11Managing Email, Fax and Other Communications Products
Managing Email, Fax, and Other Communications Products
This chapter provides information about configuring and managing integrations with email servers, fax servers, and other communications products. It includes the following topics:
Managing Integrations with Email and Fax Servers
Siebel Business Applications include communications drivers that support email and fax. These drivers are the Internet SMTP/IMAP Server driver and the Internet SMTP/POP3 Server driver. For more information about specifying recipients for email or fax messages, see Configuring Recipient Groups for Requests and Advanced Templates and Configuring Recipients for Send Commands. For more information about communications drivers, see Communications Drivers Provided with Siebel Business Applications and Process of Setting Up Communications Driver Profiles.
The Internet SMTP/IMAP Server driver and the Internet SMTP/POP3 Server driver support inbound email for Siebel Email Response and support outbound email and fax messages for other Siebel application modules and features. Outbound email and fax messages are sent using:
Siebel Email Response (email only).
Send Email and Send Fax commands.
Outbound communication requests views in the Administration - Communications screen (for administrators) and Communications screen (for users).
Workflow policies and workflow processes that you create using Siebel Workflow.
Any module that invokes methods of the Outbound Communications Manager business service to send email or fax messages.
Integrating with Email Server Products
Sending outbound email messages and receiving inbound email messages using Siebel Communications Server requires that you integrate your email server products. You must configure profiles for the Internet SMTP/IMAP Server driver or the Internet SMTP/POP3 Server driver by using the parameters described in the table in the topic Parameters for Internet SMTP/IMAP Server Driver and Internet SMTP/POP3 Server Driver. For information about supported third-party products, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.
Client-side email integration with Lotus Notes or Microsoft Outlook, options for the Send Email command, does not use Siebel Communications Server. For more information, see Configuring Client-Side Integration for Send Email Command.
Using HTML Email
HTML email messages are supported for both outbound and inbound email and for all Siebel application features that use Siebel Communications Server to process email.
For inbound email, the HTML email is rendered in the browser (running the Siebel client) according to the capabilities of the browser.
For outbound email, HTML tagging is applied in various ways or by various features, including any combination of the following:
The Web browser might apply tagging when you use HTML editing controls with the Send Email command with Siebel Email Response replies, or when you edit template text.
Tagging might be included in text or other elements you copy from a browser and paste into an email message or template text.
You might manually apply tagging to template items for advanced templates.
You might specify tagging in HTML wrapper templates.
User preferences determine whether users can access editing controls for formatting HTML outbound email. When you specify HTML, the tags that the HTML editing controls apply are subject to the capabilities of the supported browser. You specify the HTML editing preference separately for Send Email or for Siebel Email Response. Some tags are implicitly inserted, regardless of whether a user uses any specific HTML editing controls. The browser applies, or removes, other tags as the user formats the email text using these controls.
If HTML outbound email is generated, then an email message that is actually sent might be constructed as a MIME multipart or alternative email message, containing an HTML version and a plain-text version of the message. You can specify this behavior by setting the Create Plain Text From HTML parameter to TRUE for the Internet SMTP/IMAP Server driver (or the Internet SMTP/POP3 Server driver) or for applicable profiles.
The Ignore HTML Tags setting, in the Spelling view of the User Preferences screen, causes the spell check features to ignore any text enclosed in angle brackets (< and >), even text that did not originate from HTML tags. If a left angle bracket (<) appears in the text, then the spell check feature ignores all subsequent message text because it expects a matching right angle bracket (>).
Related Topics
Content and Formatting for Templates
Editing and Formatting Controls for Text in Templates
Preference Settings for Outbound Communications
Editing and Formatting Controls for Send Email and Send Fax Commands
Parameters for Internet SMTP/IMAP Server Driver and Internet SMTP/POP3 Server Driver
Integrating with Fax Products
Sending outbound fax messages requires that you integrate your email server products with Siebel Communications Server and integrate your fax server with your email server. In addition, you must prepare your Siebel applications to format fax addressing data correctly.
Siebel applications do not directly send any fax messages. Instead, they send an email message to an email address that is formatted to include the recipient fax number. The email-fax gateway server passes this email to the fax server. The fax server converts the email to a fax and sends it to the recipient fax number. For information about supported third-party products, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.
Most fax software sends a notification message when a fax is not transmitted to the destination. You can set up some fax software to send a notification when a fax is transmitted successfully. If you configure the fax server to send notifications to the sender, then the notification appears in the mailbox that corresponds to the profile that is used to send the fax.
You must configure your fax software, such as OpenText RightFax, to communicate with the email server over a configured gateway connection (or communications link). For example, when installing OpenText RightFax, use the gateway for SMTP, IMAP, or POP3. For more information about email-fax gateways, see the documentation for your fax software.
You must also create an email account (mailbox) that only the fax server monitors. For example, email messages addressed to the email account that OpenText RightFax uses are transmitted through the gateway connection, and the fax server automatically retrieves them, converts them into faxes, and sends them. Each OpenText RightFax email gateway for SMTP, IMAP, or POP3 can monitor a single such email account.
Configuring Fax Integration Elements in Siebel Tools
Siebel Business Applications contain default configuration data for sending messages for OpenText RightFax processing. You must modify the configuration data in Siebel Tools to process fax recipient information correctly for your fax server, as necessary, and to work with your email account for the fax server. For more information about configuring user properties and working with Siebel Tools, see Configuring Siebel Business Applications and Siebel Developer's Reference.
For each business component from which you want to extract fax addressing information for recipients, set the Recipient Fax Address Field user property to the appropriate field, such as the Fax Address field for the Contact business component.
For example, in views that are based on the Contact business component, users might enter customer fax information in the Fax Phone # field. The Fax Address field is a calculated field that prepares fax addressing data obtained from the Fax Phone # field for use with your fax server. In this scenario, specify the Fax Address field in the Recipient Fax Address Field user property.
The formatting for fax-related fields depends on your fax server requirements. By default, the calculated field value for the Fax Address field or equivalent fields contains fax formatting that applies to OpenText RightFax and specifies the email account that the fax server monitors. You must modify all such field values as appropriate for your specific fax integration.
For example, for OpenText RightFax, the calculated value must specify the email account that the fax server monitors and the field, such as Fax Phone #, that contains the specific fax address for the recipient.
By default, the Fax Address field for the Contact business component, for example, contains the following value for the Calculated Value field in Siebel Tools:
IIF([Fax Phone #] IS NOT NULL, '"/fax='+ToChar([Fax Phone #])+'/" <replace_me@replace.me.com>', "")
For OpenText RightFax, modify replace_me@replace.me.com to specify the email address for your fax integration. Retain the <> brackets enclosing the email address. Also make sure that a space character precedes the open bracket (<) that precedes the email address.
Settings for Internet SMTP/IMAP Server Driver
The following table lists the settings for the driver record for the Internet SMTP/IMAP Server driver. These settings appear in the Communications Drivers and Profiles view of the Administration - Communications screen.
