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Email Response – Functional / Technical Overview 8.1.1.x

Sudeshna Saha

Senior Technical Support Engineer


AGENDA

Overview of Siebel Email Response

Key Features

Fundamentals of using Siebel Email Response

Architecture of Communications Infrastructure

Communications Drivers

Communications Profiles / Communications Templates

How emails are received in Siebel Architecture(Real Time & Non Real-Time)

Structured and Unstructured Email Processing

Events and the Communications Inbound Receiver

Event Processing for Real-Time and Non Real-Time Modes

Managing workflows for Email Response Preconfigured Siebel Email Response Workflow Processes

Understand the Inbound Email Response functionality

Communications Screen (Email Response View) and Its Functionality

Communication Inbound Receiver Threads / Tasks

How to start a Response Group and its worker threads

Communication Inbound Receiver – Status Page

Email Response new features and enhancements

New Email Response UI Changes

Troubleshooting Siebel Email Response


Siebel Email Response enables companies to respond to high

volumes of email quickly and professionally, ensuring they

provide superior customer service. This highly scalable

application lowers costs, and provides easy-to-administer

routing and queuing rules that send email messages to the

most appropriate agent. By providing organizations with a

comprehensive customer view, agents can increase customer

loyalty and retention because they are more knowledgeable

about customer needs and can more quickly resolve

customers’ concerns.

SIEBEL EMAIL RESPONSE


Siebel Email Response’s zero-install, Web client delivers

highly interactive functionality while minimizing total cost of

ownership.

Provides customized auto- acknowledgments based on SLAs

Provides intelligent email routing to ensure the correct agent

receives and responds to customer inquiries

Offers multi-language spell checking to ensure messages are

professionally written

Scales to support single sites or global deployments

SIEBEL EMAIL RESPONSE KEY FEATURES


Call Center / HelpDesk

Auto Service Request / Email Inbound creation and assignment from

inbound email

Customer/Contact

Sends

inbound

email

Siebel Email

Response

Group

Create SR and

assign owner

OR

Create Email -

Inbound activity

Creation of Service

Request/Incident / Email

Inbound record


Call Center / HelpDesk

Sample Email Template created with merged fields


Siebel eMail Response

Complete eMail Response Management System

– Spell Checking

Advanced Linguistic Analysis (Siebel Smart Answer)

– Auto Response/Suggest

– Intelligent Routing

– Self-learning Technology

Automated Workflow – Contact identification and entitlement

verification

– Queuing and assignment

Seamlessly Integrated – All communication channels

– Respond to Email and Web Campaigns

– Access to complete customer Information and interaction history


Graphical Workflow Driven Administration

Business Challenge

– Inability to manage service levels

across channels

– Continuously evolving business

processes require IT department to

configure products to accomplish

business objectives

Solution

– Messages routed and managed using

workflow system, including automatic

escalation and multi-channel queuing

by customer type (platinum, gold, silver)

– Intuitive, graphical drag-and-drop

workflow designer enables business

process architects to model best

practices, across organization


Fundamentals of using Siebel Email Response

The following components for Siebel Communications Server handle email

traffic to and from Siebel Email Response:

Communications Inbound Receiver Communications Inbound Receiver pulls email from the email server, converts the email into

event data, and creates a server request for the Server Request Broker component.

In Real-time mode, Communications Inbound Receiver both receives and processes inbound

messages. Communications Inbound Processor is not used.

Communications Inbound Processor Communications Inbound Processor receives the events from Communications

Inbound Receiver and processes them using workflows.

Only used for Non Real-Time processing

Communications Outbound Manager Communications Outbound Manager manages outbound communications with customers.

Siebel Email Response uses the Communications Outbound Manager server component to

send responses.

.


Architecture of Communications Infrastructure


What are Communications Drivers

They are Siebel libraries that provide interface between the Siebel

application and an outside messaging system.

The interface is established by configuring a set of parameters

provided with each driver.

These drivers have several parameters that define their default

behavior.


The Siebel Communications drivers for Email Processing are as

follows:

Communications Drivers for Email

Internet SMTP/IMAP Server. Supports Internet mail servers that support

the SMTP protocol for outbound email, fax, or wireless messages or the

IMAP protocol for inbound email (for Siebel Email Response). This driver

supports both plain-text and HTML email.

