Field Notice: FN - 63487 - UCCX 8.5(X) Incorrect agent email states
February 01, 2012
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Initial Public Release
UCCX-DESKTOP-EMAIL - 8.5(X)
Problem affects CCX 8.5(1), CCX 8.5(1)SU1 and CCX 8.5(1)SU2
Agent email states are not propagated correctly in these situations:
a) When the agent receives an ICD call, the email agent is placed into a not ready state and when the call is finished the agent is automatically placed into an Email ready agent but does NOT receive emails that are in email queue
b) When the agent is placed in a not ready state due to a missed ICD call, the email agent is in the ready state but does NOT receive emails that are in the email queue
c) When the agent is placed in a not ready state due to an outgoing call, the email agent goes to a not ready state as well and when the call is finished the email agent goes back to a ready state but does NOT receive emails that are in the email queue.
This is NOT a regression issue.
The "Resume Email Processing on Voice Disconnect" feature was added in release 8.5(1). This issue was first encountered in that release.
Although the agent is displayed in email in the ready state, the agent is not able to receive emails from the queue.
There are actually three different workarounds for this issue:
1. Agent manually toggles the state between Email Not Ready and Email Ready.
2. When the agent is processing an email and a voice call comes in, the email will be placed back into a draft state. If they leave that email alone and do not touch it while on the call, they will avoid this problem.
3. Disable the CDA Web Admin setting "Resume EMail Processing on Voice Disconnect".
When enabled, this setting moves the Email Agent state back to Email Ready. With the setting disabled, the email state will go to Email Not Ready when a voice call comes in. After the call ends, the email state will remain in Email Not Ready. The agent will then have to move the state back to Email Ready to start receiving new emails. However, with this workaround, the agents will not have to "cycle" between the two states.
Disabling the "multi-channel system" feature will provide the same mechanism and functionality that had existed in UCCX 7.0 and 8.0.
After an agent receives a call, they would simply have to manually make themselves ready again.
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