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Cisco E-Mail Manager Option

Cisco E-Mail Manager Version 4.0.6 Product Bulletin

Product Bulletin, No. 1908

Cisco E-Mail Manager™ Version 4.0.6

Application

  • High volume, inbound customer e-mail management

  • Web forms processing

  • Processing of other text-based inquiries

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.

Architecture

  • Auto-recovery system

  • Web-based architecture, thin client

  • Extensible rules system

  • Modular, multi-instance deployment model

  • Comprehensive logging system

  • Diagnostics and error reporting

Application Server Operating System

  • Microsoft Windows NT Server 4.0 (with SP5 5 only)

  • Windows 2000

Application Server Hardware Requirements

Dual CPU, 1GB RAM, 10GB of HDD (Minimum recommended configuration for 200 concurrent agents)

  • Supports throughput of 100,000 plus messages per day

  • Maximum 3 CEM instances per server

Server Software Requirements

  • JRE 1.2.1

Database Support


Note DB Server should be separate from application server

Dual CPU, 2GB RAM, 30GB of HDD (Minimum recommended configuration for 200 concurrent agents)

  • Oracle 8i (8.1.5 and 8.1.6) with Oracle Thin JDBC Driver

  • Microsoft SQL Server 7.0 (SP 1 and SP2 only) with BEA WebLogic jdbcKona/MSSQL Server Type 4 JDBC Driver 3.9.1

Agent and Administrator Platforms

  • Windows NT 4.0 and 2000

    • Netscape Navigator: 4.72

    • Internet Explorer: 5.01

Part Numbers and Ordering

Cisco Part Number Description

CEM-SVR-W

CEM Server Win2K

CEM-AGT-T1-L

CEM Agent License