Outgoing Email Config

[Former Member]

Hi Experts,

Wanted your opinion on an issue.

There is a scenario where in SAP CRM Email Integration is implemented,  SAPConnect is being used.

1. Customer wants a scenario where when the agents reply to the email, their email ids should show up on responses.

--    I think we can configuration for Outbound email ids in CRM, but this may work only when one has ICI based integration & not SAP Connect ?

       Basis should map the outgoing email ids with the SAP user ids probably when SAPConnect is being used. ?

2. There is an understanding that if one server is being for incoming emails, it CANNOT used for multiple outgoing email ids.

     I mean say if all incoming emails to agents come in through common inbound id to which end Customers write say Info@abc.com.

     The agents reply to these emails, when these emails are sent out & we try to use agents email id ( Agent1@abc.com)

     SERVER ABC.COM ( say Outlook or Lotus) CANNOT be USED  is it TRUE ?

3. If Groupware Integration is implemented will it anyhow suffice the above problem ???

Thanks,

V

[Former Member · Accepted solution]

Hi Viv,

          Will try to give very vague answer - We did not go to agent level anytime but we went to their group level.

Example instance: Say a particular agent group is represented by "Group 1" and they have a particular Outlook group mailbox address - Group1@abc.com

Now if we define a matching ERMS inbound email address - Group1@server.abc.com and enable email forward in Outlook - customers will still keep emailing to Group1@abc.com but through email forward, SAP Connect and ERMS - emails will land in CRM Inbox.

Now I maintain the original outlook group addresses in Outbound email config - so the entries in From column of Email work center will still be the actual outlook addresses and customer never gets to see the Group1@server.abc.com --> Makes sense?

Now you are going a level below to individual agent addresses (as per your scenario) - Do you think the above would work?

Cheers

Jack

[Former Member · Accepted solution]

Hi Jack,

Thank you for help, I have run into a situtaion here.

1. in SU01 I define user email is as USERNAME@server.comp.com.

2. In MS outlook we map username@comp.com & username@server.comp.com.

This means when an email is sent to username@comp.com it is routed with SAP into the inbox of the user username@server.comp.com.

3. Now when user replies, we are not able to set up this mapping at the server. the email is sent out from username@server.comp.com.

--> This step 3 poses a problem because the customer cannot reply to username@server.comp.com as its not www registered domain.

Is it something I am doing wrong or missing here.

Your help will be highly appreciative...as its friday....my brain is drained out...lol

Thanks,

Vivek

[Former Member · Accepted solution]

Viv - in configuring outbound emails (Easy Access Home --> Interaction Center --> ERMS --> Define Sender's email addresses) - if you define original user addresses i.e. username@comp.com then the "From" drop down on Email work center will only show those ID's right?

So let's say you pick up one email from the Inbox - go in to it and then hit reply - "To" address will prepopulate with customer's address but "From" email addresses cannot be that username@server.comp.com as we did not define them in "Defining email addresses config"

Am I on the same page in terms of understanding your scenario?

Cheers

Jack

[Former Member · Accepted solution]

Thank You Jack, But again I want to have an ability to choose from Outbound email id defined or my personal id.

I mean that in the 'From' drop-down we should provide the user to choose the Sender's email id.

Either from the outbound sender id group or his.her personal id

Is there a way to get it

[Former Member · Accepted solution]

Hi Viv - If you have multiple outbound addresses then that should be a selectable drop down for "From".

Please look at my first reply that speaks about maintaining outbound email addresses in ERMS config. Let me know if it helps.

Cheers

Jack

[Former Member · Accepted solution]

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