PeopleSoft CRM 9.2: Multichannel Applications

PeopleSoft CRM 9.2: Multichannel Applications
PeopleSoft CRM 9.2: Multichannel
Applications
June 2013
PeopleSoft CRM 9.2: Multichannel Applications
CDSKU crm92pbr0
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Contents
Preface........................................................................................................................................................xiii
Understanding the PeopleSoft Online Help and PeopleBooks........................................................... xiii
PeopleSoft Hosted Documentation............................................................................................... xiii
Locally Installed Help...................................................................................................................xiii
Downloadable PeopleBook PDF Files......................................................................................... xiii
Common Help Documentation..................................................................................................... xiii
Field and Control Definitions....................................................................................................... xiv
Typographical Conventions...........................................................................................................xiv
ISO Country and Currency Codes................................................................................................. xv
Region and Industry Identifiers......................................................................................................xv
Access to Oracle Support..............................................................................................................xvi
Documentation Accessibility.........................................................................................................xvi
Using and Managing the PeopleSoft Online Help.............................................................................. xvi
PeopleSoft CRM Related Links.......................................................................................................... xvi
Contact Us...........................................................................................................................................xvii
Follow Us............................................................................................................................................xvii
Chapter 1: Getting Started with PeopleSoft CRM Multichannel Applications.................................. 19
PeopleSoft CRM Multichannel Applications Overview...................................................................... 19
PeopleSoft CRM Multichannel Applications Business Processes....................................................... 19
PeopleSoft CRM Multichannel Applications Integrations................................................................... 20
PeopleSoft CRM Multichannel Applications Implementation............................................................. 21
Chapter 2: Navigating in PeopleSoft Multichannel Communications................................................. 23
Navigating in PeopleSoft Multichannel Communications................................................................... 23
Pages Used to Navigate in PeopleSoft CRM Multichannel Communications...............................23
Chapter 3: Understanding Multichannel Applications..........................................................................29
Understanding Multichannel Applications Supported by PeopleSoft CRM........................................ 29
Multichannel Applications..............................................................................................................29
Desktop Tools................................................................................................................................. 30
Universal Queuing and Multichannel Toolbar...............................................................................30
Setting Up Universal Queuing..............................................................................................................31
Pages Used to Set Up the Universal Queuing Infrastructure.........................................................31
Prerequisites.................................................................................................................................... 32
System Installations Page...............................................................................................................32
Group Worklist Page...................................................................................................................... 34
Chapter 4: Understanding ERMS............................................................................................................37
Email Handling..................................................................................................................................... 37
Unstructured and Structured Email...................................................................................................... 37
Unstructured Email.........................................................................................................................37
Structured Email............................................................................................................................. 39
Email Response Interfaces....................................................................................................................40
ERMS Processes................................................................................................................................... 40
High-Level Process Flow............................................................................................................... 41
The Mail Reader Process............................................................................................................... 43
The Mail Route Process................................................................................................................. 45
The Scheduler Process................................................................................................................... 49
The Email Alert Process................................................................................................................ 50
Process Instantiation....................................................................................................................... 52
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Contents
Email Process States and Incompletely Processed Email..............................................................53
Processing Statuses for the Unstructured Email Process...............................................................54
Running and Monitoring Processes......................................................................................................55
Pages Used to Run and Monitor Mail Reader Processes.............................................................. 55
Mailbox Viewer Page..................................................................................................................... 56
Start/Stop ERMS Batch Process Page........................................................................................... 56
Mailreader Process Monitor Page.................................................................................................. 57
Reviewing Detailed Process Information............................................................................................. 59
Pages Used to Review Detailed Process Information....................................................................59
Mail Reader Process Log Page...................................................................................................... 60
Exception Email Details Page........................................................................................................61
Viewing Email Error Logs....................................................................................................................62
Pages Used to View Email Error Logs..........................................................................................62
Mailbox Errors Page...................................................................................................................... 62
Mailbox Control Page.................................................................................................................... 63
Exception UIDs Page..................................................................................................................... 64
Chapter 5: Setting Up ERMS System..................................................................................................... 67
Understanding ERMS Setup.................................................................................................................67
Mail Servers and Mailboxes.......................................................................................................... 67
Email Handling Options.................................................................................................................68
Email Classification........................................................................................................................70
ERMS Application Engine Processes............................................................................................ 71
Mail Reader Error Handling Options.............................................................................................72
Defining Correspondence Management for ERMS..............................................................................73
Defining System Settings for Email Processing.................................................................................. 74
Pages Used to Define System Settings for Email Processing....................................................... 75
Prerequisites.................................................................................................................................... 76
Common Element Used to Define System Settings for Email Processing.................................... 76
System Installations Page...............................................................................................................76
History Templates Page..................................................................................................................80
Greeting Templates Page................................................................................................................81
Closing Templates Page................................................................................................................. 81
No Subject Phrase Page................................................................................................................. 82
Process Notifications Page............................................................................................................. 82
System Activities Page...................................................................................................................83
Identifying Email Workspace Fields for Mapping.........................................................................84
Defining Mail Servers...........................................................................................................................84
Page Used to Define Mail Servers................................................................................................ 85
Prerequisites.................................................................................................................................... 85
Mail Server Definition Page.......................................................................................................... 85
Defining Mail Filters............................................................................................................................ 86
Pages Used to Define Mail Filters.................................................................................................86
Spam List Page...............................................................................................................................87
Creating Application Classes for Custom Mail Filtering.............................................................. 87
Mail Filters Page............................................................................................................................ 89
Defining Mailboxes...............................................................................................................................90
Pages Used to Define Mailboxes...................................................................................................91
Prerequisites.................................................................................................................................... 91
Mailbox Definition Page................................................................................................................ 92
Recommended Actions Page..........................................................................................................99
Mailbox Activity List Page.......................................................................................................... 100
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Contents
Clone Mailbox Page..................................................................................................................... 102
Defining Email Business Units...........................................................................................................102
Page Used to Define Email Business Units.................................................................................102
Understanding Case Creation for Inbound Email........................................................................102
Email Definition Page.................................................................................................................. 103
Defining Priorities and Moods........................................................................................................... 105
Pages Used to Define Priorities and Moods................................................................................ 105
Priority Setup Page.......................................................................................................................105
Mood Setup Page......................................................................................................................... 106
Defining Email Audit History Tracking.............................................................................................107
Page Used to Define Email Audit History Tracking................................................................... 107
Defining Mail Reader Error Handling................................................................................................108
Pages Used to Define Mail Reader Error Handling.................................................................... 108
Define Action Code Page.............................................................................................................108
Define Action Groups Page......................................................................................................... 109
Map Error and Action Group Page..............................................................................................110
Chapter 6: Setting Up Automated Mail Processing.............................................................................113
Understanding Automated Mail Processing....................................................................................... 113
AMP Overview.............................................................................................................................113
Use of AMP in Unstructured and Structured Email....................................................................114
PeopleSoft Search and Email Category....................................................................................... 115
Delivered Behavioral Rules..........................................................................................................115
Setting Up Automated Mail Processing............................................................................................. 117
Pages Used to Set Up Automated Mail Processing.....................................................................118
Defining Webform Templates...................................................................................................... 119
Identifying Email Workspace Fields for Mapping.......................................................................119
Specifying Webform and Email Workspace Field Mapping........................................................119
Register Action Type Page...........................................................................................................119
Category Set Page........................................................................................................................ 121
Define Automated Mail Processor Rule Page............................................................................. 122
Configure Auto-Response Action Page....................................................................................... 123
Configure Auto-Acknowledge Page............................................................................................ 124
Configure Create Case Page........................................................................................................ 125
Configure Auto-Suggest Page...................................................................................................... 125
Configure SPAM Page................................................................................................................. 126
Associate Rules and Worklist Page..............................................................................................127
Select Rule Page...........................................................................................................................129
Configure Actions on Mailbox Page........................................................................................... 130
Chapter 7: Setting Up Structured Email Handling............................................................................. 131
Understanding Structured Email.........................................................................................................131
Webforms and Structured Email.................................................................................................. 131
Webform Templates......................................................................................................................132
Processing for Structured Emails................................................................................................. 133
Defining Application Services............................................................................................................134
Creating the Application Service Message Definition.................................................................134
Creating the Application Class That Handles the Structured Email............................................134
Defining Webform Templates.............................................................................................................139
Pages Used to Define Webform Templates................................................................................. 139
Define Webform Templates Page.................................................................................................140
Identify E-mail Workspace Fields for Mapping Page..................................................................141
Map Email Fields Page................................................................................................................ 142
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Contents
Chapter 8: Setting Up Unstructured Email Handling......................................................................... 145
Understanding Unstructured Email Routing...................................................................................... 145
Routing Methods.......................................................................................................................... 146
Content-Based Routing.................................................................................................................149
Defining Customer-Based Routing Rules.......................................................................................... 151
Page Used to Define Customer-Based Routing Rules.................................................................152
Defining an Application Class with Customer-Based Routing Rules......................................... 152
Mailbox Definition Page.............................................................................................................. 152
Defining Context-Based Routing Rules............................................................................................. 153
Page Used to Define Context-Based Routing Rules....................................................................153
Exception Routing Page............................................................................................................... 153
Defining Content-Based Routing Rules............................................................................................. 154
Pages Used to Define Content-Based Routing Rules.................................................................. 155
Prerequisites.................................................................................................................................. 155
Query/Keyword Details Page.......................................................................................................155
Query Groups Page...................................................................................................................... 156
Query Group/Worklist Associations Page....................................................................................159
Applying Content-Based Routing Rules to a Mailbox.......................................................................160
Pages Used to Apply Content-Based Routing Rules to a Mailbox............................................. 160
Associate Rules and Worklist Page..............................................................................................160
Worklist Routing Efficiency Page................................................................................................162
Content Routing Page...................................................................................................................163
Chapter 9: Setting Up Chat....................................................................................................................167
Understanding Chat.............................................................................................................................167
Chat and PeopleSoft MultiChannel Framework.......................................................................... 167
Application Data in the Chat Workspace.....................................................................................169
Chat Profiles................................................................................................................................. 169
Chat and Interactions....................................................................................................................169
Chat Logs and Reports.................................................................................................................170
Setting Up the Chat Framework.........................................................................................................170
Setting Up Chat Options.....................................................................................................................171
Pages Used to Set Up Chat Options............................................................................................ 172
Chat Profile Setup Page............................................................................................................... 172
Agent Popup Page Definition Page............................................................................................. 174
Chat Enabled Page Setup Page.................................................................................................... 176
Service Page Mapping Page.........................................................................................................177
Chapter 10: Configuring CTI.................................................................................................................179
Understanding CTI..............................................................................................................................179
The PeopleSoft CTI Solution.......................................................................................................179
CTI Configuration........................................................................................................................ 180
The Multichannel Toolbar............................................................................................................ 181
Third Party CTI System Definition............................................................................................. 181
CTI Transactions and Page Mapping...........................................................................................181
Understanding PeopleSoft and Siebel CRM Call Center On Demand Integration............................ 183
Integration Overview.................................................................................................................... 184
CCOD Setup Considerations........................................................................................................185
PeopleSoft Setup Considerations................................................................................................. 185
Supported Transaction Components for Screen Pops..................................................................186
Logic for Determining PeopleSoft Pages for Screen Pops.......................................................... 187
Setting Up CTI System Definitions................................................................................................... 187
Pages Used to Set Up CTI System Definitions........................................................................... 188
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Contents
CTI System Definition Page........................................................................................................ 188
CTI System Function Page.......................................................................................................... 189
CTI System Function Page.......................................................................................................... 190
CTI Function Parameters Page.................................................................................................... 192
Mapping CTI Transactions to Application Pages.............................................................................. 193
Pages Used to Map to Application Pages....................................................................................193
CTI Mapping Page....................................................................................................................... 193
CTI Configuration Page............................................................................................................... 195
CTI Test Page............................................................................................................................... 196
Configuring the Siebel CRM Call Center On Demand Integration................................................... 197
Pages Used to Configure the Siebel CRM Call Center On Demand Integration......................... 197
