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Former Member

How E-mail functionality works with Interaction Center Webclient

Dear all,

How the E-mail functionality works with IC Webclient, How can we can send and receive E-mails to customers and internal employees through Interaction Center.

Does SMTP server required to be involved for this functionality or External Telephony system Vendor iprovides this function.

What is ERMS? and why we use this in IC Webclient.

Please educate me to understand the concept of E-mail functionality in IC Webclient.

Your help will be highly appreciated.

Best wishes,

Raghu ram.

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    author's profile photo Former Member
    Former Member
    Posted on Jul 17, 2008 at 09:35 AM

    Hi Raghu,

    For E-mail functionality, a mail server needs to be configured.Please check the link for more details:-

    ERMS comes into picture if you want to route mails based on some particular conditions.Rules are configured in rule modeler and based on the conditions specified in those rules, email reaches its appropriate recepient.

    There is plenty of useful information available on net.You can go through these SAP notes to start with:-

    „ 940882 u2013 ERMS FAQ Note

    „ 455140 u2013 Configuration of SMTP for E-Mail

    „ 882653 u2013 Set up and configure IC WebClient Agent Inbox

    „ 896921 u2013 ERMS documentation for CRM 4.0 SIE

    „ 896925 u2013 Set up and configure ERMS for CRM 4.0 SIE

    „ 940883 u2013 Important ERMS correction notes for CRM 4.0 SIE

    „ 925554 u2013 ERMS documentation for CRM 5.0

    „ 940884 u2013 Important ERMS correction notes for CRM 5.0

    Thanks and Regards,


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  • Posted on Jul 17, 2008 at 04:52 PM

    Hello Raghu ram,

    The SAP CRM Interaction Center uses a concept of a shared email inbox for agent teams. This allows customers to communicate with your Interaction Center by sending emails to a corporate email address like service@yourcompany. You typically group your agents together into queues based on a particular product or skillset. Using this concept, customer's don't send emails directly to a specifc agent's email address, and agent's don't send emails directly to each other. That would rather still be done with groupware products like Microsoft Outlook.

    You have three options for routing emails into the CRM Interaction Center. You can push emails real-time to agents via a screen pop using third-party contact-center software like SAP BCM, Genesys, Avaya, and so on. Or there are two options for sending emails into the agent inbox, where the emails are processed in offline mode by agents, technicians, and engineers. You can route emails directly to a specific inbox group/queue by using different emails addreses. Or, you can leverage ERMS to decide where which agents to route the email to based on business rules.

    Please see the various notes mentioned above that appear in the sticky note on top of this forum. For example, there is a nice 85 page FAQ document on the Agent Inbox in note 882653. And ERMS note 940882 is also very useful.



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    • Former Member

      Hello John,

      Your information for Raghu Ram is also very helpful for my current project. But I still have some questions I want to ask you:

      Main Question 1:

      My customer wants to be able to monitor/report their email handling time. Currently they use Solidus as their telephony/emailing system which offers this functionality. Solidus will be phased out, so I have to investigate the possibilities in CRM 2007. Does SAP CRM 2007 offers functionality to monitor/report the handling of email, without the use of a third party system like Solidus? And if our customer decides to still use Solidus, how will the reporting work? I guess SAP BW will be the main tool to support the reporting functionality?

      Main Question 2:

      Our customer uses central email inboxes (e.g. for processing complaints and claims) that will be used by several users. Based on skills/experience, particular users are able to process emails. In their new CRM 2007 system, they want to be able to "push" mail. The same question here, is it possible to have push mail functionality without the use of Solidus, BCM or an other 3rd party tool? So will SAP connect with ERMS be sufficient to support this functionality?

      Kind regards,


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