Charset

No

UTF-8

Specifies the character set that may apply to an outbound email message.

For an outbound email message that is a reply to an inbound email message, this parameter has effect only when the character set of the inbound message cannot be determined.

For all other outbound email messages, the value of this parameter for the driver profile determines the character set used. If this parameter is not defined, the UTF-8 character set is used.

When an inbound email message is received that uses a specific character set, the character set is stored on the activity record for the inbound message. When an agent replies to this message, the character set is retrieved from the activity record, so the reply uses the same character set.

If, however, the character set of the inbound email message cannot be determined, then the character set to use is the value of the Charset parameter for the driver profile. If this parameter is not defined, the UTF-8 character set is used.

For more information about character sets and how they apply to Siebel eBusiness Applications, see Global Deployment Guide.

Convert Incoming To Plain Text

No

FALSE

Converts incoming HTML email to text/plain format.

You might set this parameter to TRUE, for example, if your incoming email accounts receive HTML spam messages that are image-based and consequently cannot be easily filtered out. When this setting is TRUE, such images will not display to your contact center agents.

Create Plain Text From HTML

No

FALSE

If this parameter is TRUE, and an outbound message being sent contains text tagged with HTML but no plain text, synthesize (extract) the plain text from the HTML and send it as an alternate to the HTML. This situation may apply in these cases:

• User sends email using Send Email command, when Send Email: Default Message Format is set to HTML in the Outbound Communications options of the User Preferences screen.
• User sends reply email using Siebel Email Response, when Email Response: Default Message Format is set to HTML in the Outbound Communications options of the User Preferences screen.
• User sends outbound communication request for the email channel, for which a template contains either or both of the following: HTML template text or at least one HTML template item.

Sending separate plain-text and HTML versions of the same message body is called MIME multipart/alternative support.

To increase performance when sending HTML messages to recipients known to use email clients that can read or convert HTML messages, set this parameter to FALSE.

NOTE:  The results of setting this option to TRUE may not be compatible with all major email clients. This factor must be considered before you set this parameter to TRUE.

For more information about HTML email, see Using HTML Email. For more information about setting outbound communications user preferences, see Preference Settings for Outbound Communications.

Delete Processed Messages

No

TRUE

TRUE or FALSE

Specifies whether processed messages are deleted.

• If TRUE, then messages are deleted from the "incoming" email directory after they are processed.
• If FALSE, then messages are moved to the "processed" email directory after they are processed.

See also the descriptions for the Incoming Email Directory and Processed Email Directory parameters.

Delivery Status Domain

No

Specifies the domain name for the email server that will handle delivery status notification messages. Such messages may be generated in response to outbound mail messages sent using this profile.

Together, this parameter and the Delivery Status Mailbox parameter specify the email address used in the SMTP command MAIL FROM—for delivery status notification messages only.

NOTE:  Use these parameters only if you require that delivery status notification messages be processed on a separate email server than is used for processing normal customer responses.

Regular customer responses to outbound messages are sent to the email address specified using the Reply-To Address or From Address parameters.

See also the description of the Delivery Status Mailbox parameter.

Delivery Status Mailbox

No

The email address, in the domain specified using the Delivery Status Domain parameter, that is to receive delivery status notification messages.

For more information, see the description of the Delivery Status Domain parameter.

Enable SSL for Backup SMTP

No

FALSE

TRUE or FALSE

If TRUE, SSL (Secure Sockets Layer) is used to encrypt the SMTP session (for the backup SMTP server) between the email server and the Siebel Server.

Specify the backup SMTP server name using the SMTP Backup Server parameter.

For more information, see also the descriptions for the Enable SSL for SMTP, Use EHLO, and SMTP Backup Server parameters.

Enable SSL for POP3

No

FALSE

TRUE or FALSE

If TRUE, SSL (Secure Sockets Layer) is used to encrypt the POP3 session between the email server and the Siebel Server.

If an SSL session cannot be negotiated, the POP3 connection is aborted. Port 995 is normally used for POP3 over SSL.

Enable SSL for SMTP

No

FALSE

TRUE or FALSE

If TRUE, SSL (Secure Sockets Layer) is used to encrypt the SMTP session between the email server and the Siebel Server.

The STARTTLS command is executed after the EHLO command has executed successfully.

If the STARTTLS command fails, the connection is aborted. An attempt will be made to use the backup SMTP server instead.

Specify the SMTP server name using the SMTP Server parameter.

See also the descriptions for the Enable SSL for Backup SMTP and Use EHLO parameters.

