We have an in house CRM and planning to make use of email routing and assignment by UCCX-SocialMiner. Instead of displaying the email to the agents in the default Finesse email gadget, we are planning to display the email directly in our web based CRM.
1. UCCX-SocialMiner -> will still continue to alias with MS Exchange/Gmail/O365 to extract the email and perform email assignment
2. 3rd party CRM -> make use of SocialMiner API to extract the email out and display it inside CRM
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.
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Audio and Video Endpoints Knowledge Base
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Collaboration Management Knowledge Base
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