• Title and Copyright Information
• Preface
• 1 What’s New in This Release
  • What’s New in Siebel Email Administration Guide, Siebel CRM 25.4 Update
  • 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
    • Configuring Driver Parameters to Support Microsoft OAuth 2.0 with Siebel EMR for Outbound Protocol SMTP
    • 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