Failed Email Directory

No

The directory where failed incoming email messages retrieved from the POP3 server should be stored.

An incoming message is considered to be a failed message if any error or exception occurs while the message is parsed.

By default, failed email messages are saved to the bin/failed subdirectory of the Siebel Server installation directory.

From Address

Yes

The sender's email address for outbound communications.

Should be in one of the following two forms:

sendername@companyname.com

sender_display_name <sendername@companyname.com>

Use the second form above if you want the recipient to see a display name for the sender, in addition to the email address.

The specified address is passed to the SMTP server in the "MAIL" command, and is used as the "From:" address in the message header.

NOTE:  End users who create email/fax profiles for personal use can specify their own email address, as appropriate, for the From Address parameter, as a profile parameter override. For more information, see Creating Communications Profiles for Personal Use.

If no parameter value is provided, the driver tries to use the "SenderAddress" that is passed to the driver when it is asked to compose and send an email.

NOTE:  For a profile used for inbound communications, which is specified for a response group, the From Address parameter represents the recipient's email address.

Incoming Email Directory

No

The directory where email messages retrieved from the POP3 server are stored.

By default, incoming email messages are saved to the bin/incoming subdirectory of the Siebel Server installation directory.

Messages may be moved to another directory after processing.

See also the descriptions for the Delete Processed Messages and Processed Email Directory parameters.

NOTE:  As inbound email messages are processed, they are saved in a series of formats and filenames in the incoming directory and related directories. Corresponding attachment files to the Email - Inbound activity record are saved to the Siebel File System. For more information, see the subsection about activity records and attachments, in Administering Communications Inbound Receiver.

For more information about inbound message processing, see Siebel Email Response Administration Guide.

LogDebug

No

FALSE

TRUE or FALSE

If TRUE, data output to the log file is more detailed. The additional detail in the log file can help you to troubleshoot.

Log files are created in the log subdirectory of the Siebel Server installation directory.

Log files for the Internet SMTP/POP3 Server driver have the name POP3SMTP_xxxxxxxxxxxxxxxx.log, where xxxxxxxxxxxxxxxx is a unique string of numerals.

Loopback Detection Interval

No

90

An integer value that specifies the number of seconds to flag any inbound messages as loopback messages that were received from a sender from which another message was just received.

• A message is determined to be a loopback message if the following are true:
• The value for Loopback Detection Interval is greater than 0 (zero), and

The message is received no later than the specified number of seconds after a previous message was received from the same email address.

This parameter is based on the premise that a message received within a short period of time has a high likelihood of being an auto-response.

For example, if your system receives a message and sends out an auto-acknowledgement, that auto-acknowledgement message could, when processed by the recipient, generate a return auto-response. Setting this parameter can prevent message looping that may otherwise occur in this instance.

If you set this value too high, you risk rejecting valid follow-up messages. If you set it too low, the driver may not correctly detect an inbound message that is actually just an auto-response.

Loopback messages are not auto-acknowledged or auto-responded. They may either be moved to a "loopback" email directory, or processed as are other messages.

See also the descriptions for the Loopback Email Directory and Process If Loopback Detected parameters.

Loopback Email Directory

No

The directory where email messages determined to be loopback messages should be stored, if they are not to be processed.

By default, email messages determined to be loopback messages are saved to the bin/loopback subdirectory of the Siebel Server installation directory.

See also the description for the Loopback Detection Interval and Process If Loopback Detected parameters.

Max Line Length

No

74

An integer value that specifies the maximum line length, in characters, for outbound messages sent using this profile.

The parameter value is enforced only if you are using a text/plain encoding or text/html encoding parameter value of None, 7bit, or 8bit, and one or more text lines exceed 998 bytes without a carriage return line feed. (The line length in bytes is also determined by the character set in use.)

The specified value must be between 40 and 124, inclusive. If no value is specified, the default line length is 74 characters.

If the encoding in effect is quoted-printable or base64, then the Max Line Length parameter never needs to be enforced.

See also the descriptions of the text/html encoding and text/plain encoding parameters, and the Charset parameter.

Max Sends Per Session

No

0

An integer value that forces the driver to log off of the SMTP server after sending the number of messages specified using this parameter. The driver will then re-logon for the next send request.

(Some SMTP servers may have problems sending a large number (1000 or more) of messages in one session.)

A value of "0" (zero) means that the driver never logs off of the SMTP server.

Parse Embedded Messages

No

TRUE

TRUE or FALSE

Specifies parsing for embedded messages within inbound email messages.

