This chapter covers the following topics:
To Start the Download Processor From Oracle Applications Manager::
Log into Oracle Applications Manager.
Select Navigate to Application Services, and click Go.
Select and click the Email Center Download Processor link.
Select Email Center Download Processor - Normal Mode, select Start and click Go.
To Stop the Download Processor:
Login to Oracle Applications manager.
Select Navigate to Applications Services, and click Go.
Select and click the Email Center Download Processor link.
Select Email Center Download Processor - Normal Mode, select Stop and click Go.
To Edit Download Processor Parameters:
Login to Oracle Applications Manager.
Select Navigate to Applications Services, and click Go.
Select and click the Email Center Download Processor link.
Select Email Center Download Processor - Normal Mode, select Edit.
Click Edit Service Parameters.
With the introduction of the Local Message Store in Release R12, IMAP calls are no longer required, since the original inbound messages, as well as the Email Center-generated outbound messages, are stored locally in the Oracle eBS database rather than an Oracle Email Server IMAP message store. In this situation the Outbox Processor benefits of faster processing time are no longer realized, so agent actioned messages are now processed in realtime.
The Outbox Processor is still necessary to handle the auto-processing actions, such as auto-acknowledgements and auto-replys, that can occur during inbound email processing.
In Release R12 the step of editing the Applications Context file is still required, however, now this can be done via the Oracle Application Manager.
Steps:
Stop all middle tier services.
Login to Oracle Application Manager.
Click the Site Map tab.
Under System Administration, select the AutoConfig link.
In the Context Files section, click the Edit Parameters image for the Applications Tier context file.
From the drop-down menu in the Search area at the top of the page, select OA_VAR.
Type s_load_emailcenter_servlet in the edit field and click Go.
Set the Start Email Center Outbox Processor context file parameter to 1.
Click Save.
Run AutoConfig to regenerate the system files.
Restart the Application Server.
To verify if the outbox processor is running correctly:
Check the InitializationServlet present in orion-web.xml ($INST_TOP/ora/10.1.3/j2ee/oacore/application-deployment/oacore/html).
Access the following URL: http://<hostname>:<port number>/OA_HTML/iem_op_init. It should return a blank page.
Login using the Email Center Administrator responsibility.
Navigate to Administration > Monitoring > Outbox Processor.
Click the Status function link.
On the Outbox Processor page, if the outbox processor is running, you will see values in the table - complete with start times.
The concurrent processor runs events in the database.
The following Email Center concurrent programs will be available for submission:
Rebuild Help Search Index - This program is owned by AOL and is used for rebuilding index for MES document repository.
Email Center Download Processor Notifications - This program starts Email Center DP notification workflow.
Process Email Center Purge Requests - Purges email messages from the system.
Start Email Processing - Start Email Processing controller which spawns separate worker processes.
Email Processing Worker - This is the child process spawned by the above controller.
Stop Email Processing - Stop all email processing worker.
Start Email Center Migration - This is the controller program which spawn separate migration worker process.
Email Center Migration Worker - Worker threads for migration, spawned by the controller program.
Stop Email Center Migration - This program stops all migration worker processes.
Use the following steps to start the applicable concurrent programs.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
None.
Steps
Click Monitoring > Concurrent Programs.
Click Submit New Request.
In the Program Name field, search for the name of the concurrent process you want to run.
You can use wildcards (%) to help broaden your search.
In the Select column, click the Select radio button, then click Select.
Click Next.
Specify the parameters for the selected concurrent program, and click Next.
The parameters will vary depending on the concurrent program you selected.
If applicable, specify the desired layout, and click Next.
Review the selected concurrent program and if all of the parameters meet with your approval. If you want to change a parameter, click Back, make the change. Click Submit.
Click OK to return to the Monitoring > Concurrent Programs page.
Perform the steps in the following table to create a user account for administering Oracle Email Center. The Number column indicates the step order. The Required column indicates whether a step is required. The Description column describes a high-level step and, where applicable, provides a reference to a more detailed topic in this document. The Responsibility column indicates the Oracle Applications user account responsibility required to complete the step.
| Number | Required? | Description | Responsibility |
|---|---|---|---|
| Step 1 | To submit concurrent programs To use MES |
Create an employee. If Oracle Human Resource Management Systems is installed, see the Creating an Employee topic. If Oracle Human Resource Management Systems is not installed, see the Creating an Employee in Resource Manager topic. |
HRMS Manager for Oracle Human Resource Management Systems OR CRM Resource Manager for Resource Manager |
| Step 2 | Required | Create an Oracle Applications user account and assign responsibilities. See the Creating a User Account for Email Center Administration topic. |
System Administration |
| Step 3 | Required | Assign the JTF_FM_ADMIN role to the user account. See the Assigning the JTF_FM_ADMIN Role to a User Account topic. |
CRM HTML Administration |
| Step 4 | To use MES | Create a resource for the employee. See the Creating a Resource for an Employee topic. |
CRM Resource Manager |
Creating a User Account for Email Center Administration
Use the following procedure to create a user account for administering Oracle Email Center.
Login
Self-Service Login URL
Responsibility
System Administrator
Prerequisites
Review Oracle E-Business Suite Systems Administrator's Guide.
Steps
In the Navigator window, on the Functions tab, choose Security > User > Define.
The User window appears.
Use the following guidelines to define Oracle Applications usernames:
Use only one word.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
Use only the set of characters that your operating system supports for filenames.
In the User Name field, enter the name of the user.
The password is temporary. When the user signs on to Oracle Applications for the first time, the message “Your password has expired” appears and the user is prompted to set a new password.
Use the following guidelines to define Oracle Applications passwords:
Use at least five characters and no more than 100 characters.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9').
In the Password field, enter the password for the user account and then press Tab.
The cursor remains in the Password field.
Enter the password again to verify it.
If you want to use this account to submit concurrent programs for Oracle Email Center, then select an employee to associate with this user account from the Person field.
In the Responsibilities tab, add the following responsibilities:
| Responsibility | Function | Type |
|---|---|---|
| System Administrator | Create user accounts. | Self-Service |
| HRMS Manager, for example US HRMS Manager (if Oracle Human Resource Management System is installed) | Create an employee. | Self-Service |
| CRM Resource Manager | Create a resource. | Self-Service |
| Email Center Administrator | Administer an Email Center. | HTML |
Once the user record has been saved, you cannot delete an assigned responsibility. Oracle Applications maintains audit data for assigned responsibilities.
To deactivate an assigned responsibility, set the effective end date (in the Effective Dates - To field) of the assigned responsibility to the current date. To activate an assigned responsibility, clear or reset the effective end date.
From the File menu, choose Save.
You may close the Users window.
Assigning the JTF_FM_ADMIN Role to a User Account
The JTF_FM_ADMIN role provides access to the Query tab in the Oracle Email Center administration console. Use the following procedure to assign the JTF_FM_ADMIN role to a user account.
Login
HTML Login URL
Responsibility
CRM HTML Administration
Prerequisites
The CRM HTML Administration user must have the JTF_SYSTEM_ADMIN_ROLE to access user maintenance functions.
The CRM HTML Administration user must have the JTF_FM_ADMIN role to assign the role to another user.
Steps
Click the Users tab.
Click the Registration subtab.
Click the User Maintenance side panel link.
The Users page appears.
In the Enter Search Criteria fields, select Username, enter the user name, and then click Go.
The matching usernames appear.
Click the username hyperlink.
The User Details page appears.
Click Roles.
The User-Role Mapping page appears.
Move JTF_FM_ADMIN from the Available Roles list to the Assigned Roles list.
Click Update.
The User-Role Mapping page refreshes.
All interactions must be associated with a valid customer. Oracle Email Center will try to identify a customer record automatically by matching the email address of the incoming email to the ones stored in the customer schema. However if the email address match fails, then the agent is provided with the ability to search and select a valid customer record and associate the same with the email while responding to it. If the agent cannot find the matching customer and does not wish to create a new one, then the current interaction will be recorded against the "default customer" you select. You must create a customer record for this purpose and select it while setting Email Center site level profile options. Since Email Center does not provide the ability to create new customer records, you must create a customer using any other business application. All Oracle Applications including Oracle Email Center use the same Trading Community Architecture (TCA) customer model and hence a customer record created via any business application can be viewed and selected in Oracle Email Center as well. For information on creating a customer, refer to the documentation for the applicable Oracle business application. For information pertaining to setting the Email Center site level profile option, refer to the Setting Profile Options section below.
The Oracle Customer Interaction History schema requires a customer ID and a resource ID to create an interaction. Hence, like "default customer" Email Center also needs a "default resource" for recording interactions for all automated processing actions, such as Auto-Delete and Auto-Reply, performed by Oracle Email Center's email processing engine. All auto-processing interactions that do not involve an agent will use the resource number of the default resource you create here.
For more information on creating resources, see the Creating a Resource for an Employee topic.
There are three types of profile options that must be set for Email Center. The first two types consist of site profile options which are configured using the Oracle Email Center Administration console, and system profile options which are configured using Oracle Forms. The third type of profile options consist of profiles that Oracle Email Center utilizes for various processes. You should not alter the third type of profile options unless specifically instructed to do so by Oracle Development.
The following topics provide more information and steps for configuring profile options:
Setting Email Center Site Profiles
Prior to configuring your Email Center, you must set the profile options for suggested response Knowledge Base search, email template Knowledge Base category, default customer, cache update frequency, sender name for outbound email and the default resource number.
Setting site options enables the configuration process to appropriately set Email Center system values related to the options set.
Use the steps below to set Email Center Site Profile options:
Login
HTML Login URL
Responsibility
Email Center Administrator
Steps
Click the Profile hyperlink.
From the side panel, click the Email Center hyperlink.
The Email Center Site Profile Options page appears.
Set the following profile options:
Default Spell Checking Dictionary - This profile option specifies the language used when spell checking your email messages. From the list, select the dictionary for the appropriate language you want to use for spell checking.
Spell Check Messages Before Sending - This profile option lets you determine whether Oracle Email Center will automatically start the spell checking process prior to sending your message. Select Yes, to have the spell checker automatically begin. If you select No, you can still manually check the spelling in your email messages.
Default Customer Number - As explained above, a valid customer record is required for recording interactions. Email interactions for which either a customer could not be identified automatically or selected manually by an agent will be recorded against this "Default Customer". To select a previously created customer record as the default, perform the following steps:
Click the flashlight icon.
The "Email Center Default Customer Search" screen pops up.
Select the search criteria by checking the corresponding radio button(s).
Enter the search criteria.
Click Search.
The customer records that match the search criteria are displayed.
Check the radio button of the appropriate customer record.
Click Apply.
The search window closes automatically and the Default Customer Number profile option is populated.
Cache Update Frequency - This profile option determines the frequency with which the Email Center Agent Console cache is refreshed. You can enter any number between 5 and 60, the unit of measurement being minutes.
Default Resource Number - All interactions must also be associated with a valid resource. Since Email Center includes automated processing actions that do not involve an agent (resource), we need a resource number to record interactions for the same. Use the Resource Manager application (as explained in the "Creating Resources" section) to create or search for a resource that will be used by default. Make a note of the resource number and enter it in the "Default Resource Number" profile option.
Default Service Request Status Template - When you select a template in this profile option, upon creating a Service Request, the title of the template is displayed as a hyperlink in the Service Request container with "Insert" and "Attach" options underneath it. This enables agents to insert a predefined SR status template with a single click rather than having to browse through the Knowledge Base repository for templates. In the Default SR Status Template field, search for and select the template you want to use as your default service request template.
Reply to All - This profile option provides the ability to reply to all recipients copied on the incoming email. If an incoming email contains multiple email addresses in the "To" and "Cc" fields, then each of those addresses are automatically applied (copied) to the outbound response as well. From the list, select Yes or No.
Include Incoming Attachments when Replying - If you set this profile option to Yes, then the original attachments will automatically be attached to the reply being composed and the titles of the attachments will be displayed in the "Attachments" section. From the list, select Yes or No.
Number of Intents With Pre-fetched Responses - This profile option sets the number of intents against which Email Center will match keywords to produce response documents. If an incoming email maps to more intents than specified by this profile option, the agent can view the additional response documents by clicking More, then clicking the appropriate intent names.
