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Cisco E-Mail Manager Option

Cisco E-Mail Manager Option v5.0 Product Specifications

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Data Sheet

APPLICATION

• Browser based, thin client application

• High volume, inbound customer e-mail management system fully integrated to ICM

• Capable of processing free-form e-mails, Web form data, and other asynchronous types of messages or tasks, and all text-based inquires

• Comprehensive logging and auto-recovery system

BUSINESS RULES SERVER

• Hierarchical, branching rules for detailed processing of free-form e-mail, structured forms and other media.

• Graphical rule-building and testing environment.

• Comprehensive tracking of new messages, continuous and split communication threads.

• Automated message processing includes: message assignment to individual agents or teams, categorization, prioritization, and annotation, template suggestion to agents, auto-acknowledgement, auto-response, external notification, and more.

• Modular architecture for a distributed system of rules that match the organizational structure.

FLEXIBLE PRODUCTIVITY TOOLS

• Full-featured, Web-based interface providing access to tools for reading, claiming and responding to messages in one or more queues.

• Communication history, internal notes, message status and priority available for each message.

• For agents set for push routing, the system will automatically send the next message, of all queues for which agent is responsible, to their desktop for response.

• Templates from a list of suggested replies or other libraries accessible for insertion into response.

• Ability to define customer data variables in response templates. As agent opens a suggested or other library templates, CRM-based customer data will automatically populate the template. If no data exists a default value will be inserted.

• Case management tools for agents to reassign or escalate inquiries, collaborate on responses, split message threads, search message archives.

• Notification link to messages allows message notification to be sent to system users' e-mailbox with a direct link to message in system (requires user to input ID and password).

• Spellchecker with customizable dictionary to insure professional replies.

• Both push and pull message assignment methods configurable on the user level.

• MailTrack feature for employees beyond the call center to receive and respond to messages in their existing e-mail client, while maintaining full message tracking.

• Extensible architecture for integration with one or more already-implemented customer management systems.

EXTENSIVE MANAGEMENT TOOLS

• Queue status screens for customer support supervisors to monitor message queues and service level compliance.

• Configurable, time-based and load-based thresholds for personal and group e-mail queues.

• Ability to define detailed workflow for messages and queues that hit queue-specific thresholds. Automated actions can include pager notification and escalation or spillover to other queues. Additional rules-based processing can be performed on message to qualitatively define actions based on categories, mailbox, priority, etc. New option for round-robin assignment of overloaded queues based on agent skills.

• Filtering and bulk message management tools for supervisors to adjust queue-load based on message content, time in queue, sender, status, and more.

• Outbound mailing feature for the creation of mailing lists based on customer interest, sending of targeted mailings, and automated processing of replies.

• Built-in reporting tools for managers to generate reports on message traffic, system, agent and group performance, and customer inquiry trends.

• Real-time monitoring screens provide the most current information on agent activity and performance, as well as personal and skillgroup queue status.

ENTERPRISE-ORIENTED FEATURES

• Distributed system of rules, where a central rules server transfers inquiries to a hierarchy of subsequent rules servers, for more detailed processing within large organizations and system scalability. Requires custom configuration and quotation.

• Roles-based user settings for administrative tasks-including rule, user, queue and library management-to be distributed within the various departments.

• Detailed user settings and mail-access permissions define, for each agent, the response method and access to queues and messages in the system.

• Bulk user management tools for the easy configuration, role definition and management of large numbers of system users.

ICM ENTERPRISE AND IPCC ENTERPRISE INTEGRATION

Common Contact Center Agents

• Agent definition shared by all Cisco media-channels integrated to ICM Enterprise and IPCC Enterprise.

• Multi-media agents can be configured in any media-channel (e.g. voice, e-mail, or collaboration) and will be automatically created in the other channels. For example, if an agent is created in the E-Mail Manager Option that agent will automatically be created in ICM Enterprise or IPCC Enterprise and the Web Collaboration Option. The E-Mail Manager Option updates the Logger database when an administrator modifies a common agent.

Reporting

• E-mail management agent and skillgroup reporting is fully integrated in WebView.

• Multi-media reports broken out by channel.

Managed Interruptability for E-mail

• ICM Enterprise and IPCC Enterprise can interrupt an agent working on e-mail to handle voice or chat contacts.

ACD AND IPCC ENTERPRISE COMPATIBILITY

• Integrated routing for E-Mail Manager Option will be supported in both TDM ACD and IPCC Enterprise configurations.

• Enables customers to migrate at their own pace from a legacy ACD to an IPCC Enterprise configuration.

Note: Universal Queuing is only available with IPCC Enterprise.

Integration Process

• New wizard guides E-Mail Manager Option administrators through the integration process with ICM Enterprise and IPCC Enterprise.

Enterprise Skill Group Management

• Using ICM Enterprise or IPCC Enterprise configuration tools, an administrator can link related skill groups on multiple E-Mail Manager Option servers for routing and reporting purposes. (Example: Boston Sales and Seattle Sales on separate E-Mail Manager Option servers can be combined into a Sales enterprise skill group.)

