Maintenance Manual

62 Enterprise Chat and Email Deployment and Maintenance Guide
This chapter provides an overview of the process of setting up ECE–Unified CCE objects.
Configuring Variables in ECE
While sending new activity requests from a queue to Unified CCE, EAAS sends call variables and ECC
variables to Unified CCE as task context. By default, the following activity attributes are sent to Unified CCE as
ECC variables.
 For inbound and outbound email activities: activity_id
 For chat activities: activity_id
 For callback and delayed callback activities: activity_id, customer_name
If you need to pass on other attributes of the activity as call variables or ECC variables to Unified CCE, you need
to configure them in ECE. These variables can then be used in Unified CCE scripts to configure conditions. For
details, see the Unified CCE scripts documentation. If you plan to configure these variables as ECC variables in
ECE, you need to first create the ECC variables in Unified CCE. For details, see the Unified CCE
documentation.
You can also create variables for custom activity attributes. For details about creating variables, see the “Call
Variables” chapter in the Enterprise Chat and Email Administrator's Guide to Routing and Workflows.
Verifying Mapping of Objects in the Administration
Console
To verify that Unified CCE objects have been mapped correctly in the ECE
Administration Console:
1. Launch the URL: http://ECE_Web_Server/Default_Partition.
2. Log in as the partition administrator (user name and password that were configured during the installation of
ECE). Go to the Administration Console.
3. Under the appropriate department, browse to the User > Users node in the Administration tree, to verify that
all users mapping to the administrators, supervisors, and agents, which were selected at the time of
importing the objects, are displayed. For details, see the Enterprise Chat and Email Administrator’s Guide
to Administration Console.
4. Under the appropriate department, click the User > Groups node in the Administration tree to verify that all
user groups mapping to the skill groups, which were selected at the time of importing the objects, are
displayed. For details, see the Enterprise Chat and Email Administrator’s Guide to Administration Console.
5. Under the appropriate department, click the Workflow > Queues node in the Administration tree, and verify
that all queues mapping to the MRDs, which were selected at the time of importing the objects, are
displayed. For details, see the Enterprise Chat and Email Administrator’s Guide to Routing and Workflows.