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Old 04-08-2010, 05:54 AM
vdeo vdeo is offline
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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.
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