ERROR Using Interaction Center

HI:
I have a little situation...
When i go into de interaction center, when i use the application area for searching a BP and choose the one i´m looking for and press enter apears an error like these:
Internet Explorer Script Error
Error: "document.FORM1.REGION" is null or not an objetct
Code: 0
URL: about.blank
i HOPE SOMEONE CAN HELP
REWARDS

Hi ,
I am having issues launching the SAP CRM 5.0 web interaction center with IE7. I have this new laptop configured on XP and IE7.
Do you have any solution for the problems?Pls let know if any.
BR
Survee

Similar Messages

Error in Interaction center

Hi Experts,
I am getting error in Interaction center as given below, when I try to see the existing Incident. However I havenu2019t touched/enhanced the component which is mentioned in the error text.
Cannot display view BTAMNTALL/HdrBillplanSet of UI Component BTAMNTALL
An exception has occurred Exception Class CX_SY_REF_IS_INITIAL - Dereferencing of the NULL reference
Method: CL_BTAMNTAL_HDRBILLPLANS0_CN01=>GET_I_ENTRY_MODE
Source Text Row: 15
Cannot display view BTAMNTALL/HdrBillplanDet of UI Component BTAMNTALL
An exception has occurred Exception Class CX_SY_REF_IS_INITIAL - Dereferencing of the NULL reference
Method: CL_BTAMNTAL_BILLPLAN=>PREPARE_TOOLBAR
Source Text Row: 31
I am getting error in the role which I am using for call coordinator to see the already created Incident using another role call log agent.
Please help me quickly. Solution is highly appreciated
Thanks in advance
Shaik Chand

Hello,
As far as I can see you've got the classes, methods and lines where the issue is happening... so did you try to set a breakpoint and see what is causing the issue? You'll probably find out that an entity is not bound: so the question you'll to answer is why...
Kind regards,
Nicolas.

"Communication Error" in Interaction Center

Hi Gurus,
while accessing Interaction center i am getting communication error. prioer to this i was getting "BSP error in ICF nodes. Specific ICF nodes have to be activated in transaction SICF for BSP extension HTMLB check the following ICF nodes as described in note 517484
sap/bc/bsp/sap/system
sap/bc/bsp/sap/public/bc
sap/public/bsp/sap/public/bc
sap/public/bsp/sap/system
sap/public/bsp/sap/htmlb
sap/public/bc
sap/public/bc/ur"
so I have activated above all services as well as note 517484.
"The following error text was processed in the system PDC : Exception condition "COMMUNICATION_ERROR" raised.
The error occurred on the application server sfadevapp_PDC_10 and in the work process 1 .
The termination type was: RABAX_STATE
The ABAP call stack was:
Method: CREATE_SESSION of program CL_SAM_BSP_SESSION_LAUNCHER===CP
Method: START_WORKER_SESSION of program CL_ICWC_SESSION_REGISTRY======CP
Method: ONCREATE of program CLO23UTXK1DHIM8WX0QZD2TBW2KZ9CP
Method: %_ONCREATE of program CL_O23UTXK1DHIM8WX0QZD2TBW2KZ9CP
Method: DO_INIT of program CL_BSP_PAGE===================CP
Method: GET_PAGE_CONTEXT_CURRENT of program CL_BSP_CONTEXT================CP
Method: ON_REQUEST_ENTER of program CL_BSP_RUNTIME================CP
Method: ON_REQUEST of program CL_BSP_RUNTIME================CP
Method: IF_HTTP_EXTENSION~HANDLE_REQUEST of program CL_HTTP_EXT_BSP===============CP
Method: EXECUTE_REQUEST_FROM_MEMORY of program CL_HTTP_SERVER================CP"
Now i am getting above error. Guys please guide me something.
Thanks in advance

Hi,
Please check whether you have maintained any RFC destination in the session connection column in the transaction CRMM_BCB_ADM. If you are not running the IC webclient in HTTPS mode then it is not necessary to maintain the session connection here which will basically cause the dump.
Also please check whether there is any entries made in the transaction CRMM_IC_GFS. Even here only if you want run the IC webclient in the secure mode you need to give a RFC destination which is secured.
Also check the icm parameters
rdisp/plugin_auto_logout = 1800
icm/keep_alive_timeout (sec.) = 60
icm/conn_timeout (msec.) = 5000
If the values for the above parameters are lower than the given value then change it as given above.
Regards,
Kiruthika

