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Updated:July 25, 2019
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This document describes steps to troubleshoot Enterprise Chat and Email (ECE) when Agents of a particular department donot see "Attachment" in more option section.
Unified Contact Center Enterprise (UCCE) 11.6
Cisco recommends that you have knowledge of these topics:
The information in this document is based on these software and hardware versions:
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
When Agent goes to respond to an inbound email; or when an agent creates an outbound email; they donot see "Attachment" in more option dropdown. As shown in the image;
In order to fix the issue; we had to
Log in to Pa page.
Expand Department\Goto Impacted Dept.
Expand Settings \ Expand Department.
Select Setting Name “Email – Criteria for blocking attachments” ; here if the value is set to “Both inbound and outbound emails” ; then change this to default “ Inbound emails only” ; click Save.
Followed this by restarting the “retriever services” using the following steps;