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Siebel Email Response Infrastructure

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 topic and in:

• Performance Factors for Siebel Email Response
• Topology Considerations for Siebel Email Response
• Guidelines 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 Receiver (CommInboundRcvr). Receives and queues inbound work items, and queues them for processing by Communications Inbound Processor.
  • For nonreal-time work items, such as email messages for most deployments of Siebel Email Response, Communications Inbound Receiver queues work items it has received for further processing by Communications Inbound Processor.
  • For real-time work items, such as phone calls for Siebel CTI or email messages for some deployments of Siebel Email Response, Communications Inbound Receiver processes work items it has received. Communications Inbound Processor is not used.
• Communications Inbound Processor (CommInboundProcessor). Processes inbound work items that were queued by Communications Inbound Receiver.
• Communications Outbound Manager (CommOutboundMgr). Sends outbound email or other types of messages.
• Siebel File System Manager (FSMSrvr). Writes to and reads from the Siebel File System. This component 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 might be using Siebel Assignment Manager and Siebel Workflow for routing email messages to agents.

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, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.