Troubleshoot ECE when Agents of a Department Do Not Get "Attachment" in More Option Dropdown

Available Languages

Download Options

PDF (221.0 KB)
View with Adobe Reader on a variety of devices
ePub (295.6 KB)
View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone
Mobi (Kindle) (192.3 KB)
View on Kindle device or Kindle app on multiple devices

Updated:July 25, 2019

Document ID:214669

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Introduction

This document describes steps to troubleshoot Enterprise Chat and Email (ECE) when Agents of a particular department donot see "Attachment" in more option section.

Prerequisites

ECE 11.6
Unified Contact Center Enterprise (UCCE) 11.6

Requirements

Cisco recommends that you have knowledge of these topics:

ECE 11.6
UCCE 11.6

Components Used

The information in this document is based on these software and hardware versions:

ECE 11.6
UCCE 11.6

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Problem

When Agent goes to respond to an inbound email; or when an agent creates an outbound email; they donot see "Attachment" in more option dropdown. As shown in the image;

Solution

In order to fix the issue; we had to
- Log in to Pa page.
- Click Administration.
- Expand Department\Goto Impacted Dept.
- Expand Settings \ Expand Department.
- Select Setting Name “Email – Criteria for blocking attachments” ; here if the value is set to “Both inbound and outbound emails” ; then change this to default “ Inbound emails only” ; click Save.

Followed this by restarting the “retriever services” using the following steps;
- From Consoles \ click System.
- Expand Partitions \default \ Services\Email \ Retriever.
- Restart rx-instance.
Note: Ensure that this step is done during a change request and/or during a maintenance window. Also note that there may be more than one rx-instance listed.