Internet SMTP/POP3 Server. Supports Internet mail servers that support

the SMTP protocol for outbound email, fax, or wireless messages or the

POP3 protocol for inbound email (for Siebel Email Response). This driver

supports both plain-text and HTML email.


As per 8.1 bookshelf Siebel Communications Server Administration Guide, the library name

for the Internet SMTP/POP3 Server driver has been renamed from sscmpop3 to sscmmail.

This driver is also used for the new Internet SMTP/IMAP Server driver.

In Siebel release 8.1 the library name used by the Internet SMTP/POP3 Server driver should

be set to “sscmmail” instead of “sscmpop3”.

Please change the “Internet SMTP/POP3 Server” driver profile by navigating to

Administration - Communications > Communication Drivers and Profiles > Communications

Drivers: Name = Internet SMTP/POP3 Server and changing the 'Library Name' from

'sscmpop3' to 'sscmmail'.

Please review the following document to configure Siebel Email Response module with the

Internet SMTP/IMAP Server driver

How to set up an Internet SMTP/IMAP Server driver to work with Oracle’s Siebel Email

Response feature, [ID 1512349.1]

Communications Drivers for Email contd…


Profile is an instance of a communications driver. Provides access to

communications driver for specific contexts.

They are defined on the communications Administration screen on the profiles view for connecting to a specific messaging

system and the mailbox of a specific email account.

If required, users can create communication profiles for personal use in the My Profiles view in the communications screen.

Communications Profiles


Provides both content and structure for outbound messages.

Communications templates are used to send outbound communications to recipients when sending

Replies to inbound messages in Siebel Email Response.

Content can include both explicitly specified text and Siebel field values substituted into the outbound message..

Templates can be made available to all users by checking the Public flag on the form view for the template or can be

created for personal use.

Both plain-text and HTML content are supported for email templates

Standard HTML tagging options can support text formatting, images, hyperlinks, tables, and so on.

Templates can be created either in

My Templates view in the Communications screen for end users.

All Templates view in the Communications Administration screen for administrators.

Communications Templates


Siebel eMail Response & Siebel Send Mail Architecture

Web Server

SMTP/POP3

over SSL

Email Server:

Microsoft Exchange

Lotus Domino

Fax Server:

e.g. Captaris Rightfax

Siebel Application Server

Siebel

EAI

Business

Logic

Layer

User Interface Layer

Communication Server

Siebel Communication API (SCAPI)

SMTP/POP3 / IMAP Driver

Siebel

Workflow

Siebel

Smart

Answer


How emails are received in Siebel Architecture (Real Time)

Siebel Database

Application

Object

Manager

(SCCObjMgr

_enu for

example)

Email Server

(MTA)

Internet

S_EVT_ACT /S_EVT_MAIL

Action BC

Web Server SWSE

Internet POP3

or IMAP Server

driver

1 Inbound email is delivered to inbound MTA serving Siebel

2

POP3 or IMAP Driver pull the email from

MTA,parse it, Create evt files with fields for CIR

3 CIR get the evt files and call Email-Response-Process Message or Email – Response Process Service Request workflows to create activity records based on the email

4 Users go to Communications Screen to check inbound emails Not Started

SWSE send the request to the Object Manager

Inbound Item List View( specialized view ) the user can list he emails and reply forward

5

6

1 2

4

3

5 6

Communications Inbound

Receiver

WPM

SRB Listener

Siebel File System


How emails are received in Siebel Architecture (no RT)

Siebel

Database

Application

Object

Manager

(SCCObjMgr

_enu for

example)

Email

Server

(MTA)

Internet

S_EVT_ACT /S_EVT_MAIL

Action BC

Web Server SWSE

Internet

POP3 or

IMAP Server

driver

1 Inbound email is delivered to inbound MTA serving Siebel

2 POP3 or IMAP Driver pull the email from

MTA,parse it,create evt files with fields for

CIR

3 CIR get the evt files and create a record based on the email in S_CM_INBND_EVT table and do a synchronous request to CIP

4 CIP receives the synchronous request, query

S_CM_INBND_EVT table to get email data and call the

workflows

CIP execute Email-Response-Process Message or Email –

Response Process Service Request WFs to create activity

records based on email

Users go to Communications Screen to check inbound

emails Not Started

5

1 2

4 3

5

S_CM_INBND_EVT

Comm Inbound Events BC

6

7

8

6

7

8

SWSE send the request to the Object

Manager

OM build Inbound Item List View

(specialized view ) the user can list the

emails and reply forward

Communications

Inbound Receiver

Communications

Inbound Processor

SRB Listener WPM

Siebel File System


Siebel Email Response uses the eMail Response - Process Service Request workflow to process structured

(keyword-based or Web-form) messages.

