Pass email content and attachments to an external application

[mvarela]

We are upgrading to Contact Center Express 4.0. In the old version of CCE we did not use any development or rules. With the new version of CCE I have been asked to do the following: Pass emails recevied in CCE to an external application (SAP). I need to pass the body of the message, sender's email address and attachments to the SAP program. Today the CCE users re-key and attach the information in SAP.

I'm considering calling SAP as an external desktop application with the email message written as an XML file. I should be able to parse the XML file and load the subject, message body and sender's email address. However, I also need the email attachments in SAP.
Can I create a rule to save all attachments to a pre-defined directory? How do I insure the rule is executed before the external desktop application is executed?

[vdeo]

I am not sure on the working of the SAP, but can give you some hints on the rules plugin of CCE. The rules plugin can be used for two events of CCE Delivered and closed event. On capturing these events the following are the supported values which can be passed to the external application.

• <LI class=MsoNormal style="mso-list: l0 level1 lfo1">InteractionID <LI class=MsoNormal style="mso-list: l0 level1 lfo1">ConversationID <LI class=MsoNormal style="mso-list: l0 level1 lfo1">CustomerID <LI class=MsoNormal style="mso-list: l0 level1 lfo1">MSQueueID <LI class=MsoNormal style="mso-list: l0 level1 lfo1">From <LI class=MsoNormal style="mso-list: l0 level1 lfo1">To <LI class=MsoNormal style="mso-list: l0 level1 lfo1">Subject <LI class=MsoNormal style="mso-list: l0 level1 lfo1">AgentID
• StationDN

From the above it clearly shows that the Email message body or the attachment cannot be passed to the external application. Hence using the rules plugin to pass email information to the external application is not possible.

If the SAP application which you are going to develop if it capable of parsing the email then you can very well take the email content from the folder where the CCE saves it. CCE by default would be storing the email in a temporary location of EMS. On an email being delivered at the agent desktop you can create a rule and pass the interaction Id to your external application, based on the ID you can query folder to get the email file and parse the content accordingly.

I am not sure if this is a feasible one but you can give it a try.