Processing Incoming Email
After 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:
Downloads the message and attachments from the email server.
Parses the elements of the email message (To:, CC:, Subject:, and body content) and places these elements in memory.
Converts the email data into event data that is saved in the Siebel database (if less than 15 KB) or in the Siebel File System (if greater than 15 KB).
If you use nonreal-time email processing, creates a server request for the Server Request Broker component to notify Communications Inbound Processor that a new event is created.
If you use nonreal-time email processing, passes the event data from memory to Communications Inbound Processor.