Uses Keywords (such as Help, Query, Status, Submit, and Update) when processing and creating service requests

for keyword-based email.

Examples of incoming structured (keyword-based or Web-form) messages include:

New service requests

Status requests for pending service requests

Updates for existing service requests

Searches for specific service requests

An example of an incoming Web-form Submit message follows:

From: [email protected]

To: [email protected]

Subject: Submit

[Severity]

1 - Critical

[Area]

Usage

Structured and Unstructured Email Processing


Unstructured email (free-form) messages do not need any special subject or structure in the incoming email. They

provide for a broad range of communications, such as:

Requests for general information

Requests for information about a product or event

Order Requests

Unstructured email messages are processed using the eMail Response - Process Message workflow process. This

workflow process creates Activity records that you can view on the Communications screen

An example of an incoming message threading follows:

The customer sends a new incoming email message.



Subject: Need Help

Please help.

- Customer

The company sends a response to customer.



Subject: RE: Need Help

Attached is the answer to your question.

- Support

[THREAD ID:1234]

Structure and Unstructured Email Processing contd…


The CIR takes the incoming message data and serializes

it to a disk-based queue.

Events are stored in sub-folders underneath the

bin/queued directory. The sub-folders are named after

the response group that generates the events.

The disk-based events are given special file extensions

that represent the event’s current

Typical Communications Inbound Receiver Events

The driver generates an event for the Communications

Inbound Receiver.

The Communications Inbound Receiver creates a .evt file that

stores the driver event.

The Communications Inbound Receiver renames the .evt file

to .xevt immediately before workflow execution.

The workflow executes without any errors and the .xevt file is

deleted.

Events and the Communications Inbound Receiver


In each mode, inbound email is saved as event data to the local disk, in a file with extension .EVT. (Message content

and attachments are also saved to the Siebel File System

Real-time mode - In real-time mode, where all event processing is done by Communications Inbound Receiver,

additional files are created on the local disk that represent different states of processing or represent error conditions.

Such file extensions include:

.XEVT - Events ready for processing by the workflow process.

.ERROR - Events that generated known errors and that can be retried.

.CRASH - Events that failed for unknown reasons and must not be retried (It is likely that the processing of this event is causing the

abnormal termination.)

Non Real-time mode - In non real-time mode, Communications Inbound Receiver writes event data to the Siebel

Database (in the S_CM_INBND_EVT table) and to the Siebel File System, and submits a request to Server Request

Processor and Server Request Broker. Communications Inbound Processor picks up this request and processes the

event. Non real-time events that have been submitted to Communications Inbound Processor can be tracked using

the Communications Inbound Events view in the Administration – Communications screen (unlike events in real-time

mode). Events that could not be fully processed due to transient errors can be resubmitted manually from this view.

Valid status for events in the Communications Inbound Events view include:

Queued- Communications Inbound Receiver has submitted the event for processing by Communications Inbound Processor.

CIP Processing - Communications Inbound Processor has received the event and is currently processing the event.

Error - Event processing has failed due to a known error. You can resubmit the event for processing using the Submit Request

command in the applet menu.

Fatal - Event processing has failed due to an unknown error and must not be resubmitted.

Event Processing for Real-Time and Non Real-Time Modes


Siebel Business Applications provide the following two types of workflow processes with Siebel Email Response:

Message processing workflows - When each inbound message is received, the Communications Inbound Receiver /

Communications Inbound Processor server component executes these workflows

eMail Response - Process Message Workflow - Used primarily for unstructured email messages. This workflow

processes each inbound message and ultimately creates an activity record.

eMail Response - Process Service Request Workflow – Used for structured or Web-form email messages. The workflow

searches the subject of each inbound message for specific keywords, such as Submit , Update or Query or Status. The

workflow uses this keyword to call the appropriate sub-process.

User Interface workflows - Each time an agent clicks specified buttons in Siebel Email Response, these workflows

are executed. The primary user interface workflows are:

eMail Response - Response Workflow - Click the Reply, Reply to All, and Forward buttons on the My, My Team’s, and

All Communications screens to invoke this workflow.

eMail Response - Client Send Mail Workflow - Click the Send button in Siebel Email Response to invoke this workflow.

