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

Similar Messages

  • Problem with interaction center web client  e-mail

    hi gurus, my problem is in interaction center webclient, when i click in the e-mail link,appears the email form but i cant send any email because all the fields in the screen (subject, body , from, date, to, etc) are not enable (i cant write anything because is not possible), so i dont know how to enable this fields in the interaction center web client.
    In interaction center win client i dont have this problem.
    I post this thread in crm forums but nobody knows how to do it, so i hope maybe here any one knows thanks

    Hi.
    I ran into this problem. How is it solved?
    And another question-how to set up a mailing list Search ?

  • How does the sync functionality work with large libraries on small devices?

    How does the sync functionality work with large libraries?
    Say I sync 100gb of photos with the new Photos app and turn on sync on a 16gb iphone. Will it fill the device up to 16gb? Can I tell it to limit to xgb so I leave room for music and apps? How does this work? Will it slow down my phone if its trying to sync 100gb across smaller devices?

    "Will the Apple TV now read directly from the Time Capsule?" ATV does not 'read' from the TC. It connects to the Mac and itunes library associated with the Mac. Of course the itunes program can 'point' to a library on the TC. You'll still need to have itunes open and the Mac powered on and not sleeping with the TC mounted to the Desktop to use ATV properly. So bottom line the use of TC just adds one more step to view files on the ATV.

  • Problem in working with Interactive Scrip Editor?

    Hi,
    I have logged in as interaction center manager and working with interactive script editor, the problem that i am facing is that when i click on create new option with script as subgroup nothing is showing up,just one tab script chapter.
    On the other hand if i am selecting any script from the repository on the right hand side its showing all the tabs script properties,script profiles,script chapters,script transport.
    also i am able to drag and drop questions in the same but at the time of creating a new script none of things is happening.
    what might be reason or m i missing out something???

    Video is like Image formats, but on steroids. Also, many formats, such as AVI can have 100's of different CODEC's inside them. It is almost like having a JPEG, that contains a TGA, or a TIFF, or a PCX, or any number of what we see as other formats. It can be daunting, but let's start at the beginning.
    For a discussion on formats, such as AVI, MOV, WMV, etc., see this article: http://forums.adobe.com/thread/440037?tstart=0
    As CODEC's are the "building blocks" of AV files, this article is good too: http://forums.adobe.com/thread/546811?tstart=0
    As you see from that first link, the format is just a "wrapper," and can contain all sorts of "stuff." That FAQ Entry will tell you how to "peek inside" the wrapper. That is what we need, as Mylenium asks. If you can let us know all about the faulting files, maybe someone can help you.
    Also, PS has somewhat limited Video support, both on Decode and Encode, so, and depending on what you have, you might have to convert that/those file(s).
    Good luck,
    Hunt

  • Does the bluetooth function work with the scanner function on my Photosmart C5550?

    I have a new Dell computer and an HP Photosmart C5550.  I use bluetooth to connect to the print. The printer function works correctly but the computer does not recognize the scanner function. Does the scanner function work with bluetooth?
    This question was solved.
    View Solution.

    Sorry. I hit post before I could elaborate. Not sure what I was thinking. The Bluetooth connection will only support printing. To use the scan feature you will need to connect the printer using a USB or network connection. Hope that explains it a bit better.
    -------------How do I give Kudos? | How do I mark a post as Solved? --------------------------------------------------------

  • Why can't I get the average function work with empty cells?

    Why can't I get the average function work with empty cells?

    The thing that I am having a problem with is that I made a different form that calculates the average no matter how may of the cells have numbers or not and I didn't use an if function.  I have tried with this other form and and it calulates as if all the cells where being used.  I am using the [*] in both instances but it only works in the one I did earlier.

  • How to make buttons work in Interactive Adobe Forms

    Hi Experts,
    I am new to interactive form. Though i have worked in normal/non-Interactive form, i do not know how to make buttons work in interactive adobe forms using ABAP  (I don't know JAVA). Can any one help me out and walk me through to how to code in ABAP to make buttons work.
    Kind Regards,
    Sharat.

    Please refer to my earlier post ... You will get an idea
    Please refer to the below thread for detail solution
    Sample Interactive form example ?....urgent...
    Cheers
    Satya

  • Apple Mail not working with IMAP account

    I have been using Entourage for my email with several IMAP email accounts. SOme of the accounts I was getting occasional errors so I thought I would try Apple Mail.
    I am able to successfully set up the accounts in Mail (i.e. it successfully logs into server) however it does not get any of the mail nor does it get any of the mail folders that are on the IMAP server (viewing email using Web Mail or even going back to Entourage shows the emails on the account). Are there any special (hidden) tricks that I need to do to get Mail to work with a standard IMAP mail server?

