Question about ERMS push

Hi Guru,
I am prototyping the ERMS push solution in CRM7 and have some questions about the solution SAP help provided.
Below is the detail about ERMS push:
Here the e-mail is first handled by the e-mail pull mechanism: it is converted into a
SAPoffice mail and analyzed by ERMS to find out more details about the mail (like language and certain keywords).
Then the mail (including the additional information from the ERMS analysis) is transferred to the
CMS (Communication Management Software). The CMS determines the appropriate agent team and
dispatches the mail via the push process to an available agent of that team.
Below is the sap help link:
http://help.sap.com/saphelp_crm70/helpdata/EN/0e/6a22b86821468691bd5abb51dfd81e/content.htm
I have below questions about the solution in the help link:
1. It mentioned about the email profile (set the agent inbox as email provider) and I changed the u201Cdefaultu201D profile delivered by sap. I setup the rule policy according to the help and assigned it in the service manager profile. The purpose of ERMS push is to push email to CMS instead of sending to agent inbox using ERMS. Which business role should this email profile be assigned to? Is it IC_agent?
2. The help also mentioned about setup u201CERMS_ACTIONu201D as communication system ID in CRMM_BCB_ADM. Does this ID need to be added in the CMS profile? If so, which business role should this CMS profile be assigned to? Is it IC_Agent?
3. The ERMS uses workflow WS00200001. After the email is pushed to CMS, what status should the workflow be, in progress or complete? Also does it suppose to have agent assigned in the workflow task?
4. After the CMS pushes the email back to CRM, it will be a pop up for agent to accept or reject. Will it create an interaction record once the agent clicks the accept?
It would be great if you could shed some light on this.
Thanks in advance!
Zhi Jie Kong
Edited by: Zhijie Kong on Apr 28, 2011 4:32 PM
Edited by: Zhijie Kong on Apr 28, 2011 4:47 PM

Hello Zhijie,
Let me see if I can help address some of your questions.
1) It doesn't matter which business role you use. You can copy IC_AGENT for example. The important thing is, as Mariusz mentions in this thread, [ERMS email push: problem with CAD and transfer;,your E-Mail profile must be set for E-Mail Provider = 2 (Agent Inbox).
2) No, this ID itself does not need to be added to any business role (as I assume it is hardcoded in the SAP workflow as Mariusz mentions).
3) From what I remember, the ERMS Push emails are not set to complete by the system, and therefore can still get inadvertantly routed to agents! I recommend to have a second rule in your Rule Modeler policy to route the ERMS Push emails to a special, separate queue where you can close them out easily without worrying about them getting assigned to any agents!
4) Yes, the email will arrive like a phone call with the accept/reject buttons flashing (though it will show as an email, not a phone call). And yes, when the agent accepts an Interaction Record will be created by the system automatically.
I hope this helps you!
Regards,
John

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    Those parameters are there for a reason; to pass along information to the page so that the dynamic content can be manipulated based on them. So your question really is: "Can I pass along this information to the page in another way than URL parameters?"
    There are always options, but most of them require work. For example:
    1) use a POST to generate the page
    In a POST request the parameters are part of the request body, so you don't see them. The trouble is that a POST request cannot be created just like that; it requires some sort of form submission behind it. This can be facilitated with javascript (output a form and let the link submit it through an onclick handler), but it is far from a clean solution.
    Added pain: form submits behave badly in combination with the browser back/forward buttons. Also, bookmarking cannot work like this.
    2) "web 2.0". Using Ajax it is possible to do page updates in the background, so you could do the request (with parameters) asynchronously and update the page accordingly.
    Added pain: again back/forward buttons and bookmarking will be broken unless you take very specific steps (that I don't know of myself).
    3) conversation scope technology. Some APIs provide a so called "conversation" scope, which allows you to hold on to certain values across requests until you end the conversation. You could use this to push certain values into the conversation and reuse them in different pages without having to pass along the values as request parameters or in a form. Even without a conversation scope, you could simply abuse the session for this purpose.
    I hope this has given you some idea how to go about implementing your requirement.

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