Preconfigured Siebel Email Response Workflow Processes


eMail Response - Process Message


eMail Response - Create Activity (workflow sub-process)


eMail Response - Process Service Request


These are the basic steps that take place when an inbound email is processed to the Siebel Email Response

application by the Email Response - Process Message workflow process

– Any unread messages found in the monitored mailboxes are fetched into the Siebel application via a POP3 protocol

process [RFC 1939]. They are generally read in a Last-In-First-Out [LIFO] order, dependent on the POP3 Server make.

The mailboxes being monitored are those specified in the Response Group communications profiles.

They are fetched as a txt file which is a MIME encoded RFC 2822 format file containing all parts of the message: headers,

message body attachments. These are fetched to the

..\SiebSrvr\bin\incoming directory

These txt files are eventually what are attached as Original_Message.txt files to the Email - Inbound activity records.

The Internet SMTP/POP3 Server communications driver parses the message. If it cannot it places in the

..\SiebSrvr\bin\failed directory.

The Internet SMTP/POP3 server communications driver parses these messages.

a) MIME decodes them into their constituent parts

b) Converts the message body to Unicode

c) Creates an EVT file

The EVT [Inbound Email Event] file for the inbound message with a set of tag-value pairs containing the basic message

properties of the inbound message goes into queued directory for the Response Group:

..\SiebSrvr\bin\queued\<email response group name> directory

- It comprises data from the header of the inbound message, the message body, pointers to the various attachments and

their filenames belonging to the inbound message in the incoming directory.

- Any attachments and the Original_Message txt file and data files placed in the incoming directory.

Understand the Inbound Email Response functionality


Along with this EVT file, several temporary data [DAT] files are created in the incoming directory, namely,

-The Original Message text file [the RFC 2822 format MIME encoded message].

- Any attachments, pictures graphics etc. MIME decoded.

By default the incoming directory is ..\SiebSrvr\bin\incoming

The DAT files for the given inbound email message are referenced in the EVT file.

If the Internet SMTP/POP3 server communications driver cannot parse the message, it fails and is moved to failed

directory, and no further attempts to process that message are made.

During the POP3 process each message is given a UID a Unique ID. This is also recorded in a file in the directory

..\SiebSrvr\bin\queued\<email response group name> to ensure that the same message is not fetched again.

The POP3 process deletes the messages that is has fetched from the mailbox's Inbox at the end of the POP3 process. The

QUIT command effects this. During the session you may see DELE commands being sent to the POP3 mail server. These

only mark the fetched message for deletion. (For more information please refer RFC1939)

[NOTE: Do not set up other email clients to access the mailboxes that Siebel Email Response monitors because the email

driver deletes the messages from the POP3 server when Siebel Email Response processes them. These deleted

messages are not visible to another client.]

Understand the Inbound Email Response functionality contd…


Once a message has been fetched, The Email Response group invokes the Email Response - Process Message workflow

process to process it. The Response Group is associated with a workflow process which is to handle the backend

processing of inbound messages. This workflow process has a Load from Message step. This reads the EVT files into

workflow process properties.

Typically the workflow process will execute a Create Activity sub-process which creates the Email - Inbound Activity record

and adds the attachments and the Original _Message.txt to it.

The last step in the workflow process is Delete Temporary Files where for the given inbound message

a) The EVT file in the queued directory is purged

b) The temporary attachment data files in the incoming directory are purged

If the workflow process fails [for whatever reason] before reaching the Delete Temp Files step, the CommInboundRcvr

processes (tasks) which were launched by the Response Group will rename the EVT file in various ways for a 2nd

reprocessing attempt. If the workflow process repeatedly halts before this step is reached then the temporary files will tend

to accumulate and fill all available space and have to be deleted manually.

NOTE: For full detail please see Siebel Bookshelf

Siebel Email Administration Guide

- > Chapter 5: Configuring Communications Drivers and Profiles for Email

a) Overview of the Processing Flow of Inbound Email Messages

-> Chapter 7: Administering Siebel Communications Server for Siebel Email Response

a) Administering Communications Inbound Receiver

b) Events and Communications Inbound Receiver

- Event States

- State Transitions

- Event Processing

Understand the Inbound Email Response functionality contd…


The Communications Screen is generally reached via

Site Map > Communications > Communications List

It is also known as

Screen: Email Response Screen

View: Inbound Item List View

Applet: Comm Inbound Item List Applet

There are four tabs

More Info

Body

Attachments

History

This is where inbound email activity records are to be viewed and manipulated, and outbound ones too. The

Communications Screen and its set of applets have special functionality, one which can display and handle email records.

