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Troubleshooting

1. some of the information to the customer instead of including everything in the body of the email reply Unable to Display Attachments You click the tab of an email contact to view the customer email and one of the following messages appears Hi Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express Release 10 6 1 Troubleshooting Images in Customer Email Do Not Appear Unable to display attachments The number of attachments cannot exceed 10 e Unable to display attachments The total size of all attachments cannot exceed 10 MB Unable to display attachments The size of a single attachment cannot exceed 2 MB What to do Although you cannot download the customer attachments you can still view the text in the email body and reply to the customer Send the customer a reply to let them know that you did not receive the email attachments You can also indicate why the attachments could not be downloaded and ask the customer to resend Images in Customer Email Do Not Appear A customer includes an image within the body of an email message The image does not appear in the email message when you view it in Finesse This problem can occur because of the differences in how images are handled by different email clients No error appears in Finesse when this occurs However a customer may ask if you received the picture they sent or something similar What to do Let the custom
2. Troubleshooting e Chat is down due to temporary outages page 1 e You are not configured for Chat and Email page 2 e An Error Occurred While Joining the Chat Room page 2 e Chat Disconnected page 2 e Cannot Load Predefined Responses page 2 e Manage Chat and Email Gadget is Blank page 2 e Auto Accept of Email Failed page 3 e Unable To Load or Reply to Customer Email page 3 e Connectivity Issues page 3 e Customer Email Not Found page 4 Email Being Worked On by Another Agent page 4 e Editing Email Reply Is Slow page 4 e Unable to Display Attachments page 4 Images in Customer Email Do Not Appear page 5 Chat is down due to temporary outages If a component fails the Chat and Email Control gadget displays the following error message Chat is down due to temporary outages What to do e If the chat window is not dimmed you can continue with the active chat sessions If the chat window is dimmed or you are ready to end a chat session click End to close the chat session e If the error is displayed when you are performing an action on the Chat and Email Control gadget retry after some time to check whether the system has recovered Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express Release 10 6 1 a Troubleshooting A You are not configured for Chat and Email You are not configured for Chat and Email When you log in to the Finesse desktop the Cha
3. er know that you did not receive the image Ask the customer to resend it as an attachment Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express Release 10 6 1 m Troubleshooting A Images in Customer Email Do Not Appear isco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express Release Cisco Fi A dS isor Desktop User Guide for Cisco Unified C c E Rel 10 6 1
4. t and Email Control gadget displays the following error message You are not configured for Chat and Email What to do Contact your administrator An Error Occurred While Joining the Chat Room You accept a chat contact and the following error appears An error occurred while joining the chat room What to do The connection to a system component is down Contact your administrator Chat Disconnected If a connection failure occurs during your initial attempt to join the chat session or after you join the chat session the following error appears Chat disconnected What to do e Click End to close the chat session The chat contact is marked as discarded e If the condition persists contact your administrator Cannot Load Predefined Responses You are in a chat session No error appears on the desktop but the Predefined Response icon is dimmed What to do Contact your administrator Manage Chat and Email Gadget is Blank The Manage Chat and Email gadget contains no content is completely blank No error message appears Hi Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express Release 10 6 1 eae Troubleshooting Auto Accept of Email Failed i What to do A system service is down Contact your administrator Auto Accept of Email Failed If auto accept of email fails the following error message appears on the Manage Chat and Email gadget and
5. ue Contact your system administrator Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express Release 10 6 1 m Troubleshooting A Customer Email Not Found What to do Contact your system administrator Customer Email Not Found You click the tab for an email contact in the Manage Chat and Email gadget or you click Send to reply to an email contact and one of the following messages appears e Customer s email was not found Contact your system administrator e Unable to retrieve customer s email It may have been deleted Contact your system administrator e Unable to reply to customer s email It may have been deleted Contact your system administrator What to do 1 Click the Close Tab link that appears beside the error message to remove the contact from the desktop 2 Contact your system administrator Email Being Worked On by Another Agent You click the tab for an email contact in the Manage Chat and Email gadget and the following error message appears This email is currently being worked on by another agent What to do Click the Close Tab link that appears beside the error message to remove the contact from the desktop You can then continue to work on other email contacts Editing Email Reply Is Slow If an email reply is extremely large editing the reply may become so slow that the desktop is unusable What to do Use attachments to send
6. you are automatically moved to Not Ready state Unable to accept Emails Please contact your administrator for assistance What to do If the condition persists contact your administrator Unable To Load or Reply to Customer Email You click the tab for an email contact in the Manage Chat and Email gadget or you click Send to reply to an email contact and one of the following messages appears Unable to retrieve customer s email Contact your system administrator Unable to reply to customer s email Click Send to retry If the problem persists contact your system administrator What to do If the error appears when you click the tab for an email contact 1 Click the Close Tab link that appears beside the error message to remove the contact from the desktop 2 Contact your system administrator If the error appears when you click Send to reply to an email contact 1 Click Send to attempt to send the reply again 2 Ifthe operation fails again click the Close Tab link that appears beside the error message to remove the contact from the desktop 3 Contact your system administrator Connectivity Issues When a system component is down or a network problem exists one of the following errors appears on the Manage Chat and Email gadget Unable to retrieve customer s email due to a server connectivity issue Contact your system administrator Unable to reply to customer s email due to a server connectivity iss

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