Show TOC

Process documentationWorkflow for Incoming Mail Handling in IC WebClient

 

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

The inbox allows agents to process inbound e-mails received via SAPconnect. An inbound communication triggers the workflow template WS14000164 which controls the work item processing and fulfills several tasks.

The most important tasks are:

  • Creating a work item to represent the message received in the inbox

  • Adding the relevant message information to the work item

  • Determining the corresponding business partner

  • Creating and sending an auto reply (if configured)

  • Setting the workflow priority

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

For a complete list of tasks, see the workflow template 14000164 in the workflow definition tools.

Within a marketing scenario context, the campaign determination retrieves the relevant campaign element using several determination methods for the inbound message. The final workflow processing step determines the employees responsible for the work item.

Prerequisites

  • Agent inbox Customizing activities are configured under Start of the navigation path Customer Relationship Management Next navigation step Interaction Center WebClient Next navigation step Agent Inbox End of the navigation path.

  • Agent Inbox Setup activities are completed.

Process

This workflow preprocesses incoming e-mails for the IC WebClient. It is triggered when an e-mail 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).

    Note Note

    See the Start of the navigation path SAP Implementation Guide Next navigation step Customer Relationship Management Next navigation step Interaction Center WebClient Next navigation step Agent Inbox End of the navigation path

    End of the note.

  2. Task TS14008034 determines the business partner from the sender's e-mail address and adds the corresponding business partner information, such as name, type, and language to the workflow container.

  3. If the campaign automation indicator is set in the Define Global Settings Customizing activity, task TS14007993 determines the campaign element responsible for the inbound e-mail.

  4. Depending on Customizing settings, task TS14008035 creates and sends an automatic answer (e-mail receipt confirmation) to the e-mail sender. The text of this automatic e-mail comes from the task Description tab.

  5. 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.

  6. The work item representing the received communication message is created (e-mail - TS14008030) and is forwarded to an agent or a group of agents selected by the processor determination.

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

Processor Determination

The processor determination decides which agents are responsible for a work item. It is modeled in rule 14000156 and calls the function module AUI_MAIL_FIND_AGENTS_FOR_ADDR . The rule is specified in step 234 (E-Mail item) of workflow template WS14000164. To replace the standard agent determination with custom logic, 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 technical information is useful if you wish to customize your own workflow.

Workflow Template

The actual procedure is implemented in the workflow template WS 14000164 (AUI_InbdMail).

Triggering Events for the Workflow Template

The event Mailreceived of business object ICAUISUPP (see Business Object Repository) is maintained as a triggering event in the template WS14000164.

Processing Methods

The following methods of BOR object ICAUISUPP are used in the corresponding tasks of the workflow template WS14000164.

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

COMPUTEDEADLINE

Calculates the deadline and sets the workflow priority

DONOTHING

Creates the work item