Thanks for explaining your use-case.
Does your CRM system wait for CCX to "route" this queued email contact (from the email CSQ) and "assign" it to a particular agent? Or, does it not wait / depend on CCX routing and contact association to a specific agent at all?
Email Reply APIs operate on email contacts. You need to have:
- email contact ID
- a way to authorize the email reply APIs - this could be the contact access token (present in the contact assignment notification from CCX to the finesse agent desktop), or it could be SocialMiner administrator credentials (HTTP basic auth).
If you want to get the contact ID for a specific email contact, you can use the Search API in SocialMiner to search for a specific email contact by attributes such as author (sender email ID), title (subject of email), published time etc.
Refer section "GET (Search)" under Chapter 29 (Social Contact) in Cisco SocialMiner Developer Guide.
Once you get the email contact ID, you can use the Email Reply APIs from your client to load the email body. There are separate API requests for loading email body and each individual attachment.
As I mentioned above, your client also needs to be able to authorize these API requests.
Nagendra U M