Service Level Tracking Across Media-channels

Allows Cisco ICM Enterprise or IPCC Enterprise administrators to ensure that agents are responding to customer contacts (voice, web or e-mail) based on established service levels.

APPLICATION SERVER OPERATING SYSTEM

• Windows 2000

APPLICATION DATABASE SUPPORT

Note: DB Server should be separate from application server.

• Oracle 8i (8.1.7)

• Microsoft SQL Server 2000

AGENT AND ADMINISTRATOR PLATFORMS

• Windows 2000

– Internet Explorer: 5.5 or 6.0

LOCALIZATION PROVIDED

• English (American)

• French (France)

• German

• Simplified Chinese (PRC)

• Korean

PART NUMBERS AND ORDERING

Cisco Part Number

Description

ICME-EMAILAGT-L

ICM Enterprise Email Agent

IPCE-EMAILAGT-L

IPCC Enterprise Email Agent

ICMH-EMAILAGT-L

ICM Hosted Email Agent

IPCH-EMAILAGT-L

IPCC Hosted Email Agent

Text Box:  Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-4000	800 553-NETS (6387)Fax:	408 526-4100	European HeadquartersCisco Systems International BVHaarlerbergparkHaarlerbergweg 13-191101 CH AmsterdamThe Netherlandswww-europe.cisco.comTel:	31 0 20 357 1000Fax:	31 0 20 357 1100	Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-7660Fax:	408 527-0883	Asia Pacific HeadquartersCisco Systems, Inc.168 Robinson Road#28-01 Capital TowerSingapore 068912www.cisco.comTel: +65 6317 7777Fax: +65 6317 7799Cisco Systems has more than 200 offices in the following countries and regions. Addresses, phone numbers, and fax numbers are listed onthe Cisco Website at www.cisco.com/go/offices.Argentina · Australia · Austria · Belgium · Brazil · Bulgaria · Canada · Chile · China PRC · Colombia · Costa Rica · Croatia · Cyprus Czech Republic · Denmark · Dubai, UAE · Finland · France · Germany · Greece · Hong Kong SAR · Hungary · India · Indonesia · Ireland · Israel Italy · Japan · Korea · Luxembourg · Malaysia · Mexico · The Netherlands · New Zealand · Norway · Peru · Philippines · Poland · Portugal Puerto Rico · Romania · Russia · Saudi Arabia · Scotland · Singapore · Slovakia · Slovenia · South Africa · Spain · Sweden · Switzerland · Taiwan Thailand · Turkey · Ukraine · United Kingdom · United States · Venezuela · Vietnam · ZimbabweCopyright  2005 Cisco Systems, Inc. All rights reserved. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0502R) 	205422.P_ETMG_JQ_10.05Printed in the USA Text Box:  Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-4000	800 553-NETS (6387)Fax:	408 526-4100	European HeadquartersCisco Systems International BVHaarlerbergparkHaarlerbergweg 13-191101 CH AmsterdamThe Netherlandswww-europe.cisco.comTel:	31 0 20 357 1000Fax:	31 0 20 357 1100	Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAwww.cisco.comTel:	408 526-7660Fax:	408 527-0883	Asia Pacific HeadquartersCisco Systems, Inc.168 Robinson Road#28-01 Capital TowerSingapore 068912www.cisco.comTel: +65 6317 7777Fax: +65 6317 7799Cisco Systems has more than 200 offices in the following countries and regions. Addresses, phone numbers, and fax numbers are listed onthe Cisco Website at www.cisco.com/go/offices.Argentina · Australia · Austria · Belgium · Brazil · Bulgaria · Canada · Chile · China PRC · Colombia · Costa Rica · Croatia · Cyprus Czech Republic · Denmark · Dubai, UAE · Finland · France · Germany · Greece · Hong Kong SAR · Hungary · India · Indonesia · Ireland · Israel Italy · Japan · Korea · Luxembourg · Malaysia · Mexico · The Netherlands · New Zealand · Norway · Peru · Philippines · Poland · Portugal Puerto Rico · Romania · Russia · Saudi Arabia · Scotland · Singapore · Slovakia · Slovenia · South Africa · Spain · Sweden · Switzerland · Taiwan Thailand · Turkey · Ukraine · United Kingdom · United States · Venezuela · Vietnam · ZimbabweCopyright  2005 Cisco Systems, Inc. All rights reserved. CCSP, CCVP, the Cisco Square Bridge logo, Follow Me Browsing, and StackWise are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn, and iQuick Study are service marks of Cisco Systems, Inc.; and Access Registrar, Aironet, ASIST, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Empowering the Internet Generation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, IP/TV, iQ Expertise, the iQ logo, iQ Net Readiness Scorecard, LightStream, Linksys, MeetingPlace, MGX, the Networkers logo, Networking Academy, Network Registrar, Packet, PIX, Post-Routing, Pre-Routing, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StrataView Plus, TeleRouter, The Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0502R) 	205422.P_ETMG_JQ_10.05Printed in the USA