UCCX email queues

Unanswered Question
Oct 17th, 2011

Hi,

We have been in the process of configuring email queues for our CCX 8.5 environment with exchange 2010, all configurations look good now and we are posed with the issue of users being stuck in either email not ready state or email logout state.

The agent email tab in desktop administrator is stuck on loading.

anyone come across issues similar to this?

Regards,

Scott

I have this problem too.
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Henrik Larsen Mon, 10/24/2011 - 08:05

Hi Scott

Jep, we have exately the same problem. We have also experienced that an agent is reciving mails and suddenly hangs in loading screen (closing application solves the last issue).

We have done some sniffing on the agent pc and it seems that when the problem is there, the client tries to authenticate to the exchange server but is not accepted due to "NO AUTHENTICATE FAILED" ??. I'm don't quite understand why agent is beeing verified on exchange ?

When CAD is removed and installed again it works fine, even if it's the same MSI package used both times.

We started installation in 8.5 SU1 but ran into issues and upgraede to SU2, but had major issues with this, since XML upload suddenly didn't work and all basic configuration of agent E-mail IMAP and SMTP couldn't be done (different error messages but we never got it up running) so we rolled back to SU1 and configured it there and vent live on system.

E-mail errors leading to TAC case caused us to upgrade to SU2 again after recommendation from TAC, but it still doesn't work properly, since we have the describes issues still.

Last CUP file is installed..

Henrik

scott.brien14 Mon, 10/24/2011 - 14:29

Hi Henrik

Interesting that the client is trying to authenticate against exchange, we removed CAD and re-installed by no joy there.

You mentioned that you are running SU2 again, how are you finding that, is the XML upload functioning after the SU was re-released?

Please let me know how you get on with TAC

Scott

mmoulson1 Tue, 10/25/2011 - 06:40

Hi Scott,

I had the exact problem you described.

I opened a TAC case and the result was the same and Henrik, the client issues were down to authentication.

We upgraded to SU2 and this did fix the problem for us.

Matty

Henrik Larsen Tue, 10/25/2011 - 22:27

Hi Scott

There is a important CUP file that needs  to be installed which fixes the XML issues among others:

We still experience the problem with agents going into loading state after this fix, which according to Matty sould be due to authentication. Matty how did you solve this ? Something on exchange side ?

http://www.cisco.com/cisco/software/release.html?mdfid=270569179&release=

8.5%281%29SU2&relind=AVAILABLE&softwareid=280840578&rellifecycle=&relty

pe=latest

scott.brien14 Tue, 10/25/2011 - 23:11

Hi,

We just installed SU2 and CUP.

Waiting for the system to come back up to test.


Will keep posted.


Scott

scott.brien14 Tue, 10/25/2011 - 23:58

Hi,


We succesfully upgraded to SU2 and installed the COP but still no joy with the email queues, still greyed out and in E-Mail log out state.


Any thoughts on this authentication issue?


Regards,

Scott

Henrik Larsen Wed, 10/26/2011 - 00:04

Hi Scott

Have you tried to generate a new CAD msi file and do a reinstallation of agent ?

Henrik

scott.brien14 Wed, 10/26/2011 - 00:16

All CAD/supervisor/admin files have been re-generated using the desktop client configuration tool.

Henrik Larsen Wed, 10/26/2011 - 02:47

Hi Scott

Not sure what the problem was at the time, but I belive that we had some issues solved by creating a new exchange account, applying this to the alias'es and changing this in Desktop admin.

Might be worth a try ?

Henrik

mmoulson1 Wed, 10/26/2011 - 03:31

Hi Scott,

From UCCX we had IMAP on port 993 and SMTP on port 25.

On the exchange server the connectors are both using TLS with ‘Integrated Windows Authentication’.

Hope that helps!

Matty

scott.brien14 Wed, 10/26/2011 - 05:06

Hi Matty/Henrik,

I will give both your options a try, I do remember something around imap and using port 993 rather than default and it was working, however this was a while back in 7.0 SR 5. And a different exchange environment.

Will let you know how I get on.

Regards,

Scott

Henrik Larsen Fri, 11/04/2011 - 03:02

Hi Scott

We still have issues with Agent E-mail and experience agent that work fine, sometimes can't delete files (which are deleted on exchange but remains in agent and agents that have grayed out e-mail icons.

Were you able to solve your problems and if so, what did you do?

Henrik

richard@vmtech.... Sun, 11/06/2011 - 21:15

Hi Guys,

We have recently been through similiar issues trying to get our email queues to work, and were facing CAD email icons greyed out (we are on UCCX 8.5.1). The resolution to our issue was neither found in the documentation or from TAC. We managed to narrow down the issue to a Exchange IMAP problem using wireshark where we could see that CAD is repeatedly trying to authenicate.

