Contact Center General ECE Troubleshooting

Speakers:
Joshua Raja, CX
Alex Artamonov, CX
Jose Adolio, CX

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Learning Objectives

This lab guide is for enterprise voice and contact center engineers interested in understanding and
troubleshooting Enterprise Chat and Email (ECE).
An explanation of the components of ECE, the new ECE 12.6 features, and how both email and chat activities
move through the system. This is focused on the PCCE 12.6 integrated ECE, but the principles will apply to UCCE
integrated systems as well.

Pre-requisite knowledge
This is an intermediate session intended for engineers with prior Contact Center Enterprise (CCE) experience.
Prior experience with Enterprise Chat and Email is not required but will be helpful.

Disclaimer
This training document is to familiarize users with ECE 12.6 and PCCE 12.6. The design of the lab is not one which
would be supported in a production environment. While the features described do work, there are many other
features in ECE which may be needed in your environment. For design-related questions please contact your
representative at Cisco, or a Cisco partner.

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Lab Topology and Access
Lab Deployment

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Lab Addressing and Credentials -Add ECE Components

Demo VMs Hostname IP Address Username Password

AD / Exchange ad1 198.18.133.1 DCLOUD\Administrator C1sco12345

CUCM cucm1 198.18.133.3 administrator C1sco12345

Rogger Ccerogger 198.18.135.37 DCLOUD\Administrator C1sco12345

PG Ccecall 198.18.133.12 DCLOUD\Administrator C1sco12345

AW-HDS ccedata 198.18.133.11 DCLOUD\Administrator C1sco12345

CVP Call Server CVP

cvp1 198.18.133.13 DCLOUD\Administrator C1sco12345
VXML Server

CVP Reporting
cvprep1 198.18.133.70 DCLOUD\Administrator C1sco12345
Server

Finesse finesse1 198.18.133.16 administrator dCloud!23

CUIC Live Data IdS cuic1 198.18.133.15 administrator dCloud!23

VVB vvb1 198.18.133.143 administrator dCloud!23

Cloud Connect cloudconnect1 198.18.133.103 administrator C1sco12345

Workstation 1 wkst1 198.18.133.75 DCLOUD\sjeffers C1sco12345

Workstation 2 wkst2 198.18.133.76 DCLOUD\rbarrows C1sco12345

vCube cc-vcube 198.18.133.226 admin C1sco12345

Note: The lab pod is not configured and sized according to SRND production requirements. It was created using VM clones of a master pod
with the goal of hosting multiple identical pods. These labs are for instructional purposes only; please do not consider the deployment
model and allocated hardware resources as a reference for a production system.

Agent and User Information

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Server Connection

NOTE: There is a new application on the Windows 10 Workstation desktops that allows you to quickly connect to any of the servers
within your demonstration session. This is very useful if you need to access any virtual machines native interface.

Double click the mRemoteNG shortcut [ ] to open it and see the list of servers. Then click on the server’s
name on the left side panel to open it up.

Email Routing Troubleshooting

In this lab activity, you will gain an understanding and learn to troubleshoot the 3 legs of an email flow: Ingress,
Treatment, and Agent. At the beginning of each task, we will send an email into Cisco Enterprise Chat and Email
(ECE) and check its status in the database. This will tell us which leg it has reached and where we need to focus
our attention to determine the root cause. We will also explore messaging between ECE and Cisco Contact
Center Enterprise (CCE) and determine how email tasks are reported for Service Level Agreement (SLA), handle
time, and multitasking.
Objectives:

• Understand the three stages of the email flow

• Narrow down an issue to a particular stage
• Troubleshoot that stage effectively

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Lab 1: Attributes and Precision Queue

In this lab you will perform the following tasks:

• Configure a new Attribute and assign it to an Agent

• Configure a new Precision Queue

Task 1: Configure a new Attribute and assign it to an Agent

For this task you will access SPOG Interface and will go through the configuration of a new PQ

Step 1. Open your DCloud lab session and open WKST1

Step 2. Open Google Chrome and go to Admin Links > PCCE

Step 3. Login with the Administrator account of dcloud

Username: [email protected]

Password: C1sco12345

Note: Password may be already stored in the browser

Step 4. Go to Organization > Skills > Attributes > New

Step 5. Configure the new Attribute based on the below settings and save

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Step 6. Go back to SPOG and select Users > Agents

Step 7. Look for agent “sjeffers” and go to Attributes tab

Step 8. Assign the Attribute we created on Step 5.