Table Internet SMTP/IMAP Server Driver Settings
| Field Name | Value |
|---|---|
Name |
Internet SMTP/IMAP Server |
Channel Type |
|
Inbound |
On |
Outbound |
On |
Interactive |
Off |
Channel String |
IMAPSMTP |
Library Name |
sscmmail |
Settings for Internet SMTP/POP3 Server Driver
The following table lists the settings for the driver record for the Internet SMTP/POP3 Server driver. These settings appear in the Communications Drivers and Profiles view of the Administration - Communications screen.
Table Internet SMTP/POP3 Server Driver Settings
| Field Name | Value |
|---|---|
Name |
Internet SMTP/POP3 Server |
Channel Type |
|
Inbound |
On |
Outbound |
On |
Interactive |
Off |
Channel String |
POP3SMTP |
Library Name |
sscmmail |
Parameters for Internet SMTP/IMAP Server Driver and Internet SMTP/POP3 Server Driver
The following table lists the supported parameters for the Internet SMTP/IMAP Server and Internet SMTP/POP3 Server communications drivers. Some parameters apply only to inbound email processing of messages retrieved from an IMAP server or a POP3 server (for Siebel Email Response). Some parameters apply only to outbound email sent using an SMTP server.
Table Internet SMTP/IMAP Server and Internet SMTP/POP3 Server Driver Parameters
| Name | Required | Default Value | Description |
|---|---|---|---|
Charset |
No |
UTF-8 |
The character set that might apply to an outbound email message. For more information about character sets and how they apply to Siebel Business Applications, see Siebel Global Deployment Guide. For an outbound email message that is a reply to an inbound email message, this parameter has effect only when the character set of the inbound message cannot be determined. For all other outbound email messages, the value of this parameter for the driver profile determines the character set. If you do not define this parameter, then the UTF-8 character set applies. When an inbound email message is received that uses a specific character set, the character set is stored on the activity record for the inbound message. If you do not define this parameter, then the UTF-8 character set applies. The default Response Email Encoding parameter is UTF-8. In replying emails, the character set will always use UTF-8 as default. The character set from inbound email and driver profile will be ignored. You can configure Response Email Encoding to use SMART CHAR SET or SMART CHAR SET VALIDATION. In this case when an agent replies to this message, the character set is retrieved from the activity record, so the reply uses the same character set. If, however, the character set of the inbound email message cannot be determined, then the character set for the value of the Charset parameter for the driver profile is used. |
Convert Incoming To Plain Text |
No |
FALSE |
A value that specifies whether incoming HTML email is converted to text/plain format. You can set this parameter to TRUE, for example, if your incoming email accounts receive HTML spam messages that are image-based and consequently cannot be easily filtered out. When this setting is TRUE, such images do not appear for your contact center agents. |
Create Plain Text From HTML |
No |
FALSE |
A value that specifies whether plain text is created from HTML. If this parameter is TRUE, and an outbound message contains text tagged with HTML but no plain text, then the plain text is synthesized (extracted) from the HTML and sent as an alternate to the HTML. This situation might apply in the following scenarios:
Sending separate plain-text and HTML versions of the same message body is called MIME multipart or alternative support. To increase performance when sending HTML messages to recipients known to use email clients that can read or convert HTML messages, set this parameter to FALSE. For more information about HTML email, see Using HTML Email. For more information about setting outbound communications user preferences, see Preference Settings for Outbound Communications.
Note: When you set this parameter to TRUE, the results might not be compatible with all major email clients. Consider this factor before you set this parameter to TRUE.
|
Delete Processed Messages |
No |
TRUE |
A value that specifies whether processed messages are deleted. If you set this parameter to TRUE, then messages are deleted from the incoming email directory after they are processed. If you set this parameter to FALSE, then messages are moved to the processed email directory after they are processed. For more information, see the descriptions of the Incoming Email Directory and Processed Email Directory parameters. |
Delivery Status Domain |
No |
Not applicable |
The domain name for the email server that handles delivery status notification messages. Such messages might be generated in response to outbound mail messages sent using this profile. This parameter and the Delivery Status Mailbox parameter specify the email address for delivery status notification messages that the SMTP command MAIL FROM uses.
Note: Use these parameters only if delivery status notification messages are processed on a separate email server than the email server that processes normal customer responses.
Regular customer responses to outbound messages are sent to the email address in the Reply-To Address or From Address parameters. For more information, see the description of the Delivery Status Mailbox parameter. |
Delivery Status Mailbox |
No |
Not applicable |
The email address, in the domain for the Delivery Status Domain parameter, that receives delivery status notification messages. For more information, see the description of the Delivery Status Domain parameter. |
Enable SSL for Backup SMTP |
No |
FALSE |
A value that specifies whether SSL (Secure Sockets Layer) is used to encrypt the SMTP session (for the backup SMTP server) between the email server and the Siebel Server. Use the SMTP Backup Server parameter to specify the backup SMTP server name. For more information, see the descriptions of the Enable SSL for SMTP, Use EHLO, and SMTP Backup Server parameters. |
Enable SSL for IMAP (Internet SMTP/IMAP Server driver only) |
No |
FALSE |
A value that specifies whether SSL (Secure Sockets Layer) is used to encrypt the IMAP session between the email server and the Siebel Server. If an SSL session cannot be negotiated, then the IMAP connection is aborted. IMAP over SSL normally uses port 993. |
Enable SSL for POP3 (Internet SMTP/POP3 Server driver only) |
No |
FALSE |
A value that specifies whether SSL (Secure Sockets Layer) is used to encrypt the POP3 session between the email server and the Siebel Server. If an SSL session cannot be negotiated, then the POP3 connection is aborted. POP3 over SSL normally uses port 995. |
Enable SSL for SMTP |
No |
FALSE |
A value that specifies whether SSL (Secure Sockets Layer) is used to encrypt the SMTP session between the email server and the Siebel Server. The STARTTLS command executes after the EHLO command executes successfully. If the STARTTLS command fails, then the connection is aborted. An attempt is made to use the backup SMTP server instead. Use the SMTP Server parameter to specify the SMTP server name. For more information, see the descriptions of the Enable SSL for Backup SMTP and Use EHLO parameters. |
Enable TLS for Backup SMTP |
No |
FALSE |
A value that specifies whether TLS (Transport Security Layer) is used to encrypt the SMTP session (for the backup SMTP server) between the email server and the Siebel Server. Use the SMTP Backup Server parameter to specify the backup SMTP server name. For more information, see the descriptions of the Enable TLS for SMTP, Use EHLO, and SMTP Backup Server parameters.
Note: Oracle provides the parameters for enabling TLS functionality that this guide describes as part of an accelerated delivery request (ADR). To use this functionality, you must install the required patch, and perform the postinstallation configuration tasks. To implement an ADR that is included in Siebel Fix Pack 8.1.1.8, see the applicable Siebel Maintenance Release Guide on My Oracle Support.
|
Enable TLS for IMAP (Internet SMTP/IMAP Server driver only) |
No |
FALSE |
A value that specifies whether TLS (Transport Security Layer) is used to encrypt the IMAP session between the email server and the Siebel Server. If a TLS session cannot be negotiated, then the IMAP connection is aborted. IMAP over TLS normally uses port 143.