Expand Emails on Thread Page - This field determines whether emails appear in expanded or collapsed format on the Thread page. By default, this value is Yes.
Click Update.
Setting Email Center System Profiles
Email Center has some system profile options that required to be set for corresponding processing actions to be activated.
Profiles are grouped into categories based on their function.
The following table lists all of the Email Center system profiles and a brief description of each.
| Category | Profile Name | Description |
| Email Administration | IEM: Admin: Default Customer Party ID | Internal usage. Stores the party_id of the default customer. |
| Email Administration | IEM: Admin: Default Customer Party Number | Defines Customer number (party_number) for the default customer. Controlled from the Email Center Administration console Profiles page. |
| Email Administration | IEM: Admin: Include Attachments when Replying | If you set this profile option to Yes, then the original attachments will automatically be attached to the reply being composed and the titles of the attachments will be displayed in the "Attachments" section. Controlled from the Email Center Administration console Profiles page. |
| Email Administration | IEM: Admin: Default Resource Number | Defines the default resource number to be used when logging interactions for auto-processing. Controlled from the Email Center Administration console Profiles page. |
| Email Administration | IEM: Admin: Mid-tier Cache Update Frequency | Defines the frequency, in minutes, at which the mid-tier client cache is updated. Valid values are 5-60 minutes. Controlled from the Email Center Administration console Profiles page. |
| Email Administration | IEM: Expand Emails on Thread Page | Determines whether emails appear in expanded or collapsed format on the Thread page. By default, this value is Yes. |
| Email Administration | IEM: Admin: Reply To All | This profile option provides the ability to reply to all recipients copied on the incoming email. If an incoming email contains multiple email addresses in the "To" and "Cc" fields, then each of those addresses are automatically applied (copied) to the outbound response as well. Controlled from the Email Center Administration console Profiles page. |
| Email Administration | IEM: Application Base Version | Email Center version related information. |
| Email Processing | IEM: Processing: Rerun Auto-Processing Custom Procedure | Defines whether a custom procedure needs to be re-run when an email is being re-processed due to a re-route or re-direct. Default value is "Yes". Valid values are "Yes" and "No". |
| Email Processing | IEM: Processing: Number of Intents with Response Documents Pre-fetched | This profile option sets the number of intents for which Email Center will automatically retrieve matching documents at the time of email processing. If an incoming email maps to more intents than specified by this profile option, the matching documents for those additional intents will be retrieved in real time when explicitly requested by the agent. |
| Email Processing | IEM: PROCESSING: REPROCESS ALL TAGS | This profile allows Email Center to reprocess the same tag multiple times. By default the value is set to "yes". |
| Email Processing | IEM: Processing: Rerun Auto-Processing Custom Procedure | Defines whether a custom procedure needs to be rerun when an email is being reprocessed due to a reroute or redirect. Defaulted to "Yes" and valid values are "Yes" and "No". |
| Email Processing | IEM: Processing: Rerun Custom Workflow | This system profile defines whether a custom workflow needs to be rerun when an email is being re-processed due to a re-route or re-direct. Default value is "Yes". Valid values are "Yes" or "No". |
| Email Processing | IEM: Processing: Resource Id Used For Auto-Processing | Internal usage. Defines the resource ID to be used for logging interactions. This stores the resource ID for the resource number in IEM_DEFAULT_RESOURCE_NUMBER profile. |
| Integration | IEM: Integration: Auto Create Service Request Note Type | Provides a list of the valid service request notes types for that implementation. |
| Integration | IEM: Integration: Customer Match Not Found | Provides an option to indicate what should happen if no customer matches are found. |
| Integration | IEM: Integration: Default Template for Manual Service Request Response | This profile option is the identifier for the standard Service Request template available for insert or attachment. |
| Integration | IEM: Integration: Email Notification upon Auto Create Service Request | This profile option provides a flag to indicate if Email Center will send an automatic notification after a service request has been created. |
| Integration | IEM: Integration: Employee Service Request cannot be created or updated | This provides an option to indicate what should happen to the email message if a service request cannot be created or updated. |
| Integration | IEM: Integration: Knowledge Base | Defines the default knowledge base where Email Center should be searching for suggested response documents. Controlled from the Email Center Administration console Profiles page. |
| Integration | IEM: Integration: Redirect Email Address | Indicates the email address to which the email messages will be redirected. |
| Integration | IEM: Integration: Service Request Summary Prefix | Provides the service request summary text to be added in front of the email subject. |
| Integration | IEM: Integration: TeleService Enabled | Defines whether the Email Center/Teleservice integration features are used. Valid values are "YES" or "No". |
| Message Component | IEM: Message Component: Enable reason entry from the Reply/Compose Page | Shows or hides the Reason list on the Reply and Compose pages. |
| Message Component | IEM: Message Component: Hide History Forward | When set to "Y", the Forward button is hidden from the historical message preview. |
| Message Component | IEM: Message Component: Hide History Reply | When set to "Y", the Reply button is hidden from the historical message preview. |
| Message Component | IEM: Message Component: Hide History Resend | When set to "Y", the Resend button is hidden from the historical message preview. |
| Message Component | IEM: Message Component: Hide the delete button from agents | Set to "Yes" to hide the Delete button from agents. |
| Migration | IEM: Admin: Category Id for Templates | Defines the MES category ID where Email Center templates are stored. Controlled from the Email Center Administration console Profiles page. |
| Migration | IEM: Admin: Sender Name on Outbound Emails | Defines sender name to be used in outbound emails. Valid values are "AGENT" or "ACCOUNT". Controlled from the Email Center Administration console Profiles page. |
| Outbox Processing | IEM: Outbox Processing: Number of threads processing error queues | Sets the maximum number of threads the Outbox processing allows at one time in the error queues. |
| Outbox Processing | IEM: Outbox Processing: Number of threads processing the Outbox | Sets the maximum number of threads that can be processes at one time in the Outbox Processor. |
| Outbox Processing | IEM: Outbox Processing: Seconds to sleep between processing | Sets the number of seconds to sleep after processing all messages. |
| Outbox Processing | IEM: Outbox Processing: Times to retry a failed Outbox item | Sets the maximum number of times a failed outbox processing item is retried before processing is canceled. |
| Spell Checker | IEM: Spell Checker: Default Spell Check Language | Determines the default language the spell checker uses. |
| Spell Checker | IEM: Spell Checker: Dictionary Files Directory | Determines the location of the spell checker dictionary files. |
| Spell Checker | IEM: Spell Checker: Spell check messages before sending | Determines whether Oracle Email Center will automatically start the spell checking process prior to sending your message. |
Use the following steps to set these profile options.
Login
Forms login URL
Responsibility
System Administrator
Prerequisites
None
Steps
In the Functions tab, double-click Profile.
Double-click System.
The Find System Profile Values page appears.
To set the profiles at the Site level, check the Site box.
Type IEM:% in the Profile field.
Click Find.
A list of profiles appears.
Set the desired profiles.
Click File > Save.
There are two profile options that you can set for an agent to be able to acquire queued email messages and open emails in their inbox from the Universal Work Queue.
Enable Launching of Email Center Message Component from UWQ
This is an optional task. By default, you should be able to launch the Message Component from the UWQ desktop. If you cannot, then perform this task.
Login
Forms Login URL
Responsibility
System Administrator
Prerequisites
None
Steps
From the Application menu select Menu to launch the "Menus' window.
In Query mode, search for 'CSX_CUSTOMER_SUPPORT' in the 'User Menu Name'.
Add a new row to the resulting set of Functions under this menu and add the IEM_MC_LAUNCHER function to this menu.
Save the record and exit.
Enable Display of Email Media Counts in UWQ
Perform the following steps to enable email media counts being displayed in UWQ.
Login
Forms Login URL
Responsibility
System Administrator
Prerequisites
None
Steps
From the Profile menu select System to launch the "Find System Profile Values' window.
Type IEU%Email% and search for matching system profiles.
Set the IEU: Queue: Inbound Email profile to Yes.
Note: Depending on your site requirements, you can set this profile at the 'Site,' 'Application,' or 'User' level.
To receive email messages in your Email Center, you must create email accounts on your IMAP compliant email server. After creation on the email server, these email accounts must be defined using the accounts functionality of the Email Center Administration console.
Email Account Settings
| Field Name | Description |
|---|---|
| Email Address | This is the combination of the email account name - a unique name that identifies the account in the system, and the domain name for the email account. |
| Display Name | Default name representing the sender of emails from this account. See the Email Center Site Profiles section for more details on how this name is used. |
| Description | Allows you to type a description for the account. This description will appear in the Email Account Details section of the Summary page. |
| Reply To | A valid email account name (e.g. support@oracle.com) to which you wish to have '"reply" email messages sent in response to an outgoing email sent from this account. If you leave this field blank, the address specified in the Email Address field will be used. |
| Return Path | Allows you to specify an alternate return path for email replies. If you leave this field blank, the same return path will be used as for the address specified in the Email Address field. |
| Status | Allows you to set the status of the email account to "Active" or "Inactive". When the status is set to “Active”, Email Center validates that the email account exists on the mail server and the following folders exist for that email account:
Email Center will automatically create the above folders if they do not exists. Please note that these folder names are case sensitive. |
| Account Name | This is the account name that is displayed in the Email Center Agent Console and Message Component. This account name must already exist on the IMAP compliant email server before setting the account to "Active" in Email Center. |
| Password | Password to access the email account. |
| Re-enter Password | Confirmation of the password to access the email account. |
| IMAP Host | Host name for the incoming email server. |
| IMAP Port | Port number for the incoming email server. Default value is 143. |
| SMTP Host | Host name for the outgoing email server. |
| SMTP Port | Port number for the outgoing email server. Default value is 25. |
| Language | Language of the incoming emails being sent to this account. This is used to tie the email account being defined to a specific language for intent processing. Email Center supports intent processing in multiple languages and this ability is accomplished using the assumption that an email account receives email of the same language. |
| Account Type | Allows you to set the account type to "External" or "Internal". External accounts are defined to receive emails from external parties such as customers, partners, resellers, and so on. Internal accounts are set up to receive emails from internal employees. |
| Allow Queue Access | Allows you to indicate whether or not the account is enabled for queue access. If this field is marked Yes, then all the underlying classification queues under this email account are access enabled. |
| Intent Analysis | Allows you to determine the method by which Email Center extracts keywords for intents. "Themes" can only be used with the English language. |
| Spell Checking Dictionary | Allows you to use the default site dictionary for spell checking, or specify a particular dictionary language to use. |
| Customized Processing Flow | Email Center ships with default workflow called the 'Mail Pre-processing' workflow. If you are planning to implement any customizations to the out-of-the-box Email Center application, you can force the email processing to invoke your customizations by enabling this field. |
| Default Email Template Category | Allows you to specify a default category for email templates. If you do not select a category, templates will not appear on the Compose or Reply pages of the Email Center Message Component. |
| Sender Name for Outbound Email | Allows you to specify whether you want the agent's name of the name you typed in the Display Name field to appear as the sender name on outbound email. |
Use this procedure to create email accounts.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account must already exist on the HTML compliant email server before setting it's status to Active in Email Center.
You should know your IMAP and SMTP host names and port numbers.
Steps
Click the Administration tab.
In the side panel, click Summary.
The Email Accounts page appears displaying all of the email accounts that have been defined for your Email Center system.
Click Create.
Provide all of the mandatory information and any optional information you want to include.
Tip: If you have not implemented any customizations in the Mail Preprocessing workflow, you should select the "Disabled" value for the Customized Processing Flow field. Setting the value to "Disabled" reduces Email Center processing time that would otherwise be used to call and execute the Mail Preprocessing workflow.
Click Apply.
If you have defined an administrator for Oracle Email Center, then that user has all of the responsibilities necessary to create an Oracle Email Center agent. See Defining a Administrator for Oracle Email Center Administration for more information.
Oracle Email Center ships with the following responsibilities
Email Center Administrator responsibility - enables the user to configure Email Center via the Administration console.
Email Center Agent Console responsibility - enables the user to view the email queues and their account inboxes via the Email Center Agent Console.
