Siebel Email Response Administration Guide > Overview of Siebel Email Response >

Fundamentals of Using Siebel Email Response

Siebel Email Response allows organizations to manage and respond to a high volume of incoming email. It has a browser-based user interface, accesses a single company-wide customer information database, and can be used with other Siebel eBusiness applications.

Siebel Email Response and Siebel Communications Server are installed with the Siebel Server and work together to receive email and send responses. Siebel Communications Server supports and integrates communications channels used to communicate with customers. The following Communications Server components handle email traffic to and from Siebel Email Response.

  • Communications Inbound Receiver (CIR) pulls email from the email server, converts the email into event data, and creates an SRM request for Communications Inbound Processor.
  • Communications Inbound Processor (CIP) receives the events from Communications Inbound Receiver and processes them using workflows.
  • Communications Outbound Manager manages outbound communications with customers. Siebel Email Response uses the Communications Outbound Manager server component to send responses.

In addition to handling email traffic, the Communications Server can support a multichannel toolbar when you install Siebel Universal Queuing. This toolbar includes buttons used by agents to access different communications channels, such as voice and email. Many Siebel products, such as Siebel Email Response and Siebel Call Center, use the communications toolbar to allow agents to initiate outgoing communications and accept incoming communications using any supported communications channel. For details about Communications Server components and the communications toolbar, see Siebel Communications Server Administration Guide.

Siebel Email Response performs the following tasks:

  • Monitors one or more mailboxes on your email system.
  • Parses an inbound email message for various fields, such as Sender, Message Body, and Message attributes for further processing.
  • Creates an activity record in the Siebel database for each inbound email and stores the content of the email in fields within the new record.
  • Sends an acknowledgment message to let the sender know that the sender's email has been received.
  • Routes an inbound email message to an agent, based on parameters such as agent skills, when integrated with Siebel Business Process Designer and Siebel Assignment Manager or Siebel Universal Queuing.
  • Automatically routes an email message to an agent.

    NOTE:  You can use Siebel Smart Answer (optional module) with Siebel Email Response to also receive a suggested response to an email.

  • Allows an agent to compose and send a response message using templates configured for your company's needs. Templates save agents' time and give them preapproved responses to send to customers.
  • Includes a spell-checking feature to improve the accuracy of messages.
  • Accesses customer data and history in one customer information database.
  • Provides international support for companies that receive email messages from customers around the world in the following ways:
    • Many different international languages. For information on supported languages, see Siebel System Requirements and Supported Platforms on Siebel SupportWeb.
    • Unicode support. Organizations can deploy Siebel Email Response around the globe, without requiring separate Siebel environments.
Siebel Email Response Administration Guide