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Siebel eMail Response Administration Guide > Completing Typical Setup Tasks >

Basic Setup Instructions

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You must complete the following tasks before you can use eMail Response.

Revise and activate workflow processes. Siebel Business Process Designer controls the way incoming email is processed. You must activate each workflow on the Business Process Administration screen before using eMail Response.
Implement your routing and queuing application. Tasks depend on the routing and queuing application you choose to implement. You can choose one of the following applications:
Use Siebel Assignment Manager to create new assignment rules that route email to an agent who has the appropriate skills.
Use Siebel Universal Queuing to create an email channel, routes, and escalation rules, and associate escalation rules with routes.

NOTE:  If you have chosen to use a third-party routing and queuing product, consult that product's documentation for implementation instructions.

Set up Communications Server for eMail Response. You use the Communications Administration screen to assign values to communications driver fields (such as, email server name) and create eMail Response driver profiles and response groups.
Create templates, a catalog, and categories. Use the Communications Administration screen to create templates. Use the Catalog Administration screen to create a catalog and categories. This includes associating templates and solutions with categories.
Start Communications Inbound Manager and Communications Outbound Manager. If you change your eMail Response setup after implementation, you must stop and restart the Communications Inbound Manager and Communications Outbound Manager server components so that your changes take effect.

If you purchase Siebel Smart Answer (optional module), set it up using Siebel Smart Answer Administration Guide after you complete your eMail Response setup.

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