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sending email from BT in IC with CRMCMP_CCS_EML

Former Member
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Hello CRM Experts !

We are implementing a new Interaction Center project currently and I was wondering about the email feature.

If the user wants to send an email then the system will give him the CRMCMP_CCS_EML component.

But, if the user creates a BT, for example service request, and then wants to send an email from this BT to the customer, the system will navigate him to BT126H_MAIL that has a completely different UI and features.

Have anybody changed this standard behavior?

Can anyone suggest a solution?

Thanks !

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Answers (1)

Answers (1)

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The simplest approach is to hide via an enhancement the "More->Sendmail" option from CRM-BTX View, so that agent could only create an Outgoing E-mail via Navigation bar which must be mapped to IC_MAIL Component: CRMCMP_CCS_EML (see: BR: IC_AGENT). You must have IC Email configuration setup (E-mail Profile). Comment: Test using a IC WebClient Business Role.

Former Member
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Hey Luis,

In your solution the user won't have the option to attach a mail to a BT.

This is a key requirement from my users.

Thanks,

Ronny