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End-User Procedures for eMail Response and Send Email
This section describes the following end-user procedures for working with both eMail Response and Send Email functionality:
Setting Shared Outbound Communications Preferences
The outbound communications preferences that are shared by eMail Response and Send Email are related to situations where call center agents communicate with customers and other contacts using multiple languages. For information about configuring Siebel software to use multiple languages, see Global Deployment Guide.
To increase efficiency for call center agents who communicate with customers in multiple languages, user preferences can be set to filter the list of available email templates based on language and locale. For example, an agent uses both English and French to communicate with customers. If the Language user preference is set to French, French email templates are listed when the user selects an email template.
The Locale user preference provides a way to distinguish between templates that are appropriate for different countries that use the same language. For example, you might want templates for France and for Quebec to contain different contact information.
For information about how to associate individual email templates with specific Language and Locale settings, see Siebel Communications Server Administration Guide.
For information about outbound communications preferences that affect only eMail Response functionality, see Setting Communications Preferences for eMail Response. For information about outbound communications preferences that affect only Send Email functionality, see Setting Outbound Communications Preferences for Send Email.
To set shared Outbound Communications preferences
- From the application-level menu, choose View > Site Map > User
Preferences > Outbound Communications.- In the Outbound Communications form, complete the fields in the form; some fields are described in the following table.
- Click Save.
Setting Spell Check Preferences
Siebel Spell Check can be used with the Siebel eMail Response application and the Send Email, Send Fax, Send Page, and Send Wireless Message features.
Siebel Spell Check dictionaries are available in several languages. All language dictionaries are installed regardless of the default language selected during installation. You can change your Spell Check default language in User Preferences.
An agent can add words to a custom dictionary. Custom user dictionaries are stored on the server so you can use any available workstation and still have access to the entire dictionary.
To change default spell check options
- From the application-level menu, choose View > User Preferences.
The Profiles view appears.
- In the Profiles view, select Spelling from the Show drop-down list.
- In the Spelling form, make the necessary changes, and save the form.
The follow table describes options. The changes take effect the next time an agent uses spell check.
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Siebel Call Center User Guide Published: 18 April 2003 |