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Email Configuration

The inbound and outbound email addresses are shown below where X is the departme
nt name e.g. socialcare. The text after the @ sign is a sub-domain and is set u
p and managed by IT department. It is mapped into the CRM development, test and
production system by the SAP basis team. The mapping is visible in the SAP SCO
T transaction. The text before the @ sign is set up within the CRM application.
Addresses are set up and mapped against organizational units in CRM.
Development System X@crmdev.xxxxxx.ukTest System X@crmuat.xxxxxx.ukProduc
tion System X@crm.xxxxxx.uk
The end result is that all emails sent to this address are placed in the inbox a
nd are visible to users assigned to the appropriate organization unit. The user
s can pick up an email and use the process and record button to deal with a brand
new email. The system tries to identify a citizen with this email address and a
sks the user to confirm the citizen. The email is then attached to a new servic
e ticket and the text is copied into the standard text on the service ticket. R
eplies from the advisors are sent from the same email addresses. Individual use
rs do not have unique addresses. The service ticket number is appended to the o
utbound email.
If the citizen replies, the user presses the process button from the inbox. This
opens the email, the original service ticket that was already created and confir
ms the business partner. The whole email history is recorded against a single s
ervice ticket.
The SAP configuration for email is split into three areas:
1. Underlying technical settings that may or may not be specific to email d
omain names that but must be set up in the development, test and production syst
ems.
2. Transportable CRM IMG configuration that is independent of the mail addr
esses, is the same in all systems and need only be performed once.
3. Non-transportable settings or transportable settings that are different
in dev, test and production. Some of these are accessed via the IMG, others are
in BSP applications or accessed from the regular SAP menu.
Many of the settings are not transportable and must be repeated manually in each
system and client.
An inbound email should create a workflow item. The workflow is passed into the
ERMS rule modeler. The modeler is set up to pass emails into the WebIC inbox.
Incoming emails should be visible in the workflow transaction SWI1.
It is important that all users are assigned to only one organization unit. User
s assigned to more than one organisation unit can cause problems with emails bei
ng visible to users that they should not be visible to.

Category 1 Settings
Workflow Customizing
Usage
CRM Setting up Workflow customising
Transaction code SWU3
SAP Menu Architecture and Technology? Abap Workbench ? De
velopment ? Workflow ? Utilities ? Automatic Workflow Customising
Manual Configuration - has to be maintained in each Client.
This then runs through the customising settings for workflow and automatically c
onfigures those that can be configured this way. Select the icon. Set-up user
WF-Batch so that the runtime environment could be activated.
You have Automatic Workflow customising. See screen shot below for information

SAPConnect Settings
CRM SAPConnect Configuration for Internet Mail
Transaction code SCOT
SAP Menu Basis Tools ? Business Communication ? Communication ? SAPconnec
t
A properly maintained SMTP domain is required to establish the required e-mail c
onnections. These setting you have to define according to your network policies.

Define a mail (SMTP) domain, for example: @<sysid>.<company>.com.
You will use this setting in the following steps.
Manual Configuration - has to be maintained in each Client.
These settings are normally undertaken by the SERCO basis team. Here you should
always find an already generated SMTP node labeled like SMTP Mail Server. If yo
u find more than one SMTP node, it is an error! (Standard SAP does not support t
his)
1. Double click on the SMTP node.
2. In the following dialog box enter your Mail Host and activate Node in us
e.

3. Under portion Supported address types click on the Set button next to th
e Internet checkbox.
4. Enter * in the first row of the Address area.

5. Choose Continue.
6. Confirm all dialog boxes.
7. Back on the General node data window choose Continue.
8. You are now on the SAPconnect: Administration screen.
9. Go to menu Settings and choose item Default Domain.
System Default Domain
Development crmdev.xxxxxx.uk
Test crmuat.xxxxxx.uk
Production
Setting Up Routing for Inbound E-Mails
CRM Shared Office Settings
Transaction code SO16
SAP Menu SAP Menu ? Basis Tools ? Business Communication ? Office ? Share
d office settings
Manual Configuration - has to be maintained in each Client.
Switch to the Addressing tab index and select the address SAP Business Object.
Save your entry.



