Cisco E-Mail Manager Option

This document covers someprovides information on frequently asked questions (FAQ) about Cisco E-Mail Manager for versions 3.x, and 4.0.x, and 5.0.

A. E-Mail Manager is a web-based, thin client solution, written in Java. Clients log in to E-Mail Manager and perform all functions through the web browser. This thin client architecture simplifies software management, provides an intuitive interface, and promotes scalability.

A. You can use E-Mail Manager with Microsoft Internet Explorer 4.01 with Service Pack 2, or Internet Explorer 5.0. Or yYou can also use Netscape Navigator 4.08, 4.5x, 4.61, or later. You do not need to install on the user desktop any software other than a browser on the user desktop.

A. E-Mail Manager uses common industry standards for e-mail. These standards include Post Office Protocol 3 (POP3) mailboxes for incoming messages and Simple Mail Transfer Protocol (SMTP) servers for outgoing messages.

A. There is no hard-coded limit to the number of queues or inboxes that E-Mail Manager supports. In addition, there is no limit to the number of agents with access to a single queue. With the proper privileges, managers can access the personal queues of agents. This access includes any messages with direct assignment or reassignment to a particular agent, or messages that are claimed from group queues.

Finally, agents can access as many or as few queues as the administrator determines. Administrators can dynamically add or delete the access that a user has to a group queue.

A. The MailWrap feature in E-Mail Manager forwards messages to an external e-mail address. From the external e-mail address, a user can access the messages with another e-mail client. The MailWrap message includes the text of the original message, as well as a special header that E-Mail Manager recognizes when the agent replies. E-Mail Manager receives the agent response and deletes the special MailWrap header information. In this way, the response looks as though it came from within E-Mail Manager. The outgoing message is tracked for report purposes and for a complete correspondence history. The message then transmits to the customer.

A. Yes, E-Mail Manager allows the embedment of hyperlinks within e-mail responses. E-Mail Manager allows both inbound and outbound messages to include file attachments of any type. The size limit of attachments is configurable by the system administrator at the server level. Also, E-Mail Manager processes web forms in the same way as inbound mail.

A. E-Mail Manager does not handle encryption internally. RatherInstead, E-Mail Manager integrates with leading third-party security products. These products provide Secure Socket Layer (SSL) encryption support to all inbound and outbound communication within E-Mail Manager.

A. E-Mail Manager assigns each message a unique tracking ID. The ID appears in the Subject field of the message. E-Mail Manager assigns to the same agent replies that include the same tracking ID. This assignment ensures the consistent handle of messages within a customer incident.

A. E-Mail Manager archives all messages and responses to the database. Your administrator has full control over how long E-Mail Manager stores this data before data purge.

A. E-Mail Manager provides both pull and push route capabilities, as your administrator determines. In pull routing, agents view queues to which the agents have access rights. Agents choose which message to accept next. In push routing, agents click Get Next ,.whichThis pushes to the agent the next message with the highest priority to the agent. Regardless of whether an agent pushes or picks a message, once the agent opens a message, that agent owns the message. No other agent can work with the message.

A. User roles are a combination of more than 100 different access rights. These access rights determine the tasks that users can perform. Each user has an associated role. E-Mail Manager ships with six predefined user roles. You can create additional, custom roles as necessary.

A. You can define rules that filter out undesirable messages. Contact a Cisco Professional Service representativeF for more help with the definition of filter rules, contact a Cisco Professional Services representative..

A. Your administrator determines from which e-mail addresses E-Mail Manager sends responses. The response address can be:

• The same address to which the message was sent
• A different address for each user
• A combination of these options

A. For bulk administration of e-mail, you can view any queue and perform actions on multiple messages simultaneously. For example, you can reassign a group of overdue messages from an overutilized group queue to an underutilized group queue. Alternatively, you can raise the priority of any overdue or nearly overdue messages, with or without a reassignment of the messages to a new queue. Administrators can create multiple users and can edit or delete multiple users, in bulk.

A. With a recommended hardware configuration, E-Mail Manager supports up to 1000 agents simultaneously in version 5.0 and 200 agents in versions earlier than 5.0. E-Mail Manager can process up to 100,000 e-mail messages per day.