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Siebel Email Response Administration Guide
What's New in This Release
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Overview of Siebel Email Response
Fundamentals of Using Siebel Email Response
Siebel Email Response Features
Understanding the Communications Inbound Receiver (CIR) and Communications Inbound Processor (CIP) Server Components
Using Siebel Email Response Analytics
Creating Secure Sockets Layer (SSL) Connections for SMTP and POP3 Drivers
Processing Structured and Unstructured Messages
Processing Responses Based on Service-Level Agreements (SLAs)
Using Siebel Business Process Designer and Routing and Queuing Methods
Using the Spell Check Feature
Analyzing Email Content with Siebel Smart Answer (Optional Module)
Associating Multiple Organizations with Siebel Email Response
Identifying Contacts by Email Addresses
Receiving Email with the Smart Character Set
Deploying Siebel Email Response
Designating an Implementation Team
Implementing Siebel Email Response in an International Environment
Determining How Agents Use Siebel Email Response
Working With Siebel Applications
Understanding the Siebel Email Response Architecture
Understanding Siebel Email Response Workflows
Managing Siebel Server Components to Process Incoming Email
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Planning a Siebel Email Response Deployment
About the Siebel Email Response Tools and Resources
Process of Planning a Siebel Email Response Deployment
Performing a Business Analysis for Your Siebel Email Response Deployment
Gathering System Setup Information for Siebel Email Response
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Completing Basic Setup Tasks
About Setting Up Siebel Email Response
Process of Setting Up Siebel Email Response
Performing Prerequisite Tasks for Siebel Email Response
Performing Setup Tasks for Siebel Email Response
Revising, Testing, and Activating Workflow Processes and Subprocesses
Determining Workflow Status
Revising Workflow Processes
Testing Workflow Processes
Activating Workflow Processes
Implementing Routing and Queuing Processes
Setting Up Communications Server for Siebel Email Response
Setting Up Communications Driver Parameters
Understanding Communications Driver Profiles
Setting Up a Response Group
Creating Templates, Catalogs, and Categories
Using Substitution Fields in Siebel Email Response Templates
Using Solutions and Creating Email Templates
Creating a Catalog and Categories
Creating an HTML Wrapper Template
Managing Template Visibility
Starting Siebel Email Response Server Tasks
Enabling Real-Time Email Processing
Enabling Nonreal-Time Email Processing
Automatically Restarting Server Components
How Real-Time Events Flow Through the Communications Inbound Receiver
Determining the Event State
Possible State Transitions
Scenario for Communications Inbound Receiver Events
Errors Encountered While Processing Events
About Logged Event Types and Subtypes
Stopping Communications Inbound Receiver and Communications Inbound Processing
Enabling a Secure Sockets Layer (SSL) Connection for SMTP and POP3 Drivers
Authenticating a SMTP Server
Setting SSL Server Parameters
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Authenticating a Sender's Email Address
About Authenticating the Email Sender's Email Address in Siebel Email Response
Process of Authenticating a Sender's Email Address
Authenticating a Sender's Email Address Using Employee Email Address
Changing the Lookup Sender Step to Capture Employee Email Address
Changing Related Workflows and Subprocesses
Authenticating a Sender's Address Using an Alternate Email Address
Using Siebel Tools to Create a New Business Object
Changing the Lookup Sender Step to Capture Alternate Email Address
Recapturing the Account Id (Optional)
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Setting Up Siebel Email Response Workflows
About Processing Email with Workflow Manager
Process of Setting Up Email Response Workflows
Using Siebel Email Response Workflow Processes
Determining Siebel Email Response Process Properties
Modifying Frequently Used Siebel Email Response Process Properties
Using Preconfigured Siebel Email Response Workflow Processes
Using the eMail Response - Process Message Workflow
Setting Up a Workflow Process to be Test Mode Enabled (Workflow Decision Point)
Finding Junk Email (Workflow Subprocess)
Parsing Message Workflow Steps
Creating an Activity (Workflow Subprocess)
Enabling Smart Answer (Workflow Decision Point)
Sending an Acknowledgement (Workflow Subprocess)
Routing Email or a Message (Workflow Subprocess)
Using the eMail Response - Process Service Request Workflow
Looking up Email By Organization (Workflow Decision Point)
Getting a Subject Keyword (Workflow Step)
Submitting a Subprocess (SR Submit Workflow)
Querying a Subprocess (SR Query Workflow)
Updating a Subprocess (SR Update Workflow)
Determining the Status of a Subprocess (SR Status Workflow)
Invoking a Help Subprocess (SR Help Workflow)
Invoking the eMail Response - Response Workflow
Invoking the eMail Response - Client Send Mail Workflow
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Global Deployment Setup and Configuration
About Global Deployment Setup and Configuration
Process of Setting Up and Configuring Email Response Global Deployment
Using the Siebel Email Response Smart Character Set
Deploying Siebel Email Response Internationally
Planning a Siebel Email Response Global Deployment
Setting Up Siebel Email Response for International Deployment
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Troubleshooting Siebel Email Response
About Troubleshooting Siebel Email Response
Process of Troubleshooting Email Response
Troubleshooting Siebel Email Response
Using the Communications Inbound Events View
Resolving Nonreal-Time Processing Problems
Resubmitting a Request
Synchronizing Batch Components
Using the Component Statistics and State Value Views
Investigating and Reporting Abnormal Behavior During Processing
Resolving Response Group Issues
Tagging Inbound Emails as Faxes
Changing the Allowed Activity Type
Adding a Conditional Step to the Create Activity Workflow
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Tables and Reference
Solutions and Templates Decision Table
Routing and Queuing Methods Comparison Table
Siebel Email Response and Business Services
Inbound Email Manager Business Service
Inbound Email Database Operations Business Service
How the Internet SMTP/POP3 Driver Processes Email Messages
An Overview of the Processing Flow of Inbound Email Messages
Attachments Created by the POP3 SMTP Driver When Inbound Email is Received
Attachments Created When Outbound Email Is Sent
Upgrading to Siebel Email Response Release 7.7
Siebel Email Response Business Services and Workflow
Siebel Email Response Templates
Siebel Email Response Communications Drivers (Adapters) and Profiles
My Incoming Email and All Incoming Email Views
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Siebel File System Utility
Using the Siebel File System Utility with Siebel Email Response
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