"Invalid number" error using Interactive Report search on collection

hi -- I have several interactive reports based on collections. In the IR reqion query definition,
I cast the collection values as needed (number, date, etc). Everything's been working great.
In both development and production, I can use the search feature of interactive reports
and it finds rows containing the text I type in (as well as everything else working fine...)
I just imported a new version of an application into our production database. Now, when I use the
interactive report search, I always get "invalid number". This even happens on interactive reports
that still work in the previous version of the production application... and these IRS
have not been modified at all.
If I create a filter and search for "elevation" in a string column, the filter works. If I create a filter
searching for "elevation" in a number column, I get "invalid number". (In the development
environment, I can do the latter -- it just doesn't find any rows.)
Clearly it's choking on the types of the columns in the IR... but why now and not before, and why
in the production database but not the development DB? Both are running 4.0.1.00.03.
This is a pretty major loss of functionality... and it comes at a really bad time... Help?!
Thanks,
Carol

hi Andy, Tony -- Completely understand about your email address. I've actually wondered at the fact that any
of you gurus are willing to give them out.
It's not tons of stuff, so here it is.
1) The application process that creates the collection. This process that runs whenever an IR
page is being rendered. The various DB names are application items. This application can affect data
on multiple databases. You'll see see this in the process that builds the query.
IF (apex_collection.collection_exists (
    p_collection_name=>'IR_COLLECTION')) then
    apex_collection.delete_collection(p_collection_name=>'IR_COLLECTION');
END IF;
apex_collection.create_collection_from_query_b(p_collection_name=>'IR_COLLECTION', p_query=>meta_data_pkg.build_ir_collection_query(:TABLE_NAME, :MASTER_DB_NAME, :CZAR_DB_NAME, :DB_NAME));2) The database function that constructs the query. Called in the above create_collection statement.
FUNCTION build_ir_collection_query (table_name varchar2, master_db_name varchar2, czar_db_name varchar2, ref_db_name varchar2)
return varchar2
IS
query VARCHAR2(3000);
BEGIN
IF /* check for other table names here */ THEN
    -- build queries for other tables
   -- *** HDB_EXT_DATA_CODE
ELSIF (upper(table_name) in ('HDB_EXT_DATA_CODE', 'HDB_EXT_DATA_CODE_SYN')) THEN
    query := 'SELECT /*+DRIVING_SITE(dcs)*/ dc.ext_data_code_sys_id, dcs.ext_data_code_sys_name, dcs.agen_id, a.agen_name, dc.primary_data_code,';
    query := query||' dc.secondary_data_code, dc.hdb_datatype_id, d.datatype_name, d.unit_id, u.unit_name, d.physical_quantity_name, to_char(dc.date_time_loaded,''DD-MON-YYYY HH24:MI:SS'')';
    query := query||' FROM hdb_ext_data_code_syn@'||master_db_name || ' dc, hdb_ext_data_code_sys_syn@'||master_db_name ||
             ' dcs, hdb_agen_syn@'||master_db_name||' a, hdb_datatype_syn@'||master_db_name||' d, hdb_unit@'||czar_db_name||' u';
    query := query||' WHERE dc.ext_data_code_sys_id = dcs.ext_data_code_sys_id AND dcs.agen_id = a.agen_id(+) AND dc.hdb_datatype_id = d.datatype_id AND d.unit_id = u.unit_id';
   /* continue w/ other tables */
END;3) The query that it builds for the table in question:
SELECT /*+DRIVING_SITE(dcs)*/ dc.ext_data_code_sys_id, dcs.ext_data_code_sys_name, dcs.agen_id, a.agen_name,
dc.primary_data_code, dc.secondary_data_code, dc.hdb_datatype_id, d.datatype_name, d.unit_id, u.unit_name,
d.physical_quantity_name, to_char(dc.date_time_loaded,'DD-MON-YYYY HH24:MI:SS')
FROM hdb_ext_data_code_syn@UCHDB2 dc, hdb_ext_data_code_sys_syn@UCHDB2 dcs, hdb_agen_syn@UCHDB2 a,
hdb_datatype_syn@UCHDB2 d, hdb_unit@UCHDB2 u
WHERE dc.ext_data_code_sys_id = dcs.ext_data_code_sys_id AND dcs.agen_id = a.agen_id(+)
AND dc.hdb_datatype_id = d.datatype_id AND d.unit_id = u.unit_id           4) The explain plan results on the development database
PLAN_TABLE_OUTPUT
Plan hash value: 583729845
| Id | Operation                       | Name                  | Rows | Bytes | Cost (%CPU)| Time
    | Inst   |
