ECE Default Exception Queue emails to be closed automatically

[Ramamoorthy Shanmugam]

Dears,

Can we automatically close the ECE Default Exception Queue emails at the end of the day.

We followed the links below. The Reprocess Exception Queue activity is happening, but it is not able to close.

Please share some views on achieving this.

https://www.cisco.com/c/en/us/support/docs/contact-center/enterprise-chat-email-1261/222734-configure-ece-alarm-workflow-to-reproces.html

[piyush aghera]

If you simply want to close everything from Default Exception Queue at the end of the day and not want to requeue or check any activities, then you do not need branch or queue node in Alarms Workflow. You can simply create an Alarms workflow that starts with Default Exception Queue, add an Alarms node that notifies you or ECE Admins that the work flow ran and add Completion node at the end. Then schedule your alarms workflow to run at any time that works for you, i.e., end of day. You do not need to add any conditional nodes, above will suffice to close all activities from Default Exception Queue.

I run my Alarms work flow to close everything that are Auto replies, undeliverable etc. as most of the email providers add these words at the beginning of subject.

Let me know if this works for you, or if you have any other error or message that you are seeing when Alarms workflow runs.

[Ramamoorthy Shanmugam]

Hi Piyush,

We tried, but no luck. We have created a separate Alarm workflow.  Start (Default Exception Queue) àAlarm Notification (Rule)à  Completion node

We set the following conditions. There might be something missing. Please share your view.

[piyush aghera]

This seems correct. I am just checking Activity Substatus in Alarms node like below:

Then I am using Branch node to filter out subjects, however your method should also work. Just make sure your subject contains those words with correct capitalization. and no need to put Queue name again in filter.

Give it a try with these two updates. Your activities are not closing means Alarms Workflow is not able to create a subset of activities that it has to close.

[Ramamoorthy Shanmugam]

We modified the flow Start-Alarm-Branch-Completion and set the Branch node rule condition subject name as Undeliverable. But DEQ emails are not closed. Restarted the Workflow and ECE Application Server, but no luck.

[piyush aghera · Accepted solution]

Can you please share conditions written within Alarm and Branch node? Why is your red line from Branch node going to Completion node? Below is mine:

No filter in Alarm Notification node.

Filter on subject added in Branch node, and if it meets that criteria then close the activity.

[piyush aghera]

I think you have problem with your filters in Branch and/or Alarms node hence activities are not selected for auto complete.

[Ramamoorthy Shanmugam]

Hi Piyush,

Thank you, it finally worked. We have removed the filter in the Alarm node and configured it in the Branch node.

[piyush aghera]

Thanks for confirming that it worked for you