From the customer, it'll hit your mail server (typically Exchange). From your mail server, the email will traverse to ECE. This proces of Exchange to ECE is all done by the retriever service. The retriever service is dependent on having an Email Alias setup that will have inbound (retriever) and outbound (dispatcher) configured. At this point, the email enters the department and if you have an inbound workflow setup, it'll follow that logic next. Your Start Node in the workflow will specify which email aliases are allowed to enter the workflow; if the email alias is not permitted, the email routes to the default exception queue. If the email alias is permitted, then at this point, it's up to you on how to handle the email. You can send it straight to ICM or you can have auto replies, SLAs, conditional statements, or even email modifications. Once you decide to send it to ICM, it'll hit the Queue Node. The Queue Node really isn't an ICM queue. Have to remember, this is an eGain product at the end of the day and this is based on its stand alone eGain Solve product, so the ECE queue is really the ICM Dialed Number/Script Selector that you imported during your CCE integration (prerequisite). Once the email is sent off to ICM, it'll follow the same logic as voice... the DN/Script Selector is mapped to a Call Type...the Call Type scheduled to a script, so it should ingress into a routing script where you'll have routing logic waiting for it. Remember to create your skill groups/precision queues under the correct MRD and that your agents are imported into ECE, licensed and skilled. ... View more

Yes, it's a safe assumption that if an ES says that it should be applied to the PGs, Distributor, Router/Logger... it applies to both UCCE and PCCE. ... View more