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3
In the Pick Recipient dialog box, specify the recipient or specify no recipient yet.
The available recipients to choose from depend on the application context. For example, if Send
Email is invoked from a Service Requests list, then the choices are Service Request Contact and
Service Request Owner.
The Send Email window appears.
4
For the From field, specify the profile to represent who is sending the message.
The listed profiles are the profiles created for communications drivers that support email, such
as Internet SMTP/IMAP Server or Internet SMTP/POP3 Server. In some cases, a profile might be
automatically inserted into this field. You can specify a default profile in the Outbound
Communications view of the User Preferences screen.
5
For the To, Cc, or Bcc fields, perform one or more of the following steps:
■
Verify any recipients that were automatically inserted in previous steps.
■
Type any additional recipient email addresses. The email addresses you enter are not
automatically validated. You must verify that the email addresses you enter are valid.
■
Use the address book to enter additional recipients. Click To, Cc, or Bcc and explicitly specify
individual persons from the address book dialog box. For each intended recipient, select the
To, CC, or BCC check box. After specifying all recipients, click OK. Verify that the addresses
appear correctly.
6
Optionally, for the Body drop-down list, choose the name of a communications template (with a
Body type) to insert into the message body.
You can configure a template to insert automatically, according to where you invoked the Send
Email command. For more information, see “Configuring Default Templates for Send Email
Command” on page 87.
Field substitution applies to template text when you insert the text into a message. Substitution
functions correctly if the fields must in the current list or form (containing focus) in the Siebel
application. Field substitution applies to only a single selected record.
You can insert more than one template. Any template you choose is appended to the existing
text.
The listed templates are subject to filtering that is based on several factors, including channel,
language, locale, and whether the template is HTML or plain text. For more information, see
“Visibility and Access for Templates” on page 98.
7
Click Change Language or Locale to change the language or locale, as necessary.
Setting the language and locale changes the list of available templates to those associated with
the language and locale you specify.
8
Optionally, verify or enter text for the subject line.
Text might be automatically inserted into the subject line when you select a template.
9
Optionally, enter and format free-form text to modify or add to the template text.
For information about the available text-editing controls, see “Editing and Formatting Controls for
Send Email and Send Fax Commands” on page 271.
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10
Optionally, if you edit in plain text mode, then you can click Remove HTML Tags on the upper
right to remove any HTML tagging in your message text.
11
Optionally, click the icons on the lower right to specify the operating system files (paper clip icon)
or literature items (document icon) as attachments to the email message.
The attachments icon lets you specify files from the operating system as attachments and
displays a list of all files and literature items you previously specified for the email message.
The literature icon displays a list of literature items you can specify as attachments.
The Attachments field displays the most recently specified attachment if you specify more than
one attachment. All email attachments are saved as attachments to the activity record that is
updated when the message is sent.
12
Optionally, check the spelling for your message.
13
Click Send, or click Cancel if you decide not to send the email message.
NOTE: If you cancel the email, then the corresponding Siebel activity record (created to track
the send operation) is deleted.
Sending Email Messages Using Lotus Notes or Microsoft
Outlook
This topic describes using the Send Email command when your default email client is set to Lotus
Notes or Microsoft Outlook. You can send email to any recipient. Optionally, you can include Siebel
application content in the email. Email addresses are retrieved from the Siebel database for email to
employees or contacts.
For additional information about using Lotus Notes or Microsoft Outlook, see your documentation for
these third-party products. For more information about setting user preferences for using third-party
email clients, see “Preference Settings for Outbound Communications” on page256.
Whether the Recipient field appears in the Recipient or Template dialog box after Step2 in the
following procedure depends on the kind of data that currently has the focus when you choose the
Send Email command. Note the following points:
■
If the current record is a person, such as a contact or employee, then the Recipient field does
not appear.
■
If the current record is an element, such as a service request or account, then the Recipient field
appears if generic recipients are configured. Choose generic recipients, such as the contacts
associated with the current service request.
NOTE: Users must generally select a single record before invoking Send Email when using
templates for which field substitution is performed. If they select multiple records, then selected
generic recipients are drawn from all the selected records. However, field substitution applies
only to the first selected record, and a single email message is sent to all recipients.
■
If the current record is a Siebel attachment or literature item, then the Recipient field appears if
generic recipient are configured. The item is added as an attachment to the pending email
message. (Siebel attachments with a URL type are not added as email attachments.)
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To send email messages using Lotus Notes or Microsoft Outlook
1
Optionally, select one or more records of contacts, employees, or other persons for whom email
addresses are defined in the Siebel database.
Alternatively, select one or more records of attachments or literature items to send as
attachments to the email message.