|   0 | SELECT STATEMENT REMOTE         |                       |    97 | 16490 |    19 (16)| 00:00
:01 |        |
|* 1 | HASH JOIN                      |                       |    97 | 16490 |    19 (16)| 00:00
:01 |        |
|   2 |   TABLE ACCESS FULL             | HDB_UNIT              |   177 | 3540 |     3   (0)| 00:00
:01 | UCHDB2 |
|* 3 |   HASH JOIN RIGHT OUTER         |                       |    95 | 14250 |    15 (14)| 00:00
:01 |        |
|   4 |    TABLE ACCESS FULL            | HDB_AGEN              |    54 | 1944 |     3   (0)| 00:00
:01 | UCHDB2 |
|* 5 |    HASH JOIN                    |                       |    95 | 10830 |    12 (17)| 00:00
:01 |        |
|   6 |     MERGE JOIN                  |                       |   112 | 5936 |     6 (17)| 00:00
:01 |        |
|   7 |      TABLE ACCESS BY INDEX ROWID| HDB_EXT_DATA_CODE_SYS |    15 |   405 |     2   (0)| 00:00
:01 | UCHDB2 |
|   8 |       INDEX FULL SCAN           | HDB_EXT_DATA_CODE_SYS |    15 |       |     1   (0)| 00:00
:01 | UCHDB2 |
|* 9 |      SORT JOIN                  |                       |   112 | 2912 |     4 (25)| 00:00
:01 |        |
| 10 |       TABLE ACCESS FULL         | HDB_EXT_DATA_CODE     |   112 | 2912 |     3   (0)| 00:00
:01 | UCHDB2 |
| 11 |     TABLE ACCESS FULL           | HDB_DATATYPE          |   711 | 43371 |     5   (0)| 00:00
:01 | UCHDB2 |
Predicate Information (identified by operation id):
   1 - access("A2"."UNIT_ID"="A1"."UNIT_ID")
   3 - access("A4"."AGEN_ID"="A3"."AGEN_ID"(+))
   5 - access("A5"."HDB_DATATYPE_ID"="A2"."DATATYPE_ID")
   9 - access("A5"."EXT_DATA_CODE_SYS_ID"="A4"."EXT_DATA_CODE_SYS_ID")
       filter("A5"."EXT_DATA_CODE_SYS_ID"="A4"."EXT_DATA_CODE_SYS_ID")
Note
   - fully remote statement                                                                         5) The explain plan results on the production database
PLAN_TABLE_OUTPUT
Plan hash value: 583729845
| Id | Operation                       | Name                  | Rows | Bytes | Cost (%CPU)| Time     |
|   0 | SELECT STATEMENT                |                       |    97 | 16490 |    19 (16)| 00:00:01 |
|* 1 | HASH JOIN                      |                       |    97 | 16490 |    19 (16)| 00:00:01 |
|   2 |   TABLE ACCESS FULL             | HDB_UNIT              |   177 | 3540 |     3   (0)| 00:00:01 |
|* 3 |   HASH JOIN RIGHT OUTER         |                       |    95 | 14250 |    15 (14)| 00:00:01 |
|   4 |    TABLE ACCESS FULL            | HDB_AGEN              |    54 | 1944 |     3   (0)| 00:00:01 |
|* 5 |    HASH JOIN                    |                       |    95 | 10830 |    12 (17)| 00:00:01 |
|   6 |     MERGE JOIN                  |                       |   112 | 5936 |     6 (17)| 00:00:01 |
|   7 |      TABLE ACCESS BY INDEX ROWID| HDB_EXT_DATA_CODE_SYS |    15 |   405 |     2   (0)| 00:00:01 |
|   8 |       INDEX FULL SCAN           | HDB_EXT_DATA_CODE_SYS |    15 |       |     1   (0)| 00:00:01 |
|* 9 |      SORT JOIN                  |                       |   112 | 2912 |     4 (25)| 00:00:01 |
| 10 |       TABLE ACCESS FULL         | HDB_EXT_DATA_CODE     |   112 | 2912 |     3   (0)| 00:00:01 |
| 11 |     TABLE ACCESS FULL           | HDB_DATATYPE          |   711 | 43371 |     5   (0)| 00:00:01 |
Predicate Information (identified by operation id):
   1 - access("D"."UNIT_ID"="U"."UNIT_ID")
   3 - access("DCS"."AGEN_ID"="A"."AGEN_ID"(+))
   5 - access("DC"."HDB_DATATYPE_ID"="D"."DATATYPE_ID")
   9 - access("DC"."EXT_DATA_CODE_SYS_ID"="DCS"."EXT_DATA_CODE_SYS_ID")
       filter("DC"."EXT_DATA_CODE_SYS_ID"="DCS"."EXT_DATA_CODE_SYS_ID")                                                                                                             6) This is the source query for the interactive report in question. The application process that creates the
collection runs before this region is rendered.
Select /*+ NO_QUERY_TRANSFORMATION */
to_number(C001) Ext_Data_Code_Sys_Id,
C002 Ext_Data_Code_Sys_Name,
to_number(C003) Agen_Id,
C004 Agen_Name,
C005 Primary_Data_Code,
C006 Secondary_Data_Code,
to_number(C007) Hdb_Datatype_Id,
C008 Datatype_Name,
to_number(C009) Unit_Id,
C010 Unit_Name,
C011 Physical_Quantity_Name,
C012 Date_Time_Loaded
from apex_collections
where collection_name = 'IR_COLLECTION'
order by 1,5,7Well, maybe it is alot... !
Happy New Year!
Carol

