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Deploying Siebel Email Response Internationally

In an international deployment of Siebel Email Response, you need to set up an email account (profile) and response group for each language supported by your organization.

For example, if your organization plans to support French and German, then you would set up two profiles and response groups. You might name the French profile and response group, and the German profile and response group Customers send messages to the address that processes their preferred language.

In a Unicode deployment, the database is Unicode and customers can send email messages in different languages such as Japanese, Chinese, English, German, and so on. However, unless you use Siebel Smart Answer and will process email messages only in the languages supported by Smart Answer, you still need to set up a profile for each language.

Siebel Smart Answer can automatically detect several supported languages. For a list of supported languages by Siebel Smart Answer, see the system requirements and supported platforms documentation for your Siebel application. For more information about deploying Siebel Smart Answer internationally, see Siebel Smart Answer Administration Guide.

In an international environment, Siebel Email Response performs the following tasks:

  • Monitors response groups set up for each language that your organization supports.
  • Creates an activity record in the Siebel database that stores the content of the email along with the language of the email message. The original email message is also stored as an attachment to the record.
  • Sends an acknowledgement message using the original language of the message. For example, if a user sends a message in French, an acknowledgement message will be sent to the user in French.
  • Routes an inbound email message to the agent that can best handle the message. The routing is based on assignment rules defined using Assignment Manager and Universal Queuing. For example, a French message will be routed to an agent that has French as a language skill. See Siebel Assignment Manager Administration Guide and Siebel Universal Queuing Administration Guide.
  • Suggests responses or automatically responds to the messages in the sender's native language using Siebel Smart Answer.

    See Siebel Smart Answer Administration Guide on Siebel Bookshelf and Banter Workbench User's Guide on Siebel eBusiness Third-Party Bookshelf.

  • Allows an agent to compose and send messages using templates in a preferred language.

    Agents review messages using a Siebel client and compose and send response messages using response templates. The list of available templates consists of all templates in all languages. Templates are filtered by the language and locale values that are set by the agent in the User Preferences screen. If these user preference fields are not specified, filtering is based on the language and locale of the object manager to which the agent is connected. For example, if the agent's browser is connected to the French object manager, then the templates are filtered based on French.

    When Smart Answer is used, a list of suggested categories is displayed. Solutions and templates are associated with the suggested categories. The agent selects a category in the category list and then selects a solution or template associated with that category from the Body drop-down list. The association of solutions and templates with a category is an administrative function that you perform during Siebel Email Response setup.

    NOTE:  Templates and solutions should be translated into the supported languages that were selected by your organization during the deployment planning stage of your Siebel Email Response implementation.

  • Checks spelling for the most common international languages. For more information, see Using the Spell Check Feature.
Siebel Email Response Administration Guide