WIM integration with Siebel CRM

[Satendra Gupta]

Hi,

We are belwo setup:

1) UCCIE 8.0

2) WIM

We want to pop up customer detail on CRM once chat arrives to agent. Is there any SDK available to capture chat events? How to acheive it?

[Gaurav Thakur]

WIM stores the event in eGActiveDB you can query the DB to fetch the required information.

If you know how to extract the data from UCCE, then pas the required values as a CV or ECC var to ICM and get the data from there.

[Satendra Gupta]

Hi,

Can you please help me about particular table which need to be queried to find active chat events?

As per your suggestion, we need to poll this table to check chat event, and get data from this table (like agent id and customer id).

Thanks

[Gaurav Thakur]

egpl_event_history_casemgmt has all the events for all the active chats. You will have to join egpl_case_mgmt table to get the activity type for chat (2000).

[Satendra Gupta]

Hi,

In current setup, along with UCCE 9 & WIM we have got Finesse also.

In Cisco cti server log we are able to see "SendARMMsg" from WIM. But in Cisco Finesse webservice log we dont see any log for the incoming chat event.

can we use Cisco Finesse APIs to detect WIM chat event?

Thanks