Cisco Finesse Workflow - Chat Mail

[david_legrand]

Hello,

Do you know if I can trigger a popup on Cisco Finesse through Workflow on incoming email and chat ? (Working on UCCE + ECE 11.5)

From my understanding, I have to use Finesse API to get events and trigger an action on incoming Chat or Mail.

Thanks in Advance.

Dvaid

[dekwan · Accepted solution]

Hi David,

Workflows on incoming email and chat is not supported. At this time, workflows only work for voice calls.

Thanx,

Denise

[david_legrand]

Hi Denise,

Many thanks for your quick answer.

Do you know if I can use Finesse API to get Email-Chat-Activities events ?

David

[dekwan]

Hi David,

To be honest, I have not gotten myself up to speed with ECE 11.5 yet. I do not believe that the Finesse APIs work to get the email/chat activities though, but I'm not confident in that.

Thanx,

Denise

[dekwan]

Hi David,

I looked into your question and have a better answer for you.

Finesse has the ability to route these tasks (email, chat, etc) to specific agents via the Task Routing APIs, but does not have the actual email/chat events (e.g. the actual content/information of the messages).

Thanx,

Denise