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Community Member

Migrating emails into Cisco EIM

Hi all,

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?

Thanks!

-JT-

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Green

Re: Migrating emails into Cisco EIM

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.

Regards,

Geoff

3 REPLIES
Green

Re: Migrating emails into Cisco EIM

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.

Regards,

Geoff

Community Member

Re: Migrating emails into Cisco EIM

Hi Geoff,

So in typical scenario, they would pretty much start fresh from rollout date?

Would it be possible to auto complete them within the workflow itself?

Thanks!

-JT-

Green

Re: Migrating emails into Cisco EIM

Would it be possible to auto complete them within the workflow itself?

Brilliant. Yes, it certainly is possible to add the Completion node and do that. A simple workflow that does nothing but Complete. Good thinking.

You would still have to set up something that forwards each mail one at a time to the alias (POP3 or IMAP4) .

Regards,

Geoff

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