SIEBEL eMAIL RESPONSE ADMINISTRATION GUIDE VERSION 7.5, REV. A 12-FAUN7O MAY 2003 Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404 Copyright © 2003 Siebel Systems, Inc. All rights reserved. Printed in the United States of America No part of this publication may be stored in a retrieval system, transmitted, or reproduced in any way, including but not limited to photocopy, photographic, magnetic, or other record, without the prior agreement and written permission of Siebel Systems, Inc. Siebel, the Siebel logo, TrickleSync, TSQ, Universal Agent, and other Siebel product names referenced herein are trademarks of Siebel Systems, Inc., and may be registered in certain jurisdictions. Other product names, designations, logos, and symbols may be trademarks or registered trademarks of their respective owners. U.S. GOVERNMENT RESTRICTED RIGHTS. Programs, Ancillary Programs and Documentation, delivered subject to the Department of Defense Federal Acquisition Regulation Supplement, are “commercial computer software” as set forth in DFARS 227.7202, Commercial Computer Software and Commercial Computer Software Documentation, and as such, any use, duplication and disclosure of the Programs, Ancillary Programs and Documentation shall be subject to the restrictions contained in the applicable Siebel license agreement. All other use, duplication and disclosure of the Programs, Ancillary Programs and Documentation by the U.S. Government shall be subject to the applicable Siebel license agreement and the restrictions contained in subsection (c) of FAR 52.227-19, Commercial Computer Software - Restricted Rights (June 1987), or FAR 52.227-14, Rights in Data—General, including Alternate III (June 1987), as applicable. Contractor/licensor is Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404. Proprietary Information Siebel Systems, Inc. considers information included in this documentation and in Siebel eBusiness Applications Online Help to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of: (1) the applicable Siebel Systems software license agreement, which has been executed and with which you agree to comply; and (2) the proprietary and restricted rights notices included in this documentation. Contents Siebel eMail Response Administration Guide 1 Introduction How This Guide Is Organized . 8 Additional Resources . 8 Revision History . 8 Chapter 1. Overview of Siebel eMail Response Siebel eMail Response Features . 13 Structured and Unstructured Messages . 13 Responses Based on Service-Level Agreements (SLAs) . 15 Siebel Business Process Designer and Routing and Queuing Methods . 15 The Spell Check Feature . 17 Siebel Smart Answer (Optional Module) . 18 Multiorganization Features . 18 Identifying a Contact Using Their Email Address . 19 Siebel eMail Response Deployment . 20 Designating an Implementation Team . 21 Implementing eMail Response in an International Environment . 22 How Agents Use eMail Response . 23 Working with Siebel Applications . 24 Siebel eMail Response Architecture Overview . 25 Customer Sends an Email . 26 Siebel Server Components Process Incoming Email . 27 Version 7.5, Rev. A Siebel eMail Response Administration Guide 3 Contents Chapter 2. Understanding eMail Response Workflows eMail Response Workflow Processes . 32 About eMail Response Process Properties . 33 Frequently Used eMail Response Process Properties . 34 Preconfigured eMail Response Workflow Processes . 36 eMail Response - Process Message Workflow . 37 Test Mode Enabled? (Workflow Decision Point) . 38 Find Junk Email (Workflow Subprocess) . 43 Parse Message Workflow Steps . 46 Create Activity (Workflow Subprocess) . 55 Smart Answer Enabled? (Workflow Decision Point) . 56 Send Acknowledgement (Workflow Subprocess) . 58 Route Email or Route Message (Workflow Subprocess) . 59 eMail Response - Process Service Request Workflow . 62 Lookup By Org? (Workflow Decision Point) . 63 Get Subject Keyword (Workflow Step) . 64 Submit Sub Process (SR Submit Workflow) . 65 Query Sub Process (SR Query Workflow) . 68 Update Sub Process (SR Update Workflow) . 72 Status Sub Process (SR Status Workflow) . 73 Help Sub Process (SR Help Workflow) . 74 eMail Response - Response Workflow . 75 eMail Response - Client Send Mail . 76 Chapter 3. Planning eMail Response Deployment Business Analysis Deployment Planning . 78 Planning eMail Response Set Up . 83 Chapter 4. Completing Typical Setup Tasks Prerequisite Tasks . 88 4 Siebel eMail Response Administration Guide Version 7.5, Rev. A Contents Basic Setup Instructions . 90 Revising and Activating Workflow Processes . 91 Workflow Status . 91 Activating an Inactive Workflow . 92 Implementing Routing and Queuing Processes . 94 Setting Up Communications Server for eMail Response . 