Is it possible to use ERMS without Interaction Center

Hi experts,
We have a requirement wherein we want to receive email from our customer. The system should automatically create Service Request from Incoming Email. The Service Request should get automatically routed to the respective Orgs. The agents should be able to send emails from Service Request using Tracking ID. I understand that all this can be achieved using ERMS and Interaction Center. My concern is that we do not intend to use Interaction Center. Would it be possible to use ERMS without Interaction Center (using any business roles of Type: CRM Webclient and not IC Webclinet). Please advice.
Regards,
Namita
Edited by: Namita Singh on Aug 13, 2010 7:09 AM

Hi Harish,
Thanks for the response. Our requirement is to create Service Request automatically as soon as an email reach the SAP system. these are external email sent by customers. But we do not have any plans of using Interaction Center. I was investigating if this can be possible at all. Any put would certainly be hlepful.
Regards,
Namita

Address Data Identification in Interaction Center WebClient

Hi Guys,
I'm working with ICI and CRM 5.0 Interaction Center WebClient.
I want to know where is the Function Module that use Interaction Center Webclient for search the bussiness partner by ANI.
When you use SAPPhone, the FM is SPH_ADDR_SEARH_CALLER. But for ICI is the same?
If I change the standar framework, make a copy, my copy use the same standar function module for search the business partner by ANI?
Regards,
Lyda

Solved

Error creating sales order via Interaction Center

While creating a sales order via Interaction Center, I am getting an error "Error while creating member activity for order 5129793", as a result the points are not getting accrued for the account.
Can anyone please help? I am very new to this
Regards,
Harsh

Hi,
Check the partner determination profile in spro for this activity. Try to use a standard profile and see what happens.
Best regards,
Caíque Escaler

Follow-up issue Interaction Center WebClient

Hi Guys,
Can someone help? this is about icwc follow-up issue.
1. I create a service order and save.
2. then I create a an interaction record and save.
3. I can observe in the service order the relationship "Role:Interaction, DOcument Type: CRM Bus. Activity". But not the
relationship "Follow up document".
I have a "Business Transaction Profile" for interaction center where the Activity is the main and service order is dependent
business transactions. Because, not all the customer when make a call want to create a service order, some only want to
register a feedback or make an appointment.
However, In my activity, I can observe in the Activity Clipboard my service order, but I need the SAP assigned the
relationship "Follow-up" for assign an action for close the follow-up document when close my service order.
What is wrong....? can someone help...