Configuration Page....................................................................................................................... 197
Exception Mapping Page............................................................................................................. 198
Chapter 11: Setting Up Supervisor Desktop.........................................................................................201
Understanding Supervisor Desktop.................................................................................................... 201
Supervisor Desktop Functionality................................................................................................ 201
Application Dispatcher................................................................................................................. 202
Supervisor Desktop Setup Considerations................................................................................... 203
Programmatic CTI Agent Data Retrieval.................................................................................... 203
Defining System-Level Settings for Supervisor Desktop...................................................................204
Pages Used to Define System-Level Settings for Supervisor Desktop........................................204
General Page.................................................................................................................................205
Images and Text Page.................................................................................................................. 205
Reports Page................................................................................................................................. 207
Setting Up Agent Access to Supervisor Desktop...............................................................................209
Chapter 12: Setting Up Unified Agent Desktop................................................................................... 211
Understanding Unified Agent Desktop.............................................................................................. 211
Multichannel Toolbar....................................................................................................................211
Application Dispatcher................................................................................................................. 212
Channel-Specific Workspaces...................................................................................................... 213
Task Management.........................................................................................................................214
Presence and Status Codes...........................................................................................................215
Configuring Agents for Unified Agent Desktop................................................................................ 216
Pages Used to Configure Agents for Unified Agent Desktop..................................................... 216
Unified Agent Desktop Agent Configuration Page..................................................................... 217
Reason Code Page........................................................................................................................218
Presence Codes Page....................................................................................................................218
Defining Multichannel Toolbar Settings............................................................................................ 220
Pages Used to Define Multichannel Toolbar Settings................................................................. 220
Unified Agent Desktop Action Button Definition Page.............................................................. 221
Category Codes Page................................................................................................................... 222
Status Codes Page........................................................................................................................ 222
Chapter 13: Managing Email................................................................................................................. 225
Understanding Email Management.....................................................................................................225
Agent Tasks.................................................................................................................................. 225
Editable Information on the Email Workspace............................................................................228
Email Sender Identification..........................................................................................................229
Email Assignment and Routing................................................................................................... 233
Mailbox Reset for Email..............................................................................................................236
Email Classification......................................................................................................................236
Assistance......................................................................................................................................237
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Contents
Content Sources............................................................................................................................238
Solution and Document Search....................................................................................................239
Quick Action Buttons...................................................................................................................239
Related Transactions.....................................................................................................................240
Email Replies................................................................................................................................241
Email Status Tracking.................................................................................................................. 242
Reply Deadlines and Notifications.............................................................................................. 244
System Information for Email Messages.....................................................................................245
Accessing Inbound Email................................................................................................................... 245
Pages Used to Access Inbound Email......................................................................................... 246
Accessing Inbound Emails from the Multichannel Toolbar........................................................ 246
My Worklist Page.........................................................................................................................246
Search Inbound Email Page......................................................................................................... 247
Working with Inbound Email............................................................................................................. 248
Pages Used to Work with Inbound Email....................................................................................249
Understanding the Email Workspace Toolbar..............................................................................250
Common Element Used in Working with Inbound Email...........................................................252
Email Page....................................................................................................................................253
Document Viewer Page................................................................................................................ 259
Solution Viewer Page................................................................................................................... 259
Search Solutions/Documents Page............................................................................................... 260
History: Actions Taken Page........................................................................................................261
History: Routing History Page.....................................................................................................263
History: Audit History Page.........................................................................................................264
Message Details Page...................................................................................................................265
Thread Page.................................................................................................................................. 268
Select Worklist Page.....................................................................................................................269
Note Page......................................................................................................................................271
Email Workspace User Preferences Page.................................................................................... 271
Mailbox Reset Page......................................................................................................................275
Replying to Inbound Email................................................................................................................ 276
Pages Used to Reply to Inbound Email.......................................................................................277
Response Page.............................................................................................................................. 277
Sending Emails from CRM Transactions.................................................................................... 280
Email Reply or Start New Thread Page...................................................................................... 281
Outbound Email Page...................................................................................................................282
Reviewing Outbound Email Thread Information........................................................................ 284
Reviewing Outbound Email Notes.............................................................................................. 284
Chapter 14: Working with Chat in PeopleSoft CRM..........................................................................285
Understanding the Chat Workspace....................................................................................................285
Unified Agent Desktop.................................................................................................................285
Agent Chat Window.....................................................................................................................285
Agent Popup Page........................................................................................................................ 286
Chat Session Categorization.........................................................................................................287
Working with the Customer Chat Window........................................................................................ 287
Sending Chat Requests.................................................................................................................287
Using the Customer Chat Window.............................................................................................. 289
Working with the Agent Chat Workspace..........................................................................................289
Page Used to Work with the Agent Chat Workspace.................................................................. 290
Chat Workspace............................................................................................................................ 290
Push Web Page Page....................................................................................................................292
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Contents
Emailing Passwords......................................................................................................................293
Emailing Chat Logs......................................................................................................................294
Transferring Chat Sessions to Other Queues............................................................................... 295
Conferencing with Other Agents................................................................................................. 297
Chatting with Other Agents......................................................................................................... 298
Ending Chat Sessions................................................................................................................... 298
Viewing Chat Logs and Reports.........................................................................................................298
Pages Used to View Chat Logs and Reports............................................................................... 299
Chat Log Page.............................................................................................................................. 299
Chat Details Page......................................................................................................................... 300
Viewing Chat Reports.................................................................................................................. 301
Chapter 15: Working with Supervisor Desktop................................................................................... 303
Monitoring Real-Time Information.................................................................................................... 303
Pages Used to Monitor Real-Time Information...........................................................................303
Realtime Monitoring Page........................................................................................................... 303
Realtime Monitoring - Details for <agent name> Page...............................................................307
Realtime Monitoring - Details for <queue name> Page..............................................................309
Running Performance Reports............................................................................................................310
Page Used to Run Performance Reports......................................................................................310
Performance Reports Page........................................................................................................... 310
Approving Emails............................................................................................................................... 311
Page Used to Approve Emails..................................................................................................... 312
Email Approval Page................................................................................................................... 312
Managing Timeout Entries................................................................................................................. 313
Pages Used to Manage Timeout Entries...................................................................................... 313
Timeout Administration Page.......................................................................................................313
Supervisor Desktop - Timeout Entry Details page...................................................................... 315
Configuring Agents.............................................................................................................................316
Pages Used to Configure Agents................................................................................................. 317
Common Elements Used in Configuring Agents........................................................................ 319
Configure Agent - Voice Configuration Page..............................................................................319
Configure Agent - Multichannel Configuration Page..................................................................323
Configure Agent - Email Configuration Page............................................................................. 329
Configure Agent - Miscellaneous Configuration Page................................................................ 331
Agent Configuration - Copy Agent Settings Page.......................................................................332
Managing Teams and Queues.............................................................................................................333
Pages Used to Manage Teams and Queues................................................................................. 334
Supervisor Desktop - Team Definition Page............................................................................... 334
Supervisor Desktop - Queue List Page........................................................................................335
Personalizing Supervisor Desktop...................................................................................................... 336
Page Used to Personalize Supervisor Desktop............................................................................ 336
Supervisor Desktop - Preferences Page....................................................................................... 337
Chapter 16: Working with Unified Agent Desktop..............................................................................339
Understanding Multichannel Toolbar Functionality........................................................................... 339
Using Multichannel Toolbar............................................................................................................... 340
Connecting to Voice and Multichannel Queues...........................................................................340
Accepting Incoming Tasks........................................................................................................... 340
Reviewing Queue Statistics..........................................................................................................342
Navigating to Different Tasks...................................................................................................... 343
Processing Phone Calls................................................................................................................ 344
Using the Phone Directory...........................................................................................................346
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Contents
Processing Emails.........................................................................................................................347
Processing Chat Requests.............................................................................................................348
Switching Agent Status................................................................................................................ 349
Switching to Another Queue........................................................................................................350
Disconnecting from Voice and Multichannel Queues..................................................................350
Chapter 17: PeopleSoft Multichannel Communications Reports....................................................... 351
PeopleSoft CRM Multichannel Communications Reports: General Description...............................351
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Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Preface
Understanding the PeopleSoft Online Help and PeopleBooks
The PeopleSoft Online Help is a website that enables you to view all help content for PeopleSoft
Applications and PeopleTools. The help provides standard navigation and full-text searching, as well as
context-sensitive online help for PeopleSoft users.
PeopleSoft Hosted Documentation
You access the PeopleSoft Online Help on Oracle’s PeopleSoft Hosted Documentation website, which
enables you to access the full help website and context-sensitive help directly from an Oracle hosted
server. The hosted documentation is updated on a regular schedule, ensuring that you have access to the
most current documentation. This reduces the need to view separate documentation posts for application
maintenance on My Oracle Support, because that documentation is now incorporated into the hosted
website content. The Hosted Documentation website is available in English only.
Locally Installed Help
If your organization has firewall restrictions that prevent you from using the Hosted Documentation
website, you can install the PeopleSoft Online Help locally. If you install the help locally, you have more
control over which documents users can access and you can include links to your organization’s custom
documentation on help pages.
In addition, if you locally install the PeopleSoft Online Help, you can use any search engine for fulltext searching. Your installation documentation includes instructions about how to set up Oracle Secure
Enterprise Search for full-text searching.
See PeopleTools 8.53 Installation for your database platform, “Installing PeopleSoft Online Help.” If you
do not use Secure Enterprise Search, see the documentation for your chosen search engine.
Note: Before users can access the search engine on a locally installed help website, you must enable the
Search portlet and link. Click the Help link on any page in the PeopleSoft Online Help for instructions.
Downloadable PeopleBook PDF Files
You can access downloadable PDF versions of the help content in the traditional PeopleBook format.
The content in the PeopleBook PDFs is the same as the content in the PeopleSoft Online Help, but it has
a different structure and it does not include the interactive navigation features that are available in the
online help.
Common Help Documentation
Common help documentation contains information that applies to multiple applications. The two main
types of common help are:
•
Application Fundamentals
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Preface
•
Using PeopleSoft Applications
Most product lines provide a set of application fundamentals help topics that discuss essential information
about the setup and design of your system. This information applies to many or all applications in the
PeopleSoft product line. Whether you are implementing a single application, some combination of
applications within the product line, or the entire product line, you should be familiar with the contents
of the appropriate application fundamentals help. They provide the starting points for fundamental
implementation tasks.
In addition, the PeopleTools: PeopleSoft Applications User's Guide introduces you to the various
elements of the PeopleSoft Pure Internet Architecture. It also explains how to use the navigational
hierarchy, components, and pages to perform basic functions as you navigate through the system. While
your application or implementation may differ, the topics in this user’s guide provide general information
about using PeopleSoft Applications.
Field and Control Definitions
PeopleSoft documentation includes definitions for most fields and controls that appear on application
pages. These definitions describe how to use a field or control, where populated values come from, the
effects of selecting certain values, and so on. If a field or control is not defined, then it either requires
no additional explanation or is documented in a common elements section earlier in the documentation.
For example, the Date field rarely requires additional explanation and may not be defined in the
documentation for some pages.
Typographical Conventions
The following table describes the typographical conventions that are used in the online help.
Typographical Convention
Description
Bold
Highlights PeopleCode function names, business function
names, event names, system function names, method names,
language constructs, and PeopleCode reserved words that must
be included literally in the function call.
Italics
Highlights field values, emphasis, and PeopleSoft or other
book-length publication titles. In PeopleCode syntax, italic
items are placeholders for arguments that your program must
supply.
Italics also highlight references to words or letters, as in the
following example: Enter the letter O.
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Key+Key
Indicates a key combination action. For example, a plus sign (
+) between keys means that you must hold down the first key
while you press the second key. For Alt+W, hold down the Alt
key while you press the W key.
Monospace font
Highlights a PeopleCode program or other code example.
. . . (ellipses)
Indicate that the preceding item or series can be repeated any
number of times in PeopleCode syntax.
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Preface
Typographical Convention
Description
{ } (curly braces)
Indicate a choice between two options in PeopleCode syntax.
Options are separated by a pipe ( | ).
[ ] (square brackets)
Indicate optional items in PeopleCode syntax.
& (ampersand)
When placed before a parameter in PeopleCode syntax,
an ampersand indicates that the parameter is an already
instantiated object.
Ampersands also precede all PeopleCode variables.
⇒
This continuation character has been inserted at the end of a
line of code that has been wrapped at the page margin. The
code should be viewed or entered as a single, continuous line
of code without the continuation character.
ISO Country and Currency Codes
PeopleSoft Online Help topics use International Organization for Standardization (ISO) country and
currency codes to identify country-specific information and monetary amounts.
ISO country codes may appear as country identifiers, and ISO currency codes may appear as currency
identifiers in your PeopleSoft documentation. Reference to an ISO country code in your documentation
does not imply that your application includes every ISO country code. The following example is a
country-specific heading: "(FRA) Hiring an Employee."
The PeopleSoft Currency Code table (CURRENCY_CD_TBL) contains sample currency code data. The
Currency Code table is based on ISO Standard 4217, "Codes for the representation of currencies," and
also relies on ISO country codes in the Country table (COUNTRY_TBL). The navigation to the pages
where you maintain currency code and country information depends on which PeopleSoft applications
you are using. To access the pages for maintaining the Currency Code and Country tables, consult the
online help for your applications for more information.
Region and Industry Identifiers
Information that applies only to a specific region or industry is preceded by a standard identifier in
parentheses. This identifier typically appears at the beginning of a section heading, but it may also appear
at the beginning of a note or other text.
Example of a region-specific heading: "(Latin America) Setting Up Depreciation"
Region Identifiers
Regions are identified by the region name. The following region identifiers may appear in the PeopleSoft
Online Help:
•
Asia Pacific
•
Europe
•
Latin America
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Preface
•
North America
Industry Identifiers
Industries are identified by the industry name or by an abbreviation for that industry. The following
industry identifiers may appear in the PeopleSoft Online Help:
•
USF (U.S. Federal)
•
E&G (Education and Government)
Access to Oracle Support
Oracle customers have access to electronic support through My Oracle Support. For information, visit
http://www.oracle.com/pls/topic/lookup?ctx=acc&id=info or visit http://www.oracle.com/pls/topic/
lookup?ctx=acc&id=trs if you are hearing impaired.
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program
website at http://www.oracle.com/pls/topic/lookup?ctx=acc&id=docacc.
Using and Managing the PeopleSoft Online Help
Click the Help link in the universal navigation header of any page in the PeopleSoft Online Help to see
information on the following topics:
•
What’s new in the PeopleSoft Online Help.