Other standard screens and applets within the Siebel application do not have this special functionality.

The Comm Inbound Item List Applet is based on a specialized component with a specialized DLL. In general these screens

are not suitable for customer customization.

In the top right hand corner one can choose one of the Predefined "Saved" Queries to view the specific set of email records

one wants to:

*Inbox

All

Cancelled Items

Drafts

Outbox

Sent

Communications Screen (Email Response View) and Its Functionality


One can also choose between the following views

- My Communications [email records assigned or belonging to you]

- All Communications

- My Team's Communications

New unanswered Inbound Email has status “Not Started“

The actions that can be taken for the email records listed here, via buttons: Reply / Reply to All / Forward

Drilling down on the hyperlinked Subject for replying to an inbound email is not generally considered to be a valid and

supported operation for Siebel 8.0 and earlier. It was a new feature introduced in Siebel 8.1., where you can drill down on

the Subject field for the message in the Communications List view to navigate to the outgoing message form. You must

then click Reply, Reply to All, or Forward on the outgoing message form.

Communications Screen (Email Response View) and Its Functionality contd…


Clicking any of the Reply/Reply to All/Forward buttons executes the eMail Response - Response Workflow

workflow process



This workflow creates a new Email - Outbound activity record representing the reply or forwarded message. The Original

Email - Inbound activity record is marked/updated with a status of "Done".

[The workflow process used here, its name is hardcoded, and cannot be changed.]

A new screen appears

Screen: Email Response Screen

View: Communication Detail - Response View

With three applets

Comm Outbound Item Form Applet - For editing the outgoing message

Comm Inbound Item Form Applet and Comm Inbound Item Incoming Attachments List Applet

[Read only applets to read the original inbound message and its attachments ]

The user can

Select/change From Profile

Modify/change the To email address

Modify the subject

Add a category

Associate the outgoing message with a Service Request number, an Opportunity, an Account, or add another Contact.

Edit and change the message body

Spell Check the Email

Remove HTML tags

Add attachments

A Thread ID representing the inbound message's Activity Row_ID is added to the body of the Outgoing Message.



Clicking Send invokes the Email Response – Client Send Mail workflow process


This workflow process sends the reply/forwarded email via the Outbound Communications Manager business service Send Message method

A Job for this is queued on the S_SRM_REQUEST asynchronous server requests job queue

On the sending of the message the CommOutboundMgr component updates the Email - Outbound activity record with the status of "Done".

One may also capture a copy of the raw outbound message.


Siebel Email Response runs on a hierarchy of Siebel Server threads

1. Master MT Server Threads – When a Siebel Server starts up and a component has been enabled an MT Server thread

will start up. For Email Response the Master MT Server threads are

CommInboundRcvr

CommInboundProcessor

Their component parameter Max and Min MT server thread parameters in standard configuration should have already

been set to 1 each.

You may see the startup of these MT Server threads in the Siebel Server's Enterprise-Server log

Example thus:-

…

ServerLog LstnObjCreate 1 0000970a4cad05a8:0 2010-10-07 09:54:05 Created port 49162 for Communications Inbound Receiver

...

ServerLog ComponentUpdate 2 00000eaa4cad08c8:0 2010-10-07 09:54:31 CommInboundRcvr STARTING Component is starting up.

...

ServerLog ProcessCreate 1 00000eaa4cad08c8:0 2010-10-07 09:54:32 Created multithreaded server process (OS pid = 3916) for CommInboundRcvr

And shutdown again when the Siebel Server is shutdown

ServerLog ServerShutdown 1 000098b04cad05a8:0 2010-10-07 10:47:52 Shutting down due to service stop command

...

ServerLog ProcessExit 1 000098e04cad05a8:0 2010-10-07 10:48:03 CommInboundRcvr 3916 SUCCESS Process 3916 completed Successfully

Communication Inbound Receiver Threads


2. To shut the MT Server Threads down - Generally to shut the MT Server Threads down, if you want to, the

Siebel Server itself would normally need to be shut down. However you may view/control these threads on

the following screen

Site Map -> Administration - Server Management -> Components

where you will find a Shutdown button which can be used with a given component in focus.

