Workflow for E-Mail Handling in the Interaction Center (Business (SAP Library

Workflow for E-Mail Handling in the Interaction Center (Business Routing)

Purpose

This workflow scenario enables you to handle incoming e-mails in the Interaction Center in a business routing scenario.

Note

The Workflow for Incoming e-mail Handling in the Interaction Center for business routing was enhanced for this workflow scenario.

Prerequisites

You are using CRM Business Routing and have installed a routing server.

You have maintained the required address generically (for example, *@Smith.com ) in the CRM System under Interaction Center → Administration → E-mail → Maintain Recipient Distribution. You have entered SAP object instances and BREMAILCIC under New recipient.

You have made the Customizing settings for the Workflow for Incoming E-Mail Handling

Process Flow

A business partner sends an e-mail to the address of the relevant company, for example, "sales@Smith.com". The Routing Server determines the appropriate processor, for example an Interaction Center agent, and converts the e-mail address to the direct e-mail address of the agent, for example, "Bloggs@Smith.com". The e-mail is forwarded to the CRM System, and appears in the Interaction Center in the relevant agent’s inbox. From here, the agent can call up and handle the e-mail.

Incoming e-mails in the Interaction Center are treated as telephone calls in Business Routing, that is, the agent is informed when an e-mail arrives, and sees the sender’s name in the Call status field.

See also:

Business Routing