Bookshelf Home | Contents | Index | Search | PDF |
Siebel eMail Response Administration Guide > Overview of Siebel eMail Response >
Siebel eMail Response Architecture Overview
Siebel Server and eMail Response process incoming emails and handle the replies. Figure 1 illustrates the processes discussed in this section. The outlined area in Figure 1 is shown in detail in Figure 2.
- Customer Sends an Email. A customer may send an email or complete and submit a Web form. This overview focuses on what happens when a customer sends an email.
- Communications Inbound Manager receives the incoming email.
- Siebel Business Process Designer processes the incoming email, invoking the appropriate routing and queuing process to assign the email to an agent.
- Siebel eMail Response processes the agent's reply.
- Communications Outbound Manager returns the reply to the customer.
Bookshelf Home | Contents | Index | Search | PDF |
Siebel eMail Response Administration Guide Published: 21 April 2003 |