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How to Configure E-mail and Chat functionalities

Former Member
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Dear all,

How to configure E-mail and Chat functionalities for IC Webclient.

through IC Webclient ICI interface how can we configure E-mail functionality, As per my understanding, E-mails can be handled in a similar way of receiving phones.

Where these E-mails can be stored?, Where we define agent E-mail id?

being ICI is a multi channel support does it need SMPT server support? If No, would there be any difference in the functionality?

How does CHAT functionality works?

Please educate in above scenarios to get a better understanding.

Your help will be highly appreciated.

Best wishes

Raghu ram

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Answers (1)

Answers (1)

Former Member
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Do you make any effort to search for your answers before you post your questions? ERMS is the email response system

The 2nd post on this board - Documentation for Interaction Center (IC) WebClient

There is tons of stuff here to answer your questions as well as show you the configuration. You need a 3rd party CTI solution to do chat that you will read about in the blog.

SAP Notes

759923 Frequently Asked Questions about IC WebClient

940882 Frequently Asked Questions about ERMS

882653 Frequently Asked Questions about Agent Inbox

1114557 SAP CRM 2007 Internet Browser Releases

1118231 Supported user interfaces for SAP CRM

981710 Support for Microsoft Internet Explorer 7.0

1144511 Blank screen when starting CRM WebClient or IC WebClient

1115493 CRM Web UI: Mandatory SICF services for CRM framework

992848 Mandatory ICF nodes for CRM WebClient UI Framework

IC WebClient Consultant Cookbook for CRM 2005

Online Documentation

Online Knowledge Products

Blog: How to Configure Contact Center Simulator User Interface (CCSUI)

Blog: What is Computer Telephony Integration (CTI)