Hi Lyda,
Based on your remark about confirming the account first, I assume you are working with IC 4.0 or 5.0.
The service order is created as a dependent business transaction of the interaction record. The interaction record is automatically created when you confirm the account.
The relationship type in document flow is INTA.
It's true that you can only create activity types as real follow-ups of an interaction record (using the follow-up view).
However, technically it should be possible to also create other business object types as follow-up of the interaction record. You might need to enhance the transaction type drop-down listbox in the follow-up view. You also need to make sure that your interaction record is error-free.
As of CRM2006s it is possible in standard to create any business object type as follow-up of an interaction record.
Regards
Gert

Session time out up to # hours for Interaction center

Hi Experts,
I want increase the web ui session time out up to # hours. I tried using SMICM and Technical Profile. But using these options i could not achieve such long session. I tried using RZ 11 icm keep alive parameter, but the effect will apply for all the applications in the CRM WEB UI.
I want do this for only Interaction center application not for all other application in CRM WEB UI .
Please help me how I can do this.
Thanks
Dinesh

Hi Dinesh,
This cannot be achieved without development enhancements to some standard SAP framework component, to introduce a "keep-alive" concept. If you are using a CMS for CTI or email integration, you need to ensure it supports keeping the communications session alive also.
Sincerely,
Glenn
Glenn Abel
Covington Creative
www.covingtoncreative.com

Call transaction in new session not working inside CRM Interaction Center

Hi Experts,
I have developed a report which contains a screen with push button. When user clicks on button a transaction (FPL9) is being called and opened in new session or window. But when the report is being called in CRM Interaction Center using transaction launcher and button is clicked no new session or new window is being opened. Our requirement is FPL9 transaction will be opened in new session / window inside Interaction Center also.
Please help me how to open a new session or window in interaction center on push botton click.
Thanks in advance.
Regards,
Arnab

Hi Anil..
This is the Solution for ur Requirement.   try this program and change as per ur need.
REPORT ZSEL_CALL_TCODE.
data : IT_KNA1 TYPE TABLE OF KNA1 WITH HEADER LINE.
DATA : IT_SPA TYPE TABLE OF RFC_SPAGPA WITH HEADER LINE.
SELECT * FROM KNA1 INTO TABLE IT_KNA1 .
LOOP AT IT_KNA1 .
WRITE:/ IT_KNA1-KUNNR HOTSPOT ON.
HIDE IT_KNA1-KUNNR .
ENDLOOP.
CLEAR IT_KNA1-KUNNR.
AT LINE-SELECTION.
CASE SY-LSIND.
WHEN 1.
IF IT_KNA1-KUNNR IS NOT INITIAL.
REFRESH IT_SPA.
IT_SPA-PARID = 'KUN'.
IT_SPA-PARVAL = IT_KNA1-KUNNR.
APPEND IT_SPA.
CALL FUNCTION 'ABAP4_CALL_TRANSACTION' STARTING NEW TASK 'S1'
    EXPORTING
      TCODE                         = 'XD02'
     SKIP_SCREEN                   = ' '
    MODE_VAL                      = 'A'
    UPDATE_VAL                    = 'A'
IMPORTING
    SUBRC                         =
   TABLES
    USING_TAB                     =
     SPAGPA_TAB                    = IT_SPA
    MESS_TAB                      =
EXCEPTIONS
    CALL_TRANSACTION_DENIED       = 1
    TCODE_INVALID                 = 2
    OTHERS                        = 3
IF SY-SUBRC <> 0.
MESSAGE ID SY-MSGID TYPE SY-MSGTY NUMBER SY-MSGNO
        WITH SY-MSGV1 SY-MSGV2 SY-MSGV3 SY-MSGV4.
ENDIF.
ENDIF.
ENDCASE.
<b>Reward if Helpful.</b>

ERROR in profit center group creation...

hai...i want to UPLOAD ALL THE LIST OF PROFIT CENTER DETAILS INTO SAP USING BDC SESSION METHOD..for that purpose i tried to create profit center using TCODE -KE51, but profit center group is not available in my system...i tried to create profit center group seperately using transaction KCH1 and assigned that number on profit center creation screen(KE51)..but i got the error..PROFIT CENTER GROUP 1 CANNOT BE USED HERE....how to solve this error.????may be is there any error in creation of profit center group hierarchy..???..