2
Perform one of the following steps:
■
From the application-level menu, choose File, then Send Email.
■
Press F9.
■
Click to the right of Initiate Work Item on the communications toolbar, then click Send Email,
or click Initiate Work Item when Send Email is the displayed ToolTip text. For more
information about initiating work items, see Siebel CTI Administration Guide.
3
In the Recipient or Template dialog box, perform the following steps:
a
From the Recipient field, specify the recipient or specify no recipient yet.
If you select recipients before invoking the command, then the Recipient field does not
appear.
The available recipients to choose from depend on the application context. For example, if
Send Email is invoked from a Service Requests list, then the choices are Service Request
Contact and Service Request Owner.
b
From the Message Template field, choose the name of a communications template (with a Body
type) to insert into the message body.
Field substitution applies to template text when you insert the text into a message.
Substitution functions correctly if the fields exist in the current list or form (containing focus)
in the Siebel application. Field substitution applies to only a single selected record.
The listed templates are subject to filtering that is based on several factors, including
channel, language, locale, and whether the template is HTML or plain text. For more
information, see “Visibility and Access for Templates” on page98.
NOTE: If the current record type (business component) has a default template associated
with it, then you do not need to specify a template. If you specify a template, then its text
is appended to the default template text in the email message. Consult your administrator,
or verify the software behavior to see whether a default template is configured.
c
From the Attachments field, specify literature items from the Siebel database to add as
attachments.
The literature icon (paper clip icon) displays a list of Siebel literature items you can specify
as attachments.
The Attachments field displays the most recently specified attachment if you specify more
than one attachment. You can add file attachments later from the Lotus Notes or Microsoft
Outlook window. All email attachments are saved as attachments to the activity record that
is created when the message is sent.
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d
Click Change Language or Locale to change the language or locale, as necessary.
Setting the language and locale changes the list of available templates to those associated
with the language and locale you specify.
e
In the Recipient or Template dialog box, click OK to continue to the email message window for
Lotus Notes or Microsoft Outlook.
4
In the Lotus Notes or Microsoft Outlook email message window, complete the following steps:
a
For the To, Cc, or Bcc fields, perform one or more of the following steps:
❏
Verify any recipients that were automatically inserted in previous steps.
❏
Specify any additional recipient email addresses from the email directories available
through your email client program.
b
Optionally, verify or enter text for the subject line.
Text might be automatically inserted into the subject line when you select a template.
c
Optionally, enter and format free-form text to modify or add to the template text.
d
Optionally, specify operating system files as attachments to the email message.
Siebel literature items you previously specified are also saved as attachments for the email
message.
All email attachments are saved as attachments to the activity record that is updated when
the message is sent.
e
Optionally, check the spelling for your message, according to the support of your email client
program.
f
Send the message, or cancel the message if you decide not to send the email message.
NOTE: If you cancel the email, then the corresponding Siebel activity record (created to
track the send operation) is deleted.
Sending Email Messages Using an External Email Client
in Siebel Open UI
This topic describes using the Send Email command when you are running Siebel Email Response in
Siebel Open UI mode and want to send an email using the default email client as defined by your
operating system. For more information about selecting an external email client, see “Specifying
Preferences for Outbound Communications” on page 256. For more information about setting user
preferences for using third-party email clients, see “Preference Settings for Outbound
Communications” on page 256.
The invocation of the default email client is done through the use of a mailto URL. Mailto URLs have
the following characteristics:
■
They do not provide a mechanism to pass HTML to the email client. Only plain text email
templates work with the defined External Email Client.
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■
They do not allow for attachments to be passed to the email client. If attachments are required,
then the user must manually attach them after the email client opens.
To send email messages using an External Email Client
1
Select a record or set of records in the Siebel application.
NOTE: Users must generally select a single record before invoking Send Email when using
templates for which field substitution is performed. If they select multiple records, then selected
generic recipients are drawn from all the selected records. However, field substitution applies
only to the first selected record, and a single email message is sent to all recipients.
2
Perform one of the following steps:
■
From the application-level menu, choose File, then Send Email.
■
Press F9.
■
Click to the right of Initiate Work Item on the communications toolbar, then click Send Email,
or click Initiate Work Item when Send Email is the displayed ToolTip text.
For more information about initiating work items, see Siebel CTI Administration Guide.
3
In the Recipient or Template dialog box, perform the following steps:
a
If the Recipient field is shown, then specify the recipient or specify no recipient yet.
NOTE: Whether the Recipient field appears depends on the kind of data that currently has
the focus when you choose the Send Email command.
If the current record is a person, such as a contact or employee, then the Recipient field does
not appear.