Note: Oracle provides the parameters for enabling TLS functionality that this guide describes as part of an accelerated delivery request (ADR). To use this functionality, you must install the required patch, and perform the postinstallation configuration tasks. To implement an ADR that is included in Siebel Fix Pack 8.1.1.8, see the applicable Siebel Maintenance Release Guide on My Oracle Support.
|
Enable TLS for POP3 (Internet SMTP/POP3 Server driver only) |
No |
FALSE |
A value that specifies whether TLS (Transport Security Layer) is used to encrypt the POP3 session between the email server and the Siebel Server. If a TLS session cannot be negotiated, then the POP3 connection is aborted. POP3 over TLS normally uses port 110.
Note: Oracle provides the parameters for enabling TLS functionality that this guide describes as part of an accelerated delivery request (ADR). To use this functionality, you must install the required patch, and perform the postinstallation configuration tasks. To implement an ADR that is included in Siebel Fix Pack 8.1.1.8, see the applicable Siebel Maintenance Release Guide on My Oracle Support.
|
Enable TLS for SMTP |
No |
FALSE |
A value that specifies whether TLS (Transport Security Layer) is used to encrypt the SMTP session between the email server and the Siebel Server. The STARTTLS command executes after the EHLO command executes successfully. If the STARTTLS command fails, then the connection is aborted. An attempt is made to use the backup SMTP server instead. Use the SMTP Server parameter to specify the SMTP server name. For more information, see the descriptions of the Enable TLS for Backup SMTP and Use EHLO parameters.
Note: Oracle provides the parameters for enabling TLS functionality that this guide describes as part of an accelerated delivery request (ADR). To use this functionality, you must install the required patch, and perform the postinstallation configuration tasks. To implement an ADR that is included in Siebel Fix Pack 8.1.1.8, see the applicable Siebel Maintenance Release Guide on My Oracle Support.
|
Failed Email Directory |
No |
Not applicable |
The directory where failed incoming email messages retrieved from the IMAP or POP3 server are stored. An incoming message is a failed message if any error or exception occurs while the message is parsed. The communications driver breaks down the MIME data and mail structure content of each email message into event fields and message properties. This process is called parsing. By default, failed email messages are saved to the |
From Address |
Yes |
Not applicable |
The sender’s default email address for outbound communications. Use one of the following forms:
Use the second form if you want the recipient to see a display name for the sender, in addition to the email address. The specified address is passed to the SMTP server in the MAIL FROM command within the SMTP message transmission envelope, and is used as the From: address in the message header.
Note: Users who create email or fax profiles for personal use can use a profile parameter override to specify their own email address for the From Address parameter. For more information, see
Creating Communications Profiles for Personal Use.
If no parameter value is available, then the driver tries to use the SenderAddress that is passed to it when it composes and sends an email.
Note: For a profile for inbound communications, the From Address parameter represents the recipient’s email address. You specify this profile for a response group.
|
IMAP Account Name (Internet SMTP/IMAP Server driver only) |
Yes |
Not applicable |
The account name for the IMAP mailbox from which to retrieve inbound communications. |
IMAP Account Password (Internet SMTP/IMAP Server driver only) |
Yes |
Not applicable |
The password for the IMAP mailbox account. The maximum length is 250 characters. |
IMAP Server (Internet SMTP/IMAP Server driver only) |
Yes |
Not applicable |
The host name or IP address of the computer on which the IMAP server runs.
Note: If you specify a host name instead of an IP address for this parameter value, then you must include a corresponding entry in your DNS server or the local hosts file. If an IP address parameter value works correctly, but a problem occurs when you specify a host name parameter value, then consult your network system administrator to verify that host name lookup is correctly configured.
|
IMAP Server Port (Internet SMTP/IMAP Server driver only) |
No |
143 |
The port the IMAP server uses to listen for new socket connections. |
IMAP Timeout (Internet SMTP/IMAP Server driver only) |
No |
60 |
The number of seconds to wait for a response from the IMAP server before timing out. |
Incoming Email Directory |
No |
Not applicable |
The directory where email messages retrieved from the IMAP or POP3 server are stored prior to processing. By default, incoming email messages are saved to the Messages move to the processed email directory after processing. If Delete Processed Messages is TRUE, then messages are deleted from the processed email directory. For more information, see the descriptions of the Delete Processed Messages and Processed Email Directory parameters.
Note: When inbound email messages are processed, they are saved in a series of formats and filenames in the incoming email directory and related directories. Corresponding attachment files to the Email - Inbound activity record are saved to the Siebel File System. For more information, see
Activity Attachments Stored for Incoming Messages.
|
LogDebug |
No |
FALSE |
The amount of detail in the log file. When the value is TRUE, data output in the log file is more detailed than when the value is FALSE. The additional detail in the log file can help you to troubleshoot. Log files are created in the
|
Loopback Detection Interval |
No |
90 |
An integer value that specifies the number of seconds between receipt an inbound email message and receipt of a previous email message from a sender with the same email address. Inbound email messages with this parameter value or less are flagged as loopback messages. A message is a loopback message if the following factors apply:
This parameter is based on the premise that a message received within a short period of time is probably an auto-response. For example, if you receive a message, and an auto-acknowledgement is sent, then that auto-acknowledgement message can generate a return auto-response when the recipient processes it. Setting this parameter can prevent message looping that can occur in this scenario. If you set this parameter value too high, then you might reject valid follow-up messages. If you set this parameter value too low, then the driver might not correctly detect an inbound message that is an auto-response. Loopback messages are not auto-acknowledged or auto-responded. They might be moved to a loopback email directory or processed like other messages. For more information, see the descriptions of the Loopback Email Directory and Process If Loopback Detected parameters. |
Loopback Email Directory |
No |
Not applicable |
The directory where email messages that are loopback messages are stored, if they are not to be processed. By default, loopback messages are saved to the For more information, see the description of the Loopback Detection Interval and Process If Loopback Detected parameters. |
Max Line Length |
No |
74 |
An integer value that specifies the maximum line length, in characters, for outbound messages sent using this profile. The parameter value is enforced only if you use a text/plain encoding or text/html encoding parameter value of None, 7bit, or 8bit, and one or more text lines exceed 998 bytes without a carriage return line feed. (The character set in use also determines the line length in bytes.) The value must be between 40 and 124. If you specify no value, then the default line length is 74 characters. If the encoding in effect is quoted-printable or base64, then the Max Line Length parameter is not enforced. For more information, see the descriptions of the text/html encoding, text/plain encoding, and Charset parameters. |
Max Sends Per Session |
No |
0 |
An integer value that forces the driver to log off of the SMTP server after sending the number of messages in this parameter. The driver then logs on again for the next send request. Some SMTP servers might have problems sending a large number (1000 or more) of messages in one session. A value of 0 (zero) means that the driver never logs off of the SMTP server. |
Parse Embedded Messages |
No |
TRUE |
A value that specifies whether embedded messages are parsed to display inbound message content as attachments in the Siebel application. If you set this parameter to FALSE, then embedded messages are not parsed, but are instead turned into attachments with the EML file extension. You can use programs that can view MIME files, including Microsoft Outlook Express, to view EML files. For more information, see Activity Attachments Stored for Incoming Messages. |
PollingInterval |
No |
30 |
The number of seconds the communications driver waits between consecutive POP3 and IMAP sessions before checking again for new inbound email on the POP3 or IMAP mail server. It is recommended that you set the PollingInterval parameter to 120 when you assign parameter overrides for a communications driver profile. Increase the time in this way so that all email messages on the POP3 or IMAP proxy server are polled successfully, regardless of the message size. |
POP3 Account Name (Internet SMTP/POP3 Server driver only) |
Yes |
Not applicable |
The account name for the POP3 mailbox from which to retrieve inbound communications. |
POP3 Account Password (Internet SMTP/POP3 Server driver only) |
Yes |
Not applicable |
The password for the POP3 mailbox account. The maximum length is 250 characters. |
POP3 Server (Internet SMTP/POP3 Server driver only) |
Yes |
Not applicable |
The host name or IP address of the computer on which the Internet POP3 server runs.
