This chapter covers the following topics:
Use the Profile hyperlink to set the Email Center Site Profile Options.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Profile hyperlink.
From the side panel, click the Email Center hyperlink.
The Email Center Site Profile Options page appears.
Set the following profile options:
Default Spell Checking Dictionary - This profile option specifies the language used when spell checking your email messages. From the list, select the dictionary for the appropriate language you want to use for spell checking.
Spell Check Messages Before Sending - This profile option lets you determine whether Oracle Email Center will automatically start the spell checking process prior to sending your message. Select Yes, to have the spell checker automatically begin. If you select No, you can still manually check the spelling in your email messages.
Default Customer Number - As explained above, a valid customer record is required for recording interactions. Email interactions for which either a customer could not be identified automatically or selected manually by an agent will be recorded against this "Default Customer". To select a previously created customer record as the default, perform the following steps:
Click the flashlight icon.
The "Email Center Default Customer Search" screen pops up.
Select the search criteria by checking the corresponding radio button(s).
Enter the search criteria.
Click Search.
The customer records that match the search criteria are displayed.
Check the radio button of the appropriate customer record.
Click Apply.
The search window closes automatically and the Default Customer Number profile option is populated.
Cache Update Frequency - This profile option determines the frequency with which the Email Center Agent Console cache is refreshed. You can enter any number between 5 and 60, the unit of measurement being minutes.
Default Resource Number - All interactions must also be associated with a valid resource. Since Email Center includes automated processing actions that do not involve an agent (resource), we need a resource number to record interactions for the same. Use the Resource Manager application (as explained in the "Creating Resources" section) to create or search for a resource that will be used by default. Make a note of the resource number and enter it in the "Default Resource Number" profile option.
Default Service Request Status Template - When you select a template in this profile option, upon creating a Service Request, the title of the template is displayed as a hyperlink in the Service Request container with "Insert" and "Attach" options underneath it. This enables agents to insert a predefined SR status template with a single click rather than having to browse through the Knowledge Base repository for templates. In the Default SR Status Template field, search for and select the template you want to use as your default service request template.
Reply to All - This profile option provides the ability to reply to all recipients copied on the incoming email. If an incoming email contains multiple email addresses in the "To" and "Cc" fields, then each of those addresses are automatically applied (copied) to the outbound response as well. From the list, select Yes or No.
Include Incoming Attachments when Replying - If you set this profile option to Yes, then the original attachments will automatically be attached to the reply being composed and the titles of the attachments will be displayed in the "Attachments" section. From the list, select Yes or No.
Number of Intents With Pre-fetched Responses - This profile option sets the number of intents against which Email Center will match keywords to produce response documents. If an incoming email maps to more intents than specified by this profile option, the agent can view the additional response documents by clicking More, then clicking the appropriate intent names.
Click Update.
To receive email messages in Email Center, you must first have accounts on an IMAP compliant mail server. These accounts must then be defined in Email Center. You can use the Email Accounts subtab in the Email Center Administration Console to set up and maintain these email accounts. The Email Accounts subtab also allows you to assign agents to email accounts, associate processing rules to email accounts, associate intents with email accounts, and associate tags with email accounts.
To receive email messages in your Email Center, you must create email accounts on your IMAP compliant email server. Once created on the email server, these email accounts must be defined using the accounts functionality of the Email Center Administration console.
Email Account Settings
| Field Name | Description |
|---|---|
| Email Address | This is the combination of the email account name - a unique name that identifies the account in the system, and the domain name for the email account. |
| Display Name | Default name representing the sender of emails from this account. See the Email Center Site Profiles section for more details on how this name is used. |
| Description | Allows you to type a description for the account. This description will appear in the Email Account Details section of the Summary page. |
| Reply To | A valid email account name (e.g. support@oracle.com) to which you wish to have '"reply" email messages sent in response to an outgoing email sent from this account. If you leave this field blank, the address specified in the Email Address field will be used. |
| Return Path | Allows you to specify an alternate return path for email replies. If you leave this field blank, the same return path will be used as for the address specified in the Email Address field. |
| Status | Allows you to set the status of the email account to "Active" or "Inactive". When the status is set to “Active”, Email Center validates that the email account exists on the mail server and the following folders exist for that email account:
Email Center will automatically create the above folders if they do not exists. Please note that these folder names are case sensitive. |
| Account Name | This is the account name that is displayed in the Email Center Agent Console and Message Component. This account name must already exist on the IMAP compliant email server before setting the account to "Active" in Email Center. |
| Password | Password to access the email account. |
| Re-enter Password | Confirmation of the password to access the email account. |
| IMAP Host | Host name for the incoming email server. |
| IMAP Port | Port number for the incoming email server. Default value is 143. |
| SMTP Host | Host name for the outgoing email server. |
| SMTP Port | Port number for the outgoing email server. Default value is 25. |
| Language | Language of the incoming emails being sent to this account. This is used to tie the email account being defined to a specific language for intent processing. Email Center supports intent processing in multiple languages and this ability is accomplished using the assumption that an email account receives email of the same language. |
| Account Type | Allows you to set the account type to "External" or "Internal". External accounts are defined to receive emails from external parties such as customers, partners, resellers, and so on. Internal accounts are set up to receive emails from internal employees. |
| Allow Queue Access | Allows you to indicate whether or not the account is enabled for queue access. If this field is marked Yes, then all the underlying classification queues under this email account are enabled for access by selective picking of emails. |
| Intent Analysis | Allows you to determine the method by which Email Center extracts keywords for intents. "Themes" can only be used with the English language. |
| Spell Checking Dictionary | Allows you to use the default site dictionary for spell checking, or specify a particular dictionary language to use. |
| Customized Processing Flow | Email Center ships with default workflow called the 'Mail Pre-processing' workflow. If you are planning to implement any customizations to the out-of-the-box Email Center application, you can force the email processing to invoke your customizations by enabling this field. |
| Default Email Template Category | Allows you to specify a default category for email templates. If you do not select a category, templates will not appear on the Compose or Reply pages of the Email Center Message Component. |
| Sender Name for Outbound Email | Allows you to specify whether you want the agent's name of the name you typed in the Display Name field to appear as the sender name on outbound email. |
Use this procedure to create email accounts.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account must already exist on the HTML compliant email server before setting it's status to "Active" in Email Center.
You should know your IMAP and SMTP host names and port numbers.
Steps
Click the Administration tab.
In the side panel, click Summary.
The Email Accounts page appears displaying all of the email accounts that have been defined for your Email Center system.
Click Create.
Provide all of the mandatory information and any optional information you want to include.
Tip: If you have not implemented any customizations in the Mail Preprocessing workflow, you should select the "Disabled" value for the Customized Processing Flow field. Setting the value to "Disabled" reduces Email Center processing time that would otherwise be used to call and execute the Mail Preprocessing workflow.
Click Apply.
Note: You cannot update the email account name or the domain name. To change these, you must first delete the account and create a new one with the correct email account name and domain.
Use this procedure to update your email accounts.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account must already exist on the HTML compliant email server before setting it's status to "Active" in Email Center.
You should know your IMAP and SMTP host names and port numbers.
Steps
Click the Administration tab.
In the side panel, click Summary.
The Email Accounts page appears displaying all of the email accounts that have been defined for your Email Center system.
In the Update column, click the Update icon for the account you want to modify.
Modify the fields as you need.
Click Apply.
You are returned to the Summary page and you receive a confirmation note stating that the selected account has been modified.
You can delete email accounts by using the accounts functionality of the Email Center Administration Console.
Email accounts cannot be deleted if:
Email messages exist that were composed as responses to an email message sent to the email account, and which have not been sent.
Agents are associated with the email account.
Email messages have been received but have not yet been processed.
Email messages exist in the queues for the email account or email messages exist in the classification folder for the email account.
When email accounts are deleted, the following items are also deleted:
The associations of Email Center classifications and the email account
The associations of Email Center routes and the email account
The associations of the email processing rules and the email account
The associations of custom tags and the email account
The associations to MES document search categories and the email account
Intents associated with the email account
Use this procedure to delete email accounts.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account must already exist on the HTML compliant email server before setting it's status to "Active" in Email Center.
You should know your IMAP and SMTP host names and port numbers.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
In the side panel, click Summary.
The Email Accounts page appears displaying all of the email accounts that have been defined for your Email Center system.
In the Select column, select the box for the email account you want to delete.
In the Delete column, click the Delete icon (trashcan) for the email account you want to delete.
Repeat the previous step for each email account you want to delete.
Duplicating an Email Account
Use the steps below to duplicate an existing email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account you want to duplicate must already exist.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
In the side panel, click Summary.
The Email Accounts page appears displaying all of the email accounts that have been defined for your Email Center system.
In the Select column, select the box for the email account you want to duplicate.
Click Duplicate.
The Create Email Account page appears, with the IMAP and SMTP server information populated for the new account. Additional parameters are also automatically copied to reflect the values selected in the email account from which the account is duplicated.
Provide all of the mandatory information and any optional information you want to include.
Click Apply.
Assigning Agents to Email Accounts
Use this procedure to assign an agent to an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Both the email account and the agent must already exist in the system.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
In the side panel, click Agents.
The Agents and Accounts Assignment page appears.
From the Assign list, select Agents to Accounts and click Go.
From the list in the Email Account field, select the email account to which you want to assign an agent and click Go.
The Assign an Agent to an Email Account page refreshes with the list of available agents displayed in the Available Agents list. The Assigned Agents list displays the list of agents that had previously been assigned to the email account.
Note: A number is listed in brackets next to agent names displayed in the Assigned Agent list. This number represents the number of email messages that are currently in the agent's Inbox for the account.
If you want to assign selective agents to the email account, do one of the following.
From the Available Agents list, double click to select the agent that you want to assign to the email account.
From the Available Agents list, select the agent(s) that you want to assign to the email account and then click the Move icon.
Note: You can select multiple agents by holding down the Shift key or the Ctrl key.
If you want to assign all available agents to the email account, click the Move All icon.
If you want to save your work and assign the agent(s) to the email account, click Apply.
A confirmation message appears indicating that the agent(s) has been successfully assigned to the email account.
Removing Agents from Email Accounts
You can remove agents from email accounts so that they will not be able to access email messages sent to the account. However, agents can only be removed (unassigned) if there are no fetched email messages for that agent.
Use this procedure to remove assigned agents from an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The agent must already be assigned to the email account.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
In the side panel, click Agents.
The Agents and Accounts Assignment page appears.
From the Assign list, select Agents to Accounts and click Go.
The Assign an Agent to an Email Account page reappears with the list of available agents displayed in the Available Agents list. The Assigned Agents list displays the list of agents that had previously been assigned to the email account.
Note: A number is listed in brackets next to agent names displayed in the Assigned Agent list. This number represents the number of email messages that are currently in the agent's Inbox for the account.
If you want to remove selective agents from the email account, from the Assigned Agents list, select the agent(s) that you want to remove from the email account and then click the Remove icon.
Note: You can select multiple agents by holding down the Shift key or the Ctrl key.
Note: Agents can only be removed (unassigned) if there are no fetched email messages for that agent, meaning that the number in brackets, after the agent name, is zero (0).
If you want to remove all assigned agents from the email account, click the Remove All icon.
If you want to save your work and remove the assigned agent(s) from the email account, click Apply.
A confirmation message appears indicating that the agent(s) has been successfully removed (unassigned) from the email account.
Assigning Email Accounts to Agents
Use this procedure to assign email accounts to an Agent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Both the email account and the agent must already exist in the system.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
In the side panel, click Agents.
The Agents and Accounts Assignment page appears.
From the list in the Assign field, select Accounts to Agents and click Go.
Enter the search criteria to search for the agent(s) you want to assign to an email account.
If you want to search for an agent using the agent's user name, in the Agent User Name field, type the name of the agent.
If you want to search for an agent using the first name of the agent, in the First Name field, type the first name of the agent.
If you want to search for an agent using the last name (family name) of the agent, in the Last Name field, type the last name of the agent.
If you want to search for an agent assigned to a specific resource group, from the Resource Group list, select the resource group.
If you want to search for an agent based on their assigned Email Center resource roles, from the Resource Role list, select the resource role.
Click Search.
The agent search results appears listing the agents which were found to match the given search criteria.
In the Select column, select the agent you want to assign to email accounts.
Click Assign Email Account.
The Agents and Accounts Assignment page refreshes with the list of available email accounts displayed in the Available Email Account list. The Assigned Email Account list displays the list of email accounts that had previously been assigned to the agent.
Note: A number is listed in brackets next to email account names displayed in the Assigned Email Account list. This number represents the number of email messages that are currently in the agent's Inbox for the account.
If you want to assign selective email accounts to the agent, do one of the following.
From the Available Email Accounts list, double click to select the email account that you want to assign to the agent.
From the Available Email Account list, select the account(s) that you want to assign to the agent and then click the Move icon.
Note: You can select multiple accounts by holding down the Shift key or the Ctrl key.
If you want to assign all available email accounts to the agent, click the Move All icon.
If you want to save your work and assign the email account(s) to the agent, click Apply.
A confirmation message appears indicating that the email account(s) has been successfully assigned to the agent.
Removing Email Accounts from Agents
Use this procedure to remove assigned email accounts from an Agent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account must already be assigned to the agent.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
In the side panel, click Agents.
The Agents and Accounts Assignment page appears.
From the list in the Assign field, select Accounts to Agents and click Go.
Enter the search criteria to search for the agent(s) for whom you want to remove an assigned email account.
If you want to search for an agent using the agent's user name, in the Agent User Name field, type the name of the agent.
If you want to search for an agent using the first name of the agent, in the First Name field, type the first name of the agent.
If you want to search for an agent using the last name (family name) of the agent, in the Last Name field, type the last name of the agent.
If you want to search for an agent assigned to a specific resource group, from the Resource Group list, select the resource group.
If you want to search for an agent based on their assigned Email Center resource roles, from the Resource Role list, select the resource role.
Click Search.
The agent search results appears listing the agents which were found to match the given search criteria.
In the Select column, select the box next to the agent user name of the user for whom you want to remove assigned email accounts.
Click Assign Email Account.
The Agents and Accounts Assignment page refreshes with the list of available email accounts displayed in the Available Email Account area. The Assigned Email Account list displays the list of email accounts that are currently assigned to the agent.
Note: A number is listed in brackets next to email account names displayed in the Assigned Email Account list. This number represents the number of email messages that are currently in the agent's Inbox for the account.
If you want to remove selective email accounts from an agent, from the Assigned Email Account list, select the account(s) that you want to remove from the agent and then click the Remove icon.
Note: You can select multiple accounts by holding down the Shift key or the Ctrl key.
Note: Accounts can only be removed (unassigned) if there are no fetched email messages for that agent, meaning that the number in brackets, after the email account name, is zero (0).
If you want to remove all assigned email accounts from the agent, click the Remove All icon.
If you want to save your work and remove the assigned email account(s) from the agent, click Apply.
A confirmation message appears indicating that the email account(s) has been successfully removed (unassigned) from the agent.
Associating Classification Rules
For incoming emails addressed to a specific account to be assigned to the respective queue, one or more classifications must be associated to that email account. This account association must be enabled in order for a classification to be executed. A classification must be associated to an account before the classification queue (bearing the same name as the classification rule) appears for that account. Classifications that are not enabled will not be executed. Classification priorities are used to determine the order in which each classification and its rules are executed. The priority of each classification is unique; the priority can be changed; and, in doing so, it will affect the values of other classification priorities. By default, newly defined classifications are assigned the lowest priority among the existing classifications.
Use the following steps to associate a classification rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign classification rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the classification rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Classification.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Classification Name column, select the classification rule you want to associate to the email account.
Ensure the Enabled checkbox is selected.
Click Apply.
The selected classification rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the classification by clicking the hyperlinked name in the Classification Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second classification rule is associated to the email account.
If you are associating additional classification rules to an email account, use the Priority list on the Assign Email Processing Rules page to determine a hierarchy among the classification rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Auto-delete rules allow you to control the automatic deletion of inbound emails without processing them. If the criteria in an auto-delete rule is met by an incoming email message, further processing of the email is terminated. This type of rule will prevent the processing of junk email such as bounced messages and spam.
Use the following steps to associate an auto-delete rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-delete rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-delete rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Delete.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-delete rule you want to associate with the selected email account.
Ensure the Enabled box is checked for each auto-delete rule you want to use.
Click Apply.
The selected auto-delete rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-delete rule by clicking the hyperlinked name in the Rule Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-delete rule is associated to the email account.
If you are associating additional auto-delete rules to an email account, use the Priority list to determine a hierarchy among the auto-delete rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Associating Auto-Acknowledge Rules
Auto-acknowledgements are confirmation emails that are sent for every incoming email received by an email account. These emails simply confirm receipt of the incoming email and may provide some indication of when the customer can expect a response. Auto-acknowledgements do not contain any content that is used to respond to a customer enquiry.
Upon successful execution of the auto-acknowledge rule, Email Center will ignore other auto-acknowledge rules of a lower priority and continue processing the email.
Use the following steps to associate an auto-acknowledge rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-acknowledge rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-acknowledge rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Acknowledge.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-acknowledge rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-acknowledge rule you want to use.
Click Apply.
The selected auto-acknowledge rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-acknowledge rule by clicking the hyperlinked name in the Rule Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-acknowledge rule is associated to the email account.
If you are associating additional auto-acknowledge rules to an email account, use the Priority list to determine a hierarchy among the auto-acknowledge rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Associating Auto-Processing Rules
Auto-processing rules define the processing actions that are automatically performed on incoming emails. Such actions include creating or updating service requests or executing custom procedures.
Use the following steps to associate an auto-processing rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-processing rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-processing rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Processing.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-processing rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-processing rule you want to use.
Click Apply.
The selected auto-processing rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-processing rule by clicking the hyperlinked name in the Rule Name column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-processing rule is associated to the email account.
If you are associating additional auto-processing rules to an email account, use the Priority list to determine a hierarchy among the auto-processing rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Associating Auto-Redirect Rules
Auto-redirect rules enable you to redirect the incoming email to another Oracle Email Center account or an external email address. Oracle Customer Interaction History will be recorded in both cases.
If an old email address or account is terminated then a auto-redirect rule can reroute emails received for that old account to a new account. When an email is rerouted to another Oracle Email Center account, the email will be reprocessed based on rules defined for that account.
Auto-redirect to an external email address enables incoming emails to be redirected to an agent's external email address if the agent currently cannot log into the Oracle Email Center application
Use the following steps to associate an auto-redirect rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-redirect rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-redirect rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Redirect.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-redirect rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-redirect rule you want to use.
Click Apply.
The selected auto-redirect rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-redirect rule by clicking the hyperlinked name in the Email Processing Rules by Type column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-redirect rule is associated to the email account.
If you are associating additional auto-redirect rules to an email account, use the Priority list to determine a hierarchy among the auto-redirect rules.
Note: Rules cannot share the same priority level.
Auto-reply rules allow you to determine whether you want to automatically reply to an incoming email using a specified document.
Use the following steps to associate an auto-reply rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign auto-reply rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the auto-reply rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Reply.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the auto-reply rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each auto-reply rule you want to use.
Click Apply.
The selected auto-reply rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the auto-reply rule by clicking the hyperlinked name in the Email Processing Rules by Type column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second auto-reply rule is associated to the email account.
If you are associating additional auto-reply rules to an email account, use the Priority list to determine a hierarchy among the auto-reply rules.
Note: Rules cannot share the same priority level. In general, you should assign a high priority to more specific rules and a low priority to generic rules.
Associating Document Retrieval Rules
Document retrieval rules allow you to determine whether you want the response document retrieval process to be based on matching keywords extracted from the incoming email to the keywords in documents stored in the Knowledge Base repositories, or based on a mapping of the incoming email to a specific category in Marketing Encyclopedia System (MES).
Different categories can be selected for different conditions defined using the rules engine.
Use the following steps to associate a document retrieval rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign document retrieval rules, must already exist on the email server and be defined in Email Center.
Before you can assign a processing rule to an email account, you must first create the processing rule. When using keyword matching rules, intent processing must be enabled for the account to which you are associating the rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
From the list in the Email Account field, select the email account to which you want to assign the document retrieval rule(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Add/Delete column, click the add icon (plus sign) corresponding to Document Retrieval.
The Account Association page appears.
Ensure that the correct email account is displayed in the Email Account field.
From the list in the Rule Name column, select the document retrieval rule you want to associate to the selected email account.
Ensure the Enabled box is checked for each document retrieval rule you want to use.
Click Apply.
The selected document retrieval rule is added to the summary view table and it's name is displayed as a hyperlink in the Email Processing Rules by Type column. You can view the components of or update the document retrieval rule by clicking the hyperlinked name in the Email Processing Rules by Type column.
A drop-down list also appears in the Priority column. A priority of 1 (highest) is the only available selection until a second document retrieval rule is associated to the email account.
If you are associating additional document retrieval rules to an email account, use the Priority list to determine a hierarchy among the document retrieval rules.
Note: Rules cannot share the same priority level.
Routing rules allow you to designate rules for routing incoming emails to the original agent, or a specified group of agents.
By assigning routing rules to accounts, you are assigning primary and default destinations to which you want the email to be routed. Remember that "Original Agent" is available as a choice for Primary destination and "All Groups" is available as a choice in Default destination. If the route is satisfied, the primary destination is the first choice; however, if the primary destination is not valid for any reason, the email will be routed to the default destination. If the default destination is also not valid, then the email will be routed to "All Groups".
To ensure that every email is processed, by default an email will get routed to all agents assigned to that email account if:
The administrator does not associate any routing rule to that email account OR
All the routing rules assigned to that account fail.
