03-04-2019 01:15 AM
Dears,
Hope you are fine.
I have a question about how ECE works and the workflow of it with PCCE.
If anyone could explain briefly I will be appreciated.
Thank You and BR,
Solved! Go to Solution.
03-04-2019 04:13 AM
03-05-2019 11:56 AM
From the customer, it'll hit your mail server (typically Exchange). From your mail server, the email will traverse to ECE. This proces of Exchange to ECE is all done by the retriever service. The retriever service is dependent on having an Email Alias setup that will have inbound (retriever) and outbound (dispatcher) configured. At this point, the email enters the department and if you have an inbound workflow setup, it'll follow that logic next. Your Start Node in the workflow will specify which email aliases are allowed to enter the workflow; if the email alias is not permitted, the email routes to the default exception queue. If the email alias is permitted, then at this point, it's up to you on how to handle the email. You can send it straight to ICM or you can have auto replies, SLAs, conditional statements, or even email modifications. Once you decide to send it to ICM, it'll hit the Queue Node. The Queue Node really isn't an ICM queue. Have to remember, this is an eGain product at the end of the day and this is based on its stand alone eGain Solve product, so the ECE queue is really the ICM Dialed Number/Script Selector that you imported during your CCE integration (prerequisite). Once the email is sent off to ICM, it'll follow the same logic as voice... the DN/Script Selector is mapped to a Call Type...the Call Type scheduled to a script, so it should ingress into a routing script where you'll have routing logic waiting for it. Remember to create your skill groups/precision queues under the correct MRD and that your agents are imported into ECE, licensed and skilled.
03-04-2019 04:13 AM
03-04-2019 09:59 PM
Thank You a lot about this explain and it was nice. So the cycle of the customer mail go to ECE--->ICM.
is that right?
03-04-2019 10:27 PM
I wish if could you please explain life cycle of the mail when it start to go to ICM or ECE until it finish
03-05-2019 11:56 AM
From the customer, it'll hit your mail server (typically Exchange). From your mail server, the email will traverse to ECE. This proces of Exchange to ECE is all done by the retriever service. The retriever service is dependent on having an Email Alias setup that will have inbound (retriever) and outbound (dispatcher) configured. At this point, the email enters the department and if you have an inbound workflow setup, it'll follow that logic next. Your Start Node in the workflow will specify which email aliases are allowed to enter the workflow; if the email alias is not permitted, the email routes to the default exception queue. If the email alias is permitted, then at this point, it's up to you on how to handle the email. You can send it straight to ICM or you can have auto replies, SLAs, conditional statements, or even email modifications. Once you decide to send it to ICM, it'll hit the Queue Node. The Queue Node really isn't an ICM queue. Have to remember, this is an eGain product at the end of the day and this is based on its stand alone eGain Solve product, so the ECE queue is really the ICM Dialed Number/Script Selector that you imported during your CCE integration (prerequisite). Once the email is sent off to ICM, it'll follow the same logic as voice... the DN/Script Selector is mapped to a Call Type...the Call Type scheduled to a script, so it should ingress into a routing script where you'll have routing logic waiting for it. Remember to create your skill groups/precision queues under the correct MRD and that your agents are imported into ECE, licensed and skilled.
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