Email Center Message Component responsibility - enables the user to preview emails, respond to incoming emails and compose new emails.
Email Center Supervisor responsibility - allows access to the Supervisor tab on the Agent console. This tab provides Email Center supervisors with a set of tools to better manage Email Center activities.
Note: All Email Center Agents should be assigned both the Email Center Agent Console and Email Center Message Component responsibilities. If the agent is also a supervisor, then the agent user must also be assigned the Email Center Supervisor responsibility.
The process of setting up users with each of these responsibilities consists of several steps:
Creating an employee (forms application).
Creating an application user and assigning user responsibilities (forms application).
Assign the JTF_FM_ADMIN role to the user.
Creating Resources (forms application).
Administrators must be imported as CRM Resources and assigned a Role Type of "Marketing Encyclopedia", and a Role of "MES Administrator".
Creating Resource Groups and assigning Agents (Email Center Administration console).
Assigning Agents to Email Accounts (Email Center Administration console).
The following table depicts the six default responsibilities and indicates their required steps:
| Responsibility Name | Step 1 | Step 2 | Step 3 | Step 4 | Step 5 | Step 6 |
|---|---|---|---|---|---|---|
| Email Center Administrator | X | X | X | X | ||
| Interaction History Administration JSP | X | X | X | X | ||
| Email Center Agent Console | X | X | X | X | X | |
| Email Center Message Component | X | X | X | X | X | |
| Email Center Supervisor | X | X | X | X |
You can create employees in two ways:
Creating an Employee in Oracle Human Resource Management Systems
Creating an Employee in Resource Manager
Note: If you have Oracle Human Resource Management Systems (HRMS) installed you MUST use it to create employees. If you do not have Oracle HRMS installed, you can use the Oracle Resource Manager to create employees.
Note: If you do not have Oracle Human Resource Management Systems installed, then see Creating an Employee in Resource Manager.
Use this procedure to create an employee in Oracle Human Resource Management Systems (HRMS).
Login
Self-Service Login URL
Responsibility
HRMS Manager (for example, US HRMS Manager)
Prerequisites
None
Steps
In the Navigator window, on the Functions tab, choose People > Enter and Maintain.
The Find Person window appears.
Click New.
The People window appears.
Enter the information for the new person.
The following fields are required:
Last (Name)
Gender
Type
Note: In the Type field, select Employee.
Employee (Number)
Note: If the Employee field is inactive, then Oracle HRMS is set up to automatically generate the employee number when the record is saved.
Other fields may be required depending on how your enterprise has set up Oracle HRMS. In addition, when you save the record, you may receive one or more messages that explain the consequences of leaving certain fields blank.
From the File menu, choose Save.
You may close the People window.
Note: If Oracle Human Resource Management Systems is installed, then see the Creating an Employee in Oracle Human Resources Management Systems topic.
Use this procedure to create an employee when Oracle Human Resources Management Systems (HRMS) is not installed. This procedure populates the same database tables as the People window in Oracle Human Resource Management Systems.
Login
Self-Service Login URL
Responsibility
CRM Resource Manager
Prerequisites
Review Oracle Foundation Concepts and Procedures.
Steps
In the Navigator window, on the Functions tab, choose Maintain Employee > Employee.
The Find Person window appears.
Click New.
The People window appears.
Enter the information for the new person.
The following fields are required:
Last (Name)
Gender
Type
Note: In the Type field, select Employee.
Employee (Number)
Note: If the Employee field is inactive, then Oracle Resource Manager is setup to automatically generate the employee number when the record is saved.
Other fields may be required depending on how your enterprise has set up Oracle Resource Manager. In addition, when you save the record, you may receive one or more messages that explain the consequences of leaving certain fields blank.
From the File menu, choose Save.
You may close the People window.
Creating an Oracle Applications User Account for an Employee
Use this procedure to create an Oracle Applications user and to associate an employee (created in Oracle Human Resource Management Systems or Resource Manager) with a user account.
Login
Self-Service Login URL
Responsibility
System Administrator
Prerequisites
None
Steps
In the Navigator window, on the Functions tab, choose Security > User > Define.
The Users window appears.
Use the following guidelines to define Oracle Applications usernames:
Use only alphanumeric characters ('A' through 'Z', and '0' through '9'), underscore, space, or hyphen.
Use only the set of characters that your operating system supports for filenames.
In the User Name field, enter the name of the user.
The password is temporary. When the user signs on to Oracle Applications for the first time, the message "Your password has expired" appears and the user is prompted to set a new password.
Use the following guidelines to define Oracle Applications passwords:
Use at least five characters and no more than 100 characters.
Use only alphanumeric characters ('A' through 'Z', and '0' through '9'), underscore, space, or hyphen.
In the Password field, enter the password for the user account and then press Tab.
The cursor remains in the Password field.
Enter the password again and then press Tab to verify the password.
In the Person field, select an employee to associate with this user account.
In the Responsibilities tab, search for and add the appropriate responsibilities for this user.
Once the user record has been saved, you cannot delete an assigned responsibility. Oracle Applications maintains audit data for assigned responsibilities.
To deactivate an assigned responsibility, set the effective end date (in the Effective Dates - To field) of the assigned responsibility to the current date. To activate an assigned responsibility, clear or reset the effective end date.
From the File menu, choose Save.
You may close the Users window.
Assigning the JTF_FM_ADMIN Role
The JTF_FM_ADMIN role provides access to the Query tab in the Oracle Email Center administration console. Use the following procedure to assign the JTF_FM_ADMIN role to a user account.
Login
HTML Login URL
Responsibility
CRM HTML Administration
Prerequisites
The CRM HTML Administration user must have the JTF_SYSTEM_ADMIN_ROLE to access user maintenance functions.
The CRM HTML Administration user must have the JTF_FM_ADMIN role to assign the role to another user.
Steps
Click the Users tab.
Click the Registration subtab.
Click the User Maintenance side panel hyperlink.
The Users page appears.
In the Enter Search Criteria fields, select Username, enter the user name, and then click Go.
The matching usernames appear.
Click the username hyperlink.
The User Details page appears.
Click Roles.
The User-Role Mapping page appears.
Move JTF_FM_ADMIN from the Available Roles list to the Assigned Roles list.
Click Update.
The User=Role Mapping page refreshes.
Creating a Resource for an Employee
Use this procedure to create a resource for an employee (created in Oracle Human Resource Management Systems or Resource Manager) and assign that resource the appropriate roles.
Login
Self-Service Login URL
Responsibility
CRM Resource Manager
Prerequisites
Review Oracle CRM Foundation Concepts and Procedures.
Steps
In the Navigator window, on the Functions tab, choose Maintain Resources > Import Resources.
The Selection Criteria window appears.
In the Resource Category field, select Employee.
Enter any additional selection criteria.
For example, in the Name field, select the name of an employee.
Click Search.
Employees that meet the search criteria are listed in the Search Results area. The Select checkboxes for the matching employees are automatically selected.
Clear the Select checkboxes of the employees for whom you do not want to create a resource.
Click Create Resource.
The Default Values window appears. You can add or modify this information in the resource details later.
Click OK to accept the defaults.
The Selected Resources window appears. The Comments field indicates whether the resource is a new record, a duplicate record, or a duplicate record with a new role definition. The Select checkboxes are automatically selected.
Clear the Select checkboxes of the employees that you do not want to save as a resource.
To save the resources, click Save Resource.
A transaction number appears in the Transaction Number field. The transaction number is associated with each resource created during this transaction. More than one resource can have the same transaction number.
To view the details about a resource, select the resource and then click Details.
The Resource window appears. Verify the name of the resource (Name), the name of the employee (Source Name), and the user name (User Name) and note the resource number (Number).
In the Roles tab, assign one or more roles to the resource.
In the Role Type field, select a role type.
In the Role field, select a role.
For users with the Email Center Agent Console Responsibility assigned: Select iCenter from the drop down list for Role Type and select Email Center Agent from the drop down list for Roles.
For users with the Email Center Administrator Responsibility assigned: Select Marketing Encyclopedia from the drop down list for Role Type and select MES Administrator from the drop down list for Roles.
From the File menu, choose Save.
You may close the Resource and Research Search Results windows.
The Email Center Administration console allows you to create resource groups.
Use the following steps to create a resource group and assign agents to it.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Ensure email accounts and Email Center agents have been created.
Ensure that the profile setting for JTFRS: Group Update Access has been set to All, or the Create button will not appear on the Resource groups page. For more information on configuring profiles, refer to the Setting Email Center System Profiles topic.
Steps
Click the Resource Groups tab.
The Groups page appears.
In the Groups page, click Create.
The Create Group page appears.
In the Name field, type a name for the resource group you are creating.
In the Active From, use the calendar tool to select a start date for your resource group.
From the list in the Application Areas field under the Used In area, selectCall Center as the group usage.
You can assign multiple usages to the group, but the Call Center usage MUST be assigned.
In the Members area, click Add Members.
Search for and select the name of the agent you want to assign to the resource group.
In the Role Name field, type one of the following roles:
Email Center Manager
Email Center Supervisor
Email Center Agent
Repeat steps 6 - 8 for each agent you want to assign to the resource group.
Click Apply
The resource group is created and the selected agents are assigned to it.
Performing the Agent — Email Account Assignment
Before an agent can begin work on an email account, the agent must be linked to the account. There are two ways you can link agents and email accounts:
Assigning Email Accounts to Agents
Assigning Agents to Email Accounts
Assigning Email Accounts to Agents
Use this procedure to assign one or more email accounts to an Email Center agent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account you will be assigning to an agent must already be created on the email server and defined in Email Center. The agent must already exist.
Steps
Click the Administration tab.
In the side panel, click Agents.
The Agents and Accounts Assignment page appears.
From the list in the Assign field, select Accounts to Agents and click Go.
Enter the search criteria to search for the agent(s) you want to assign to an email account.
If you want to search for an agent using the agent's user name, in the Agent User Name field, type the name of the agent.
If you want to search for an agent using the first name of the agent, in the First Name field, type the first name of the agent.
If you want to search for an agent using the last name (family name) of the agent, in the Last Name field, type the last name of the agent.
If you want to search for an agent assigned to a specific resource group, from the Resource Group list, select the resource group.
If you want to search for an agent based on their assigned Email Center resource roles, from the Resource Role list, select the resource role.
Click Search.
The agent search results appears listing the agents which were found to match the given search criteria.
In the Select column, select the box next to the agent user name of the user you want to assign to email accounts.
Click Assign Email Account.
The Assign Email Accounts to Agents page appears with the list of available email accounts displayed in the Account Name column. The Assigned Email Account list displays the list of email accounts that were previously assigned to the agent.
To assign selected email accounts to an agent, select their corresponding Account Access box for account access and Queue Access box for queue access.
To save your work and assign the email accounts to the agent, click Apply.
Assigning Agents to Email Accounts
If more than one Email Center agent needs to be assigned to the same email account, the Assign Agent to an Email Account option can be used.
Use this procedure to assign an agent to an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account to which you will be assigning an agent must already be created on the email server and defined in Email Center. The agent must already exist.
Steps
Click the Administration tab.
In the side panel, click Agents.
The Agents and Accounts Assignment page appears.
From the list in the Assign field, select Agents to Accounts and click Go.
From the list in the Email Account field, select the email account to which you want to assign an agent and click Go.
The Assign Agents to Email Accounts page refreshes with the list of available agents displayed in the Agent Name column and their current access to the selected account indicated by checks in corresponding Account Access and Queue Access fields. Email accounts that are not enabled for queue access have their Queue Access column disabled.
To adjust an agent's access to the email account and access to it, select or clear that agent's corresponding check boxes.
Note: If you select Queue Access for an agent, then Account Access is automatically selected for that agent.
Click Apply to save your work and assign agents to their email accounts.
When agents who have been assigned access to an account that has been marked as rherry pick enabled log in into the application and go to the Agent home page, they will notice a new tab called Queue on the top tab list.
Configuring Group Member Roles and Usage for an Agent
Resource groups are destinations for routed items. Use this procedure to configure group member roles and usage for a resource in a group.
Login
HTML Login URL
Responsibility
CRM Resource Manager
Prerequisites
Create an employee.
Create an Oracle Applications user account for the employee.