Note: This page only allows you to assign existing processing rules to existing accounts. Both the rule you want to assign and the account to which you want to assign the rule, must already exist.
Use the following steps to associate a routing rule with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The accounts to which you will assign routing rules, must already exist on the email server and be defined in Email Center.
You must have at least one resource group, that contains a resource (agent) who has been assigned to the email account and has one of the Email Center roles assigned, in order to use that resource group when routing an email.
Before you can assign a processing rule to an email account, you must first create the processing rule.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears.
In the Add/Delete column, click the add icon (plus sign) corresponding to Routing.
The Account Associations page appears.
From the Email Account field, select the email account to which you want to associate the routing rule, and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account.
The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
From the list in the Name column, select the routing rule you want to associate to the selected email account.
From the list in the Primary Destination field, select the agent or resource group to which you want to route email.
Note: If you want to route the email back to the original agent, select Original Agent, from the list.
From the list or resource groups in the Default Destination field, select the group to which you want to route the email.
Note: The routing engine will check the validity of a Destination group before routing an email to that group; if the group does not contain a valid set of resources, the email is routed to the Default Destination Group. If the Default Destination Group does not contain a valid set of resources, the email is routed to all agents assigned to the email account.
Note: You can select All Groups if you want to route the message to all groups.
Click the Enabled box to enable the rule.
Click Apply.
The selected routing rule is added to the summary view table and it's name is displayed as a hyperlink in the Rule Name column. You can view the components of or update the routing rule by clicking the hyperlinked name in the Name column.
Repeat steps 5-10 to associate another route with the same email account <optional>.
To remove a route account association, click Delete icon (trash can) in the Add/Delete column corresponding to the routing rule association you want to remove.
Deleting Processing Rule Associations
If you decide you do not want a particular processing rule assigned to an email account, the Email Center Administration console allows you to delete it's assignment to that account.
Use the steps below to delete a processing rule assignment to an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Processing Rules.
The Assign Email Processing Rules page appears.
From the list in the Email Account field, select the email account from which you want to delete the processing rule assignment(s) and click Go.
The summary view table on the Assign Email Processing Rules page refreshes to display any existing processing rules assigned to the selected email account. The number of rules currently assigned to the email account appears in parentheses for each type of processing rule in the Email Processing Rules by Type column.
In the Email Processing Rules by Type column, click the + sign icon for the rule type containing the processing rule assignment you want to delete.
The summary view table expands to display all processing rules of the selected type that are associated to the selected email account.
Note: You must expand the rule type before you can delete its rule assignments.
In the Select column, click box corresponding to the rule association you to delete, and click Delete.
The association is deleted and you receive a confirmation note stating that the rule and email account association has been removed successfully.
Associating Intents With Email Accounts
Use the steps below to associate intents with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account and the intent must already exist.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Intents.
The Intent Association page appears.
From the list in the account field, select an account with which you want to associate an intent.
From the Available Intents list, double-click to select each intent that you want to associate to the email account, or click the intent and click Move.
If you want to assign all of the intents listed in the Available Intents list at once, click Move All.
The selected Intents move from the Available Intents field to the Associated Intents field
Click Apply.
Removing Intent Associations
Use the steps below to remove intent associations with an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account and the intent must already be associated.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Intents.
The Intent Association page appears.
From the list in the account field, select an account with which you want to associate an intent.
From the Associated Intents list, double-click to select each intent that you want to remove from the account, or click the intent and click Remove.
If you want to remove all of the intents listed in the Associated Intents list at once, click Remove All.
The selected intents move from the Associated Intents field to the Available Intents field
Click Apply.
Associating Tags to Email Accounts
Email Center utilizes two categories of tags:
System - System tags are seeded key value pairs, which are maintained and processed by the Email Center server processing engine.
Custom - Custom tags are defined by the administrator. These tags are not appended to the email by default but have to explicitly associated with each email account.
Once a custom tag is associated with an email account, every outbound email sent from that account will automatically include this tag.
Note: This page only allows you to assign existing custom tags to existing accounts. Both the custom tag you want to assign and the account to which you want to assign the tag, must already exist.
Use the steps below to associate custom tags to email accounts.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Both the tag and the email account must already exist.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Tags.
The Account Association page appears.
In the Email Account field, select the account name from the list and click Go.
All tags already associated with that account are displayed in teh Associated Tags field and all the available tags are displayed in the Available Tags field.
Select a tag from the Available Tags list.
Click the Move icon to associate the selected tag.
To associate all the available tags, click on the Move All icon.
To remove a tag - account association, select a tag from the Associated Tags list and click on Remove icon.
To remove all tag - account associations click on Remove All icon.
Click Apply to save changes.
Removing Tag Associations
Use the steps below to remove tag associations from email accounts.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The email account and the tag must already be associated.
Steps
Click the Administration tab.
Click the Email Accounts subtab.
From the side panel, click Tags.
The Account Association page appears.
From the list in the Accounts field, select the account from which you want to remove the tag association.
From the Associated Tags list, double-click to select each tag that you want to remove from the account, or click the tag and click Remove.
If you want to remove all of the tags listed in the Associated Tags list at once, click Remove All.
The selected tags move from the Associated Tags field to the Available Tags field
Click Apply.
The Email Center Administration console provides an interface where you can define rules for all processing and automated processing actions, including:
Classification - This rule type is defined to determine the classification or category of an email. For each classification associated to an email account, a folder of same name will be created for that account.
Auto-Delete - This type of rule pertains to automatically deleting incoming emails such as bounced messages or spam without processing it.
Auto-Acknowledge - This type of rule pertains to sending an auto-acknowledgement to the sender of the email.
Auto-Processing - This type of rule pertains to processing actions that will be performed automatically on the incoming email such as update the status of an existing service request or execute a custom procedure. An inbound parser definition can be associated with an auto-processing rule.
Auto-Redirect - This type of rule pertains to automatically redirecting emails to different accounts.
Auto-Reply - This rule type pertains to either automatically replying to an incoming email using specified documents.
Document Retrieval - This rule pertains to retrieving probable response documents.
Routing - This rule type pertains to routing an email to an agent or resource group of agents.
Classifications are user-defined categories or queues that emails are placed in depending upon their properties and content. For example, classifications could be used to define various service levels, distinguish between customers, etc. Classifications can also be used by the routing engine as one of the criteria upon which an email is delivered to a group of agents. You define a classification rule to determine the classification or category of an email. A rule is composed of a set to keys, operators, and values. Many rules can be combined, using rule chaining, to create a complex classification rule.
A classification must be associated to an account before the classification queue (bearing the same name as the classification rule) appears for that account.
Use the following steps to create a classification rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click theRules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Classification.
The Create Classification page appears.
In the Classification Name field, type a name for the classification you are creating.
Optionally, in the Description field, type a short description for the classification.
From the list in the Classification Type field, select Static or Dynamic and click Go.
Static classifications classify based on specific criteria you designate using conditions (key/operator/value).
Dynamic classifications classify based on criteria Email Center does not know out of the box. For example: if you wanted to classify incoming emails as "Gold" based on revenue statistics which exist in some customized table or external system, you can write a procedure that determines the value parameter by which the email would be classified as "Gold" or not.
If you selected Static, the Create Classification page refreshes to display a rules creation area with fields for designating the key, operator and value for each rule you create.
From the list in the Key field, select a key for the classification rule you are creating.
From the list in the Operator field, select an operator for the classification rule you are creating.
From the list in the Value field, search for and select, or type a value for the classification rule you are creating.
If you selected Dynamic, the Create Classification page refreshes to display a procedure area where you can define the procedure name and variables you want to use.
Note: When creating dynamic classification rules, please follow the TIP guidelines on what kind of procedures can be used. The procedure will fail if the procedure does not follow the criteria specified in the TIP.
In the procedure Name field, type a name for the procedure you will use for your dynamic classification.
In the list in the OUT Parameter Type field, select the data type you want to use for your classification.
From the list in the Operator field, select an operator for the classification rule you are creating.
From the list in the Value field, search for and select, or type a value for the classification rule you are creating.
Click Create.
The Email Processing Rules page refreshes and the new classification rule is displayed in the summary view table.
Auto-delete rules allow the automatic deletion of inbound emails without processing them. If the criteria in an auto-delete rule is met by an incoming email message, further processing of the email is terminated and the email is delivered to the Delete folder for the particular account with which the rule is associated. This type of rule will prevent the processing of junk email such as bounced messages and spam.
Use the following steps to create an auto-delete rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administrationtab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Delete.
The Create Auto-Delete Rule page appears.
In the Name field, type a name for the auto-delete rule you are creating.
Optionally, in the Description field, type a short description for the auto-delete rule.
From the list in the Key field, select a key for the auto-delete rule you are creating.
From the list in the Operator field, select an operator for the auto-delete rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-delete rule you are creating.
If you are adding multiple conditions to the rule, from the Rule Chaining list, select the operator which you want to use for the chaining of the rules you define. The field default value is And.
Note: If And is selected, every condition defined must be evaluated as true in order for the rule to be used. If Or is selected, the rule will be applied if any of the conditions contained in it are evaluated as true. Conditions are evaluated in the order that they are listed.
Repeat steps 6-8 for each condition you want to add to the rule.
Click Create.
The Email Processing Rules page refreshes and the new auto-delete rule is displayed in the summary view table.
Creating Auto-Acknowledge Rules
Auto-acknowledgements are confirmation emails that are sent for every incoming email received by an email account. These emails simply confirm receipt of the incoming email and may provide some indication of when the customer can expect a response. Auto-acknowledgements do not contain any content that is used to respond to a customer enquiry.
An "All emails" option is provided. In most cases you may want to send an acknowledgment to all emails received apart from the ones that get automatically deleted. You can easily do so by checking the "All Emails" box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-acknowledge rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want to be more specific as to which incoming emails receive an auto-acknowledgement, you can use the provided key/operator/value combinations to set specific conditions for when an auto-acknowledgement will be sent out.
Since the only action possible for the auto-acknowledge rule type is to send out an email acknowledgement, you can select the MES category and the specific template from the provided lists.
Upon successful execution of the auto-acknowledge rule, Email Center will ignore other auto-acknowledge rules of a lower priority and continue processing the email.
Use the following steps to create an auto-acknowledge rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Auto-acknowledge templates must already have been created in MES.
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Acknowledge.
The Create Auto-Acknowledge Rule page appears.
In the Name field, type a name for the auto-acknowledge rule you are creating.
Optionally, in the Description field, type a short description for the auto-acknowledge rule.
If you want to send an auto-acknowledgement to all emails coming into the email account to which this rule is associated, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-acknowledge rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you do not want auto-acknowledgements to go out to all emails, use the Key, Operator, and Value fields to specify the conditions when an auto-acknowledgement should be sent to an incoming email.
From the list in the Key field, select a key for the auto-acknowledge rule you are creating.
From the list in the Operator field, select an operator for the auto-acknowledge rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-acknowledge rule you are creating.
Repeat step 7 for each condition you want to add to the rule.
If you are adding multiple conditions to the rule, from the Rule Chaining list, select the operator which you want to use for the chaining of the rules you define. The field default value is And.
Note: If And is selected, every condition defined must be evaluated as true in order for the rule to be used. If Or is selected, the rule will be applied if any of the conditions contained in it are evaluated as true. Conditions are evaluated in the order that they are listed.
From the list in the Category field, select the template category that contains the template you want to use for your auto-acknowledgement.
From the Template field, select the template you want to use for your auto-acknowledgement.
Click Create.
The Email Processing Rules page refreshes and the new auto-acknowledge rule is displayed in the summary view table.
Creating Auto-Processing Rules
Auto-processing rules define the processing actions that are automatically performed on incoming emails. Such actions include creating and updating service requests, or executing custom procedures.
Note: You can also use auto-processing rules to automatically create service requests. Please refer to the Concepts chapter and the Auto-processing Rules section of the Implementation Tasks chapter of the Oracle Email Center Implementation Guide for detailed information about configuring the auto create service request feature.
Use the following steps to create an auto-processing rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Processing.
The Create Auto-Processing Rule page appears.
In the Name field, type a name for the auto-processing rule you are creating.
Optionally, in the Description field, type a short description for the auto-processing rule.
If you want the auto-processing rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-processing rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your auto-processing rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the auto-processing rule should be applied to an incoming email.
From the list in the Key field, select a key for the auto-processing rule you are creating.
From the list in the Operator field, select an operator for the auto-processing rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-processing rule you are creating.
Optionally, repeat steps 7 for each condition you want to add to the rule.
If you are adding multiple conditions to the rule, from the Rule Chaining list, select the operator which you want to use for the chaining of the rules you define. The field default value is And.
Note: If And is selected, every condition defined must be evaluated as true in order for the rule to be used. If Or is selected, the rule will be applied if any of the conditions contained in it are evaluated as true. Conditions are evaluated in the order that they are listed.
From the list in the Action field, select the action you would like your auto-processing rule to perform.
Select parameter values that depend on the action that you selected in step 10:
If you selected Update Service Request as the action in the step above, then select a status code from the drop-down list available.
If you selected Create Service Request as the action in the step above, then do the following:
From the Email Parser list, optionally select a parser definition.
If you do not select a parser definition, then the application creates a service request based on simpler rules that pass only customer information to it.
From the Service Request Type list, select a type.
From the Notification Template field, search for and select a template.
If you selected Execute Custom Procedure/Workflow as the action in the step above, then enter the name of a valid predefined PL/SQL procedure.
If applicable, in the Notification Template field, search for and select a notification template.
Click Create.
The Email Processing Rules page refreshes and the new auto-processing rule is displayed in the summary view table.
Auto-redirect rules enable you to redirect the incoming email to another Oracle Email Center account or an external email address.
Use the following steps to create auto-redirect rules.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Redirect.
The Create Auto-Redirect Rule page appears.
In the Name field, type a name for the auto-redirect rule you are creating.
Optionally, in the Description field, type a short description for the auto-redirect rule.
From the Action list, select whether you want to redirect emails to an internal or external email account, and click Go.
If you want the auto-redirect rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-redirect rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your auto-redirect rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the auto-redirect rule should be applied to an incoming email.
From the list in the Key field, select a key for the auto-redirect rule you are creating.
From the list in the Operator field, select an operator for the auto-redirect rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-redirect rule you are creating.
Optionally, repeat the previous step for each condition you want to add to the rule.
Be sure to select how you want the conditions joined together from the Rule Chaining list.
For redirects to external accounts:
In the Email Address field, type the address to which you want to redirect incoming email.
From the Category list, select the template category containing the template to be used as the message body for the redirected email message.
From the Template list, select the template you want to use as the message body for the redirected email message.
For redirects to internal accounts, from the Email Address list, select the account to which you want to redirect the message.
Click Create.
The Email Processing Rules page refreshes and the new auto-redirect rule is displayed in the summary view table.
Auto-reply rules allow you to determine whether you want to automatically reply to an incoming email using a specified document.
Use the following steps to create an auto-reply rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Auto-Reply.
The Create Auto-Reply Rule page appears.
In the Name field, type a name for the auto-reply rule you are creating.
Optionally, in the Description field, type a short description for the auto-reply rule.
If you want the auto-reply rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the auto-reply rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your auto-reply rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the auto-reply rule should be applied to an incoming email.
From the list in the Key field, select a key for the auto-reply rule you are creating.
From the list in the Operator field, select an operator for the auto-reply rule you are creating.
From the list in the Value field, search for and select, or type a value for the auto-reply rule you are creating.
In the Action area, use the Category, Document, and Insert/Attach fields to specify the category and document you want to include, as well as how the document should be included with the reply.
From the list in the Category field, select the MES category that contains the document you want to use.
From the list in the Document field, select the document you want to use for your auto-reply.
From the list in the Insert/Attach field, select whether you want to insert the document into the body of the reply, or attach it to the reply.
Note: The order in which you select your documents will be the order in which they are inserted into or attached to the response.
Click Create.
The Email Processing Rules page refreshes and the new auto-reply rule is displayed in the summary view table.
Creating Document Retrieval Rules
Document retrieval rules allow you to determine whether you want the response document retrieval process to be based on matching keywords extracted from the incoming email to the keywords in documents stored in the Knowledge Base repositories, or based on a mapping of the incoming email to a specific category in Marketing Encyclopedia System (MES).
Use the following steps to create a document retrieval rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click theRules Library subtab.
The Email Processing Rules page appears, displaying a summary view table of all email processing rule types.
In the Add/Delete column, click the add icon (plus sign) corresponding to Document Retrieval.
The Create Document Retrieval Rule page appears.
In the Name field, type a name for the document retrieval rule you are creating.
Optionally, in the Description field, type a short description for the document retrieval rule.
From the Retrieval Method list, select the method by which you want to retrieve documents and click Go.
If you want the document retrieval rule to apply to all incoming emails, click the All Emails box.
Note: If you check the All Emails box, you do not need to provide conditions for the document retrieval rule. If the All Emails box is checked, any conditions for that rule will be ignored.
If you want your document retrieval rule to apply based on specified criteria, use the Key, Operator, and Value fields to specify the conditions when the document retrieval rule should be applied to an incoming email.
From the list in the Key field, select a key for the document retrieval rule you are creating.
From the list in the Operator field, select an operator for the document retrieval rule you are creating.
From the list in the Value field, search for and select, or type a value for the document retrieval rule you are creating.
If you selected Keyword Matching as your retrieval method:
Select the repository you want to search.
You can select to search MES, Knowledge Management, or both.
Select to search all categories within the chosen repository, or search for and select individual categories within the chosen repository.
Note: The All Categories option refers ONLY to all MES categories. It does not apply to categories in the Knowledge Management system.
If you selected MES Category Mapping as your retrieval method:
Search for and select the appropriate MES Category.
Click Apply.
Click Create.
The Email Processing Rules page refreshes and the new document retrieval rule is displayed in the summary view table.
Routing rules allow you to designate rules for routing incoming emails to the original agent, or a specified group of agents.
To ensure that every email is processed, by default an email will get routed to all agents assigned to that email account if:
The administrator does not associate any routing rule to that email account OR
All the routing rules assigned to that account fail.
Use the following steps to create a routing rule.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears.
In the Add/Delete column, click the add icon (plus sign) corresponding to Routing.
The Create Route page appears.
In the Name field, type the name of the route you are creating.
In the Description field, type a short description for the route you are creating.
From the Route Type list, select the route type, and click Go.
If you selected Static, the Create Route page refreshes to display a rules creation area with fields for designating the key, operator and value for each rule you create.
If you are going to utilize multiple rules, from the Rule Chaining list, select how you want those rules joined together.
For any route, all rules can be chained using either AND or OR, but not both.
From the list in the Key field, select a key for the routing rule you are creating.
From the list in the Operator field, select an operator for the routing rule you are creating.
From the list in the Value field, search for and select, or type a value for the routing rule you are creating.
If you want the routing rule to apply to all emails, select the All Emails option.
If you selected Dynamic, the Create Route page refreshes to display a procedure area where you can define the procedure name and variables you want to use.
Note: When creating dynamic routing rules, please follow the TIP guidelines on what kind of procedures can be used. The procedure will fail if the procedure does not follow the criteria specified in the TIP.
In the Procedure Name field, type a name for the procedure you will use for your dynamic route.
In the list in the OUT Parameter Type field, select the data type you want to use for your route.
From the list in the Operator field, select an operator for the routing rule you are creating.
From the list in the Value field, search for and select, or type a value for the routing rule you are creating.
Click Create.
The routing rule is created and appears in the summary view table under Routing on the Email Processing Rules page.
To update an existing route, click the route name hyperlink in the Email Processing Rules by Type column. The Update Route page appears, allowing you to update the description, the static rule keys, operators and values, or the procedure details.
To remove a route, click the delete icon (trash can) in the Add/Delete column for the routing rule you want to remove.
Use the following steps to modify a processing rule in Email Center.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears.
In the Email Processing Rules by Type column, click the expand icon for the rule type containing the rule you want to modify.
The summary view table refreshes to display all existing rules for the selected type.
In the Email Processing Rules by Type column, click the rule name for the specific rule you want to modify.
The Update page appears for the selected rule.
Modify the information in the provided fields as appropriate.
Click Update.
The modifications to the selected rule are saved.
Use the following steps to delete a processing rule in Email Center.
Note: Deleting a rule will automatically remove any associations to email accounts that rule may have.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Rules Library subtab.
The Email Processing Rules page appears.
In the Email Processing Rules by Type column, click the expand icon for the rule type containing the rule you want to delete.
The summary view table refreshes to display all existing rules for the selected type.
In the Add/Delete column, click the trash can icon for the rule you want to delete.
The selected rule is deleted and you receive a confirmation note stating that the rule has been deleted successfully.
The Intent pages allows you to turn intent processing on or off for each account, and view the existing intents for each account.
Oracle Email Center utilizes strings of keywords extracted from incoming emails to decipher the intent of the email message or the broad area pertaining to the email and assists the agent in the selection of appropriate responses.
The keywords extracted from every incoming email are matched with keywords stored in the Email Center schema to identify the intent of the email and fetch corresponding responses. Every intent and suggested response document is assigned a score (percentage) based on the scores of the keywords identified in the incoming email. Oracle Email Center can identify multiple intents in an email and multiple responses for each intent, thereby enabling Email Center Agent to handle multi-issue emails in a single response.
To enable the Email Center Intent engine, you must create "intents" pertaining to the business. You should gather sample question and response emails for each of the intents. To train or build the intent engine, you then simply send the sample emails to the "intent" account.
Keywords are extracted from these sample messages, scored and stored in the Email Center schema for the specified intent. The scoring of important keywords has been improved such that keywords that are unique to an intent and occur most frequently will be assigned the highest scores. Equally, if a keyword appears across multiple intents or is not used frequently, will have a lower score.
Intent creation tips:
Think about the key words that you want to be associated with the Intent:
Consider the variations on these words/phrases that customers may use.
Consider the words or phrases that distinguishes one intent from another.
Avoid including signature files in the sample question and response emails as the contents will be processed and Keywords that are irrelevant to the Intent may be generated.
Do not "forward" sample emails and sample responses to the Intent account.
Avoid Company names, logos, acronyms, etc. in the sample question and response emails.
Do not include Greetings (e.g. Dear Sir) and Signatures (e.g. Best Regards, Joe Smith) in the sample question and response emails.
Do not include specific codes or numbers, for example: product codes, sizes, telephone numbers, order numbers unless they uniquely identify an intent.
Send multiple versions of the sample question and response emails repeating the important keywords and phrases. This will enable the system to increase the scores of the keywords.
Try to create multiple intent with smaller sets of keywords as compared to creating only a few intents with a large number of keywords.
Creating Intents
Intent Creation Tips:
Consider the variations on these words/phrases that customers may use.
Consider the words or phrases that distinguishes one intent from another.
Do not include specific codes or numbers, for example: product codes, sizes, telephone numbers, order numbers unless they uniquely identify an intent.
The intent name can be up to 50 characters long. It can consist of multiple words separated by a blank space.
Intents should be mutually exclusive and should encompass the complete spectrum of questions that an organization expects to receive.
Use the steps below to create an Intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
Click Create.
In the Intent Name field, type a name for the intent you are creating.
From the list in the Language field, select the language you want to use.
If you selected English as your language, you have the option of enabling theming. To do so, select the Enable Theming box.
In the Keyword Text for Questions field, type a list of question keywords or pieces of text that contain the desired keywords. Remember to separate the entries with a comma (,) or a space.
These are the keywords you would like to match against keywords extracted from incoming email.
In the Keyword Text for Responses, type a list of question keywords or pieces of text that contain the desired keywords. Remember to separate the entries with a comma (,) or a space.
These are the keywords you would like to use to find related documents from the knowledge base repositories.
Click Continue.
The Review Keywords page appears, displaying a list of the keywords you entered.
From the list in the Question Type Keywords area, assign each keyword an appropriate weight by selecting a number for the Weight list.
From the list in the Response Type Keywords area, assign each keyword an appropriate weight by selecting a number for the Weight list.
Click Finish.
The Intent Summary page appears and your new intent is added to the summary list.
You can click the icon in the View Documents column to see which documents your intent pulls from either MES or the Knowledge Base repository.
If your intent is not pulling the correct documents or not pulling them in the desired order, you can adjust each keyword's weight to get the result you want, or you can add or remove keywords from your intent.
Changing The Weight of Keywords in an Intent
Use the steps below to alter the weight of the keywords in an Intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The intent must already exist.
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Update column of the summary table, click the Update icon corresponding to the intent you want to alter.
The Update Intent Keywords page appears.
In the weight field for each keyword, adjust the weight number.
You can adjust the weight number for both question type and response type keywords.
Click Finish.
The Intent Summary page appears.
You can click the icon in the View Documents column to see which documents your intent pulls from either MES or the Knowledge Base repository.
If your intent is not pulling the correct documents or not pulling them in the desired order, you can re-adjust each keyword's weight to get the result you want, or you can add or remove keywords from your intent.
Adding Keywords to an Intent
Use the steps below to add keywords to an existing intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The intent must already exist.
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Update column of the summary table, click the Update icon corresponding to the intent you want to alter.
The Update Intent Keywords page appears.
Click Add Keywords.
The Add Keywords page appears.
Type the additional question and response keywords in the provided fields.
Remember to separate the entries with a comma (,) or a space.
Click Continue.
The Review Keywords page appears, displaying a list of the keywords you entered.
Assign each a weight to each of your question and response keywords.
Click Finish.
The Intent Summary page appears.
You can click the icon in the View Documents column to see which documents your intent pulls from either MES or the Knowledge Base repository.
If your intent is not pulling the correct documents or not pulling them in the desired order, you can adjust each keyword's weight to get the result you want, or you can add or remove keywords from your intent.
Removing Keywords From an Intent
Use the steps below to remove keywords from an intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Update column of the summary table, click the Update icon corresponding to the intent from which you want to remove keywords.
The Update Intent Keywords page appears.
In the Select column, click the box for the keywords you want to remove.
Click Delete.
The selected keywords are removed from the intent.
Duplicating an Intent
Use the steps below to duplicate an intent.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The intent must already exist.
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Select column of the summary table, click the box corresponding to the intent you want to duplicate.
Click Duplicate.
The Create Duplicate Intent page appears.
In the Intent Name field, type a name for the duplicate intent.
If you want to add additional keywords, click Add Keywords.
The Add Keywords page appears.
Type the additional question and response keywords in the provided fields.
Remember to separate the entries with a comma (,) or a space.
Click Continue.
The Review Keywords page appears, displaying a list of the keywords you entered.
Assign each question and response keyword a weight.
Click Finish.
The Intent Summary page appears.
You can click the icon in the View Documents column to see which documents your intent pulls from either MES or the Knowledge Base repository.
If your intent is not pulling the correct documents or not pulling them in the desired order, you can adjust each keyword's weight to get the result you want, or you can add or remove keywords from your intent.
Deleting Intents
Use the steps below to delete intents.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Intents subtab.
The Intent Summary page appears, displaying a summary list of all created intents.
In the Delete column of the summary table, click the Delete icon corresponding to the intent you want to delete.
You receive a warning asking if you are sure you want to delete the selected intent.
Note: Before you can delete an intent, you must remove it's association to all email accounts.
Click Yes.
The selected intent is deleted.
Oracle Email Center can parse an inbound email for data elements contained within user-defined tags. The information captured from the inbound email can then be used to populate service request fields when a service request is automatically created from this inbound email using an auto-processing rule. With the Email Parser Definition page, administrators can define the tags and the data associated with them. For an email, the application maps data between the start and end tags to the corresponding service request field indicated in a specific line item. Later, using the Create Auto-Processing Rule page, they can associate the definition with an auto-processing rule.
The following table shows the service request fields. (This document adds the Subfield column to meet legal requirements.)
| Subfield | Field | Description |
|---|---|---|
| Customer Attributes: | Service Request Type | Service Request Type |
| Customer Attributes: | Urgency | Urgency of the SR |
| Customer Attributes: | Account Number | Account Number |
| Customer Attributes: | Customer Number | Customer Number |
| Customer Attributes: | Customer Name | Name of the customer |
| Customer Attributes: | Customer Phone | Phone number of the customer |
| Customer Attributes: | Customer Email | Email address of the customer |
| Contact Attributes: | Contact Number | Contact Number |
| Contact Attributes: | Contact Name | Name of the Contact |
| Contact Attributes: | Contact Phone | Phone number of the Contact |
| Contact Attributes: | Contact Email | Email address of the Contact |
| Contact Attributes: | Instance Number | Instance Number |
| Contact Attributes: | Instance Serial Number | Serial Number for the Instance |
| Contact Attributes: | External Reference for an Item | External Reference number for an Item |
| Inventory Attributes: | Inventory Item number | Number of the Inventory Item |
| Inventory Attributes: | Tag Number | Tag Number |
| Inventory Attributes: | Serial Number | Serial Number |
| Problem Code and Resolution Code Attributes: | Problem Code | Problem Code |
| Incident Address Attributes: | Addressee | Addressee information |
| Incident Address Attributes: | Incident Site Number | Site number pertaining to that incident |
| Incident Address Attributes: | Site Name | Name of the Site |
| Incident Address Attributes: | Incident Address1 | Line 1 of Incident Address |
| Incident Address Attributes: | Incident Address2 | Line 2 of Incident Address |
| Incident Address Attributes: | Incident Address3 | Line 3 of Incident Address |
| Incident Address Attributes: | Incident Address4 | Line 4 of Incident Address |
| Incident Address Attributes: | Incident City | Incident City |
| Incident Address Attributes: | Incident State | Incident State |
| Incident Address Attributes: | Incident Country | Incident Country |
| Incident Address Attributes: | Incident Province | Incident Province |
| Incident Address Attributes: | Incident Postal Code | Incident Postal Code |
| Incident Address Attributes: | Incident County | Incident County |
Here is a example of the broad process of email parsing.
Setup
The administrator creates a new Email Parser definition with the below entries.
Structured Email
The structured email contains the following tagged text:
Instance Number:[ 121223]
Customer Number:[32222]
AccountNumber:[ 1608 ]
Action
The Email Parser definition is associated with a Create Service Request auto-processing rule. The Email Parser extracts the below data and maps it to the following service request fields:
121223 > Instance Number
32222 > Customer Number
1608 > Account Number
Subsequently, as part of the Create Service Request auto-processing rule, the data that the Inbound Parser definition has captured, such as Instance Number, Customer Number, and Account Number in the example is passed to the service request that the applications is creating from the inbound email.
In this example, the resulting service request that is created from this inbound email has the Instance number pre-populated with the 121233, the Customer Number field pre-populated with the value ‘32222’, and the Account Number field pre-populated with the value ‘1608’.
In the case where there is carriage return within the data being captured, the integrity of the carriage return is maintained. As an example:
SR Field: Problem Description Start Tag: Problem Description ( End Tag:) And we get the following email: Problem Description(Line 1 Line 2 Line 3) The captured data will be: Line 1 <cr>
Creating Email Parser Definitions
Use the following steps to create an email parser definition.
Login
Use the following steps to create an auto-processing rule.
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Email Parser subtab.
The Email Parser Definition page appears, displaying all the email parser definitions that have been created within the system.
Click Create.
The Email Parser Definition page refreshes itself so that you can create a new definition.
In the Email Parser Name field, type the name of the definition.
Optionally, in the Description field, type the details of the inbound parser definition.
In the Service Request field, use the associated list to select and enter a service request field name.
In the Start Tag and End Tag fields, enter the start and end tags that map an email field to the associated value of Service Request Field.
In the Rank field, type a number to indicate the relative importance of this field compared to the other fields defined in the parser definition. The lowest number indicates the highest priority.
Click Save.
A "tag" is a data item that is appended to an outbound email by Oracle Email Center. The process of appending a sequence of one or more "tags" to an outbound email and extracting the same from an incoming email is referred to as "tagging". A unique identifier is assigned to the sequence of tags appended to every email.
A tag can be of two of types:
System Tags - This consists of the following system related data items that are appended to every outbound email:
Customer ID and Contact ID - Used to automatically identify the customer and contact sending the email
Agent ID - Used to automatically route the customer reply back to the same agent
Interaction ID - Used to thread or link related email interactions
Service Request Number - Used to automatically update the Service Request
Custom Tags - An administrator can also define "custom" tags pertaining to the implementation. These custom tags could be of the following types:
Fixed - The value for the tag is provided by the administrator at the time of creation
Query - The value of the tag is obtained by executing the associated SQL query at runtime
Procedure - The value of the tag is obtained by executing the associated PL/SQL procedure at runtime
A "custom" tag is not appended to an outbound email unless and until the customer tag is associated with the email account from which the email is sent out.
Email Center currently appends the cryptic tagging ID at the end of the subject enclosed within "[RE: ]". When a customer replies back to an email generated by Email Center, the tags are extracted from the incoming email and the data is used for various automated processing actions (as detailed above for the "system" tags). The tags are also made available as "keys" for defining email processing rules.
For more information on tags, see the Tags topic in the Concepts section.
Creating Tags
Use the steps below to create tags for Email Center.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click theTags subtab.
The Tags page appears.
Click Create.
The Create Tag page appears.
Enter values for:
Tag ID - Any combination of alphanumeric characters a-z and A- Z, up to 26 characters in length.
Tag Name - Any combination of alphanumeric characters other than double quote ("), less than (<) and greater than (>), up to 50 characters in length.
Type - Select Fixed, Procedure, or Query from the list.
Value - The value depends on the type selected above.
For Fixed type tags any alphanumeric character up to 256 characters is allowed.
For Procedure type tags a valid procedure name should be entered in the "package_name.procedure_name" format.
For Query type tags, a valid query should be entered without a semi-colon (;) or a slash (/) at the end.
Click Create.
The Account Association page appears. Follow the steps in the Associating Tags With Email Accounts topic to associate this new tag with various email accounts.
Updating Tags
Use the steps below to update tags.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Tags subtab.
The Tags page appears.
In the Name column, click the hyperlinked name of the tag you wish to update.
The tag details (ID, Name, Type, and Value fields) are displayed on Update Tag page.
Update the Tag Name, Type or Value fields as necessary.
Click Update to save changes or Restore to undo the changes.
Deleting Tags
Use the steps below to delete tags.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
The tag to be deleted should NOT be associated with any email accounts.
Steps
Click the Administration tab.
Click theTags subtab.
The Tags page appears.
Check the boxes corresponding to the tags you want to delete.
Note: If you realize you have clicked unwanted boxes, you can click Restore to uncheck all boxes. However, the Restore button does not rollback the delete operation. In other words the deleted tags cannot be undeleted by clicking Restore.
Click Delete to delete the selected tags.
Note: A custom tag can only be deleted if it is not associated with any email accounts.
You can use this page to periodically purge email messages. Purging permanently deletes the email messages which match the criteria of the purge request.
Use the steps below to view all existing purge requests.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Purge subtab.
The Purge Summary page appears, displaying a list of all pending and successful requests.
Use the steps below to submit a purge request.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Purge subtab.
Click Submit New Request.
The Submit New Request page appears.
From the Account list, select the email account containing the emails you want to purge.
Note: You can select an individual email account or select to purge emails from ALL email accounts.
From the Folder list, select the folder containing the emails you want to purge.
Important: Although the UI page shows the word "older" there are no system folders in Email Center Release 12. In this release, "folder" refers to the "type" the email. "Deleted" refers to incoming email that were deleted. "Resolved" refers to incoming email that were responded to, and "Sent" refers to copies of outgoing email messages.
Note: You can select an individual system folder or select to purge emails from ALL system folders.
In the Before This Date field, use the date picker (calendar icon) to select the cut off date for your purge.
This is the date past which email will not be included in your purge. All emails up to the selected date will be included in the purge.
Click Go.
The Purging page refreshes to display the selected email account(s) and folder(s).
From the Select column, select the box(es) for the folder(s) you want to purge.
Click Purge.
The Purge Confirmation page appears asking you if you are sure you want to purge emails from the selected account(s) and folder(s).
Click Apply.
The Purging Requests page appears, displaying a confirmation that your request has been successfully submitted.
Note: To complete this the process, you must ensure the Email Center Purging concurrent program is scheduled to process archiving and purging requests.
Use the steps below to cancel a submitted request.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click the Purge subtab.
The Purging Summary page appears, displaying a list of all pending requests and all successful requests.
From the Select column in the Pending Requests area, select the purge request you want to cancel.
Click Cancel.
The selected request is canceled.
Oracle Email Center uses the Marketing Encyclopedia System (MES) as its document repository. MES provides the administrator with the capability to organize documents into various categories (or folders).
Use the steps below to search for a particular MES document.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and and the document must already be published to MES..
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Search. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Search.
The Knowledge Base Search page appears.
In the Document Search Criteria field, type the name or partial name with a wildcard (%).
Click Search.
The Document Search Results table refreshed to display the results of the search.
To view a specific document, in the Title column, click the document title hyperlink.
Browsing the MES Document Categories
Use the steps below to browse the MES categories for a particular document.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and and the document must already be published to MES..
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Browse. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Browse.
The Browse Documents page appears.
In the MES Category column, click the expansion icon to view sub-categories under a particular MES category (if applicable).
The summary view table expands to show the sub-categories for the selected MES category.
In the View column, click the appropriate icon to view the documents in a particular MES category or sub-category.
To view a specific document, in the Title column, click the document title hyperlink.
Use the steps below to update MES documents.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and and the document must already be published to MES..
You can only update documents that you published. You cannot update documents that have been published by other user names.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base.
The Browse Documents page appears.
Search or browse for the document you want to update by clicking Search or clicking Browse from the side panel, and locating the document you want to update.
In the Update column, click the update icon (pencil) for the document you want to update.
The Publish Document page appears.
Update the document title, description, category, or upload a new file as necessary.
Click Update.
The Publish Document page refreshes to display a confirmation message stating that the document was updated.
Deleting Published Documents
Use the steps below to remove a MES document you published.
Note: You can only delete documents that you published. You cannot delete documents that have been published by other user names.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and MES categories must be created.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Browse. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Browse.
In the View column, click the View icon for the desired MES category.
The Browse Documents page refreshes to display all the documents in the selected MES category.
In the Select column of the table, select the box for the document you want to remove.
Click Remove.
The page refreshes to display a confirmation message stating that the selected document was deleted.
Creating and Publishing Documents
Use the steps below to create and publish a document for MES by using the template editor.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and MES categories must be created.
If you are going to use a custom merge field, then you must have first created and named that custom merge field on the Create Query page.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Editor. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Editor.
The Create Document page appears.
In the Title field, type a name for your document.
In the Description field, provide a short description of the document.
In the Category field, search for and select the appropriate MES category in which you want to create your document.
In the Query Name field, you can search for and associate a query to the document.
Use the provided fields to select the type of merge field you want to use:
If you want to use a standard merge field, from the Standard Merge Field list, select the option you want to use, and click Insert.
If you want to use a custom merge field, type the name of the custom merge field in the Custom Merge Field field, and click Insert.
You can click the Required box to make your merge field required.
Click the hypertext link above the Template Body field to switch from plain text mode to rich text mode.
Rich text mode allows you to format the font of the email, and include an image or hyperlink in the email.
In the Template Body field, type the desired document content. Optionally, you can include the following in the document's content:
One or more standard merge fields by selecting a value from the Standard Merge Field list and clicking Insert.
One or more custom merge fields by entering a value in the Custom Merge Field text field and clicking Insert.
Click the Spell Check hyperlink to check the spelling of your template body text.
To preview the document before you publish it, click Preview.
Click Publish.
A conformation message appears, stating that you successfully published the document.
Uploading and Publishing Documents
Use the steps below to import and publish a document for MES.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You should have the MES Administrator role assigned and MES categories must be created.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Publish. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Publish.
The Publish Document page appears.
In the Title field, type a title for the document you are going to upload.
In the Description field, provide a short description of the document.
In the Category field, search for and select the appropriate MES category for your document.
Click Upload File.
The Upload File browse box appears.
In the Upload File browse box, click Browse, search for and select the file you want to upload.
Click Upload.
The Publish Document page refreshes and the selected file appears in the Files field.
Click Publish.
A confirmation message is displayed, stating that the new document has been published.
Note: If the documents loaded into MES will be used as suggested responses, a concurrent process needs to be run in order to rebuild the Oracle Text index for MES. You must submit a request to run the Rebuild Help Search Index concurrent process (refer to the Business Data Checkpoint section).
Creating Categories in MES
Use the steps below to add new MES categories.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You must have assigned a MES Administrator resource role.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Categories. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Categories.
The Category Manager page appears.
If no blank rows are available, click Add Row(s) and, when prompted, type the number of new rows you want to add and click OK.
In the provided fields, type the name of the new category, a description of it, and select it's parent category.
Click Update.
Guidelines
Read the content of the latest Oracle Email Center About Doc for important information about new features, post installation steps and other changes introduced with the release.
Defining a Hierarchy Among the Categories
Use the steps below to create a hierarchy of MES categories.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You must have assigned a MES Administrator resource role.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Documents > Categories. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Categories.
The Category Manager page appears, displaying a list of categories.
In the Category Name column find the category that you want to become the sub-category.
From the list in the Parent Category column for that row, select the desired parent category.
Click Update.
Use the Queries subtab to set up and maintain queries.
Use this procedure to view an existing query.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You must be assigned the JTF_FM_ADMIN role to create queries.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Queries > List. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Query > List.
The Query List page appears.
You can use the Query Name search feature to narrow down the list of queries. Type the full name or partial name with a wildcard (%) of the query you want to view and click Go.
In the Query Title column, click the query name hyperlink of the query you want to view.
The Query Details page appears.
Click Back when you have finished viewing the selected query.
Creating Queries
Use this procedure to create a query.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You must be assigned the JTF_FM_ADMIN role to create queries.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Queries > Create. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Query > Create.
The Create Query page appears.
In the Query Title field, type a unique name for the query that you want to create.
In the Query Description field, type any free-form text that you want to use to describe the query that you are creating.
In the Query String field, type the SELECT statement for the query.
Note: The alias for each column used in the SELECT statement must match the merge field name and must be enclosed within the valid merge field delimiters. To assist in this process, Email Center allows you to insert SQL merge fields. Do not end the query with a semicolon (;) or slash (/).
For example, if the document had following merge fields:
Dear ((*FIRST_NAME*)) ((*LAST_NAME*)),
Thank you for your interest in ((*PRODUCT*)). This product will be released on ((*DATE*)).
The query to populate these fields would have the following SELECT statement:
SELECT CUSTOMER_FIRST_NAME "((*FIRST_NAME*))",
CUSTOMER_LAST_NAME "((*LAST_NAME*)) ",
PRODUCT_NAME "((*PRODUCT*)) ",
RELEASE_DATE "((*DATE*)) "
FROM …
WHERE …
Note: Ensure that the SQL query is written such that a default value is returned if the query returns no data, otherwise the template/response document cannot be used.
In the SQL Merge Field field, type the name of the merge field and click Insert.
An alias name for the column that matches the merge filed is inserted at the end of the text in the Query String Editor.
Note: When typing a SQL merge field, you must use all capital letters. While no white spaces are allowed, you can use numerals and underscores (_).
Note: Since the functionality to insert merge fields cannot recognize the current cursor position in the Query String editor, the merge field always gets inserted at the end of the statement. Therefore, Oracle recommends that you insert the merge fields immediately after typing the corresponding column name.
When the user selects a document that includes SQL merge fields, he/she will be prompted to enter values for the bind variables entered in the WHERE clause unless the bind variable is a "standard" merge field itself. In such a case the bind variable will be populated automatically. The SQL query will be executed using the value for the bind variable when the associated document is previewed, inserted or attached.
Click Validate SQL.
You will be prompted to enter a value for the bind variables used in the query.
Enter a random numeric or varchar value (depending on the data type of the corresponding column) for the bind variable, and click Validate SQL.
You receive a confirmation messages stating that the validation was successful and the prompt you created in the Query String field is added.
If you want to save your work and create the query, click Create.
If you do not want to save your work and want to clear all of the input fields, click Cancel.
Removing Queries
Use this procedure to remove an existing query.
Login
HTML Login URL
Responsibility
Email Center Administrator or Email Center Supervisor
Prerequisites
You can only remove queries that you created.
Steps
If you are logging in with the Email Center Administrator responsibility, click Knowledge Base > Queries > List. If you are logging in with the Email Center Supervisor responsibility, click Supervisor > Knowledge Base > Query > List.
The Query List page appears.
In the Select column, click the box corresponding to the query you want to remove.
Click Remove.
The Query List page refreshes and the selected query is removed.
You can use the Custom Dictionary page to add words that are specific to your company or business, such as: company name, address, product names, common acronyms, etc. You can also use this page to remove words from the custom dictionary.
You can perform the following tasks:
Adding Words to the Custom Dictionary
Use the steps below to add words to your custom dictionary.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration tab.
Click Custom Dictionary subtab.
The Custom Dictionary page appears.
In the Add Words field, type the word(s) you want to add to the custom dictionary.
Note: If you are typing multiple words to be entered, each word must be separated by a comma.
Click Add.
The Custom Dictionary page refreshes to add the words to the dictionary.
Removing Words From the Custom Dictionary
Use the steps below to remove words from your custom dictionary.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Administration subtab.
Click Custom Dictionary subtab.
The Custom Dictionary page appears.
In the Remove Words field, select the word(s) you want to remove from the custom dictionary.
Note: You can select more than one word by using the Shift or Ctrl keys in conjunction with your left mouse button.
Click Remove.
The Custom Dictionary page refreshes to remove the selected words from the custom dictionary.
Resource groups allow the assignment of multiple agents to an account without having to assign each agent individually.
The Email Center Administration console allows you to create resource groups, add agents to the resource groups, and search for resource groups by a variety of parameters.
You can perform the following tasks:
You can use the Email Center Administration console to view all existing resource groups that have the Call Center usage assigned to them.
Use the following steps to view resource groups.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Resource Groups tab.
The Groups page appears, displaying a summary view table of all existing resource groups to which the Call Center group usage has been assigned.
If you do not see the group you want, you can use the Group Name search feature to locate it.
If you want to view the details of a particular resource group, in the Group Name column, click the hyperlinked name of the resource group you want to view.
The Group Detail page appears for the selected resource group, displaying all of the group usages and agents assigned to that group.
Creating Resource Groups and Assigning Agents to Them
The Email Center Administration console allows you to create resource groups. Resource groups allow the assignment of multiple agents to an account without having to assign each agent individually.
Use the following steps to create a resource group and assign agents to it.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Ensure Email Center agents have been created.
Steps
Click the Resource Groups tab.
The Groups page appears.
In the Groups page, click Create.
The Create Group page appears.
In the Name field, type a name for the resource group you are creating.
In the Active From, use the calendar tool to select a start date for your resource group.
From the list in the Application Areas field under the Used In area, selectCall Center as the group usage.
You can assign multiple usages to the group, but the Call Center usage MUST be assigned.
In the Members area, click Add Members.
Search for and select the name of the agent you want to assign to the resource group.
In the Role Name field, type one of the following roles:
Email Center Manager
Email Center Supervisor
Email Center Agent
Repeat steps 6 - 8 for each agent you want to assign to the resource group.
Click Apply
The resource group is created and the selected agents are assigned to it.
Use the following steps to remove a resource group.
Note: While you cannot "remove" a resource group, you can use the end date feature to prevent the resource group from being active.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
Ensure Email Center agents have been created.
Steps
Click the Resource Groups tab.
The Groups page appears, displaying a summary view table of all existing resource groups to which the Call Center group usage has been assigned.
If you do not see the group you want, you can use the Group Name search feature to locate it.
In the Update column, click the update icon for the resource group you want to remove.
The Update Group page appears.
In the Active To field for the resource group, use the calendar tool to select an appropriate end date.
Click Apply.
The resource group will no longer be active once the selected end date occurs.
Removing Agents From a Resource Group
Use the following steps to remove a resource group.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Resource Groups tab.
The Groups page appears, displaying a summary view table of all existing resource groups to which the Call Center group usage has been assigned.
If you do not see the group you want, you can use the Group Name search feature to locate it.
In the Update column, click the update icon for the resource group from which you want to remove agents.
The Update Group page appears.
In the Remove column of the Members area, click the remove icon for each agent you want to remove from the resource group.
Click Apply.
The selected agents are removed from the resource group.
Use the following steps to search for a resource group.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Resource Groups tab.
To perform a simple search, in the Group Name field, type the name of the resource group you want to find, and click Go.
If you want to perform a more detailed search, click Advanced Search.
The Advanced Search page appears.
You can use any of the provided fields as filter criteria for your search.
Note: The more narrow or complete your search criteria is, the fewer and more accurate your results will be.
Click Go.
The Groups page appears, displaying the results of your search.
The Download Processor polls the Inbox folder of "active" email accounts for new incoming emails and copies the new inbound emails into the Local Message Store. The Download Processor will only check for new emails in the inbox of "active" accounts on the mail server.
Viewing the Download Processor Status
Use the steps below to view the download processor status for an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Download Processor subtab.
The Download Processor page appears, displaying a list of Email Center email accounts.
In the Processor Status column for the desired email account, verify the status of the download processor.
Viewing Error Details
Use the steps below to view download processor error details for an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Download Processor subtab.
The Download Processor page appears, displaying a list of Email Center email accounts.
In the Error Details column, click the error detail icon for the desired email account
The Error Details page appears, displaying all the error details for the selected email account.
Deleting Error Details
Use the steps below to delete error details from an email account.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Download Processor subtab.
The Download Processor page appears, displaying a list of Email Center email accounts.
In the Error Details column, click the icon for the desired email account
The Error Details page appears, displaying all the error details for the selected email account.
In the Select column, click the box for each error detail you want to delete. If you want to delete all error details, click Select All.
Click Delete.
The outbox processing console provides you with a means of viewing a summary of outbox processor activity, viewing the current outbox processor status, viewing emails that are "stuck" in the outbox, reprocessing stuck email messages, or purging stuck emails from the system.
Viewing a Summary of Outbox Processor Activity
The Summary page displays the two processing queues that comprise the outbox processor:
New Items
Errored Items
For each queue, administrators can see how many items of each processing type are in queue. Administrators can then use this information to determine if there are any items that have errored out or to determine where the backlog of messages is located.
Use the following steps to view a summary of your outbox processor activity.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Outbox Processor subtab.
The Outbox Summary page appears, displaying a summary view table of activity by processing type (sent, deleted, transferred, etc.).
Viewing the Current Outbox Processor Status
The Status page displays current run-time JVM (Java Virtual Machine) information. For each Controller running (one per JVM), you can see the Workers that are processing each of the queues. The Controller is responsible for starting and stopping the Workers and is tied to the running server host and port, Jserv ID and Jserv port. The Last Updated timestamp indicates the last time this object updated the database. A running count of messages that were processed by each worker is maintained for the life of the worker
Use the following steps to view the current status of your outbox processor activity.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Outbox Processor subtab.
The Outbox Summary page appears, displaying a summary view table.
From the side panel, click Status.
The Outbox Processor Status page appears
Use the summary table to view the current Java Virtual Machine information.
Viewing Items That Failed Processing
The Errors page displays information pertaining to problems processing an Outbox item. Each message that is submitted to the Outbox is assigned a message id that is used to identify the message in the Outbox.
The table provides summary information about:
Action - The purpose the item was put into the Outbox
Agent - The FND USER_ID of the agent that submitted the item
Summary - The Email Center coded description of the Outbox error
Detail - The first few lines of the Java stack trace
Create Date - The first time the message was submitted to the Outbox
Use the following steps to view items that failed outbox processing.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Outbox Processor subtab.
The Outbox Summary page appears, displaying a summary view table.
From the side panel, click Errors.
The Outbox Processing Errors page appears
In the Message ID column, click the appropriate message ID hyperlink to view detailed information about the error.
The Error Details page appears.
By clicking the message ID link for a particular item, you see all the details related to the errored Outbox item. This detailed information can be used to send to development, thereby helping them determine why a message cannot be processed.
Note: When you open a message from one of the historical, such as when clicking Original Message or Interaction History, you are viewing (or previewing) an already processed message. In order to work on this message, you can:
re-reply (for inbound messages),
re-send (for outbound messages),
forward the message (for either inbound or outbound).
Once you take an action on the processed message, you have started a new interaction and you should be able to access the Knowledge Base again to insert or attach documents (except in the case of a re-send which, as the name implies, simply resends the message and the whole window is no longer accessible).
Use the following steps to view the original message.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Outbox Processor subtab.
The Outbox Summary page appears, displaying a summary view table.
From the side panel, click Errors.
The Outbox Processing Errors page appears
In the Message ID column, click the appropriate message ID hyperlink to view detailed information about the error.
The Error Details page appears.
By clicking the message ID link for a particular item, you see all the details related to the errored Outbox item. This detailed information can be used to send to development, thereby helping them determine why a message cannot be processed.
From the Error Details page, click View Message to view the original message.
The Message Component opens to display the original message.
There are two options for messages in the Error queue Reprocess and Purge. Before attempting to Reprocess or Purge, you should first attempt to discover what the problem is.
In some cases, a message may have failed processing due to an environmental condition. For example:
The SMTP or IMAP server is down
The Oracle Customer Interaction History Database objects are invalid
The database is down
In these cases, there is no problem with the message. Once the environmental issue has been corrected, the message should be successfully processed.
For such messages clicking Reprocess will remove the error rows from the database and the Outbox processor will attempt to reprocess these messages
Use the steps below to reprocess messages stuck in the outbox.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Outbox Processor subtab.
The Outbox Summary page appears, displaying a summary view table.
From the side panel, click Errors.
The Outbox Processing Errors page appears
To reprocess an individual message from the main Outbox processing Errors page:
In the Select column, select the email message you want to reprocess.
