Product Bulletin, No. 1907

Cisco E-Mail Manager™ Version 4.0.5i

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.

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.

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 skill group queue status.

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.

Recommended configuration
- Dual 450 MHz Pentium II, 512 MB RAM, Duplex10 GB SCSI
- Supports throughput of 100,000 plus messages per day (Configuration dependant).
- 200 concurrent users
- Maximum of 3 instances per server

(DB Server is separate from application server)

Windows NT 4.0 (recommended browser in bold)

Cisco Part Number	Description
CEM-SVR-W-I18N	CEM Server Version 4.0.5i— I18N version
CEM-AGT-T1-L	CEM Agent License