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Siebel Email Administration Guide > Overview of Siebel Email Response > Architecture for Siebel Email Response > Processing Incoming EmailAfter a customer sends an email to your company, your email server, which is connected to the Siebel Server, receives the email and passes it to Communications Inbound Receiver. Communications Inbound Receiver resides on the Siebel Server and has a primary role in the Siebel Email Response processes. Email processing uses workflow processes, which call other Siebel Server components, such as Assignment Manager. Communications Inbound Receiver uses the Internet SMTP/POP3 Server driver or Internet SMTP/IMAP Server driver to periodically connect to your email server and check for new email messages. When Communications Inbound Receiver detects a new message, it completes the following tasks:
Real-Time and Nonreal-Time ProcessingDepending on your business requirements, you can process email in one of the following ways: Figure 2 provides examples of different configurations for Communications Inbound Receiver and Communications Inbound Processor in your Siebel Enterprise, as follows:
Real-Time ProcessingReal-time email processing uses only one server component, the Communications Inbound Receiver. Communications Inbound Receiver both receives and processes inbound messages. Communications Inbound Processor is not used in real-time processing. This type of processing is best for businesses with a low volume of email customers or businesses that primarily use phone events because these events always use real-time processing. Figure 3 describes the architecture for real-time email processing. This figure shows that Communications Inbound Receiver (CIR) pulls email from the email server. CIR includes the Workflow Process Manager (WPM) and Server Request Broker (SRB), and CIR communicates with the Siebel File System (SFS) and with other entities, such as the driver and the user interface (UI). For information about how to enable real-time email processing, see Enabling Real-Time Email Processing. For more information about processing email in real time, see Events and Communications Inbound Receiver. Nonreal-Time ProcessingNonreal-time email processing has two server components, the Communications Inbound Receiver and the Communications Inbound Processor, running as separate server components. This type of processing enables you to have multiple instances of Communications Inbound Receiver and Communications Inbound Processor on different Siebel Servers, providing a distributed architecture that is more scalable and reliable. Figure 4 describes the architecture for nonreal-time email processing. This figure shows that Communications Inbound Receiver (CIR) pulls email from the email server. CIR includes Server Request Broker (SRB), and Communications Inbound Processor (CIP) includes the Workflow Process Manager (WPM). CIR and CIP communicate with each other, with the Siebel File System (SFS), and with other entities, such as the driver and the user interface (UI). For information about how to enable nonreal-time email processing, see Enabling Nonreal-Time Email Processing. Siebel Workflow and Processing Incoming EmailCommunications Inbound Processor uses the Workflow Process Manager, part of Siebel Workflow, to process an email message in several different ways, depending on the workflow process that you select to handle that type of message. Siebel Email Response includes several preconfigured workflow processes that provide email processing features. For more information, see Managing Workflows for Siebel Email Response. You can set up the Workflow Process Manager to perform the following tasks:
About Returning Replies to CustomersThe agent reviews the message using the Siebel client and composes and sends a reply using templates that users configure for your company's needs. When the agent sends the reply, the Communications Outbound Manager server component sends the reply through your email server using the SMTP communication protocol. Your email server then sends the email over the Internet to the customer's email server, and the customer's email server delivers the email to the customer's mailbox. Figure 1 illustrates this process. |
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