Click Reprocess.
Processing begins on the selected message.
To reprocess all messages from the main Outbox processing Errors page:
Click Reprocess All.
Processing begins on all messages stuck in the Outbox Processor.
To reprocess an individual message from the Error Details page:
In the Message ID column, click the message ID hyperlink for the message you want to reprocess.
The Error Details page appears.
From the Error Details page, click Reprocess.
Processing begins on the message.
There are two options for messages in the Error queue Reprocess and Purge. Before attempting to Reprocess or Purge, you should first attempt to discover what the problem is.
In some cases, there may be problems processing a message due to insufficient or inaccurate data associated to the item. For examples:
A malformed email address.
A deleted attachment document.
A coding problem.
If you are experiencing a code problem, you can either file a TAR or bug ( providing a View Source of the Error Detail page), or you can simple purge the message.
Purged messages are either deleted from the system or pushed back to the submitter (agent).
Deleting the message from the system deletes all information associated to the submitted item. Deleting should be used only after you have determined that the message is cannot be salvaged or lost.
A pushed back message will re-appear in the Agent's Inbox and the Note entered on the Purge page will be available for the agent's review
Use the steps below to purge a message from the Outbox processing Console
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Outbox Processor subtab.
The Outbox Summary page appears, displaying a summary view table.
From the side panel, click Errors.
The Outbox Processing Errors page appears
To purge an individual message from the main Outbox processing Errors page:
In the Select column, select the email message you want to purge.
Click Purge.
The Purge page appears.
Optionally, in the Push Back Note field, type a note explaining situation to the original agent.
Click Apply.
To purge all messages from the main Outbox processing Errors page:
Click Delete All.
Optionally, in the Push Back Note field, type a note explaining situation to the original agent(s).
Click Apply.
To purge an individual message from the Error Details page:
In the Message ID column, click the message ID hyperlink for the message you want to purge.
The Error Details page appears.
From the Error Details page, click Purge.
The Purge page appears.
Optionally, in the Push Back Note field, type a note explaining situation to the original agent.
Click Apply.
The concurrent processor runs events in the database.
The following Email Center concurrent programs will be available for submission:
Rebuild Help Search Index - This program is owned by AOL and is used for rebuilding index for MES document repository.
Email Center Download Processor Notifications - This program starts Email Center DP notification workflow.
Process Email Center Purge Requests - Purges email messages from the system.
Start Email Processing - Start Email Processing controller which spawns separate worker processes.
Email Processing Worker - This is the child process spawned by the above controller.
Stop Email Processing - Stop all email processing worker.
Start Email Center Migration - This is the controller program which spawn separate migration worker process.
Email Center Migration Worker - Worker threads for migration, spawned by the controller program.
Stop Email Center Migration - This program stops all migration worker processes.
Use the following steps to start the applicable concurrent programs.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
None.
Steps
Click Monitoring > Concurrent Programs.
Click Submit New Request.
In the Program Name field, search for the name of the concurrent process you want to run.
You can use wildcards (%) to help broaden your search.
In the Select column, click the Select radio button, then click Select.
Click Next.
Specify the parameters for the selected concurrent program, and click Next.
The parameters will vary depending on the concurrent program you selected.
If applicable, specify the desired layout, and click Next.
Review the selected concurrent program and if all of the parameters meet with your approval. If you want to change a parameter, click Back, make the change. Click Submit.
Click OK to return to the Monitoring > Concurrent Programs page.
Oracle Email Center migrates data only from releases 11.5.9 and 11.5.10 of Oracle Email Center. Customers who are live on releases prior to 11.5.9 are required to upgrade to release 11.5.9 or 11.5.10 prior to migrating email data into the Local Message Store developed for release 12.x.
The migration process migrates the following types of emails along with configuration and runtime data into the Email Center schema:
Agent Inbox (and Draft) - All the email messages that are acquired by agents, residing in the Agent account, and any saved draft messages.
In-Queue - Email messages that are in processing state, for example: the emails have been received and stored in the External Message store (Oracle Email Server) and are being processed by the server processing engine, but have not yet been assigned to Agents.
Un-Processed - Email messages that reside in the Admin or Retry folders on the Oracle Email Server.
Historical - Email messages that have been processed by Email Center, for example: the emails have been resolved and stored accordingly in the External Message store (OES). This includes archived emails.
The Migration console provides a real-time status of the migration progress by displaying the following:
Status of the migration process for each email account
Status of the migration process for each email type
The count in runtime queues that need to be empty prior to starting migration process
Error details whenever there is a failure
You can use the Migration Console to view a summary of the migration process and view error details.
Perform Prerequisites
You need to perform some basic steps before attempting formal migration.
Decide What to Migrate
This is a very important step. Oracle Email Center migrates In-Queue/Processed and Historical emails along with configuration data from pre-release 12 setup. Historical email migration can be time consuming. Therefore it is advised that you migrate historical emails only if there is a justifiable business need for them to be available in the release 12.x environment. Administrators can choose a historical cut-off date as part of this migration process. All data from that date is moved to the release 12.x instance. Please note that Oracle Email Center does not delete any historical data from before release 12.
Consider the following factors and take the recommended action before migrating historical data.
Do agents need to refer to historical email going forward?
If the answer to question 1 is yes, then what is the oldest email to which agents want to refer?
Pick a cutoff date for migration of historical email.
Based on the answers to items 1 and 2, you can decide on the cutoff date for historical email migration. Although Oracle Email Center does not have any constraint on migrating older historical emails, Oracle recommends that you do not migrate historical emails if they are not needed. Following this advice results in a quicker migration process.
Manually delete unneeded emails the the Admin and Retry folders.
Email Center also migrates emails in the Admin and Retry folders, and these are processed as new emails in the new system because they were never processed in the pre-release 12 system. Therefore, manually delete emails from these folders if you do not want to process these emails from before release 12.
It is possible that emails in the Retry folder are so old that it makes no sense to process them now. Recent emails in the Admin and Retry folders can be left as-is and are processed as new emails in release 12.x If you do not want these emails to be processed, then delete them or move them to a separate folder.
Remove unneeded historical emails.
While migrating historical emails, those from the the release 11.5.10 Archived folder are migrated as well. The main reason that these emails are archived is that they are not required in normal operations. Therefore, if archived emails are not required to be processed, then use one of the following ways to avoid doing so:
Use a historical cutoff date that is more recent than the most recent archived emails in the system.
Purge the archived emails. This option is not available for release 11.5.9.
Delete these emails or move them to another folder. This is the only option for release 11.5.9.
Remove unneeded emails in the Sent, Deleted, and Resolved folders.
Processing emails in the Sent, Deleted, and Resolved folder during migration also requires some thought. An email is in the Deleted folder only for interaction history purposes. Therefore, if you think that these or those in the Sent and Resolved folders are unneeded for release 12.x, then clean them up manually. In release 11.5 10, you can use the archiving and purging feature to do so.
Check the System to Which You Are Migrating
After a release 12.x patchset is applied to a pre release 12 environment, you are not able to view the old administration console. Therefore, before starting migration do the following:
Ensure that the database links from Oracle Applications to OES are working fine. This is a very important step.
Stop all OES processes to prohibit any inbound emails from coming into the system.
Confirm that no messages are in the preprocessing queue, that is, no records are in iem_pre_mdts.
Confirm that the Outbox Processor console has no pending message to process.
Confirm that the folders Classifications, Archived, Resolved, Sent, and Deleted exist for each account.
During the migration process, the system tries to access these folders and can hang if they do not exist. This scenario arises if folders are manually deleted or renamed, for example.
Apply the required installation and post installation patches.
Oracle implementation guides to not provide patch numbers for product installation. Instead, use installation and release documentation to verify and apply the required installation and post-implementation patches for the migration feature. Contact Oracle Support for access to such patches.
Use a Test Environment
It is recommended that you test the migration process in a test environment and only then attempt it in a production environment. Observe the following checklist while running it in the test instance:
Have a valid release 12.x test instance that has existing release 11.5.10 Oracle Email Center related data.
The release 11.5.10 data present in this new release 12.x test instance must be valid in all respects. For example, the database link and account must be valid.
If migration is tested in a clone release 12.x instance, make sure that all release 11.5.10 data should exist and is valid. Migration cannot be tested in a fresh release 12.x instance because it is driven by release 11.5.10 configuration data.
Migrating Emails
Submit a Concurrent Request for Email Center Migration
Login
HTML Login URL
Responsibility
Email Center Administrator
Steps
Navigate to Monitoring > Concurrent Program.
Submit the request Start Email Center Migration with values for the following parameters:
Number of Workers: Number of concurrent threads that act as workers.
Historical Date: The application migrates historical data after this date. For example, if you specify 10th January 2007, then it will migrate all historical emails after 10th January 2007.
Submit the concurrent request.
Start the Email Center Download Processor in Migration Mode
Log in to Oracle Applications Manager.
Navigate to Application Services, and click Go.
Select the service name Email Center Download Processor.
Click View Details.
The Service Instances for Email Center Download Processor page appears.
Select Email Center Download Processor – Migration Mode.
Click Edit.
The Email Center Download Processor page appears.
Click Edit Service Parameters.
Ensure that MODE=MIGRATION..
Click Save to save changes.
This value is then set by default.
Caution: Parameters are case sensitive. Do not modify other parameters unless so specified in a document or instructed by Oracle Support or the Development team.
Navigate to Service Instances for Email Center Download Processor as specified in steps 3 and 4.
Click Start to start Download Processor in Migration Mode.
Viewing the Migration Summary
Use the steps below to view a summary of your migration status.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Migration subtab.
The Migration Summary page appears, displaying a summary view table.
In the Select column, click the radio button for the account on which you want to see migration summary statistics.
The Account Details area on the Migration Summary page refreshes to display summary information for the selected account.
Viewing Migration Error Details
Use the steps below to view migration error details.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Migration subtab.
The Migration Summary page appears, displaying a summary view table.
In the Select column, click the radio button for the account on which you want to see migration summary statistics.
The Account Details area on the Migration Summary page refreshes to display summary information for the selected account.
In the Error Details column, click the icon corresponding to the email type for which you want to view error details.
The Error Details page appears displaying a summary view table of all the migration errors for the selected email type..
Retrying Failed Migration Items
Use the steps below to retry failed migration items.
Login
HTML Login URL
Responsibility
Email Center Administrator
Prerequisites
none
Steps
Click the Monitoring tab.
Click the Migration subtab.
The Migration Summary page appears, displaying a summary view table.
In the Select column, click the radio button for the account on which you want to see migration summary statistics.
The Account Details area on the Migration Summary page refreshes to display summary information for the selected account.
In the Error Details column, click the icon corresponding to the email type for which you want to view error details.
The Error Details page appears displaying a summary view table of all the migration errors for the selected email type..
In the Select column, click the box for the work item you want to retry, and click Retry.
The selected item is retried.