Contents

• Title and Copyright Information
• Preface

1 What’s New in This Release

• What’s New in Siebel Email Administration Guide, Siebel CRM 22.8 Update
• What’s New in Siebel Email Administration Guide, Siebel CRM 21.3 Update

2 Overview of Siebel Email Response

• Overview of Siebel Email Response
• About Inbound and Outbound Communications
• Fundamentals of Using Siebel Email Response
• Features for Siebel Email Response
  • Server Components for Siebel Email Response
  • Timestamp Fields
  • Cryptographic Protocols and Communications Drivers
  • Structured and Unstructured Email Processing
    • Structured Email Processing
    • Unstructured Email Processing
  • Service-Level Agreements
  • Siebel Workflow and Routing and Queueing Methods
  • Multiple Organizations and Siebel Email Response
  • Contact Identification by Email Address
    • One Contact with Multiple Email Addresses
    • Multiple Contacts That Share One Email Address
  • Smart Character Set
• Methods for Deploying Siebel Email Response
  • Implementation Team
  • Siebel Email Response in a Global Environment
• Siebel Email Response and Siebel CRM Applications
• Architecture for Siebel Email Response
  • Workflows for Siebel Email Response
  • Supported Email Sender Software and Email Servers
  • Processing Incoming Email
    • Real-Time and Nonreal-Time Processing
    • Siebel Workflow and Processing Incoming Email
    • About Returning Replies to Customers

3 Planning Deployment for Siebel Email Response

• Planning Deployment for Siebel Email Response
• About Deployment Planning for Siebel Email Response
• Business Analysis for Deployment of Siebel Email Response
• Setup Information for Siebel Email Response
• Requirements for Setting Up Siebel Email Response
• About Implementing Routing and Queueing Processes
• Comparison of Routing and Queueing Methods

4 Global Deployment of Siebel Email Response

• Global Deployment of Siebel Email Response
• Smart Character Set for Siebel Email Response
  • Smart Character Set and F9 Send Email
  • Smart Character Set and Siebel Email Response
• Enabling Smart Character Set
• About Global Deployments for Siebel Email Response
• Planning Global Deployments for Siebel Email Response
• Setting Up Global Deployments for Siebel Email Response
  • Requirements for Setting Up Global Deployments
  • Language Packs and Communications Templates
  • Email Accounts for Supported Languages
  • Response Groups for Global Deployments
  • Templates for Global Deployments
  • Language Support for Global Deployments

5 Configuring Communications Drivers and Profiles for Email

• Configuring Communications Drivers and Profiles for Email
• About Setting Up Parameters for Communications Drivers
• Communications Drivers Provided with Siebel CRM
  • RFC Standards That Siebel CRM Is Compliant With
  • About Profiles for Communications Drivers
  • Contexts of Use for Communications Driver Profiles
    • Administrator Contexts for Using Profiles
    • User Contexts for Using Profiles
• Process of Setting Up Communications Driver Profiles
  • Creating Communications Driver Profiles
  • Assigning Parameter Overrides to Communications Driver Profiles
  • Enabling Cryptographic Protocols for Communications Drivers
    • Enabling SSL or TLS Connection for Communications Drivers
    • Setting Server Parameters for SSL or TLS
  • Configuring Driver Parameters to Support Microsoft OAuth 2.0
  • Submitting Changes for Communications Driver Profiles
• Upgrading to 64-bit JRE Support for the Siebel IMAP and POP3 Drivers
  • Obtaining and Importing the Certificate
  • Configuring Driver Parameters for the 64-bit JRE
  • Viewing Deployment Files and Configuring Log files
• Process of Setting Up Response Groups
  • Creating Response Groups
  • Adding Input Arguments to Response Groups
  • Associating Profiles with Response Groups
  • Submitting Changes for Response Groups
  • Starting Response Groups
• How Communications Drivers Process Email Messages
  • Email Directories and Driver Parameters
  • Output Parameter Values for Communications Drivers
    • About Moving Generated Local Files to Siebel File System
  • Overview of the Processing Flow of Inbound Email Messages
  • Attachments Created When Inbound Email Is Received
    • SMTP_A_B_C_D_E_F.tmp
    • POP3_A_B_C_D_E_F.tmp
    • ATT_A_B_C_D_E_F_G.dat
    • OriginalMessageText_A_B_C_D_E_F_G.txt
    • Current_A_B.ids and Previous_A_B.ids
    • POP3SMTP_A_B_C_D_E.log or IMAPSMTP_A_B_C_D_E.log
  • Attachments Created When Outbound Email Is Sent

