ECE Email search

[chad_meyer]

Hey everyone,

I have a customer who is testing ECE 11.6, email only.  They are asking if it is possible to historically search through emails (From address, customer contact, name...etc.)  The only place I have seen anything close to this is in the ECE UI embedded in Finesse.  Even that I am unable to search the body of a message.  Looking at the CUIC reports which is very minimal for ECE doesn't seem to have anything more than email quantity stats.  Has anyone had any experience with this?  The built in ECE reports section seem pretty lacking as well.

Thanks for any input.

[Konstantin Vaksin]

Finesse gadget has possibility to search for the mails.

Also you can use DB query, but that is not recommended to do in regular basis

Kostia

[chad_meyer]

Konstantin,

Thank you for the reply.  Does Cisco offer a Finesse gadget out of the box by chance that can be incorporated?  How do most people perform historical searches?  What if an email needs to be exported for any reason?

[bill.king1]

This defect seems to imply that 11.6 does support the content search you want and that it is further improved in v12?

https://bst.cloudapps.cisco.com/bugsearch/bug/CSCvq87273

[piyush aghera]

Hi,

I am not sure if you have already got information that you need, but Cisco ECE Agent console in finesse provides Simple and Complex search options.  If you select Complex search then you can add search criteria for Email Content as shown in below screenshot.

Other way to perform more detailed search is to use database queries as Konstantin mentioned. Some tables of interest to view activities, their content, contacts, agent details are as below:

• EGPL_CASEMGMT_ACTIVITY
• EGPL_ROUTING_QUEUE
• EGML_MAILHOST
• EGPL_USER
• EGPL_CASEMGMT_CASE
• EGML_MAIL_ACCOUNT (if you're using OAuth, which you should be)
• EGML_MAILHOST

Do some triage on these tables and you'll find most of the details you need.

Thanks.

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