EIM exception queue

[santiago_figueroa]

Hello I need help!

I have a ucce 7.5.8 Exist a alias for one flow of EIM that if send email to alias but this is send with CC: instead of TO: this email are send to exception QUEUE.

is possible to change this?

thanks.

[Ravindra Adhav]

Hi Santiago,

It should not matter if incoming alias is in cc or to field. Reason for activity routing to exception queue should be different. This will need more analysis of the eg_log_servername_rules-process log for that time. can you open a SR with TAC to look into this further?

Regards,

Ravindra Adhav

[santiago_figueroa]

hello Ravindra, thansk for your reply, Then do not exist restriction over  if alias do not can to do write in cc for routing to correct queue?

thanks

[Ravindra Adhav]

Yes by default there is no restriction.

You will have to check inbound workflow logic and logs to identify reason for this exception queue routing issue

[santiago_figueroa]

Hello Ravindra

What are your  think about this:

Objects Available for Setting Conditions in Rule Nodes

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_administration_workflow.pdf

Email

This can apply to routed if alias exist within CC as containg xxxx@cisco to send to QUEUE?

thanks