6 Configuring User Interface Elements

• Configuring User Interface Elements
• Configuring Recipient Groups for Requests and Advanced Templates
• About Recipient Groups
• Predefined Recipient Groups
• Configuring Substitution Fields for Recipient Groups
• Configuring Additional Recipient Groups and Recipient Sources Applets
  • Configuring the List of Values for Recipient Groups
  • Configuring Recipient Sources Applets
• Configuring Recipients for Send Commands
  • About Generic Recipients
  • User Interface Context for the Recipient Field
  • Configuring Nonjoined Generic Recipients
    • Additional Requirement for Nonjoined Generic Recipients
  • Configuring Joined Generic Recipients
    • Additional Requirements for Joined Generic Recipients
• Configuring Default Templates for the Send Email Command
• Configuring the Retry Interval for Outbound Email
• Configuring Invalid Characters or Symbols in Email Attachment Names
• Process of Authenticating Sender Email Addresses
  • Authenticating Sender Email Addresses Using Employee Email Addresses
    • Changing the Lookup Sender Step to Capture Employee Email Addresses
    • Changing Related Workflows and Subprocesses
  • Authenticating Sender Email Addresses Using Alternate Email Addresses
    • Using Siebel Webtools to Create New Business Objects
    • Changing the Lookup Sender Step to Capture Alternate Email Addresses
  • Recapturing the Account ID

7 Configuring Communications Templates

• Configuring Communications Templates
• About Communications Templates
  • Content and Formatting for Templates
    • HTML Formatting
• Substitution Fields in Templates
  • Siebel Repository Requirement for Using Substitution Fields
• Visibility and Access for Templates
• About Catalogs and Categories for Siebel Email Response
  • About Solutions
  • Solutions and Templates Decision Table
• Creating Simple Templates
• Creating Advanced Templates
• Editing and Formatting Controls for Text in Templates
  • Managing Line Breaks for HTML and Plain-Text Templates
  • Managing Links and HTML Elements from Other Sources
  • Editing and Formatting Options
• Specifying Template Items for Advanced Templates
• Modifying Files for Template Items
  • Nonexistent Original Operating Systems
• Copying or Deleting Templates and Template Items
  • Copying Templates and Template Items
  • Deleting Templates and Template Items
• Using Substitution Fields in Templates for Siebel Email Response
  • Setting Up Workflow to Use Substitution Fields
  • Setting Up Additional Business Components for Substitution Fields
• Creating a Catalog and Categories
  • Setting Up a Catalog for Siebel Email Response
  • Setting Up Categories for Siebel Email Response
    • Associating Templates with Categories
    • Associating Solutions with Categories
• Using Access Groups to Filter Objects
  • Assigning Access Groups to Categories
• Process of Setting Up HTML Wrapper Templates
  • Creating Wrapper Templates
  • Creating Advanced Templates for Wrapper Templates
  • Modifying the eMail Response - Client Send Email Workflow
• Fields for Templates
  • Fields for the Templates List
  • Fields for the Simple Form
    • Template Properties
    • Pick Available Substitutions
    • Compose Template
  • Fields for the Advanced Form
    • Template Properties
    • Pick Available Substitutions
    • Compose Template
• Fields for Template Items
  • Fields for the Template Items List
  • Fields for the Template Item Form
    • Template Item Commands
    • Pick Available Substitutions