HI
Thanks for the support, but I have already checked Ambiguity Check but there is no duplicae groups/profit centers are existed.
I tried the same through KCH2 and also path (profit center hierarchy maintenance), but the same error is existed. I have checked with different groups also. But any group it is throwing the same error.
Ex if i am giving group K123456 which is not existed. But the same error is throwing.
Can anybody please suggest is there any programe for correction ?
Thanks in advance
Rao

Access sequence for Partner determination -Sales and Interaction Center CRM

Dear experts,
We use som transaction types both in our sales (t/c crmd_order) and in Interaction center (t/c CIC0).
We though want the partner determination to act differently when creating this transaction in sales compared
to when creating it in the interaction center. For example in the sales process we want the contact persons to be searched from the relationsship of the sold-to party but in customer service we do not want an automatic determination.
There are some BADIs available that can be used in the access sequences as a source but can they be used to
switch off some automatic determination when creating the transaction in t/c CIC0 whereas the automatic determination should work when creating the transaction in the sales process ie. t/c crmd_order?
Looking forward to have any input on this, thanks!
best regards,
Christina

Hi,
What we did is to remove the automatic determination on the transaction type that is used both in the sales process and Interaction center/customer service. The partner in question is only determined from the previous document in case you
create a follow-up document.
rgds,
Christina

Error while interacting with scanner acrobat 9.0 and windows 7 and user profile

After using Acrobat 9 for years I get a "Error while interacting with scanner". I have uninstalled and reinstalles the drivers for my Epson Expression 1600 scanner and still get the message. I did get it to work by changing to a differ window user account. Is there anyway correct the problem for the orginal user account.
Thank you

Using MSPaint works fine also,......................
As for the question as to whether the update broke I can't honestly remember, I know it worked finr with an old HP scanner I had but as to the version of Acrobat at that time I don;'t recall
Anyway getting fed up with this issue, I de-installed it, rebooted and re-installed.
Ver 9.0.0 says the scanner driver is not installed or connected
Ver 9.2.0 says the same.
Ver 9.3.4 says error while interacting while interacting with scanner.........
The scanner works with MSPaint, its own driver and application.
What is wrong with this Adobe Acrobat Pro 9?

No pop-ups with partner determination in Interaction Center Web UI

Hi,
We are working with SAP CRM 7.0 SP06 and have the following problem.
In Interaction Center Web UI, when we create a sales order, the partner determination is triggered. But no pop-ups are shown to choose the right business partner. When we use Web UI for different Role (not Interaction Center), then we will get pop-ups to choose.
So partner determination is alright, but pop-ups are not working for us in Interaction Center.
I know when using SAP GUI Interaction Center, you have to implement SAP Note 487734 for getting the pop-ups. But this note is not relevant for CRM 7.0 and Web UI.
Do you know what the problem is?
Regards,
Emile

Hi Naga,
In customizing go to:
Customer Relationship Management => Interaction Center WebClient => Business Transaction => Define Business Transaction Profiles
Then for your Business Transaction Profile go to 'Business Transaction Dialog Boxes' and mark the 'Allows Dialog Box' field.

How E-mail functionality works with Interaction Center Webclient

Dear all,
How the E-mail functionality works with IC Webclient, How can we can send and receive E-mails to customers and internal employees through Interaction Center.
Does SMTP server required to be involved for this functionality or External Telephony system Vendor iprovides this function.
What is ERMS? and why we use this in IC Webclient.
Please educate me to understand the concept of E-mail functionality in IC Webclient.
Your help will be highly appreciated.
Best wishes,
Raghu ram.

Hello Raghu ram,
The SAP CRM Interaction Center uses a concept of a shared email inbox for agent teams. This allows customers to communicate with your Interaction Center by sending emails to a corporate email address like service@yourcompany. You typically group your agents together into queues based on a particular product or skillset. Using this concept, customer's don't send emails directly to a specifc agent's email address, and agent's don't send emails directly to each other. That would rather still be done with groupware products like Microsoft Outlook.
You have three options for routing emails into the CRM Interaction Center. You can push emails real-time to agents via a screen pop using third-party contact-center software like SAP BCM, Genesys, Avaya, and so on. Or there are two options for sending emails into the agent inbox, where the emails are processed in offline mode by agents, technicians, and engineers. You can route emails directly to a specific inbox group/queue by using different emails addreses. Or, you can leverage ERMS to decide where which agents to route the email to based on business rules.
Please see the various notes mentioned above that appear in the sticky note on top of this forum. For example, there is a nice 85 page FAQ document on the Agent Inbox in note 882653. And ERMS note 940882 is also very useful.
Regards,
John

ERROR Using Interaction Center

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