Navigating in PeopleSoft Multichannel Communications

PeopleSoft CRM Multichannel Communications provides custom navigation pages that contain groupings of folders that support a specific business process, task, or user role.

Note: In addition to the PeopleSoft CRM Multichannel Communications custom navigation pages, this PeopleSoft system provides menu navigation, standard navigation pages, and PeopleSoft Navigator.

See PeopleTools: PeopleSoft Applications User’s Guide.

This table lists the custom navigation pages that are used to navigate in PeopleSoft CRM Multichannel Communications.

Access to these custom navigation pages is based on role.

Supervisor Administration

Page Name	Navigation	Usage
Supervisor Administration	select Set Up CRM, then select Multi-Channel Setup Center, then select Supervisor Administration	Access primary Supervisor Administration menu options and activities.
Overflow Admin	Click the Overflow Admin link on the Supervisor Administration page.	View a list of overflow events.
Escalation Admin	Click the Escalation Admin link on the Supervisor Administration page.	View a list of escalated events.
Search Inbound Emails	Click the Search Inbound Emails link on the Supervisor Administration page.	Look for inbound emails and perform operations, such as taking ownership and work on them, reassign them, requeue them and so on.
Search Outbound Emails	Click the Search Outbound Emails link on the Supervisor Administration page.	Look for outbound emails and perform operations, such as reviewing them or approving them (if applicable).
Search Undelivered Emails	Click the Search Undelivered Emails link on the Supervisor Administration page.	Look for undelivered emails and view email details.
Worklists	Click the Worklists link on the Supervisor Administration page.	Review, open, and reassign entries that have been sent to you, to other workers that you supervise, or to groups to which you belong.
ERMS Batch Monitor	Click the ERMS Batch Monitor link on the Supervisor Administration page.	Review, and optionally modify, the status and polling frequency of all mailboxes.
Chat Detail	Click the Chat Detail link on the Supervisor Administration page.	View the chat dialog and chat session details.
CTI Event Log	Click the CTI Event Log link on the Supervisor Administration page.	View the computer telephony integration (CTI) events that are logged by the MCF logger, which include accept and hangup events.
SD Administration	Click the SD Administration link on the Supervisor Administration page.	Define setup settings for Supervisor Desktop.
Supervisor Desktop	Click the Supervisor Desktop link on the Supervisor Administration page.	View and manage queue statistics on ERMS. Run ERMS reports.

System Settings

Page Name	Navigation	Usage
System Settings	select Set Up CRM, then select Multi-Channel Setup Center, then select System Settings	Access primary System Settings menu options and activities.
CTI System Definition	Click the CTI System Definition link on the System Settings page.	Map transaction IDs to target pages for specific databases.
CTI Page Mapping	Click the CTI Page Mapping link on the System Settings page.	Map transaction IDs to specific applications page.
ERMS Installation	Click the ERMS Installation link on the System Settings page.	Set up ERMS system installation.
ERMS Mailbox Definitions	Click the ERMS Mailbox Definitions link on the System Settings page.	Set up and configure the mailbox behavior.
ERMS Webform Definitions	Click the ERMS Webform Definitions link on the System Settings page.	Create and edit webform structures for structured emails.
Chat Page Setup	Click the Chat Page Setup link on the System Settings page.	Set up chat.
Chat Page Mapping	Click the Chat Page Mapping link on the System Settings page.	Access full-function pages that map to self-service pages.

Agent Definitions

Page Name	Navigation	Usage
Agent Definitions	select Set Up CRM, then select Multi-Channel Setup Center, then select Agent Definitions	Access primary Agent Definitions menu options and activities.
Configure Agent	Click the Configure Agent link on the Agent Definitions page.	Configure agents to process email, chat and voice tasks.
CTI Agent Config	Click the CTI Agent Config link on the Agent Definitions page.	Configure CTI agents.
Chat Agent Config	Click the Chat Agent Config link on the Agent Definitions page.	Configure chat agents.
Correspondence Agent Setup	Click the Correspondence Agent Setup link on the Agent Definitions page.	Specify agent's process settings and the reply to address.

