Bookshelf v7.5: Contexts of Use for Communications Profiles

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Contexts of Use for Communications Profiles

Communications profiles, whether created by administrators or by end users, may be specified for use by administrators and end users in many communications-related contexts within the Siebel application.

Administrator Contexts for Using Profiles

Administrators would specify profiles in the following contexts:

When defining communications configurations to support handling interactive work items such as voice calls for Siebel CTI or email messages for Siebel eMail Response with Siebel Universal Queuing.

When defining response groups for inbound communications, such as to support Siebel eMail Response.

When configuring mobile devices associated with employees, contacts, or others, to support wireless messaging. These profiles are associated with device addresses for each mobile device for each person.

For Siebel Wireless Messaging drivers, profiles must be created for each service node required by MobileSys MX (one-way outbound messaging) or the MobileSys Network (two-way messaging).

A service node is typically defined for each mobile network provider and each wireless message type to be used.

For the WAP V1.2 driver, profiles are required for each WAP gateway through which messages will be sent.

End Users Contexts for Using Profiles

General end users would specify profiles in the following contexts:

When specifying a default email/fax profile in the User Preferences screen (Outbound Communications tab). The profile specifies the message sender.

To specify the sender when sending outbound communications using the Send Email command (for the native Siebel email client) or Send Fax commands.

When configuring mobile devices associated with the user, to support wireless messaging. Profiles are associated with device addresses for each mobile device for the user.

Specialized end users would specify profiles in the following contexts:

When defining communications templates for use with outbound communication requests.

When defining email/fax offers for Siebel Marketing.

When defining contact lists for vendor campaign execution for Siebel Marketing.

In any of these contexts, an end user can see only the profiles that meet one of the following conditions:

The profile has one of the user's responsibilities associated with it.

The profile is created by the user.

If this capability is provided to them, end users can create profiles for their own use, by using the My Profiles view in the Communications screen. User-defined profiles support particular features, such as the Send Email or Send Fax commands, for which the users can directly specify the profile to be used.