[cisco-voip] CAD Agent Email Timers

[Brian Meade]

Just to follow up on this, I was able to confirm this is a hard-set one
minute timer.

On Wed, Jan 25, 2017 at 6:12 PM, Brian Meade <bmeade90 at vt.edu> wrote:

> So apparently sending emails from CAD is a two-step process.  Emails are
> sent via IMAP from the CAD Client to the Exchange Outbox folder.  Then
> Cisco Desktop Agent Email Service periodically checks this folder I'm
> assuming via IMAP then sends the e-mails in there via SMTP.
>
> From our testing, this periodic timer of checking the Outbox is once a
> minute.  I'm hoping to reduce this down but not finding any configurable
> timers.
>
> Anyone have any ideas or can confirm this is a hard-set one minute timer?
>
> I'm assuming worst case I can make a script to check the Outbox and send
> everything in there and run it at whatever interval I want.
>
> Here's the steps according to the UCCX Design Guide:
>
> The following steps describe how an email is routed using the Agent Email
> feature:
>
>    1.
>
>    The Cisco Desktop Agent Email Service on the Unified CCX server
>    connects to the mail store (IMAP and SMTP) on startup.
>
>    2.
>
>    An email-capable agent in the email CSQ logs in using CAD. CAD
>    connects to the Cisco Desktop Agent Email Service and to the mail store
>    (IMAP).
>
>    3.
>
>    The agent goes to an email ready state. CAD requests an email from the
>    Cisco Desktop Agent Email Service.
>
>    4.
>
>    A customer sends an email to, for example, sales at companyname.com.
>
>    5.
>
>    The website sales at companyname.com is a distribution list with the
>    Agent Email account as the only member. Microsoft Exchange presents the
>    email to that account's inbox.
>
>    6.
>
>    The Cisco Desktop Agent Email Service has been monitoring the Agent
>    Email account inbox, and sees the new email. Based on the routing rules
>    specified in Cisco Desktop Administrator, it sees that emails to
>    sales at companyname.com are associated with the email CSQ and that an
>    agent in the email CSQ is in the Ready state. The service then assigns the
>    email to the agent and notifies the agent.
>
>    7.
>
>    CAD receives notification of the assignment and retrieves the email
>    from the mail store directly.
>
>    8.
>
>    The agent is presented with the email from the customer.
>
>    9.
>
>    The agent authors a response and presses the Send button.
>
>    10.
>
>    If review CSQs are enabled, the message is routed to the review CSQ
>    before final approval is sent out.
>
>    11.
>
>    The agent's response is saved to the outbox folder on the mail store
>    using IMAP commands.
>
>    12.
>
>    The Cisco Desktop Agent Email Service periodically checks the outbox
>    folder and sends all messages in it.
>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20170201/66b195e9/attachment.html>