Siebel Email Configuration Guidelines

Siebel Email Configuration Guide

Technical Architecture

© 2004 Nike Internal Documentation 4/22/2023 Page 1 of 28

http://logo.nike.com/logo/logo.jsp?WT_ACTION=802&level1=3&level2=0&level3=&level1desc=Brand&level2desc=Swoosh&level3desc=none&DspStaticAssetID=16&DspStaticBaseName=SwooshBlack&DspStaticCreateTime=2001-10-10+15%3A31%3A39.0&DspStaticModifyTime=2001-10-10+15%3A31%3A39.0&DspStaticMimeType=EPS+

Nike, One Bowerman Drive, Beaverton, OR 97005Copyright © 2004 NikeAll rights reserved.

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 Nike.

Siebel, the Siebel logo, 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.

Proprietary InformationNike considers information included in this documentation to be Confidential Information. Your access to and use of this Confidential Information are subject to the terms and conditions of: (1) the proprietary and restricted rights notices included in the Nike Confidential Information Policy documentation.



Table of Contents

Siebel Email Configuration Guide.......................................................................................1General Notes..............................................................................................................4Pre-Installation Requirements.....................................................................................5

Siebel Email Configuration.................................................................................................6Configuring the Outlook Template..................................................................................6

Configuring the Outlook Template..............................................................................7Siebel Email Configuration...............................................................................................12

Publishing the Outlook Template..................................................................................12Publishing the Outlook Template..............................................................................13

Siebel Email Configuration...............................................................................................15Configuring the Siebel Email Parameters......................................................................15

Configuring the Siebel Email Parameters..................................................................16Siebel Email Configuration...............................................................................................19

Configuring the Email Response...................................................................................19Configuring the Siebel Email Response....................................................................20Synchronizing Batch Components............................................................................20Setting up the Internet SMTP/POP3 Server Communications Driver.......................21Setting up a Communications Profile........................................................................22Defining an Email Response Group..........................................................................22Activating eMail Response Workflow Processes......................................................24Requisite Server Processes........................................................................................25Post Configuration Tasks...........................................................................................26To complete configuration for Microsoft Outlook email client................................26References and Troubleshooting:..............................................................................27

Index..............................................................................................................................28



General Notes

The installation is meant to offer a general set up guidelines that will assist with a standard Siebel installation. There may be a time when a specialized install is necessary but for the focus of this document, it will be a vanilla installation.

The diagram below offers a flowchart of the steps to follow:



Pre-Installation Requirements

The components should be synchronized before performing the configuration of the Email Objects. Also, a valid email account should have been created on the MS Exchange Server to allow the Siebel Communications object to utilize a POP or SMTP service account.



Siebel Email Configuration

Configuring the Outlook Template



Configuring the Outlook Template

Bring up Outlook 2000 and go to “Tools > Options > Mail Format”

* NoteMake sure “Use Microsoft Word to edit e-mail messages” is unchecked and click the OK button.

Go to “Tools > Forms > Design a Form…”

In the Design Form window, verify that the field “Look In” is set to “Standard Forms Library”. If the value is not set, select “Standard Forms Library” from the drop down field.

In the forms list, choose “Message”, and click “Open”.

* Note



Choose “Format > Rich Text”.Choose “Format > Encoding > Unicode (UTF-8)”.

* NoteIf the Unicode (UTF-8) value is not seen in the menu item, execute the following steps:

Close the Form Design Window. From Outlook, open a new window to compose an email. Select Format > Encoding > More > Unicode (UTF-8) and click. Send an email to yourself. From Outlook, go back to Tools > Forms > Design a Form and choose Format > Encoding > Unicode (UTF-8).

Note: the Unicode (UTF-9) occasionally does not show up automatically. In that case, navigate to Tools > Options > Mail Format Tab on Outlook and under International Options, uncheck Auto Select for Outgoing messages. Then retry Step 8

Choose “Form > View Code…”

Enter the following Visual Basic script into the code window.

* NoteCopy and paste the code, not the file.



Go back to the form design window and click the page tab named “(All Fields)”.

* Note

Select the “New…” button.

Enter “ActivityID” and click “OK”. Set the value to “JUNK”.

* Note



Repeat the above step to create the following user-defined fields and enter JUNK as their values..

* Note

Note that these fields show up in “User-defined fields in Inbox”.