8 Administering Siebel Communications Server for Siebel Email Response

• Administering Siebel Communication Server for Siebel Email Response
• Siebel Server Requirements for Siebel Communications Server
  • Server Components for Siebel Communications Server
  • Synchronizing Batch-Mode Server Components
• About Setting Up Siebel Communications Server for Siebel Email Response
  • About Setting Up Siebel Communications Server for Real-Time Email Processing
  • About Setting Up Siebel Communications Server for Nonreal-Time Email Processing
• About Starting Server Components
  • Task Failures at the Email Process Level
  • Main Tasks and Subtasks
• Administering Communications Inbound Receiver
  • Event Processing for Real-Time and Nonreal-Time Processing
  • Running Communications Inbound Receiver
  • Configuring Parameters for Communications Inbound Receiver
  • Activity Attachments Stored for Incoming Messages
• Events and Communications Inbound Receiver
  • Event States
  • State Transitions
  • Event Processing
    • Typical Communications Inbound Receiver Events
    • Errors During Communications Inbound Receiver Email Processing
    • Database Failures During Communications Inbound Receiver Processing
    • Failure Errors During Communications Inbound Receiver Processing
  • Errors Encountered While Processing Events
  • Logged Event Types and Subtypes
• Administering Communications Inbound Processor
  • Running Communications Inbound Processor
• Administering Communications Outbound Manager
  • Running Communications Outbound Manager
  • Configuring Communications Outbound Manager
    • Configuring Siebel Bookmarks
    • Configuring Shared or Separate Logging
    • Configuring Log Levels for Communications Outbound Manager
  • Specifying Siebel Server for Communications Outbound Manager
  • Specifying Component Name for Outbound Communication Requests
  • Outbound Communications for Siebel Mobile Web Client
• Starting Server Components
  • Automatically Restarting Server Components
  • Enabling Real-Time Email Processing
  • Enabling Nonreal-Time Email Processing

9 Defining Outbound Communication Requests

• Defining Outbound Communication Requests
• About Outbound Communication Requests
  • Prerequisite Information for Recipient Addressing
  • Siebel Views for Working with Outbound Communication Requests
• Creating and Submitting Outbound Communication Requests
  • Creating Outbound Communication Requests
  • Submitting Outbound Communication Requests
  • Configuring Subrequests
    • Subrequest SQL File Option
  • Deleting Outbound Communication Requests
• Fields for Outbound Communication Requests
• Restarting an Aborted Communications Outbound Manager Component
• Monitoring Outbound Communication Requests
  • Status Settings for Outbound Communication Requests
  • Monitoring Outbound Communication Requests as Server Requests
  • Status Settings for Server Requests
  • Viewing Activity Records for Outbound Communication Requests
    • Viewing Activity Records for Requests

10 Managing Workflows for Siebel Email Response

• Managing Workflows for Siebel Email Response
• About Processing Email with Siebel Workflow
  • Workflow Processes for Siebel Email Response and Mobile Web Client
  • Terms for Workflow Processes
  • Status Values for Workflow Processes
• About Process Properties for Siebel Email Response
• About Modifying Process Properties for Siebel Email Response
• Preconfigured Workflow Processes for Siebel Email Response
• eMail Response - Process Message Workflow
  • eMail Response - Parse Junk Mail Workflow
    • About Adding Keywords to Decision Points
  • Parse Message Step
    • About Parsing for New Fields
  • eMail Response - Create Activity Workflow
  • eMail Response - Send Acknowledgement Workflow
  • Route Message Subprocess
• eMail Response - Process Service Request Workflow
  • Lookup Sender Step
  • Update Subprocess
  • Status Subprocess
  • Submit Subprocess
  • Query Subprocess
  • Help Subprocess
• eMail Response - Response Workflow
• eMail Response - Client Send Email Workflow
• Configuring Email Response to Capture Emails Sent with External Email Clients
  • eMail Response - Update Activity from BCC Message
  • Defining the BCC Email Address
    • Defining the BCC Email Address at the Enterprise Level
    • Defining the BCC Email Address at the Component Level
• Managing Workflow Processes and Subprocesses
  • Setting the Log Levels for Workflow Steps
  • Revising Workflow Processes
  • Testing Workflow Processes
  • Activating Workflow Processes
  • Determining Workflow Subprocesses
• Running the Process Simulator
  • Setting Up Test Mode Process
• Process of Modifying Workflow Processes
  • Setting Up Junk Mail Processing for Certain Messages
  • Parsing Message Text for the Campaign ID
  • Parsing Message Subjects for the Campaign ID
  • Parsing for Fields in Incoming Email
  • Adding Query Fields to the Search Spec Workflow