    I have a very similar problem. Apparently IMAP access is better than POP3. Well IMAP slows my Mac to a complete stop whereas POP3 is seamless. I deleted my POP3 mailboxes after successfully accessing my GMail accounts via IMAP, then it slowed down.
    I've deleted the IMAP accounts a few times, but each time a new account is created it forces me to accept IMAP with no option for POP3. The help file also contains no information on POP3.
    I get about 50 emails everyday and my usual point of email access has just become redundant, I must now rely on email via my browser and .
    I made this change because the iPhone does not sync downloaded emails with Apple Mail. In Mail on my Mac, the one GMail inbox I have setup says there are 11 unread which it eventually shows yet none appear unread. I'll have to rely on web-based email until this is resolved.
    Can anyone help with these IMAP access problems?

  • How to assign function module with process code in IDOC ?

    how to assign function module with process code in IDOC ? and what code i have to write in that function module for custom IDOC ?
    helpful answer will be rewarded?

    Hi,
    First goto transaction we42 -->editing mode --> new entries -->give name of your process code and description --> processing with alv service and function module -->then press enter -->after that enter the name of the function module you want to associate from the drop down and save it.
    Thats the way to assign function module with process code.
    In that process code we will have the Function modules and Bapi's which will take the data which we are sending through IDOC and then process it.
    for example: i am triggering the IDOC for every purchase order created then this process code in the receiver system will take the data which i have enetered in the sender system to create the purchase order and process it and creates the same purchase order in the receiver's system.
    Reward if helpful.
    with regards,
    Syed

  • How to declare and work with select-option in screen painter?

    hello there,
    can anybody plz suggest me ,how to declare and work with select-option in screen painter?
    neon

    Hi Blue,
    Please check these threads which will help you a lot..
    module pool programming " to add selection-option on screen"
    Re: Select option in Dialog program screen
    Re: SELECT-OPTIONS in Screen
    Good luck
    Narin

  • How to make this work with Firefox, HELP!

    Downloading for Real-player, after watching the full movie, I click download and it has to reread the movie from the internet. When using explorer, after downloading the movie, it reads it from memory, which makes it a fast download. How to make this work with Firefox, I like not to use Microsoft products, and I really like Firefox 7.0.1!!!! HELP!

    -> click '''Firefox''' button and click '''Options''' (OR File Menu -> Options)
    * Advanced panel -> Network tab
    * place Checkmark on '''Override Automatic Cache Management''' -> under '''Limit Cache''' specify a large size of space
    * Remove Checkmark from '''Tell me when websites asks to store data for offline use'''
    * click OK on Options window
    * Restart Firefox
    Check and tell if ts working.

  • How to make Macbook work with closed display?

    I need to make MacBook to be closed (display) most of the time and work with external monitor, keyboard and mouse (actually trackball as I have been hating any type of mice since 1998 and not using it even at work).
    Now I do not like mediocre resolution of small MacBook display and I prefer my 20 inch wide monitor. Also the keyboard is rather for quick work in small areas like restroom rather than comfortable work on big desk (I hate notebook keyboards either as they make me feel claustrophobic and crunching my fingers).
    Considering recent buzz on Mac Mini not living for too long into future I would love to find alternative solution (meaning I do not want computer with display and keyboard in one and I do not have needs of spending few thousand of dollars for big metal case good for feeding and breeding birds I have ergonomics demands, but not higg performnce processing needs.
    So can you tell me how I make Apple notebook being closed (and perhaps squashed by monitor stand) behave like a CPU box?
    Thanks,
    Maciek

    Thnaks, but I am not interested in bluethooth/wireless solution. That minimum of cable to reach CPU does not bother me and I do not buy big monitor to work on my computer from adjacent room. I just need space for more windows and I think Apple did great job having USB Hub on keyboard that allows stringing mouse and keayoboard with one cable to CPU.
    Also I haven't heard of wireless KVM and I use such solution. This is not my only computer as I run home network and two of them in my room are supposed to share keyboard, mouse and monitor. So far I was successful to run this setup, but I need inexpensive plain CPU from Apple to be able to find comfortable solution to work.
    Well I could drop the other computer if Apple managed to provide everything that I need (how about Safari properly working with Citrix client and Remote Desktop to Windows as I do not want Firefox on Apple computer? Only Firefox fixes the problems with this software).

  • Does ORACLE functions work with Oracle Database 10G

    Hi,
    I am wondering if ORACLE functions work with Oracle Database 10G or is it mandatory to use OCI functions?
    Thanks in advance!

    I was able to run a simple query with ora_* functions using 10g on Windows.
    The Oracle OCI calls used by PHP's ora extension still exist in the Oracle 10g libraries
    But I cannot recommend this obsolete extension.
    -- cj

  • Gmail question.  I'm getting an error message that states my username or password are incorrect.  I haven't changed anything and the gmail is working fine on the mac book.  The mail function worked yesterday on the iphone but not today - any solutions??

    Gmail question.  I'm getting an error message that states my username or password are incorrect.  I haven't changed anything and the gmail is working fine on the mac book.  The mail function worked yesterday on the iphone but not today - any solutions??

    Try Restarting / rebooting  your Mac before doing anything more drastic..
    S.

  • How does adobe encoder work with windows 8?  I can't get it to work.

    How does adobe encoder work with windows 8?  I cant get it to work.

    Flash Media Live Encoder doesn't work with Windows 8.
    The best it gets is Windows 7 64 bit.

Maybe you are looking for