So here was the fix... in MS Exchange (we use 2007) the IMAP defaults only accept 10 similtaneous IMAP connections per user. In our environment we have configured UCCX to use a single mailbox user, and found that we were hitting the IMAP limitation resulting in CAD login issues (buttons greyed out). We increased the Exchange IMAP limits from 10 to 100, and problem was solved!

Hope this helps, as it was a major hassle for us!

Henrik Larsen Mon, 11/07/2011 - 01:10

Hi Richard

In the CAD installation guide for Exchange 2007 on page 92 is says:

IMAP Connections per User

By default, the maximum number of IMAP connections per user in MS Exchange 2007 is 10. Every agent and the E-mail Service uses the same user ID, so this number is far too low. It is recommended that the number of IMAP connections is increased to 2,000 (I'm quite sure this has been raised from 1000 to 2000 recently)



But we are running Exchange 2010 and have done this setting on exchange 2010 (maximun connections from a single user = 1000 ) but still experience errors where agent imtermittendly can't login on exchange. We can se the problem with a command promt and a telnet connection to the exchange; sometimes it works and sometimes it doesn't.

Will try to raise max to 2000 as I think this is new info.



Henrik



scott.brien14 Mon, 11/07/2011 - 22:44

Hi Guys,

I’ve ensured the mac settings for imap has been configured, the main issue causing this now is the following error message:

2011-11-07 17:35:17,604 FATAL EEM1003 Cannot connect to IMAP service: javax.mail.MessagingException: Unrecognized SSL message, plaintext connection?;

nested exception is:

javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection?

2011-11-07 17:35:17,604 WARN EEM3000 Could not make secure IMAP connection.

2011-11-07 17:35:17,665 INFO EEM0000 Trying non-secure connection IMAP server failed to connect to any service.

It is telling us that these credentials are incorrect, however we can create a mail profile in outlook and successfully login using CLI with the above credentials and username

We are digging deeper with CDA CCX logs now,

Will keep you posted

Regards,

Scott

richard@vmtech.... Mon, 11/07/2011 - 23:22

@Henrik

I must have missed the imap info in the docs, apologies to Cisco for false accusation of missing content! Also pitty that my issue is not the same for you. Seems like you are hitting an Exchange issue as if you are having problems with imap over basic telnet. Might it be worth running up a new Client Access server to test a fresh imap config? Just an idea.

@Scott

I would suggest switching your imap authenication over to plaintext in exchange. This is done via a powershell command - not sure if it can be done via GUI. I am not even sure if UCCX supports encrypted IMAP sessions? However I would at least try and get it working unencrypted first, then switch over to encrypted if you need it.

Anyways good luck guys

scott.brien14 Mon, 11/07/2011 - 23:32

Thanks Richard,

I’ll have our exchange guys to give that a go for me, seems error and what you describe seem to go hand in hand.

As always, will keep you posted.

Scott

joesnyde Tue, 11/08/2011 - 04:29

Hi Scott,

Wanted to verify where the issue is, you wote the following

Scott Brien wrote:

The agent email tab in desktop administrator is stuck on loading.



Do you mean when you login to Cisco Desktop Administrator and try to configure the Global Settings? Or do you mean the actual CAD client is stuck loading the Agent Email Applet and no emails are being sent to the agents?

Depending on the exact problem you may want to try a couple of things out;

Be sure that the correct version of Java is installed on the agent PC, the best way to complete this is to uninstall all Java versions from the agent PC, then load CAD and allow CAD to download the version it needs to work correctly, Java 1.6.0 update 17. Then configure Java for CAD per the following guide, page 76

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf

If agents are still not able to receive emails, you may need to add "send as" permissions for the user that is configured in CDA under the Global Settings on Exchange, see page 93

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/troubleshooting/guide/cad85ccxtg-cm.pdf

Regards

Joe

scott.brien14 Tue, 11/08/2011 - 05:34

Hi Joe,

The issue here lies with CAD and the user being places in email log out or email not ready and being unable to change between email not ready and email ready.

I will try removing java and CAD and re-installing as suggested and also add the send as permission on exchange side,

Will let you know how we get on.

Regards,

Scott

Henrik Larsen Tue, 11/08/2011 - 05:08

Hi Scott

Found this in CAD troubleshooting guide page 90:

Problem

I'm sure my login is correct, but I still can't get logged in to IMAP, even though it works in Outlook.

