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In Cisco Enterprise Chat and Email (ECE), Script selector in CCE is mapped to the call type. A call type is a category of interactions, such as chat, email, or voice, that are handled differently in the contact center. Each call type can be associated with a script that contains the instructions that should be executed in order to handle the interactions for that call type.

Aliases cannot be deleted because they are used in an inbound workflow, associated with the users, or associated with a queue. They may also be configured as the default alias or associated with a retriever instance or mail server, but these are not reasons why they cannot be deleted.

References: [1] https://www.interfaceware.com/message-broker/alias-management.html  [2] https://www.interfaceware.com/help/alias_deletion.html  [3] https://www.interfaceware.com/help/alias_management.html

A. If an alias is used in an inbound workflow, it cannot be deleted until it is removed from the workflow. C. If an alias is associated with a user, it cannot be deleted until it is unassigned from the user. E. If an alias is associated with a queue, it cannot be deleted until it is removed from the queue.

You can refer to the following URLs for more details: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise-chat-and-email/11_5_1/administrator/guide/Cisco_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1/b_Enterprise_Chat_and_Email_Administrator_Guide_11_5_1_chapter_0103.html

References: [1] https://docs.microsoft.com/en-us/microsoftteams/media-classes-in-teams-enterprise-chat-and-email  [2] https://docs.microsoft.com/en-us/microsoftteams/configure-enterprise-chat-and-email-with-enterprise-chat-and-email-in-teams  [3] https://www.ombud.com/blog/enterprise-chat-email-microsoft-teams-broadcast  [4] https://www.cmswire.com/digital-workplace/enterprise-chat-the-future-of-work-communications/  [5] https://www.globaldataservices.com/blog/enterprise-chat-email-in-microsoft-teams/

Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.

To use the ECE_Email and ECE_Chat media classes, configuration is required.

D. ECE_Email: ECE_Email media class is used to configure the email channel, this includes settings such as email address, email server, and other email-related configurations. This media class is used to route incoming email to the appropriate agent or department.

E. ECE_Chat: ECE_Chat media class is used to configure the chat channel, this includes settings such as chat server, chat client, and other chat-related configurations. This media class is used to route incoming chats to the appropriate agent or department.

References:

Cisco: Cisco Enterprise Chat and Email

Cisco: Cisco Enterprise Chat and Email Media Class Configuration

Cisco: Cisco Enterprise Chat and Email Media Class Configuration Guide

In Cisco Enterprise Chat and Email (ECE) architecture, the media routing peripheral gateway (MRPG) of the Integrated Contact Manager (ICM) communicates with the ECE application server to route chat and email interactions to the appropriate agent. The MRPG acts as an intermediary between the ICM and the ECE server, directing interactions to the correct agent based on the configured routing rules.

This command uses the OpenSSL tool to verify the authenticity and integrity of an ISO file by checking the signature against a public key. The -sha256 option specifies to use the SHA-256 algorithm, -keyform der specifies the key format is DER, -verify option is used to specify the public key file that is used to verify the signature and the -signature option is used to specify the signature file. It uses the SHA-256 algorithm to generate a digest of the ISO image, and then compares it to the digest that is stored in the signature file. If the digests match, it means the ISO file is authentic and has not been tampered with.

It's important to note that, the actual command may vary depending on the specific operating system and version of OpenSSL being used. Also, it's recommended to consult the Cisco documentation and your Cisco support team for further assistance.

Windows Authentication allows users to connect to SQL Server using their Windows credentials. It uses Kerberos security protocol for authentication and it's considered more secure than SQL Server Authentication.

Always On Availability Groups (AGs) is a feature of Microsoft SQL Server that provides high availability and disaster recovery for a group of user databases. Windows Authentication is required for all the SQL Server instances that participate in an availability group.

It's important to note that, the specific configuration options and settings may vary depending on the version of SQL Server and the specific requirements of the organization. It's recommended to consult the Microsoft documentation and your SQL Server support team for further assistance.

References:

Microsoft: Always On Availability Groups (SQL Server)

Microsoft: Configure the Server Authentication Mode

Microsoft: Connect to the Primary Replica of an Always On Availability Group (SQL Server)

In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A. Only open chat activities in which the customer has not left the chat session can be transferred: If the customer has left the chat session before the transfer, it cannot be transferred.

B. Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.

It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.

Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and Exception. Alarm workflows are used to alert agents when they receive a customer message. Outbound workflows are used to initiate conversations with customers. Inbound workflows are used to handle incoming customer messages. Exception workflows are used to handle customer messages that require additional attention.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-chat-user-guide-cec/cec_b_enterprise-chat-user-guide-cec_chapter_01.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_user_guide/cec_b_enterprise-

ECC (Engagement Cloud Connector) variables are used to store information about a specific engagement activity, such as a chat, inbound email, or outbound email. The ECC variable for an activity would be created using the user's ECE (Engagement Cloud Engine) and the activity's ID, such as "User.ece.activity.id". It would be used to connect and retrieve the information of that specific engagement activity.