This document describes changes made on SocialMiner (SM) version 11.6 in relation to size and number of attachments that can be sent by a agent.
Cisco recommends that you have knowledge of these topics:
SocialMiner and Unified Contact Center Express (UCCX) email integration
SocialMiner integration with Microsoft (MS) Exchange
This table shows the total email attachment size limits for SocialMiner:
11.5 and earlier
11.6 and later
These rules also apply to agent attachments as of version 11.6:
Maximum number of file attachments in an agent response: 10
Maximum size of a single attachment in an agent response: 10MB
This table shows the amount of supported email traffic for the SocialMiner system:
400 or 300 agent profile
100 agent profile
400 emails per hour
100 emails per hour
Office 365, Gmail
300 emails per hour
75 emails per hour
Emails with Large Attachments
100 emails per hour
25 emails per hour
Note: Emails with Large Attachments is defined as an email with a single attachment larger than 2MB, or total size is greater than 10MB (outgoing) or 5MB (incoming).
With the introduction of the new attachment size limits in 11.6, consider the message size limit allowed on your Exchange server. If an agent send an email that exceeds this limit then you will receive a generic failure. For example, if you have the message limit size set to 10MB on Exchange and the agent tries to send a mail with total of 9MB of attachments (3 attachments each 3MB in size) then this mail will fail to be sent out from Finesse Agent Desktop even though total size of attachment is less than message limit on Exchange. The error seen on the agent desktop will be "Unable to reply to customer's email. Click Send to retry, or requeue. If the problem persists, contact your system administrator".
This is due to Base64 encoding which increases the message size by 50%. This includes both attachment size and message body in consideration when the size of the final message is calculated. In the example provided, the total size of message after encoding will be 9MB x 1.5 = 14MB (rounded-off-value) which can be higher than the configured message size limit on Exchange.
In order to address this issue increase the message limit size on Exchange. SM 11.6 has a maximum attachment size of 20MB so in order to account for encoding, configure max size to be 30MB on exchange i.e. 20*1.5=30MB.
Increase this size limit on exchange with this command: