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Siebel eService Administration Guide > Administering Siebel eService > Setting Up Contact Us >

Setting Up Email, Fax, Mail, and Phone Accounts for Siebel eService

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Administer email, Mail, and Fax in the Contact Us view, so your customers can contact you through these channels.

Make sure you have enabled the server component group CommMgmt, which will be started together with the Siebel Server process, to process inbound emails. You can verify a successful email submission by opening Siebel Call Center and checking the logged event for this action from the Server Request Screen. For more information, see Siebel Communications Server Administration Guide.

You can create multiple email subjects to be displayed for a particular email account by repeating the following steps.

To set up email, fax, mail, and phone accounts

From the application-level menu, choose View > Site Map > Application Administration > Contact Us.

The Email, Fax and Mail Accounts list appears.

In the Email, Fax and Mail Accounts list, click New.
In the Address field, type the account address.
From the Account Type drop-down list, select Contact Us.
In the Address field, click the select button.

The Account Addresses dialog box displays.

NOTE:  Only the primary address will be displayed. If additional addresses need to be displayed, you must create additional Contact Us accounts. Each address must have its own primary address.

To use an existing address, select an address in the Account Addresses dialog box and click Close.
To use a new address, click New, enter address information in the fields, and then click OK.

NOTE:  If an email address is entered in the Email field, the name of the Account displays as one of the drop-down To recipient fields in the Contact Us Email View.

Select that address and click Close.
Click the Email Subjects view tab and click New to create a new email subject value.
Complete the necessary fields.

For the Subject field, enter a value you want to display in the Subject drop-down list in the Contact Us Email view.

Notes on Setting Up Email, Fax, Mail, and Phone Accounts

If you want to create email accounts only, leave the address field blank.
If you do not enter a street address field value for a Contact Us email, fax, and mail account, that account will not show up in the Mail or Fax list.
If you do not enter an email address field value for a Contact Us account, the corresponding account will not show up as one of the To email drop-down list entries.
Make sure that you enter at least one Subject field value for each email account you create.

Activating the Email Password Button

The Email Password button allows eService users to change their email passwords.

This button uses the workflow Contact Password Reset. You must activate this workflow for this button to work. For more information about workflows, see Siebel Business Process Designer Administration Guide.

NOTE:  In addition to activating the workflow, you must enable your Communications Management Component Group and create the email profile that will be used to send the email, as described previously.

To activate the workflow for the Email Password button

From the application level menu, choose, View > Site Map > Business Process Administration > Workflow Processes.
Use a query to find the workflow named Contact Password Reset.
If the status of this workflow is Inactive, do the following:
Click Revise.
When the revise operation is done, click Save.
In the Workflows list, make sure that a new copy of the process exists with the status In Progress.
Select this new copy of the process, and click Activate to activate the workflow.
Restart the server.

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