How to show incoming mails in CRM Interaction Center?

Experts,
how can we show incomming ele. letter  for m.-direction of CRM USER in Interaction center.
An example: I am interaction center agent. I am sending a correspondence to my client. In my user (SU01) i have saved my direction.
The client receives my e m a i l with my e m. direction saved in SU01. He answers.
Now, I want this m. to go to my interaction center inbox. What do I have to do?
Hoping for help,
Cristina

hi christina,
If i understand you correctly (plz correct me if i'm wrong)
You want the incoming mails to appear in the agent's inbox.for this you will have to assign either one common e mail id (for eg: heldesk at company.com) which will be shown to the customer in his e mail inbox.
Similarly when he replies back to this e mail the e mail will be visible to all the agents in their Agent inboxes.(Standard practice)
If you are working on CRM 5.0 this can be acheived as follows:
1.Take BASIS help for creating the common e mail ID
2.maintain the settings
IMG>ICWC>Agent Inbox>Settings for Asynchronous Inbound Processing>Define Receiving E-Mail Addresses/Fax Numbers
3Map Item Attributes to Inbox Attributes
follow C-78 SAp best practices to set it up
hope this helps
Regards
Raj

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