Bookshelf v7.5: End-User Procedures for Send Email

Siebel Call Center User Guide > Siebel eMail Response and Send eMail >

End-User Procedures for Send Email

The following procedures are included in this section:

Setting Outbound Communications Preferences for Send Email

This section describes how to set user preferences that only affect the Send Email command. Additional user preferences that affect both Send Email and eMail Response are discussed in End-User Procedures for eMail Response.

To set Outbound Communications preferences for Send Email

From the application-level menu, choose View > Site Map > User
Preferences > Outbound Communications.

In the Outbound Communications form, complete the fields in the Send Email section of the form, and save the record.

The following table describes some of the fields.


Field	Comments
Default Message Format	Specifies the type of formatting to use for outbound email messages that are sent using the Send Email command. Available values are HTML and Plain Text. For more information about HTML formatting, see Using HTML Controls in Call Center Outbound Email.
Default Profile	Specifies the default communications profile for a user to use for the Send Email and Send Fax commands. The profile stores various communications settings and provides access to the communications driver that transfers information between the Siebel software and the email/fax server. For example, a profile for the Internet SMTP/POP3 Server driver handles outbound communications using the SMTP protocol. You have access to any profiles that are associated with your Siebel responsibility setting, and to any profiles that you create for your personal use by using the My Profiles view in the Communications screen. The ability to create personal communications profiles is not available for some responsibility settings. The default profile information is copied to the From field in the Send Email and Send Fax windows. You can specify a different profile by choosing another value from the drop-down list for the From field.
Default Recipient Class	In some contexts, the Send Email and Send Fax commands let you choose email or fax recipients from data stored in certain fields of the current record. If you choose a recipient based on one of these current field values, the Default Recipient Class setting specifies the default choice for where recipient email or fax address information will be populated in the outbound message. Choices are To, Cc, and Bcc. For example, you might generally want to populate recipients to the To field. However, depending on your typical activities or workflow and on your company's business needs, it may be more appropriate to populate recipients to the Cc or Bcc field instead of the To field.
Email Client	Determines which of the following will be used when the Send Email command is selected: Send Email window for Siebel applications Microsoft Outlook email client Lotus Notes email client
Siebel/Lotus Form	Specifies the user's preferred outbound email form when Email Client is set to Lotus Notes, if the user prefers a default form other than the form specified by the Siebel administrator at the server level. For information about creating outbound forms, see Siebel Communications Server Administration Guide.
Siebel/Outlook Form	Specifies the user's preferred outbound email form when Email Client is set to Microsoft Outlook, if the user prefers a default form other than the form specified by the Siebel administrator at the server level. For information about creating outbound forms, see Siebel Communications Server Administration Guide.
Upon Sending Messages Generate	Specifies activity generation for messages sent using the Send Email, Send Fax, Send Wireless Message, and Send Page commands. Options are: No Activity. No activity record is generated by sending an outbound message. Private activities. Sets the Internal flag to TRUE for an activity record generated by sending an outbound message, so that only the message sender can view the activity record. Public activities. Sets the Internal flag to FALSE for an activity record generated by sending an outbound message, so that the activity record can be viewed by other users, in addition to the message sender. The specific results of the Internal flag being set to FALSE or TRUE depend on your Siebel implementation. Consult your Siebel administrator for more information.

Using the Send Email Command

The Send Email command can be used from any screen in Siebel Call Center, and from many screens in other Siebel applications. In different contexts, different email templates can be selected from the Send Email dialog box, to standardize and improve efficiency for recurring types of communications.

Each call center user can set a user preference to determine the type of software that responds to the Send Email command. By default, the Send Email command displays the standard Send Email dialog box for Siebel applications. However, if Microsoft Outlook or Lotus Notes email client software is installed on the user's workstation, a user preference can be set to display the Microsoft Outlook email client window or the Lotus Notes email client window, depending on which software is present.

The standard functionality of the selected email client software is available while the email message is composed and sent. If the selected email client software is Microsoft Outlook or Lotus Notes, a copy of the message is placed in the user's folder for sent messages. The window for the individual message closes when the message is sent, but the email client software remains running in the background until closed.

For information about how to set the Email Client user preference, see Setting Outbound Communications Preferences for Send Email.

For information about the specific versions of Microsoft Outlook and Lotus Notes that are supported, see the system requirements and supported platforms documentation for your Siebel application. Release notes and system requirements and supported platforms documentation for all Siebel applications can be found on Siebel SupportWeb.

The following procedure describes how to send an email message using the Send Email window for Siebel applications.

To use the Send Email command

From any screen in Siebel Call Center, choose File > Send >Email from the application-level menu, or press the F9 key.

A Recipient/Template dialog box may appear, depending on the actions you take.

If the Recipient/Template dialog box is displayed, complete the fields, which may include the following, and then click OK:

A recipient for the message, based on a current record value.

A template for the message, based on the current screen, view, language, and locale. Click Change Language/Locale to change these settings, which may affect available templates.

An optional literature item or other file attachment. You will also have the option of adding attachments from the email client window that appears next.

NOTE: If you need to close the Recipient/Template dialog box before sending the email message, be sure to click Cancel, rather than the X-shaped Close icon in the upper right corner of the dialog box. If you click the Close icon instead of Cancel, Siebel Call Center may record an activity even though the email is never sent.

Use one of the following methods to complete and send your email message:

If you are using a third-party email client, complete and send the email according to the provider's instructions.

If you are using the Send Email window for Siebel applications, complete the fields.

The following table describes some of the fields.


Field	Comments
From	Automatically populated with the value of the Default Profile setting in the Outbound Communications view of the User Preferences screen.
To:	Email addresses for one or more intended recipients. In some contexts, this field is automatically populated with data from the currently selected record. When the To button is clicked, the address dialog box appears, listing contacts, prospects, and employees. If you select a record in the address book, be sure to select the check box in the To field before you click OK. If the selected record contains a valid email address, that address appears in the To: field of the Send Email window.
CC:	Optional. Email addresses for additional recipients. When the Cc button is clicked, the address dialog box is displayed. If you select a record in the address book, be sure to select the check box in the CC field before you click OK.
BCC:	Optional. Email addresses for additional recipients. Addresses for BCC recipients are hidden from other recipients. When the Bcc button is clicked, the address dialog box is displayed. If you select a record in the address book, be sure to select the check box in the BCC field before you click OK.
Subject	Optional. Ordinarily indicates the general topic discussed in the email you are sending, or the purpose of the email. In some contexts, this field is automatically populated with data from the currently selected record or the selected email template.
Body	Text of the email being sent.
Attachments	Lists files that are attached to the email you are sending. Automatically populated based on your selections in the Attachments dialog box. For information about attaching a file to an email message, see Adding Attachments, Literature, and URLs to Email.

When you are ready to send the message, click Send.