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eMail Response Internally Generated Attachment Processing

The following sections describe how Siebel eMail Response generates attachments when inbound mail comes in and when outbound mail goes out.

Attachments Created When Inbound Email Is Received

Siebel eMail Response generates internal attachments upon receipt of plain text or HTML emails. These internally generated attachments appear in addition to any external attachments associated with the email by the email sender. Table 11 describes the attachments created. When a plain text email is received into eMail Response, one internally generated attachment is created called Original Message.txt. This contains the MIME format of the message as received by the SMTP/POP3 driver. When an HTML email is received in eMail Response, two internal attachments are generated: the Original Message.txt and texthtml.htm, which contains the email in HTML formatting. This attachment is essentially the same as the incoming email message seen in the Incoming Message form or the Outgoing Message form (when user preferences are set as follows: Default Message Format = HTML, Original Message is Included in Reply = TRUE). No internally generated attachment is sent with a Reply, Reply to All, or Forward message.

Table 11. Incoming Email Attachments
Incoming Email Format
Attachments Created
HTML
texthtml.htm
Original Message.txt
Plain Text
Original Message.txt

Attachments Created When Outbound Email Is Sent

When sending outbound emails, internally generated attachments are created for those outbound emails whose message size is greater than 16KB (~15000 characters). These internally generated attachments are called SiebelLongEmailBody and are stored with the email activity record in the Siebel application but are not sent with the outbound message. Table 12 describes what kind of attachments are created. Whether or not the email is greater than or less than 16KB, the outgoing message will contain the entire email in the body of the message without any internally generated attachments. This attachment is created so that any message of greater than 16KB can be stored in the Siebel file system because there is a database limitation of 15000 characters for any email. Additionally, this attachment allows the entire text of the email to be visible in the Outgoing Message form and sent to the email recipient in the body of a single email message.

Table 12. Outgoing Email Attachments
Default Message Format
Attachments Created for Email greater than 16KB
HTML
SiebelLongEmailBody.htm
Plain Text
SiebelLongEmailbody.txt

NOTE:  Default Message Format is set in the Outbound Communications view of the User Preferences screen. For more information about setting user preferences, see Siebel Call Center User Guide.


 Siebel eMail Response Administration Guide 
 Published: 21 April 2003