Category 2 Settings
Communication Management Software Profiles
Usage
CRM Define Communication Management Software Profiles
Transaction code CRMC_IC_MCM_CCPRO
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Communication Channels ? Define Communication Management Softw
are Profiles
In this IMG activity, you create profiles for each communication management soft
ware system you use for the IC WebClient. This profile is assigned to agents by
using the IC WebClient profile.
There is no default profile assigned to the IC WebClient profile. If you do not
maintain communication management software profiles, or if you do not assign the
profiles to the IC WebClient profile, then the system uses the Integrated Commu
nication Interface (ICI) configuration default settings.
1. Choose New Entries.
2. Enter ZUON
3. Enter description: CONTACT CENTRE PROFILE
4. Save.
Standard Tasks to Communication Methods
Usage
CRM Assign Standard Tasks to Communication Methods
Transaction code CRMC_IC_AUICOMM
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Agent Inbox ? Settings for Asynchronous Inbound Processing ? A
ssign Standard Tasks to Communication Methods
In this IMG activity, you determine which SAP Business Workflow tasks are used t
o process items received through each inbox communication method (for example, e
-mail, fax, letter).
Values
You have defined Standard Tasks to Communication Methods. Default values used.
No changes made.

Communication Method Settings
Usage
CRM Define Communication Method Settings
Transaction code CRMC_IC_AUIGNCOM
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Agent Inbox ? Settings for Asynchronous Inbound Processing ? D
efine Communication Method Settings
In this IMG activity, you define settings for each inbox communication method (f
or example, e-mail or fax).
The Category, Copy Subject, and Text ID fields are used when an interaction reco
rd is created based on an inbox work item. Some fields of the interaction record
may be predefined based on these settings. For example, the work item Category
may be copied into the Category field of the interaction record, the text associ
ated with the Text ID may be copied into the header text of the interaction reco
rd, and the subject of the mail may be copied into the description field of the
interaction record.
Values

Text Types for Communication Methods
Usage
CRM Define Text Types for Communication Methods
Transaction code CRMC_IC_AUIPRCOM
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Agent Inbox ? Settings for Asynchronous Inbound Processing ? D
efine Text Types for Communication Methods
In this IMG activity, you define to which interaction record text type (for exam
ple, note or business partner information) e-mail text is transferred. The inter
action record reflects an interaction with the customer and is created as soon a
s an inbox e-mail is processed by an agent.
Values
1. Choose New Entries.
2. Maintain entries as detailed below:
Comm. Method Text Det. Proc Text ID
INT ZCC1 A001
Category 3 Settings
Email Profile
Usage
CRM E- Mail Profiles
Transaction code CRMC_XMLEDITOR
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Communication Channels ? Define E-Mail Profiles
CRM IC Web Client Profile
Transaction code CRMC_IC_MAIN
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Define IC WebClient Profiles
Manual Configuration - has to be maintained in each Client.
In this IMG activity, you configure options for e-mail processing in the Interac
tion Center (IC) WebClient including:
Default To and From e-mail addresses
Maximum e-mail attachment size
E-Mail headers used for the mail client
Transfer of information with the communication management software
Form used to print e-mails
What e-mail channel is used
Values
1. Find the standard profile DEFAULT.
2. Press execute.
3. Select all the text and copy CTRL-C
4. Press the Back Arrow button.
5. Enter name of profile, press execute to create the new profile.
6. Enter a profile description.
7. Paste in the text CTRL-V.
8. Make changes, save and check.
In East Sussex, Ten Email profiles ZCC1 .. 10 were created. ZCC1 contains the de
fault from address of highways@crmdev.eastsussex.gov.uk, and also the sapscript
form for printing emails Z_COUNTY_HALL_ADDRESS_LETTER.

ZCC2 contains the default from address of socialcare@crmdev.eastsussex.gov.uk an
d also the sapscript form for printing emails Z_ASC_ADDRESS_LETTER.

Rationale
Reply to addresses are not being used.
The last two parameters control the insertion of the service ticket number into
the outbound email. This then allows replies to identify the service ticket whe
n the process button is pressed on the inbox.
The print with smart form is important as it links to the form used for correspo
ndence.
Define Receiving E-Mail Addresses
Usage
CRM Define Receiving E-Mail Addresses/Fax Numbers
Transaction code CRMC_IC_AUIADDR
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Agent Inbox ? Settings for Asynchronous Inbound Processing ? D
efine Receiving E-Mail Addresses/Fax Numbers
Manual Configuration - has to be maintained in each Client.
In this IMG activity, you define incoming e-mail addresses and fax numbers for t
he Agent Inbox. E-Mail addresses and fax numbers must exist in the system.
Values
System Email Addresses Description
Development HIGHWAYS@CRMDEV.XXXXXX.UK
SOCIALCARE@CRMDEV.XXXXXX.UK
Highways
Social Care
Test HIGHWAYS@CRMUAT.XXXXXX.UK
SOCIALCARE@CRMUAT.XXXXXX.UK
Highways
Social Care
Production
Define Receiving E-Mail
Usage
CRM Define Receiving E-Mail/Fax Settings
Transaction code CRMC_IC_AUIGNADR
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Agent Inbox ? Settings for Asynchronous Inbound Processing ? D
efine Receiving E-Mail/Fax Settings
Manual Configuration - has to be maintained in each Client.
In this IMG activity, you define settings for the receiving e-mail addresses and
fax numbers.
Settings include the workflow priority of the work item created, how soon items
are escalated, what calendar the escalation uses to identify working times for y
our contact center, and whether or not an automatic reply is sent. Marketing cam
paign determination (using the corresponding standard task of SAP Business Workf
low ) is enabled by default.
Depending upon which options you configure in this step, the following items may
need to be maintained first:
The standard task of SAP Business Workflow (to handle automatic e-mail acknowled
gement). This task must be configured to define the reply text.
Factory calendar
Time period for deadline monitoring
Values
System Email Addresses Description
Development HIGHWAYS@CRMDEV.XXXXXX.UK
SOCIALCARE@CRMDEV.XXXXXX.UK
Highways
Social Care
Test HIGHWAYS@CRMUAT.XXXXXX.UK
SOCIALCARE@CRMUAT.XXXXXX.UK
Highways
Social Care
Production

