Bookshelf v7.5: Preference Settings in the Outbound Communications Tab

Siebel Communications Server Administration Guide > Communications Operations for End Users > Setting Communications User Preferences >

Preference Settings in the Outbound Communications Tab

This section describes in detail the preferences in the Outbound Communications tab in the User Preferences screen. The preference settings are grouped by category. Each preference applies only to certain communications features.

Send Email Settings (Also for Some Other Send Commands)

The following are the outbound communications preferences in the Send Email category. These preferences apply to using some or all of the Send commands: Send Email, Send Fax, Send Wireless Message, or Send Page. Also refer to the settings under the Advanced Features category.

Upon Sending Messages Generate. Specifies activity generation for messages sent using the Send Email, Send Fax, Send Wireless Message, and Send Page commands. Options are:

Public activities. Sets the Internal flag to FALSE for activity records generated by sending outbound messages. The Internal flag is used to restrict visibility of activity records.

Private activities. Sets the Internal flag to TRUE for activity records generated by sending outbound messages.

No activities. Specifies that no activity records should be generated by sending outbound messages.

For more information, see Using Activity Records for Send Commands.

Default Profile. Specifies the default communications profile for a user to use, for the Send Email and Send Fax commands.

The default profile information is copied to the From field in the Send Email and Send Fax windows. Alternatively, agents can specify the profile directly.

The profile provides access to the communications driver (typically, the Internet SMTP/POP3 Server driver) that serves as the interface from the Siebel software to the email/fax server. For the Send Email and Send Fax commands, the profile handles outbound communications using the SMTP protocol.

Which profiles are available to choose from depends on the visibility applicable to the user. A profile is visible in the following cases:

The user created the profile for personal use, using the My Profiles view in the Communications screen.

The user's responsibility is one of the responsibilities associated with the profile.

Profiles applicable to the wireless messages are associated with the recipient's mobile device from the Mobile screen. For more information, see Specifying Mobile Device Settings.

Default Recipient Class. Specifies the default choice for where recipient email or fax address information will be populated, for the Send Email and Send Fax commands. Choices are To, Cc, and Bcc.

For example, an individual user might generally want to populate recipients to the To field. However, depending on the user's typical activities or workflow and on your company's business needs, it may be more appropriate to populate recipients to the Cc or Bcc field instead of the To field.

Default Message Format. Specifies whether email or fax messages composed in the Send Email or Send Fax windows can be formatted and sent using HTML, or are plain text only.

Choose the option HTML to enable HTML editing controls for Send Email and Send Fax, or specify Plain Text to edit and send messages as plain text only.

When the default message format is HTML, formatting is preserved for email and fax messages you send. Email messages are sent as HTML messages. Fax messages are, of course, sent as facsimiles.

This preference also specifies which templates are displayed in the Body drop-down list in the Send Email and Send Fax windows, based on the setting of the HTML Template check box for each applicable template. HTML templates are listed when the default message format is HTML, and plain-text templates are listed when the default message format is plain text.

For more information, see:

Using the Send Email Command

Using the Send Fax Command

Editing and Formatting Controls for Send Email and Send Fax

Configuring Communications Templates

Email Client. Specifies whether to use a supported third-party email client application for the Send Email command. If a third-party option is not specified, then the user can use the native Siebel email client.

Lotus Notes. Specify that you will use Lotus Notes for the Send Email command.

Microsoft Outlook. Specify that you will use Microsoft Outlook for the Send Email command.

Siebel eMail Client. Do not use a third-party email client. Use the email client option provided by Siebel Systems. This option is sometimes referred to as the "native Siebel email client."

Each option requires the administrator to perform additional configuration and integration steps. Administrators: for more information, see Interfacing with Email and Fax Servers.

NOTE: The Send Fax command does not support using Lotus Notes or Microsoft Outlook.

Siebel/Outlook Form. If Microsoft Outlook is specified for the Email Client setting, then specify the Outlook form you will use. The name of the form provided by Siebel Systems is IPM.Note.Siebel. The name specified here must match the name of the form the administrator has installed and specified.

Siebel/Lotus Form. If Lotus Notes is specified for the Email Client setting, then specify the Notes form you will use. The name of the form provided by Siebel Systems is Siebel Memo. The name specified here must match the name of the form the administrator has installed and specified.

Email Response Settings

The following are the outbound communications preferences in the Email Response category. These preferences apply only to using Siebel eMail Response. Also refer to the settings under the Advanced Features category.

For more information about these preference settings and about composing email replies, refer to Siebel eMail Response Administration Guide and Siebel Call Center User Guide.

Default Greeting Template. Specifies a communications template (for the email channel) to use as a greeting for an email reply sent using Siebel eMail Response. The template content is inserted automatically into the message.

Default Closing Template. Specifies a communications template (for the email channel) to use as a closing for an email reply sent using Siebel eMail Response. The template content is inserted automatically into the message.

Default Message Format. Specifies whether email replies to inbound messages can be formatted and sent using HTML, or are plain text only.

Choose the option HTML to enable HTML editing controls in the Outbound Message form, or specify Plain Text to edit and send messages as plain text only.

When the default message format is HTML, formatting is preserved for email messages you send, and messages are sent as HTML messages.

This preference also specifies which templates are displayed in the Body drop-down list in the Outbound Message form, based on the setting of the HTML Template check box for each applicable template. HTML templates are listed when the default message format is HTML, and plain-text templates are listed when the default message format is plain text.

For more information, see Configuring Communications Templates.

Include Original Message in Reply. Specifies if the content of the original inbound message to which an agent is replying is included in the reply.

Remain on Same View After Send (Cancel). Specifies that, after clicking Send or Cancel in the Outbound Message form, the agent prefers to stay in this view, rather than to return to a display of the Communications list. If the agent clicked Send, the next record is displayed from the current list of communications.

Advanced Features Settings

The following are the outbound communications preferences in the Advanced Features category. These settings affect both the Send Email command and email replies you compose using Siebel eMail Response.

For more information, see Using the Send Email Command and Configuring Communications Templates.

For more information about composing email replies, refer to Siebel eMail Response Administration Guide and Siebel Call Center User Guide.

Language. Specifies the language that determines which templates may be displayed in the Body drop-down list for each of the Send commands or for the Outbound Message form for email replies.

Templates are displayed only if the language specified here matches that specified for the template. Template filtering is based on both language and locale, and on other factors. For details, see Template Visibility and Access.

If this field is blank, then template filtering as described above refers to the language in effect for the Application Object Manager.

This setting can be overridden at runtime in the window for the Send command or in the Outbound Message form, in order to display other templates.

Locale. Specifies the locale that determines which templates may be displayed in the Body drop-down list for each of the Send commands or for the Outbound Message form for email replies.

Templates are displayed only if the locale specified here matches that specified for the template. Template filtering is based on both language and locale, and on other factors. For details, see Template Visibility and Access.

If this field is blank, then template filtering as described above refers to the locale in effect for the Application Object Manager.

This setting can be overridden at runtime in the window for the Send command or in the Outbound Message form, in order to display other templates.

Siebel Communications Server Administration Guide
Published: 23 June 2003