•
PeopleSoft Online Help acessibility.
•
Accessing, navigating, and searching the PeopleSoft Online Help.
•
Managing a locally installed PeopleSoft Online Help website.
PeopleSoft CRM Related Links
PeopleSoft Information Portal on Oracle.com
My Oracle Support
PeopleSoft Training from Oracle University
PeopleSoft Video Feature Overviews on YouTube
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Preface
Contact Us
Send us your suggestions Please include release numbers for the PeopleTools and applications that you
are using.
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xvii
Chapter 1
Getting Started with PeopleSoft CRM
Multichannel Applications
PeopleSoft CRM Multichannel Applications Overview
This book discusses how the PeopleSoft system manages communication through various channels. Two
PeopleSoft CRM applications, in conjunction with the PeopleTools MultiChannel Framework, provide
support for three channels: telephone, email, and chat.
The two applications are:
•
PeopleSoft CTI Integration.
This application supports integration with computer telephony integration (CTI) systems.
•
PeopleSoft Multichannel Communications.
This application includes an email response management system (ERMS) and chat functionality.
Note: PeopleSoft CRM Multichannel applications work in conjunction with other PeopleSoft
applications, and you must license at least one core application to use them. For example, using
PeopleSoft CTI Integration and PeopleSoft Multichannel Communications in conjunction with PeopleSoft
Support enables support agents to leverage CTI, email, and chat technologies.
PeopleSoft CRM Multichannel Applications Business Processes
This topic summarizes the business processes associated with PeopleSoft CRM Multichannel
applications. We discuss these business processes in the business process topics in this documentation.
CTI Integration
CTI integration enables the system to open application pages based on information that a caller enters into
an interactive voice response (IVR) system.
ERMS
The ERMS enables the system to analyze, route, and in some cases automatically respond to email that
customers send. The system also manages response time deadlines and sends warning notifications and
final notifications as necessary.
For email that requires agent attention, the ERMS enables users to:
•
Accept ownership of email that they access from either a group worklist or through the Unified Agent
Desktop.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
19
Getting Started with PeopleSoft CRM Multichannel Applications
Chapter 1
•
Review the email to become familiar with the content and the history of the message, and modify
thread information or sender information as necessary.
•
Relate the email to other CRM transactions, such as cases and leads.
•
Reply to the sender from the context of either the inbound email or a related transaction.
•
Close the email.
Chat
Chat functionality enables agents to communicate with customers through two-way text chat.
Customers request a live chat from the self-service Contact Us page and the system routes the request to
an available agent. When the agent accepts the chat (using the Unified Agent Desktop), the agent's chat
window automatically displays the 360-degree view of the customer.
Agents can access all chat features on the Unified Agent Desktop, such as managing multiple chat
windows, chatting with other agents, bringing other agents into a customer chat, and transferring the
customer chat to another agent. Additionally, the agent can push PeopleSoft CRM pages (for example, the
self-service Solution page) to the customer's workstation.
PeopleSoft CRM Multichannel Applications Integrations
The multichannel applications integrate with other PeopleSoft CRM applications and with external
systems. We discuss integration considerations in the implementation topics in this documentation.
Integration with External Systems
PeopleSoft CTI Integration and PeopleSoft Multichannel Communications are both built on top of the
PeopleTools MultiChannel Framework. This framework manages integrations with the following external
systems:
•
CTI middleware.
The PeopleTools MultiChannel Framework integrates with Oracle-validated third-party CTI
middleware.
For a list of partners that offer CTI middleware integrations, refer to the link in the See section.
•
ERMS mail servers and mailboxes.
The PeopleTools MultiChannel Framework integrates with POP3 and IMAP4-compliant mail servers.
See Oracle Validated Application Integrations - Find a Partner Solution.
Integration with Other CRM Applications
The PeopleSoft CRM Multichannel applications are part of the PeopleSoft CRM suite. Because the
multichannel applications reside in the same database as the other PeopleSoft CRM applications, process
flows can move smoothly from application to application without the need for any integration-specific
configuration.
20
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Chapter 1
Getting Started with PeopleSoft CRM Multichannel Applications
For example, if you license both PeopleSoft Multichannel Communications and PeopleSoft Support, you
can relate cases to inbound email without any special configuration.
The use of component interfaces for this type of cross-component flow ensures that all appropriate data
validation and automated processes are triggered.
See also PeopleTools: PeopleSoft MultiChannel Framework.
PeopleSoft CRM Multichannel Applications Implementation
PeopleSoft Setup Manager enables you to review a list of setup tasks for your organization for the
products that you are implementing. The setup tasks include the components that you must set up, listed
in the order in which you must enter data into the component tables, as well as links to the corresponding
documentation.
PeopleSoft multichannel applications also provide component interfaces to help you load data from your
existing system into PeopleSoft multichannel applications tables. Use the Excel to Component Interface
utility with the component interfaces to populate the tables.
This table lists all of the components that have component interfaces:
Component
Component Interface
Reference
RB_ERMS_INSTAL
RB_ERMS_INSTAL_SCI
See Defining System Settings for Email
Processing.
RB_ERMS_SETUP
RB_ERMS_SETUP_SCI
See Defining Mail Filters.
RB_MAILBOX_DEFN
RB_MAILBOX_DEFN_SCI
See Defining Mailboxes.
RB_APPSRV_DEFN
RB_APPSRV_DEFN_SCI
See Defining Application Services.
RB_WEBFORM_DEFN
RB_WEBFORM_DEFN_SCI
See Defining Webform Templates.
RB_QUERY
RB_QUERY_SCI
See Query/Keyword Details Page.
RB_QUERY_GROUP
RB_QUERY_GROUP_SCI
See Query Groups Page.
RB_WL_ROUTING
RB_WL_ROUTING_SCI
See Query Group/Worklist Associations
Page.
RB_CHAT_ADMIN
RB_CHAT_ADMIN_SCI
See Chat Enabled Page Setup Page.
RB_CHAT_MAP
RB_CHAT_MAP_SCI
See Service Page Mapping Page.
CTI_CONFIG
CTI_CONFIG_SCI
See CTI Configuration Page.
CTI_MAPPING
CTI_MAPPING_SCI
See CTI Mapping Page.
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21
Getting Started with PeopleSoft CRM Multichannel Applications
Chapter 1
Other Sources of Information
In the implementation planning phase, take advantage of all PeopleSoft sources of information, including
the installation guides, data models, business process maps, and troubleshooting guidelines. A complete
list of these resources is available in these topics, with information on where to find the most up-to-date
version of each:
•
"PeopleSoft CRM Application Fundamentals Overview (PeopleSoft CRM 9.1 Application
Fundamentals PeopleBook)"
•
"PeopleSoft Automation and Application Configuration Overview (PeopleSoft CRM 9.2: Automation
and Configuration Tools)"
•
"CRM Business Object Management Overview (PeopleSoft CRM 9.2: Business Object Management)"
•
"PeopleSoft CRM Product and Item Management Overview (PeopleSoft CRM 9.2: Product and Item
Management)"
See product documentation for PeopleTools: Security Administration, PeopleTools: PeopleSoft Setup
Manager, and PeopleTools: PeopleSoft Component Interfaces.
22
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 2
Navigating in PeopleSoft Multichannel
Communications
Navigating in PeopleSoft Multichannel Communications
PeopleSoft CRM Multichannel Communications provides custom navigation pages that contain groupings
of folders that support a specific business process, task, or user role.
Note: In addition to the PeopleSoft CRM Multichannel Communications custom navigation pages, this
PeopleSoft system provides menu navigation, standard navigation pages, and PeopleSoft Navigator.
See PeopleTools: PeopleSoft Applications User’s Guide.
Pages Used to Navigate in PeopleSoft CRM Multichannel Communications
This table lists the custom navigation pages that are used to navigate in PeopleSoft CRM Multichannel
Communications.
Access to these custom navigation pages is based on role.
Supervisor Administration
Page Name
Navigation
Usage
Supervisor Administration
Set Up CRM, Multi-Channel Setup
Center, Supervisor Administration
Access primary Supervisor
Administration menu options and
activities.
Overflow Admin
Click the Overflow Admin link on the
Supervisor Administration page.
View a list of overflow events.
Escalation Admin
Click the Escalation Admin link on the
Supervisor Administration page.
View a list of escalated events.
Search Inbound Emails
Click the Search Inbound Emails link on
the Supervisor Administration page.
Look for inbound emails and perform
operations, such as taking ownership and
work on them, reassign them, requeue
them and so on.
Search Outbound Emails
Click the Search Outbound Emails link
on the Supervisor Administration page.
Look for outbound emails and perform
operations, such as reviewing them or
approving them (if applicable).
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
23
Navigating in PeopleSoft Multichannel Communications
Chapter 2
Page Name
Navigation
Usage
Search Undelivered Emails
Click the Search Undelivered Emails
link on the Supervisor Administration
page.
Look for undelivered emails and view
email details.
Worklists
Click the Worklists link on the
Supervisor Administration page.
Review, open, and reassign entries that
have been sent to you, to other workers
that you supervise, or to groups to which
you belong.
ERMS Batch Monitor
Click the ERMS Batch Monitor link on
the Supervisor Administration page.
Review, and optionally modify, the status
and polling frequency of all mailboxes.
Chat Detail
Click the Chat Detail link on the
Supervisor Administration page.
View the chat dialog and chat session
details.
CTI Event Log
Click the CTI Event Log link on the
Supervisor Administration page.
View the computer telephony integration
(CTI) events that are logged by the MCF
logger, which include accept and hangup
events.
SD Administration
Click the SD Administration link on the
Supervisor Administration page.
Define setup settings for Supervisor
Desktop.
Supervisor Desktop
Click the Supervisor Desktop link on the
Supervisor Administration page.
View and manage queue statistics on
ERMS. Run ERMS reports.
Page Name
Navigation
Usage
System Settings
Set Up CRM, Multi-Channel Setup
Center, System Settings
Access primary System Settings menu
options and activities.
CTI System Definition
Click the CTI System Definition link on
the System Settings page.
Map transaction IDs to target pages for
specific databases.
CTI Page Mapping
Click the CTI Page Mapping link on the
System Settings page.
Map transaction IDs to specific
applications page.
ERMS Installation
Click the ERMS Installation link on the
System Settings page.
Set up ERMS system installation.
ERMS Mailbox Definitions
Click the ERMS Mailbox Definitions
link on the System Settings page.
Set up and configure the mailbox
behavior.
ERMS Webform Definitions
Click the ERMS Webform Definitions
link on the System Settings page.
Create and edit webform structures for
structured emails.
System Settings
24
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 2
Navigating in PeopleSoft Multichannel Communications
Page Name
Navigation
Usage
Chat Page Setup
Click the Chat Page Setup link on the
System Settings page.
Set up chat.
Chat Page Mapping
Click the Chat Page Mapping link on the Access full-function pages that map to
System Settings page.
self-service pages.
Agent Definitions
Page Name
Navigation
Usage
Agent Definitions
Set Up CRM, Multi-Channel Setup
Center, Agent Definitions
Access primary Agent Definitions menu
options and activities.
Configure Agent
Click the Configure Agent link on the
Agent Definitions page.
Configure agents to process email, chat
and voice tasks.
CTI Agent Config
Click the CTI Agent Config link on the
Agent Definitions page.
Configure CTI agents.
Chat Agent Config
Click the Chat Agent Config link on the
Agent Definitions page.
Configure chat agents.
Correspondence Agent Setup
Click the Correspondence Agent Setup
link on the Agent Definitions page.
Specify agent's process settings and the
reply to address.
Queue/Worklist Configuration
Page Name
Navigation
Usage
Queue/Worklist Configuration
Set Up CRM, Multi-Channel Setup
Center, Queue/Worklist Configuration
Access primary Queue/Worklist
Configuration menu options and
activities.
Define Worklists
Click the Define Worklists link on the
Queue/Worklist Configuration page.
Create group worklists.
Define Queues
Click the Define Queues link on the
Queue/Worklist Configuration page.
Add or search for existing queues.
Define Tasks
Click the Define Tasks link on the
Queue/Worklist Configuration page.
View, add, and edit tasks.
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25
Navigating in PeopleSoft Multichannel Communications
Chapter 2
ERMS Routing
Page Name
Navigation
Usage
ERMS Routing
Set Up CRM, Multi-Channel Setup
Center, ERMS Routing
Access primary ERMS Routing menu
options and activities.
Define Keyword Queries
Click the Define Keyword Queries link
on the ERMS Routing page.
Define queries composed of keywords
and phrases for basic email routing.
Define Query Groups
Click the Define Query Groups link on
the ERMS Routing page.
Define and maintain logical groups of
queries for basic ERMS routing.
Associate Worklists
Click the Associate Worklists link on the Define which query groups should be
ERMS Routing page.
used to route emails for each worklist or
queue.
ERMS Advanced Definitions
Page Name
Navigation
Usage
ERMS Advanced Definitions
Set Up CRM, Multi-Channel Setup
Center, ERMS Advanced Definitions
Access primary ERMS Advanced
Definitions menu options and activities.
Define AMP Rule
Click the Define AMP Rule link on the
ERMS Advanced Definitions page.
Define the behavior for the automated
mail processor for each mailbox.