Reply Addresses for Auto Acknowledgement
Usage
CRM Define Reply Addresses for Automatic E-Mail Acknowledgem
ent
Transaction code CRMC_IC_AUI_GEN
IMG Path Customer Relationship Management ? Interaction C
enter WebClient ? Agent Inbox ? Settings for Asynchronous Inbound Processing ? D
efine Reply Addresses for Automatic E-Mail Acknowledgement
Manual Configuration - has to be maintained in each Client.
In this IMG activity, you provide the reply address for automatic e-mail acknowl
edgements. When a customer receives an automatic acknowledgement via e-mail, thi
s is the address that appears as the sender address. Only one reply to address
is allowed but this may not be necessary because the rule modeler specifies a di
fferent address anyway.
System Email Addresses Description
Development HIGHWAYS@CRMDEV.XXXXXX.UK
Highways
Test REPLY@CRMUAT.XXXXXX.UK
Production
Maintaining Recipient Distribution
CRM Maintain Recipient Distribution
Transaction code SO28
SAP Menu SAP Menu ? Customer Interaction Center ? Interaction Centre WebC
lient ? E-Mail Response Management System ? Settings ? Maintain Recipient Distri
bution
Manual Configuration - has to be maintained in each Client.
This transaction is used to route the incoming Email from the receiving Email ad
dress to the CIC.
1. Choose Insert line.
2. Enter the email address of already created by your Email Administrator.
Maintain entries as detailed below:
3. Mark field New recipient and choose F4.
4. Choose SAP object instance and continue.
5. In the dialog box select ERMS Support 2 and click ok.
6. Select 1 of the pre-defined email addresses from the dropdown box (Email
addresses as defined in the Email configuration setup next section).
7. In the New Recipient field the description assigned to that Email addres
s should appear.
8. Save your entry.

Values
System Email Addresses Description
Development HIGHWAYS@CRMDEV.XXXXXX.UK
SOCIALCARE@CRMDEV.XXXXXX.UK
Highways
Social Care
Test HIGHWAYS@CRMUAT.XXXXXX.UK
SOCIALCARE@CRMUAT.XXXXXX.UK
Highways
Social Care
Production
Assign Agent to E-Mail Handling Activate Workflow
CRM Assigning Agent to E-Mail Handling
Transaction code CRM_ERMS_WF_CUST
SAP Menu SAP Menu ? Customer Interaction Center ? Interaction Centre WebC
lient ? E-Mail Response Management System ? Settings ? Assign Agent for E-Mail H
andling
Manual Configuration - has to be maintained in each Client.
You have to activate Email handling for the inbound Email to be processed by wor
kflow.
Once this is done, you then have to assign all the agents who should be able to
process e-mails in the Customer Interaction Center.
1. Click on Activate event linking column

2. Next screen expand screen area

3. Click on the Activate/Deactivate button to Activate

4. Event Linkage button should be now activated

5. Click back to the overview screen

6. Click on Assign Agents

7. Select Node ERMS decision, click on the Attributes icon.
8. Change task type selected in above to General task
9. Do not assign any agents manually. A rule will be set up to achieve thi
s.
Maintaining Sender E-Mail Addresses
CRM Maintaining Sender E-Mail Addresses
Transaction code CRM_ERMS_OUTG_EMAIL
SAP Menu SAP Menu ? Customer Interaction Center ? Interaction Centre WebC
lient ? E-Mail Response Management System ? Settings ? Agent Inbox Maintain Rul
es for E-Mail
Manual Configuration - has to be maintained in each Client.
1. Choose Create.
2. Maintain the following entry

Values
System Email Addresses Description
Development HIGHWAYS@CRMDEV.XXXXXX.UK
SOCIALCARE@CRMDEV.XXXXXX.UK
Highways
Social Care
Test HIGHWAYS@CRMUAT.XXXXXX.UK
SOCIALCARE@CRMUAT.XXXXXX.UK
Highways
Social Care
Production

ERMS Mail Forms
Manual Configuration - has to be maintained in each Client.
Use
The mail forms allow you to paint the information that is included in outbound e
mails and letters.
Procedure
Set up all the forms that are required to support the organisational needs. One
s identified for phase 1 go live are as follows:
ZHIGHACK: Acknowledgement
ZHIGHEMAIL: Mail
ZASCACK: Acknowledgement
ZASCEMAIL: Mail
ZCC2: Reference field
ZASCLETTER: Letter
ZHIGHLETTER: Letter
CRM Maintain Mail Forms
Transaction code CRM_ERMS_MAILFORMS
SAP Menu SAP Menu ? Interaction Center ? E-Mail Response Management Syst
em ? Administration ? Maintain Mail Forms
Take care because forms are not truly client independent i.e. a form name can on
ly be used once within a given system: dev or test. Some example forms are show
n below. Once one mail is set up it can be copied for all other forms rather th
an creating them from scratch.
Press create and enter a form name. Click on the underlined mail name on the le
ft and enter the information in the following screen for an acknowledgement emai
l.

Double click on the main window node. Then right click and select create > text
to insert text boxes. These are added to each other one after another to form
the overall output.

Double click on the page window node. Then right click and select create > subje
ct line to insert an email subject line.

Save the form and then test it using the communication channel test button (F8)
as follows. Ensure that all selection criteria as set as shown below

A successful response should appear as follows:

Any form can be copied by selecting it, right clicking and selecting copy.

For the service ticket reference form (ZCC2) the form is similar but on the text
box there is a single entry dragged and dropped from the object attributes wind
ow (bottom left):

The standard reply form is similar but has some differences as shown below. Fir
stly, on the ZHIGHEMAIL underline tab, enter ZERMS in the customer scenario. Th
is allows fields from the service ticket to be dragged and dropped into the form
.

Following text windows have been added. For the address, you need to drag the a
ppropriate fields from the business partners object in the bottom left screen.

For the salutation, there are three versions depending on what information is he
ld:
Dear Mr X if the title and surname are known and the first name is unknown
Dear sir / madam if the title is unknown and the first name is unknown
Dear Fred X if first name and last name are known.
The show up as an icon alongside the text. Select and attribute, relational ope
rator and specify and/or in the bottom right window. Leave the value field blank.
Use the equal and non equal to operators.

ERMS - Rules Modeler
Manual Configuration - has to be maintained in each Client.
Use
The Email response management system uses the rules Modeler to control the routi
ng of Emails, acknowledgements, and bounce management. The rules modeler uses a
Business Server Page interface this is a simple, easy to use interface where you
model your policies the rules that define the handling of e-mails at a certain
point in time.
Procedure
If changes are made and errors occur in the workflow (see transactionSWI1), try
using
CRM Regenerate Rules
Transaction code CRMD_ERMS_REGEN_RUL
SAP Menu SAP Menu ? Customer Interaction Center ? Interaction Centre WebC
lient ? E-Mail Response Management System ? Utillities ? Regenerate Ruesl
Three rules need to be set up per organisation unit and unique inbound/outbound
email address. The sequence of these is important:
Auto acknowledgement of new emails
For replies to outbound emails, these are re-directed to the service ticket
Inbound emails that are not replies are routed to the correct organisation unit.
In order to launch the Rules modeler user interface from the SAP GUI carry out t
he following actions:
1. In the SAP menu. Highlight the Favourites and right click on the mouse.
In the pop-up select CRM BSP application
2. Next screen in the Application from the list selection application CRMM_
ERM_RULES Explanation field will be populated automatically.

3. Press enter this action will add the Rules modeler to your favorites men
u.
4. Select the Rule Modeler from the menu path. This will launch the rules
modeler interface.
5. In the Rules Polices - select Create Subnote icon

6. Maintain Entries as detailed below:

7. In the rules part of the view select create Subnode icon

8. Maintain Entries as detailed below:

9. Highlight the entry created in step 8 and select the create sub node ico
n.

10. Maintain Entries as detailed below:

11. Highlight the entry created in step 10 and select the conditions tab in
the next section of the screen.

12. Maintain the following conditions for the Automatic acknowledgement rule
and be sure to have and links between them.


13. After maintaining the conditions for the Automatic acknowledgement rule,
select the actions tab and maintain the following actions.

14. Select the Rules tab and release your autoack rule.
Save your entries
The screen shots below illustrate the values for the three rules required per or
ganisation unit. Once they have been set up for one organisation unit, they can
be copied to another using the copy and insert buttons. Be sure to press inser
t whilst on the default node to ensure no sub-nodes are created. Then overtype
the entries that are different e.g. organisation unit and forms to print.