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Smart Character Set for Siebel Email Response

Siebel Email Response uses the Smart Character Set feature to support global installations by receiving, displaying, and replying to all email messages with no character corruption. This feature works with both double-byte and single-byte character sets (with and without HTML) and applies to the email message body, MIME attachments, and the Subject line of the email.

The Smart Character Set feature saves the incoming character set so that it can be used later when replying to the email sender. For example, if a customer sends an email in Japanese (for example, using the ISO-2022-JP character set), then this information is saved and used when replying to the email.

By implementing Smart Character Set, all incoming messages from Microsoft Outlook and outgoing messages sent to Web-based email clients (such as Yahoo! and Hotmail) appear properly. For information about supported email clients, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.

Although you can set the character set on a driver, if you specify no character set, then the Smart Character Set feature replies in the character set of the incoming email. For example, if you specify no character set, then an email received in the UTF-8 character set is replied to in the UTF-8 character set. When an email activity is received, Smart Character Set stores the character set in the activity table and contact record so that it can use the character set in F9 Send Email.

Smart Character Set and F9 Send Email

For F9 Send Email, Smart Character Set completes the following tasks:

1. Checks the driver parameter to determine the correct character set.
2. Sends the email in the UTF-8 character set if the driver parameter that specifies the character set has no value.

NOTE:  F9 Send Email is sent in the UTF-8 character set unless you specify a character set when setting the profile.

Smart Character Set and Siebel Email Response

For Siebel Email Response, Smart Character Set completes the following tasks:

1. Uses the message header of the inbound email to determine the correct character set (for example, Content - Type:text/plain;charset=iso-8859-1).
2. Checks the driver parameter to determine the correct character set if no customer record exists.
3. Sends the email in the UTF-8 character set if no driver parameter exists.