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Setting Up Information for Email

Customers can submit email messages by completing a form in the Contact Us view. The contents of the form are converted into an email message and routed to an email address in your email application.

You must enable the Communications Management component group to process inbound email. This component group is started with the Siebel Server process to process inbound email. You can verify a successful email submission in Siebel Call Center by checking the logged event for this task in the Administration - Server Management screen. For more information, see Siebel CTI Administration Guide.

Siebel Communications Server processes inbound and outbound communication messages for the Siebel application. Siebel eService uses Siebel Communications Server to process the inbound structured email forms that customers submit. For more information, see Siebel CTI Administration Guide.

To set up information for email

1. Navigate to the Administration - Application screen, then the Contact Us view.
2. In the Email, Fax and Mail Accounts list, add a record, and complete the necessary fields.

   Some fields are described in the following table.

   Field	Comments
   Account	Type the name of the account. Customers see this name in the drop-down list for the To field of the email form in the Contact Us view of the Siebel eService Web site when both of the following conditions are met: The customers are associated with the organization for the account. The account has an email address.
   Account Type	Displays a value of Contact Us.
   Address	Select the address for the account. When you click the select button for this field, the Company Addresses dialog box appears. You can select multiple addresses, but only one address can be the primary address for the account. In the dialog box, you can also create a new address record. When you select or create an address record, the other fields in the Email, Fax and Mail Accounts list are populated with the data from that record. If an existing record in the Company Addresses dialog box has no values or incorrect values in the fields for the email address, telephone number, or fax number, then you can change the values for these fields in the dialog box.
   Email	Displays the email address for the address that you select or create in the Company Address dialog box.
   Phone #	Displays the telephone number for the address that you select or create in the Company Addresses dialog box.
   Fax #	Displays the fax number for the address that you select or create in the Company Addresses dialog box.

3. Navigate to the Email Subjects view.
4. Add an email subject record, and complete the necessary fields.

   Some fields are described in the following table.

   Field	Comments
   Name	Type a name for the subject record.
   Subject	Type the text for the subject record. Enter at least one subject for each account with an email address. You can create multiple subjects for an account with an email address.