Create a resource for the employee.
Review Oracle CRM Foundation Implementation Guide.
Review Oracle TeleSales Implementation Guide.
Steps
In the Navigator window, on the Functions tab, choose Resource Manager > Maintain Resources > Groups.
The Define Groups window appears.
Find a group or create a group by entering a group name.
In the Members tab, add a resource to the group.
In the Category field, enter Employee.
In the Number field, enter the resource number or, in the Name field, enter the name of the resource.
Click Member Roles.
The Member Roles window appears.
In the Role Type field, select a role type.
Note: Only the roles assigned to the resource in the Resource window Roles tab will be available for selection in the Member Roles window for a group member.
In the Role field, select a role.
Click OK.
In the Usages tab, enter one or more usages for the group.
The following table lists the minimum usages required to access application or media work in Oracle Universal Work Queue. Additional usages may be required to enable additional functionality in the business application. For more information, consult the implementation guide for the business application.
| To use this application or feature... | Select this usage... |
|---|---|
| Oracle TeleSales | Sales and TeleSales |
| Oracle TeleService | No usage requirement. |
| Oracle Advanced Inbound, Oracle Advanced Outbound, Email Center | Call Center |
From the File menu, choose Save.
You may close the Define Groups window.
Note: Enter an End Date only if you want to terminate the group. Use extreme caution when utilizing this feature.
At this point a basic Email Center configuration, multiple email accounts and one or more user accounts created. Complete the following steps prior to performing the Rules Module steps, in order to confirm that the Configuration steps were successful.
Ensure intent processing is disabled. By default, intent processing is disabled for all accounts. However, at this point, we recommend you test your configuration with the intent processing disabled. If you require intent processing as part of your implementation, a later step will allow you to enable the Intent Processing. To verify intent processing is disabled, perform the following:
Login to the HTML Login URL and select the Email Center Administrator responsibility.
Click the Administration tab.
Click theEmail Accounts.
subtab.
In the Select column, click the radio button to select an email account.
Click the Update icon corresponding to the selected email account.
In the Intent Analysis list, ensure Disabled is selected
Click Apply.
Repeat these steps for every email account.
Submit the concurrent program request to run Start Email Processing.
Submitting request to run Start Email Processing:
Click the Monitoring tab.
Click Submit New Request.
From the list in the Program Name field, search for and select Start Email Processing.
Click Next.
Enter the parameters you want to use for the concurrent program.
For example:
Start Date (DD-MON-YYYY HH24:MI:SS) 6-MAR-2003 10:31:38
End Date (DD-MON-YYYY HH24:MI:SS)
Sleep Time Before Resubmitting Workers (Minutes) 5
Number of Email Processing Workers 2
Number of Emails Processed by Each Worker 100
Click Next.
Click Submit.
Send a sample email to one or more of the email accounts.
Log in to the HTML Login URL and select the Email Center Agent Console responsibility.
Get Message and Respond to Email.
Confirm the following:
No errors in Concurrent process log files for Email Center.
Successful access to Email Center Agent Console.
Email counts visible in Home Page
Able to Get Messages and respond to an email
Customer search successful
Receipt of sent email
This section covers the steps required to do the following:
Creating Auto-Delete Rules and Associating Them with Accounts
Creating Auto-Acknowledge Rules and Associating Them with Accounts
Creating Auto-Processing Rules and Associating Them with Accounts
Creating Auto-Redirect Rules and Associating Them with Accounts
Creating Auto-Reply Rules and Associating Them with Accounts
Creating Document Retrieval Rules and Associating Them with Accounts
Creating Classifications and Associating Them with Accounts
Classifications are user-defined categories or queues that emails are placed in depending upon their properties and content. For example, classifications could be used to define various service levels, distinguish between customers, etc. Classifications can also be used by the other types of processing rules as one of the criteria upon which an email is delivered to a group of agents.
For incoming emails addressed to a specific account to be assigned to the respective queue, one or more classifications must be associated to that email account. The Rules Library subtab allows you to create the classifications, and the Assign Email Processing Rules page enables classifications to be associated with an email account. This account association must be enabled in order for a classification to be executed. Classifications that are not enabled will not be executed. Classification priorities are used to determine the order in which each classification and its rules are executed. The priority of each classification is unique; the priority can be changed; and, in doing so, it will affect the values of other classification priorities. By default, newly defined classifications are assigned the lowest priority among the existing classifications.
The process of creating classifications involves two tasks:
Associating Classifications with Accounts
Use the steps below to create a classification.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click theRules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Classification.
The Create Classification page appears.
In the Classification Name field, type a name for the classification you are creating.
Optionally, in the Description field, type a short description for the classification.
From the list in the Classification Type field, select Static or Dynamic and click Go.
Static classifications classify based on specific criteria you designate using conditions (key/operator/value).
Dynamic classifications classify based on criteria Email Center does not know out of the box. For example: if you wanted to classify incoming emails as "Gold" based on revenue statistics which exist in some customized table or external system, you can write a procedure that determines the value parameter by which the email would be classified as "Gold" or not.
If you selected Static, the Create Classification page refreshes to display a rules creation area with fields for designating the key, operator and value for each rule you create.
From the list in the Key field, select a key for the classification rule you are creating.
From the list in the Operator field, select an operator for the classification rule you are creating.
From the list in the Value field, search for and select, or type a value for the classification rule you are creating.
If you selected Dynamic, the Create Classification page refreshes to display a procedure area where you can define the procedure name and variables you want to use.
Note: When creating dynamic classification rules, please follow the TIP guidelines on what kind of procedures can be used. The procedure will fail if the procedure does not follow the criteria specified in the TIP.
In the procedure Name field, type a name for the procedure you will use for your dynamic classification.
In the list in the OUT Parameter Type field, select the data type you want to use for your classification.
From the list in the Operator field, select an operator for the classification rule you are creating.
From the list in the Value field, search for and select, or type a value for the classification rule you are creating.
Click Create.
The Email Processing Rules page refreshes and the new classification rule is displayed in the summary view table.
Associating Classifications with Accounts
Use the following steps to associate a classification rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign classification rules, must already exist on the email server and be defined in Email Center.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the classification rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Classification.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Classification Name column, select the classification rule you want to associate to the email account.
Ensure the Enabled checkbox is selected.
Click Apply.
The selected classification rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the classification by clicking the hyperlinked name in the Classification Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second classification rule is associated to the email account.
If you are associating additional classification rules to an email account, use the Priority list on the Assign Email Processing Rules page to determine a hierarchy among the classification rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Creating Auto-Delete Rules and Associating Them With Accounts
Auto-delete rules allow the automatic deletion of inbound emails without processing them. If the criteria in an auto-delete rule is met by an incoming email message, further processing of the email is terminated and the email is delivered to the Delete folder for the particular account with which the rule is associated. This type of rule will prevent the processing of junk email such as bounced messages and spam.
The process of creating auto-delete rules involves two tasks:
Associating Auto-Delete Rules with Email Accounts
Use the following steps to create an auto-delete rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administrationtab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Delete.
The Create Auto-Delete Rule page appears.
In the Name field, type a name for the auto-delete rule you are creating.
Optionally, in the Description field, type a short description for the auto-delete rule.
From the list in the Key field, select a key for the auto-delete rule you are creating.
From the list in the Operator field, select an operator for the auto-delete rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-delete rule you are creating.
If you are adding multiple conditions to the rule, from the Rule Chaining list, select the operator which you want to use for the chaining of the rules you define. The field default value is And.
Note: If And is selected, every condition defined must be evaluated as true in order for the rule to be used. If Or is selected, the rule will be applied if any of the conditions contained in it are evaluated as true. Conditions are evaluated in the order that they are listed.
Repeat steps 6-8 for each condition you want to add to the rule.
Click Create.
The Email Processing Rules page refreshes and the new auto-delete rule is displayed in the summary view table.
Associating Auto-Delete Rules with Email Accounts
Use the following steps to associate an auto-delete rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-delete rules, must already exist on the email server and be defined in Email Center.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-delete rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Delete.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-delete rule you want to associate with the selected email account.
Ensure the Enabled box is checked for each auto-delete rule you want to use.
Click Apply.
The selected auto-delete rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-delete rule by clicking the hyperlinked name in the Rule Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-delete rule is associated to the email account.
If you are associating additional auto-delete rules to an email account, use the Priority list to determine a hierarchy among the auto-delete rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Creating Auto-Acknowledge Rules and Associating Them With Accounts
Auto-acknowledgements are confirmation emails that are sent for every incoming email received by an email account. These emails simply confirm receipt of the incoming email and may provide some indication of when the customer can expect a response. Auto-acknowledgements do not contain any content that is used to respond to a customer enquiry.
An "All emails" option is provided. In most cases you may want to send an acknowledgment to all emails received apart from the ones that get automatically deleted. You can easily do so by checking the "All Emails" box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-acknowledge rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want to be more specific as to which incoming emails receive an auto-acknowledgement, you can use the provided key/operator/value combinations to set specific conditions for when an auto-acknowledgement will be sent out. Additionally this also enables you to select a different acknowledgement template for email accounts and different classifications within the same email account.
Since the only action possible for the auto-acknowledge rule type is to send out an email acknowledgement, you can select the MES category and the specific template from the provided lists.
Upon successful execution of the auto-acknowledge rule, Email Center will ignore other auto-acknowledge rules of a lower priority and continue processing the email.
Once you have created auto-acknowledgement documents in MES to use (for more information on creating MES documents, refer to the Creating Documents topic), the process of creating auto-acknowledge rules involves two tasks:
Creating Auto-Acknowledge Rules
Associating Auto-Acknowledge Rules with Email Accounts
Creating Auto-Acknowledge Rules
Use the following steps to create an auto-acknowledge rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Auto-acknowledge templates must already have been created in MES.
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Acknowledge.
The Create Auto-Acknowledge Rule page appears.
In the Name field, type a name for the auto-acknowledge rule you are creating.
Optionally, in the Description field, type a short description for the auto-acknowledge rule.
If you want to send an auto-acknowledgement to all emails coming into the email account to which this rule is associated, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-acknowledge rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you do not want auto-acknowledgements to go out to all emails, use the Key, Operator, and Value fields to specify the conditions when an auto-acknowledgement should be sent to an incoming email.
From the list in the Key field, select a key for the auto-acknowledge rule you are creating.
From the list in the Operator field, select an operator for the auto-acknowledge rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-acknowledge rule you are creating.
Repeat step 7 for each condition you want to add to the rule.
If you are adding multiple conditions to the rule, from the Rule Chaining list, select the operator which you want to use for the chaining of the rules you define. The field default value is And.
Note: If And is selected, every condition defined must be evaluated as true in order for the rule to be used. If Or is selected, the rule will be applied if any of the conditions contained in it are evaluated as true. Conditions are evaluated in the order that they are listed.
From the list in the Category field, select the template category that contains the template you want to use for your auto-acknowledgement.
From the Template field, select the template you want to use for your auto-acknowledgement.
Click Create.
The Email Processing Rules page refreshes and the new auto-acknowledge rule is displayed in the summary view table.
Associating Auto-Acknowledge Rules with Accounts
Use the following steps to associate an auto-acknowledge rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-acknowledge rules, must already exist on the email server and be defined in Email Center.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-acknowledge rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Acknowledge.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-acknowledge rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-acknowledge rule you want to use.
Click Apply.
The selected auto-acknowledge rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-acknowledge rule by clicking the hyperlinked name in the Rule Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-acknowledge rule is associated to the email account.
If you are associating additional auto-acknowledge rules to an email account, use the Priority list to determine a hierarchy among the auto-acknowledge rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Creating Auto-Processing Rules and Associating Them with Accounts
Auto-processing rules define the processing actions that are automatically performed on incoming emails. Such actions include creating service requests, updating service requests, and executing a custom procedure.
Note: When creating auto-processing rules, you have these choices:
Create Service Request
Without an email parser definition - A seeded auto-processing action that automatically creates a service request from the inbound email. The body of the inbound email message is appended to the service request. You must also select a service request type and notification template when using this action.
