There is no official document released for feature comparison, but there is no functional loss in ECE. ECE is more streamlined and focused on email and chat. Key new features include New and enhanced agent console which is supported on multiple browsers (IE, Chrome, and Firefox). Also, support for latest and greatest UCCE release. ECE also supports SSO this changes the agent experience and also a better experience and better security. Precision routing is another key feature available.    Hope this helps!  ... View more

So the problem statement is that you are not seeing any data in this ECC Var?    If yes, Please confirm below steps are done.  1. if you have created the custom attributes at "Activity data" object in ECE and mapped this in pre-login form and the values are passed through pre-login screen and stored in ECE DB?  2. Map this custom attribute to ECC Variable in ECE. 3. Add this to the queue on which you are receiving the chat. Once above is done ECE will pass this data to ICM and the data should get displayed in Finesse.   Hope this help!     ... View more

Check the installer log file i.e. eg_installer_ .log which gets generated under below mentioned path: :\Documents and Settings\ \ Local Settings\Temp e.g. if you are logged in with administrator account and OS is installed on C drive then you will find installer log file under below mentioned path: C:\Documents and Settings\Administrator\Local Settings\Temp\ Also execute the below mentioned query and query result for further troubleshooting of the reported issue: select * from sys.databases We have seen this issue in past and below was the cause of the same, please validate if this is correctly set? . The EIM installer was unable to connect to DB as domain user account, as the account was not trusted for delegation. After making that change for user and server we were able to proceed with the EIM installation. Keep us updated on the progress of same. If this dosent resolve the issue, please raise a TAC case and we can work on the same. Regards, Gaurav Thakur ... View more

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). ... View more

Is the default database of your login set to something other than "master"? That will cause the error you are seeing. Could you please check the permission for the user used to install EIM? The user should have sysadmin permission on SQL. ... View more

This is UI which is not giving any information but just complains about the transport link been down. We would ne the correct logs and also the CTI logs to understand the issue. ... View more

All communication happenes between CG and CMB for creating a call. WIM will pass the phone number to CTI and CTI will communicate with CMB and blend the call and other routing is same on UCCE side. Did you happen check with TAC on this? I will go through the logs and see if I can find anything, but a session could you help more to debug this issue. I would request you to work with TAC first they know how to resolve these type of issues. ... View more

This table is used by base for monitors used in supervisor console. We populate data for each queue in EGPL_MON_QUEUE_DATA using egpl_mon_f_getrs_queue_data sp, Right now we populate only email,chat and task type of activities through this sp. You want to go through the SP to understand what data is populated in that column. Hope this helps... Happy Holidays... Cheers! GT ... View more

Hi Jay, In EIM 9.0.2 the configuration for listener is removed completely as there is no dependence on EIM for call back. If this is just call back, that you’re planning to use then we don’t need the connection between CMB and WIM you can remove the configuration. However, please increasing the verbose level to 10 and capture the logs for blender and share it with us and verify the CTI logs for more information. Thank you, Gaurav Thakur. ... View more

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. ... View more

Please see below for answers. Q2 - Need to add some custom code to which will generate this popup (automaticly or using a button). You can contact eGain PS for the same and should customizable. Q3. I believe you want to display the chat transcript? There is no limit on time frame for which the chat history is available. The agent can go to completed folder to view the complete chats and current chat should also have the complete transcript for that session in agent console. You can below DL to ask EIM or RFP related questions. ask-eim-wim@external.cisco.com Hope this helps. Regards, Gaurav. ... View more