Note: If you specify a host name instead of an IP address for this parameter value, then you must include a corresponding entry in your DNS server or the local hosts file. If an IP address parameter value works correctly, but a problem occurs when you specify a host name parameter value, then consult your network system administrator to verify that host name lookup is correctly configured.
|
POP3 Server Port (Internet SMTP/POP3 Server driver only) |
No |
110 |
The port the Internet POP3 server uses to listen for new socket connections. |
POP3 Timeout (Internet SMTP/POP3 Server driver only) |
No |
60 |
The number of seconds to wait for a response from the POP3 server before timing out. |
Priority |
No |
3 |
The priority level for an outbound message, such as a reply to an inbound email message for a customer. Depending on the email client program a customer uses, additional information might appear with the message that the customer receives. For example, an exclamation point might appear for a high-priority message. You can specify the priority level using an Internet standard number scheme (1 through 5) or the Microsoft priority scheme (Low, Normal, or High). |
Processed Email Directory |
No |
Not applicable |
The directory where email messages retrieved from the IMAP or POP3 server are moved after they are processed, unless they are to be deleted instead. The Delete Processed Messages parameter determines whether processed messages are deleted or moved to this directory. By default, if the Delete Processed Messages parameter is FALSE, then the processed email directory is the For more information, see the description of the Delete Processed Messages parameter. |
Process If Loopback Detected |
No |
TRUE |
A value that specifies how to handle an incoming message that is a loopback message. If you set this parameter to TRUE, then Communications Inbound Receiver, Communications Inbound Processor, and associated workflows process the loopback message like any other message. If you set this parameter to FALSE, then the loopback message is saved to the loopback email directory. Loopback messages are not auto-acknowledged or auto-responded. The Loopback Detection Interval parameter determines whether a message is flagged as a loopback message. For more information, see the descriptions of the Loopback Detection Interval and Loopback Email Directory parameters. |
Reply-To Address |
No |
Not applicable |
An optional reply-to email address for the message, if the address is different than the address for the From Address parameter. You can specify multiple email addresses. Separate the address with semicolons. If you specify a reply-to address, then outgoing messages have a Reply-To: header field added to the message envelope with the specified value. Use one of the following forms:
Use the second form if you want the recipient to see a display name for the sender, in addition to the email address. |
Return Attachments |
No |
TRUE |
A value that specifies whether to accept or discard attachments. If you set this parameter to TRUE, then any attachments parsed from the incoming message are passed into the Siebel application. If you set this parameter to FALSE, then the attachments are discarded. |
Save Sent Messages |
No |
FALSE |
A value that specifies whether to save sent messages. If you set this parameter to TRUE, then sent messages are saved into the sent email directory. If you set this parameter to FALSE, then sent messages are not saved. Each message is saved as a separate, MIME-encoded file in the exact format in which it was sent to the SMTP server. For more information, see the description of the Sent Email Directory parameter. |
Sent Email Directory |
No |
Not applicable |
The directory where sent messages are saved, if the Save Sent Messages parameter is TRUE. By default, if Save Sent Messages is TRUE, then messages are saved into the For more information, see the description of the Save Sent Messages parameter. |
Siebel Server |
No |
Not applicable |
The name of the Siebel Server that handles the delivery of outbound communications sent using this profile. For more information, see Specifying Siebel Server for Communications Outbound Manager. |
SMTP Account Name |
No |
Not applicable |
The account name to use for logging in to the Internet SMTP server. Use the AUTH LOGIN command to log in. Use this parameter if your SMTP server requires authentication. When you define this parameter, also specify a password in the SMTP Account Password parameter. Using the SMTP Server parameter to specify the SMTP server name
Note: You can use authentication independent of SSL or TLS encryption using the Enable SSL for SMTP or Enable TLS for SMTP parameter. If you use both authentication and SSL or TLS encryption for SMTP, then the session is encrypted before authentication, so the account name and password are not sent in clear text.
For more information, see the descriptions of the Enable SSL for SMTP, Enable TLS for SMTP, and SMTP Server parameters. |
SMTP Account Password |
No |
Not applicable |
The password for the account to use for logging in to the Internet SMTP server. For more information, see the description of the SMTP Account Name parameter. |
SMTP Backup Account Name |
No |
Not applicable |
The account name to use for logging in to the backup Internet SMTP server. Use the AUTH LOGIN command to log in. Use this parameter if your backup SMTP server requires authentication. When you define this parameter, also specify a password in the SMTP Backup Account Password parameter. Use the SMTP Backup Server parameter to specify the SMTP server name. For more information, see the description of the SMTP Account Name parameter. For more information, see the descriptions of the Enable SSL for Backup SMTP, Enable TLS for Backup SMTP, and SMTP Backup Server parameters. |
SMTP Backup Account Password |
No |
Not applicable |
The password for the account to use for logging in to the backup Internet SMTP server. For more information, see the description of the SMTP Backup Account Name parameter. |
SMTP Backup Server |
No |
Not applicable |
The host name or IP address of the computer on which the backup Internet SMTP server runs. You use this parameter when you implement a failover strategy for your SMTP server handling of outbound email or fax communications. If the primary SMTP server fails, then outbound communications that use profiles that include these parameters are sent to the backup SMTP server instead, until the primary SMTP server restarts. Note the following points:
Note: If a message cannot be sent to an SMTP server because it is unavailable, then the driver returns a message to Communications Outbound Manager. Later, another attempt is made to send the message. (This behavior is not specific to a failover configuration.)
For more information, see the description of the SMTP Server parameter. |
SMTP Backup Server Port |
No |
25 |
An integer value that specifies the port to use for connecting to the backup Internet SMTP server. For more information, see the description of the SMTP Backup Server parameter. |
SMTP Server |
Yes |
Not applicable |
The host name or IP address of the computer on which the Internet SMTP server runs.
