to cumbersome, ex. if you have 100's or 1000's of different domains and you may be better of with a data adapter or custom rule approach but you would need some guidance or AS assistance on this.
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05-29-2012
08:05 AM
If your requirement is for tracking and classification, you can easily achieve this by creating the classifications from the admin console, in the workflow based on the criteria auto classify the emails, you can then run reports or searches on this. P-57 - http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_441/maintenance/cim441adrout.pdf
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05-24-2012
08:08 AM
this is explained in the search guide posted above and attached is a doc.
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05-23-2012
01:34 PM
Yes the different tabs allow you to search by inbound, outbound, you can provide fields to be entered at runtime using ~~prompt and saving the search.
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05-23-2012
11:04 AM
Bandwidth for agent is at http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_432/reference/guide/cim441bom.pdf.pdf page 8 work with tac, slow connections can be analyzed through logs and we can tweak the polling intervals. Also if connection of customer is slow there is nothing you can do to speeden up chat but you can tweak the length of polling to allow these chats without it being disconnected. Web server can also be optimized by following best practices page 83 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/installation/guide/cisco_im431_cce_installationguide.pdf do you know what the concurrent user load is and chat load? this can be obtained from reports. http://docwiki.cisco.com/wiki/Chat_Session_Delays
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05-23-2012
10:58 AM
1.) Page 69 - http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_441/maintenance/cim441adconsole.pdf 2.) Through Activity Search, saved search etc... search is very flexible and powerful. page 38 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_441/user/cim441agent.pdf
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05-17-2012
01:27 PM
The job did not have any qualified activities or cases to archive hence completed but did not archive. The errors can be ignored, it is probably registered as an object.
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Public Statistics
| Date Registered | 03-16-2010 01:02 PM |
| Date Last Visited | 06-28-2019 12:02 AM |
| Total Messages Posted | 69 |
| Total Helpful Votes Received | 13 |
