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Email Data Flow

The following scenario describes the data flow for an email work item.

  1. A customer sends an email to a service center.
  2. The Communications Inbound Manager is monitoring a specific email account on the email server.
  3. Once the email message is received in the monitored email account, the email driver picks up the email.
  4. Communications Inbound Manager executes an email workflow to process the email. One of the steps in the workflow is to package the data as a work item.
  5. Communications Inbound Manager then invokes the Siebel Universal Queuing business service in one of the workflow steps to send the email request to the Siebel Universal Queuing routing engine.
  6. The routing engine receives this email request and tries to find a matching routing rule based upon the data in the email work item.
  7. Once a routing rule is found, the routing engine looks at the first escalation step to determine the required skill for an agent.
  8. Once an agent is found, the routing engine sends the email data, together with the agent ID, as a request to the EAI Object Manager.
  9. The EAI Object Manager receives the request and then invokes the Siebel Universal Queuing business service to process the request.
  10. The Siebel Universal Queuing business service sends this request back to the Communications Session Manager.
  11. Communications Session Manager processes the email by blinking the Accept Work Item button so that the agent can answer the email request.
  12. When the email request is answered, the email message will be retrieved from Siebel database and displayed to the agent.


 Siebel Universal Queuing Administration Guide
 Published: 18 April 2003