Solved: UCCX Finesse Workflow for Email

lohjintiam · ‎06-04-2020

My goal is to pass email related information from UCCX Finesse workflow to my case management system each time a new email is accepted/handled by the agent
1. How can i pass the following information (customer email address, email subject, date time, email content and email attachment) in the workflow action?
2. Can i make use of the HTTP Request (application/xml or application/json) to send this

Thanks!

-JT-

dekwan · ‎06-04-2020

Hi,

As far as I know, Finesse itself does not have all the email data (from #1) that you are looking for. But, you should be able to get this data from CCP/SocialMiner: https://developer.cisco.com/docs/contact-center-express/#!get-email/get-email

So since Finesse doesn't have that data, you won't be able to use the workflow action and must create a custom gadget to to pass the data. This is assuming your case management system has an API to accept this data.

Thanx,

Denise

View solution in original post

dekwan · ‎06-04-2020

Hi,

As far as I know, Finesse itself does not have all the email data (from #1) that you are looking for. But, you should be able to get this data from CCP/SocialMiner: https://developer.cisco.com/docs/contact-center-express/#!get-email/get-email

So since Finesse doesn't have that data, you won't be able to use the workflow action and must create a custom gadget to to pass the data. This is assuming your case management system has an API to accept this data.

Thanx,

Denise

lohjintiam · ‎06-05-2020

Hi Denise,

While the email content looks to be simple text format, any idea how are attachment are stored within CCP?

Thanks!

-JT-

dekwan · ‎06-05-2020

Hi,

I don't know too much about the CCP APIs, but according to the example XML response,

<EmailMessage>
  <id>072D0E871000012B0000ED8B0A568DDF</id>
  <subject>Email subject</subject>
  <fromAddress>sender@xyz.com</fromAddress>
  <toAddress>name1@example.com</toAddress>
  <ccAddress>name2@example.com,name3@example.com</ccAddress>
  <receivedTimestamp>1302551491320</receivedTimestamp>
  <contentType>text/html</contentType>
  <body><![CDATA[ ... ]]></body>
  <refDraftURL>https://<server>:<serverport>/ccp-webapp/ccp/reply/
   email/{id}/draft</refDraftURL>
  <attachments>
      <incomingAttachments>
         <attachment>
             <name>incoming_filename</name>
             <refURL>https://<server>:<serverport>/ccp-webapp/ccp/
              reply/email/<id>/attachment/incoming/
             <attachmentIndex></refURL>
             <sizeBytes>256</sizeBytes>
          </attachment>
          ...
      </incomingAttachments>
  </attachments>
</EmailMessage>

It seems like attachments have a refURL.

Thanx,

Denise