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Feb 05, 2009 at 12:21 PM

ERMS without IC (inbox): auto-create activity out of e-mail

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Hello,

I've got a question regarding ERMS in CRM 2007 / 7.0: We've got a customer that don't want to use the interaction center business roles (like IC_AGENT) but the sales (SALESPRO) and marketing (MARKETINGPRO) business roles. If they manually import an e-mail out of their MS outlook inbox (in business role SALESPRO), a new activity of type 0004 (inbound mail) is created automatically in the system. Is it possible using ERMS that no dialog work item is assigned to the IC agent but an activity of this type gets created automatically, same as if the IC agent would import it manually? As mentioned before, without using the IC frame?

Many thanks & regards

Wolfgang