[cisco-voip] CAD Agent Email Timers

[Brian Meade]

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.
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