With an email parser definition - An auto-processing action that automatically creates a service request from a structured inbound email. Using a parser definition, the body of the inbound email message is appended to the service request, and the application maps the structured elements of the email to corresponding fields in the service request. You must also select a service request type and notification template when using this action.
The profile option IEM: Integration: Auto Create Service Request Note Type populates the list of service request note types. This profile option is set in forms and must be set to "Yes" to populate the list.
The profile option IEM: Integration: Email Notification upon Auto Create Service Request - provides a flag that indicate if Email Center will send an automatic notification after a service request has been created.
Update Service Request - A seeded auto-processing action that will be performed if the service request number tag is found in the email. When defining a rule of this type, you must also select a valid status code.
Execute Custom Procedure/Workflow - Ability to call any custom PL/SQL procedure that will be executed as part of email processing. All header and tag values extracted from the email are available as input parameters. The custom procedure however can only return "Y" (to further continue email processing) or "N" (to discontinue email processing) as the output parameter.
The process of creating auto-processing rules involves three tasks:
Creating Email Parser Definitions
Creating Auto-Processing Rules
Associating Auto-Processing Rules with Email Accounts
Creating Email Parser Definitions
Use the following steps to create an email parser definition.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Email Parser subtab.
The Email Parser Definition page appears, displaying all the email parser definitions that have been created within the system.
Click Create.
The Email Parser Definition page refreshes itself so that you can create a new definition.
In the Email Parser Name field, type the name of the definition.
Optionally, in the Description field, type the details of the inbound parser definition.
In the Service Request field, use the associated list to select and enter a service request field name.
In the Start Tag and End Tag fields, enter the start and end tags that map an email field to the associated value of Service Request Field.
In the Rank field, type a number to indicate the relative importance of this field compared to the other fields defined in the parser definition. The lowest number indicates the highest priority.
Click Save.
Creating Auto-Processing Rules
Use the following steps to create an auto-processing rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Processing.
The Create Auto-Processing Rule page appears.
In the Name field, type a name for the auto-processing rule you are creating.
Optionally, in the Description field, type a short description for the auto-processing rule.
If you want the auto-processing rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-processing rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your auto-processing rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the auto-processing rule should be applied to an incoming email.
From the list in the Key field, select a key for the auto-processing rule you are creating.
From the list in the Operator field, select an operator for the auto-processing rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-processing rule you are creating.
Optionally, repeat steps 7 for each condition you want to add to the rule.
If you are adding multiple conditions to the rule, from the Rule Chaining list, select the operator which you want to use for the chaining of the rules you define. The field default value is And.
Note: If And is selected, every condition defined must be evaluated as true in order for the rule to be used. If Or is selected, the rule will be applied if any of the conditions contained in it are evaluated as true. Conditions are evaluated in the order that they are listed.
From the list in the Action field, select the action you would like your auto-processing rule to perform.
Select parameter values that depend on the action that you selected in step 10:
If you selected Update Service Request as the action, then select a status code from the drop-down list available.
If you selected Create Service Request as the action, then do the following:
From the Email Parser list, optionally select a parser definition.
If you do not select a parser definition, then the application creates a service request based on simpler rules that pass only customer information to it.
From the Service Request Type list, select a type.
From the Notification Template field, search for and select a template.
If you selected Execute Custom Procedure/Workflow as the action, then enter the name of a valid predefined PL/SQL procedure.
If applicable, in the Notification Template field, search for and select a notification template.
Click Create.
The Email Processing Rules page refreshes and the new auto-processing rule is displayed in the summary view table.
Associating Auto-Processing Rules with Accounts
Use the following steps to associate an auto-processing rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-processing rules, must already exist on the email server and be defined in Email Center.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-processing rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Processing.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-processing rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-processing rule you want to use.
Click Apply.
The selected auto-processing rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-processing rule by clicking the hyperlinked name in the Rule Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-processing rule is associated to the email account.
If you are associating additional auto-processing rules to an email account, use the Priority list to determine a hierarchy among the auto-processing rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Creating Auto-Redirect Rules and Associating Them with Accounts
Auto-redirect rules enable you to redirect the incoming email to another Oracle Email Center account or an external email address.
The process of creating auto-redirect rules involves two tasks:
Associating Auto-Redirect Rules with Email Accounts
Use the following steps to create auto-redirect rules.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Redirect.
The Create Auto-Redirect Rule page appears.
In the Name field, type a name for the auto-redirect rule you are creating.
Optionally, in the Description field, type a short description for the auto-redirect rule.
From the Action list, select whether you want to redirect emails to an internal or external email account, and click Go.
If you want the auto-redirect rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-redirect rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your auto-redirect rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the auto-redirect rule should be applied to an incoming email.
From the list in the Key field, select a key for the auto-redirect rule you are creating.
From the list in the Operator field, select an operator for the auto-redirect rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-redirect rule you are creating.
Optionally, repeat the previous step for each condition you want to add to the rule.
Be sure to select how you want the conditions joined together from the Rule Chaining list.
For redirects to external accounts:
In the Email Address field, type the address to which you want to redirect incoming email.
From the Category list, select the template category containing the template to be used as the message body for the redirected email message.
From the Template list, select the template you want to use as the message body for the redirected email message.
For redirects to internal accounts, from the Email Address list, select the account to which you want to redirect the message.
Click Create.
The Email Processing Rules page refreshes and the new auto-redirect rule is displayed in the summary view table.
Associating Auto-Redirect Rules with Accounts
Use the following steps to associate an auto-redirect rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-redirect rules, must already exist on the email server and be defined in Email Center.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-redirect rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Redirect.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-redirect rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-redirect rule you want to use.
Click Apply.
The selected auto-redirect rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-redirect rule by clicking the hyperlinked name in the Email Processing Rules by Type column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-redirect rule is associated to the email account.
If you are associating additional auto-redirect rules to an email account, use the Priority list to determine a hierarchy among the auto-redirect rules.
Note: Rules cannot share the same priority level.
Creating Auto-Reply Rules and Associating Them with Accounts
Auto-reply rules allow you to determine whether you want to automatically reply to an incoming email using the specified set of documents and templates.
The process of creating auto-reply rules involves two tasks:
Associating Auto-Reply Rules with Email Accounts
Use the following steps to create an auto-reply rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Reply.
The Create Auto-Reply Rule page appears.
In the Name field, type a name for the auto-reply rule you are creating.
Optionally, in the Description field, type a short description for the auto-reply rule.
If you want the auto-reply rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-reply rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your auto-reply rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the auto-reply rule should be applied to an incoming email.
From the list in the Key field, select a key for the auto-reply rule you are creating.
From the list in the Operator field, select an operator for the auto-reply rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-reply rule you are creating.
In the Action area, use the Category, Document, and Insert/Attach fields to specify the category and document you want to include, as well as how the document should be included with the reply.
From the list in the Category field, select the MES category that contains the document you want to use.
From the list in the Document field, select the document you want to use for your auto-reply.
From the list in the Insert/Attach field, select whether you want to insert the document into the body of the reply, or attach it to the reply.
Note: The order in which you select your documents will be the order in which they are inserted into or attached to the response.
Click Create.
The Email Processing Rules page refreshes and the new auto-reply rule is displayed in the summary view table.
Associating Auto-Reply Rules with Accounts
Use the following steps to associate an auto-reply rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-reply rules, must already exist on the email server and be defined in Email Center.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-reply rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Reply.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-reply rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-reply rule you want to use.
Click Apply.
The selected auto-reply rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-reply rule by clicking the hyperlinked name in the Email Processing Rules by Type column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-reply rule is associated to the email account.
If you are associating additional auto-reply rules to an email account, use the Priority list to determine a hierarchy among the auto-reply rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Creating Document Retrieval Rules and Associating Them with Accounts
The Document Retrieval processing rule enables administrators to select a method for retrieving documents from the Knowledge Base. They can choose to use the old keyword matching method, or the new MES Category Mapping method.
This new method maps incoming email to a specific category in Marketing Encyclopedia System (MES). Different categories can be selected for different conditions defined using the rules engine. Documents in the category selected are displayed in the descending order of their usage.
The process of creating routes involves two tasks:
Creating Document Retrieval Rules
Associating Document Retrieval Rules with Email Accounts
Creating Document Retrieval Rules
Use the following steps to create a document retrieval rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click theRules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Document Retrieval.
The Create Document Retrieval Rule page appears.
In the Name field, type a name for the document retrieval rule you are creating.
Optionally, in the Description field, type a short description for the document retrieval rule.
From the Retrieval Method list, select the method by which you want to retrieve documents and click Go.
If you want the document retrieval rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the document retrieval rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your document retrieval rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the document retrieval rule should be applied to an incoming email.
From the list in the Key field, select a key for the document retrieval rule you are creating.
From the list in the Operator field, select an operator for the document retrieval rule you are creating.
From the list in the Value field, search for and select, or type a value for the document retrieval rule you are creating.
If you selected Keyword Matching as your retrieval method:
Select the repository you want to search.
You can select to search MES, Knowledge Management, or both.
Select to search all categories within the chosen repository, or search for and select individual categories within the chosen repository.
Note: The All Categories option refers ONLY to all MES categories. It does not apply to categories in the Knowledge Management system.
If you selected MES Category Mapping as your retrieval method:
Search for and select the appropriate MES Category.
Click Apply.
Click Create.
The Email Processing Rules page refreshes and the new document retrieval rule is displayed in the summary view table.
Associating Document Retrieval Rules with Accounts
Use the following steps to associate a document retrieval rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign document retrieval rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule. When using keyword matching rules, intent processing must be enabled for the account to which you are associating the rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the document retrieval rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Document Retrieval.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the document retrieval rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each document retrieval rule you want to use.
Click Apply.
The selected document retrieval rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the document retrieval rule by clicking the hyperlinked name in the Email Processing Rules by Type column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second document retrieval rule is associated to the email account.
If you are associating additional document retrieval rules to an email account, use the Priority list to determine a hierarchy among the document retrieval rules.
Note: Rules cannot share the same priority level.
Creating Routing Rules and Associating Them with Accounts
Oracle Email Center automatically routes incoming emails to an agent group based on user-defined rules. There are two types of routes:
Static - The rules for static routes are constructed using key value pairs extracted from the properties and content of the email.
Dynamic - Dynamic Routes allow the use of PL/SQL procedures to access any data in the database and use as the basis for routing.
Administrators can define any number of static or dynamic routing rules and these routing rules are executed in priority order once the routing rule is assigned to an email account. Emails are routed to an agent group and not to the individual agent. An agent (resource) group is only valid if it contains at least one resource, which is assigned to an email account and has one of the Email Center Agent or Email Center Supervisor role assigned to it. If none of the routing rules are satisfied, the email is routed to all agents belonging to that account.
One or more routing rules can be associated to an email account, for incoming emails addressed to that account to be routed to the respective destination group of agents.
The Account Association page enables routing rules to be associated with an email account. This Account Association must be enabled in order for that routing rule to be executed. Routing rules that are not enabled will not be executed. If you want to route an email back to the original agent, you can select Original Agent, from the list of resource groups in the Primary Destinations field.
Routing rule priorities perform the same function as classification priorities; they are used to determine the order in which the routing rules are executed. The priority of each routing rule is unique; the priority can be changed; and, in doing so, will affect the values of other routing rule priorities. By default, newly defined routing rules are assigned the lowest priority among existing routes.
The routing engine evaluates routes in order of priority, starting with 1. The first route, whose rules are satisfied, will determine the routing destination. At the end of the email processing, an email will have ONE and ONLY ONE destination (resource) group assigned to it. The routing engine will check the validity of a destination group before routing an email to that group; if the group does not contain a valid set of resources, the email is routed to the default destination group. If the default destination group does not contain a valid set of resources, the email is routed to all agents assigned to the email account. If the routes have been setup, but none are valid for the email being processed, the emails are routed to all agents assigned to the email account. If there are no routes setup, emails are routed to all agents assigned to the email account.
The process of creating routes involves two tasks:
Associating Routing Rules with Accounts
Use the following steps to create a route.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears.
In the Add/Delete column, click the add icon (plus sign) corresponding to Routing.
The Create Route page appears.
In the Name field, type the name of the route you are creating.
In the Description field, type a short description for the route you are creating.
From the Route Type list, select the route type, and click Go.