11 Managing Email, Fax and Other Communications Products

• Managing Email, Fax, and Other Communications Products
• Managing Integrations with Email and Fax Servers
  • Integrating with Email Server Products
  • Using HTML Email
  • Integrating with Fax Products
  • Configuring Fax Integration Elements in Siebel Tools
  • Settings for Internet SMTP/IMAP Server Driver
  • Settings for Internet SMTP/POP3 Server Driver
• Parameters for Internet SMTP/IMAP Server Driver and Internet SMTP/POP3 Server Driver
• Configuring Client-Side Integration for Send Email Command
• Configuring Email Client Integration with Microsoft Outlook
• Parameter for Specifying Email Client
• Modem-Based TAP Paging Driver
  • Settings for Modem-Based TAP Paging Driver
  • Parameters for Modem-Based TAP Paging Driver
• FTP Driver
  • Settings for FTP Driver
  • Parameters for FTP Driver

12 Using Communications Operations

• Using Communications Operations
• About Email Messages for Siebel Email Response
• About Status Field Changes for Email Messages
• Process of Managing Email Messages for Siebel Email Response
  • Replying to Incoming Messages
  • Resending Outgoing Messages
  • Resending Outgoing Messages That Have Failed Because of Incorrect Email Addresses
  • Using Templates in Outgoing Messages
  • Saving Drafts of Outgoing Messages
  • Retrieving Drafts of Outgoing Messages
  • Saving Messages as Templates
• Specifying Preferences for Outbound Communications
• Preference Settings for Outbound Communications
  • Preferences for Send Email Category
  • Preferences for Email Response Category
  • Preferences for Advanced Features Category
• Creating Communications Profiles for Personal Use
• Using Send Commands to Send Messages
  • About Send Commands
  • Sending Email Messages Using Native Siebel Email Client
  • Sending Email Messages Using Microsoft Outlook
  • Sending Email Messages Using an External Email Client
  • Sending Faxes
  • Editing and Formatting Controls for Send Email and Send Fax Commands
    • Managing Line Breaks for HTML Messages
    • Managing Links and HTML Elements from Other Sources
    • Editing and Formatting Options
  • Sending Wireless Messages
  • Sending Pages
• Creating Activities for Send Commands
  • Activity Types for Send Commands
  • Contact Matching for Activity Records
• Specifying Settings for Mobile Devices
  • Configuring Mobile Devices
  • Configuring Message Delivery
  • Configuring Mobile Alerts

13 Using Wireless Messaging

• Using Wireless Messaging
• About Wireless Messaging
• Configuring Wireless Messaging
  • Connecting Directly to Wireless Network Operators
  • Configuring Siebel Server Components for Wireless Messaging
  • Configuring Communications Drivers and Profiles for Wireless Messaging
• Administering Mobile Devices
  • Specifying Information for Mobile Devices
  • Settings for Mobile Devices
  • Settings for Device Addresses

14 Troubleshooting Siebel Email Response

• Troubleshooting Siebel Email Response
• Troubleshooting Siebel Email Response Issues
• About Investigating and Reporting Processing Abnormalities
• Process of Troubleshooting Siebel Email Response
• Resolving Issues for Nonreal-Time Processing
• Resubmitting Failed Email
• Synchronizing Batch Components
• Diagnosing Errors for Communications Inbound Receiver
• Finding Last Encountered Error in Communications Inbound Receiver
• Resolving Issues for Response Groups
• Tagging Inbound Email Messages as Faxes
  • Changing the Allowed Activity Type
  • Adding a Conditional Step to the Create Activity Workflow

15 Business Service Methods for Siebel Email Response

• Business Service Methods for Siebel Email Response
• Siebel Email Response and Business Services
• Inbound Email Manager Business Service
  • Input Arguments for Methods of Inbound Email Manager
• Inbound Email Database Operations Business Service
  • Input Arguments for Methods of Inbound Email Database Operations
• Outbound Communications Manager Business Service
  • Arguments for Methods of Outbound Communications Manager
    • Arguments for Create and Submit Request Method
    • Arguments for Send Message Method
    • Arguments for Send SMTP Message Method
    • Arguments for Submit Request Method