In a UCCE deployment, we have a requirement to integrate EIM (latest version) with an external CRM solution to keep copy of the email in the CRM.
The required workflow is as below:
1- Email is received on EIM
2- EIM would route the email to an available agent
3- EIM loads the customer profile from CRM using ODBC. (which we believe can be done using Data Adapters)
4- EIM to push the received email to CRM to associate with the customer profile
5- EIM to push the response to email to CRM to associate with the customer profile.
Step 4&5 are unclear as how to achieve and if EIM provides any interface for pushing data to external business applications.
If it doesn't, can we alternatively get a URL to every email-task and pass the EIM URL to CRM customer profile.
For 4 and 5 you would need to write some java code and use it as a custom rule to write to another system unless from within your crm you can dip into eGActiveDB and extract the information based on email_address, case_id etc...
This would require AS engagement.