Define Actions
Click the Define Actions link on the
ERMS Advanced Definitions page.
Register action behavior and action
trigger points.
Correspondence Management Administration
26
Page Name
Navigation
Usage
Correspondence Mgmt Admin
Set Up CRM, Multi-Channel Setup
Center, Correspondence Mgmt Admin
Access primary Correspondence Mgmt
Admin menu options and activities.
Define Templates
Click the Define Templates link on the
Correspondence Mgmt Admin page.
Define correspondence templates.
Define Template Packages
Click the Define Template Packages link
on the Correspondence Mgmt Admin
page.
Group one or more templates or static
files together into template packages.
Define Template Usage
Click the Define Template Usage link on Define the components that can use
the Correspondence Mgmt Admin page. templates.
General Administration
Click the General Administration link on Access the General Administration
the Correspondence Mgmt Admin page. options and activities.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 2
Navigating in PeopleSoft Multichannel Communications
Page Name
Navigation
Usage
Search Correspondence
Click the Search Correspondence link on View correspondence requests that are
the General Administration page.
created in the system and create new
requests based on existing requests.
Search Bulk Correspondence
Click the Search Bulk Correspondence
View bulk correspondence requests that
link on the General Administration page. are created in the system and create new
requests based on existing requests.
Search Inbound Emails
Click the Search Inbound Emails link on
the General Administration page.
Search for emails that have been
received.
Search Outbound Emails
Click the Search Outbound Emails link
on the General Administration page.
Search for emails that have been sent.
Search Undelivered Emails
Click the Search Undelivered Emails
Look for undelivered emails and view
link on the General Administration page. email details.
Chat Detail
Click the Chat Detail link on the General Access CRM chat details.
Administration page.
Chat Mini Navigation
Click the Chat Mini Navigationlink on
the General Administration page.
Access chat mini navigation page.
Page Name
Navigation
Usage
Unified Agent Desktop
Set Up CRM, Multi-Channel Setup
Center, Unified Agent Desktop
Access primary Unified Agent Desktop
menu options and activities.
Agent Configuration
Click the Agent Configurationlink on the Configure Agent's setup data for the
Unified Agent Desktop page.
Unified Agent Desktop.
Console Definition
Click the Console Definitionlink on the
Unified Agent Desktop page.
Unified Agent Desktop
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Set the default button and code settings
for Unified Agent Desktop.
27
Chapter 3
Understanding Multichannel Applications
Understanding Multichannel Applications Supported by
PeopleSoft CRM
These topics discuss:
•
Multichannel applications.
•
Desktop tools.
•
Universal queuing and Multichannel Toolbar.
Multichannel Applications
PeopleSoft multichannel applications facilitate interaction between you and your customers over multiple
communication channels. Channels are specific communication technologies such as voice (telephone),
email, and web collaboration (chat).
PeopleSoft MultiChannel Framework (PeopleSoft MCF) provides the infrastructure on which PeopleSoft
CRM multichannel applications are built. They use a number of services and elements in the framework,
such as universal queue, real-time event notification (REN) server, centralized event logging (MCF log),
JavaScript MultiChannel Application Programming Interface (JSMCAPI), and so on.
See PeopleTools: PeopleSoft MultiChannel Framework , “Understanding PeopleSoft MultiChannel
Framework”.
PeopleSoft CRM supports these communication channels:
•
Voice.
•
Email.
•
Chat.
•
Generic tasks.
To support these channels, PeopleSoft CRM offers the following products:
•
PeopleSoft CTI Integration.
This product enables you to integrate PeopleSoft CRM with a third-party computer telephony
integration (CTI) solution implemented in your call center environment. It uses JSMCAPI to enable
the CTI functionality on PeopleSoft CRM pages. You can map data that is provided by the interactive
voice response (IVR) system to PeopleSoft CRM pages and key fields. The system uses this mapping
to automatically display the appropriate page and data to the agent who accepts the incoming call.
•
PeopleSoft Multichannel Communications.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
29
Understanding Multichannel Applications
Chapter 3
Multichannel Communications includes two modules: Email Response Management System (ERMS)
and Chat.
•
The email module provides a full-featured email management solution that collects emails from
mail servers, analyzes email contents, performs automated actions on emails if applicable, and
routes them to appropriate worklists or agents. ERMS leverages the PeopleSoft MultiChannel
Framework to manage the integration with external mail servers and mailboxes.
•
The chat module offers customer to agent chatting capabilities on self-service PeopleSoft CRM
pages. The browser-based agent chat window enables agents to transfer chat sessions and consult
other agents on their buddy lists while the sessions are in progress. Agents can also push web
pages (for example, sending PeopleSoft CRM transaction pages) to customers and perform
common chat actions, such as sending chat logs or passwords.
Desktop Tools
PeopleSoft multichannel applications provide desktop tools that are targeted for agents and supervisors.
These tools have a consistent interface and are equipped with features and functionality that are specific
to each user group. They help users perform common tasks more effectively, thus improving productivity.
Unified Agent Desktop
Unified agent desktop provides an enhanced toolbar construct that is built into PeopleSoft CRM pages.
From the desktop, agents receive and process voice, email, chat, and generic tasks that are assigned to
them. It provides various button actions that agents use when handling voice calls. For email or chat tasks,
the desktop brings up the corresponding email or chat workspace interface so that agents have access to
the right set of tools to do their jobs.
Agents can be working on multiple tasks simultaneously. Unified agent desktop provides a task
management tool for agents to switch among tasks easily.
See Understanding Multichannel Toolbar Functionality.
Supervisor Desktop
Supervisor desktop provides a centralized environment for supervisors to evaluate and monitor agent and
queue performance in a call center. Supervisors can view real-time information on multichannel and voice
queues, as well as the status and workload of agents who are logged on to these queues. The desktop
enables supervisors to perform common tasks efficiently from a single component, such as managing
timeout entries, approving emails, running reports, configuring agents, initiating chat sessions with
agents, and so on.
See Understanding Supervisor Desktop and Monitoring Real-Time Information.
Universal Queuing and Multichannel Toolbar
Universal queuing helps to make a customer's interaction experience efficient, consistent, and satisfactory.
PeopleSoft MCF manages a universal queue that accepts, evaluates, and distributes incoming task
requests from these communication channels: email, chat, and generic notifications. Tasks are delivered
to agents through the PeopleSoft CRM Multichannel Toolbar, an integrated interface built for agents to
manage voice, email, chat, and generic tasks.
30
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Chapter 3
Understanding Multichannel Applications
The universal queue distributes work based on the priority of the task and the availability of agents
possessing the required skill level. Availability is based on agent presence and the cost of the new task
against the current workload of each agent. If an item that has been pushed to an agent is not accepted by
the agent within the specified time, the queuing engine transfers the item to another agent in that queue.
Though agents receive voice tasks from the Multichannel Toolbar like all other tasks, voice tasks are
not queued or routed by the universal queue, but by voice queues. Voice tasks take precedence over
other tasks. When an agent accepts a call, the queue server adds the call's cost to the agent workload
calculations that it uses to queue and assign other incoming tasks.
The PeopleSoft CRM Multichannel Toolbar is the exclusive interface for voice and chat communications.
Email communications, however, can be managed through PeopleSoft CRM group worklists in addition
to the Multichannel Toolbar. When using group worklists, agents are presented with a list of potential
work items. Agents can select to work on emails that they can accept, and the system does not control
the order in which the agent works on those emails. When using the Multichannel Toolbar, agents can
work on only those emails that the system routes to them; the queuing engine controls the agent's work
assignments.
Note: Only email that is sent to ERMS mailboxes can be queued and accessed through the Multichannel
Toolbar.
Related Links
Using Multichannel Toolbar
Setting Up Universal Queuing
These topics list prerequisites and discuss how to:
•
Define queue defaults.
•
Use PeopleSoft CRM group worklists to create queues and agents.
Note: Although queues and agents are part of PeopleSoft MCF, administrators can create these objects
on the PeopleSoft CRM system as well. The PeopleSoft CRM group worklist definition acts as a front
end for queue and agent creation: the worklist becomes a queue, and the worklist members become
agents. From Supervisor Desktop, administrators can configure agents to work on voice tasks (voice
configuration), and email, chat, and generic ones (multichannel configuration).
Pages Used to Set Up the Universal Queuing Infrastructure
Page Name
Definition Name
Navigation
Usage
System Installations
RB_ERMS_SYSDEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, System
Installation, System
Installations
Define default values for
queues that are created
through PeopleSoft CRM
group worklists.
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31
Understanding Multichannel Applications
Chapter 3
Page Name
Definition Name
Navigation
Usage
Group Worklist
RB_WF_WL_GRP
Set Up CRM, Common
Definitions, Workflow,
Group Worklist, Group
Worklist
Define a group worklist and
its members so that the system
will create corresponding
queue and agent definitions.
Prerequisites
Before setting up queues and agents, you must define these PeopleSoft MCF objects:
•
Universal queue server.
This object accepts, evaluates, and distributes incoming task requests from multiple communication
channels, including telephone (CTI), email, and chat.
•
REN server.
This object pushes event notifications to the agent consoles, manages chat sessions, and notifies the
queue server of newly enqueued contacts.
•
MCF log server.
This object subscribes to all REN server events, logging chat conversations, agent presence changes,
contact transfers and closures, and so on, based on configurable logging parameters.
•
Queue clusters.
These objects are groups of redundant servers that provide failover protection in the event of a
hardware failure.
See PeopleTools: PeopleSoft MultiChannel Framework.
System Installations Page
Use the System Installations page (RB_ERMS_SYSDEFN) to define default values for queues that are
created through PeopleSoft CRM group worklists.
32
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Chapter 3
Understanding Multichannel Applications
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, System Installation, System
Installations
Image: System Installations page (1 of 2)
This example illustrates the fields and controls on the System Installations page (1 of 2). You can find
definitions for the fields and controls later on this page.
Image: System Installations page (2 of 2)
This example illustrates the fields and controls on the System Installations page (2 of 2). You can find
definitions for the fields and controls later on this page.
REN Server Cluster ID
Select a default queue cluster to associate with queues that
the system creates when you set up queues and agents using
PeopleSoft CRM group worklists.
Maximum Workload and Skill level
Enter default values to associate with agent definitions that
the system creates when you set up queues and agents using
PeopleSoft CRM group worklists. The values in these fields
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
33
Understanding Multichannel Applications
Chapter 3
determine an agent's capacity to accept additional work and thus
determine the agent to whom a new email is routed.
Note: You don't use the other page elements on the System Installations page when defining queues
and agents. Refer to the documentation for setting up ERMS and running ERMS processes for more
information about other page elements.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
Related Links
System Installations Page
Group Worklist Page
Use the Group Worklist page (RB_WF_WL_GRP) to define a group worklist and its members so that the
system will create corresponding queue and agent definitions.
Navigation
Set Up CRM, Common Definitions, Workflow, Group Worklist, Group Worklist
Image: Group Worklist page
This example illustrates the fields and controls on the Group Worklist page. You can find definitions for
the fields and controls later on this page.
34
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Chapter 3
Understanding Multichannel Applications
Note: Remember to run the DMS script after you upgrade PeopleTools to a newer version to ensure that
all ERMS queues are saved properly to the Tool's table.
Group Worklist is ERMS Queue
Select to make the system create both queue and agent
definitions when the group worklist definition is saved. The
default REN server for all queues created from the Group
Worklist page is established on the System Installations page.
The queue can be used by either the ERMS or chat features of
PeopleSoft Multichannel Communications.
If worklist entries for other types of transactions (which are
not supported in queues) are sent to this worklist, the system
treats the worklist as a true worklist. In particular, ERMS alert
notifications that are sent to this worklist are delivered though
My Worklist, rather than the Multichannel Toolbar.
Queue Name
Enter the name that is used for the PeopleSoft MCF queue
that the system creates when you save the group worklist. The
system populates this field with the group worklist name when
you select the Group Worklist is ERMS Queue check box.
User ID
Enter user IDs of members who belong to this group
worklist. When you save the worklist, the system creates
PeopleSoft MCF agent definitions for each user. The agents are
automatically made members of the newly created queue. The
agents' default maximum workload and skill level come from
the default values that you enter on the System Installations
page.
Subsequent saves create agents and remove agents from the
queue as necessary to keep the queue definition synchronized
with the worklist definition.
Queue Setup and Agent Setup
Click to access PeopleSoft MCF pages, where you can further
define the queues and agents that are associated with the group
worklist. When you create queue and agent definitions using
PeopleSoft CRM group worklists, the system enters only basic,
required information in those definitions.
For example, go to the PeopleSoft MCF Agents component to
override the default maximum worklist and skill level for newly
created agents and to set up personalizations such as a standard
greeting for chat sessions.
Note: Administrators can configure agents from Supervisor
Desktop. The unified agent desktop (UAD) role is automatically
set up as a sample user for CTI, universal queueing, and voice
configuration.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
35
Understanding Multichannel Applications
Chapter 3
Note: This topic discusses only those page elements that are used to create PeopleSoft MCF queues and
agents. Refer to the PeopleSoft CRM worklists documentation for a complete description of this page.
Refer to your PeopleTools documentation for detailed information on setting up queues, agents, and agent
personalizations.
