Cisco CIM adapter integration for HTML link

[RAHUL M]

Hi,

We have 9.0 ucce and Cim 9.0 sytem in an integrated scenario.

We have a  query where a EIM system will get the agent id from a external/ third party (like a rest api or a html page) .Based on the agent id the mail should route to the prefered agent in UCCE.

We have configured the Data and the usage links in adapters but doesnt know how will the agent id will be captured in EIM and how can it be sent to UCCE.

Can any one comment on this.

[Gaurav Thakur]

CIM flow for sticky agent - When a NEW_TASK is created by CIM, it  adds the agent id ( If sticky agent is enabled, for EIM9 please go  through below link page 73. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_901/maintenance/cisco_im901_cce_userguide_administration.pdf

) in preferred agent tag in new_task request and  is sent to ICM. ICM script will read the data from preferred agent  value and assign the activity to that agent.

In your case you will have to validate if the value  fetched by adapter is = to the value logged in agent and avaliable and  set that Id in preferred agent in NT.

You can follow below link to contact our PS in case you need more help.

http://www.egain.com/resellers/contact_ps.asp

[RAHUL M]

Gaurav,

Thanks for your response.

We have already configured the adapters and sticky agent in UCCE. The issue here is how will  CIM system will capture the agent id and sent that to the UCCE system. If we test the data link with static value we get the agent id,but when we test the usage link we find the "404 not found error".

From the logs we can find that the CIM system is rejecting the mail and send it to the default queue.

Note- Our requirement is to route the mail to the preffered agent for the first time when the customers mails to the Contact center.

Thanks,

Rahul