[cisco-voip] FW: End-of-Sale and End-of-Life Announcement for the Cisco Unified Web and E-Mail Interaction Manager for Cisco Unified Contact Center Express

Tue Feb 24 12:41:08 EST 2009

I did:

Yeah....we have most of this functionality in the Cisco Agent Email in the UCCX Premium already.

"customers should consider migrating to the Agent E-Mail feature included with Cisco Unified Contact Center Express 7.0. Agent E-Mail offers core email management capabilities tightly integrated with the Unified Contact Center Express platform."

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483788.html

Cisco Agent Desktop and Agent E-Mail for Premium Versions
Agent E-Mail is an email queuing and response system, designed specifically for Cisco Agent Desktop for the Cisco Unified Contact Center Express platform (Figure 3).
This feature is tightly integrated into the agent desktop, with controls built into the toolbar and display. It provides contact centers with an essential feature set. The Agent E-Mail feature:

* Queues and routes email messages to staffed and skilled agents, helping strike a balance between email and call-handling activities

* Facilitates the creation of the agent's response to control quality

* Provides a collection of real-time and historical reports that can help you accurately measure your center's email performance

Figure 3. Cisco Agent Desktop: Premium Version with Agent E-Mail
[cid:image001.jpg at 01C99664.051D44B0]
Agents configured with email skills will see two state buttons in their desktop toolbar. The "E-Mail Ready" and "E-Mail Not Ready" buttons are used in conjunction with the familiar voice states to reflect the kind of contacts the agent wishes to handle, mixing and matching their voice and email states as desired. Features include:

* Agent E-Mail Review pane: In the Agent E-Mail Review pane, the sender's content appears as originally composed, in either an HTML or a plaintext format. If there are attachments, the agent can choose to Open or Save the file, as appropriate. If the agent determines the email message was misaddressed and belongs in a different queue, the agent can use the Transfer button to redirect the email message. Alternatively, if the agent is unable to process a message because of time constraints or other problems, the agent can choose to Re-Queue the message.

* Agent E-Mail Response pane: The bottom pane is reserved for the agent's response. Here, the insert template function allows the agent to choose from a collection of predefined texts, reducing the need for original composition and helping ensure the consistency of replies. In those instances where original text is required, the embedded spell checker underscores misspellings and offers alternatives similar to standard word processors. And if the response requires one or more attachments, the "Attach File" button presents a familiar navigational dialog box to the agent. When the agent is satisfied with the response, the agent selects the Send button and the system posts the reply email message. If the contact center uses wrap-up codes, then Cisco Agent Desktop also presents the agent with the wrap-up dialog at this time.

* Agent E-Mail Reports: The Agent's Real Time Display reflects email messages as well as voice contacts. These reports are easily accessible to agents at the touch of a button, and they help agents understand how their work efforts on email contacts contribute to the contact center's performance.

-----Original Message-----
From: Eric Pedersen [mailto:eric.pedersen at sait.ca]
Sent: Tuesday, February 24, 2009 9:30 AM
To: Patrick Aland; Voll, Scott
Cc: Cisco VoIPoE List
Subject: RE: [cisco-voip] FW: End-of-Sale and End-of-Life Announcement for the Cisco Unified Web and E-Mail Interaction Manager for Cisco Unified Contact Center Express

I asked our local Cisco rep, and this notice only affects EIM and WIM for UCCX.  Cisco will continue to sell them as options for UCCE.  If it affects you, you should probably talk to your Cisco sales rep.

-----Original Message-----

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Patrick Aland

Sent: February 23, 2009 20:07

To: Voll, Scott

Cc: Cisco VoIPoE List

Subject: Re: [cisco-voip] FW: End-of-Sale and End-of-Life Announcement for the Cisco Unified Web and E-Mail Interaction Manager for Cisco Unified Contact Center Express

Really EIM and WIM where just OEM'ed versions of Egain - my guess is

that that relationship didn't work out as expected (and truth be told

the integration wasn't all that tight an integration)

I haven't seen it officially but my guess is that you'll be able to

continue to purchase this via EGain if its something you want to

continue using.

On Mon, Feb 23, 2009 at 11:08 AM, Voll, Scott <Scott.Voll at wesd.org> wrote:

> Looking at this at CIPTUG I thought this had some really good potential.  Of course with where we are economically we couldn't move on it.

>

> Anyone know what's happening with it?  Is it just going away or is something coming in its place?

>

> Thanks

>

> Scott

>

> -----Original Message-----

> Subject: End-of-Sale and End-of-Life Announcement for the Cisco Unified Web and E-Mail Interaction Manager for Cisco Unified Contact Center Express

>

> Message Type : End-of-sales/ End-of-life announcement

>

> Cisco Systems announces the end-of-sale and end-of-life dates for the Cisco Unified Web and E-Mail Interaction Manager for Cisco Unified Contact Center Express. The last day to order the affected product is August 21, 2009. Customers with active service contracts will continue to receive support from the Cisco Technical Assistance Center (TAC) as listed in Table 1 in the EoL announcement.

>

> For more details, refer to:

> http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps7236/end_of_life_notice_c51-517363.html

>

> This email has been sent to scott.voll at wesd.org.

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--

--Patrick

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