Se the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
Related Links
"Understanding CRM Worklists (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Configuring Agents
36
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Understanding ERMS
Email Handling
ERMS helps you process and manage large volumes of inbound emails by:
•
Moving emails from an external mail server into the PeopleSoft Customer Relationship Management
(CRM) database tables.
•
Identifying the sender for each email and creating an interaction so that the email is visible in the
sender's 360-degree view.
•
Routing each email to an agent, a worklist, or an automated process that can respond.
•
Enabling agents to reroute or respond to emails that require manual handling.
•
Enabling agents to associate email with other CRM objects, such as cases or leads.
•
Notifying a designated person when an email has not been handled within standard response time.
Remember, email is a channel for communication; the email object in the PeopleSoft system does not
duplicate CRM transactions such as cases and leads. For example, if a customer sends an email related to
a product support issue, you need to associate the email with a case to access case-specific functionality
such as troubleshooting scripts, solution searches, and case note tracking.
Related Links
ERMS Processes
Understanding Email Management
Unstructured and Structured Email
These topics discuss:
•
Unstructured email.
•
Structured email.
Unstructured Email
Unstructured emails are messages that customers send using their own email clients. The email is
unstructured because the body of the email is completely free-form. Unstructured email handling consists
of two phases:
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
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Understanding ERMS
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1. An automated routing phase, during which an application engine process analyzes the email and
performs automated actions on the email if applicable, or routes it to a group worklist.
The system sends the email directly to the default group worklist of the associated mailbox if the
automatic routing option is disabled.
2. An email management phase, during which agents who accept emails from their group worklists or
the Multichannel Toolbar work on email response.
Automated Mail Processing and Routing
When an email arrives, the ERMS system performs some automated action on it or routes it to a proper
group worklist depending on the information provided in the email.
The ERMS system routes an unstructured email to a relevant group worklist based on the information
provided in the email. Information used in the evaluation process includes:
•
A thread ID that is embedded in the email body.
If you license PeopleSoft Multichannel Communications, all emails sent from the PeopleSoft system
include a thread ID, also known as a context tag If a customer replies to such an email, and if the
context ID appears in the reply, the system uses that ID to route the new email to the group worklist
associated with the original email or its sender.
•
The email address or domain from which the email was sent.
You can define system-wide settings to ensure that emails from specific addresses or domains are
handled appropriately. For example, you might configure the system so that it routes all emails from
the domain ImportantCustomer.com to a worklist for priority customers.
•
The email content.
You can set up keywords, and the system scores each email based on occurrences of those keywords
within the email subject and body. You associate different worklists with different sets of keywords so
that the system can calculate a score for each of those worklists and route the email to the one with the
highest score.
•
The sender of the email.
The system attempts to associate each inbound email with a business object ID by comparing the
sender's email address to email addresses of customers and workers in the system. If there is a match,
the routing process calls your custom code, which performs the customer-based routing. PeopleSoft
does not deliver any customer-based routing processing, only the infrastructure for plugging in the
custom code.
Note: The system always routes the email to a group worklist rather than to an individual's worklist.
This practice ensures that an individual's unavailability does not prevent the email from receiving prompt
attention.
Each mailbox is associated with a default group worklist. An email is routed to the default group worklist
under these situations:
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•
None of the routing processes returns a valid group worklist to which the email can be sent.
•
The email is oversized (and therefore cannot be analyzed).
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•
The mailbox to which the email belongs is set up to not perform automatic routing.
Email Management and Worklist Integration
Only an agent who has accepted ownership of an email can modify or reply to the email. Email can
be reassigned as many times as necessary. Emails are assigned to individuals only when the individual
accepts ownership (either explicitly or because the system forces auto-acceptance of emails that agents
view). All other assignment operations involve assignment to a group worklist.
ERMS is tightly integrated with PeopleSoft CRM worklists. When a group member accepts ownership of
an email, the system moves the corresponding worklist entry from the group worklist to the individual's
worklist. Similarly, if an email is sent to a group worklist (the original worklist or any other one), the
system moves the corresponding worklist entry to that group worklist. Users cannot mark the worklist
entries complete until the corresponding email has been closed.
Every inbound email has a status; you can track which emails require work and which are complete. Until
an email is closed, an agent who accepts ownership of an email can:
•
Review the email and access additional customer information by opening the 360-Degree View
directly from the email workspace.
•
Modify email information, such as the email contact, the email's parent in a thread, the email subject,
and the email status.
•
Create and remove relationships between the email and other transactions.
•
Write a reply, optionally using a predefined correspondence template as the basis for the email text.
Related Links
Understanding Unstructured Email Routing
Understanding Email Management
Structured Email
A structured email is sent when a user submits information through a web page by using a form called
a webform. The body text of a structured email is formatted in XML then plain text, which enables
PeopleSoft Search system to analyze content and return for the email a category and a score value, if
the webform definition is not set to use the default category to apply automated mail processing (AMP)
rules. Using this information, the AMP rules engine finds a rule for the email with matching category and
trigger actions of this rule to process the email automatically.
These webforms are not part of the PeopleSoft environment, so you must deploy them separately
(for example, by setting up web servers and so on). Your organization is responsible for constructing
webforms that gather the appropriate data. These custom webforms must generate and format structured
email properly so that they can be collected and processed by the ERMS system.
Note: PeopleSoft self-service pages are not webforms; they provide a direct interface with CRM tables,
and they do not use email to transmit information.
Related Links
Understanding Structured Email
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Email Response Interfaces
An email response is a reply to a customer's email. To send the reply, the system leverages
correspondence management features that are common to all PeopleSoft CRM applications. This enables
you to use correspondence templates to streamline the response process and standardize the text of
responses.
Automated responses (those sent in response to structured email) are always based on correspondence
templates that you define.
Manual responses (those that a user writes in response to unstructured email) can be either free-form or
template-based. There are several interfaces for creating a manual response:
•
If you initiate a reply from the context of a specific email in the email workspace, the Response page
of the same email workspace component is used.
•
If you initiate a reply from the context of a transaction (such as a case) by clicking the Notification
toolbar button, one of the following occurs:
•
If the transaction is not associated with any email, the Outbound Notification page is used.
•
If the transaction is associated with one or more email, a secondary page appears and it asks if you
want to respond to any current email or send a brand new email. If it is a response, and the option
to use email workspace for responding to existing notifications is selected at the system level, the
Response page of the email workspace is used. The Outbound Notification page is used either if
it's a new mail, or it's a response but the option to use email workspace is not selected.
The interfaces of the Outbound Notification page and email workspace are similar. The Outbound
Notification page functions the same as the Response page in the email workspace, except that you cannot
search for solutions or documents on the Outbound Notification page. You can, however, use the page to
email solutions from cases.
Related Links
"Understanding Manual Notifications (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Finding and Attempting Solutions (PeopleSoft CRM 9.2: Services Foundation)"
"Understanding Correspondence and Notification Settings (PeopleSoft CRM 9.2: Automation and
Configuration Tools)"
"Correspondence and Notifications (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Email Replies
ERMS Processes
ERMS uses application engine processes to fetch, route, and monitor inbound email.
These topics discuss:
40
•
High-level process flow.
•
The mail reader process.
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•
The mail route process.
•
The scheduler process.
•
The email alert process.
•
Process instantiation.
•
Email process states and incompletely processed email.
•
Processing statuses for the unstructured email process.
High-Level Process Flow
The ERMS system comprises of these processes:
•
The mail reader process.
The mail reader process (RB_MAIL_READ) does all of the basic email handling that is common
to both structured and unstructured email. Among other things, it fetches emails from external mail
servers, saves the data in the PeopleSoft system, identifies email senders, associates relevant mailbox
data with emails, and classifies emails as structured or unstructured.
•
The mail route process.
The mail route process (RB_MAILROUTE) is responsible for analyzing and routing emails. It
checks emails' eligibility for address or domain-based routing, customer-based routing, thread-based
routing and keyword-based routing. It carries out necessary email processing based on the email type
(structured or unstructured). At the end, either some actions are preformed on emails automatically or
they are routed to appropriate group worklists to be processed by agents.
•
The scheduler process.
The scheduler process (RB_CHECKUQ) determines whether any emails are awaiting further
processing. If there are emails in queue, it schedules the unstructured content analysis job
(PRCEMAIL), which includes the following two processes.
•
The SES Feed Generation Process (PTSF_GENFEED), which generates an XML feed for
inbound email. This feed is used by SES to build the inbound email search index that is used for
content-based routing.
This process also updates the email tables to identify the emails that it builds into the search index.
•
•
The mail route process (RB_MAILROUTE), which analyzes and routes emails.
Email alert process.
Two application engine processes make up the email alert process. Together, these processes monitor
email due dates and send notifications when emails are not closed in time. The two processes are:
•
The time out process handler process (RB_SLA_SCHDR), which evaluates email due dates and
statuses and schedules future notifications as necessary.
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The time out notification process (RB_SLA_NOTIFY), which confirms email due dates and
statuses for each notification and sends immediate notifications.
Image: ERMS high-level process flow of receiving and processing incoming email
The following process flow illustrates how the mail reader, mail route, scheduler, and email alert
processes work together to process emails that are sent to an organization:
Related Links
ERMS Processes
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The Mail Reader Process
The mail reader process performs the following operations:
1. Schedules its own next instance.
Because this is the first operation performed, the next instance runs even if the current instance fails.
2. Determines whether the last instance of the mail scheduler process was able to schedule its own next
instance, and if it wasn't, the mail reader process schedules an immediate instance for it.
Unlike all other ERMS processes, the scheduler process does not schedule its own next instance until
the mail route process is complete. Therefore, a process failure could prevent future instances from
being scheduled, if the mail reader process didn't check for this condition.
You can also use standard PeopleSoft Process Scheduler functionality to set up process-related
notifications to alert an administrator of process failures.
3. Identifies the mailboxes to be polled.
4. Fetches emails from the external mail server.
The number of emails that the system fetches depends on the commit frequency that you set on the
System Installations page.
5. Identifies exception emails and discards them.
Exception email is any email, structured or unstructured, that meets the mail-filtering criteria. When
you set up ERMS, you can define addresses and domains to be automatically filtered. You can also
create application classes to perform additional mail filtering.
Summary information about filtered email is stored in the exception email tables; your filter
definitions determine whether the body text of the email is stored as well.
Note: Because no further processing is performed on exception emails, the following steps apply only
to valid emails.
6. Saves data to PeopleTools email tables using PeopleTools ERMS application programming interfaces.
The PeopleSoft system deals with only two constructs—plain text and attachments. Any Multipurpose
Internet Mail Extension (MIME) parts other than plain text, such as HTML areas and graphics, make
emails no longer purely plain text and cause the part containing that construct to be stored as an
attachment in the PeopleSoft system. The mail client of the sender determines the MIME format of an
email.
Email body text is saved to a PeopleTools tabled named MCFEM_MAIL_PART. The SES Feed
Generation process (PTSF_GENFEED) calls the RB_STG_EMAIL AE process to populate email
body text in the staging table (RB_IN_EMAIL_STG) before the PSQuery built for indexing email
runs to extract data for the XML feed. After the feed is generated successfully, the RB_STG_EMAIL
process deletes the email body text from the staging table.
See PeopleTools: PeopleSoft MultiChannel Framework.
7. Authorizes attachments in case emails have attachments.
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PeopleTools secures all attachments. During this step, the mail reader process authorizes anyone with
access to the Inbound Email component to view all of the email's attachments.
8. Classifies email as structured or unstructured, and saves a pointer to the email in either the
unstructured email queue or the structured email queue.
The mail route process looks at these queues to determine which emails to process, and deletes the
pointers when processing is complete.
Email is classified as structured if the <?xml version="1.0"?> and <WEBFORM_TEMPL_ID> XML
tags appear in the email body. All other email is unstructured.
9. Analyzes the sender's email address to identify the sender.
If the sender cannot be identified as a known customer or worker, the mail reader process performs
one of these actions based on the mailbox configuration:
•
Associates the email with the unknown user business object that you choose in the System
Installations page when you set up ERMS.
•
Creates a new user based on the setting of the business unit that the mailbox associates with. The
role type of the new user matches the type of the mailbox, which means that the user has the role
of consumer if the mailbox type is external, and worker if the mailbox type is internal.
10. Saves data to the main CRM email table.
The CRM email table includes a pointer to the PeopleTools table and contains additional CRMspecific fields. The component interface that is used to store the data in the CRM table performs
certain additional processing:
•
Creates an interaction for the email.
See "Understanding Interactions (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
•
Calculates when the mailbox-level warning and final notifications should be sent and saves this
information to the CRM email table.
11. Deletes email from the external mailbox.
This does not happen until after the email is saved to the CRM database. This protects you from data
loss in case of a process failure.
12. Updates processing statistics.
For each instance of the mail reader process, the system tracks the number of exception, structured,
and unstructured emails processed overall and for each mailbox.
13. Checks if the system option to create case for new inbound email is selected; if yes, create cases
accordingly.
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14. Check if the system option to add notification as note to the associated case; if yes, add case notes
accordingly.
Image: Mail reader process flow for classifying incoming email and storing data to database tables
The following diagram illustrates the mail reader flow, which classifies incoming email and stores email
data in appropriate database tables:
The Mail Route Process
The mail route process performs the following operations on structured and unstructured emails:
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If the incoming email is unstructured:
1. The mail route process first checks if automatic routing is enabled at the mailbox level.
2. If automatic routing is enabled, the process checks to see if the address or domain based routing
applies to the email and route it accordingly.