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Task 2: Configure a new Precision Queue

Step 9. Go back to SPOG Organization > Skills > Precision Queues

Step 10. Create a new Precision Queue and set the following values and save

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 Lab 2: New Email Queue and Workflow change

In this lab you will perform the following tasks:

Configure a new Email Queue in ECE through SPOG

Change the existing Workflow and point it to the new Queue

Important:

Make sure you are working in the Service Partition

Task 1: Configure a new Email Queue

Step 1. Step 1. Open your DCloud lab session and open WKST1

Step 2. Open Google Chrome and go to Admin Links > PCCE

Step 3. Login with the Administrator account of dcloud

Username: [email protected]

Password: C1sco12345

Note: Password may be already stored in the browser

Step 4. From SPOG go to Overview > Email and Chat

Step 5. Under Service > Business Rules > Queues > New and make sure the following settings are configured

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 Task 2: Change Existing Workflow

Step 1. From SPOG go to Overview > Email and Chat

Step 2. Under Service > Business Rules > Workflows

Step 3. Select Inbound workflow and look for Email Workflow – Integrated

The options will show up and you will select Diagram tab

Step 4. Double click on the Queue node. A new screen will open and select the queue we created SummitQueue

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 Lab 3: Test Agent Login and Change Status

Step 1. Log in to Finesse Desktop. On the WKST1, open Chrome Browser. Click Demo Links tab and select Finesse
Agent Desktop.

Step 2. On Finesse Agent Desktop, log in with user: sjeffers and click Next.

Step 3. Leave the Dcloud ADFS default password, and click Sign in.

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 Step 4. Make sure the extension is 1080 and click Submit.

Step 5. On the Finesse Desktop, make sure the agent stays at Not Ready mode for Voice but change status of
Email to Ready

Step 6. Check status from EAMS

Whenever an agent is logged in, EAMS sends a MEDIA_LOGIN_REQ. The MEDIA_LOGIN_REQ logs the specified
agent into an Media Route Domain(MRD) (logs agent into all skills configured for that MRD and agent). When an
agent marks himself as available, the EAMS does send two more requests that indicate that the agent is
ROUTABLE or NOT ROUTABLE and READY or NOT READY, and provides client-defined agent information. The CTI
client must have specified the Application Path for the related MRD Peripheral pair in the Open Request
message or the log in is rejected.

Open a Windows Explorer and navigate to C:\Cisco\eService_RT\logs\ folder.

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 Use the search functionality to find the log file you want. Click into the search box and type EAMS

Locate the eg_log_cceece_EAMS-process.log file, right-click the file and choose Edit with Notepad++.

In Notepad++, click on Search -> Find from the Menu.

Search for MEDIA_LOGIN_REQ and we should see the EAMS sending the message to the CTI Server.

2022-11-02 01:51:43.086 GMT+0000 <@> INFO <@> [4846:listener-event-pool-priority-arm-request-executor::-

3] <@> ProcessId:11008 <@> PID:1 <@> UID:1135 <@> UserSessionId:2707459e-fe0d-421b-a365-1cedaf3280d2
<@> ClientIP:198.18.133.75 <@> com.ipcc.listener.arm.ARMLogger <@> <@> Sending MEDIA_LOGIN_REQ -> 0
0 0 37 0 0 0 -105 0 0 31 65 0 0 19 -116 0 0 20 52 0 1 0 0 0 0 0 5 0 107 0 5 49 49 51 53 0 1 10 0 4 0 0 0 0 <@>

