Siebel Email Administration Guide

What's New in This Release

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Overview of Siebel Email Response

About Inbound and Outbound Communications

Fundamentals of Using Siebel Email Response

Features for Siebel Email Response

Server Components for Siebel Email Response

Timestamp Fields

Cryptographic Protocols and Communications Drivers

Structured and Unstructured Email Processing

Service-Level Agreements

Siebel Workflow and Routing and Queueing Methods

Spell Check

Multiple Organizations and Siebel Email Response

Contact Identification by Email Address

Smart Character Set

Methods for Deploying Siebel Email Response

Implementation Team

Siebel Email Response in a Global Environment

Siebel Email Response and Siebel Business Applications

Architecture for Siebel Email Response

Workflows for Siebel Email Response

Processing Incoming Email

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Planning Deployment of Siebel Email Response

About Deployment Planning for Siebel Email Response

Business Analysis for Deployment of Siebel Email Response

Setup Information for Siebel Email Response

Requirements for Setting Up Siebel Email Response

About Implementing Routing and Queueing Processes

Comparison of Routing and Queueing Methods

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Global Deployment of Siebel Email Response

Smart Character Set for Siebel Email Response

Enabling Smart Character Set

About Global Deployments for Siebel Email Response

Planning Global Deployments for Siebel Email Response

Setting Up Global Deployments for Siebel Email Response

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Configuring Communications Drivers and Profiles for Email

About Setting Up Parameters for Communications Drivers

Communications Drivers Provided with Siebel Business Applications

Email Servers That Oracle Validates

About Profiles for Communications Drivers

Contexts of Use for Communications Driver Profiles

Process of Setting Up Communications Driver Profiles

Creating Communications Driver Profiles

Assigning Parameter Overrides to Communications Driver Profiles

Enabling Cryptographic Protocols for Communications Drivers

Submitting Changes for Communications Driver Profiles

Process of Setting Up Response Groups

Creating Response Groups

Adding Input Arguments to Response Groups

Associating Profiles with Response Groups

Submitting Changes for Response Groups

Starting Response Groups

How Communications Drivers Process Email Messages

Email Directories and Driver Parameters

Output Parameter Values for Communications Drivers

Overview of the Processing Flow of Inbound Email Messages

Attachments Created When Inbound Email Is Received

Attachments Created When Outbound Email Is Sent

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Configuring User Interface Elements

Configuring Recipient Groups for Requests and Advanced Templates

About Recipient Groups

Predefined Recipient Groups

Configuring Substitution Fields for Recipient Groups

Configuring Additional Recipient Groups and Recipient Sources Applets

Configuring Recipients for Send Commands

Configuring Nonjoined Generic Recipients

Configuring Joined Generic Recipients

Configuring Default Templates for Send Email Command

Configuring the Retry Interval for Outbound Email

Configuring Invalid Characters or Symbols in Email Attachment Names

Process of Authenticating Sender Email Addresses

Authenticating Sender Email Addresses Using Employee Email Addresses

Authenticating Sender Email Addresses Using Alternate Email Addresses

Recapturing the Account ID

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Configuring Communications Templates

About Communications Templates

Content and Formatting for Templates

Substitution Fields in Templates

Visibility and Access for Templates

About Catalogs and Categories for Siebel Email Response

About Solutions

Solutions and Templates Decision Table

Creating Simple Templates

Creating Advanced Templates

Editing and Formatting Controls for Text in Templates

Specifying Template Items for Advanced Templates

Modifying Files for Template Items

Copying or Deleting Templates and Template Items

Using Substitution Fields in Templates for Siebel Email Response

Creating a Catalog and Categories

Setting Up a Catalog for Siebel Email Response

Setting Up Categories for Siebel Email Response

Using Access Groups to Filter Objects

Process of Setting Up HTML Wrapper Templates

Creating Wrapper Templates

Creating Advanced Templates for Wrapper Templates

Modifying the eMail Response - Client Send Email Workflow

Fields for Templates

Fields for the Templates List

Fields for the Simple Form

Fields for the Advanced Form

Fields for Template Items

Fields for the Template Items List

Fields for the Template Item Form

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Administering Siebel Communications Server for Siebel Email Response

Siebel Server Requirements for Siebel Communications Server

Server Components for Siebel Communications Server

Synchronizing Batch-Mode Server Components

About Setting Up Siebel Communications Server for Siebel Email Response

About Setting Up Siebel Communications Server for Real-Time Email Processing

About Setting Up Siebel Communications Server for Nonreal-Time Email Processing

About Starting Server Components

Task Failures at the Email Process Level

Main Tasks and Subtasks

Administering Communications Inbound Receiver

Event Processing for Real-Time and Nonreal-Time Processing

Running Communications Inbound Receiver

Configuring Parameters for Communications Inbound Receiver

Activity Attachments Stored for Incoming Messages

Events and Communications Inbound Receiver

Event States

State Transitions

Event Processing

Errors Encountered While Processing Events

Logged Event Types and Subtypes

Administering Communications Inbound Processor

Running Communications Inbound Processor

Administering Communications Outbound Manager

Running Communications Outbound Manager

Configuring Communications Outbound Manager

Specifying Siebel Server for Communications Outbound Manager

Specifying Component Name for Outbound Communication Requests

Outbound Communications for Siebel Mobile Web Client

Starting Server Components

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Defining Outbound Communication Requests

