07-26-2007 04:24 AM - edited 03-14-2019 01:06 AM
Not able to route E-mail messages to the right agents(Email Manager)
07-27-2007 08:54 AM
Hello,
is the Cisco Email Manager integrated with ICM?
G.
07-28-2007 02:04 AM
Yes its integrated with ICM
emanager services is also running..
some we are not able to receive email messages because of pop3 account .
we dont have any Pop3 account..do we have any tools for download so that we can download and simulate the POP3 for checjing it...thanks for ur prompt respose
07-28-2007 02:08 AM
Don't you have any email server?
POP3 is a simple/stupid little protocol I'm sure all email servers know...
09-03-2007 03:50 AM
25. Now watch the email rules engine window when you send in an email. It should catch the incoming mail and say that it's assigning the email to
Can you elaborate on this step as i have created a Rule and try to do testmailagainst and delegated my mail assigned to my created skill group called "TEST_CEM'
26. Look at the routing script in monitor mode - the email should be queued.
When i looked at the Routing script , i am not able to see email getting Queued..i dont know where i went wrong , all my other steps are correct as i followed the above correctly.
09-03-2007 04:30 AM
1. Log into the Cisco Email Manager Administration tool located on http://
2. Click Agent Management in the navigation menu.
3. Click Manage Skill Groups.
4. Scroll to bottom of page, select Peripheral associated with CEM. from the drop down menu.
5. Type in
6. Type in
7. Select ICM Routing and click Create Skill Group. (very important that the SG is an "ICM Routing" SG)
8. Click OK.
(Verify
9. Create an agent (a "pushagent" type)
10. Add this agent to the Skill Group.
11. Create a call type for Email on the Email MRD (say CEM_ct)
12. Now create the dialed number for CEM.
13. Open the Dialed Number List tool.
14. Select Routing Client. (The MR PG routing client)
15. Select ICM Instance from Customer drop down box, click Retrieve.
16. Click Add to add a dialed number.
17. Enter the Dialed Number String in the form of ApplicationInstance.Skillgroup, i.e.
18. Associate this dialed number with CEM_ct
19. Make a routing script and associate it with the CEM call type.
20. Add a Queue Node and a Wait Node and an End Node.
21. Double click on Queue Node. Click inside cell 1 under the Skill Group column to display a drop down list. Select
22. Click inside cell 1 under the Route column to display the route. (this should be filled in once you click in the cell).
23. Set the WAIT node to something long (like 1000 secs)
24. Now make a RULE in CEM that will drop the email into the ICM-related
09-03-2007 01:21 PM
>25. Now watch the email rules engine window when you send in an email. It should catch the incoming mail and say that it's assigning the email to
If this part does not work, ICM routing will not work. When you send an email in, the rules engine will say that it's processing the email and it will tell you how long it took to apply the rules. The last thing it will say is it's assigning it to the skill group. This is an ICM-routing skill group so it should generate a route request through the MR PG.
Do you see it saying it processed the email and assigned it to "unknown" or something similar?
Do you see no activity in the rules engine window when you send in an email?
Regards,
Geoff
09-04-2007 12:58 AM
Yes iam seeing ..Delegate the mail to TEST_CEM (i created skillG by name test_cem)..until that its correct
But when i look at the routing script, iam not seeing the calls getting Queued..
09-05-2007 03:56 PM
Is the request coming up through the MR PG? Does the Call Router show that it's running your script?
You say that you are not "seeing the calls getting Queued", but that's like at the end of the chain, the final step.
Regards,
Geoff
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