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Former Member
May 26, 2011 at 09:27 PM

ICI Email Access to Non ACD Agents

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Hello,

We have a working scenario for ICI pushing the to Agents using GPlus adapter. Any new email gets routed to the next available agent logged into the email queue of GPlus and gets a scren pop. Typically an agent will create an Interaction with the new email received and save it.

However we also have 2nd level support people accessing the same interaction to resolve issues. However as 2nd level does not need to receive any phone call or email, we have remove the CONTACTCENTER function profile from their business role.

The problem now is these 2nd level support person are not able to access the emails. When they click on the email link in the activity clipboard, the call fails as the mail physically does not reside on CRM server but on with the CMS (Communication Management Software).

I was wondering if anyone has implemented any scenario where ICI mails are somehow stored in CRM server after delivering to the Agent, to be made available to these non-CMS users who are maintained in the Communication Management Software (eg GPlus)? I looked at ERMS mixed mode also but not sure if that will solve this problem either...

Thanks

Alok