4/20/2017 BasicSettingsfortheAgentInboxSAPDocumentation

BasicSettingsfortheAgentInbox

SystemadministratorsusethisprocesstosetuptheagentinboxintheInteractionCenter(IC)
WebClient.

Prerequisites
TheSAPconnectinterfaceisconfigured.
ForinformationaboutsettingupSAPconnectfortheagentinboxintheICWebClient,seeSAP
Note882653 .
FormoreinformationaboutSAPconnect,searchforSAPconnect(BCSRVCOM)intheSAP
LibraryonSAPHelpPortalathttp://help.sap.com .

Emailaddressesarecreated.
Ifyouwanttoeditscannedlettersinyouragentinbox,youhavedefinedanArchiveLink
scenario.
Formoreinformation,seethefollowingCustomizingactivitiesunder SAPNetWeaver
ApplicationServer BasisServices ArchiveLink :
BasicCustomizing EditDocumentClasses and EditDocumentTypes
CustomizingIncomingDocuments WorkflowScenarios AssignDocument
TypetoaWorkflow

Process

Step Description

Createbusinesspartnermasterdataforeach Enterallinboundemailaddressesthattheagent
employee,withanemployeerole shouldberesponsiblefor.AssignauserID.

Maintainsettingsforrecipientdistribution Onthe SAPEasyAccess screen,choose

InteractionCenter InteractionCenter
WebClient Administration AgentInbox
MaintainRecipientDistribution .

MaintainautomaticworkflowCustomizing InCustomizingfor CustomerRelationship

Management ,choose BasicFunctions
SAPBusinessWorkflow MaintainStandard
SettingsforSAPBusinessWorkflow .
Formoreinformation,seeSAPBusinessWorkflowin
theInteractionCenter.

https://help.sap.com/saphelp_crm700_ehp01/helpdata/en/46/142db450c85872e10000000a11466f/content.htm 1/2
4/20/2017 BasicSettingsfortheAgentInboxSAPDocumentation

Step Description

ActivateeventlinkageforworkflowtemplateWS Onthe SAPEasyAccess screen,choose

14000164andassignagentsforemailhandling InteractionCenter InteractionCenter
WebClient Administration AgentInbox
AssignAgentforEMailHandling .
Formoreinformation,seeAssigningAgentsforEMail
Handling.

Defineroutingrulesforemails Onthe SAPEasyAccess screen,choose

InteractionCenter InteractionCenter
WebClient Administration AgentInbox
MaintainRulesforEMail .
Formoreinformation,seeDefiningRoutingRulesfor
EMailsandAdditionalRoutingRulesforEMails.

Forwardtoemployees/groups Onthe SAPEasyAccess screen,choose

InteractionCenter InteractionCenter
WebClient Administration AgentInbox
Forwarding DefineRecipientProfilefor
Forwarding .
Usethistransactiontodefinethecontentofthe
dropdownbox ForwardTo intheresultlistofthe
agentinbox.

Definequicksearches Onthe SAPEasyAccess screen,choose

InteractionCenter InteractionCenter
WebClient Administration AgentInbox
DefineQuickSearches .
Usethistransactiontodefinethecontentofthe
dropdownbox QuickSearch intheagentinbox
search.

CompleteCustomizingactivities InCustomizingfor CustomerRelationship

Management ,choose InteractionCenter
WebClient AgentInbox .
Formoreinformation,seethedocumentationforeach
Customizingactivity.

MoreInformation
AgentInboxintheInteractionCenterWebClient

https://help.sap.com/saphelp_crm700_ehp01/helpdata/en/46/142db450c85872e10000000a11466f/content.htm 2/2