Solution If outlook works, but Telnet does not, it is probably because the account you are using to log in is an NT domain account. When logging into IMAP you need to specify the login as follows: NTDOMAIN/NTACCOUNT/ALIAS For example, if your e-mail address is "Jane.Doe@myserver.com", your Windows NT login name is "jdoe", your NT domain name is "mydomain", and your Exchange mailbox name is "Jane Doe", you would then need to use a username of "mydomain/jdoe/Jane.Doe" when logging in.

Henrik

scott.brien14 Tue, 11/08/2011 - 05:31

Hi Henrik,

Unfortunately we are using the domain/username/alias for CDs configuration and it is working through outlook and telnet.

We will test the clear text authentication on exchange and see where that leads us.

Regards,

Scott

Henrik Larsen Tue, 11/08/2011 - 05:42

Hi Scott

I have same problems as you it seems.

With IMAP over 143 the login is rejected most of the times (even if done via telnet command from client PC) but when lucky and connection is OK agent is email ready and can answer mails. Though some agent gets stuck in E-mail logged out and other experience problems deleting a mail which then gets stuck in inbox even if it's deleted in Exchange.

With IMAP over 443 agents login seem ok in logfile, but agent cant get list of emails and icons are grayed out

EEMUI3002 The Applet could not load the list of assigned emails.

When asssgning IMAP server on port 443 I can't use hostname, only IP adresse is accepted.

So lots of fun :-)

Henrik Larsen Tue, 11/08/2011 - 06:25

Scott

Got it working now on port 993 vith help from an exchange specialist. Don't have the full solution yet (will post it when I do) but there were some issues with certificates.

Agents are now able to login when agent starts (email icons active) and e-mail handling is very much faster. When it was vworking before it took anywhere from 2-5 minuter between mail assignments to agents from the queue.

Setup with port 143 is dropped, just doesn't wok properly.

Henrik

Henrik Larsen Tue, 11/08/2011 - 07:28

Scott

Runs like a charm now I'm no exchange expert so below is cut from description i recieved.I'm sure your exchange guys knows what to do from this?

Before:

UnencryptedOrTLSBindings  :{0.0.0.0:143}

SSLBindings                       : {0.0.0.0:993}

InternalConnectionSettings   : {xx-EXCH.xxxxxxxxx.xx:993:SSL, xx-EXCH.xxxxxxxxx.xx:143:TLS}

X509CertificateName            : xx-EXCH.xxxxxxxxx.xx

LoginType                           : SecureLogin

Now:

Create new DNS A-Record "imap.xxxxxxxx.xx" to exchange server ip adress (y)

UnencryptedOrTLSBindings  :{y.y.y.y:143}

SSLBindings                       : {y.y.y.y:993}

InternalConnectionSettings   : {xx-EXCH.xxxxxxxxx.xx:993:SSL, xx-EXCH.xxxxxxxxx.xx:143:TLS}

X509CertificateName            : imap.xx-EXCH1.xxxxxxxxx.xx

LoginType                           : SecureLogin

Henrik Larsen Tue, 11/08/2011 - 07:34

Hi again

After these settings the existing wildcard certificate is attached to IMAP servicen and MSexchangeIMAP serveice is restarted.

Agents restart CAD application and then it runs (hopefully)

Let me know if it worked at your end...

Regards Henrik

scott.brien14 Tue, 11/08/2011 - 14:17

Hi Henrik,

I have sent this info to our exchange team, I will advise once tested how this went.

Thanks for your help on this one.

Regards,

Scott

Henrik Larsen Tue, 11/15/2011 - 00:33

Hi again

Sorry to say that we still have issues with this. Agents keep going in loading or not beeing able to delete mails.

We have tried to remove all java from client and install only version 1.6.0_20, which according to compababillity matrix is the latest supported.

Did you manage to get your mail clients running ?

Henrik

scott.brien14 Tue, 11/15/2011 - 01:27

Unfortunately not, we are having issues with the secure imap in our dev lab, we are waiting on a reply from TAC on this one and will go from there

Regards,

Scott

scott.brien14 Mon, 11/21/2011 - 15:35

Hi Henrik,

Have you had any joy with this lately? We haven’t had much time to work on it, however we may have this sent to the development team at Cisco if our current TAC engineer cannot resolve issue.

Will keep you posted.

Scott

Henrik Larsen Tue, 11/22/2011 - 07:58

Hi Scott.

No, we still have problems. Sometimes agent can answer mail, other agents can't login, some get stuck in loading. We have an open TAC case, but I'm not updated on progress. Think we may need to raise to prority 2 soon.

Are you running on Exchange 2010 also ?