When and before shutting down the CommInboundRcvr MT Server component, you should generally allow it

time to complete its processing of current email messages having made the individual Response Groups(s)

Inactive.

shutdown fast Command - If a component stubbornly refuses to shut down using the button try the

following special Server Manager (srvrmgr) command:-

shutdown fast component <comp_name> for server <siebel server>

The "shutdown fast" command would make the components shutdown faster because it does not wait for

active processing to finish to shutdown the component.

Communication Inbound Receiver Threads contd…


The Communications Inbound Receiver (CIR) component is only affected by the Max Thread and Min

Thread parameters

Below is a collective meaning of each parameter:

Max Thread: max number of threads that you will allow CIR to have. This number will have to be lower than Max Task

Min Thread: min number of threads that CIR will start with. Depending on the need, CIR will readjust the number of

tasks up to max thread.

Max Task: Siebel server parameter to control the max number of thread for a component. Max thread will have to be

below Max task.

Max MT Server: Another Siebel server parameter. For CIR, this is not really matter. Usually set to 1.

Min MT server: Another Siebel server parameter. For CIR, this is not really matter. Usually set to 1.



Every time you start an instance of the Communications Inbound Receiver the application starts one main task and

five subtasks. The main task is assigned the first (lowest) task number (for example, 1318). The five subtasks are

assigned the next numbers in sequence (for example, 1319, 1320, 1321, 1322, and 1323). The main task manages

the subtasks and the message queue. The subtasks process inbound messages by pulling the inbound messages

from the queue and passing them to the appropriate workflow.

The tasks for the CIR are not being shown in the GUI for the 8.x versions.

Inbound components no longer assign tasks to specific Response Groups. There is now a pool of threads generated

for the Response Groups to use in fetching and processing email. These threads are created and used dynamically,

thus the Communications Inbound Receiver is only affected by the Max Thread and Min Thread parameters.

Server Manager and Server Manager from UI show no running tasks of CommInboundRcvr. This indicates that we

cannot see the task list for CIR with inbound email as for any inbound email received. CIR will generate a Detached

task and Detached tasks are not displayed in task list in UI.

The tasks for CIR can only be viewed using srvrmgr command line using change param ShowHiddenObjects=true for comp ServerMgr

and

list hidden tasks for comp CommInboundRcvr

The above server manager command shows all the Detached tasks. This should display all task for the same

component. Please review the following article for further reference:

Note 1337185.1 Comminboundrcvr Shows 5 Running Tasks On 7.8 Siebel Version Not In 8.1 Siebel

Communication Inbound Receiver Tasks


The procedure is:

Navigate to Site Map -> Administration Communications -> All Response Groups

In the Response Groups applet

Select a Response Group

It should have Startup = Active and the logical name of a Siebel Server (not IP address)

Select Applet menu: Submit Response Group Changes

To stop a Response Group manually

Change its Startup parameter to Inactive

Select Applet menu: Submit Response Group Changes

This will perform a graceful shutdown of the Response Group and all its worker threads both Parent and Child threads.

Notes

For a Response Group to start and stop the CommInboundRcvr MT Server thread must be running

If a Response Group has status Startup = Active it will automatically startup when the Siebel Server and its MT Server threads start up

If a Response Group has status Startup = Inactive it will not automatically startup when the Siebel Server and its MT Server threads start

up but will have to be started by the process described above

Generally you should not need to try to shutdown the MT Server Threads as well; leave them running. To shut the latter down, stop the

Siebel Server.

How to start a Response Group and its worker threads


You can access the status page for

the Communications Inbound

Receiver by navigating to:

http://<hostname>:55555

where: <hostname> is the name of the

Siebel Server on which the

Communications Inbound Receiver is

running.

