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Oracle Email Center Implementation Guide
Release 12.1
Part Number E13594-04
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Oracle Email Center Implementation Guide

Contents

Title and Copyright Information

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Preface

Introduction

Oracle Email Center Overview
Features
Architecture
      Email Center Architecture
      Oracle Email Center Components
      Email Processing
Responsibilities
Concepts
      Auto-Create Service Request
      Auto-Delete
      Auto-Redirect
      Auto-Reply
      Auto-Route to Agent
      Auto-Update Service Requests
      Queue Access
      Default Customer
      Default Resource
      Document Retrieval
      Download Processor
      Email Classifications
      Email Threading
      Execute Custom Procedure
      IMAP Server
      Intent Processing
      Knowledge Base Repositories
      Local Message Store
      Merge Fields
      Notes
      Oracle Text
      Oracle Text Processing
      Service Requests
      SMTP Server
      Spell Checker
      Tags
      Using Email Center Editors
      Wrap-Up Reason

Dependencies and Integration Points

Dependencies
      Internet Message Access Protocol (IMAP) Server
      Simple Mail Transfer Protocol (SMTP) Server
      Oracle Text
      Customer Interaction History (IH)
      Knowledge Base Systems (KB)
      Concurrent Manager
      Resource Manager
System Requirements
Service Requests
Email Center Enabling Business Applications
Installing Oracle Email Center
Accessing Oracle Email Center
Related Documentation

Implementation Overview

Process Description
Implementation Task Sequence
Oracle Email Center Administration Overview
      Email Accounts
      Email Processing Rule Types
      Intents
      Email Parser
      Email Tags
      Knowledge Bases
      Resource Manager

Implementation Tasks

Configuring the Download Processor
Configuring the Outbox Processor
Starting Concurrent Programs
Defining an Administrator for Oracle Email Center Administration
Creating a Default Customer
Creating a Default Resource
Setting Profile Options
Creating Email Accounts
Creating Oracle Email Center Agents and Administrators
Configuration Checkpoint: Verification
Configuring Processing Rules
Rules Checkpoint: Verification
Configuring Business Data
Business Checkpoint: Verification
Setting Up Auto-Creation and Auto-Update of Service Requests

Administration Tasks

Email Center Site Profile Options
Email Accounts
Rules Library
Intents
Email Parser
Tags
Purge
Documents
Queries
Custom Dictionary
Resource Groups
Download Processor
Outbox Processor
Concurrent Programs
Migration

Diagnostics and Troubleshooting

Diagnostics
Troubleshooting
Frequently Asked Questions

Download Processor FAQs

Download Processor