Henrik

scott.brien14 Tue, 11/22/2011 - 13:11

Hi Henrik,

That’s a shame, yes we are running exchange 2010 also.

Regards,

Scott

Henrik Larsen Thu, 11/24/2011 - 05:08

Hi Scott

We have changed our e-mail accounts back to Exchange 2003 to verify if it works here. We had issues configuring SMTP setting which were solved by activation Basic Authentification on Exchange server. According to documentation it should be working with No authentication or Basic Authentification, but thats not the case according to this bug id :CSCtu28025, which seems to be correct as it's working now.

We have agentes testing on java versions 1.6.0_20, 1.6.0_27 and 1.6.0_29 and so far we haven't seen problems on any of them and have primarially tested on 1.6.0_29 jave based agent.

We will test for a while before switching our mailboxes back to Exchange 2010 and test again there.

Regards

Henrik

Henrik Larsen Fri, 12/02/2011 - 04:43

Hi Scott (and others using e-mail on UCCX)

Since we activated basic authentification on Exchange 2003 e-mail has been deliverede to email CSQ in UCCX. However we still experience that mails remain in the UCCX queues, even if agent are e-mail ready (both in agent and also in supervisor.

We did some testing and found what cause this and i wonder if anyone else has seen this behaviour:

  • When agent is placed in not ready state due to missed ICD call,  e-mail agent is in ready state but doesn’t receive e-mails from CSQ  before having been not ready and ready state again.

I  would expect that when agent misses a call both voice and email should  be set to not ready? Functionality correct but display is wrong

  • When agent is placed in not ready state due to outgoing call on  agent line, e-mail agent also goes not ready and when call is finished  it goes ready again but doesn’t receive e-mails from CSQ before having  been in not ready and ready state again.

Display correct but functionality is wrong

  • When agent is receiving ICD call e-mail agent is placed into not  ready state and when call is finished agent is automatically placed into  E-mail ready again, but doesn’t receive e-mails from CSQ before having  been in not ready and ready state again.

Display correct but functionality is wrong.

Henrik

f.dilalla Wed, 02/29/2012 - 07:04

Hi Henrik,

after an upgrade to 8.5 I have the same experience on my customer Agents.

Have you resolved this behaviour?

My agents are confused about this issue and until now, their action is to closing and opening the CAD everytime it happens

The Exchange server is 2003 and I can migrate it to 2010 if necessary

Thanks

Franco

Henrik Larsen Wed, 02/29/2012 - 07:50

Hi Franco

Cisco will deliver a fix for this E-mial issue before 2012.03.19 I have been promised. Until then I have made diabled the functionallity so that agent go Email not ready when receiving a voice call just as in version 7. I have made a workflow that activates on all calls that pops up on screen reminding agents to go E-mail ready again, when a call is dropped.

I'm affraid thats the best (and only?) workaround until fix is available

Henrik

f.dilalla Wed, 02/29/2012 - 12:52

Thanks Henrik,

do you know other issue with exchange 2003 and 2010 joined in the same domain or any issue with this new java version?

Now we are using a mailbox stored on 2003 but asap we are moving to 2010. With older CAD the system worked fine but not now and the Agent are very frustrated.

They told me that this issue is not the same of your, similar but not the same. So now I have to investigate on this issue.

Any idea or know bug ?

Thanks a lot

Franco

Henrik Larsen Wed, 02/29/2012 - 23:53

Hi Franco

I'm not quite sure which errors you are referring to, but there is a description here from Cisco about agent states:: http://www.cisco.com/en/US/ts/fn/634/fn63487.html

We also have 2003 / 2010 exchange in same domain and currently user 2003 for E-mail queues. When all errors in UCCX has been solved, we will move to 2010.

I haven't been able to pinpoint any issues on agents depending on their Java versions, it's seem to be running fairly stabile on 1.6.0.20 as well as 1.6.0.29. Only this is that you need to clear java temp files, specially if you upgrade the java version but also if you experience agents with mails stuck in loading state in the CAD.

You can delete the temp files in java control panel under general/settings or run this command on the PC (javaws -uninstall)

Henrik

f.dilalla Thu, 03/01/2012 - 08:22

Hi Henrik,

after furter investigation I found an older Java version on client desktop, because the 1.6.0.20 has problem with oracle application used by the agent. Now I moved to version 1.6.0.31 and I'm testing the CAD and the Oracle application.

During my test I have had some different issues, ie: agent doesn’t receive e-mails from CSQ also if I change from not ready and ready state after a ICD call, agent cannot write on the mail because the applet is locked etc...

I have also this issue , when the agent add the template in the e-mail, the template is formatted in a single line instead multiple line. Do you know any bug for this?

