Siebel Email Administration Guide
What's New in This Release
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Overview of Siebel Email Response
About Inbound and Outbound Communications
Fundamentals of Using Siebel Email Response
Features for Siebel Email Response
Server Components for Siebel Email Response
Timestamp Fields
Cryptographic Protocols and Communications Drivers
Structured and Unstructured Email Processing
Service-Level Agreements
Siebel Workflow and Routing and Queueing Methods
Spell Check
Multiple Organizations and Siebel Email Response
Contact Identification by Email Address
Smart Character Set
Methods for Deploying Siebel Email Response
Implementation Team
Siebel Email Response in a Global Environment
Siebel Email Response and Siebel Business Applications
Architecture for Siebel Email Response
Workflows for Siebel Email Response
Processing Incoming Email
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Planning Deployment of Siebel Email Response
About Deployment Planning for Siebel Email Response
Business Analysis for Deployment of Siebel Email Response
Setup Information for Siebel Email Response
Requirements for Setting Up Siebel Email Response
About Implementing Routing and Queueing Processes
Comparison of Routing and Queueing Methods
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Global Deployment of Siebel Email Response
Smart Character Set for Siebel Email Response
Enabling Smart Character Set
About Global Deployments for Siebel Email Response
Planning Global Deployments for Siebel Email Response
Setting Up Global Deployments for Siebel Email Response
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Configuring Communications Drivers and Profiles for Email
About Setting Up Parameters for Communications Drivers
Communications Drivers Provided with Siebel Business Applications
Email Servers That Oracle Validates
About Profiles for Communications Drivers
Contexts of Use for Communications Driver Profiles
Process of Setting Up Communications Driver Profiles
Creating Communications Driver Profiles
Assigning Parameter Overrides to Communications Driver Profiles
Enabling Cryptographic Protocols for Communications Drivers
Submitting Changes for Communications Driver Profiles
Process of Setting Up Response Groups
Creating Response Groups
Adding Input Arguments to Response Groups
Associating Profiles with Response Groups
Submitting Changes for Response Groups
Starting Response Groups
How Communications Drivers Process Email Messages
Email Directories and Driver Parameters
Output Parameter Values for Communications Drivers
Overview of the Processing Flow of Inbound Email Messages
Attachments Created When Inbound Email Is Received
Attachments Created When Outbound Email Is Sent
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Configuring User Interface Elements
Configuring Recipient Groups for Requests and Advanced Templates
About Recipient Groups
Predefined Recipient Groups
Configuring Substitution Fields for Recipient Groups
Configuring Additional Recipient Groups and Recipient Sources Applets
Configuring Recipients for Send Commands
Configuring Nonjoined Generic Recipients
Configuring Joined Generic Recipients
Configuring Default Templates for Send Email Command
Configuring the Retry Interval for Outbound Email
Configuring Invalid Characters or Symbols in Email Attachment Names
Process of Authenticating Sender Email Addresses
Authenticating Sender Email Addresses Using Employee Email Addresses
Authenticating Sender Email Addresses Using Alternate Email Addresses
Recapturing the Account ID
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Configuring Communications Templates
About Communications Templates
Content and Formatting for Templates
Substitution Fields in Templates
Visibility and Access for Templates
About Catalogs and Categories for Siebel Email Response
About Solutions
Solutions and Templates Decision Table
Creating Simple Templates
Creating Advanced Templates
Editing and Formatting Controls for Text in Templates
Specifying Template Items for Advanced Templates
Modifying Files for Template Items
Copying or Deleting Templates and Template Items
Using Substitution Fields in Templates for Siebel Email Response
Creating a Catalog and Categories
Setting Up a Catalog for Siebel Email Response
Setting Up Categories for Siebel Email Response
Using Access Groups to Filter Objects
Process of Setting Up HTML Wrapper Templates
Creating Wrapper Templates
Creating Advanced Templates for Wrapper Templates
Modifying the eMail Response - Client Send Email Workflow
Fields for Templates
Fields for the Templates List
Fields for the Simple Form
Fields for the Advanced Form
Fields for Template Items
Fields for the Template Items List
Fields for the Template Item Form
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Administering Siebel Communications Server for Siebel Email Response
Siebel Server Requirements for Siebel Communications Server
Server Components for Siebel Communications Server
Synchronizing Batch-Mode Server Components
About Setting Up Siebel Communications Server for Siebel Email Response
About Setting Up Siebel Communications Server for Real-Time Email Processing
About Setting Up Siebel Communications Server for Nonreal-Time Email Processing
About Starting Server Components
Task Failures at the Email Process Level
Main Tasks and Subtasks
Administering Communications Inbound Receiver
Event Processing for Real-Time and Nonreal-Time Processing
Running Communications Inbound Receiver
Configuring Parameters for Communications Inbound Receiver
Activity Attachments Stored for Incoming Messages
Events and Communications Inbound Receiver
Event States
State Transitions
Event Processing
Errors Encountered While Processing Events
Logged Event Types and Subtypes
Administering Communications Inbound Processor
Running Communications Inbound Processor
Administering Communications Outbound Manager
Running Communications Outbound Manager
Configuring Communications Outbound Manager
Specifying Siebel Server for Communications Outbound Manager
Specifying Component Name for Outbound Communication Requests
Outbound Communications for Siebel Mobile Web Client
