Siebel Workflow and Processing Incoming Email

Communications 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:

• Determine the commit time (the time by which you must reply to the message) by using the customer’s service-level agreement.

• Send the message to Assignment Manager for routing or to a custom routing and queueing solution.

• Write a record to your Siebel database if the message is routed to an agent for response.

• When integrated with routing and queueing software, route incoming email to an agent by using defined parameters such as agent skills. The selected routing and queueing processes route and queue messages to the agent with the skills that are necessary to respond to the message.