Email Preview in Interaction Center Window

[former_member225430]

Hello CRM Experts,

I want to have the E-Mail preview view besides the Account information in the interaction center once an incoming mail is received or accepted by the agent. How can this be achieved. I am unable to find any Config path or setting in Interaction center menu.

Regards

Prasad

[Sigrid]

Hello Prasad,

How do you accept the E-Mail? Is it an ICI E-Mail or an ERMS Push E-mail and you press accept button or do you interact with an e-mail in the agent inbox?

Please display the e-mail in the "normal" workcenter and press F2 button - which UI component do you see?

Best Regards,

Sigrid

[corrine_guan]

Hi Prasad,

Normally, the email preview should be there once click 'Accept' button.

1. Please set user parameter WCF_IGNORE_ENHANCEMT to A and check if the preview will appear?

2. If not, then after click 'Accept' button, what component/view is it?

Please make a full screenshot of the view, as well as a screenshot for the F12 dialog.

3. What is the version for component BBPCRM?

Best Regards, Corrine

[former_member225430]

Hi Corrine,

I tried with the user parameter and the preview is still not appearing. I tested with custom role.

Attaching After accept and confirm screen shots. Accept Component/View is - ICCMP_BP_SEARCH/BuPaMixSearchB2B

BBPCRM version is -

BBPCRM 714 0008 SAPK-71408INBBPCRM SAP CRM

f2-afteraccept.pngf2-afterconfirm.png

Regards

Prasad

[corrine_guan]

Hi Prasad,

I tried to configure and get exactly the same views.

I only got ICCMP_BP_SEARCH/BuPaMixSearchB2B after accessing business role. But after clicking 'accept' button, I cannot get view ICCMP_BP_DETAIL/BupaDetail.

Can you send me your BPIDENT(or are you using BPIDENT_MULTIPLE) profile screenshots?

And also, the webui Screen after you click 'Accept' button?

Best Regards, Corrine

[former_member225430]

Finally resolved the issue.

Since we are using ERMS push, the request ID and process ID sent to CTI was not returned back. Hence E-mail preview was not working.

Prasad

[sudheer19]

Hi Prasad,

good to hear you resolved the issue. i have same requirement i am currently working on. it would be great if you can share the documentation on ERMS push technique. I know we have to configure email provide as agent inbox in define email profiles and erms routing email into SAP.

i don't see one place where we have complete set up for this. since you did this if you don't mind can you please share it pls?

thanks,

Venky

[former_member225430]

Hi Sigrid,

Below was my findings on E-Mail preview setting and component.

If I set the value mv_preview to XE, the E-Mail as per second attachment, the Preview is displayed.

Not sure where this setting or config is done for preview to work.

Best Regards

Prasad

e-mailpreviewcomp.png

e-mailpreview-setting.png

[former_member225430]

Hi Sigrid,

Yes we have implemented above note in our system. This has not helped to display email preview.

I want to understand what config in the system brings/removes the E-Mail preview and if it is available in Vanilla system? My colleague mentions of removing some config initially and now not able to recollect what it was?

Best Regards

Prasad

[Sigrid]

Hi,

Not sure if you have already implemented SAP Note

2636908 - Preview not displayed for some e-mails in ERMS Push scenario

If not, please implement and test again. It should work for ERMS push without any additional customizing.

Best Regards,

Sigrid

[former_member225430]

Hello Sigrid,

We are using ERMS Push E-mail and on pressing accept button we accept email conversation. That Time I believe the E-Mail preview should appear to know agent is interacting with what content.

If we go to My Activities and open the E-Mail item, the preview is visible there.

Attaching the F2 of the E-Mail component from my activities. The E-mail body does not display F2 component.

Regards

Prasad

to-fieldf2-myactivity.png

[former_member225430]

Any takers for this challenging question? will be rewarded appropriately.

This sure does not seems to be a config issue.

[former_member225430]

Hi Corrine,

We are using standard account identification profile. Attaching you the screen shots of the profile config.

The relationships and object component nodes are not populated.

Regards

Prasad

bpident-config-std.png

bpident-config-std2.png

bpident-config-std3.png

bpident-config-std4.png

ui-afteraccept.png