Starting Server Components
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Defining Outbound Communication Requests
About Outbound Communication Requests
Prerequisite Information for Recipient Addressing
Siebel Views for Working with Outbound Communication Requests
Creating and Submitting Outbound Communication Requests
Creating Outbound Communication Requests
Submitting Outbound Communication Requests
Configuring Subrequests
Deleting Outbound Communication Requests
Fields for Outbound Communication Requests
Restarting an Aborted Communications Outbound Manager Component
Monitoring Outbound Communication Requests
Status Settings for Outbound Communication Requests
Monitoring Outbound Communication Requests as Server Requests
Status Settings for Server Requests
Viewing Activity Records for Outbound Communication Requests
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Managing Workflows for Siebel Email Response
About Processing Email with Siebel Workflow
About Process Properties for Siebel Email Response
About Modifying Process Properties for Siebel Email Response
Preconfigured Workflow Processes for Siebel Email Response
eMail Response - Process Message Workflow
eMail Response - Parse Junk Mail Workflow
Parse Message Step
eMail Response - Create Activity Workflow
eMail Response - Send Acknowledgement Workflow
Route Message Subprocess
eMail Response - Process Service Request Workflow
Lookup Sender Step
Update Subprocess
Status Subprocess
Submit Subprocess
Query Subprocess
Help Subprocess
eMail Response - Response Workflow
eMail Response - Client Send Email Workflow
Configuring Email Response to Capture Emails Sent with External Email Clients
eMail Response - Update Activity from BCC Message
Defining the BCC Email Address
Managing Workflow Processes and Subprocesses
Setting the Log Levels for Workflow Steps
Revising Workflow Processes
Testing Workflow Processes
Activating Workflow Processes
Determining Workflow Subprocesses
Running the Process Simulator
Process of Modifying Workflow Processes
Setting Up Junk Mail Processing for Certain Messages
Parsing Message Text for the Campaign ID
Parsing Message Subjects for the Campaign ID
Parsing for Fields in Incoming Email
Adding Query Fields to the Search Spec Workflow
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Managing Email, Fax, and Other Communications Products
Managing Integrations with Email and Fax Servers
Integrating with Email Server Products
Using HTML Email
Integrating with Fax Products
Configuring Fax Integration Elements in Siebel Tools
Settings for Internet SMTP/IMAP Server Driver
Settings for Internet SMTP/POP3 Server Driver
Parameters for Internet SMTP/IMAP Server Driver and Internet SMTP/POP3 Server Driver
Configuring Client-Side Integration for Send Email Command
Process of Configuring Third-Party Email Integrations
Creating and Configuring the Attachments Directory
About Installing Siebel Email Form
Installing Siebel Email Form for Lotus Notes
Installing Siebel Email Form for Microsoft Outlook
Overview of Completing Configuration for Email Client
Completing Configuration for Lotus Notes
Completing Configuration for Microsoft Outlook
Parameters for Email Client
Modem-Based TAP Paging Driver
Settings for Modem-Based TAP Paging Driver
Parameters for Modem-Based TAP Paging Driver
FTP Driver
Settings for FTP Driver
Parameters for FTP Driver
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Using Communications Operations
About Email Messages for Siebel Email Response
About Status Field Changes for Email Messages
Process of Managing Email Messages for Siebel Email Response
Replying to Incoming Messages
Resending Outgoing Messages
Resending Outgoing Messages That Have Failed Because of Incorrect Email Addresses
Using Templates in Outgoing Messages
Saving Drafts of Outgoing Messages
Retrieving Drafts of Outgoing Messages
Saving Messages as Templates
Specifying Preferences for Outbound Communications
Preference Settings for Outbound Communications
Creating Communications Profiles for Personal Use
Using Send Commands to Send Messages
About Send Commands
Sending Email Messages Using Native Siebel Email Client
Sending Email Messages Using Lotus Notes or Microsoft Outlook
Sending Email Messages Using an External Email Client in Siebel Open UI
Sending Faxes
Editing and Formatting Controls for Send Email and Send Fax Commands
Sending Wireless Messages
Sending Pages
Creating Activities for Send Commands
Activity Types for Send Commands
Contact Matching for Activity Records
Specifying Settings for Mobile Devices
Configuring Mobile Devices
Configuring Message Delivery
Configuring Mobile Alerts
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Using Wireless Messaging
About Wireless Messaging
Configuring Wireless Messaging
Connecting Directly to Wireless Network Operators
Configuring Siebel Server Components for Wireless Messaging
Configuring Communications Drivers and Profiles for Wireless Messaging
Administering Mobile Devices
Specifying Information for Mobile Devices
Settings for Mobile Devices
Settings for Device Addresses
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Troubleshooting Siebel Email Response
About Troubleshooting Siebel Email Response
Troubleshooting Siebel Email Response Issues
About Investigating and Reporting Processing Abnormalities
Process of Troubleshooting Siebel Email Response
Resolving Issues for Nonreal-Time Processing
Resubmitting Failed Email
Synchronizing Batch Components
Diagnosing Errors for Communications Inbound Receiver
Finding Last Encountered Error in Communications Inbound Receiver
Resolving Issues for Response Groups
Tagging Inbound Email Messages as Faxes
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Business Service Methods for Siebel Email Response
Siebel Email Response and Business Services
Inbound Email Manager Business Service
Input Arguments for Methods of Inbound Email Manager
Inbound Email Database Operations Business Service
Input Arguments for Methods of Inbound Email Database Operations
Outbound Communications Manager Business Service
Arguments for Methods of Outbound Communications Manager
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