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Setting Up Siebel Email Response for International Deployment

Customers can deploy Siebel Email Response in a single environment using different languages if the languages are in the same code page. Agents that use templates for daily replies to inbound messages can filter templates based on the language and locale setting in user preferences.

Completing Prerequisite Setup Tasks for International Deployments

If your organization plans to support multiple languages, make sure to install the language packs for each of the languages supported. The language pack will install the templates used in Siebel Email Response in a specific language. For more information on language pack installation, see the Siebel Installation Guide for the operating system you are using.

If you plan to use Siebel Assignment Manager to assign activities based on language, you need to enable the Assignment Management Group. For additional information, see Siebel Assignment Manager Administration Guide.

For additional information about using Siebel Universal Queuing to assign activities based on language, see Siebel Universal Queuing Administration Guide.

Installing Language Packs and Communications Templates

When you install Database Language packs, the communications templates (containing the correct values for language and locale) associated with Siebel Email Response are installed. You can create additional templates to meet your business requirements, following best practices guidelines. See Creating Templates For International Deployments.

Setting Up Email Accounts for Supported Languages

You will need to set up an email account for each language that you plan to support.

In your email server, create one response group per language. Each of these response groups will be used to handle messages in different languages. If your installation supports French and German messages, then set up two response groups (for example, fra_support@yourcompany.com and deu_support@yourcompany.com). For French messages, users have to send their messages to fra_support@yourcompany.com. For German messages, users will have to send their messages to deu_support@yourcompany.com.

Configuring Response Groups For International Deployments

To be able to reply to email messages in more than one language, you need to create a response group for each language and associate a profile with it. For example, if you plan to receive French messages, create a Response Group named "FRA Response Group" and associate the profile fra_support@yourcompany.com with the response group.

Each response group will monitor a particular language response group. You will need to create one response group per language. For example, the Communication Inbound Receiver for French will monitor the profiles associated with FRA Response Group.

For each response group, you need to pass the MsgDefaultLanguageCode input argument (contains the default language of the email message) to the following workflows:

• eMail Response - Process Message
• eMail Response - Process Service Request

MsgDefaultLanguageCode is an argument in the workflow process. It specifies the language that the workflow process uses to set the language of an activity record created. For example, when a user sends an email to fra_support@yourcompany.com, an activity record is created and the language of the activity is FRA. Based on the activity language, Assignment Manager and Universal Queuing can assign the activity to the agent that handles French emails. For a list of input parameters to configure response groups, see Adding Input Arguments to a Response Group.

For more information on how to create profiles and response groups, see Setting Up Communications Server for Siebel Email Response and Siebel Communications Server Administration Guide.

Creating Templates For International Deployments

When creating templates in international deployments, follow the convention of naming the templates in English and include the language and locale. This will help maintain consistency. It is the naming convention used by Siebel Systems for translating the standard templates used by Siebel Email Response into the languages Siebel Systems supports. It is recommended that you follow the same naming convention.

Additionally, if you create templates, additional logic must be added to the workflow so that they can be invoked from the workflow process and so that Workflow will be able to detect the language of the template.

For instruction on how to create templates, see Creating Templates, Catalogs, and Categories and Siebel Communications Server Administration Guide.

Providing Language Support For International Deployments

The following should be considered in a Siebel Email Response international deployment:

• Email addresses containing non-ASCII characters are displayed and processed correctly by Siebel Email Response. However, when an outbound email contains non-ASCII characters in the email address, the non-ASCII characters are changed to Xs before the email is sent to the recipient.

  NOTE:  Generic Internet email addresses should not contain non-ASCII characters.

• One response group can handle only one language. If you support multiple languages, you need to set up a response group for each language.
• Siebel Email Response does not perform language detection. To detect languages, you must license Siebel Smart Answer. If you do not license Siebel Smart Answer, if an email message is sent to the wrong response group, the language of the activity record will be the default language that is specified in the input argument of the response group. For additional information about supported languages, see Siebel System Requirements and Supported Platforms on Siebel SupportWeb.
• Messages that are in languages that do not fall in the Windows code page 1252 or code page 8859-1 appear as undisplayable characters.

  When you work with a monolingual or multilingual deployment or a non-Unicode database deployment, you might receive messages in languages that are not supported by the environment.

  Because the Subject and Body cannot be converted, they appear as undisplayable characters. These emails are not processed by Siebel Email Response, no activities are created, and the email is sent as an attachment in email format to the administrator for review (if you set up the administrator email profile).

• Communications Inbound Receiver and Communications Inbound Processor allow the use of most widely-used character sets including 1252 / Latin-1, Shift-JIS, ISO-2022-JP (mail JIS), EUC-JP, and UTF-8.
• When Siebel Email Response replies to email messages, the prefix strings are in English and are not translated to the various languages supported.

  For more information about supported languages, see Siebel System Requirements and Supported Platforms on Siebel SupportWeb.