Mail Id issues in interaction center, pls help.

Hi All,

I am new to SAP CRM Interaction Center, please help me with your inputs. 

1) After confirming the account, service request is created.  When the IC agent sends the details to service engineer by clicking on 'Email to Engineer', the email id is not picked up automatically as shown in below screenshot (though mail id is maintained in the bp employee). 

2) Once the IC agent sends the mail, mail is reached to engineer's mail box.  But the issue is, the from mail id is showing as the IC agent's mail id but we want the company support team mail id (abcsupport@xyzcompany.com) as from mail id. 

Could you please help me how to resolve these two issues.

Regards,

Maddy