My name is Eric and I'm configuring a environment with a Contact Center Express 8.5 and CM 8.5.
I'm using the premium license, so I read at documentation that it's possible to implement the agent email workflow but I didn't find any documentation about how to configure the environment to works with email.
After a lot of research I configure the environment to works with email but when I open the CAD, the agent email tab be at "connection" process and I can't change the email agent status, they becomes inactive (at grey color).
Can you help me with this configuration, because I don't know if I forgot some steps at it.
I will attach some prints about my environment.
Please see if the below discussion helps you.
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I understand that you are trying to confiure the Agent email, and you find that the Email ready/not ready are greyed out.
You can confirm this, "if you click on Agent email tab(nect to Integrated Browser), you will see that it is still loading"
You can perform the following:
The following config should be present in CDA:
You can also use a simple Email client like the Mozilla Thunderbird to test the connection to the email server and see if you are able to recieve the emails.
Do let me knwo if you need any clarification.
Yes, you are right. But I did all the configuration following the Cisco Destkop Administrator Guide but I still got the issue. The Agent E-mail tab still loading.
I attached some prints about it.
Can you help me?
Be sure, the system account for email, configured in Cisco Desktop Administrator (described by Abhiram Kramadhati) is not hided from address book on Exchange server.
Like I mentioned, Could you install Mozilla Thunderbird on the agent PC and then try to connect to the same email server. You can download the client for free.
Also, could you paste screenshots of the CDA? Did you also try and erase the config and add again?
I saw that problem was because I wasn't using Exchange. I think UCCX Email functionality is available only for Exchange.
Thank you very much.
Yes, its available only with Exchange. I gave the link to the other thread assuming that you have already integrated with exchange .
Anyways, lesson learnt. We should have asked the entire topology before getting into troubleshooting.
We have seen a number of cases where a third-party email server is used. Well, glad that the issue is resolved here. However, the packet capture should give us why/where your current email server stops responding.