CTI Server should process the Media Login Request and if the configuration is correct, it should send a Media
Login Response. From EAMS we will see the below message

2022-11-02 01:51:43.225 GMT+0000 <@> INFO <@> [110:Thread-7] <@> ProcessId:11008 <@> PID:1 <@>
UID:12 <@> UserSessionId: <@> ClientIP: <@> com.ipcc.listener.arm.ARMLogger <@> <@> Received
MEDIA_LOGIN_RESP -> 0 0 0 8 0 0 0 -104 0 0 31 65 0 0 0 0 <@>

Finally, when the Agent becomes Available (Ready) for Email, EAMS sends the event MAKE_AGENT_READY_IND
to CTI Server

2022-11-02 01:56:58.081 GMT+0000 <@> INFO <@> [4876:RMI TCP Connection(3484)-198.18.135.29] <@>
ProcessId:11008 <@> PID:1 <@> UID:12 <@> UserSessionId: <@> ClientIP: <@>
com.ipcc.message.IPCCMessage <@> logOutgoingMessageObj() <@> Outgoing message-
MAKE_AGENT_READY_IND - ARMMakeAgentReadyInd{invokeId=8038, icmAgentId=5172, mrdID=5006,
routable=1, messageFixedPartSize=14, messageFloatingPartSize=0} <@>

2022-11-02 01:56:58.082 GMT+0000 <@> INFO <@> [4876:RMI TCP Connection(3484)-198.18.135.29] <@>
ProcessId:11008 <@> PID:1 <@> UID:1135 <@> UserSessionId:2707459e-fe0d-421b-a365-1cedaf3280d2 <@>

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 ClientIP:198.18.133.75 <@> com.ipcc.listener.arm.ARMLogger <@> <@> Sending MAKE_AGENT_READY_IND ->
0 0 0 14 0 0 0 -99 0 0 31 102 0 0 19 -114 0 0 20 52 0 1 <@>

2022-11-02 01:56:58.082 GMT+0000 <@> INFO <@> [4876:RMI TCP Connection(3484)-198.18.135.29] <@>
ProcessId:11008 <@> PID:1 <@> UID:1135 <@> UserSessionId:2707459e-fe0d-421b-a365-1cedaf3280d2 <@>
ClientIP:198.18.133.75 <@> com.ipcc.listener.AgentAvailabilityStatusHandler <@> <@> PRINT_STATE after
sending MAKE_AGENT_READY_IND to ARM: IcmAgentID, MrdId, STATE = 5172 5006

This concludes the configuration of a new Precision Queue and Skill for Agent Email.

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 Lab 4: Email Flow Troubleshooting

Now that you have completed configuring a new queue for email setup in SPOG, we need to send emails to our
agent. After doing some testing it is reported that emails are not being delivered. Let see what is happening.

We will divide the flow of the email interaction into three different legs. These legs are Ingress Leg, Treatment
Leg and Agent Leg. In this lab you will understand how the services works with each other and how can we
troubleshoot this situation

Task 1: Ingress Leg

To send emails to the agent, we will be using the Demo Website from dcloud. For that follow these steps

Step 1. Open the Google Chrome browser.

Step 2. Open a new tab -> Demo Links -> Demo Website

Step 3. Click the option Talk to an Expert > Email an Expert

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 Step 4. Enter the required details and for email you can use your personal or any other email that you have
access to.

In a high overview the Ingress Leg is the customer sending an email, received by your email server and ECE
Services Server monitoring each new email that arrives to the mailboxes

Customer Mail Server

Services
Server

Database
Server

Step 5. Once you send the email, we need to Confirm ECE can Reach the eMail Server

One of the quickest ways to check if emails are coming in is to directly query the database. We may still need to
use the log files, but we should take advantage of all tools at our disposal.

