The use of ERMS (E-Mail Response Management System) is well established for rule-based handling of e-mails that are sent to a contact center or help desk. Mails are usually routed to teams of agents who pull them from the agent inbox of the interaction center. However, an alternative to traditional pull-based inbox processing of ERMS emails is to leverage a new feature introduced in CRM 7.0 called ERMS Push. ERMS push can be used to transfer
mails from SAP CRM ERMS to the external Communication Management Software (CMS), which then identifies an agent who has the correct skills, is available, and who is not blocked, for example by another phone call at that moment. The CMS submits the ERMS mail to this agent in the same way as a phone call. This is why it is called push mail (as opposed to mails being pulled from an inbox).
ERMS Push has been enhanced in EHP1 and EHP2 with a new option that can provide additional information to the CMS along with the mail. The CMS can use this information, for example to refine the routing decision. For this purpose, information can be extracted from the ERMS fact base, which contains many attributes related to the e-mail. It is possible to transfer any attribute from the ERMS fact base of the e-mail along with the ERMS push to the external customer CMS. This can be configured when setting up the ERMS push actions in the ERMS rule modeler.
If during rule configuration you want to add routing attributes that the CMS system can evaluate during recipient determination for pushed e-mails, you can now set this up as the action Add Routing Attribute for Push E-Mail with the attribute Fact Base Attribute in the rule modeler. This action enables you to transfer any attribute from the fact base as the routing attribute. SAP has introduced this feature with SAP Note 1655959, which is available for SAP CRM EhP1 and EhP2.
Note that information is only submitted if the mail and its attributes is pushed using the Push Email to IC WebClient action.
Note that you can combine this with the option of adding new (custom) attributes to the ERMS fact base first and then filling them using the Set Attribute Value action. Once you have added your new attribute to the ERMS fact base and filled it, you can then submit it to the CMS as described above.
The following diagram shows the relation of the three ERMS actions: