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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

  1. From the application-level menu, choose View > Site Map > User
    Preferences > Outbound Communications.
  2. In the Outbound Communications form, complete the fields in the form; some fields are described in the following table.

    3. Field
    Comments
    Language
    Specifies the Language that will be used for filtering available email templates. If Language is not specified in this user preference setting, the application inherits the Language setting of the Siebel Object Manager. The user can still select the Language at run time for individual email messages.
    Locale
    Specifies the Locale that will be used for filtering available email templates. If Locale is not specified in this user preference setting, the application inherits the Locale setting of the Siebel Object Manager. The user can still select a Locale at run time for individual email messages.

  3. 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

  1. From the application-level menu, choose View > User Preferences.

    2. The Profiles view appears.

  2. In the Profiles view, select Spelling from the Show drop-down list.
  3. In the Spelling form, make the necessary changes, and save the form.

    4. The follow table describes options. The changes take effect the next time an agent uses spell check.

    Spell Check Preference Field
    Default
    Description
    Ignore UPPERCASE Words
    Off
    When off, spell check questions words in all caps, such as SMTP or CD and asks whether they are correct.
    Ignore Mixed Case Words
    Off
    When off, spell check questions words such as eMail and asks whether they are correct.
    Ignore Internet Names
    Off
    When off, spell check questions words such as
    support@siebel.com and
    http://www.siebel.com/
    Ignore HTML Tags
    On
    When on, spelling is not checked for any text enclosed in angle brackets (<>) or any text that follows an unmatched left angle bracket (<).
    Ignore Words with Digits
    Off
    When off, spell check does not questions words such as POP3.
    Always Check Spelling Before Sending
    Off
    When off, spell check does not check the spelling of the email body when the agent clicks Send. Applies to eMail Response reply messages. Does not apply to Send Email messages.
    Report Capitalization Errors
    On
    When on, spell check questions capitalization errors such as PLEase.
    Default Spell Checking Language
    Installation language
    The current default language dictionary used to check spelling. The initial default language is the language specified during the Siebel system installation.
    Agents may change their default language at any time. A new default spell checking language will take effect the next time an agent invokes spell checking.


 Siebel Call Center User Guide 
 Published: 18 April 2003