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Cisco Bug: CSCvs08020 - Doc Defect Supervisor should belong to all Email MRDs

Last Modified

Jan 08, 2020

Products (1)

  • Cisco Enterprise Chat and Email

Known Affected Releases

11.6(1)ES7

Description (partial)

Symptom:
1. When several business teams are a part of a single Department with one incoming email MRD and one outgoing email MRD, there is no way to have individual supervisor's queue (MRD based Supervision Queue) to segregate team based supervisory queues.
2. To truly segregate business teams, one MRD per business team and per incoming and outgoing email channel is required. For example, if there are 20 business teams, 20 incoming and 20 outgoing MRDs should be created to achieve complete isolation and prevent assignment leaks.
3. Configuring, managing, operating high number of MRDs is not a best practice approach for several operational and reporting challenges.  
4. The existing ECE guide shares a sample application where a supervision queue is used. However there is no statement which highlights this is the only queue type supported with the outgoing workflow. Unfortunately, the Workflow editor also gives the engineer the freedom to choose both supervision or UCCE based queues.
5. When a UCCE based queue is used instead of supervision queue, the emails should be manually picked or pulled and auto-distribution is not available.
6. When a UCCE based queue is used and an agent/supervisor tries to pick or pull the approval required emails from the queue, the system intermittently generates/displays errors after the first few clicks; however eventually it works and email is assigned to the actor for accepting or rejecting.

Conditions:
1.  When several business teams are a part of a single Department with one incoming email MRD and one outgoing email MRD

4. The existing ECE guide shares a sample application where a supervision queue is used. However there is no statement which highlights this is the only queue type supported with the outgoing workflow. Unfortunately, the Workflow editor also gives the engineer the freedom to choose both supervision or UCCE based queues.

5. When a UCCE based queue is used instead of supervision queue, the emails should be manually picked or pulled and auto-distribution is not available.
6. When a UCCE based queue is used and an agent/supervisor tries to pick or pull the approval required emails from the queue
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