About Outbound Communication Requests

Prerequisite Information for Recipient Addressing

Siebel Views for Working with Outbound Communication Requests

Creating and Submitting Outbound Communication Requests

Creating Outbound Communication Requests

Submitting Outbound Communication Requests

Configuring Subrequests

Deleting Outbound Communication Requests

Fields for Outbound Communication Requests

Restarting an Aborted Communications Outbound Manager Component

Monitoring Outbound Communication Requests

Status Settings for Outbound Communication Requests

Monitoring Outbound Communication Requests as Server Requests

Status Settings for Server Requests

Viewing Activity Records for Outbound Communication Requests

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Managing Workflows for Siebel Email Response

About Processing Email with Siebel Workflow

About Process Properties for Siebel Email Response

About Modifying Process Properties for Siebel Email Response

Preconfigured Workflow Processes for Siebel Email Response

eMail Response - Process Message Workflow

eMail Response - Parse Junk Mail Workflow

Parse Message Step

eMail Response - Create Activity Workflow

eMail Response - Send Acknowledgement Workflow

Route Message Subprocess

eMail Response - Process Service Request Workflow

Lookup Sender Step

Update Subprocess

Status Subprocess

Submit Subprocess

Query Subprocess

Help Subprocess

eMail Response - Response Workflow

eMail Response - Client Send Email Workflow

Managing Workflow Processes and Subprocesses

Setting the Log Levels for Workflow Steps

Revising Workflow Processes

Testing Workflow Processes

Activating Workflow Processes

Determining Workflow Subprocesses

Running the Process Simulator

Process of Modifying Workflow Processes

Setting Up Junk Mail Processing for Certain Messages

Parsing Message Text for the Campaign ID

Parsing Message Subjects for the Campaign ID

Parsing for Fields in Incoming Email

Adding Query Fields to the Search Spec Workflow

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Managing Email, Fax, and Other Communications Products

Managing Integrations with Email and Fax Servers

Integrating with Email Server Products

Using HTML Email

Integrating with Fax Products

Configuring Fax Integration Elements in Siebel Tools

Settings for Internet SMTP/IMAP Server Driver

Settings for Internet SMTP/POP3 Server Driver

Parameters for Internet SMTP/IMAP Server Driver and Internet SMTP/POP3 Server Driver

Configuring Client-Side Integration for Send Email Command

Process of Configuring Third-Party Email Integrations

Creating and Configuring the Attachments Directory

About Installing Siebel Email Form

Installing Siebel Email Form for Lotus Notes

Installing Siebel Email Form for Microsoft Outlook

Overview of Completing Configuration for Email Client

Completing Configuration for Lotus Notes

Completing Configuration for Microsoft Outlook

Parameters for Email Client

Modem-Based TAP Paging Driver

Settings for Modem-Based TAP Paging Driver

Parameters for Modem-Based TAP Paging Driver

FTP Driver

Settings for FTP Driver

Parameters for FTP Driver

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Using Communications Operations

About Email Messages for Siebel Email Response

About Status Field Changes for Email Messages

Process of Managing Email Messages for Siebel Email Response

Replying to Incoming Messages

Resending Outgoing Messages

Resending Outgoing Messages That Have Failed Because of Incorrect Email Addresses

Using Templates in Outgoing Messages

Saving Drafts of Outgoing Messages

Retrieving Drafts of Outgoing Messages

Saving Messages as Templates

Specifying Preferences for Outbound Communications

Preference Settings for Outbound Communications

Creating Communications Profiles for Personal Use

Using Send Commands to Send Messages

About Send Commands

Sending Email Messages Using Native Siebel Email Client

Sending Email Messages Using Lotus Notes or Microsoft Outlook

Sending Email Messages Using an External Email Client in Siebel Open UI

Sending Faxes

Editing and Formatting Controls for Send Email and Send Fax Commands

Sending Wireless Messages

Sending Pages

Creating Activities for Send Commands

Activity Types for Send Commands

Contact Matching for Activity Records

Specifying Settings for Mobile Devices

Configuring Mobile Devices

Configuring Message Delivery

Configuring Mobile Alerts

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Using Wireless Messaging

About Wireless Messaging

Configuring Wireless Messaging

Connecting Directly to Wireless Network Operators

Configuring Siebel Server Components for Wireless Messaging

Configuring Communications Drivers and Profiles for Wireless Messaging

Administering Mobile Devices

Specifying Information for Mobile Devices

Settings for Mobile Devices

Settings for Device Addresses

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Troubleshooting Siebel Email Response

About Troubleshooting Siebel Email Response

Troubleshooting Siebel Email Response Issues

About Investigating and Reporting Processing Abnormalities

Process of Troubleshooting Siebel Email Response

Resolving Issues for Nonreal-Time Processing

Resubmitting Failed Email

Synchronizing Batch Components

Diagnosing Errors for Communications Inbound Receiver

Finding Last Encountered Error in Communications Inbound Receiver

Resolving Issues for Response Groups

Tagging Inbound Email Messages as Faxes

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Business Service Methods for Siebel Email Response

Siebel Email Response and Business Services

Inbound Email Manager Business Service

Input Arguments for Methods of Inbound Email Manager

Inbound Email Database Operations Business Service

Input Arguments for Methods of Inbound Email Database Operations

Outbound Communications Manager Business Service

Arguments for Methods of Outbound Communications Manager

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