If the customer is moving from the typical Exchange-MS Outlook environment into Cisco EIM, is it possible to migrate over the previous emails (say last 1 year worth)? If so, how can that be done?
It's not impossible, but it's not very practical.
You would have to forward them to an alias that EIM is watching, run through a work flow, send up to ICM for routing (is this an integrated EIM), into a skill group which an agent is assigned to. And then you would have to open up the Agent UI, go available, and mark each as complete (not "send and complete"). Each incoming email creates an activity and the activity must be completed. This would be a most tiresome task.