Queue/Worklist Configuration

Page Name	Navigation	Usage
Queue/Worklist Configuration	select Set Up CRM, then select Multi-Channel Setup Center, then select Queue/Worklist Configuration	Access primary Queue/Worklist Configuration menu options and activities.
Define Worklists	Click the Define Worklists link on the Queue/Worklist Configuration page.	Create group worklists.
Define Queues	Click the Define Queues link on the Queue/Worklist Configuration page.	Add or search for existing queues.
Define Tasks	Click the Define Tasks link on the Queue/Worklist Configuration page.	View, add, and edit tasks.

ERMS Routing

Page Name	Navigation	Usage
ERMS Routing	select Set Up CRM, then select Multi-Channel Setup Center, then select ERMS Routing	Access primary ERMS Routing menu options and activities.
Define Keyword Queries	Click the Define Keyword Queries link on the ERMS Routing page.	Define queries composed of keywords and phrases for basic email routing.
Define Query Groups	Click the Define Query Groups link on the ERMS Routing page.	Define and maintain logical groups of queries for basic ERMS routing.
Associate Worklists	Click the Associate Worklists link on the ERMS Routing page.	Define which query groups should be used to route emails for each worklist or queue.

ERMS Advanced Definitions

Page Name	Navigation	Usage
ERMS Advanced Definitions	select Set Up CRM, then select Multi-Channel Setup Center, then select ERMS Advanced Definitions	Access primary ERMS Advanced Definitions menu options and activities.
Define AMP Rule	Click the Define AMP Rule link on the ERMS Advanced Definitions page.	Define the behavior for the automated mail processor for each mailbox.
Define Actions	Click the Define Actions link on the ERMS Advanced Definitions page.	Register action behavior and action trigger points.

Correspondence Management Administration

Page Name	Navigation	Usage
Correspondence Mgmt Admin	select Set Up CRM, then select Multi-Channel Setup Center, then select Correspondence Mgmt Admin	Access primary Correspondence Mgmt Admin menu options and activities.
Define Templates	Click the Define Templates link on the Correspondence Mgmt Admin page.	Define correspondence templates.
Define Template Packages	Click the Define Template Packages link on the Correspondence Mgmt Admin page.	Group one or more templates or static files together into template packages.
Define Template Usage	Click the Define Template Usage link on the Correspondence Mgmt Admin page.	Define the components that can use templates.
General Administration	Click the General Administration link on the Correspondence Mgmt Admin page.	Access the General Administration options and activities.
Search Correspondence	Click the Search Correspondence link on the General Administration page.	View correspondence requests that are created in the system and create new requests based on existing requests.
Search Bulk Correspondence	Click the Search Bulk Correspondence link on the General Administration page.	View bulk correspondence requests that are created in the system and create new requests based on existing requests.
Search Inbound Emails	Click the Search Inbound Emails link on the General Administration page.	Search for emails that have been received.
Search Outbound Emails	Click the Search Outbound Emails link on the General Administration page.	Search for emails that have been sent.
Search Undelivered Emails	Click the Search Undelivered Emails link on the General Administration page.	Look for undelivered emails and view email details.
Chat Detail	Click the Chat Detail link on the General Administration page.	Access CRM chat details.
Chat Mini Navigation	Click the Chat Mini Navigationlink on the General Administration page.	Access chat mini navigation page.

Unified Agent Desktop

Page Name	Navigation	Usage
Unified Agent Desktop	select Set Up CRM, then select Multi-Channel Setup Center, then select Unified Agent Desktop	Access primary Unified Agent Desktop menu options and activities.
Agent Configuration	Click the Agent Configurationlink on the Unified Agent Desktop page.	Configure Agent's setup data for the Unified Agent Desktop.
Console Definition	Click the Console Definitionlink on the Unified Agent Desktop page.	Set the default button and code settings for Unified Agent Desktop.