From WFST1 open mRemoteNG

Remote desktop to ECE server.

Open SQL Server Management Studio.

Make sure the connection settings are as shown in the screenshot below and click on the Connect button.

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 Click on the New Query button at the top to start writing our query.

Click on the dropdown to select the database and choose eGActiveDB.

Copy and the query below and paste it into the query editor. Execute this by clicking Execute or by pressing F5
or Ctrl-E on the keyboard.

SELECT TOP 10 rq.QUEUE_NAME, cma.WHEN_CREATED, SUBJECT, ACTIVITY_STATUS, ACTIVITY_SUB_STATUS, *

FROM EGPL_CASEMGMT_ACTIVITY cma (NOLOCK) LEFT OUTER JOIN EGPL_ROUTING_QUEUE rq (NOLOCK) ON
cma.QUEUE_ID = rq.QUEUE_ID ORDER BY ACTIVITY_ID DESC

Scroll over in the results to the WHEN_CREATED and SUBJECT fields. Do you see your email subject in the
results?

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 Once the email disappears from the mail server, ECE will insert it into the database with ACTIVITY_STATUS=3000
and ACTIVITY_SUB_STATUS=3100. This translates to Ready for Inbound Workflow. We can validate this by
querying the eGActiveDB in SQL Server Management Studio with the same query that we used previously.
Because this STATUS/SUB_STATUS is such a transient condition, it can be difficult to see in a fully functional ECE
system. Remember, the next step is for the Workflow Engine to pick up the email and begin processing it.

Below is a picture of the query above from a similar example in the lab. If you’re very quick after sending a new
email, you may see results similar to the screenshot below.

We have included an all the status and sub status meanings at the end of this document in the appendix.

By default, the Retriever polls the mail server every 30 seconds so we should see information on what is
happening in the current retriever logs. Let’s do that now. We’ll need to be on the ECE server.

Open a Windows Explorer and navigate to C:\Cisco\eService_RT\logs\ folder.

Use the search functionality to find the log file you want. Click into the search box and type rx.

Locate the eg_log_ECE_rx-process.log file, right-click the file and choose Edit with Notepad++.

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 In Notepad++, click on Search -> Find from the Menu.

In the “Find what” box type Processing alias:, then click the Find All in Current Document button.

This will show all the lines which contain this string at the bottom of the Notepad++ window. Here, we can
quickly see how the retriever is working. (Scroll down to the bottom of the search results window and scroll
right.)

2022-11-01 02:41:41.278 GMT+0000 <@> INFO <@> [88:RxInstance id : 999] <@> ProcessId:10836 <@> PID:1
<@> UID:12 <@> UserSessionId: <@> ClientIP: <@> com.egain.mail.module.retriever.service.RxProcess <@>
retrieveMailsForHostRecur<999> <@> Processing alias: [email protected] <@>

Note that this message is at INFO level, which is why we needed to increase the trace level previously.

Task 2: Treatment Leg

The eMails are now being pulled from the eMail Server. This lab exercise will explain ECE’s Email Treatment leg,
including ECE Workflows and CCE Routing Scripts, and how to diagnose and troubleshoot issues within them.

MR PG CCE
Router

Services
Server

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 Let’s re-run the query that we used at the end of the Ingress leg and look at that email we sent again. Notice the
QUEUE_NAME. Are we sure this is the right email? Look over at the SUBJECT, it shows “Summit_Test”, this is
ours. Now look at the ACTIVITY_STATUS and ACTIVITY_SUB_STATUS, they are 4000/4100, this means “Ready for
Internal Assignment.” This means it came in but didn’t go where we expected it to. Make sure you remember
the ACTIVITY_ID, this is going to be needed to continue troubleshooting.