In the “Select from:” dropdown list, choose “User-defined fields in this item”.

Next, remove the value “JUNK” for all the user-defined fields entered in the previous steps.

* Note



Click the page tab “(Properties)”.

Enter a version number in “Version:”

Make sure “Send form definition with item” is unchecked.

To prevent the form from being changed by someone else, check “Protect form design:” and click “Set Password…”

* Note

Go to “File > Save As…” to save it as an Outlook Template and named it “Siebel7Oulook.oft.

After completing this, select File > Close to exit. A dialog box will prompt users to save the changes. Select No.

* Note




Publishing the Outlook Template



Publishing the Outlook Template

Double click on Siebel7Outlook.oft that was just saved. If the following popup is seen, click "Enable Macros".

* Note

A new Outlook window pops up.

Go to Tools > Forms > Publish Form As ...

* NoteMicrosoft Exchange Server system administrators can publish the form in "Organizational Forms Library", otherwise, choose "Personal Forms Library".



Set the "Display name" to SIEBEL (case insensitive). Note that "Message class" is "IPM.Note.Siebel". This is the form name specified in Server setup. Click Publish.

* NoteTo publish forms in multiple languages, name the form SIEBEL_ENU, SIEBEL_FRA, etc. In this case, modify the LOV type "COMM_OUTLOOK_FORM" so the user can pick one as their user preference.

If the following popup is seen, select "NO" (the form definition is not to be sent with each email sent)

* Note

If the following popup is seen, select "YES" (to override an existing form)

* Note

Close the Outlook window. If the following popup is seen, select "NO" (This email draft need not be saved).

* Note




Configuring the Siebel Email Parameters



Configuring the Siebel Email Parameters

In the Communications Management Screen >> Go to the Communication Drivers and Profiles Menu. Enter the corresponding parameters for the Default SMTP Profile

* NoteBe sure to have the mail account setup on the exchange server. You can create a new profile and are not bound to using the Default one.

For the profile used above, enter the corresponding parameters for the method of connecting to the mail server.

* NoteIf you will be using a mailbox, then enter the parameters for the POP Account. Only one type of connection is required, either POP or SMTP.



If using SMTP, then enter the SMTP parameters in the Enterprise Configuration >> Enterprise Parameters Screen.

* Note

In the Server Administration >> Components >> Component Parameters, find the object Communication Outbound Manager and enter the Profile name you used in the preceding setup. This will allow emails to be sent from the Server by Workflows and other system emails.

* Note



In the Server Administration >> Components >> Component Parameters, enter the Email Temporary Attachment Location value.

* Note

In the Server Administration >> Components >> Component Parameters, enter the Siebel Outlook Form value.

* NoteThis should be the class name of the form that was published in the preceding steps, IPM.Note.siebel




Configuring the Email Response



Configuring the Siebel Email ResponseSynchronizing Batch Components

Be sure to synchronize all components before continuing.

* NoteNavigate to Server Administration >> Enterprise Configuration >> Bath Component Admin to synchronize components. After synchronizing components it is recommended to restart the Siebel Services.

The minimum parameters required are the From Address and the SMTP Server.

* NoteNavigate to Communications Administration >> Communications Drivers and Profiles >> Driver Parameters to set the From Address value.



Setting up the Internet SMTP/POP3 Server Communications Driver


* NoteNavigate to Communications Administration >> Communications Drivers and Profiles >> Driver Parameters to set the SMTP Server value.


* NoteNavigate to Communications Administration >> Communications Drivers and Profiles >> Driver Parameters to set the From Address value.



Setting up a Communications Profile

View > Site Map > Communications Administration > Communications Drivers and Profiles Select the Internet SMTP/POP3 Server Driver Click the Profiles tab. Click the New button

* NoteGive the profile a Name e.g Test. In the Profile Parameter Overrides applet Add at least values for the following overrides From AddressPOP3 Account NamePOP3 Account Password

Defining an Email Response Group

You will need to configure an eMail Response Group View > Site Map >

Communications Administration > All Response Groups

Click New button Give the Response Group

a Name e.g. TestERGroup

The Service Name should be Workflow Process Manager

The Method Name should be RunProcess

* Note



Click the Profiles tab Click the New button Add the Communications Profile defined above

* Note

Click the Input Arguments tab Click the Generate Defaults button

* Note



Activating eMail Response Workflow Processes

View > Site Map > Siebel Workflow Administration > Workflow Processes Select Queries: eMail Response* - Inactive For each Workflow Process selecting each in turn click the Revise button followed by the Activate button

* Note

Select Queries: eMail Response - Active Check that all the requisite Workflow Processes have been activated

* NotAs you begin the process of activating the workflow processes, you will notice a second process that is created when you change the initial state f the process from inactive to In Progress.



