EIM Integration to Push Content

[Jawad Bokhari]

Hi,

In a UCCE deployment, we have a requirement to integrate EIM (latest version) with an external CRM solution to keep copy of the email in the CRM.

The required workflow is as below:

1- Email is received on EIM

2- EIM would route the email to an available agent

3- EIM loads the customer profile from CRM using ODBC. (which we believe can be done using Data Adapters)

4- EIM to push the received email to CRM to associate with the customer profile

5- EIM to push the response to email to CRM to associate with the customer profile.

Step 4&5 are unclear as how to achieve and if EIM provides any interface for pushing data to external business applications.

If it doesn't, can we alternatively get a URL to every email-task and pass the EIM URL to CRM customer profile.

Thanks,

[egain_karthik]

For 4 and 5 you would need to write some java code and use it as a custom rule to write to another system unless from within your crm you can dip into eGActiveDB and extract the information based on email_address, case_id etc...

This would require AS engagement.

[asmita_jams]

Hi,

I am also having same problem

We have queries regarding how to receive an incoming email alert/event.

Regards,

Asmita