Maintenance Manual

Setting Up Integrated Objects 63
Setting up Business Objects in the Administration
Console
See the following guides for the details of the procedures mentioned in this section:
 Enterprise Chat and Email Administrator’s Guide to Routing and Workflows
 Enterprise Chat and Email Administrator’s Guide to Email Resources
 Enterprise Chat and Email Administrator’s Guide to Chat and Collaboration Resources
To set up ECE business objects in the Administration Console:
1. Launch the URL: http://ECE_Web_Server/Default_Partition.
2. Log in as the partition administrator and go to the Knowledge Base Console.
3. In the Knowledge Base tree, browse to Departments >
Department_Name > Content > Shared > Standard
> Email. Create an article in each of the sub-nodes to set up one option each for a header, greeting,
signature, footer, and auto acknowledgements that can be used in responses to incoming activities in the
department.
4. Go to the Administration Console.
5. In the Administration tree, browse to the Administration > Departments >
Department_Name >
Classifications > Categories node. Create categories.
These categories will be used later in a workflow (see page 63).
6. Now, browse to the Email > Aliases node. Create an alias to serve as the entry point for emails into the
system.
7. Then, browse to the Workflow > Workflows > Inbound node to create an inbound workflow for this alias.
The workflow will route incoming emails. Add the alias created in Step 6 to the Start node. Add the email
queue to the Queue node. Select the auto-acknowledgement KB article created earlier (see page 63) for the
Auto-acknowledgement node. Select the categories created in Step 5 for the Classifications node.
8. Browse to the Chat > Entry points node. Create new entry points by assigning the appropriate templates.
To route chats and call back activities that enter from this entry point, use an auto-configured queue. Make
the entry points active. The configuration steps for entry points are different for different types of activities
and routing options.
The activity types for which you need to create entry points are: Chat, Callback, Delayed callback.
9. In the Properties pane, click the Show HTML button. The code used to generate a chat hyperlink to that
entry point is displayed. Copy this link code into a Notepad file. Edit the code as explained in the Enterprise
Chat and Email Administrator’s Guide to Chat and Collaboration Resources.