The first thing we will need to validate is the ECE Start Workflow

Step 1. From SPOG go to Overview > Email and Chat

Step 2. Under Service > Business Rules > Workflows

Step 3. Select Inbound workflow and look for Start Workflow – Standard

Step 4. The options will show up and you will select Diagram tab

Remember the order of the workflow, the system defined Start Workflow – Standard runs before any user
created workflows run. Review this workflow briefly. Nothing is wrong here, but you should know what the
default version looks like in case a customer makes changes. Another item of note, the route to Default
exception queue is NOT what is causing our identified issue. Rather, eMails only go to Default exception queue
if they meet one of the rules in the Handling Bounce Backs node. If you look back to the database query results
and scroll over to ACTIVITY_SUB_TYPE, you’ll see that the value is a 1. Handling Bounce Backs will set the
ACTIVITY_SUB_TYPE to either 4 or 5. See the appendix for details on the values for ACTIVITY_TYPE and
ACTIVITY_SUB_TYPE.

Step 5. Validate ECE Inbound Workflow

We now know that the standard workflow did not cause our issue, let’s look at the workflow that will route
things into UCCE.

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 We need to be sure it is pointing to the right Queue we setup previously. If it is not pointing to the right queue,
you will see routing issues.

Step 1. From SPOG go to Overview > Email and Chat

Step 2. Under Service > Business Rules > Workflows

Step 3. Select Inbound workflow and look for Email Workflow – Integrated

Step 4. The options will show up and you will select Diagram tab

This means that ECE is now good, and we can move our focus to the CCE side.

Once the email has been pulled into ECE from the eMail server and the Start Workflow – Standard and the user
created Start Workflow has run, the activity will be in ACTIVITY_SUB_STATUS=4100. Next, the EAAS process will
send a NEW_TASK message to UCCE Once this happens, the ACTIVITY_SUB_STATUS=4105. The ScriptSelector
passed in the NEW_TASK message will be the script that UCCE will run in order to route the task. The Treatment
Leg of the call is complete once the email is queued in the script.

Step 1. Open dcloud and remote desktop to WKST1, then open mRemoteNG and look for the AW-HDS-DDS.
Once the server opens, look for the CCE Script Editor in the Administration Tools

Step 2. Open the CumulusEmail from File -> Open in the Script Editor.

Step 3. Start monitor the script by clicking the monitor button . All counters should show 0.

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 Step 4. Switch back over to ECE and look at our query again.

SELECT TOP 10 rq.QUEUE_NAME, cma.WHEN_CREATED, SUBJECT, ACTIVITY_STATUS, ACTIVITY_SUB_STATUS, *

FROM EGPL_CASEMGMT_ACTIVITY cma (NOLOCK) LEFT OUTER JOIN EGPL_ROUTING_QUEUE rq (NOLOCK) ON
cma.QUEUE_ID = rq.QUEUE_ID ORDER BY ACTIVITY_ID DESC

Notice that the ACTIVITY_SUB_STATUS=4100, not 4105. This indicates that ECE never sent a NEW_TASK to
UCCE. Let’s see why this is happening.

Step 5. Switch over to the ECE server, then open Windows Explorer and navigate to C:\Cisco\eService_RT\logs\
folder. Click into the search box and type EAAS.

Step 6. Right-click on the eg_log_ECE_EAAS-process.log file and choose Edit with Notepad++.

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 Step 7. Scroll down to the bottom of this file. Does anything here look out of place? Shouldn’t we have
something in this log file? After all, ECE is supposed to be running and connected to UCCE. Let’s look at the
services status in ECE

Step 8. Go back to SPOG and go to Overview > Email and Chat. Change to Partition view

Step 9. Select the Services tab and on the left pane look for Unified CCE, what is the status? Ahh, now we see our
issue. The EAAS Process is stopped. To resolve this situation, make sure to start the process.