If you selected Static, the Create Route page refreshes to display a rules creation area with fields for designating the key, operator and value for each rule you create.
If you are going to utilize multiple rules, from the Rule Chaining list, select how you want those rules joined together.
For any route, all rules can be chained using either AND or OR, but not both.
From the list in the Key field, select a key for the routing rule you are creating.
From the list in the Operator field, select an operator for the routing rule you are creating.
From the list in the Value field, search for and select, or type a value for the routing rule you are creating.
If you want the routing rule to apply to all emails, select the All Emails option.
If you selected Dynamic, the Create Route page refreshes to display a procedure area where you can define the procedure name and variables you want to use.
Note: When creating dynamic routing rules, please follow the TIP guidelines on what kind of procedures can be used. The procedure will fail if the procedure does not follow the criteria specified in the TIP.
In the Procedure Name field, type a name for the procedure you will use for your dynamic route.
In the list in the OUT Parameter Type field, select the data type you want to use for your route.
From the list in the Operator field, select an operator for the routing rule you are creating.
From the list in the Value field, search for and select, or type a value for the routing rule you are creating.
Click Create.
The routing rule is created and appears in the summary view table under Routing on the Email Processing Rules page.
To update an existing route, click the route name hyperlink in the Email Processing Rules by Type column. The Update Route page appears, allowing you to update the description, the static rule keys, operators and values, or the procedure details.
To remove a route, click the delete icon (trash can) in the Add/Delete column for the routing rule you want to remove.
Associating Routing Rules with Accounts
Use the steps below to associate a route with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign routing rules, must already exist on the email server and be defined in Email Center.
You must have at least one resource group, that contains a resource (agent) who has been assigned to the email account and has one of the Email Center roles assigned, in order to use that resource group when routing an email.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears.
In the Add/Delete column, click the add icon (plus sign) corresponding to Routing.
The Account Associations page appears.
From the Email Account field, select the email account to which you want to associate the routing rule, and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account.
The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
From the list in the Name column, select the routing rule you want to associate to the selected email account.
From the list in the Primary Destination field, select the agent or resource group to which you want to route email.
Note: If you want to route the email back to the original agent, select Original Agent, from the list.
From the list or resource groups in the Default Destination field, select the group to which you want to route the email.
Note: The routing engine will check the validity of a Destination group before routing an email to that group; if the group does not contain a valid set of resources, the email is routed to the Default Destination Group. If the Default Destination Group does not contain a valid set of resources, the email is routed to all agents assigned to the email account.
Note: You can select All Groups if you want to route the message to all groups.
Click the Enabled box to enable the rule.
Click Apply.
The selected routing rule is added to the summary view table and it's name is displayed as a hyperlink in the Rule Name column. You can view the components of or update the routing rule by clicking the hyperlinked name in the Name column.
Repeat steps 5-9 to associate another route with the same email account <optional>.
To remove a route account association, click Delete icon (trash can) in the Add/Delete column corresponding to the routing rule association you want to remove.
At this point a set of rules for email processing purposes should have been created for Email Center. Complete the following steps prior to performing the Business Data Module steps, in order to confirm that the rules steps were successful.
Send one or more emails to each account matching the classification, auto-delete, auto-redirect, auto-reply, auto-acknowledge, and routing rules.
Log in as Email Center Agents belonging to different routing groups.
Confirm the following:
Agents can view all appropriate classifications.
Email counts are consistent with processing rules for each agent.
Inbound emails are routed to the correct classifications.
Emails you want automatically deleted (out of office notifications, etc.) are removed according to your auto-delete rules.
Emails you want automatically redirected to another account are redirected according to your auto-redirect rules.
Automatic replies are generated for appropriate emails according to your auto-reply rules.
Verify that the sending email account receives the correct auto-acknowledgement.
This section covers the steps required to perform the following:
Creating and Configuring Intents
The following tasks are involved in the intent creation process:
Intent Creation Tips:
Consider the variations on these words/phrases that customers may use.
Consider the words or phrases that distinguishes one intent from another.
Do not include specific codes or numbers, for example: product codes, sizes, telephone numbers, order numbers unless they uniquely identify an intent.
The intent name can be up to 50 characters long. It can consist of multiple words separated by a blank space.
Intents should be mutually exclusive and should encompass the complete spectrum of questions that an organization expects to receive.
Use the steps below to create an Intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
Click Create.
In the Intent Name field, type a name for the intent you are creating.
From the list in the Language field, select the language you want to use.
If you selected English as your language, you have the option of enabling theming. To do so, select the Enable Theming box.
In the Keyword Text for Questions field, type a list of question keywords or pieces of text that contain the desired keywords. Remember to separate the entries with a comma (,) or a space.
These are the keywords you would like to match against keywords extracted from incoming email.
In the Keyword Text for Responses, type a list of question keywords or pieces of text that contain the desired keywords. Remember to separate the entries with a comma (,) or a space.
These are the keywords you would like to use to find related documents from the knowledge base repositories.
Click Continue.
The Review Keywords page appears, displaying a list of the keywords you entered.
From the list in the Question Type Keywords area, assign each keyword an appropriate weight by selecting a number for the Weight list.
From the list in the Response Type Keywords area, assign each keyword an appropriate weight by selecting a number for the Weight list.
Click Finish.
The Intent Summary page appears and your new intent is added to the summary list.
You can click the icon in the View Documents column to see which documents your intent pulls from either MES or the Knowledge Base repository.
If your intent is not pulling the correct documents or not pulling them in the desired order, you can adjust each keyword's weight to get the result you want, or you can add or remove keywords from your intent.
Changing The Weight of Keywords in an Intent
Use the steps below to alter the weight of the keywords in an Intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The intent must already exist.
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Update column of the summary table, click the Update icon corresponding to the intent you want to alter.
The Update Intent Keywords page appears.
In the weight field for each keyword, adjust the weight number.
You can adjust the weight number for both question type and response type keywords.
Click Finish.
The Intent Summary page appears.
You can click the icon in the View Documents column to see which documents your intent pulls from either MES or the Knowledge Base repository.
If your intent is not pulling the correct documents or not pulling them in the desired order, you can re-adjust each keyword's weight to get the result you want, or you can add or remove keywords from your intent.
Use the steps below to add keywords to an existing intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The intent must already exist.
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Update column of the summary table, click the Update icon corresponding to the intent you want to alter.
The Update Intent Keywords page appears.
Click Add Keywords.
The Add Keywords page appears.
Type the additional question and response keywords in the provided fields.
Remember to separate the entries with a comma (,) or a space.
Click Continue.
The Review Keywords page appears, displaying a list of the keywords you entered.
Assign each or your question and response keywords a weight.
Click Finish.
The Intent Summary page appears.
You can click the icon in the View Documents column to see which documents your intent pulls from either MES or the Knowledge Base repository.
If your intent is not pulling the correct documents or not pulling them in the desired order, you can adjust each keyword's weight to get the result you want, or you can add or remove keywords from your intent.
Removing Keywords From an Intent
Use the steps below to remove keywords from an intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Update column of the summary table, click the Update icon corresponding to the intent from which you want to remove keywords.
The Update Intent Keywords page appears.
In the Select column, click the box for the keywords you want to remove.
Click Delete.
The selected keywords are removed from the intent.
Use the steps below to delete intents.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Delete column of the summary table, click the Delete icon corresponding to the intent you want to delete.
You receive a warning asking if you are sure you want to delete the selected intent.
Note: Before you can delete an intent, you must remove it's association to all email accounts.
Click Yes.
The selected intent is deleted.
Associating Intents With an Email Account
Use the steps below to associate an intent with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Both the intent and the email account must already exist.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Intents.
The Intent Association page appears.
From the account list, select the email account to which you want to associate an intent.
Move the intents you want to associate with the account from the Available Intents list to the Associated Intents list by either double-clicking each desired intent or selecting each intent and clicking the Move icon.
If you want to associate all of the intents at once, you can click the Move All icon.
Click Apply.
Removing Intent Associations With Email Accounts
Use the steps below to remove the association of an intent with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Intents.
The Intent Association page appears.
From the account list, select the email account from which you want to remove the intent association.
Remove the intents you want from the email account by either double-clicking the intent in the Associated Intents list or selecting each intent and clicking the Remove icon.
If you want to remove all intent associations from the email account, you can click the Remove All icon.
Click Apply.
Creating Categories and Hierarchies in MES
Oracle Email Center uses the Marketing Encyclopedia System (MES) as its document repository. These documents are organized into categories for which a hierarchy can be defined.
MES provides you with the capability to organize documents into various categories (or folders). The MES repository is shared by all CRM applications and hence may contain documents not pertaining to Email Center.
Email templates or style sheets provided to an agent while composing new emails must be stored in MES. You can use these processes to create the categories under which you want to store these templates and then create a hierarchy among these categories.
This process involves the following tasks:
Defining a Hierarchy Among the Categories
Use the steps below to add new MES categories.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You must have assigned a MES Administrator resource role.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Categories. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Categories.
The Category Manager page appears.
If no blank rows are available, click Add Row(s) and, when prompted, type the number of new rows you want to add and click OK.
In the provided fields, type the name of the new category, a description of it, and select it's parent category.
Click Update.
Guidelines
Read the content of the latest Oracle Email Center About Doc for important information about new features, post installation steps and other changes introduced with the release.
Defining a Hierarchy Among the Categories
Use the steps below to create a hierarchy of MES categories.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You must have assigned a MES Administrator resource role.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Categories. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Categories.
The Category Manager page appears, displaying a list of categories.
In the Category Name column find the category that you want to become the sub-category.
From the list in the Parent Category column for that row, select the desired parent category.
Click Update.
MES stores documents of any file type. Thus, documents stored in MES can be created using any third party software or Email Center's Template Editor. Through the SSA Console Template Editor, you can only create HTML type documents, although the content may be in HTML or plain text.
Any document, regardless of its file type can be attached to an outbound email. However an agent will only be able to insert the content of HTML or text file type documents into the body of an outbound email.
When composing a new message or replying to customer email, the Email Center agent has the option to use a Plain Text editor or a Rich Text editor. The latter provides the ability to change font, size, color and format of the text and insert images into the response. Hence, if the response document is an HTML document inserted into the body of the email contains embedded images (for logo etc.) then the original format of the response will only be retained if the agent is using the Rich Text editor.
Email Center agents can also manually browse through the MES categories or search for a specific document using the Knowledge Base tab.
Merge Fields
The use of merge fields in a document enables its content to be dynamic. Email Center recognizes dynamic merge fields only in HTML or text file type documents. You can create highly personalized response documents through the use of merge fields. To include merge fields in a document, they must be enclosed within a special set of tags.
For a required merge field: ((* *))
For an optional merge field: ((? ?))
In the following example:
Dear ((*CP_TITLE*)) ((?CP_FIRST_NAME?)) ((*CP_LAST_NAME*))
At the time an agent selects a document either for inserting or attaching into outbound email, values for merge fields CP_TITLE and CP_LAST_NAME will be required, whereas a value for CP_FIRST_NAME will be optional.
Email Center supports three types of merge fields:
Standard Merge Fields - These are pre-defined in Email Center. Standard merge fields are automatically populated with customer, email account and message information. These merge fields can be inserted directly into a response document or template and do not require a query for extracting the data. These merge fields can also be used as bind variables in a SQL query.