If TRUE (the default), embedded messages are parsed in order to display the message content as attachments within the Siebel application.

If FALSE, embedded messages are not parsed, but are instead turned into attachments with the EML file extension. Programs that can view MIME files, including Microsoft Outlook Express, can be used to view EML files.

For details, see Activity Attachments Stored for Inbound Email.

PollingInterval

No

30

The number of seconds between checks for new inbound mail arriving on the POP3 server.

POP3 Account Name

Yes

The account name for the POP3 mailbox from which to retrieve inbound communications.

POP3 Account Password

Yes

The password for the POP3 mailbox account.

POP3 Server

Yes

The host name or IP address of the machine on which the Internet POP3 server is running, as appropriate for your network configuration.

NOTE:  If you specify a host name rather than an IP address for this parameter value, a corresponding entry must be included in your DNS server or the local hosts file. If an IP address parameter value works correctly, but a problem occurs when you have specified a host name parameter value, consult your network system administrator to verify that host name lookup is correctly configured.

POP3 Server Port

No

110

The port used by the Internet POP3 server to listen for new socket connections.

POP3 Timeout

No

60

Number of seconds to wait for a response from the POP3 server before timing out.

Priority

No

3

Specifies the priority level for an outbound message, such as a reply to an inbound customer email message.

Depending on the email client program a customer uses, additional information may be displayed with the message received by the customer—for example, an exclamation point may be displayed for a high-priority message.

The priority level can be specified using an Internet standard number scheme (1 through 5) or the Microsoft priority scheme (Low, Normal, or High).

Processed Email Directory

No

The directory where email messages retrieved from the POP3 server should be moved, after they have been processed—unless they are to be deleted instead.

The Delete Processed Messages parameter is used to determine whether processed messages are deleted or moved to this directory.

By default, if Delete Processed Messages is FALSE, the "processed" Email Directory is the bin/processed subdirectory of the Siebel Server installation directory.

See also the description for the Delete Processed Messages parameter.

Process If Loopback Detected

No

TRUE

TRUE or FALSE

Specifies how to handle an incoming message that is determined to be a loopback message.

• If TRUE, then a loopback message is processed by Communications Inbound Receiver and Communications Inbound Processor, and associated workflows, as are any other messages.
• If FALSE, then a loopback message is saved to the "loopback" directory.

Loopback messages are not auto-acknowledged or auto-responded.

The Loopback Detection Interval parameter is used to determine whether a message is flagged as a loopback.

See also the descriptions for the Loopback Detection Interval and Loopback Email Directory parameters.

Reply-To Address

No

An optional reply-to email address for the message, if it is different than that specified with the From Address parameter.

Multiple email addresses can be specified, separated by semicolons.

If a reply-to address is specified, then outgoing messages will have a "Reply-To:" header field added to the message envelope with the specified value.

Should be in one of the following two forms:

sendername@companyname.com

sender_display_name <sendername@companyname.com>

Use the second form above if you want the recipient to see a display name for the sender, in addition to the email address.

Return Attachments

No

TRUE

TRUE or FALSE

Specifies whether to accept or discard attachments.

• If TRUE, any attachments parsed from the incoming message are passed into the Siebel application.
• If FALSE, the attachments are simply discarded.

Save Sent Messages

No

FALSE

TRUE or FALSE

Specifies whether to save sent messages.

• If TRUE, sent messages are saved into the "sent" email directory.
• If FALSE, sent messages are not saved.

Each message is saved as a separate, MIME-encoded file, in the exact format in which it was sent to the SMTP server.

See also the description of the Sent Email Directory parameter.

Sent Email Directory

No

The directory where sent messages should be saved, if Save Sent Messages is TRUE.

By default, if Save Sent Messages is TRUE, messages are saved into the bin/sent subdirectory of the Siebel Server installation directory.

See also the description of the Save Sent Messages parameter.

Siebel Server

No

The name of the Siebel Server that is to handle the delivery of outbound communications sent using this profile.

For more information, see Specifying the Siebel Server for Communications Outbound Manager.

SMTP Account Name

No

Specifies the account name to use for logging into the Internet SMTP server (using the AUTH LOGIN command). Use this parameter if your SMTP server requires authentication.

When you define this parameter, also specify a password using the SMTP Account Password parameter.

Specify the SMTP server name using the SMTP Server parameter.

NOTE:  You can use authentication independent of using SSL encryption using the Enable SSL for SMTP parameter. If you use both authentication and SSL encryption for SMTP, the session is encrypted before authentication occurs, so that the account name and password are not sent in clear text.

