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Global Deployment Setup for Siebel Email Response

Customers can deploy Siebel Email Response in a single environment using different languages if the languages are in the same code page. Agents that use templates for daily replies to inbound messages can filter templates based on the language and locale setting in user preferences.

Prerequisite Setup Tasks for Global Deployment

If your organization plans to support multiple languages, you must install the language packs for each of the supported languages. The language pack installs the Siebel Email Response templates in a specific language. For information about language pack installation, see the Siebel Installation Guide for the operating system you are using.

If you plan to use Siebel Assignment Manager to assign activities based on language, you need to enable the Assignment Management Group. For additional information, see Siebel Assignment Manager Administration Guide.

Language Packs and Communications Templates

When you install Database Language packs, the communications templates (containing the correct values for language and locale) associated with Siebel Email Response are installed. You can create additional templates to meet your business requirements. For more information, see Templates for Global Deployment.

Email Accounts for Supported Languages

Set up an email account for each language that you plan to support.

In your email server, create one response group for each language. Each of these response groups handles messages in different languages. If your installation supports French and German messages, then set up two response groups (for example, fra_support@yourcompany.com and deu_support@yourcompany.com). For French messages, users must send their messages to fra_support@yourcompany.com. For German messages, users must send their messages to deu_support@yourcompany.com.

Response Groups for Global Deployment

To be able to reply to email messages in more than one language, you need to create a response group for each language and associate a profile with the response group. For example, if you plan to receive French messages, create a response group named FRA Response Group and associate the profile fra_support@yourcompany.com with the response group.

Each response group monitors a particular language response group. Create one response group for each language. For example, the Communications Inbound Receiver for French monitors the profiles that are associated with FRA Response Group.

For each response group, you need to pass the MsgDefaultLanguageCode input argument, which contains the default language of the email message, to the following workflows:

• eMail Response - Process Message
• eMail Response - Process Service Request

MsgDefaultLanguageCode is an argument in the workflow process. It specifies the language that the workflow process uses to set the language of a created activity record. For example, when a user sends an email to fra_support@yourcompany.com, an activity record is created with a language of FRA. Based on the activity language, Assignment Manager can assign the activity to the agent who handles French email. For a list of input parameters to configure for response groups, see Adding Input Arguments to a Response Group.

For information about how to create profiles, see Setting Up Communications Driver Profiles. For information about how to create response groups, see Setting Up a Response Group. For more information about creating profiles and response groups, see Siebel Communications Server Administration Guide.

Templates for Global Deployment

When creating templates for a global deployment, follow the convention of naming the templates in English and including the language and locale to help maintain consistency. Oracle uses this naming convention for translating the standard templates the Siebel Email Response uses into the languages that Oracle supports. It is recommended that you follow the same naming convention.

Additionally, if you create templates, you must add logic to the workflow so that the workflow process can invoke the templates and so that Siebel Workflow is able to detect the language of the templates.

For information about creating templates, see Creating Email Templates and Siebel Communications Server Administration Guide.

Language Support for Global Deployment

Consider the following guidelines in a Siebel Email Response global deployment:

• Internet Email Addresses (delivery addresses) must contain ASCII characters. They cannot contain any non-ASCII characters.

  Extended Internet Email Addresses can contain a display name in addition to a delivery address. The display name can contain non-ASCII characters if these characters are encoded according to MIME standards to enable them to be transformed into ASCII characters. If these non-ASCII characters in the display name can be transformed into ASCII characters, then the message can be transmitted.

• One response group can handle only one language. If you support multiple languages, you need to set up a response group for each language.
• Siebel Email Response does not perform language detection. If an email message is sent to the wrong response group, the language of the activity record is the default language that you specify in the input argument of the response group. For information about supported languages, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.
• Messages that are in languages that are not in the Windows code page 1252 or code page 8859-1 appear as characters that cannot be displayed.

  When you work with a monolingual or multilingual deployment or a non-Unicode database deployment, you might receive messages in languages that the environment does not support.

  Because the subject and body cannot be converted, they appear as characters that cannot be displayed. Siebel Email Response does not process this email or create activities, and sends the email as an attachment in email format to the administrator for review (if you set up the administrator email profile).

• The Communications Inbound Receiver and the Communications Inbound Processor allow for use of most widely-used character sets including 1252 / Latin-1, Shift-JIS, ISO-2022-JP (mail JIS), EUC-JP, and UTF-8.
• When Siebel Email Response replies to email messages, the prefix strings are in English and not in the various supported languages.

  For more information about supported languages, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.