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Process documentationBasic Settings for the Agent Inbox Locate this document in the navigation structure

 

System administrators use this process to set up the agent inbox in the Interaction Center (IC) WebClient.

Prerequisites

  • The SAPconnect interface is configured.

    For more information, see SAPconnect (BC-SRV-COM). In addition, you can find details for setting up SAPconnect for the agent inbox in the IC WebClient in SAP Note 882653.

  • E-Mail addresses are created.

  • If you want to edit scanned letters in your agent inbox, you have defined an ArchiveLink scenario.

    For more information, see Customizing under:

      SAP Web Application Server   Application Server   Basis Services   ArchiveLink   Basic Customizing   Edit Document Classes   and Edit Document Types

    and

      SAP Web Application Server   Application Server   Basis Services   ArchiveLink   Customizing Incoming Documents   Workflow Scenarios   Assign Document Type to a Workflow.  

Process

Step

Description

Create business partner master data for each employee, with an employee role.

Maintain all inbound e-mail addresses that the agent should be responsible for. Assign a user ID.

Maintain settings for recipient distribution.

On the SAP Easy Access screen, choose   Interaction Center   Interaction Center WebClient   Administration   Agent Inbox   Maintain Recipient Distribution.  

Maintain automatic workflow Customizing.

In Customizing for Customer Relationship Management , choose   Basic Functions   SAP Business Workflow   Maintain Standard Settings for SAP Business Workflow  

For more information, see SAP Business Workflow in the Interaction Center.

Activate event linkage for workflow template WS14000164 and assign agents for e-mail handling.

On the SAP Easy Access screen, choose   Interaction Center   Interaction Center WebClient   Administration   Agent Inbox   Assign Agent for E-Mail Handling.  

For more information, see Assign Agents for E-Mail Handling.

Maintain e-mail rules.

On the SAP Easy Access screen, choose   Interaction Center   Interaction Center WebClient   Administration   Agent Inbox   Maintaining Rules for E-Mail  

For more information, see Maintaining E-Mail Rules and Additional Routing Rules.

Forward to employees/groups.

On the SAP Easy Access screen, choose   Interaction Center   Interaction Center WebClient   Administration   Agent Inbox   Forwarding   Define Recipient Profile for Forwarding  

Use this transaction to define the content of the dropdown box Forward To in the result list of the agent inbox.

Define quick searches.

On the SAP Easy Access screen, choose   Interaction Center   Interaction Center WebClient   Administration   Agent Inbox   Define Quick Searches  

Use this transaction to define the content of the dropdown box Quick Search in the agent inbox search.

Maintain Customizing activities.

In Customizing for Customer Relationship Management , choose   Interaction Center WebClient   Agent Inbox  

For more information, review the Implementation Guide (IMG) documentation for each activity.

More Information

Agent Inbox in the Interaction Center WebClient