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<div class=Section1>
<p class=MsoPlainText>I did:<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:blue'>Yeah....we have most of this functionality in the Cisco Agent Email
in the UCCX Premium already.</span><span style='font-size:12.0pt;font-family:
"Times New Roman","serif"'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'> <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'> <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'> <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'>"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."<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'> <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'> <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";
color:blue'><a
href="http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483788.html">http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483788.html</a></span><span
style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p>
<p class=MsoNormal><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'> <o:p></o:p></span></p>
<p class=psubhead2cmt><b><span style='font-size:9.0pt'>Cisco Agent Desktop and
Agent E-Mail for Premium Versions<o:p></o:p></span></b></p>
<p class=MsoNormal><a name=wp9000241></a><span style='font-size:12.0pt;
font-family:"Times New Roman","serif"'>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).<o:p></o:p></span></p>
<p class=MsoNormal><a name=wp9000242></a><span style='font-size:12.0pt;
font-family:"Times New Roman","serif"'>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:<o:p></o:p></span></p>
<p class=pbulletcmt style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
3.0pt;margin-left:0in'><a name=wp9000243></a>• Queues and routes email messages
to staffed and skilled agents, helping strike a balance between email and
call-handling activities<o:p></o:p></p>
<p class=pbulletcmt style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
3.0pt;margin-left:0in'><a name=wp9000244></a>• Facilitates the creation of the
agent's response to control quality<o:p></o:p></p>
<p class=pbulletcmt style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
3.0pt;margin-left:0in'><a name=wp9000245></a>• Provides a collection of
real-time and historical reports that can help you accurately measure your
center's email performance<o:p></o:p></p>
<p class=pfigurecaptioncmt style='mso-margin-top-alt:12.0pt;margin-right:0in;
margin-bottom:12.0pt;margin-left:47.0pt;text-indent:-47.0pt'><a name=wp9000246></a><b>Figure
3.</b> Cisco Agent Desktop: Premium Version with Agent E-Mail<o:p></o:p></p>
<p class=MsoNormal><a name=wp9000247></a><span style='font-size:12.0pt;
font-family:"Times New Roman","serif"'><img border=0 width=530 height=477
id=wp3000002 src="cid:image001.jpg@01C99664.051D44B0"
alt="http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/images/data_sheet_c78-483788-03.jpg"></span><span
style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p>
<p class=MsoNormal><a name=wp9000248></a><span style='font-size:12.0pt;
font-family:"Times New Roman","serif"'>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:<o:p></o:p></span></p>
<p class=pbulletcmt style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
3.0pt;margin-left:0in'><a name=wp9000249></a>• 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.<o:p></o:p></p>
<p class=pbulletcmt style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
3.0pt;margin-left:0in'><a name=wp9000250></a>• 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.<o:p></o:p></p>
<p class=pbulletcmt style='mso-margin-top-alt:0in;margin-right:0in;margin-bottom:
3.0pt;margin-left:0in'><a name=wp9000251></a>• 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.<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>-----Original Message-----<br>
From: Eric Pedersen [mailto:eric.pedersen@sait.ca] <br>
Sent: Tuesday, February 24, 2009 9:30 AM<br>
To: Patrick Aland; Voll, Scott<br>
Cc: Cisco VoIPoE List<br>
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<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>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.<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>-----Original Message-----<o:p></o:p></p>
<p class=MsoPlainText>From: cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net]
On Behalf Of Patrick Aland<o:p></o:p></p>
<p class=MsoPlainText>Sent: February 23, 2009 20:07<o:p></o:p></p>
<p class=MsoPlainText>To: Voll, Scott<o:p></o:p></p>
<p class=MsoPlainText>Cc: Cisco VoIPoE List<o:p></o:p></p>
<p class=MsoPlainText>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<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>Really EIM and WIM where just OEM'ed versions of Egain -
my guess is<o:p></o:p></p>
<p class=MsoPlainText>that that relationship didn't work out as expected (and
truth be told<o:p></o:p></p>
<p class=MsoPlainText>the integration wasn't all that tight an integration)<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>I haven't seen it officially but my guess is that you'll
be able to<o:p></o:p></p>
<p class=MsoPlainText>continue to purchase this via EGain if its something you
want to<o:p></o:p></p>
<p class=MsoPlainText>continue using.<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>On Mon, Feb 23, 2009 at 11:08 AM, Voll, Scott
<Scott.Voll@wesd.org> wrote:<o:p></o:p></p>
<p class=MsoPlainText>> 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.<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> Anyone know what's happening with it? Is it
just going away or is something coming in its place?<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> Thanks<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> Scott<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> -----Original Message-----<o:p></o:p></p>
<p class=MsoPlainText>> 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<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> Message Type : End-of-sales/ End-of-life
announcement<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> 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.<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> For more details, refer to:<o:p></o:p></p>
<p class=MsoPlainText>>
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps7236/end_of_life_notice_c51-517363.html<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> This email has been sent to scott.voll@wesd.org.<o:p></o:p></p>
<p class=MsoPlainText>> You are receiving this notice because you subscribed
to the Cisco Product Alert Tool (PAT) and created the following profile(s):<o:p></o:p></p>
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<p class=MsoPlainText>><o:p> </o:p></p>
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<p class=MsoPlainText>>
http://tools.cisco.com/Support/PAT/do/ViewMyProfiles.do?local=en<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText>> _______________________________________________<o:p></o:p></p>
<p class=MsoPlainText>> cisco-voip mailing list<o:p></o:p></p>
<p class=MsoPlainText>> cisco-voip@puck.nether.net<o:p></o:p></p>
<p class=MsoPlainText>> https://puck.nether.net/mailman/listinfo/cisco-voip<o:p></o:p></p>
<p class=MsoPlainText>><o:p> </o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
<p class=MsoPlainText>-- <o:p></o:p></p>
<p class=MsoPlainText>--Patrick<o:p></o:p></p>
<p class=MsoPlainText>_______________________________________________<o:p></o:p></p>
<p class=MsoPlainText>cisco-voip mailing list<o:p></o:p></p>
<p class=MsoPlainText>cisco-voip@puck.nether.net<o:p></o:p></p>
<p class=MsoPlainText>https://puck.nether.net/mailman/listinfo/cisco-voip<o:p></o:p></p>
<p class=MsoPlainText><o:p> </o:p></p>
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