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ERMS Push Email for agents group different

Hi Gurus,

We need to use an ERMS push email scenario but we have several Email address that the customer can use to communicate with us. We have agents group different who attend these email.

Example:

We have two Email address, email_1@company.com and email_2@company.com

We have two agents group, GRUOP_1 and GROUP_2

Now, the GROUP_1 has to get the emails from email_1@company.com and the GROUP_2 has to get the emails from email_2@company.com

In SAP Contact Center, it’s possible to create one action queue.

We can separate in the email inbox but we need to push the email to agents.

Does someone know how can we do this scenario?

It is necessary to allow the agent receive call while he is processing an email, we understand that it is not possible with ICI process.

Best regards,

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3 Answers

  • Jul 14, 2017 at 06:40 AM

    Hello Fernando,

    In your case, you should put the email address to the Address field of queue definition. This is actually the only field mandatory for ERMS push scenario.

    The attribute Z_TO... is needed in case you want to override the original To email address of the pushed email. So basically, in your scenario you don't need it, simply create 2 queues, for each address and use Push command in your ERMS policy. The CCtr will evaluate the address and route email accordingly.

    However, often you create more queues, e.g. Complaints, Billing etc., and override the destination queue based on keywords, for instance.

    In that case, you need to create in CRM new ERMS attribute Z_TO_ADDRESS and assign destination email address of the desired queue.

    The address in CCtr queue does not have to correspond to existing email address, probably invoices@local.mars would work...

    Please, follow step-by-step instructions in the CRM integration guide (

    https://help.sap.com/http.svc/rc/074c7e994ea54e4ea51bb0aed6e1f968/7.0/en-US/SAP_CRM_-_SAP_Contact_Center_Integration_ConfigurationE.PDF ), chapter ERMS Push E-mail. The attribute setup is explained in Step 8.

    Hope this helps.

    Regards,

    Dawood.

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  • Jul 07, 2017 at 09:33 AM

    Hi Fernando,

    not sure if I understand your problem correctly, but you can have more than one action queue for ERMS emails in CCtr. Just in ERMS rules assign different address (of the queue) using attribute Z_TO_ADDRESS.

    Regards,

    Dawood.

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  • Jul 11, 2017 at 10:47 PM

    Hi Dawood,

    Thanks for your answer.

    I have the issue when I try to create order Action Queue in CCtr I'm getting the following error:

    I cannot see the attribute Z_TO_ADDRESS in ERMS rules.

    Best regards,

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