Note: If a message cannot be sent to an SMTP server because it is unavailable, then the driver returns a message to Communications Outbound Manager. Later, another attempt is made to send the message.
Note: If you specify a host name instead of an IP address for this parameter value, then you must include a corresponding entry in your DNS server or the local hosts file. If an IP address parameter value works correctly, but a problem occurs when you specify a host name parameter value, then consult your network system administrator to verify that host name lookup is correctly configured.
For more information, see the description of the SMTP Backup Server parameter. |
SMTP Server Port |
No |
25 |
The port the Internet SMTP server uses to listen for new socket connections. If you use Secure Sockets Layer (SSL), then set this parameter to 25. If you use Transport Layer Security (TLS), then set this parameter to 465. |
SMTP Timeout |
No |
60 |
The number of seconds to wait for a response from the Internet SMTP server before timing out. This parameter applies to both the primary SMTP server and the backup SMTP server. |
text/html encoding |
No |
Auto |
The content-transfer encoding behavior for text/html message parts. You can specify one of the following values: base64, quoted-printable, 7bit, 8bit, Auto, or None. Auto is the default value if you do not specify this parameter, or you do not specify one of these values. For the Auto value, the driver uses the simplest encoding that can safely be transported over SMTP, without needing to wrap the text. Note the following points.
For the None value, the driver uses 7-bit or 8-bit encoding and wraps the text, if necessary, so that it can be safely transported over SMTP. Note the following points:
For more information, see the description of the Max Line Length parameter. |
text/plain encoding |
No |
Auto |
The content-transfer encoding behavior for text/plain message parts.
Note: For a detailed description of valid options, see the description of the text/html encoding parameter.
|
Use EHLO |
No |
TRUE |
A value that specifies whether to user the EHLO command. Set this parameter to TRUE if you use SMTP extension (ESMTP) commands on a particular email server. With this setting, the first command sent to the server is EHLO. Consequently, the extension commands are available. Set this parameter to FALSE if you use an SMTP server that cannot handle the EHLO command. |
Configuring Client-Side Integration for Send Email Command
You can deploy the Send Email command to support three different email client options. You can configure users to use Lotus Notes or Microsoft Outlook to send outbound email messages to use the native Siebel email client. For information about supported versions of third-party software, see Siebel System Requirements and Supported Platforms on Oracle Technology Network.
The following list describes the assumptions for Send Email integrations:
Send Email integrations for Microsoft Outlook use Microsoft Exchange Server as the email server.
Send Email integrations for Lotus Notes use Lotus Domino as the email server.
The third-party email client integration options use email client software on each user’s client computer and do not use Siebel Communications Server.
By contrast, the native Siebel email client integrates with your email server by using Siebel Communications Server and the Internet SMTP/IMAP Server or Internet SMTP/POP3 Server communications driver. If you do not configure third-party email client integration, then the Siebel application uses the native Siebel email client. For more information, see Managing Integrations with Email and Fax Servers.
You can configure your application so that all users use the same email client for the Send Email command. Alternatively, you can support multiple email clients, and let individual users specify their preferred email client. For information about using the Send Email command with a third-party email client integration, see Sending Email Messages Using Lotus Notes or Microsoft Outlook. For information about activity records and email, see Creating Activities for Send Commands.
Email-related error messages that users receive use the language applicable to the source of the message. For example, an error message returned from a French version of Microsoft Outlook is in French.
Errors generated from the Siebel application might use the language and locale of the Siebel Server, such as when executing a script in the email form, or use the language and locale the user specifies as a user preference or temporary setting for sending messages.
Process of Configuring Third-Party Email Integrations
To configure third-party email client integrations, perform the following general steps:
Create and configure one or more directories to use for temporary storage of email attachment files. For more information, see Creating and Configuring the Attachments Directory.
Install the Siebel email form for Lotus Notes or Microsoft Outlook. For more information, see the following topics:
As appropriate for your Siebel client deployment, set component parameter values for the Application Object Manager, or set parameter values for the application configuration file, such as uagent.cfg for Siebel Call Center. For more information, see the following topics:
(Optional) Set user preferences for each user. For more information, see the topics listed for Step 3 and Preference Settings for Outbound Communications.
Creating and Configuring the Attachments Directory
If you configure the Send Email command to generate activity records, then when a Siebel user sends an email message using Lotus Notes or Microsoft Outlook, email attachment files are used to create attachment records for the activity record. You must define a temporary storage directory to facilitate transferring attachments in this manner.
When the email message is sent, the email form invokes a script that invokes a Siebel business service method that transfers the files from this attachments directory to the Siebel Server and deletes the files from this directory. For more information about activity records and email, see Creating Activities for Send Commands and Specifying Preferences for Outbound Communications.
The attachments directory is typically located on the Siebel Server computer. For users on the Siebel Mobile Web Client who use Lotus Notes or Microsoft Outlook for the Send Email command when disconnected from the network, an attachments directory on each local client must be specified.
The attachments directory must be accessible from each Microsoft Windows computer where the Siebel client might run. Configure access to this directory as follows:
For all Siebel users on applicable client computers, provide write access. Do not provide read and execute access.
For the system user login that starts the Siebel Server, provide read and execute access.
You later specify the attachments directory you configure in this topic for use for all users or for individual users. For more information, see Overview of Completing Configuration for Email Client.
Next, install the Siebel email form for Lotus Notes or Microsoft Outlook.
About Installing Siebel Email Form
Users can use either Lotus Notes or Microsoft Outlook for the Send Email command if you copy Siebel-customized files described in this topic to designated locations on server or client computers, and you make applicable email forms available to your users.
For each of these email client programs, an email form is installed. This form is set up for use with Siebel Business Applications. Initiating an email message from the form invokes a script that interacts with the Siebel application. The script updates the activity record for the email message and generates attachment records for this activity record by using any email attachment files. If the email is canceled, then the activity is deleted.
You later specify for use the Lotus Notes or Microsoft Outlook form you install in this topic for all users or for individual users. For more information, see Overview of Completing Configuration for Email Client.
Locations of Source Files for Siebel Email Forms
The Siebel email form for Lotus Notes is part of a Lotus Notes database file. The Siebel email form for Microsoft Outlook is part of a Microsoft Outlook template file.
When you create a Siebel network image from Siebel media files, the Siebel7Email.nsf Lotus Notes database file is extracted to the following directory:
Windows\Client_Ancillary\Send_Email_Client\enu\lotus_notes
You install Siebel7Email.nsf from this location. This database file supports only ENU (U.S. English) in the user interface. However, error messages reflect the currently deployed supported language, if you choose to use this file in deployments other than ENU. For information about how to create a Siebel network image, see the Siebel Installation Guide for the operating system you are using.
Installing Siebel Email Form for Lotus Notes
This topic describes how to install the Siebel email form for Lotus Notes. You can install the email form on the server computer where Lotus Domino runs or on each client computer where Lotus Notes runs.
