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Cisco Bug: CSCvv66243 - Emoji Characters in Incoming Email causes Agents to stop receiving Emails

Last Modified

Sep 10, 2020

Products (1)

  • Cisco Unified Contact Center Express

Known Affected Releases

12.5(1)

Description (partial)

Symptom:
At first, when the Emoji email is assigned to the agent, the agent will see a notification for that E Mail in the toaster notification, but the Multi-Session Gadget on Finesse Desktop will not show that mail. After this, the agent stops receiving Emails completely, even though the agent in a Ready State for Chat and Email. Now, after an Engine Restart, the Agent will get the Email with Emoji Icons. After this mail is dealt with (Discarded or Handled), the agent will get 1 less email than the maximum number of email sessions setting.

Conditions:
When an Emoji is used in the "From", "To", "Subject" feild of an email, and that Email is sent to an Email Contact Service Queue.
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