Siebel Universal Queuing Administration Guide > Overview of Siebel Universal Queuing > Using Siebel Universal Queuing with Other Siebel Modules >
Siebel Universal Queuing and Siebel eMail Response
Siebel eMail Response, available as an optional module, allows agents to receive and reply to inbound email messages.
Siebel eMail Response may use Siebel Universal Queuing to route incoming email messages to call center agents. An agent must be identified in the UQ Administration screen as able to accept email messages and must be logged in before Universal Queuing can route an incoming email message to the agent.
For a detailed data flow description, see Email Data Flow. For more information about Siebel eMail Response, refer to Siebel eMail Response Administration Guide.