3. If address-based routing doesn't apply, then it checks to see if customer-based routing applies to the
email and route it to the group worklist specified in the custom application class code.
4. If customer-based routing doesn't apply, it checks to see if the email is threaded. If yes, it is routed to:
•
(If the Process customer response as new email option is selected at the system level) The group
worklist to which the previous inbound email was routed.
•
(If the Process customer response as new email option is selected at the system level) The group
worklist of the provider group, if the email is associated with a case and the case is assigned to a
provider group.
•
(If the Process customer response as new email option is not selected at the system level) The
group worklist to which the sender (agent) of the previous outbound email belongs.
5. If thread-based routing doesn't apply, it proceeds to keyword-based routing that is performed by
PeopleSoft Search and routes the email to the best suited group worklist based on the predefined
query and worklist association.
See Content-Based Routing.
6. In the case where automatic routing is disabled at the mailbox level, Automated Mail Processing
(AMP) is used for email routing purposes. The AMP rules engine uses PeopleSoft Search to search
for predefined keywords (which are associated with categories) in email. For each keyword match
that is found, a score is given to the associated category. As a result, email is assigned to the category
with the highest score, and the rules engine can then trigger the actions that are associated with that
category on the email. If the score returned for the email category does not meet the confidence level
of any AMP rules for that email category, or that the email category is not associated with any rules,
the system routes the email to the default group worklist of the mailbox.
See AMP Overview.
If the incoming email is structured:
1. The mail route process first converts the email from XML to plain text and extracts the email subject
and body based on the webform and email workspace field mapping.
2. It identifies the default category from the webform definition that is associated with the email.
3. It checks if the option to always use the default category is selected in the webform definition.
If yes, the system uses the default category as the email category, looks up any AMP rules that are
associated with it, and performs rule actions on the email.
Make sure that the default category is associated to a AMP rule to apply actions. If using the default
category doesn't resolve in performing any rule actions, the system routes the email to the mailbox's
default group worklist.
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If no, the system uses PeopleSoft Search to identify the category of the structured email, just like
the way unstructured email are processed when automatic routing is disabled in the system. If the
returned category score does not meet the confidence value of any AMP rule associated with the
category, the system routes the email to the default group worklist of the mailbox.
Lastly, the mail route process performs the following post-routing operations:
•
Sends an auto-acknowledgement email to the sender, if the mailbox is so configured.
•
Deletes successfully processed emails from the email queue.
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Chapter 4
Establishes thread associations if the mailbox's automatic routing setting prevented the associations
from being established during routing analysis.
Image: Mail route process flow for routing unstructured and structured emails
The mail route process schedules the next instance of the scheduler process.
Related Links
Understanding Unstructured Email Routing
Understanding Structured Email
Understanding Automated Mail Processing
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The Scheduler Process
This topic provides a high-level overview of the scheduler process. Additional details about the email
analysis and routing steps are provided in the documentation for setting up unstructured email routing
rules.
See Understanding Unstructured Email Routing.
The scheduler process performs the following operations:
1. It reviews the data in the email queue.
Note: If there are no emails in the queue, the scheduler process schedules its own next instance,
and the process ends. This ensures that the system does not attempt to build the search index
unnecessarily.
If there are emails in the queue, the scheduler process removes all emails with a status of Successfully
Processed, and then it changes the status of any remaining emails to Queued for Content Analysis.
This ensures that emails that were partially processed (those with a status of 0 - Queued for Content
Analysis, 1 - Index Built, and 2 - Content Analysis Processing) are ready to be reprocessed.
2. If the queue contains emails, the scheduler process schedules the unstructured content analysis job
(PRCEMAIL), which consists of the SES Feed Generation process and the mail route process.
•
The SES Feed Generation process creates XML feed for inbound emails in the queue.
•
The mail route process analyzes and routes the email based on its content. Refer to the mail route
process topic above for more information.
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If the process is unable to route an email based on its individual characteristics, the process routes
the email to the default worklist for the mailbox.
Image: High-level process flow for the scheduler process to analyze and route emails
The following graphic illustrates the scheduler process flow:
The Email Alert Process
Every email has up to four associated notification times that the Email Alert processes monitor:
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•
Mailbox-level warning and final notification times are established when the email is saved to the
PeopleSoft CRM email tables.
The system calculates these times from the time that the external mail server receives the email. The
mailbox metrics change every time an email is reassigned to a different mailbox.
•
Worklist-level warning and final notification times are established when an email is routed to a group
worklist.
The system calculates these times from the time the email is routed to the group worklist. The group
worklist metrics change every time an email is reassigned to a different group worklist, and that is
why individual assignments must always be associated with a group worklist.
The Email Alert processes perform the following operations:
1. The Time Out Process Handler process schedules its own next instance.
2. The process identifies email that has one or more notifications scheduled to occur before the next
instance of the process (the one that was just scheduled).
3. The process identifies emails with statuses other than Cancelled or Completed.
Emails that have been canceled or completed are ignored because alerts are intended to notify users of
email that is still pending.
4. For email that is not canceled or completed, the process uses the notification time stored on the email
record to schedule the Time Out Notification process.
The system schedules the notification process using a run control that includes the email ID.
5. When the Time Out Notification process runs (at the scheduled notification time), it does the
following:
a. Verifies that the email is still not canceled or completed.
If the email is canceled or completed, the process ends without sending any notifications.
b. If the email is not canceled or completed, sends a notification.
First, the system determines whether the email is assigned to a group worklist. If it is, all
notifications (mailbox-level and worklist-level) go to the group worklist owner. If the email
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is not assigned to a worklist, there are no worklist-level notifications, and any mailbox-level
notifications go to the mailbox owner.
Image: Process flow for sending alert notifications for emails that are reaching commitment
deadlines
The following graphic illustrates the email alert flow that sends out notifications for emails reaching
commitment deadlines:
Process Instantiation
The mail reader process is the master controller for all ERMS processes. In addition to performing basic
operations common to all emails, this process schedules the first occurrence of each of the other ERMS
processes and also schedules its own recurrences.
The mail reader process recurrence frequency is based on the polling frequencies of all active mailboxes.
The first time the mail reader process runs, it processes all mailboxes. It then calculates the next polling
time for each mailbox and schedules future processing times accordingly. If an instance is already
scheduled at the appropriate time, an additional instance is not scheduled.
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For example, suppose that you have three active mailboxes. The polling frequencies are 10 minutes for
mailbox A, 15 minutes for mailbox B, and 20 minutes for mailbox C. If you start the first instance of the
mail reader process at 12:00, it reads mail from all three mailboxes and then schedules future instances for
12:10, 12:15, and 12:20. The 12:10 instance reads mail from mailbox A and then determines that the next
time to check mailbox A is at 12:20. Because an instance of the process is already scheduled for 12:20,
another instance is not scheduled. When the 12:20 instance of the process runs, it reads mail from both
mailbox A and mailbox C.
The first instance of the mail reader process also schedules the first instance of the scheduler process and
the email alert process. Each of these processes then schedules its own next occurrence based on intervals
that you define.
Image: Relationship of ERMS processes and the process instantiation flow
The following graphic illustrates the relationship between all ERMS processes and how one process
triggers the rest:
Related Links
Understanding ERMS Setup
Email Process States and Incompletely Processed Email
As the ERMS processes handle an email, they maintain process state information. The process state
indicates how far along the automated processing is.
Before an email is completely processed, its process state can be:
•
Email Instance Created: the initial state of an email after it is saved to the PeopleSoft CRM email
tables and before any additional processing occurs.
•
Queued for Routing: the Mail Reader process (RB_MAIL_READ) has finished with email, and the
email is queued to be processed as an unstructured or structured email.
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•
Chapter 4
Mailbox Forwarding: the mailbox reset operation is performed.
After an email is completely processed, its process state can be:
•
Auto Responded By System: the email process sent an automatic response.
•
Email Routed: the structured email process has routed the email to a group worklist.
The process state is visible on the Message Details page of the email workspace only if the email is not
completely processed. Users might access incompletely processed emails under two conditions:
•
A user accesses the email between the time the mail reader process saves it to the CRM email tables
and the time the appropriate email handling process completes its processing.
•
The email process fails.
In both situations, the email can be accessed only through the menu navigation to the Search Inbound
Emails component: incompletely processed emails do not appear in worklists or the Multichannel
Toolbar. Agents who interact with emails only through the Worklist or the Multichannel Toolbar will
normally never even see incompletely processed emails.
Only the email's mailbox owner can work with incompletely processed emails. (Although the email's
group worklist owner has the same privileges as the mailbox owner, incompletely processed emails do not
have a group worklist owner because they have not yet been assigned to a group worklist.)
To handle an incompletely processed email, the mailbox owner:
1. Accesses the email in the email workspace.
2. Verifies the process state.
3. Enters sender information, if necessary.
Depending on which process failed, and when, the sender information may already be present.
4. Establishes a thread association.
Depending on which process failed, and when, the thread association may already be established.
5. Changes the process state to Email Routed.
This prevents the next instance of the email process from attempting to reprocess the email.
6. Clicks the Reassign button and send the email to the appropriate group worklist.
This saves changes to the email.
Related Links
Email Status Tracking
Processing Statuses for the Unstructured Email Process
Email that is placed in the unstructured email queue has an additional status tracking field (different from
the overall process state) that indicates how far along the unstructured email process is. Each email in the
unstructured email queue has one of these statuses:
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•
0: Ready for processing.
•
1: Collection built.
•
2: Processing.
•
3: Successfully processed.
When the mail reader process first creates an entry in the unstructured email queue, it assigns status 0
(ready for processing). When the unstructured email process runs, it updates the status.
Each instance of the unstructured email process picks up all emails with statuses other than 3
(successfully processed). This practice ensures that a future instance of the unstructured email process
will attempt to reprocess any emails that are not successfully routed.
The unstructured email process status is not visible from the email workspace. To view this data, you
must query the database.
Running and Monitoring Processes
These topics discuss how to:
•
Review process settings for mailboxes.
•
Start and stop ERMS processes.
•
Review Mail Reader processing details.
Pages Used to Run and Monitor Mail Reader Processes
Page Name
Definition Name
Navigation
Usage
Mailbox Viewer
RB_MAILBOX_VIEW
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security, Batch
User Monitor Form, Mailbox
Viewer
Review, and optionally
modify, the status and polling
frequency of all mailboxes.
Start/Stop ERMS Batch
Process
RB_ERMS_BATCH_RUN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security, Batch
User Monitor Form, Start/
Stop ERMS Batch Process
Start or stop ERMS processes.
Mailreader Process Monitor
RB_MCF_BTH_MONITOR
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Batch User Monitor Form,
Mailreader Process Monitor
Review Mail Reader
processing details, and
research trouble reports (for
example, if agents report that
no new emails are arriving).
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Mailbox Viewer Page
Use the Mailbox Viewer page (RB_MAILBOX_VIEW) to review, and optionally modify, the status and
polling frequency of all mailboxes.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Batch
User Monitor Form, Mailbox Viewer
Image: Mailbox Viewer page
This example illustrates the fields and controls on the Mailbox Viewer page. You can find definitions for
the fields and controls later on this page.
The Mailbox Definitions View grid lists all ERMS mailboxes. The grid columns correspond to the
identically-named fields on the Mailbox Definitions page. You can edit only the fields that affect the Mail
Reader process. Changes you make on this page also appear on the Mailbox Definition page.
Related Links
Defining Mailboxes
Start/Stop ERMS Batch Process Page
Use the Start/Stop ERMS Batch Process page (RB_ERMS_BATCH_RUN) to start or stop ERMS
processes.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Batch
User Monitor Form, Start/Stop ERMS Batch Process
Image: Start/Stop ERMS Batch Process page
This example illustrates the fields and controls on the Start/Stop ERMS Batch Process page. You can find
definitions for the fields and controls later on this page.
Start ERMS System
Click to schedule the Mail Reader process, which in turn
schedules all other ERMS processes. Each ERMS process
schedules its own next instance, so the ERMS processes
continue to run at the intervals you've defined until you stop the
ERMS system.
Note: When starting the ERMS System, you need to be logged
in as the same user who set the search index run control
information at Set Up CRM, Product Related, Multichannel
Definitions, Email, System Installation. You will receive an
error message if trying to start the ERMS system while logged
on as a different user.
Stop ERMS System
Click to cancel all current and future instances of ERMS
processes. It is not necessary to stop the ERMS system when
you make changes to a mailbox's status or polling frequency.
Mailreader Process Monitor Page
Use the Mailreader Process Monitor page (RB_MCF_BTH_MONITOR) to review Mail Reader
processing details, and research trouble reports (for example, if agents report that no new emails are
arriving).
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Understanding ERMS
Chapter 4
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Batch
User Monitor Form, Mailreader Process Monitor
Image: Mailreader Process Monitor page
This example illustrates the fields and controls on the Mailreader Process Monitor page. You can find
definitions for the fields and controls later on this page.
Process Instance Selection
Use the fields in the View For Status and View Mail Reader Logs/Request Details For group boxes to
specify the Mail Reader instances that you want to review.
58
Status
Select a status: All, Scheduled, Processing, Completed,
Canceled, or Failed. When you refresh the page, only Mail
Reader process instances with the selected status are included in
the Mail Reader Process Details grid.