Following is the complete list of Standard Merge fields provided by Oracle Email Center for creating dynamic documents:
Customer Data Available from Customer Detail Page
| Code | Description | Note |
|---|---|---|
| CP_LAST_NAME | Customer Last Name | PERSON_LAST_NAME from HZ_PARTIES table |
| CP_FIRST_NAME | Customer First Name | PERSON_FIRST_NAME from HZ_PARTIES table |
| CP_MIDDLE_NAME | Customer Middle Name | PERSON_MIDDLE_NAME from HZ_PARTIES table |
| CP_PREFERRED_NAME | Customer Preferred Name | KNOWN_AS from HZ_PARTIES table |
| CP_TITLE | Customer Title | PERSON_TITLE from HZ_PARTIES table |
| CP_2ND_TITLE | Customer Second Title | PERSON_ACADEMIC_TITLE from HZ_PARTIES table |
| CP_SUFFIX | Customer Suffix | PERSON_NAME_SUFFIX from HZ_PARTIES table |
| CP_EMAIL_ADDRESS | Customer Email Address | EMAIL_ADDRESS from HZ_PARTIES table |
| CP_PRIMARY_EMAIL | Customer Primary Email Address | Data from HZ_PARTIES table |
| CP_PRIMARY_PHONE | Customer Primary Phone Number | Data from HZ_PARTIES table |
| CP_HOME_PHONE | Customer Home Phone Number | Data from HZ_PARTIES table |
| CP_WORK_PHONE | Customer Office Phone Number | Data from HZ_PARTIES table |
| CP_ADDRESS | Customer Address | Data from HZ_PARTIES table |
| CP_ADDR_LINE1 | Customer Address Line 1 | ADDRESS1 from HZ_PARTIES table |
| CP_ADDR_LINE2 | Customer Address Line 2 | ADDRESS2 from HZ_PARTIES table |
| CP_CITY | Customer Address City | CITY from HZ_PARTIES table |
| CP_STATE | Customer Address State | STATE from HZ_PARTIES table |
| CP_PROVINCE | Customer Address Province | PROVINCE from HZ_PARTIES table |
| CP_POSTAL_CODE | Customer Address Postal Code | POSTAL_CODE from HZ_PARTIES table |
| CP_COUNTY | Customer Address County | COUNTY from HZ_PARTIES table |
| CP_COUNTRY | Customer Address Country | COUNTRY from HZ_PARTIES table |
| CP_ORGANIZATION | Customer Organization | Data from HZ_PARTIES table |
| CP_PARTY_ID | Party ID for the Customer | PARTY_ID from HZ_PARTIES table |
| CP_PARTY_NUMBER | Party Number for the Customer | PARTY_NUMBER from HZ_PARTIES table |
Contact Data Available from Contact Detail Page
| Code | Description | Note |
|---|---|---|
| CON_LAST_NAME | Contact Last Name | Contact Data from HZ_PARTIES table |
| CON_FIRST_NAME | Contact First Name | |
| CON_MIDDLE_NAME | Contact Middle Name | |
| CON_PREFERRED_NAME | Contact Preferred Name | |
| CON_TITLE | Contact Title | |
| CON_2ND_TITLE | Contact Second Title | |
| CON_SUFFIX | Contact Suffix | |
| CON_EMAIL_ADDRESS | Contact Email Address | |
| CON_PRIMARY_EMAIL | Contact Primary Email Address | |
| CON_PRIMARY_PHONE | Contact Primary Phone Number | |
| CON_HOME_PHONE | Contact Home Phone Number | |
| CON_WORK_PHONE | Contact Office Phone Number | |
| CON_ADDRESS | Contact Address | |
| CON_ADDR_LINE1 | Contact Address Line 1 | |
| CON_ADDR_LINE2 | Contact Address Line 2 | |
| CON_CITY | Contact Address City | |
| CON_STATE | Contact Address State | |
| CON_PROVINCE | Contact Address Province | |
| CON_POSTAL_CODE | Contact Address Postal Code | |
| CON_COUNTY | Contact Address County | |
| CON_COUNTRY | Contact Address Country | |
| CON_ORGANIZATION | Contact Organization | |
| CON_PARTY_ID | Party ID for the Contact | |
| CON_PARTY_NUMBER | Party Number for the Contact |
Note: For standard merge field values containing customer and contact data to be automatically populated, the agent must ensure the Customer bin is populated (e.g. the customer lookup for an incoming email has been successful or the agent manually searches for and selects a customer), prior to inserting a document or template.
Agent Data Available from JTF
| Code | Description | Note |
|---|---|---|
| AD_USER_NAME | Agent User Name | This is the FND_USER.USER_NAME (e.g. MRABATIN |
| AD_USER_FULL_NAME | Agent Full Name | Concatenation of Agent's First Name and Last Name |
Miscellaneous Data
| Code | Description | Note |
|---|---|---|
| MD_CURR_DATE | Current Date | Current System Date |
| MD_CURR_TIME | Current Time | Current System Time |
Current Account Data
| Code | Description |
|---|---|
| ACCT_REPLY_TO | Current Account Reply To Address |
| ACCT_FROM_NAME | Current Account From Name |
| ACCT_FROM_ADDRESS | Current Account From Email Address |
| ACCT_SIG | Current Account Signature |
Current Inbound Message Data
| Code | Description |
|---|---|
| INB_EMAIL_ADDRESS | Inbound Message From Address |
| INB_SUBJECT | Inbound Message Subject |
| INB_TO | Inbound Message To Address List |
| INB_CC | Inbound Message Carbon Copy Address List |
| INB_SENT_DATE | Inbound Message Sent Date |
| INB_CLASSIFICATION | Inbound message classification |
Auto Acknowledgement Merge Field Data
| Code | Description |
|---|---|
| ACK_SENDER_NAME | Auto Acknowledgment - Full Name of the Sender |
| ACK_SUBJECT | Auto Acknowledgment - Subject of the Inbound Email |
| ACK_RECEIVED_DATE | Auto Acknowledgment - Email received Date |
| ACK_ACCT_EMAIL_ADDRESS | Auto Acknowledgment - Account email address |
| ACK_ACCT_FROM_NAME | Auto Acknowledgment - Full Name of the Account |
Custom Merge Fields - These merge fields are defined by the administrator. A value for each custom merge field must be manually entered by the agent before inserting or attaching the associated document into an outbound email. At the time when a document is inserted or attached the custom merge field placeholder(s) will be dynamically replaced with the data entered by the agent for each one respectively.
SQL Merge Fields - These merge fields are defined by the administrator. SQL merge fields are automatically populated with information resulting from the execution of a document's associated SQL Query. All SQL merge fields used in a document should correspond to column aliases of the Select statement portion of the document's associated SQL query. If bind variables are present in the Where clause of the SQL statement, the agent will be asked to enter valid values for them prior to executing the SQL query and, subsequently, auto-populating the document's SQL merge fields.
Bind variables do not require the use of merge field tags ((* *)) or ((? ?)).
For example, a document may contain? the following two SQL merge fields: ((*Product)) and ((*Date*)):
Dear customer,
Thank you for your interest in ((*PRODUCT*)). This product will be released on ((*DATE*)).
The query to populate these fields would have the following SELECT statement:
SELECT
PRODUCT_NAME "((*PRODUCT*))",
RELEASE_DATE "((*DATE*))"
FROM …
WHERE …
Note: Ensure that the SQL query is written such that a default value is returned if the query returns no data, otherwise the template/response document cannot be used.
Note: The alias for the column names in the Select clause, should match the name of the merge fields in the document. Do not end the query with a semicolon (;) or forward slash (/).
For the SQL merge fields to be auto-populated after the agent inserts or attaches the document into an outbound email, Email Center requires the selected document to be physically associated with the SQL Query.
This association occurs automatically when the dynamic document is created and published to MES via Email Center's Template Editor. If the dynamic document is not created using Email Center Template Editor, manual association of the document with SQL Query is required.
Note: If you enter a SQL Merge Field in a document, but fail to associate the document with a SQL query, Email Center assumes the merge field is a custom merge field and expects the agent to manually enter a value.
Auto-Acknowledge Templates
To utilize the Auto-Acknowledge features Oracle Email Center provides, you must first create auto-acknowledge templates in MES. These templates should be created as plain text documents or HTML documents, and stored in MES. A small number of "Auto Acknowledge" merge fields should be made available to be used in auto acknowledge templates. These merge fields relate to the information available in the incoming email header:
| Merge Field Name | Description | Example |
|---|---|---|
| ACK_FROM_NAME | From Name | e.g. From field contains: "Joe.Smith"joe.smith@oracle.com" From Name = Joe Smith. If there is no name, this will default to "Customer" |
| ACK_RECEIVED _DATE | Incoming email received date | |
| ACK_REPLY_TO | Master Email Account Reply To value | |
| ACK_SENDER_NAME | Master Email Account Sender Name value | |
| ACK_SUBJECT | Incoming email subject |
You can perform the following tasks:
Creating and Publishing Documents
Uploading and Publishing Documents
Verifying the Document Was Successfully Published
Creating and Publishing Documents
Use the steps below to create and publish a document for MES by using the template editor.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and MES categories must be created.
If you are going to use a custom merge field, then you must have first created and named that custom merge field on the Create Query page.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Editor. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Editor.
The Create Document page appears.
In the Title field, type a name for your document.
In the Description field, provide a short description of the document.
In the Category field, search for and select the appropriate MES category in which you want to create your document.
In the Query Name field, you can search for and associate a query to the document.
Use the provided fields to select the type of merge field you want to use:
If you want to use a standard merge field, from the Standard Merge Field list, select the option you want to use, and click Insert.
If you want to use a custom merge field, type the name of the custom merge field in the Custom Merge Field field, and click Insert.
You can click the Required box to make your merge field required.
Click the hypertext link above the Template Body field to switch from plain text mode to rich text mode.
Rich text mode allows you to format the font of the email, and include an image or hyperlink in the email.
In the Template Body field, type the desired document content. Optionally, you can include the following in the document's content:
One or more standard merge fields by selecting a value from the Standard Merge Field list and clicking Insert.
One or more custom merge fields by entering a value in the Custom Merge Field text field and clicking Insert.
Click the Spell Check hyperlink to check the spelling of your template body text.
To preview the document before you publish it, click Preview.
Click Publish.
A conformation message appears, stating that you successfully published the document.
Uploading and Publishing Documents
Use the steps below to import and publish a document for MES.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and MES categories must be created.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Publish. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Publish.
The Publish Document page appears.
In the Title field, type a title for the document you are going to upload.
In the Description field, provide a short description of the document.
In the Category field, search for and select the appropriate MES category for your document.
Click Upload File.
The Upload File browse box appears.
In the Upload File browse box, click Browse, search for and select the file you want to upload.
Click Upload.
The Publish Document page refreshes and the selected file appears in the Files field.
Click Publish.
A confirmation message is displayed, stating that the new document has been published.
Note: If the documents loaded into MES will be used as suggested responses, a concurrent process needs to be run in order to rebuild the Oracle Text index for MES. You must submit a request to run the Rebuild Help Search Index concurrent process (refer to the Business Data Checkpoint section).
Verifying a Document Was Successfully Published
MES provides a Category page for displaying categories and the documents published under each category. You can verify that a document has been successfully published (via Publish option or via Template Editor) by navigating to the category under which the document was published and viewing the document.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and MES categories must be created.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Browse. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Browse.
The Browse Documents page appears.
In the View column, click the View icon for the desired MES category.
The Browse Documents page refreshes to display all the documents in the selected MES Category.
In the Title column, click the title of the desired document and the contents of the selected document appear in a separate pop-up window.
Use the steps below to remove a MES document you published.
Note: You can only delete documents that you published. You cannot delete documents that have been published by other user names.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and MES categories must be created.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Browse. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Browse.
In the View column, click the View icon for the desired MES category.
The Browse Documents page refreshes to display all the documents in the selected MES category.
In the Select column of the table, select the box for the document you want to remove.
Click Remove.
The page refreshes to display a confirmation message stating that the selected document was deleted.
Use this procedure to create a query.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You must be assigned the JTF_FM_ADMIN role to create queries.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Queries > Create. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Query > Create.
The Create Query page appears.
In the Query Title field, type a unique name for the query that you want to create.
In the Query Description field, type any free-form text that you want to use to describe the query that you are creating.
In the Query String field, type the SELECT statement for the query.
Note: The alias for each column used in the SELECT statement must match the merge field name and must be enclosed within the valid merge field delimiters. To assist in this process, Email Center allows you to insert SQL merge fields. Do not end the query with a semicolon (;) or slash (/).
For example, if the document had following merge fields:
Dear ((*FIRST_NAME*)) ((*LAST_NAME*)),
Thank you for your interest in ((*PRODUCT*)). This product will be released on ((*DATE*)).
