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Email Response - Functional Technical Overview 8 1 1 xFINALv6
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Email Response – Functional / Technical Overview 8.1.1.x
Sudeshna Saha
Senior Technical Support Engineer
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
Call Center / HelpDesk
Auto Service Request / Email Inbound creation and assignment from
inbound email
Customer/Contact
Sends
inbound
Siebel Email
Response
Group
Create SR and
assign owner
OR
Create Email -
Inbound activity
Creation of Service
Request/Incident / Email
Inbound record
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
Call Center / HelpDesk
Sample Email Template created with merged fields
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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.
.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
Architecture of Communications Infrastructure
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
How emails are received in Siebel Architecture (no RT)
Siebel
Database
Application
Object
Manager
(SCCObjMgr
_enu for
example)
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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: customer@customer.com
To: webform-processor@yourcompany.com
Subject: Submit
[Severity]
1 - Critical
[Area]
Usage
Structured and Unstructured Email Processing
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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.
From: customer@customer.com
To: customersupport@yourcompany.com
Subject: Need Help
Please help.
- Customer
The company sends a response to customer.
From: customersupport@yourcompany.com
To: customer@customer.com
Subject: RE: Need Help
Attached is the answer to your question.
- Support
[THREAD ID:1234]
Structure and Unstructured Email Processing contd…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
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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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
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eMail Response - Process Message
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eMail Response - Create Activity (workflow sub-process)
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eMail Response - Process Service Request
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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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
Clicking any of the Reply/Reply to All/Forward buttons executes the eMail Response - Response Workflow
workflow process
Communications Screen (Email Response View) and Its Functionality contd…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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.
Communications Screen (Email Response View) and Its Functionality contd…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
Clicking Send invokes the Email Response – Client Send Mail workflow process
Communications Screen (Email Response View) and Its Functionality contd…
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.
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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.
Communication Inbound Receiver Threads contd…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
Communication Inbound Receiver Threads contd…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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…
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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)
Copyright © 2012, Oracle and/or its affiliates. All rights reserved
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