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Siebel eMail Response Architecture Overview

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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.
Siebel Server Components Process Incoming 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.

Figure 1. Siebel eMail Response Architecture Overview

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