Last
To specify a time period for which you want to view process
instances, enter the number of Days, Hours, or Minutes. The
time period that you enter is measured back starting from the
current date and time.
Mailbox ID
To specify a mailbox for which you want to view process
instances, enter the mailbox ID.
Instance and To
To specify a range of process instance IDs to view, enter the first
and last number in the range.
With Exception Emails
Select to limit the process instances to those where exception
emails were processed. Exception emails are emails that were
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 4
Understanding ERMS
caught by your mail filter definitions and excluded from
additional processing.
Refresh
Click to populate the Mail Reader Process Details grid with the
process instances that meet your selection criteria.
Mail Reader Process Details
Instance
Displays the process instance ID.
Start Date/Time and End Date/Time Displays the date and time when the process instance started and
stopped.
Mail Reader Details
Click to access the Mail Reader Process Log page, which
displays statistics for a Mail Reader process instance.
Process Message Logs
Click to access the Process Monitor - Message Log page, which
displays detailed information about any errors that occurred
during the process.
Process Request Parameters
Click to access the Process Monitor - Process Request
Parameters page, which displays detailed information about any
errors that occurred during the process.
See product documentation for PeopleTools: PeopleSoft Process Scheduler.
Reviewing Detailed Process Information
These topics discuss how to:
•
Review mail reader statistics.
•
Review exception email.
Pages Used to Review Detailed Process Information
Page Name
Definition Name
Navigation
Mail Reader Process Log
RB_MAILREAD_LOG
Click the Mail Reader Details Review statistics for a specific
link on the Mailreader Process instance of the Mail Reader
Monitor page.
process.
Exception Email Details
RB_EMAIL_VIEWER
Click the Details link in the
Exception Details Captured
by this Mail Reader Instance
grid on the Mail Reader
Process Log page.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Usage
Review information about a
specific exception email.
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Understanding ERMS
Chapter 4
Mail Reader Process Log Page
Use the Mail Reader Process Log page (RB_MAILREAD_LOG) to review statistics for a specific
instance of the Mail Reader process.
Navigation
Click the Mail Reader Details link on the Mailreader Process Monitor page.
Image: Mail Reader Process Log page
This example illustrates the fields and controls on the Mail Reader Process Log page. You can find
definitions for the fields and controls later on this page.
Mail Reader Statistics
60
Mailboxes
Displays the number of mailboxes that were processed by
this Mail Reader instance. Mailbox statuses determine which
mailboxes the Mail Reader process accesses; mailbox polling
frequencies determine which mailboxes are accessed by any
particular Mail Reader process instance.
Exception Emails
Displays the total number of exception emails that were
processed by this Mail Reader instance. Exception emails are
emails that were caught by your mail filter definitions and
excluded from additional processing.
Unstructured Emails
Displays the total number of unstructured emails that were
processed by this Mail Reader instance.
Structured Emails
Displays the total number of structured emails that were
processed by this Mail Reader instance.
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Chapter 4
Understanding ERMS
Mail Box Details
This grid lists the mailboxes that were processed and, for each mailbox, displays the number of structured,
unstructured, and exception emails that were processed.
Exception Emails
This grid lists the exception emails that were processed by this Mail Reader instance.
Email From
Displays the sender's email address.
UID of Inbound Email (universal ID Displays the unique email identifier that People Tools generates.
of inbound email)
Mail Filter ID
Displays the ID of the mail filter that caused this email to be an
exception email.
Details
Click to access the Exception Email Details page, where you
can review detailed information about the email.
Exception Email Details Page
Use the Exception Email Details page (RB_EMAIL_VIEWER) to review information about a specific
exception email.
Navigation
Click the Details link in the Exception Details Captured by this Mail Reader Instance grid on the Mail
Reader Process Log page.
Image: Exception Email Details page
This example illustrates the fields and controls on the Exception Email Details page. You can find
definitions for the fields and controls later on this page.
Several of the fields on this page are the same as the identically-named fields on the Mail Reader Process
Log page.
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Chapter 4
Mail Box Details
Displays the description of the mailbox to which this email was
sent.
Email Message Id
Displays the email's unique identifier.
Subject and Message Text
Displays the content of the email.
Viewing Email Error Logs
These topics discuss how to:
•
View mailbox errors.
•
View mailbox controls.
•
View exception emails.
Pages Used to View Email Error Logs
Page Name
Definition Name
Navigation
Usage
Mailbox Errors
RB_MAIL_EXCP_LOG
Correspondence, Inbound
Email Error Log, Mailbox
Errors
View mailbox errors.
Mailbox Control
RB_MLR_ERR_CNTL
Correspondence, Inbound
Email Error Log, Mailbox
Control
View mailbox controls.
Exception UIDs
RB_UID_EXCP_LST
Correspondence, Inbound
Email Error Log, Exception
UIDs
View exception emails.
Related Links
Mail Reader Error Handling Options
Mailbox Errors Page
Use the Mailbox Errors page (RB_MAIL_EXCP_LOG) to view mailbox errors.
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Navigation
Correspondence, Inbound Email Error Log, Mailbox Errors
Image: Mailbox Errors page
This example illustrates the fields and controls on the Mailbox Errors page. You can find definitions for
the fields and controls later on this page.
Use this page to view logs that are generated when an error is encountered. Logs can be searched by
Mailbox ID, process instance number, and date ranges.
Mailbox Control Page
Use the Mailbox Control page (RB_MLR_ERR_CNTL) to view mailbox controls.
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Understanding ERMS
Chapter 4
Navigation
Correspondence, Inbound Email Error Log, Mailbox Control
Image: Mailbox Control page
This example illustrates the fields and controls on the Mailbox Control page. You can find definitions for
the fields and controls later on this page.
Use this page to view the list of mailboxes that are being processed by the Mail Reader at that instance
of time. When the process instance is completed, the status is set to Completed in the Tools Read Mail
Status column. You can use this page to check if the Mail Reader is working properly or not. For example,
if Mail Reader crashes for some reason, the mailboxes being processed would remain in In Process status
and would never be picked up by another instance of Mail Reader to read mails.
This page lets you clean up stalled process. To do so, select the entries you want to remove and click the
Delete Selected button. Entries with the Completed status are removed automatically by the Mail Reader
once the corresponding mailboxes are processed successfully.
Exception UIDs Page
Use the Exception UIDs page (RB_UID_EXCP_LST) to view exception emails.
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Navigation
Correspondence, Inbound Email Error Log, Exception UIDs
Image: Exception UIDs page
This example illustrates the fields and controls on the Exception UIDs page. You can find definitions for
the fields and controls later on this page.
The Mail Reader may encounter problems while processing emails that are fetched from mail server.
When that happens, the Mail Reader stops processing those emails further and stores their UIDs into
a log table so that other Mail Reader instances are aware of these problematic emails (if they are not
already deleted from the mail server) and do not spend resources processing them again. Administrators
can correct issues with these emails on the mail server or delete them from the mail server. When an
administrator successfully corrects an email, its corresponding entry needs to be deleted from this log so
that it can be processed by the Mail Reader. To remove an entry, select it and click Delete Selected button.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
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Chapter 5
Setting Up ERMS System
Understanding ERMS Setup
These topics discuss:
•
Mail servers and mailboxes.
•
Email handling options.
•
Email classification.
•
ERMS application engine processes.
•
Mail reader error handling options.
Note: These topics do not discuss routing rules for structured or unstructured email.
Related Links
Understanding Structured Email
Understanding Unstructured Email Routing
Mail Servers and Mailboxes
The ERMS system integrates with mail servers and mailboxes that you establish outside of the PeopleSoft
system. You use PeopleSoft MultiChannel Framework and PeopleTools Integration Broker to manage the
connection with these external systems.
You also establish mail server definitions and mailbox definitions within the ERMS system. The mail
server definition is minimal: it is the name of the physical mail server. The mailbox definition is more
extensive. It includes connection-related settings (such as the password that is used to access the mailbox
and the frequency with which the ERMS system fetches email from the external mailbox), as well as
email handling options such as:
•
Default group worklists to which emails are routed if no suitable group worklist is found.
•
Time limits after which the system sends notifications that an email has not yet been closed.
•
Auto-acknowledgement processing.
•
The from address that is to be used for automatic responses to email that comes to this mailbox.
•
Whether the mailbox is used for email from external customers or internal customers, which in turn
controls which types of business objects can be associated with email that is sent to this mailbox.
•
Email that is sent to external mailboxes can be associated with consumers.
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Setting Up ERMS System
•
Chapter 5
Email that is sent to internal mailboxes can be associated with workers.
Use internal mailboxes in conjunction with PeopleSoft HelpDesk or PeopleSoft HelpDesk for
Human Resources.
Note: Although you use pages in the Mailbox Definition component to set up the mailbox's routing rules
for unstructured email, these topics do not discuss those pages. Refer instead to the documentation for
unstructured email routing rules.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
Related Links
Understanding Structured Email
Understanding Unstructured Email Routing
Email Handling Options
In addition to the mailbox-level options, several system-wide options exist.
Business Object Associations
The mail reader process, which fetches each email from an external mailbox and saves it to PeopleSoft
tables, analyzes the from address of the email and looks for a customer or worker (depending on the
mailbox type: external or internal) to associate with the email.
Every inbound email must be associated with a PeopleSoft CRM business object. If the Mail Reader
process cannot identify the sender, select in each mailbox definition whether it should create a user based
on the email address, or associate the email with a specific person record that you've chosen to represent
all unknown users. The same unknown user setting applies to all mailboxes.
Email Reply Settings
In the System Installation component, define the following settings for email replies:
•
The correspondence template that formats the email history that the system automatically enters into
the body text of an email reply.
The CRM system delivers a template called Email History - Model 1 that you can use. If you do not
explicitly select a template, the following default text appears above the text of the original email:
<===== Received from <[email protected]> on <date.time>======>
•
Whether the email history appears at the beginning or end of the reply.
Initially, the email history is the only body text in the reply. Agents can manually add text anywhere.
But if they apply templates, the system inserts the template text before or after the existing text
depending on this system setting. That is, if you configure the system to keep the reply at the end of
the reply, then newly applied template text is added to the beginning of the existing body text instead
of the end.
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Chapter 5
Setting Up ERMS System
•
The greeting text to use when replying to an email. PeopleSoft delivers a template called
EmailGreeting that you can use.
•
The closing text to use when replying to an email.
PeopleSoft delivers a template called EmailClosing that you can use.
•
The subject text to use when replying to an email that has no subject.
Mail Filters
To boost the performance of the ERMS system and the productivity of the users who respond to email,
PeopleSoft provides the ability to filter spam email and keep the spam from being analyzed and routed.
You can set up mail filtering based on the sender's email address—either a fully qualified email address or
an entire domain. You can also use PeopleTools application classes to create your own email filters. The
pages where you define mail filtering include an option to identify a custom application class to use.
You can choose whether to remove the spam entirely or whether to keep it in an exception area, where it
remains available if you want to analyze filtering activity or if you want to look for email that was filtered
out erroneously.
Email History Tracking
PeopleSoft provides two levels of email history tracking:
•
An event history that is implemented in PeopleCode.
The system automatically creates an email history record when one or more of these conditions take
place:
•
•
An email is newly created.
•
Change of email status to canceled or complete occurs.
•
Change of group worklist name occurs, for example, when the email is reassigned.
•
An agent accepts the email.
An audit history.
The audit history displays field-level and record-level changes to email data. You set up audit
processing using PeopleSoft Application Designer and the Audit - Setup page.
User Settings
The ERMS system leverages the user settings that you define for correspondence management, including:
•
Approval processing.
If you designate an approver for a specific user, any email replies that the user sends are routed to
the approver, who can either approve or reject the reply. Use this option to ensure the quality and
consistency of your customer communications and to monitor the development of your workforce.
•
Default routing for responses to ad hoc email.
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Setting Up ERMS System
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If you use the ERMS system, each ad hoc email that is sent from the PeopleSoft CRM system
includes a context tag. If the recipient replies to an ERMS mailbox, and if the reply contains the
context tag, the system uses the context tag to identify the user who sent the original ad hoc email.
The system then routes the reply to a group worklist based on the Process Customer response as new
email system option.
See System Installations Page.
•
Default From addresses for email replies that are sent by the agent.
By sending replies from a system email address rather than a personal email address, agents can be
sure that any response from the customer is handled by ERMS. Different defaults exist depending on
whether the email is from an external mailbox, an internal mailbox, or an internal human resources
(HR) mailbox.
Note: These user settings are available for setup on Supervisor Desktop.
System Activities
On the email workspace, agents can search for transactions that can be associated with the emails that
they work on, or create new transactions that support the completion of the emails, such as creating a lead,
order, or case. The ERMS system provides the infrastructure for you to reference the application class
methods that are used to create those transactions for emails on the email workspace.
Related Links
Defining System Settings for Email Processing
"Understanding Audit Information (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
"Defining User Settings (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Email Classification
The ability to correctly identify the intent of an email enables more accurate suggestions to be given on
actions to resolve customer issues or on templates when you are sending replies. In the ERMS system, an
email can be classified using one or more of the following attributes:
•
Category: high-level classification of an email (for example, inquiry, problem, or spam).
Depending on the nature of an email (unstructured or structured) and system configuration, the
category of an email (if populated) can come from AMP or system default.