Requisite Server Processes

Check to see that the following Server Tasks are running Server Manager Server Request Processor Server Request Broker

* Note



Post Configuration Tasks

To complete configuration for Microsoft Outlook email client1. Set the following parameters to TRUE in the configuration file on the client or

Siebel Server, such as uagent.cfg for Siebel Call Center.

These parameters, for the Siebel Web Engine, are located in the [SWE] section of the configuration file. By default, these parameters are FALSE. EnableWebClientAutomation. Allows the Siebel Web automation object to

be downloaded. EnableEmailClientAutomation. Allows the Siebel email automation object,

named MailClient, to be downloaded.

Note: The MailClient object is downloaded from the ActiveX file SiebExtMailClient.cab. This .cab file is located in the public\language_code\build_num\applets directory for the Siebel Server or Siebel Dedicated Client installation, where language_code is the current language and build_num is the installed software’s build number.

2. As appropriate, specify a global default designating Microsoft Outlook as the email client your users will use for the Send Email command. Specify one of the following: Default Email Client. For Siebel Web Client deployments, specify this

parameter for the Application Object Manager. DefaultMailClient. For Siebel Mobile Web Client or Dedicated Web Client

deployments, specify this parameter in the [EMail] section of the local configuration file, such as uagent.cfg for Siebel Call Center.

3. Specify a global default designating IPM.Note.Siebel as the name of the email form you will use with Microsoft Outlook. Specify one of the following: Siebel/Outlook Form. For Siebel Web Client deployments, specify this

parameter for the Application Object Manager. OutlookForm. For Siebel Mobile Web Client or Dedicated Web Client

deployments, specify this parameter in the [EMail] section of the local configuration file, such as uagent.cfg for Siebel Call Center.



4. Specify a global default specifying where email attachments will be temporarily stored. Specify one of the following: Email Temporary Attachment Location. For Siebel Web Client

deployments, specify this as a component parameter for the Application Object Manager.

SiebelExtMailClientAttDir. For Siebel Mobile Web Client or Dedicated Web Client deployments, specify this parameter in the [EMail] section of the local configuration file, such as uagent.cfg for Siebel Call Center.

5. As appropriate for your deployment, end users may specify Siebel user preference settings for their email client. Users may set user preferences, for example, if you are supporting more than one email client option for Send Email.

Note: Setting user preferences overrides the corresponding global defaults specified using the Default Email Client or Siebel/Outlook Form parameters, described in Table 81 on page 557. The global defaults are used if no user preference has been set.

Applicable user preferences in the Send Email section of the Outbound Communications view of the User Preferences screen include:

Email Client. Set this to Microsoft Outlook. Siebel/Outlook Form. Set this to IPM.Note.Siebel.

Note: For more detailed information on the parameters please see the Siebel Bookshelf >> Communication Server Administration Guide>> Using Email, Fax and Other Systems >> Configuring Client-Side Integration for send Email >> Email Client Parameters on Page 557.

References and Troubleshooting:Search Siebel Supportweb for these SR numbers for any troubleshooting tips:

38-899117651 38-884916266 38-103368868938-905257851 38-106593386138-903692451 38-1076720411



Index

Activating eMail Response Workflow Processes......................................................................24

Configuring the Email Response......................19Configuring the Outlook Template.................6, 7Configuring the Siebel Email Parameters...15, 16Configuring the Siebel Email Response...........20Copyright............................................................2Defining an Email Response Group.................22General Notes......................................................4Post Configuration Tasks..................................26Pre-Installation Requirements.............................5

Publishing the Outlook Template...............12, 13References and Troubleshooting.......................27Requisite Server Processes...............................25Setting up a Communications Profile...............22Setting up the Internet SMTP/POP3 Server

Communications Driver...............................21Siebel Email Configuration...............6, 12, 15, 19Siebel Post Installation Guide.............................1Synchronizing Batch Components....................20Table of Contents...................................3



Documents

Siebel Email Configuration Guidelines