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External E-mail integration with SAP CRM

Hi All,

We are on CRM 7 and using Genesys for routing the emails what configuration is required to display external customer emails in IC agent inbox.



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    author's profile photo Former Member
    Former Member
    Posted on Dec 01, 2009 at 04:18 AM

    Hi Raj,

    It sounds like you are going to be using the GPlus Adapter. In this case, the e-mails are not picked from the IC agent inbox, they are pushed to the agent just like a phone call. The Communication Management Software sends them to the IC Webclient using the ICI protocol.



    Glenn Abel

    Covington Creative

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    • Hi John,

      Regarding the 3rd option you mentioned below:

      3) There is also a third, hybrid option where you first use SAP ERMS to do some pre-processing (like auto-acknowledge) and THEN pass the email back to the communication management software (like Genesys or SAP BCM) to route the email to an available agent. This third option is called ERMS push.

      I found below sap help:

      It requires to create rules in the ERMS context to push email to the CMS. According to the example provided in the help, it routes to IC webclient agent. How does this IC webclient agent link to the CMS? Is this webclient agent a special user?

      Please help to shed some light on this one.

      Thanks in advance!

      Zhi Jie Kong

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