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Author's profile photo Shamsul Haque

Transfer a pushed email to a queue in IC

The Interaction Center offers an abundance of possibilities for communicating with consumers, and most of it works very well, straight out of the box.
When we implemented CRM 7.02 together with SAP BCM 7.0 (Contact Center) across 3 multi-channel, multi-language contact centres there was something missing.

Consider you are a contact centre agent, and you are skilled at responding to Japanese emails. You receive (via ERMS Push) an email, whose content you cannot read, but you suspect that it is in Chinese language. You know there is a dedicated team responsible for Chinese emails, and there is a specific queue that they are assigned to – so you want to put it back to queuing status, so that it will be handled by an agent that is able to respond.

The “Transfer” button cannot be used however – there are only phone queue entries in there 🙁 , even though you are in channel Email.

The reason for this is that the coding behind the Transfer scenario is all set for the Phone channel, where it works just fine, to transfer a call directly to another agent.

SAP have introduced some notes now for this issue, so below is the solution to make it work.

  1. Implement note 2040666. This fixes the issue that the queue maintenance for Email channel is reflected in the UI popup. Go to transaction CRMM_IC_MCM_CCADM, select the System ID of the CTI you are using.
    Select channel Email.
    Select Queues.
    In the CMS Queue ID column, enter a valid destination address that routes to a queue in your CTI system. For BCM, this is a routing address assigned to a queue. For example, this is the same value you use as the “TO_ADDRESS” when routing the email to BCM via ERMS rules.
  2. Implement note 2067362. This will address the issue that although the entries maintained for Email channel show up, they cannot be selected as they are not “available”. This makes no sense in the context of the asynchronous nature of email handling – pushing back to a queue, this should always be available, regardless if there are no active agents attached to it.
  3. On the BCM side, there is a change required for the OII interface, as the data string passed back is assigning the wrong channel with the transfer, so the destination is not recognised. Hotfix should be applied to BCM – note 2049017
  4. Maintain the toolbar for Email channel:
    SPRO > Customer Relationship Management > Interaction Center WebClient > Basic Functions > Communication Channels > Define Toolbar Profiles
    From your Toolbar Profile, go to E-Mail Layout Buttons. Substitute the “Transfer” button with “TransferEnd”. This will ensure that the interaction is ended after the transfer is completed.

After all of that, you should be good to go!
This is my first blog, so all comments and input are welcome – but please be nice 🙂

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