Smart Character Set for Siebel Email Response

Siebel Email Response uses the Smart Character Set feature to support global installations by receiving, displaying, and replying to all email messages with no character corruption. This feature works with both double-byte and single-byte character sets (with and without HTML) and applies to the email message body, MIME attachments, and the Subject line of the email.

The Smart Character Set feature saves the incoming character set so that it can be used later when replying to the email sender. For example, if a customer sends an email in Japanese (for example, using the ISO-2022-JP character set), then this information is saved and used when replying to the email.

By implementing Smart Character Set, all incoming messages from Microsoft Outlook and outgoing messages sent to Web-based email clients (such as Yahoo! and Hotmail) appear properly. For information about supported email clients, see the Certifications tab on My Oracle Support.

Although you can set the character set on a driver, if you are not sure the character set you specify is compatible to your Reply Email, then the SMART CHAR SET VALIDATION feature can guarantee that you always reply email in a compatible character set. For example, if the character set from incoming email and driver profile both are unable to represent the characters you input in the Reply Email, then the UTF-8 character set will be used. However the SMART CHAR SET VALIDATION will have lower efficiency comparing to the SMART CHAR SET as it always does validation for each reply email.

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.