Troubleshooting Siebel Email Response Issues

If you encounter issues using the Siebel Email Response client, then use this chapter to try to resolve the issues. This chapter details some of the common issues encountered when setting up and using Siebel Email Response. It provides solutions and workarounds for these issues to make it easier for you to use Siebel Email Response.

The following table provides solutions for Siebel Email Response symptoms and error messages.

Problem	Cause	Solution
When I activate Siebel Email Response workflows in the Administration - Business Process screen, the following error appears: Cannot activate workflow process 'ProcessName' version [VersionNumber]. Make sure it has 'In Progress' status.	You cannot activate a workflow process unless it has a status of In Progress.	Verify the status of the workflow process that you want to activate. If the status of the workflow is not Active, then activate the workflow. For more information, see Activating Workflow Processes.
The Communications Inbound Receiver and Communications Inbound Processor server tasks stop and nonreal-time email processing stops.	Unknown	Use the Communications Inbound Events view to begin diagnosing nonreal-time processing errors. For more information, see Resolving Issues for Nonreal-Time Processing.
Reprocessing email in siebsrvr/bin/queued is not working automatically.	An email fails after not processing correctly.	Resubmit the failed email. For information, see Resubmitting Failed Email.
Unable to find definition for CommOutboundMgr component.	The Communications Outbound Manager server component is not synchronized correctly.	Synchronize the batch components on the Siebel Server. For more information, see Synchronizing Batch Components.
Communications Inbound Receiver error.	Unknown	Use the State Value view for components to trace the last encountered error in Communications Inbound Receiver. For more information, see Finding Last Encountered Error in Communications Inbound Receiver.
I set up and start my response group. However, I do not see a reply to an inbound email.	Possible causes for this issue are: The POP3 or IMAP parameters are incorrect. Communications Outbound Manager is not running. Communications Outbound Manager is running, but you still do not see any reply email. Communications Inbound Processor is not running.	Review the possible solutions for this issue. For information about the possible solutions for this issue, see Resolving Issues for Response Groups.
I set up multiple response groups and want to increase this number. However, I find that I reach a limit of response groups that I can create.	Possible causes for this issue are: Resource limitations. Each response group can spawn a preconfigured number of threads. The thread limitation might play a role.	The number of resource groups that you can create is limited only by the resources available for each response group.
I believe I set up everything correctly for Send Fax, but I cannot see the incoming fax when I use Ctrl+F9 Send Fax.	The fax server or fax machine might be incorrectly set up.	Two possible solutions to this issue are: Dial the fax number to see whether it actually reaches the fax machine. Send an email using a working email client with the exact syntax from Send Fax. Then, check to see whether you receive the fax.
I create an outbound email or fax request, but the intended recipient does not receive the email or fax.	Possible causes for this issue are: Communications Outbound Manager is not running. Communications Outbound Manager is running, but sending email results in an error. Communications Outbound Manager is running, but the email is sent to the wrong recipient.	Possible solutions to this issue are: Check the outbound request to see whether it has a status of Success. If the status is not Success, then check for errors in the Request view or the log file. If the log file indicates an error, but does not provide enough information about the error, then increase the event log level for Communications Outbound Manager.
I perform an F9 Send Mail from Microsoft Outlook on a contact. After I send the email, the activity still has a status of Queued.	Because you see an email, an activity is created. You must determine if the right contact is associated with the email.	A possible way to diagnose and solve this issue is: When you press F9 Send Mail and go into Microsoft Outlook before sending the email, you create an activity. You can go back to the contact where you press F9 Send Mail and drill down on the contact name, and then click the Activity view tab. You see a new activity with a status of Queued. After you send the email, the status of the activity changes to Done. If the activity status remains Queued, and you do not see an error after clicking the Send button, then close all Internet browsers, and clear all downloaded objects. To delete all objects from Internet Explorer, navigate to Tools, Internet Options, Settings, and then View Objects. You might need to remove all objects from C:\WINNT\Downloaded Program Files, and then restart the Siebel application.
I perform an F9 Send Mail on a contact from Microsoft Outlook. After I send the email, I do not see an activity associated with the email.	Previously created activity records are removed.	Two possible solutions to this issue are: An activity record is created when you press F9 Send Mail and go into Microsoft Outlook. After finishing your email and possibly adding or removing a contact, you click the Send button to send the email. After you send the email, a script in the form notifies the Siebel Server to update all email information including the contact list, the email subject, and the email content. In a preconfigured Siebel application, the script first removes all existing contacts from the activity, and then adds any new contacts by using the new contact list from Microsoft Outlook. The contact information from Microsoft Outlook can be in the following format: Firstname LastName Firstname LastName<[e-mail]> [e-mail] On the server side, the server code uses Firstname, Lastname, and the email address as search criteria in the contact table. For a match (either single or multiple), the server code also associates the first found contact with the activity. Therefore, if you think no association to the contact of your choice exists, then check your Siebel database for multiple entries of the same first name, last name, or email address.