Cisco EIM database Query

[Ramamoorthy Shanmugam]

Dear All,

EIM version 11.0.2 up and running , but last few  days we are facing some issue for few  customer mail ID’s  & request

Customer are  complaining – they sent mail to call center EIM mail ID  but we are not receiving any mail from particular customer . Also when we sent from EIM they are not receiving any mail from call center Email ID .

But when we are sending from my outlook they are able to get mail .

for this issue how to check in my database whether the  particular mail reached or not ?

If you provide SQL query or some suggestion it will be help  to check with  exchange team .

Thanks & Regards,

S. Ram

[Omar Deen]

You can query the EGML_EMAIL table from the eGActiveDB. 

The problem you're having sounds like your Incoming and Outgoing email configurations are not correct. If you're using POP3 for incoming, you can verify this by logging into that mailbox via OWA and see if the emails are sitting in that inbox or not. If they are, check the password of the user that was configured to POP that mailbox because either they don't have permission or their password expired. If you're using Office365, you have to use secure ports, 993 for incoming and 587 for outgoing. 

[pravin.muthu@vads.com]

Hi

we have issue with EIM not receive email from exchange (Office 365). Emails stuck at exchange does not push to EIM (very slow). as checked in rx log stated as below. any idea? can help

FAILED_TO_RETRIEVE_EMAIL # 4709 alias ->abc@.com.my <@>
javax.mail.FolderClosedException: Lost folder connection to server

{send_mode=1} com.sun.mail.smtp.SMTPSendFailedException: 554 5.2.0 

[Ramamoorthy Shanmugam]

Hi,

Please check with your network team about the slowness.

From App and Web server disable TCP/IP offload settings. And telnet your mail server IP with port no for PoP3 or IMAP and SMTP.

NIC settings:     

https://www.cisco.com/c/en/us/support/docs/servers-unified-computing/ucs-manager/116092-vmware-deploy-cklst-ucce-00.html

EIM – WIM Troubleshooting guide

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_1101/Troubleshooting/guide/cisco_im11_cce_troubleshoot_guide.pdf

Ram.S

[pravin.muthu@vads.com]

TQ Ramamoorthy the issue has been solved.!

I would need to check another thing regarding EIM, how to purge the old data from EIM database. e.g email interaction/history from 2016 till 2017, purge out from active DB. do we have standard SQL code to purge out on this data