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Siebel eMail Response Infrastructure

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Siebel eMail Response uses Communications Server components to enable contact center agents to read and respond to inbound email messages.

It is important to understand the infrastructure that supports Siebel eMail Response communications in order to prevent or address performance issues in this area.

Siebel eMail Response performance is addressed in this section and in:

• Performance Factors for Siebel eMail Response
• Topology Considerations for Siebel eMail Response
• Best Practices for Siebel eMail Response Tuning

Key Server Components

Siebel eMail Response is supported in the Siebel Server environment primarily by the following components:

• Communications Inbound Manager (CommInboundMgr). This server component, and related elements such as workflow processes and response groups, receives and processes inbound email for Siebel eMail Response. This component may also route communications work items by invoking Siebel Universal Queuing.
• Communications Outbound Manager (CommOutboundMgr). This server component sends outbound email.
• Siebel File System Manager. This server component writes to and reads from the Siebel File System. It stores inbound messages prior to processing and stores attachments to inbound and outbound email messages.

Other Siebel Components or Modules

In addition to Siebel eMail Response, you may be using the following Siebel components or modules:

• Siebel Smart Answer. This module analyzes the content of email and search requests and returns an automatic response or suggests one or more responses to the user for approval.

  Siebel Smart Answer is based on third-party products from Banter. Refer to Siebel Smart Answer Administration Guide and consult "Banter" documentation provided on Siebel eBusiness Third-Party Bookshelf.

  For more information, see Performance for Siebel Smart Answer.

• Siebel Assignment Manager. This module may be used for routing email messages to agents.
• Siebel Universal Queuing and session communications components. If you are using Siebel Universal Queuing to route email work items, then additional session communications components apply. The communications toolbar is enabled in the Siebel application to support accepting new work items.

  For more information, refer to Session Communications Infrastructure and Performance for Siebel Universal Queuing.

Third-Party Email Server

Siebel eMail Response works in conjunction with your third-party email server. Review information presented in documentation for your email server for any requirements that affect your deployment. For information about supported email servers, refer to System Requirements and Supported Platforms.

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