For example, I have Siebel Server

with Communications Inbound

Receiver running on machine

sdcr710i012n.us.oracle.com

So I will enter something like

http://sdcr710i012n.us.oracle.com:

55555/

to get the status page of

Communications Inbound Receiver

Communication Inbound Receiver – Status Page

http://sdcr710i012n.us.oracle.com:55555/

http://sdcr710i012n.us.oracle.com:55555/


Siebel 8.1.1 introduced new functionality to manage the saving of Drafts and Templates from the Communications

screen as described in Bookshelf > Siebel Email Administration Guide > Using Communications Operations > Process

of Managing Email Messages for Siebel Email Response. These new features introduced three new applets, all of

which are based on specialized classes:

Comm Inbound Item Form Applet New

Comm Outbound Item Form Applet New

Comm Outbound Item Outgoing Attachments List Applet

In the Siebel 8.1.1.1 Fix Pack, Bug 10557614 (formerly FR 12-1RB07UI) was released. This fix ensures that when

replying or forwarding an email, the outbound email should be in the same format as the original email. This fix is

described in Siebel Maintenance Release Guide Version 8.1.1.x (latest revision available in Note 880452.1 and

requires special handling (refer to "Instructions for FR 12-1RB07UI") to implement the fix.

Customers who have installed Siebel 8.1.1.1 or higher must complete the installation and configuration steps for as

indicated in Siebel Maintenance Release Guide Version 8.1.1.x. Any customers currently on 8.1.1 who apply a Fix

Pack must apply the instructions described in Siebel Maintenance Release Guide Version 8.1.1.x at that time.

Please review the following document to configure Siebel Email Response module with the new UI changes:

How To Apply the new Email Response UI changes [ID 1180863.1]

New Email Response User Interface for Siebel 8.1.1.1 and above requires Fix Request# 12-1RB07UI (BUG 10557614)

implemented. [ID 1453700.1]

New Email Response UI Changes


All customers who do not complete the configuration steps for Bug 10557614 (FR# 12-1RB07UI) after applying the

Siebel 8.1.1.1 Fix Pack or higher will experience unexpected behavior when managing email from the

Communications screen.

The following known issues were found after a Siebel 8.1.1.1 or higher fix pack installation without proper installation and

configuration steps for BUG: 10557614 (FR# 12-1RB07UI):

User in Site Map>Communications screen> Communication List drill down clicking on a email message Subject and then on the

Communications Detail - Response View try to Reply, Reply to All or Forward but the buttons are disabled.

Note 1371085.1 Order Of Emails Displayed Upon Hitting Reply Button In 8.1.1.X.

Note 1098413.1 Clicking Cancel Button On Communication Response Detail Applet Causing The Issue.

The following known issues are related to problems raised after install and configure the steps for BUG: 10557614 (FR# 12-

1RB07UI)

Note 1395344.1 Cancel Button On Comm Outbound Item Form Applet New Is Removed After Applying Instructions

for FR 12-1RB07UI.

Note 1350853.1 Performance Problem when canceling Email-Inbound Reply after applying FR 12-1RB07UI.

Note 1325913.1 Email Response - Response Workflow Validation fails.

Please review the following articles for further information :

Note 1352328.1 On Set ParentEmail Status Transitions And Their Values

Note 1180863.1 How To Apply the new Email Response UI changes [ID 1180863.1]

Note 1178384.1 Fr 12-1rb07ui Fix In Siebel 8.1.1.2 Fix Pack Is Not Found

New Email Response UI Changes contd…


Siebel Email Administration Guide Version 8.1 > Chapter 14: Troubleshooting Siebel Email

Logging and Tracing

How To Trace Siebel eMail Response Operations Note 477787.1

How To Trace Outbound Communications Operations Note 477998.1

How Can Tracing Be Increased for the Siebel Object Manager? Note 477897.1

Using Wireshark to capture a Network Protocol Trace Note 1141588.1

Internet SMTP/POP3 Server Log Generation Note 1274783.1

For further information, please review - Siebel Email Administration Guide Version 8.1 Rev. B

Chapter 7: Administering Siebel Communications Server for Siebel Email Response

Administering Communications Inbound Receiver

Events and Communications Inbound Receiver

Chapter 12: Using Communications Operations

About Email Messages for Siebel Email Response

Process of Managing Email Messages for Siebel Email Response

Troubleshooting Email Response


Need more information ?

Bookshelf- Siebel Email Administration Guide –

http://docs.oracle.com/cd/E14004_01/books/eMail/eMailTOC.html

Master Index for Siebel Email Response and Communications Server product

areas (Doc ID 1151190.1)

Information Center: Siebel eCommunications and Email Response (Doc ID

1512972.2)

Information Center: Troubleshooting Siebel Comms Server & Email Response

(Doc ID 1487319.2)

http://docs.oracle.com/cd/E14004_01/books/eMail/eMailTOC.html


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