ERMS email push: problem with CAD and transfer

Question

Dear Experts,
We implement ERMS email push scenario: email is received on SAPconnect, processed by ERMS, pushed to CMS (Genesys) and routed back to CRM. We are able to receive the action item and the email pops upon Accept; however:
1/ we are not able to access CAD submitted by CMS (the format of the CAD is correct)
2/ when we try to transfer the action item we get an error message: "CRM_IC_APPL_UI_CHMSG   023   Function cannot be executed; cannot retrieve contact"
We've done a bit of debugging and we've noticed there is no handling implemented for itemchannel = 'action' in IF_CRM_IC_EVENT_LISTENER~HANDLE_EVENT class CL_ICCMP_CCS:
        CASE itemchannel.
          WHEN cl_crm_ic_mcm_contact=>c_channel_telephony.
            CREATE OBJECT contact
          WHEN cl_crm_ic_mcm_contact=>c_channel_email.
              CREATE OBJECT email
          WHEN cl_crm_ic_mcm_contact=>c_channel_chat.
            CREATE OBJECT chatsession
        ENDCASE.
Any ideas?
Many thanks. Mario

Answer 1

Hi Zhi Jie,
Please check this PDF: <http://www.sdn.sap.com/irj/scn/index?rid=/library/uuid/30c2f74f-0ee0-2c10-63b1-8a8057ba38d0&overridelayout=true>
It describes pretty well all the steps required to enable ERMS.
For ERMS Email Push you need to ensure your policy rule has two mandatory actions (you'd define them as last ones):
- Push Email to ICI
- Route Email
Note: that means that once the email is pushed to ICI it still needs to be dispatched within CRM i.e. the associated WF needs to be assigned somwhere.
In addition: the system neesd to know to which CMS the action item should be pushed. You need to define it in CRMM_BCB_ADM with CMS ID = ERMS_ACTION.
Hope that helps.
Thanks. Mariusz