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Tagging Inbound Email Messages as Faxes

This task is a step in Process of Troubleshooting Siebel Email Response.

In some cases, you might want to mark inbound email messages as faxes received using the Communications List. However, you must make several changes in Siebel Tools so that these faxes appear in the refreshed Communications List. To make sure that inbound faxes are accepted and appear in the Communications List, complete the following procedures:

• Changing the Allowed Activity Type
• Adding a Conditional Step to the Create Activity Workflow

If you do not make these changes, when you query for items in the Communications List with an activity type of Fax - Inbound, an error message appears, and you cannot view inbound faxes.

Changing the Allowed Activity Type

To display inbound faxes in the Communications List, you must change the Allowed Activity Type user property of the Comm Inbound Item List applet to include Fax - Inbound activities.

To change the Allowed Activity Type for the Comm Inbound Item List Applet

1. In the Siebel Tools Object Explorer, select the Applet object.
2. In the List Editor, query for the Comm Inbound Item List applet.
3. Select the Comm Inbound Item List applet, and check out the project.
4. Click Applet User Property link in the Object Explorer, and in the List Editor, select the Allowed Activity Types user property.
5. In the Value field, change the existing values to include Fax - Inbound.

After completing this procedure, complete the steps in Adding a Conditional Step to the Create Activity Workflow.

Adding a Conditional Step to the Create Activity Workflow

After you provide for Fax - Inbound activity type display in the Communications List, you must add a conditional step to the eMail Response - Create Activity workflow. This step determines if an inbound item is an email message or fax depending on the item's receiving address, and tags the inbound item accordingly.

To add a conditional step to the eMail Response - Create Activity Workflow

1. In the Siebel Tools Object Explorer, select the Workflow object.
2. In the List Editor, query for the eMail Response - Create Activity workflow.
3. Select the eMail Response - Create Activity workflow, and check out the project.
4. Right click the eMail Response - Create Activity workflow, and select Edit Workflow Process.
5. Add a conditional step before the Create Activity step that:
   1. Determines if the inbound item is a fax or an email depending on the item's Receiving Email Address.
   2. Tags the inbound item as Email - Inbound or Fax - Inbound.
6. Check in all open projects, and compile a new SRF.

For more information about the eMail Response - Create Activity workflow process, see Create Activity (Workflow Subprocess).