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As noted, recipients are associated with an activity as contacts, if the Siebel application can match the recipients with persons in the Siebel Database. For Send Email, this matching is based primarily on the email address. If more than one record exists in the database that includes the same email address, the first such record is associated with the activity as a contact.
For a third-party email integration with Lotus Notes, an email address specified through Notes is passed back to the Siebel application in order to match recipients to contacts and associate these contacts with the activity. If no match is found in the Siebel Database, then the recipients are not associated as contacts.
For a third-party email integration with Microsoft Outlook, an email address may not always be passed back to the Siebel application, in order to match recipients to contacts and associate these contacts with the activity. If the email address is not passed, then the Siebel application tries to match recipients to contacts using the first and last names of the recipient, or using the first, middle, and last names. If no match is found in the Siebel Database, then the recipients are not associated as contacts.
NOTE: If the option Collaborative Data Object (CDO) is installed on each client machine running Microsoft Outlook 2000 or XP, then the email address is passed to the Siebel application, not just the name, and a match can generally be made.
|Siebel Communications Server Administration Guide|