Siebel Email Response Administration Guide > Global Deployment Setup and Configuration >

Using the Siebel Email Response Smart Character Set

Siebel Email Response uses the Smart Character Set feature to support global installations by receiving, displaying, and replying to all emails with no character corruption. This feature works with both double-byte and single-byte character sets (with and without HTML) and applies to the email message body, MIME attachments, and the Subject line of an email. Smart Character Set saves the incoming character set so that it can be used later when replying to the email sender. For example, if a customer sends an email in Japanese (ISO-2022-JP character set), this information will be saved and used when replying to the email.

By implementing Smart Character Set, all incoming messages from Microsoft Outlook and outgoing messages sent to Web-based email clients (such as Yahoo! and Hotmail) will display properly. For a list of supported email clients, see Siebel System Requirements and Supported Platforms on Siebel SupportWeb.

While it is still possible to set the character set on a driver, if no character set is specified the Smart Character Set feature will reply in the character set of the incoming email (for example, if no character set is specified, emails received in UTF-8 will be replied to in UTF-8). When an email activity is received, the character set is stored in the activity table and contact record so that it can be used in F9 Send Email.

Automatically Enabling Smart Character Set

The following activities automatically respond using the same character set as the inbound email:

• Auto Response
• Auto Acknowledgement
• Server Request Reply

NOTE:  A new field, MIME_CHAR_SET is defined in the S_EVT_MAIL table to store the incoming or outgoing character set.

Manually Enabling Smart Character Set

When you manually enable the Siebel Email Response Smart Character Set, you define the character set for all outbound email using the profile.

To enable Siebel Email Response Smart Character Set

1. From the application-level menu, choose Navigate > Site Map > Administration - Communications > Communications Drivers and Profiles.
2. In the Communications Drivers list, select Internet SMTP/POP3 Server.
3. Click the Driver Parameters tab.
4. In the Charset parameter, enter a value.

   For a list of supported character sets, see Siebel System Requirements and Supported Platforms on Siebel SupportWeb.

Using Smart Character Set With F9 Send Email

NOTE:  F9 Send Email is sent in UTF-8 unless a character set is specified when the profile is set.

For F9 Send Email, Smart Character Set checks for a character set in the following order:

1. The driver parameter is checked to determine the correct character set.
2. If no driver parameter exists, then the email is sent in UTF-8.

Using Smart Character Set With Siebel Email Response

For Siebel Email Response, Smart Character Set checks for a character set in the following order:

1. The message header of the inbound email is used to determine the correct character set.

   For example, Content - Type:text/plain;charset= iso-8859-1.

2. If no customer record exists, the driver parameter is checked to determine the correct character set.
3. If no driver parameter exists, then the email is sent in UTF-8.