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Cisco Bug: CSCum80417 - CIM 9.0.1 Documentation conflict in Agent Guide and Admin Guide

Last Modified

Jun 24, 2014

Products (1)

  • Cisco Unified E-Mail Interaction Manager

Known Affected Releases

9.0(1)

Description (partial)

Symptom:
This a Documentation Issues on the CIM 9.0.1 Guides

Conditions:
In the documentation for CIM 9.0(1).  

The Administrator's Guide (p. 49) is correct and states...
ACTIVITY_START_ACK_TIMEOUT_IN_SEC: This property determines when a chat activity is pushed back
automatically from an agent's inbox. If an agent does not click on a new chat in the time configured in this
property, the chat is pushed back automatically to the queue from where it can be routed to other agents. The
change takes effect for all departments in the installation. The default value is 120 seconds. Run the
following query to change the value of this property.
UPDATE EGPL_CONFIG_PROPERTY SET VALUE = 'New_Value' where DOMAIN =
'live.eglv_liveconfig.properties' AND NAME =
'ACTIVITY_START_ACK_TIMEOUT_IN_SEC'

 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_901/maintenance/cisco_im901_cce_userguide_administration_chat.pdf 


The Agent's Guide (p. 93) states...
Once a chat gets assigned to you, either by pull or auto-assignment, you must click on the within 40 seconds. If
the chat is not selected in this time, the activity is sent back to the queue so that it can be assigned to other
agents. You are notified about this only when you click on the activity. The same activity will not be assigned to
you automatically; however, you can always pull it from the queue.

 http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_901/user/cisco_im901_cce_userguide_agent.pdf 

The Agent's Guide should be updated to indicate the timer is configurable as well as the setting if the same activity can be reassigned.
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