The query to populate these fields would have the following SELECT statement:
SELECT CUSTOMER_FIRST_NAME "((*FIRST_NAME*))",
CUSTOMER_LAST_NAME "((*LAST_NAME*)) ",
PRODUCT_NAME "((*PRODUCT*)) ",
RELEASE_DATE "((*DATE*)) "
FROM …
WHERE …
Note: Ensure that the SQL query is written such that a default value is returned if the query returns no data, otherwise the template/response document cannot be used.
In the SQL Merge Field field, type the name of the merge field and click Insert.
An alias name for the column that matches the merge filed is inserted at the end of the text in the Query String Editor.
Note: When typing a SQL merge field, you must use all capital letters. While no white spaces are allowed, you can use numerals and underscores (_).
Note: Since the functionality to insert merge fields cannot recognize the current cursor position in the Query String editor, the merge field always gets inserted at the end of the statement. Therefore, Oracle recommends that you insert the merge fields immediately after typing the corresponding column name.
When the user selects a document that includes SQL merge fields, he/she will be prompted to enter values for the bind variables entered in the WHERE clause unless the bind variable is a "standard" merge field itself. In such a case the bind variable will be populated automatically. The SQL query will be executed using the value for the bind variable when the associated document is previewed, inserted or attached.
Click Validate SQL.
You will be prompted to enter a value for the bind variables used in the query.
Enter a random numeric or varchar value (depending on the data type of the corresponding column) for the bind variable, and click Validate SQL.
You receive a confirmation messages stating that the validation was successful and the prompt you created in the Query String field is added.
If you want to save your work and create the query, click Create.
If you do not want to save your work and want to clear all of the input fields, click Cancel.
A "tag" can be defined as a container of valuable information that can be passed between a vendor and a customer using email as the communication channel. The process of appending such system or customer related data to the outbound email and extracting from an incoming email is referred to as "tagging". The data extracted can then be used for classifying and routing an email or automatically performing a processing action based on the content of the "tag". The ability to tag emails enhances the integration of Oracle Email Center with other E-Business Suite applications, whereby a specified action can be performed based on the presence, absence or value of a specific tag. For example, the outbound email can contain a service request number that is based on an email generated from Oracle TeleService or Oracle TeleSales.
Tags fall into two categories:
System - System tags are seeded key value pairs, which are maintained and processed by the Email Center server processing engine. The following system tags are available:
INTERACTION_ID - Interaction ID for the outbound email
AGENT_ID - The Resource ID for the agent who is sending the email
CUSTOMER_ID - The PARTY ID for the selected customer
The above data will be appended to every outbound email by default. Additionally, other business applications integrated with Email Center can pass a key-value pair relevant to their business using the tag listed below.
BIZ_KEY_VAL - This is a variable key that enables business applications integrating with Email Center to pass values pertaining to their business. For example, the TeleService application may need to append the Service Request number.
Custom - Custom tags are defined by the administrator. These tags are not appended to the email by default but have to be explicitly associated with each email account. The custom tags can be of the following types:
Fixed - These keys have a fixed value.
Query - These keys have a SQL call for retrieving the value at run-time.
Procedure - These keys have a valid PL/SQL procedure call that generates the value of the key at run time.
Once a custom tag is associated with an email account, every outbound email sent from that account will automatically include this tag.
Examples of custom tags:
All outgoing emails sent from a particular account should be flagged as a Priority, so a fixed tag "PRIORITYMAIL" is created with a value of "Priority". When an email is sent from this account it will include this tag. When a customer responds, the tag will be extracted and the incoming email will be classified as a "Priority" email based on the value of the tag and presented accordingly to the agent.
A special offer is included with every outgoing email. This offer is only valid for 10 days after the email is sent out. A query tag "TENDAYOFFER" is created with a value of "select trunc(sysdate) from dual". When an email is sent from this account the SQL query is executed and the resulting value included in the tag. When a customer responds, the tag is extracted and the incoming email routed to the appropriate group of agents depending on whether the reply is within the 10 days.
The ID of the Customer associated with the email message is used to look up sales volume for last month. A procedure tag "SALESVOL" is created with a value of "LOOKUP_UP.SALES_VOLUME". When an email is sent from this account the procedure is executed and the resulting value included in the tag. When a customer responds, the tag is extracted and based on the tag value the email is classified. If the value is >10000 then classify as "Premier Customer", if >5000 and <10000 then "Gold Customer", otherwise "Silver Customer".
Email Center will create a tag for each outbound email comprising of the system tags and custom tags associated with that account and generate a unique encrypted ID. This unique encrypted ID is then enclosed within predefined tag markers and appended to the subject of the outgoing email as shown below:
"Re: Please assist with my issue [REF: 1005218040]".
When a customer replies back, Email Center identifies the tag markers in the subject of the email and extracts the tag ID enclosed within. This tag ID is then decrypted and the corresponding key-value pairs made available to the processing engine for validating the processing rules.
Tag administration involves the following tasks:
Use the steps below to create tags for Email Center.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click theTagssubtab.
The Tags page appears.
Click Create.
The Create Tag page appears.
Enter values for:
Tag ID - Any combination of alphanumeric characters a-z and A- Z, up to 26 characters in length.
Tag Name - Any combination of alphanumeric characters other than double quote ("), less than (<) and greater than (>), up to 50 characters in length.
Type - Select Fixed, Procedure, or Query from the list.
Value - The value depends on the type selected above.
For Fixed type tags any alphanumeric character up to 256 characters is allowed.
For Procedure type tags a valid procedure name should be entered in the "package_name.procedure_name" format.
For Query type tags, a valid query should be entered without a semi-colon (;) or a slash (/) at the end.
Click Create.
The Account Association page appears. Follow the steps in the Associating Tags With Accounts topic to associate this new tag with various email accounts.
Use the steps below to associate tags with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Both the tag and the email account must already exist.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Tags.
The Account Association page appears.
In the Email Account field, select the account name from the list and click Go.
All tags already associated with that account are displayed in teh Associated Tags field and all the available tags are displayed in the Available Tags field.
Select a tag from the Available Tags list.
Click the Move icon to associate the selected tag.
To associate all the available tags, click on the Move All icon.
To remove a tag - account association, select a tag from the Associated Tags list and click on Remove icon.
To remove all tag - account associations click on Remove All icon.
Click Apply to save changes.
Use the steps below to update tags.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Tags subtab.
The Tags page appears.
In the Name column, click the hyperlinked name of the tag you wish to update.
The tag details (ID, Name, Type, and Value fields) are displayed on Update Tag page.
Update the Tag Name, Type or Value fields as necessary.
Click Update to save changes or Restore to undo the changes.
Use the steps below to delete tags.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The tag to be deleted should NOT be associated with any email accounts.
Steps
Click the Administration tab.
Click theTags subtab.
The Tags page appears.
Check the boxes corresponding to the tags you want to delete.
Note: If you realize you have clicked unwanted boxes, you can click Restore to uncheck all boxes. However, the Restore button does not rollback the delete operation. In other words the deleted tags cannot be undeleted by clicking Restore.
Click Delete to delete the selected tags.
Note: A custom tag can only be deleted if it is not associated with any email accounts.
At this point the basic Email Center implementation and configuration should be complete.
Complete the following steps in order to confirm that the business data steps were successful.
Login
HTML Login URL
Forms Login URL
Responsibility
Email Center Agent Console
Email Center Message Component
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Concurrent Programs subtab.
Click Submit a New Request.
Submit a request to run the Rebuild Help Search Index concurrent program.
Send an email to one of the email accounts you defined in Email Center. In the email body, use some of the sample keywords you supplied to create one of the intents you created.
Log in to the HTML Login URL as an Email Center agent (Email Center Agent Console responsibility) and fetch the email.
Verify that the Intent and Suggested Responses relate to the email.
Respond to the email using suggested response document.
Compose a new email using a template stored in the Knowledge Base.
Search for documents in the Knowledge Base and insert into the email.
Send the email and confirm receipt.
Confirm the following:
Suggested responses presented in Reply page.
Customer details displayed in Customer bin (successful customer lookup using email address).
Intents/Suggested Responses and confidence scores available.
Merge fields populated or prompt for entry and successfully inserted into email.
Able to insert/attach suggested response.
Template shown in bin on Compose page.
Merge fields populated.
Categories, hierarchies and documents visible.
Search for documents successful.
Able to insert/attach document from Knowledge Base Tab.
UWQ Inbound Email queues show correct counts.
UWQ Acquired Email queue shows correct counts and email details.
Auto acknowledgement email received.
Outbound Emails contain tag reference in the subject.
After the basic Oracle Email Center implementation and configuration is complete, you can set up the auto-creation and auto-update of service requests.
Steps
If Oracle Email Center will send notification emails, then create one or more email templates that contain the appropriate merge fields. For more information about merge fields, see Merge Fields. The following table shows the merge fields that typically apply to auto-notification with email messages.
| Merge Field | Description |
|---|---|
| ACCT_FROM_ADDRESS | Current Account From Email Address |
| ACCT_FROM_NAME | Current Account From Name |
| ACCT_REPLY_TO | Current Account Reply To Address |
| ACCT_SIG | Current Account Signature |
| ACK_ACCT_EMAIL_ ADDRESS | Auto Acknowledgment - Account email address |
| ACK_ACCT_FROM_NAME | Auto Acknowledgment - Full Name of the Account |
| ACK_RECEIVED_DATE | Auto Acknowledgment - Email received Date |
| ACK_SENDER_NAME | Auto Acknowledgment - Full Name of the Sender of the Inbound Email |
| ACK_SUBJECT | Auto Acknowledgment - Subject of the Inbound Email |
| INB_CC | Inbound Message Carbon Copy Address List |
| INB_CLASSIFICATION | Inbound message classification |
| INB_EMAIL_ADDRESS | Inbound Message From Address |
| INB_SENT_DATE | Inbound Message Sent Date |
| INB_SUBJECT | Inbound Message Subject |
| INB_TO | Inbound Message To Address List |
| MD_CURR_DATE | Current System Date |
| MD_CURR_TIME | Current Current Time |
| SR_NUMBER | Service Request Number |
The remaining Email Center standard merge fields are also available and may be appropriate to use in certain customer or contact scenarios.
In addition, you can use an SQL query to access any other service request attributes.
Set the following IEM profile options as required:
IEM: Integration: Auto Create Service Request Note Type - This profile option indicates the type of note to be used when a note that includes the content of the email body is automatically generated.
IEM: Integration: Service Request Summary Prefix - This profile option indicates the text to be used as a prefix for the service request summary. The email subject will be appended to this prefix and separated by a colon (:).
IEM: Integration: Employee Service Request cannot be created or updated - This profile option indicates what should be done to the email when the auto create service request process fails for an employee email.
IEM: Integration: Redirect Email Address - This profile option specifies the email address to which an email should be redirected if the auto create service request process fails for an employee email.
IEM: Integration: Customer Match Not Found - This profile option indicates what should be done to the email when a unique customer match is not found.
IEM: Integration: Email Notification upon Auto Create Service Request and IEM: Integration: Email Notification upon Auto Update Service Request - These profile options indicate whether the notification that a service request has been auto created or updated be sent via Email Center.
Set up Service: Default Customer Name.
This profile is required for auto creating service requests for employee and contingent worker emails.
Confirm the desired setup of service request attributes based on service request default profile option settings either at the site level or the responsibility level for the Email Center Administrator. The TeleService application handles the defaulting of these service request attributes:
Service Request Owner
Service Request Owner Type
Severity
Status
Urgency
Confirm the setup of other related service request functions such as automatic assignment and task creation. The Oracle TeleService application handles these based on the default profile option settings.
Create Email Parser definitions for use with Service Request Auto-Processing rules. See Creating Email Parser Definitions and Creating Auto-Processing Rules and Associating Them with Email Accounts.
Create Service Request Auto-Processing rules and include any desired Email Parser definitions in them. See Creating Auto-Processing Rules and Associating Them with Email Accounts.
Associate a Service Request Auto-Processing rule with each email account for which such processing is desired. See Creating Auto-Processing Rules and Associating Them with Email Accounts.
In an Email Center notification email, include the associated service request number as part of the tag so that the Email Center processing engine can extract it if a customer or employee responds to the notification. A seeded Update Service Request auto-processing action is performed if the service request number tag is found in the email. When defining a rule of this type, you must also select a valid status code.