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Cisco Email Manager Response Screen

We are running CEM 5.0. When an agent opens a message, the original message does not appear in the orinial message screen. It appears as an attachment, so you have to open the attachment to view the orginal thread. When a message comes in this way, it takes away the agents ability to choose the insert original option to paste the original thread in to the repsonse screen. It is like this on about half of our messages. I have verified the following role settings. For KNX_averageuser: automatically quote original message in response screen.

For KNX_averageuser: do not show original message field in response screen.

Anyone know why?

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