SAP CRM Gplus adaptor

[Tatmart]

Hi,

I am new to the integration of the Gplus adaptor and SAP CRM 7.0 Ehp 1.

We have the requirement that incoming mail is processed in Genesys and "pushed"  to SAP CRM interaction center webclient. This incoming mail should not be saved/archived on genesys side but on CRM side.

Is this possible using the standard configuration possiblitities in Genesys?

Regards,
Martin

[cavagnaro]

If it is already processed by Genesys makes no sense to ask then to Genesys not to store it...it has to be on Genesys so Genesys can handle it.

[Tatmart]

[quote author=cavagnaro link=topic=7312.msg31198#msg31198 date=1343335956]
If it is already processed by Genesys makes no sense to ask then to Genesys not to store it...it has to be on Genesys so Genesys can handle it.
[/quote]

Hi,

perhaps my message was not clear enough. we receive the mail in Genesys, which is sent by the Gplus adaptor to SAP CRM. There the mail is handeld and replied (reply mail will also be send by genesys). In SAP CRM we have the link available to the mails on the Genesys server, but we want them not to be stored on Genesys, but on CRM side.

[cavagnaro]

Again, I think you don't understand what architecture you have...
Genesys stores the interaction on UCS/IXN DB because it needs to know what to do with the interaction. GPlus is only a Genesys "applet" or activeX or something that lives incrusted on your CRM...Genesys made this commercially ready for this big CRM systems...
So Genesys is on the flow every second and needs to know about it. What would happen if the customer replies the email and Genesys doesn't know about the initial email? No sense, right?
What you can maybe do is to store it as an agent interaction on your SAP CRM too but not ONLY.

[Tatmart]

Good morning,

I am new to this subject yes. We do make an interaction record for all mail, so the link to the maills (in and outgoing) are linked to that. But in our architecture, Genesys is supposed to be a mail and telephone "routing machine" . Not a archive database.

[genesysguru]

We looked into this on my last project.

If I remember correctly the email content came into SAP CRM directly with standard SAP ArchiveLink stuff. SAP then kicked off a workflow which used action item routing to perform routing within Genesys. I would recommend having a read of the ICI specification as a starting point and also reading up on action items in the G+ documentation.

[Tatmart]

Hi,
do you have a clue where I can find the documentation you refer to?

Regards

[genesysguru]

Contact me here: http://genesysguru.com/blog/contact-me/ and I'll send you a copy.