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About Siebel Email Response and Outbound Communications

Siebel Email Response allows agents to receive and reply to inbound email messages. Siebel Business Applications provide communications drivers that integrate with a variety of email servers that support SMTP, IMAP, and POP3 protocols. Communications administrators configure profiles, response groups, and workflows to determine how to process inbound email messages. You can configure Siebel Assignment Manager, with Siebel Workflow, to route inbound email.

The Communications Inbound Receiver and Communications Inbound Processor components receive and process inbound email communications. The Communications Outbound Manager component sends outbound email for agent replies and other outbound communications. To enable inbound and outbound communications functionality, you must configure profiles for one of the communications drivers for email. For more information about Siebel Email Response and other outbound communications capabilities, see Siebel Email Administration Guide.

Outbound communications capabilities include the following:

• Agents can send email replies to inbound messages, using Siebel Email Response.
• Agents and other Siebel application users can use the Send Email, Send Fax, and Send Wireless Message commands. Alternatively, you can configure Send Email as a client integration that does not use the Communications Outbound Manager server component. (Send Page is also available but uses the Page Manager component.)
• The ability to send communications content to designated recipients using outbound communication requests. Users can create and submit communication requests manually through the user interface, or requests can be created and submitted programmatically. Several Siebel modules invoke business service methods through workflows to send outbound communications.