For users on the Siebel Mobile Web Client who use Lotus Notes for the Send Email command when disconnected from the network, the email form must be installed locally on the client computer.
If you deploy the form on local client computers, then you must redistribute any subsequent updates to all client computers.
The Siebel email form for Lotus Notes, Siebel Memo, is in the Siebel7Email.nsf Lotus Notes database file.
You can rename the default Siebel email form, or add to this database additional Siebel email forms that are based on the default. For either of these actions, make sure that the names of all supported Siebel forms are included in the List of Values type for the Siebel/Lotus Form drop-down list. This list is located in the Outbound Communications view of the User Preferences screen.
To specify a custom form as a global default, you must also specify its name using the Siebel/Lotus Form server component parameter (for Siebel Web Client deployments) or the LotusForm configuration file parameter (for Siebel Mobile Web Client). For more information, see Parameters for Email Client.
To install the Siebel email form for Lotus Notes
Locate the Siebel7Email.nsf Lotus Notes database file on the Siebel network image.
For more information, see About Installing Siebel Email Form.
Copy the file to the clipboard.
Paste the file into the appropriate destination location by performing one of the following steps:
On the Lotus Domino server computer, paste the file into the appropriate subdirectory in the Lotus Domino installation directory. An example directory follows:
D:\Lotus\Domino\Data\Siebel
On each client computer, paste the file into the
Datasubdirectory in the Lotus Notes client installation directory. An example directory follows:D:\Lotus\Notes\Data\Siebel
Right-click the Siebel7Email.nsf file, select Properties, clear the check box for the Read-only attribute to allow read-write access, and click OK.
Note: If the Read-only attributes is set in the file, then error messages might appear to users when they use the Send Email command.On each client computer, add a line to the notes.ini file in your Lotus Notes installation to indicate the location of the Siebel7Email.nsf Lotus Notes database file by performing one of the following steps:
If you paste the file onto the Lotus Domino server computer, then add an entry like the following (on one line):
SIEBELFORMPATH = dominoserver_hostname\dominoserver_name:Siebel\Siebel7Email.nsf
where dominoserver_hostname is the name of the host computer on which the Lotus Domino server runs and dominoserver_name is the name of the Lotus Domino server.
In this example, a
Siebelsubdirectory is created in theDatadirectory. A variable definition in this form is appropriate for an actual location, such as the following path on the Lotus Domino server computer:D:\Lotus\Domino\Data\Siebel\Siebel7Email.nsf
If you paste the file onto each client computer, then add an entry like one of the following (on one line):
SIEBELFORMPATH = Siebel7Email.nsf
SIEBELFORMPATH = :D:\Lotus\Notes\Data\Siebel\Siebel7Email.nsf
The first example shows that you can specify the name of the file if it is located in the Lotus Notes database directory.
Caution: If you specify a full path on the client computer as the value for SIEBELFORMPATH, then you must define this variable using a leading colon (:). Otherwise, you cannot open the file.(If you add the file to mail files of users on each client computer, then you might not need to define the SIEBELFORMPATH variable. For more information, see your third-party vendor documentation for Lotus Notes.)
The email form for Lotus Notes, Siebel Memo, is now ready for use. To finish configuring your use of Lotus Notes, see Overview of Completing Configuration for Email Client.
Installing Siebel Email Form for Microsoft Outlook
This topic describes how to install the Siebel email form for Microsoft Outlook. You can install the email form on the server computer where Microsoft Exchange Server runs or on each client computer.
For users on the Siebel Mobile Web Client who use Microsoft Outlook for the Send Email command when disconnected from the network, the email form must be installed locally on the client computer. Deploying the form on local client computers has implications for subsequent updates. Also, a form in the Personal Form Library takes precedence over a form of the same name in the Organizational Form Library.
The default name for the Siebel email form for Microsoft Outlook is IPM.Note.Siebel. This form must be in a Microsoft Outlook template file. For more information, see About Installing Siebel Email Form.
You can rename the default Siebel email form when you publish it, or publish additional Siebel forms that are based on the default. For either of these actions, make sure that the names of all supported Siebel forms are included in the List of Values type for the Siebel/Outlook Form drop-down list. This list is located in the Outbound Communications view of the User Preferences screen.
To specify a custom form as a global default, you must also specify its name using the Siebel/Outlook Form server component parameter (set on the Application Object Manager component, for Siebel Web Client deployments) or the OutlookForm configuration file parameter (for Siebel Mobile Web Client). For more information, see Parameters for Email Client.
To install the Siebel email form for Microsoft Outlook
Locate the Microsoft Outlook template file that contains the Siebel email form.
For more information, see About Installing Siebel Email Form.
Optionally, you can copy this file to the clipboard, and paste it to the network before continuing.
Publish the email form to the Organizational Form Library on Microsoft Exchange Server or to the Personal Form Library on a local client computer by completing the following steps:
On the server computer or on the client computer, double-click the Siebel7Outlook.oft template file.
At the prompt, specify Enable Macros.
In Microsoft Outlook, choose Tools, Forms, and then Publish Form As.
From Look In, choose Organizational Form Library (for installation on the Exchange Server computer) or choose Personal Form Library (for installation on a client computer).
Specify the Siebel display name for this form, then save the form.
The actual name of the email form is IPM.Note.Siebel.
At the prompt, specify to not send the form definition to email recipients.
Close the Microsoft Outlook window without saving a message draft.
The Microsoft Outlook email form is now ready for use. To finish configuring your use of Microsoft Outlook, see Overview of Completing Configuration for Email Client.
Overview of Completing Configuration for Email Client
To configure third-party email integration using Lotus Notes or Microsoft Outlook, you must set several parameter values, according to your Siebel client deployment as follows:
For Siebel Web Client deployments, configuration is on the Application Object Manager.
For Siebel Mobile Web Client deployments, configuration is in the Siebel client’s configuration file.
For more information about setting parameters for Siebel Server, including specifying component parameters using the Siebel Server Manager (GUI or command-line interface), see Siebel System Administration Guide. For more information about specifying Siebel client parameters in the configuration file, see Siebel System Administration Guide.
Completing Configuration for Lotus Notes
This topic describes the remaining steps for configuring Siebel Business Applications to use Lotus Notes for the Send Email command.
To complete configuration for Lotus Notes email client
Set the EnableWebClientAutomation parameter to TRUE to enable Web client automation.
For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager component, such as Call Center Object Manager for Siebel Call Center.
For Siebel Mobile Web Client deployments, specify this parameter as a parameter in the application configuration file, such as uagent.cfg for Siebel Call Center. This parameter is located in the [InfraUIFramework] section of the configuration file.
By default, this parameter is FALSE. This parameter allows the Siebel desktop integration object (ActiveX control) to be downloaded. (The source CAB file of this object is SiebelAx_Desktop_Integration.cab. The downloaded object name is Siebel Desktop Integration.) For more information about the CAB file and ActiveX control, see Siebel System Administration Guide.