In later version this worked fine. I've tried to delete and add the template again but with no luck.

Thank

Bye

Franco

Henrik Larsen Thu, 03/01/2012 - 23:12

Hi Franco

I did see the problem with agent templates and if you use "
" as insert line as below it works(



Med venlig hilsen


NetDesign A/S

Hørmarken 2

DK-3520 Farum


Tlf.: +45 44358000

www.netdesign.dk
>



Most of our agents run java 1.6.0.26, whcih is old but a "seure" version compared to others. I think i did test with newest version and that didn't work. I haven't seen issues with version 1.6.0.29 either

Henrik

f.dilalla Fri, 03/02/2012 - 00:37

Hi Henrik,

Thanks a lot, after some test I found the same solution for the mail template.

In CAD with java 1.6.0.31 I have the same issue with email, the agent doesn’t receive e-mails from CSQ also if I change the state in not ready and ready again.

I'll try the 1.6.0.26 now... after that, I'll open a TAC case.

Franco

Henrik Larsen Fri, 03/02/2012 - 00:46

Hi Franco

CAD is supported only up to java version 1.6.0.20, so I don't think you will have much luck with that It's in the documentation somewhere, don't remember where.

BUT i think you should do it anyway so that we can point out to Cisco that they are falling behind on Java support and need to imporove on that. Actually we should open a TAC case for the agent template also, so that it will be fixed in future versions.

Let me know result if you do make a case for it.

Henrik

f.dilalla Fri, 03/02/2012 - 07:09

Hi Henrik,

today I have rebooted the server and now the system seem to works fine.

Have you seen an issue on e-mail when there is an attachment and this attachment is duplicated ?

Expecially if during the elaboration the agent receive an ACD call.

When the email came back to the agent from the draft state, in this email there are two attachment instead of one.

Thanks, have a nice weekend

Franco

michaelzhq Thu, 12/08/2011 - 10:57

Hi Henrik,

We have a customer who needs the agent email to be stored at least 10 years. As my understanding, the email will be deleted after agent processes it. How can we keep the email somewhere so that they are not deleted? My understanding might be wrong, so can you please direct me to the useful documents if you know any?

Thanks.

Michael

scott.brien14 Thu, 12/08/2011 - 17:39

Hi Michael,

In the Side B of desktop administrator you can specify an email address for deleted emails to be forwarded to.

Also you can specify retention period for Emails sent and handled.

Settings are in Agent Email > Global settings

Settings are:

1) Retention Period for E-Mails Sent and Handled (Days)

2) tention Period for E-Mails Pending Delete and System Status (Days)

3) Retention Period for E-Mails Pending Review (Days)

4) Forwarding Address for Deleted E-Mails

There are other settings but not relevant to your query.

Hope this helps.

Scott

michaelzhq Fri, 12/09/2011 - 05:44

Thanks very much Scott.

Is "Forwarding Address for Deleted E-Mails" effective for the emails deleted by agent only? I have this question because of the following explanation in the administration guide.

Forwarding Address for DeletedE-Mails

An external e-mail address to which all agent-deleted e-mails are sent. An administrator or supervisor can then review the deleted e-mails using a third-party e-mail client and determine if they should be requeued or permanently deleted..

Can you please confirm that if "Forwarding Address for Deleted E-Mails" is configured, when "Retention Period for E-Mails Sent and Handled (Days)" is expired and system deletes emails, the deleted emails will be forwarded to the configured address?

Thanks again!

Henrik Larsen Fri, 12/09/2011 - 07:25

Hi Michael

As I understand it:

"forwarding Address for deleted e-mail" is intended to be an alternative e-mail addresse (probably one inside your organisation), that any e-mail an agent deletes is forwarded to. A superviros or similar can then acces this email account and check that deleted mails are really supposed to be deleted.If yes thats fine, if no then they can be sent back into Contact Center to be handled by an agent.

Retention period for E-mail deleted, is how long the mail remains in the pending delete folder of the ContactCenter e-mail account and has nothing with the e-mail address above. When retention periode is over, mail is deleted permanentely.

So in your case where you need to store e-mails for 10 years, you would probably need to create an e-mail account in your exchange where mails are forwarded to when answerede (use desktop admin/agent email/global settings/forwarding address for deleted e-mails) and also in "desktop admin/agent email/Contact Service Queue settings" you would need to define an address in BCC all response to e-mail address to make sure that all answers are saved also.

Then in exchange you would need to make sure that mails are store for the time you need (create a new folder every year and copy your files there)

Please be aware of the issues mentioned in my comment from december 2. I have created a TAC on this which is not solved yet.

Henrik

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