Defining Mailboxes

Enter the name of the mail server for this mailbox.

Enter the name of the mailbox on the mail server. This is the name that your email system uses to identify the email account; it may not match the email address.

Enter a password that the ERMS mail reader process can use to access the mailbox. Passwords are case-sensitive. To keep your password secure, the system displays asterisks instead of the text that you enter. Because you cannot visually verify that you have entered the correct password, you must confirm your data entry by entering the password twice.

Enter the email address from which automatic replies are sent. The reply to address can be the same as the current mailbox, or it can be any other mailbox that you set up in the ERMS system.

This is also the default from address for manual email responses that are sent by users who do not have a user-specific default from address.

Enter the name of the person in the CRM system who has the overall responsibility for the mailbox. The system sends this person notifications for each email that has not been closed (indicated with a Complete status) within the warning and final notification time frames. The mailbox owner can accept or take ownership of any email if he is also a member of the worklist to which the email is routed.

Select the group worklist where emails are routed when processor or system-related errors occur. For example, if the automatic mail processing (AMP) rules engine fails and cannot process emails, they are sent to this worklist and reviewed by administrators. This is a required field.

Enter the default group worklist. Email that is sent to this mailbox is routed to the default group worklist in these situations:

• The automatic routing option is not selected for this mailbox.

  If the Automatic Routing check box is clear, all incoming email messages are sent to the default worklist directly and they do not go through any mail processes.

• The inbound email contains a context tag, but the thread-based routing routine is unable to identify a worklist.

• The mail process is unable to identify a worklist.

• The rules engine for AMP is unable to perform actions on the email.

Enter the time period after which the system will send notifications to the mailbox owner if the email has not yet been closed. Select Minutes, Hours, or Days as the unit of time for these time periods.

The external mailbox records the time and date when the email arrives in the ERMS system; this is the starting point for the warning and final notification period deadline. The time period is calculated using a 24-hour clock, without regard to your organization's business hours.

The final notification time is the deadline for responding to and closing the email. The warning notification time alerts the mailbox owner that the organization is at risk for missing the deadline. Therefore, the warning notification time is shorter than the final notification time.

The system resets the external time that the email is forwarded to another mailbox.

Enter the frequency with which the mail reader process pulls incoming email from the mail server into the PeopleSoft database. Select Minutes, Hours, or Days as the unit of time for the polling frequency.

To minimize connection-related overhead while still ensuring prompt receipt of incoming email, poll mailboxes that receive the heaviest traffic are polled more frequently than less-frequently used mailboxes.

Select the language in which the mailbox is processing.

Enter a business unit for the mailbox definition to be used for the creation and search of transactions, as well as for business object search that is initiated from email. For example, if an agent creates a case from an email, the business unit that is specified in this email's mailbox becomes the business unit for the newly created case. If you perform a business object search on an email, the search is refined by the mailbox's business unit.

If the feature to create cases for inbound email is enabled for a group worklist, and in order to create a case for an inbound email, the system needs to access the mailbox definition of that inbound email to identify the email business unit, the default business unit is then used as the email business unit to derive the appropriate business unit and display template family for the new case. This condition applies if the mailbox that is associated with the inbound email is of type Internal, Internal H, or Higher Education.

This field is unavailable for the external type mailboxes.

See Group Worklist Page.

Click to specify a template that is used to apply to solutions that can be submitted along with emails.

To make a template available for solutions, add the solution usage to this template's package.

Templates are language-specific.

Enter a setID of case customers and map it with an email business unit, which is associated with business units and display template families that the system uses to create cases and other supported CRM transactions. The selected setID determines the list of email business units available for selection by tableset control.

If a customer setID cannot be identified from the inbound email successfully, the entry marked as Default is used for case creation.

Select to make the system automatically send an acknowledgement response to every email that is sent to this mailbox. The automated acknowledgement is sent after the email is routed to a worklist.

Select to make the system automatically send an acknowledgement response only if it cannot provide an automated reply. This option works with the rule and action setup for AMP. If the action that the rules engine can trigger for an email is an auto-response, no automated acknowledgement response is sent. Otherwise, an automated acknowledgement is sent to the email sender.

Select to let the rules engine decide whether to send automated acknowledgement for email.

At runtime, the rules engine processes each email that arrives and triggers automated acknowledgement action if the conditions are satisfied. If the action cannot be performed, it will be recorded in the AMP log.

If you select this option, you may want to add the auto-acknowledgement action to all the rules that are associated with the mailbox, because the rules engine triggers the auto-acknowledgement action only if this option is selected. This action is bypassed if another option in this group box is selected.

Select to stop the system from sending any automatic acknowledgment response.

Select the template package that defines the text of the acknowledgement email if you select Always Auto-Acknowledge or Only while not Auto-Responding. This package must include a template that can be used for the email channel. Because the system may not be able to identify the person to whom the acknowledgement is being sent, the template should not include any recipient-based terms.

PeopleSoft delivers a package called Auto Acknowledgement that you can use for this purpose.

Select to let the system create a new user based on the setting of the business unit that is associated with the mailbox. The ERMS system creates the user with a role type that is appropriate to the type of the mailbox (for example, the user is in a role type of worker if the mailbox is for internal use). The mail reader process derives the user name from the email address. For the email address user@domain.com, the first name of the user would be user@ and the last name domain.com.

Select to let the system assign the email to the anonymous user who is specified on the Anonymous Object page of the Installation Options component. If the mailbox type is Internal or Internal HR, the system uses the default Anonymous Employee entry (with the Worker role type) to derive the BO ID; for other mailbox types, the Anonymous User entry (with the Individual Consumer role type) is used. When you view the email from the email workspace, the role type of this unknown user is not provided and the representing information is unavailable.

Enter the ID and path for the application class to be used to activate customer-based routing rules that you have programmed using application classes. Click the Package Tree Viewer link to access the Application Packages Lookup page, where you can browse for application classes and select one to use.

PeopleSoft does not deliver any application classes for customer-based routing; you must create your own. For example, if you integrate with PeopleSoft Enterprise Performance Management, you could create an application class that routes email based on the customer value.

See Defining Customer-Based Routing Rules.

Select the method to be used when calculating worklist scores for this mailbox's email. Two ways to calculate worklist scores are available: Average Query Group Score and Highest Query Group Score. The system routes the email to the worklist with the highest worklist score.

Select to route all incoming email based on processing by PeopleSoft Search.

Clear this check box to bypass any email process (such as the thread-based, customer-based, context-based, and content-based routing) and send all incoming email directly to the mailbox's default group worklist.