Set the EnableEmailClientAutomation parameter to TRUE to enable email client automation.
For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager component, such as Call Center Object Manager for Siebel Call Center.
For Siebel Mobile Web Client deployments, specify this parameter as a parameter in the application configuration file, such as uagent.cfg for Siebel Call Center. This parameter is located in the [InfraUIFramework] section of the configuration file.
By default, this parameter is FALSE. This parameter allows the Siebel email automation object (ActiveX control) to be downloaded. (The source CAB file of this object is SiebelAx_OutBound_mail.cab. The downloaded object name is Siebel Email Support for Microsoft Outlook and Lotus Notes.) For more information about the CAB file and ActiveX control, see Siebel System Administration Guide.
As appropriate, specify a global default designating Lotus Notes as the email client your users use for the Send Email command.
Use the following information:
Default Email Client. For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager.
DefaultMailClient. For Siebel Mobile Web Client deployments, specify this parameter in the [EMail] section of the application configuration file, such as uagent.cfg for Siebel Call Center.
If you do not specify a global default, then the Siebel native email client is the default. For more information, see Parameters for Email Client.
Specify a global default designating Siebel Memo as the name of the email form you use with Lotus Notes.
Use the following information:
Siebel/Lotus Form. For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager.
LotusForm. For Siebel Mobile Web Client deployments, specify this parameter in the [EMail] section of the local Siebel client configuration file.
For more information, see Parameters for Email Client.
Specify a global default specifying where email attachments are temporarily stored.
Use the following information:
Email Temporary Attachment Location. For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager.
SiebelExtMailClientAttDir. For Siebel Mobile Web Client deployments, specify this parameter in the [EMail] section of the local Siebel client configuration file.
For more information, see Creating and Configuring the Attachments Directory and Parameters for Email Client.
As appropriate for your deployment, users might specify Siebel user preference settings for their email client. Users might set user preferences, for example, if you support more than one email client option for Send Email. For more information, see Preference Settings for Outbound Communications.
The global defaults apply if no user preference is set. User preferences override the corresponding global defaults that the Default Email Client or Siebel/Lotus Form parameters specify. For more information about these parameters, see the table in the topic Parameters for Email Client.
Applicable user preferences in the Send Email section of the Outbound Communications view of the User Preferences screen follow:
Email Client. Set to Lotus Notes.
Siebel/Lotus Form. Set to Siebel Memo.
Completing Configuration for Microsoft Outlook
This topic describes the remaining steps for configuring Siebel Business Applications to use Microsoft Outlook for the Send Email command.
To complete configuration for Microsoft Outlook email client
Set the EnableWebClientAutomation parameter to TRUE to enable Web client automation.
For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager component, such as Call Center Object Manager for Siebel Call Center.
For Siebel Mobile Web Client deployments, specify this parameter as a parameter in the application configuration file, such as uagent.cfg for Siebel Call Center. This parameter is located in the [InfraUIFramework] section of the configuration file.
By default, this parameter is FALSE. This parameter allows the Siebel desktop integration object (ActiveX control) to be downloaded. (The source CAB file of this object is SiebelAx_Desktop_Integration.cab. The downloaded object name is Siebel Desktop Integration.) For more information about the CAB file and ActiveX control, see Siebel System Administration Guide.
Set the EnableEmailClientAutomation parameter to TRUE to enable email client automation.
For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager component, such as Call Center Object Manager for Siebel Call Center.
For Siebel Mobile Web Client deployments, specify this parameter as a parameter in the application configuration file, such as uagent.cfg for Siebel Call Center. This parameter is located in the [InfraUIFramework] section of the configuration file.
By default, this parameter is FALSE. This parameter allows the Siebel email automation object (ActiveX control) to be downloaded. (The source CAB file of this object is SiebelAx_OutBound_mail.cab. The downloaded object name is Siebel Email Support for Microsoft Outlook and Lotus Notes.) For more information about the CAB file and ActiveX control, see Siebel System Administration Guide.
As appropriate, specify a global default designating Microsoft Outlook as the email client your users use for the Send Email command.
Use the following information:
Default Email Client. For Siebel Web Client deployments, specify this parameter for the Application Object Manager.
DefaultMailClient. For Siebel Mobile Web Client deployments, specify this parameter in the [EMail] section of the application configuration file, such as uagent.cfg for Siebel Call Center.
If you do not specify a global default, then the Siebel native email client is the default. For more information, see Parameters for Email Client.
Specify a global default designating IPM.Note.Siebel as the name of the email form you use with Microsoft Outlook.
Use the following information:
Siebel/Outlook Form. For Siebel Web Client deployments, specify this parameter for the Application Object Manager.
OutlookForm. For Siebel Mobile Web Client deployments, specify this parameter in the [EMail] section of the local Siebel client configuration file.
For more information, see Parameters for Email Client.
Specify a global default specifying where email attachments are temporarily stored.
Use the following information:
Email Temporary Attachment Location. For Siebel Web Client deployments, specify this parameter as a component parameter for the Application Object Manager.
SiebelExtMailClientAttDir. For Siebel Mobile Web Client deployments, specify this parameter in the [EMail] section of the local Siebel client configuration file.
For more information, see Creating and Configuring the Attachments Directory and Parameters for Email Client.
As appropriate for your deployment, users might specify Siebel user preference settings for their email client. Users might set user preferences, for example, if you support more than one email client option for Send Email. For more information, see Preference Settings for Outbound Communications.
The global defaults apply if no user preference is set. User preferences override the corresponding global defaults that the Default Email Client or Siebel/Outlook Form parameters specify. For more information about these parameters, see the table in the topic Parameters for Email Client.
Applicable user preferences in the Send Email section of the Outbound Communications view of the User Preferences screen follow:
Email Client. Set to Microsoft Outlook.
Siebel/Outlook Form. Set to IPM.Note.Siebel.
Parameters for Email Client
The following table describes the parameters to specify settings applicable to your client-side email integration. You set these parameters either as server component parameters or as parameters in the [EMail] section of the configuration file, depending on your Siebel client type. For more information about user preferences, see Preference Settings for Outbound Communications.
Table Email Client Parameters
| Component Parameter for Application Object Manager | Parameter in [EMail] Section of Configuration File | Description |
|---|---|---|
Default Email Client |
DefaultMailClient |
The default email client. Set this parameter to one of the following values:
The default value is Siebel Mail Client. If the value is Lotus Notes or Microsoft Outlook, then you must use other parameters to specify the name of the applicable email form. This parameter corresponds to the Outbound Communications user preference of Email Client. The parameter setting is in effect unless this user preference overrides it. |
Email Client Debug Level |
DebugLevel |
The level of debugging information to log when you use Lotus Notes or Microsoft Outlook for Send Email. Set this parameter to one of the following values:
The siebelmail.log file tracks the execution of scripts associated with the Lotus Notes or Microsoft Outlook form. When this parameter is 1, email client debugging information is logged as follows:
Note: For a development or test environment, set this parameter to 1. For a production environment, set it to 0.
|
Email Temporary Attachment Location |
SiebelExtMailClientAttDir |
The name of the directory to use to temporarily store email attachments. Specify the name in the following general form (on one line): clientpath;serverpath where clientpath identifies the server computer and path to the attachments directory as accessed from client computers, and serverpath identifies the same directory as accessed from the server. Note the following examples:
For more information, see Creating and Configuring the Attachments Directory. |
Siebel/Lotus Form |
LotusForm |
The name of the email form to use as a global default when Lotus Notes is the email client. Typically, set this parameter to Siebel Memo. This parameter corresponds to the Outbound Communications user preference of Siebel/Lotus Form. The parameter setting is in effect unless this user preference overrides it. For more information, see topics applicable to Lotus Notes and About Installing Siebel Email Form.
