Email and Fax Preview in Identify Account

[Former Member]

Hi All ,

Need help in knowing do we have any SAP Note for CRM EHP4 for Email and Fax Preview for CTI Integration or we need to any Component or View.

CRMCMP_BPIDENT and ICCMP_BP_SEARCH are the Components Used.

[corrine_guan]

Hello Alok,

Do you mean, Email /Fax comes in via ERMS push integrated with CTI?

For example, an Email comes in, then the 'accept/reject' buttons flicker. If agent clicks 'Accept' button, the Email will be displayed in the account identify screen as in the attached screenshot:

If not, please provide the detailed operations and the area where the preview are expected.

[former_member225430]

Hi Corrine,

Yes I have the same requirement to view E-Mail Preview along with account details. Could you please guide?

regards

Prasad

[former_member625115]

Hi Corrine,

I am using a copy of IC_Agent business role. I will be accepting email through CTI integration. In the ICI trace on WF-BATCH user, I see the email being routed in to SAP CRM through <route> XML.

However, upon accepting the inbound email from CTI (ERMS Push scenario) and confirming the account, the screen stays static.

I do not see the email preview in the Identify Account screen below the result list section, as shown in the above screenshot provided by you. Are there a set of configuration activities I need to carry out in order to make the email preview visible as shown above or is this out of the box?

Is the email preview in anyway controlled through the function profile ID highlighted below?

Thanks,

Karthik