Email handling: ICI vs. SAPconnect

Hi All,
I understand CRM 7.0 offers two ways of processing emails:
- ICI push
- SAPConnect pull
(apart from the hybrid option ERMS push).
My question is about the email content in the ICI push option. Does the content is stored in the connected CTI system or in CRM?
Many thanks. Mariusz

Hello Mario,
When using ICI for the so called "push" mode, the actual email itself is stored on the external CMS (Communication Management Software) server such as Genesys, Avaya, SAP BCM, etc. Only the ID of the email is saved in SAP CRM system. When a user clicks on the email ID (of an ICI email) in the activity clipboard of an Interaction Record (Activity) or in the business context of a service ticket, the system tries to retrieve the actual email from the external CMS server. If the email still exists on the CMS (i.e., has not been deleted) the email content can be displayed. If the email was deleted on the external CMS server, then an error message is returned to the user.
When using the SAP Connect for the various Agent Inbox/ERMS "pull" options, the emails are stored in SAP CRM. Technically it's rather complicated as the emails themselves are not actually stored, but rather the emails are converted into workflow and SAPoffice documents, which are stored in various places and tables.
Best regards,
John

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