Workflow for Incoming Mail Handling in IC WinClient 

Purpose

This workflow is used for the Interaction Center (IC) WinClient agent inbox.

The agent inbox allows agents to process inbound and outbound e-mails, faxes, and scanned inbound letters. An inbound communication triggers the workflow template WS14000004 which controls the work item processing and fulfills several tasks.

The most important tasks are:

·        Creating a work item which represents the received message in the inbox

·        Adding the relevant message information to the work item container

·        Determining the corresponding business partner

·        Creating and sending an auto-reply (if configured)

·        Setting the workflow priority or creating a corresponding business transaction document (if configured)

·        Determining if and when mails are escalated to managers or supervisors (if configured)

For a complete list of tasks, see the workflow template 14000004 in the workflow definition tools.

Within a marketing scenario context, the campaign determination retrieves the relevant campaign element with the means of several determination methods for the inbound message. In the final workflow processing step, the responsible employees for the work item are determined.

Prerequisites

·        Agent inbox Customizing activities are configured under Customer Relationship Management ® Interaction Center WinClient ® Component Configuration ® Visible Components ® Application Area ® Agent Inbox Settings.

·        Agent Inbox Setup activities are completed.

Process Flow of Workflow WS 14000004 (Mail-Handlg2)

This workflow preprocesses incoming e-mails and faxes for the IC WinClient and is triggered when an e-mail or fax is sent to an address specified in the recipient distribution.

The steps are as follows:

...

       1.      The mail object, the communication type, as well as several settings from the agent inbox Define Global Settings Customizing activity are added to the workflow container, for example, automatic reply.

       2.      Task TS14007914 determines the business partner from the sender's e-mail address or fax number, and adds the corresponding business partner information, such as name, type, and language, to the workflow container.

       3.      Task TS14007993 determines the campaign element responsible for the inbound e-mail, if the campaign automation indicator is set in the agent inbox Define Global Settings Customizing activity. This is available as of SAP CRM 4.0.

       4.      Task TS14007921 creates and sends an automatic answer (e-mail receipt confirmation) to the e-mail sender, depending on Customizing settings. The text of this automatic e-mail is from the task Description tab.

       5.      Task TS14007924 creates a business transaction, such as an activity, depending on Customizing settings.

       6.      Task TS14007916 sets the e-mail priority using the Customizing default entry, which can be overruled by a Business Add-In (BADI) implementation, and sets a deadline by adding a time offset to the date and time parameters.

       7.      The work item is created which represents the received communication message (e-mail - TS14007918, fax - TS14007919, letter – task TS14007920) and is forwarded to an agent or a group of agents as determined by the processor determination.

       8.      The workflow is completed after the work item is delivered to the responsible agent(s).

The same workflow template is used for letter processing, but the steps are slightly different, for example, no auto reply is sent.

Processor Determination

The processor determination determines which agents are responsible for a work item. It is modeled in rule 14000136 and calls the function module CCM_MAIL_FIND_AGENTS_FOR_ADDR to make the determination. The rule is specified in step 234 (E-Mail item), 244 (Fax item) and 248 (Letter item) of workflow template WS14000004. To replace the standard agent determination with custom developed logic, you can create a new rule and use it in the relevant steps of the workflow template.

For more information, see Additional Routing Rules.

Technical Execution

The following information is of technical nature. You need this technical information if the implementation details are relevant for you, or if you wish to make your own enhancements.

Workflow Template

The actual procedure is implemented in the workflow template WS 14000004 (Mail-Handlg2).

Triggering Events for the Workflow Template

The event Mailreceived of business object CICSUPRT2 (see Business Object Repository) is maintained as triggering event in the template WS14000004.

Processing Methods

The following methods of BOR object CICSUPRT2 are used in the corresponding tasks of the workflow template WS14000004:

Method	Use
RECEIVE	Raises the event Mailreceived and triggers the workflow
FINDPARTNERBYADDR	Determines the business partner from the sender address
SENDTASKDESCRIPTION	Creates and sends the auto-reply
CREATE1O	Creates the business transaction
COMPUTEDEADLINE	Calculates the deadline and sets the workflow priority
DONOTHING	Creates the work item