97 Setting Up Communications Driver Parameters . 98 Creating a Communications Driver Profile . 99 Creating a Response Group . 102 Creating Templates, Catalogs, and Categories . .106 Using Substitution Fields in eMail Response Templates . 107 Using Solutions and Creating Email Templates . 109 Creating a Catalog and Categories . 114 HTML Wrapper Templates . 118 Managing Template Visibility . 121 Starting Communications Inbound Manager Tasks . 123 Server Component Task Auto-Start . 125 Server Component Auto-Restart . 125 Starting Communications Inbound Manager . 126 Stopping Communications Inbound Manager . 128 Chapter 5. Global Deployment Setup and Configuration Deploying eMail Response Internationally . 132 Planning eMail Response Global Deployment . 134 Setting Up eMail Response for International Deployment . 135 International Deployment Setup Tasks Prerequisites . 135 Installing Language Packs and Communications Templates . 136 Setting Up Email Accounts For Supported Languages . 136 Configuring Response Groups For International Deployment . 136 Creating Templates For International Deployment . 137 Language Support For International Deployment . 138 Version 7.5, Rev. A Siebel eMail Response Administration Guide 5 Contents Chapter 6. Completing Advanced Setup Tasks Authenticating the Email Sender’s Email Address in eMail Response . .140 About the Lookup Sender Business Service . 141 Authenticating a Sender's Email Address Using Employee Email Address . 142 Authenticating a Sender's Address Using Alternate Email Address . 144 Recapturing the Account ID (Optional)–Example . 146 Chapter 7. Troubleshooting eMail Response Cannot Activate Workflow Process . 150 Communications Inbound Manager Stops . 151 Appendix A. Tables and Reference Solutions and Templates Decision Table . .154 Routing and Queuing Methods Comparison Table . .155 Siebel eMail Response and Business Services . .156 Inbound Email Manager Business Service . 156 Inbound Email Database Operations Business Service . 161 How the Internet SMTP/POP3 Driver Processes Email Messages . .165 eMail Response Internally Generated Attachment Processing . 170 Upgrading to Siebel eMail Response Release 7.x . .172 Siebel eMail Response Business Services and Workflow . 172 Siebel eMail Response Templates . 174 Siebel eMail Response Communications Drivers (Adapters) and Profiles . 175 My Incoming Email and All Incoming Email Views . 175 Index 6 Siebel eMail Response Administration Guide Version 7.5, Rev. A Introduction This guide provides information necessary to plan, implement, administer, and maintain Siebel eMail Response. This book will be most useful to people whose title or job description matches the following: Email Response Persons responsible for planning, setting up, and maintaining Administrators Siebel eMail Response and Siebel Smart Answer. They should have a working knowledge of their email client, drivers, Siebel application architecture, and general systems administration. Siebel Smart Persons responsible for analyzing, planning, and implementing Answer Siebel Smart Answer. Administrators Siebel Persons responsible for understanding how eMail Response makes Communications use of Siebel Communications Server, Siebel Universal Queuing, Server and other communication touch points. Administrators Other Application Persons responsible for planning, setting up, and maintaining any Administrators Siebel application to which Siebel eMail Response can be added as a component, for example Siebel Call Center administrators and Siebel eService administrators. Others with Some Persons responsible for performing specific Siebel eMail Response Administration tasks, for example creating templates and profiles. Responsibilities Siebel Application Persons who plan, implement, and configure Siebel applications, Developers possibly adding new functionality. Siebel System Persons responsible for the whole system, including installing, Administrators maintaining, and upgrading Siebel applications. Version 7.5, Rev. A Siebel eMail Response Administration Guide 7 Introduction How This Guide Is Organized How This Guide Is Organized This guide describes the planning and administration of features used to respond to incoming email. It is organized by task, in the sequence in which these tasks typically occur. Additional Resources The following books should be used as a companion to Siebel eMail Response Administration Guide: ■ Siebel Communications Server Administration Guide. Siebel eMail Response and Siebel Communications Server share many processes and concepts. ■ If you use Siebel Smart Answer with Siebel eMail Response, you will need to use Siebel Smart Answer Administration Guide for setup and background information. Revision