Step 10. Make sure to also check the status of the EAMS process and if it is stopped, let’s start it

Step 11. Remember that for every process, there could be multiple instances. Next, we need to be sure that the
instances are started as they do not start as part of the process start. From SPOG change the view to Instances

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 Step 12. As we can see both Instances of EAAS and EAMS are stopped even though we already started the
Process. We need to start the EAAS and EAMS instances before continuing and make sure they show up as
running

Notice though that there are two instances under EAMS, one named EAMS-instance and the other named
CUCM_PG. Which one should we start? While you can tell by opening the Edit screen for each, the way that
ECE handles the EAMS-Instance is that the instance which is copied when a new agent PG is added. You will
need to configure and start the instance which is named the same as your Peripheral name in Configuration
Manager.

Step 13. Now that the services are started, if we look back at the Script Editor, SUCCESS!! You should now see 1
new route request into ECE.

Step 14. To see what this looks like in the logs, switch back over to the ECE server and open the
eg_log_ECE_EAAS_process.txt file in Notepad++.

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 Step 15. Use Find in Notepad++ and search for the text NEW_TASK.

Another way to search for this is to use the ACTIVITY_ID. Search the file again for, activityId=3053. If your
ACTIVITY_ID is different, substitute your ID. Finally, because eGain does not always write the activity in this
exact format, you can search for just the ID. This method is particularly useful when you use an editor like
Notepad++ which can search across many files very quickly. At the end of the lab guide are some search
examples that we use to track things in TAC.

2022-11-01 03:41:07.973 GMT+0000 <@> INFO <@> [111:Thread-9] <@> ProcessId:11972 <@> PID:1 <@>
UID:12 <@> UserSessionId: <@> ClientIP: <@> com.ipcc.mr.request.CentralRequestRepository <@>
addActivity() <@> addActivity() - New activity added to the CentralRequestRepository. activityId=3053,
activitySubType=1, EAASInstanceId=888 <@>

2022-11-01 03:41:07.984 GMT+0000 <@> INFO <@> [123:mr-request-executor::-0] <@> ProcessId:11972 <@>
PID:1 <@> UID:12 <@> UserSessionId: <@> ClientIP: <@> com.ipcc.arm.MRLogger <@> logOutgoingMessage()
<@> MSG_TYP_NEW_TASK -> 0 0 0 -128 0 0 4 76 0 0 0 1 0 0 0 1 0 0 19 -115 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -1 -
1 -1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 99 10 69 67 69 95 69 109 97 105 108 0 13 4 74 111 115 101 14 17 106
97 100 111 108 105 111 64 99 105 115 99 111 46 99 111 109 15 0 16 11 83 117 109 109 105 116 95 84 101 115
116 82 26 117 115 101 114 46 101 99 101 46 97 99 116 105 118 105 116 121 46 105 100 0 51 48 53 51 0 <@>

2022-11-01 03:41:08.105 GMT+0000 <@> INFO <@> [123:mr-request-executor::-0] <@> ProcessId:11972 <@>
PID:1 <@> UID:12 <@> UserSessionId: <@> ClientIP: <@> com.ipcc.mr.request.NewTaskProcessor <@>
processNewTaskMsg <@> New task for the activity sent sucessfully. Staus is: true . activityId: 3053 <@>

2022-11-01 03:41:08.107 GMT+0000 <@> INFO <@> [123:mr-request-executor::-0] <@> ProcessId:11972 <@>
PID:1 <@> UID:12 <@> UserSessionId: <@> ClientIP: <@> com.ipcc.mr.RequestExecutorCmd <@>
RequestExecutorCmd() <@> New task message processing completed with Status=truefor activityId=3053.
EAASInstanceId=888 <@>

