Contents

Introduction

Prerequisites

Requirements

Background Information

Attachment Limits

Traffic Limits

Problem

Solution

Related Information

Introduction

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.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

- SocialMiner and Unified Contact Center Express (UCCX) email integration

- SocialMiner integration with Microsoft (MS) Exchange

Background Information

Attachment Limits

This table shows the total email attachment size limits for SocialMiner:

Version

Incoming

Outgoing

11.5 and earlier

10MB

5MB

11.6 and later

20MB

20MB

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

Traffic Limits

This table shows the amount of supported email traffic for the SocialMiner system:

Mail Server

400 or 300 agent profile

100 agent profile

MS Exchange

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).

Problem

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.

Solution

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:

Set-TransportConfig -ExternalDsnMaxMessageAttachSize 30 MB -InternalDsnMaxMessageAttachSize 30MB -MaxReceiveSize 30MB -MaxSendSize 30MB

Related Information

- Microsoft TechNet: Exchange 2013 Step by Step: Email Message Size Restriction