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About Global Deployments for Siebel Email Response

If you want to use Siebel Email Response for global responses, then you must configure it accordingly. Siebel Email Response setup and configuration steps are the same for each deployment type. For more information, see Siebel Global Deployment Guide.

In a global deployment of Siebel Email Response, you must set up an email account (profile) and a response group for each language that your organization supports.

For example, if your organization supports French and German, then set up two profiles and response groups. You might name the French profile and response group fra_support@example.com and the German profile and response group deu_support@example.com. Customers send messages to the address that processes their preferred language.

In a Unicode deployment, the Siebel database is Unicode, and customers can send email messages in different languages such as Japanese, Chinese, English, German, and so on. However, you still must set up a profile for each language.

In a global environment, Siebel Email Response performs the following tasks:

• Monitors the response groups that you set up for each language that your organization supports.
• Creates an activity record in the Siebel database that stores the content of the email along with the language of the email message. The original email message is also stored as an attachment to the record.
• Sends an acknowledgement message using the original language of the message. For example, if a user sends a message in French, then an acknowledgement message is sent to the user in French.
• Routes an inbound email message to the agent who can best handle the message. The routing is based on assignment rules you define using Assignment Manager or based on criteria that a custom routing and queueing solution uses. For example, a French message is routed to an agent with a French language skill. For more information, see Siebel Assignment Manager Administration Guide.
• Enables an agent to compose and send messages using templates in a preferred language.

  Agents review messages using a Siebel client and compose and send response messages using response templates. The list of available templates consists of all templates in all languages. Templates are filtered by the language and locale values that the agent sets in the User Preferences screen.

  If the agent does not specify these user preference fields, then filtering is based on the language and locale of the object manager to which the agent is connected. For example, if the agent's browser is connected to the French object manager, then the templates are filtered by using the French language.

  NOTE:  You translate templates and solutions into the supported languages that your organization selects during the deployment planning stage of your Siebel Email Response implementation.

• Checks spelling for the most common international languages. For more information, see Spell Check.