This is the Incoming response from MR PG to the new activity

2022-11-01 03:55:26.400 GMT+0000 <@> INFO <@> [119:Thread-14] <@> ProcessId:11972 <@> PID:1 <@>
UID:12 <@> UserSessionId: <@> ClientIP: <@> com.ipcc.arm.MRLogger <@> logIncomingMessage() <@>
MSG_TYP_DO_THIS_WITH_TASK -> 0 0 1 126 0 0 4 77 0 0 0 1 0 0 0 1 0 2 89 -42 0 0 13 81 0 0 0 1 0 0 20 50 -1 -1 -
1 -1 0 0 20 52 0 0 19 -115 0 0 0 1 0 0 19 -100 107 4 49 49 51 53 102 0 101 0 13 4 74 111 115 101 14 17 106 97
100 111 108 105 111 64 99 105 115 99 111 46 99 111 109 15 0 16 11 83 117 109 109 105 116 95 84 101 115 116
17 0 18 19 99 99 95 67 117 115 116 111 109 101 114 73 100 61 48 48 48 48 59 19 40 69 109 97 105 108 61 109
105 99 104 97 101 108 46 108 105 116 116 108 101 102 111 111 116 64 100 99 108 111 117 100 46 99 105 115

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 99 111 46 99 111 20 18 77 111 98 105 108 101 61 50 49 50 55 56 57 50 48 48 49 59 21 0 22 0 82 26 117 115 101
114 46 101 99 101 46 97 99 116 105 118 105 116 121 46 105 100 0 51 48 53 51 0 82 80 117 115 101 114 46 67
120 83 117 114 118 101 121 73 110 102 111 0 65 71 61 53 49 55 50 124 83 71 61 53 49 55 48 124 80 81 61 53 48
50 48 124 65 71 84 61 53 48 49 52 124 83 73 68 61 81 67 111 110 116 97 99 116 32 67 101 110 116 101 114 32
70 101 101 100 98 97 99 107 0 82 87 80 79 68 46 73 68 0 99 99 95 67 117 115 116 111 109 101 114 73 100 61 48
48 48 48 59 69 109 97 105 108 61 109 105 99 104 97 101 108 46 108 105 116 116 108 101 102 111 111 116 64
100 99 108 111 117 100 46 99 105 115 99 111 46 99 111 109 59 77 111 98 105 108 101 61 50 49 50 55 56 57 50
48 48 49 59 0 <@>

Task 3: Agent Leg

Our email routing issues are now resolved, and we can route emails to our agent. Task 3 will complete the
process to route our Email to the agent.

MR PG CCE
Router

Web App Services

Server Server Agent PG
Server

Finesse

Agent

First, let’s recap what has happened so far to make this email appear in the Script Editor Monitor mode:

ECE Retriever process pulled message off eMail Server and parsed into ECE database and assigned an
ACTIVITY_ID.

ECE Start Workflow added the Activity to Case (either new or existing) and checked for hard and soft
undeliverables.

ECE Inbound Workflow sent Auto-Acknowledgement mail to sender then routed incoming email to an ECE
Queue, which in turn maps to a CCE Dialed Number/Script Selector.

ECE EAAS sent a NEW_TASK message to CCE MR PG PIM requesting routing instructions.

MR PG PIM then translates this message as a NEW_CALL message to CCE Router. The CCE Router will try and
find the CCE Routing Script scheduled for the ScriptSelector specified in the message and start routing the email
following the script logic. Here is where the Email treatment leg finished.

We verified that the email is currently in the Queue to Skill Group node in our routing script.

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 Push Mode – Route eMail to Agent

Push based routing is the standard way to have eMails sent to agents. Once the Router identifies an available
agent, it will send a CONNECT message to MR PG. This will be sent to the ECE EAAS process as a
DO_THIS_WITH_TASK message. ECE will then show the email to the agent in the gadget.

Step 1. The Agent Logged into Finesse Desktop and Ready for Email. Within just a few seconds, you should see
the email arrive in the Agent’s inbox. DO NOT CLICK ON IT!! We will look at this further in the next section.
Notice that you can see the CASE and ACTIVITY IDs both when the email is presented to the agent

Step 2. Switch over to the ECE server and run the query that we’ve been using throughout this lab. We are going
to use this several times throughout this section.