If the current record is some other entity, such as a service request or opportunity, then the
Recipient field appears if recipients are configured for that object. The type of recipients
varies by object, such as the contacts associated with the current service request or the
employees associated with an opportunity.
b
If necessary, click Change Language or Locale to change the language or locale, as necessary.
Setting the language and locale changes the list of available templates to those associated
with the language and locale you specify.
c
From the Message Template field, choose the name of a communications template to insert into
the message body.
The listed templates are subject to filtering that is based on several factors, including
channel, language, locale, and whether the template is HTML or plain text. For more
information, see “Visibility and Access for Templates” on page98.
NOTE: If the current record type (business component) has a default template associated
with it, then you do not need to specify a template. If you specify a template, then its text
is appended to the default template text in the email message. Consult your administrator,
or verify the software behavior to see whether a default template is configured.
d
In the Recipient or Template dialog box, click OK to continue to the email message window for
the external email client.
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4
In the external email client, complete the following steps:
a
For the To, Cc, or Bcc fields, perform one or more of the following steps:
❏
Verify any recipients that were automatically inserted in previous steps.
❏
Specify any additional recipient email addresses from the email directories available
through your email client program.
b
Optionally, verify or enter text for the subject line. Text might be automatically inserted into the
subject line when you select a template.
c
Optionally, enter and format free-form text to modify or add to the template text.
d
Optionally, specify operating system files as attachments to the email message.
e
Optionally, check the spelling for your message, according to the support of your email client
program.
f
Send the message, or cancel the message if you decide not to send the email message.
NOTE: After the mailto URL is invoked and the external mail client opens, there is no
feedback to the Siebel application as to whether the email was modified, sent, or cancelled.
Siebel Email Response does not update the Siebel activity record in the Siebel database with
user changes.
Sending Faxes
You can send a fax to any recipient. Optionally, you can include Siebel application content in the fax.
Fax addresses are retrieved from the Siebel database for faxes to employees or contacts.
Whether the Pick Recipient dialog box appears after Step2 in the following procedure depends on
the kind of data that currently has the focus when you choose the Send Fax command. Note the
following points:
■
If the current record is a person, such as a contact or employee, then the Pick Recipient dialog
box does not appear. The Send Fax window appears.
NOTE: The fax activity record is associated with a recipient derived from the current record (such
as a contact or employee) if a user does not change the fax addressing information in the To, Cc,
or Bcc line. In addition, the fax addressing field must be configured in Siebel Tools for your
deployment.
■
If the current record is an element, such as a service request or account, then the Pick Recipient
dialog box appears if generic recipients are configured. Choose generic recipients, such as the
contacts associated with the current service request.
■
If the current record is a Siebel attachment or literature item, then the Pick Recipient dialog box
does not appear. The Send Fax window appears, and the item is added as an attachment to the
pending fax message. (Siebel attachments with a URL type are not added as email attachments.)
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To send a fax
1
Optionally, select one or more records of contacts, employees, or other persons for whom fax
numbers are defined in the Siebel database.
Alternatively, select one or more records of attachments or literature items to send as
attachments to the fax message.
2
Perform one of the following steps:
■
From the application-level menu, choose File, then Send Fax.
■
Press Ctrl+F9.
■
Click to the right of Initiate Work Item on the communications toolbar, then click Send Fax,
or click Initiate Work Item when Send Fax is the displayed ToolTip text. For more information
about initiating work items, see Siebel CTI Administration Guide.
If you do not specify recipients in Step1, then the Pick Recipient dialog box appears. If you
specify recipients before invoking the command, then the Send Fax window appears. If the Send
Fax window appears, then go to Step4.
3
In the Pick Recipient dialog box, specify the recipient or specify no recipient yet.
The available recipients to choose from depend on the application context. For example, if Send
Fax is invoked from a Service Requests list, then the choices are Service Request Contact and
Service Request Owner.
The Send Fax window appears.
4
For the From field, specify the profile to represent who is sending the message.
The listed profiles are the profiles created for communications drivers that support email or fax,
such as Internet SMTP/IMAP Server or Internet SMTP/POP3 Server. In some cases, a profile
might be automatically inserted into this field. You can specify a default profile in the Outbound
Communications view of the User Preferences screen.
5
For the To, Cc, or Bcc fields, perform one or more of the following steps:
■
Verify any recipients that were automatically inserted in previous steps.
■
Type any additional recipient fax addresses, using the appropriate format for your fax
integration.
■
Use the address book to enter additional recipients. Click To, Cc, or Bcc and explicitly specify
individual persons from the address book dialog box. For each intended recipient, select the
To, CC, or BCC check box. After specifying all recipients, click OK. Verify that the addresses
appear correctly.
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