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Cisco E-Mail Interaction Manager - link to external application

Milan Kopal
Beginner
Beginner

hi there,

i've a question related to cisco cim 4.3. is there a way how to call an external application after an email is sent out by the agent? customer has a standardized http link with parametres and it supposes such a link to be called every time agent answers an email (called application is some sort of web tracking form and agent is forced to fill in info related to customer mail).

thanks for any idea

regards

milan

4 Replies 4

egain_karthik
Beginner
Beginner

This can be achieved via customization.

thanks for the answer. is there any guide what can be (in such a case) customized? via which tool (in workflow, in department configuration ....?).

There is no general guidelines as this requires knowledge of EIM/WIM which lies in AS. It would require writing additional classes which listen to a response and either posts to the external app or invokes a custom web service call. This is not something the end user can customize.

paracleitos
Beginner
Beginner

Hello Milane,

I guess you could use an outbound workflow with a data adapter inside. But the client needs to have an advanced

license. Unfortunately the client who needs this feature only has a basic license...

Radek

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