SELECT TOP 10 rq.QUEUE_NAME, cma.WHEN_CREATED, SUBJECT, ACTIVITY_STATUS, ACTIVITY_SUB_STATUS, *

FROM EGPL_CASEMGMT_ACTIVITY cma (NOLOCK) LEFT OUTER JOIN EGPL_ROUTING_QUEUE rq (NOLOCK) ON
cma.QUEUE_ID = rq.QUEUE_ID ORDER BY ACTIVITY_ID DESC

As a pro-tip, you can add the following just before the ORDER BY clause, WHERE ACTIVITY_ID=3053 (replace
3053 with the Activity ID from your email.)

Right now, the Activity should be in ACTIVITY_STATUS=5000 and ACTIVITY_SUB_STATUS=5100. This indicates
that the activity has been OFFERED to an agent, but it has not yet been read. For reporting purposes, CCE has
not yet started counting Handle Time for the task.

Step 3. Now, switch back over to Agent sjeffers and click on the eMail to accept it. Switch back over to ECE once
you have done this. Execute our query again and look at the new ACTIVITY_STATUS and ACTIVITY_SUB_STATUS.

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 You should now see these as 5000/5900 respectively. ACTIVITY_SUB_STATUS=5900 indicates that the activity is
In Progress. This means the agent has Started the email and is actively working it. It is at this point that CCE
starts the Handle Time for the task.

Step 4. Now, switch back over to Agent sjeffers, compose a reply (be creative ☺), then press Send & Complete to
send this eMail. If you are quick, you can switch back over to ECE, then execute the query a few times and you’ll
see the email go through the following ACTIVITY_STATUS and ACTIVITY_SUB_STATUS states.

ACTIVITY_STATUS ACTIVITY_SUB_STATUS MEANING

7000 7100 Ready for dispatch
7000 7300 Email dispatch in progress (rarely seen)
7000 7900 In progress (rarely seen)
9000 9100 Done

Step 5. When your activity gets to 9000/9100, then your email has been sent to the customer and you are
complete.

Database Field Descriptions

ACTIVITY_STATUS Description ACTIVITY_SUB_STATUS Description

1000 New

1900 In progress

ACTIVITY_STATUS Description ACTIVITY_SUB_STATUS Description

2000 Pre workflow

2100 Ready for custom processing

2200 Ready for virus scanning

2900 In progress

ACTIVITY_STATUS Description ACTIVITY_SUB_STATUS Description

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 3000 Workflow

3100 Ready for inbound workflow

3200 Ready for outbound workflow

3300 Ready for general workflow

3400 Ready for transfer workflow

3800 Error

3900 Progress

ACTIVITY_STATUS Description ACTIVITY_SUB_STATUS Description

4000 Assignment

4100 Ready for internal assignment

4105 Ready for Unified CCE routing

4106 Ready for NIPTA assignment

4107 Listener picks nIPTA agent

4200 In progress

4300 Ready for external assignment

4900 Error

ACTIVITY_STATUS Description ACTIVITY_SUB_STATUS Description

5000 Assigned

5100 New

5200 Pending

5300 Wrap up

5800 Error

5900 In progress

ACTIVITY_STATUS Description ACTIVITY_SUB_STATUS Description

7000 Pre Completion

7100 Ready for email dispatch

7200 Ready for fax dispatch

7300 Email dispatch in progress

7800 Error

7900 In progress

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 ACTIVITY_STATUS Description ACTIVITY_SUB_STATUS Description

9000 Completed

9100 Done

9200 Abandoned

ACTIVITY_TYPE Description ACTIVITY_SUB_TYPE Description

1 Email

1 General

2 Web form

3 Secure

4 Permanent Undeliverable

5 Temporary Undeliverable

6 Reply

7 Forward

8 Compose

9 Auto reply

10 Auto acknowledge

11 Group reply

12 Redirect

13 Undispatch

14 Supervisory accept

15 Supervisory reject

16 Supervisory reattempt

17 Chat Transcript

ACTIVITY_MODE Description

100 Inbound

200 Outbound

500 None

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