Note: This parameter is not available in Siebel Open UI.
|
Siebel/Outlook Form |
OutlookForm |
The name of the email form to use as a global default when Microsoft Outlook is the email client. Typically, set this parameter to IPM.Note.Siebel. This parameter corresponds to the Outbound Communications user preference of Siebel/Outlook Form. The parameter setting is in effect unless this user preferences overrides it. For more information, see topics applicable to Microsoft Outlook and About Installing Siebel Email Form.
Note: This parameter is not available in Siebel Open UI.
|
Modem-Based TAP Paging Driver
The Modem-Based TAP Paging communications driver is a feature of Siebel Paging. For more information about communications drivers, see Communications Drivers Provided with Siebel Business Applications and Process of Setting Up Communications Driver Profiles.
Settings for Modem-Based TAP Paging Driver
The following table lists the settings for the driver record for the Modem-Based TAP Paging driver. These settings appear in the Communications Drivers and Profiles view of the Administration - Communications screen.
Table Modem-Based TAP Paging Driver Settings
| Field Name | Value |
|---|---|
Name |
Modem-Based TAP Paging |
Channel Type |
Page |
Inbound |
Off |
Outbound |
On |
Interactive |
Off |
Channel String |
TAP |
Library Name |
sscmtapm |
Parameters for Modem-Based TAP Paging Driver
The following table lists the supported parameters for the Modem-Based TAP Paging communications driver. This driver supports the TAP (Telocator Alphanumeric Paging) protocol.
When using CommOutboundMgr with the Modem-Based TAP Paging communications driver, the following error message might appear:
Unable to connect to the paging host system. The phone line may be busy or the phone number may be invalid.Check the paging phone number the modem dials, including area code. If 9 is required, make sure that it is included in the number.
Unable to open the communication port.Verify the communications settings for your application.
Error communication profileprofile_namefor CommSrvr paging.An error occurred using a specific profile (profile_name) for the communications driver Modem-Based TAP Paging. Verify that driver and profile parameter values are defined appropriately for your application.
Table Modem-Based TAP Paging Driver Parameters
| Name | Required | Default Value | Description |
|---|---|---|---|
Dial Prefix |
No |
9 |
The prefix for outbound dialing. |
Local Area Code |
No |
Not applicable |
The area code of the phone line for sending pages. There is no default value for this parameter, but a user must specify a value at the customer site to dial local numbers successfully. |
LogDebug |
No |
FALSE |
The amount of detail in the log file. When the value is TRUE, data output in the log file is more detailed than when the value is FALSE. Log files are created in the |
Long Distance Prefix |
No |
1 |
The long-distance prefix to add to long-distance calls. |
Modem Dial String |
No |
ATDT |
The modem command for dialing a phone number. |
Modem Hangup String |
No |
ATH |
The modem command for hanging up. |
Modem Init String |
No |
AT&FQ0V1 |
The modem command for initializing the modem. You might need to change the default value to work with different modems. For example, some modems expect a numeric value such as AT&F1Q0V1 after the &F string. Consult your modem’s manual for valid modem commands and values. You might need to add other commands to initialize your modem properly. For example, you might need to disable any compression or speed-enhancing features on your modem. Consult your modem’s manual for more information. |
Modem Port |
No |
COM1 |
The computer’s communications port to which the modem is attached. The exact value for Modem Port depends on the platform and on the specific devices. For example, for Oracle Solaris, you can use the following value: /dev/cua/a For AIX, you can use the following value: /dev/tty1 |
Modem Reset String |
No |
ATZ |
The modem command for resetting the modem. |
Modem Restore String |
No |
AT&F |
The modem command for restoring the default settings of the modem. |
Siebel Server |
No |
Not applicable |
The name of the Siebel Server that handles the delivery of the communications. For more information, see Specifying Siebel Server for Communications Outbound Manager. |
FTP Driver
Siebel Marketing uses the FTP communications driver to send contact lists to vendors who are contracted to execute campaigns. You can also use it to send outbound communication requests from any Siebel application. For more information about Siebel Marketing, see Siebel Marketing Installation and Administration Guide. For more information about communications drivers, see Communications Drivers Provided with Siebel Business Applications and Process of Setting Up Communications Driver Profiles.
Settings for FTP Driver
The following information lists the settings for the driver record for the FTP driver. These settings appear in the Communications Drivers and Profiles view of the Administration - Communications screen.
Table FTP Driver Settings
| Field Name | Value |
|---|---|
Name |
FTP |
Channel Type |
FTP |
Inbound |
Off |
Outbound |
On |
Interactive |
Off |
Channel String |
FTP |
Library Name |
sscmftp |
Parameters for FTP Driver
The following table lists the supported parameters for the FTP communications driver. This driver supports FTP (File Transfer Protocol). Note the following requirements for sending files using the FTP driver:
You must identify (in the hosts file or equivalent on the Siebel Server computer) the name of the FTP server computer (such as a vendor’s FTP server) to which the files are sent using FTP.
You must define the user (that the Username and Password FTP driver parameters specify) as a user locally on the FTP server to which the files are sent using FTP.
Table FTP Driver Parameters
| Name | Required | Default Value | Description |
|---|---|---|---|
Filename |
No |
Not applicable |
The name of a specific file to upload each time the profile for this driver is used. |
Hostname |
No |
Not applicable |
The fully qualified domain name of the computer to which the FTP connection is established.
Note: You must define either Hostname
or IP Address for any profile that you create for this driver.
|
IP Address |
No |
Not applicable |
The IP address of the computer to which the FTP connection is established.
Note: You must define either Hostname
or IP Address for any profile that you create for this driver.
|
LogDebug |
No |
FALSE |
The amount of detail in the log file. When the value is TRUE, data output in the log file is more detailed than when the value is FALSE. Log files are created in the |
Password |
Yes |
Not applicable |
The password for the user account that accesses the FTP server. |
Port |
No |
21 |
The port that the FTP server uses. |
Siebel Server |
No |
Not applicable |
The name of the Siebel Server that handles the delivery of the communications. For more information, see Specifying Siebel Server for Communications Outbound Manager. |
Username |
Yes |
Not applicable |
The login name for the account that accesses the FTP server. |