See also the descriptions of the Enable SSL for SMTP and SMTP Server parameters.

SMTP Account Password

No

Specifies the password for the account you use for logging into the Internet SMTP server.

See also the description of the SMTP Account Name parameter.

SMTP Backup Account Name

No

Specifies the account name to use for logging into the backup Internet SMTP server (using the AUTH LOGIN command). Use this parameter if your backup SMTP server requires authentication.

When you define this parameter, also specify a password using the SMTP Backup Account Password parameter.

Specify the SMTP server name using the SMTP Backup Server parameter.

For more information, see the description of the SMTP Account Name parameter.

See also the descriptions of the Enable SSL for Backup SMTP and SMTP Backup Server parameters.

SMTP Backup Account Password

No

Specifies the password for the account you use for logging into the backup Internet SMTP server.

See also the description of the SMTP Backup Account Name parameter.

SMTP Backup Server

No

The host name or IP address of the machine on which the backup Internet SMTP server is running, as appropriate for your network configuration.

You use this parameter when you have implemented a failover strategy for your SMTP server handling outbound email or fax communications.

If the primary SMTP server goes down, outbound communications using profiles in which these parameters are defined will be sent to the backup SMTP server instead, until the primary SMTP server has come back up.

• If you have implemented failover support for your SMTP server, then you must use both the SMTP Server and SMTP Backup Server parameters.
• If you have not implemented failover support for your SMTP server, use the SMTP Server parameter only. Do not define the SMTP Backup Server parameter.

NOTE:  If a message cannot be sent to an SMTP server because it is down, the driver returns a message to the Communications Outbound Manager, which will lead to another attempt to send the message at a later time. (This behavior is not specific to a failover configuration.)

For more information, see the description of the SMTP Server parameter.

SMTP Backup Server Port

No

25

An integer value that specifies the port to use for connecting to the backup Internet SMTP server.

See also the description for the SMTP Backup Server parameter.

SMTP Server

Yes

The host name or IP address of the machine on which the Internet SMTP server is running, as appropriate for your network configuration.

NOTE:  If a message cannot be sent to an SMTP server because it is down, the driver returns a message to the Communications Outbound Manager, which will lead to another attempt to send the message at a later time.

NOTE:  If you specify a host name rather than an IP address for this parameter value, a corresponding entry must be included in your DNS server or the local hosts file. If an IP address parameter value works correctly, but a problem occurs when you have specified a host name parameter value, consult your network system administrator to verify that host name lookup is correctly configured.

See also the description of the SMTP Backup Server parameter.

SMTP Server Port

No

25

The port used by the Internet SMTP server to listen for new socket connections.

SMTP Timeout

No

60

The number of seconds to wait for a response from the Internet SMTP server before timing out.

This parameter applies to both the primary SMTP server and the backup SMTP server.

text/html encoding

No

Auto

Specifies content-transfer encoding behavior for text/html message parts.

Values may be one of the following: base64, quoted-printable, 7bit, 8bit, Auto, or None.

Auto is the default value if this parameter is not set or a value other than one of these is specified.

For Auto, the driver uses the simplest encoding that can safely be transported over SMTP, without needing to wrap the text.

• If no line exceeds 998 bytes and all characters are 7-bit, 7-bit encoding is used.
• If the character stream exceeds the SMTP transport restriction of 998 bytes per line, and most of the character data is 7-bit, quoted-printable encoding is used. If much of the character data is 8-bit, base-64 encoding is used.

For None, the driver uses 7-bit or 8-bit encoding and wraps the text, if necessary, so that it can be safely transported over SMTP.

• If the character data is all 7-bit, 7-bit encoding is used.
• If any of the character data is 8-bit, 8-bit encoding is used.
• In each case, if the character stream exceeds the SMTP transport restriction of 998 bytes per line, hard carriage return line feeds are inserted, so that no line has more than the number of characters specified using the Max Line Length parameter.

See also the description of the Max Line Length parameter.

text/plain encoding

No

Auto

Specifies content-transfer encoding behavior for text/plain message parts.

NOTE:  For a detailed description of valid options, see the description for the text/html encoding parameter.

Use EHLO

No

TRUE

TRUE or FALSE

Set to TRUE if SMTP extension (ESMTP) commands should be used on a particular email server. Causes the first command sent to the server to be EHLO, which enables the extension commands to be available.

Set to FALSE if you are using an SMTP server that cannot handle the EHLO command.