How to handle reply emails in ICI scenario Push method

[sudheer19]

Hi Experts,

I know CRM has two ways of processing emails:

1. ICI push

2. ERMS/SAP Connect

in our current project we are using ICI scenario where we had so much struggle with CTI provider to get it done. somehow finally we figured out and work through inbound emails. emails are coming to sap thru CTI and when reply to it it goes via CTI and delivered. but how to handle the situation wherein if agent reply to customer email asking for some information which customer is going to reply to agents response. how to capture that email routed to same IR/Agent?. has anyone experienced this, please share your thoughts.

thanks,

venkat

[sudheer19]

Hi there,
can someone help me on this pls.

thanks,

Venkat

[Sigrid]

Hi Venkat Nvs, There is an additional method to handle E-Mails in CRM IC : ERMS push scenarioIt combines the look and feel from end user perspective of ICI scenario and the power of defining a rule policy of the Email Response Management System (ERMS) .I recommend to read SAP Help Portal page explaining this ERMS push scenario and related configuration.Best Regards,
Sigrid

[sudheer19]

Hi Sigrid,

thanks for the response. we are not using ERMS or ERMS push method to handle emails . the customer using ICI email technique. emails are routed to agents by CTI and no where we can store them in SAP. in this situation how to handle the reply emails into SAP meaning for example : customer sent an email and agent received it via CTI and responded to customer. but again customer replied on that response so that should come as new email or response email ?.

thanks,
Venkat

[Sigrid]

Hi Venkat,

I am not aware of features on CRM IC side to achieve that the reply e-mail is routed to the same agent using pure ICI mails. It am sure that this can be achieved using ERMS tracking text, ERMS routing rules using agent inbox as e-mail provider.

Best Regards,
Sigrid

[mikeatedwards]

Is this of any help to you?

https://wiki.scn.sap.com/wiki/display/CRM/How+to+set+up+Threading+in+ERMS

[sudheer19]

thanks Mike for the response. the link is useful when you have ERMS set up but in my case i am using ICI email (Push mechanism).

emails push from CTI to available agent and they reply to customer and that goeas via CTI. we don't store them in SAP. in this case how to handle reply back emails from customers and link them to last interaction.

[Martin_Hajnk]

Srry can't help to this issue...