Tech Note on Outlook for Windows Email Display Font Abnormality

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Updated:February 8, 2018
Document ID:212732

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    Introduction

    This document describes the behavior of Outlook for Windows (2010/2013/2016) email display font abnormality as you veiw emails sent by SocialMiner (SM). 

    Problem: Outlook for Windows Email Display Font Abnormality

    When you receive an email in Outlook for Windows (2010/2013/2016) sent by a Contact Center agent via the Finesse gadget on SM 11.5(1)  or SM 11.6(1), they observe that the first line of the email always shows the default font i.e Times New Roman. The rest of the email is in the desired font setting on Outlook.

    Analysis

    When you view the email source, the same email sent by SocialMiner or any JavaMail client is interpreted by the client received in different ways. For example, in Mozilla Thunderbird or Outlook for MAC there is no font distortion, and the email source markup (HTML) is different. This only happens for Outlook for Windows when compared to these other mail clients even when we view the email markup.

    In thunderbird client, this is how the source looks like:

    <meta http-equiv="Content-Type" content="text/html; charset=utf-8">hi<br>cisco<br>bangalore<br>

    Yet, in the client, the first line doesn't get changed to take a different form when compared to the last 2 lines.

    • Client: Thunerbird

    Problem Observed: NO

    In Outlook 2016 for MAC OS, this how the source looks like:

    <head>
    <meta http-equiv=3D"Content-Type" content=3D"text/html; charset=3Dutf-8">
    </head>
    <body>
    hi<br>
    cisco<br>
    bangalore<br>
    <body>

    In client, there is no abnormality for first line.

    • OS: MacOS sierra
    • Client: Outlook 2016

    Problem Observed: NO

    However in Outlook for Windows, the first line is shown in default font.

    When viewed mail source, you view this as shown in the image.

     <meta http-equiv="Content-Type" content="text/html; charset=utf-8">Hello<br><br>Thisi is me<br><br>Is the font dead<br> ….
    • OS: Windows 10
    • Client: Outlook 2016

    Problem Observed: Yes

    So this proves that the problem is not with SocialMiner or JavaMail client, rather, it is an issue in the client side font rendering which is used to view emails from SocialMiner. 

    TAC Authored

    Contributed by Cisco Engineers

    • Arunabh Bhattacharjee
      Cisco Engineering
    • Sheldon Zhaoji Wang
      Cisco Engineering

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