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•
Type: subdivision under a given category (for example, hardware problem or software problem).
•
Product Group: high-level product grouping (for example, air conditioner or refrigerator).
•
Product: specific products under a given product group (for example, air conditioner with product ID
A123 or fridge with product ID F234).
•
Mood: email sender's general disposition (for example, disappointed, neutral, or happy).
•
Priority: priority of the email.
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Chapter 5
Setting Up ERMS System
•
Language: language used in the email.
Agents can manually adjust these classification values if needed. ERMS uses these values as search
criteria to find matching solutions and actions that may resolve customer issues raised in the email, and to
find matching correspondence templates for the email response.
Related Links
Recommended Actions Page
Understanding Email Management
"Defining Template Categories and Types (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Understanding Products in PeopleSoft CRM (PeopleSoft CRM 9.2: Product and Item Management)"
ERMS Application Engine Processes
ERMS relies on several PeopleSoft Application Engine (AE) processes to read emails from an external
mailbox, analyze them, take proper email actions, and send alerts when they are not handled within the
specified time period. The ERMS Processes topic of the Understanding ERMS topics describe what these
processes do; this topic discusses setup tasks for these processes.
See ERMS Processes.
Process Parameters
To set up ERMS, you define:
•
The number of emails that the mail reader process works with at a time.
•
The process scheduler server where the ERMS processes run.
Note: The process scheduler server needs to be run on either a Windows NT or UNIX machine at all
times, regardless of database, to support all ERMS processes.
•
The run frequency for processes other than the mail reader process.
The mail reader process frequency is based on the polling frequencies that you define for your ERMS
mailboxes.
•
Run control information for the inbound email search index.
The search index is used in email content-based routing.
Process Notifications
Because ERMS depends on its PeopleSoft AE processes, prompt notifications of process failures can be
important.
PeopleSoft Process Scheduler enables you to set up notifications that are sent when a process or job
finishes successfully or when an error occurs in the process or job.
When you set up your ERMS system settings, process-specific links navigate you directly to the
PeopleTools pages where you set up these notifications.
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Setting Up ERMS System
Chapter 5
Mail Reader Error Handling Options
ERMS Mail Reader uses PeopleTools APIs to fetch emails from the mail server. When an email is not
fetched successfully, these APIs return an error code. Mail Reader invokes the Error Mail Handler using
this error code to take the appropriate action.
The setup for handling mail reader errors includes these steps:
1. Define actions.
See Define Action Code Page.
2. Define action groups.
See Define Action Groups Page.
3. Map action groups and error codes.
The system triggers desired actions based on the error that occurs.
See Map Error and Action Group Page.
Delivered Actions
This table provides a list of system-delivered action codes:
Action Code
Description
CUSTM
Customized Action List Application Class
DELEML
Delete Email from Mail Server
INACTM
Inactive or Skip the same Mailbox
LGTBL
Log into Exceptional Table
NDFWL
Not to Routing To Default Worklist
NSTEML
Not to store Email in CRM tables
NTFY
Notify Action
RETEML
Retain Email from Mail Server
STEML
Store Email in CRM table
Delivered Action Groups
This table provides a list of system-delivered action groups:
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Chapter 5
Setting Up ERMS System
Action Group
Description
000
Successful
001
Connector Size Overflow
002
PSFT IB threshold Size Overflow
004
Connecting to the mail server failed
007
Unsupported Encoding
008
Cannot write to the attachment Repository
009
Messages were downloaded to repository and deleted from
mail server
010
Generic Email Connect Error
013
Internal Error
9993
Integration Broker or Gateway Problem. Please Check with the
Administrator
9994
Not able to fetch further email. Too many bad emails
9995
UID Empty
9996
Inbound Email CI Save Error!
9997
Inbound Email CI Create Error!
9998
Abort Error
9999
Unknown Error
Related Links
Viewing Email Error Logs
Defining Correspondence Management for ERMS
Correspondence management functionality is common to all PeopleSoft CRM applications. ERMS
leverages this functionality extensively. Correspondence management is documented in detail in
thePeopleSoft CRM Automation and Configuration Tools.
These correspondence-management implementation steps are crucial to ERMS:
•
Define worklists.
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Setting Up ERMS System
Chapter 5
If you use the Group Worklist page to create queues (so that agents can use the Multichannel Toolbar
to accept inbound email), define your ERMS system settings before creating worklists. ERMS system
settings include certain defaults that are required when you are creating queues from the Group
Worklist page.
See "Defining Worklists (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
See Defining System Settings for Email Processing.
•
Define general settings for correspondence.
In particular, be sure to define agent settings such as approval requirements and default from
addresses for outbound email.
See "Understanding Correspondence and Notification Settings (PeopleSoft CRM 9.2: Automation and
Configuration Tools)".
See Configure Agent - Email Configuration Page.
•
Define settings for template-based correspondence.
See "Understanding Correspondence Generation (PeopleSoft CRM 9.2: Automation and
Configuration Tools)".
•
Define correspondence templates.
See "Understanding Correspondence Templates (PeopleSoft CRM 9.2: Automation and Configuration
Tools)".
Defining System Settings for Email Processing
To define system settings for email processing, use the System Installation (RB_ERMS_INSTAL)
component.
These topics list prerequisites and common elements and discuss how to:
74
•
Define system settings for email processing.
•
Define reply with history templates.
•
Specify email greetings.
•
Specify email closing text.
•
Define subject text for replies to email with no subject.
•
Define ERMS process notifications.
•
Define system activities.
•
Identify email workspace fields for mapping.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 5
Setting Up ERMS System
Pages Used to Define System Settings for Email Processing
Page Name
Definition Name
Navigation
Usage
System Installations
RB_ERMS_SYSDEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, System
Installation, System
Installations
Define settings for email
processing, including:
History Templates
RB_ERMS_TMPL_DEFN
•
Greeting Templates
Closing Templates
•
No Subject Phrase
Click the Set Up History
Template button on the
System Installations
page.
•
General email handling
options.
•
Mailbox and queue
defaults.
•
Processing rules for the
mail reader process and
other ERMS processes.
•
Define reply with history
templates.
•
Specify email greetings.
Click the Set Up Greeting •
Template button on the
System Installations
•
page.
•
Click the Set Up Closing
Template button on the
System Installations
page.
•
Click the Set Up No
Subject Phrase button on
the System Installations
page.
Specify closing text for
email.
Define the default subject
text to use when replying
to an email that has no
subject.
Process Notifications
RB_PRCS_NOTIFY
Set Up CRM, Product
Related, Multichannel
Definitions, Email, System
Installation, Process
Notifications
Define notifications for the
PeopleSoft AE processes that
are used in ERMS.
Job Notification
PRCSJOBNOTIFY
On the Process Notifications
page, click the Setup Process
Notifications link next to an
unstructured content analysis
job.
Define the messages that are
to be sent when a job finishes
successfully or when an error
occurs in the job.
System Activities
RB_EM_ACTIVITY
Set Up CRM, Product
Related, Multichannel
Definitions, Email, System
Installation, System
Activities
Define system activities.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
CRM objects can be created
from the email workspace.
Specify corresponding
application classes that are
used to create them on this
page.
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Chapter 5
Prerequisites
Before you set up system settings for ERMS:
•
Define the person(s) who will represent unknown senders.
Enter one name for role type 4 (Employee) and one name for role type 9 (Consumer). Set up these
person(s) in the Worker component, and enter the minimum required data. The person's name for the
appropriate role type appears on all emails for which the sender is not identified. To associate a role
type with the name, enter each of these person names and role types on the Anonymous Object page
of the Installation Options component. You might enter role type ID of 4 for the name of Anonymous
Employee and role type ID of 9 for name of Anonymous User. This is, however, not necessary if
you specify in the mailbox definition that you want the system to create a user automatically for
unidentified email senders.
•
Define correspondence templates that control the presentation of the email history that the system
enters into the body text of the reply.
You can use the delivered template Email History - Model 1 as a model for this. If you do not
explicitly select a template, the following default text appears above the text of the original email:
<===== Received from <[email protected]> on <date.time>======>
•
Define the default multichannel queue clusters for agents to use Multichannel Toolbar to receive
inbound emails.
This enables you to create multichannel queues from the CRM Group Worklist page; the queues use
the default queue cluster that you establish.
Related Links
"Understanding Correspondence Templates (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Setting Up Universal Queuing
"Understanding Workers in CRM (PeopleSoft CRM 9.2: Business Object Management)"
"Setting Up PeopleSoft CRM Application Installation Options (PeopleSoft CRM 9.1 Application
Fundamentals PeopleBook)"
Common Element Used to Define System Settings for Email Processing
Language Code
Select the language for which you are defining templates. The
language that you select limits the prompt on the Template
Name field so that you can select only templates of the
appropriate language. At runtime, the preferred language of the
user who is sending the email determines which settings are
used.
System Installations Page
Use the System Installations page (RB_ERMS_SYSDEFN) to define settings for email processing,
including general email handling options, mailbox and queue defaults, and processing rules for the mail
reader process and other ERMS processes.
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Chapter 5
Setting Up ERMS System
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, System Installation, System
Installations
Image: System Installations page (1 of 2)
This example illustrates the fields and controls on the System Installations page (1 of 2). You can find
definitions for the fields and controls later on this page.
Image: System Installations page (2 of 2)
This example illustrates the fields and controls on the System Installations page (2 of 2). You can find
definitions for the fields and controls later on this page.
System Settings
Commit Frequency For Emails
Enter the number of emails that the mail reader process handles
between commits. The mail reader process reads emails from an
external mailbox and copies the data into the PeopleSoft CRM
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Setting Up ERMS System
Chapter 5
database. The data is saved only when the mail reader process
issues a commit command.
Higher numbers improve performance. Lower numbers
minimize the amount of reprocessing that must be done when
a process failure occurs. (Because the mail reader process
removes email from the external mailbox only after committing
the data, mail reader process interruptions cause reprocessing,
but do not result in lost data.) The default value is 10.
ERMS Process Scheduler
Enter the process scheduler server on which the ERMS
processes run. Because ERMS is process-intensive, setting
up a dedicated ERMS process scheduler server improves
performance.
Use Email Workspace while
Select to have the system launch the email workspace for agents
responding to an existing notification to compose and send response to existing email. If this option is
clear, the system launches the Outbound Notification page for
sending email replies.
Process customer response as new
email
Select to have the system route any incoming threaded email
as a new mail, namely using the usual routing rules for
unstructured email. For example, if the system successfully
identifies a context tag in the incoming threaded email, it sends
the inbound email to the last group worklist associated with the
previous inbound email.
See Routing Methods.
If this option is clear, the inbound email is routed to the group
worklist to which the sender of the previous outbound email
belongs.
Add every notification as Note to the Select to have the system add a note to a case whenever an
Associated Case
inbound email is received or outbound email sent for that case.
If the email contains attachments, they are added as case note
attachments. The system creates an interaction for each inbound
and outbound email.
This feature applies to reminders as well (for cases).
See "Understanding Notes and Attachments (PeopleSoft CRM
9.2: Call Center Applications)".
Mailbox and Queue Defaults
Warning Notification, Routing Rule
Type, Auto Acknowledgement, and
Automatic Routing
Set default values for the identically named fields on the
Mailbox Definition page. These fields control mailbox-level
characteristics, such as email routing, response time alerts,
automatic acknowledgements, and so on.
See Defining Mailboxes.
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REN Server Cluster ID (real-time
event notification server cluster ID)
Set a default queue cluster to be associated with queues that
the system creates when you set up queues and agents using
PeopleSoft CRM group worklists.
Maximum Workload and Skill level
Set default values to be associated with agent definitions that
the system creates when you set up queues and agents using
PeopleSoft CRM group worklists. The values in these fields are
used to determine an agent's capacity to accept additional work
and thus to determine the agent to whom a new email is routed.
Content Analysis and Time Out Scheduler Sleep Time
Mail Processor Sleep Time
Enter the frequency with which to run the email process, which
attempts to trigger proper email actions, including routing
emails to worklists. This frequency determines how quickly new
email is routed to agents for handling and thus can affect your
agent's ability to meet email due dates.
Time Out Scheduler Sleep Time
Enter the frequency with which to run the Time Out Process
Handler process, which schedules reminder notifications for
emails that have not been closed within the mailbox-level or
worklist-level response times.
Unit of Time
For each sleep time that you define, enter Minutes, Hours, or
Days as the unit of time.
Build Search Index Run Control, Reply With History On, Templates and No
Subject Phrase
Search Index Run Control
Enter the search index run control to be used to build the search
index for unstructured inbound email messages. When you save
this page, the system creates the run control using the name
entered here.
After saving this page, navigate to the Build Search Index page
(PeopleTools, Search Framework, Administration, Schedule
Search Index) to verify the search index run control.
Important! Make sure that the run control for this search index
is set to always run in the Full index.
Do not manually schedule a PTSF_GENFEED process to build
the search index for unstructured inbound email messages.
Also, make sure that the CR_CRO_INBOUND_EMAIL search
definition and search category are at the deployed status.
Reply With History On
Select Bottom or Top to determine whether the text of an
inbound email is kept at the beginning or end of a reply. For
example, if you select Bottom, then applying a template to the
outbound email inserts the template text before any existing
body text.
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Spam Category
Specify the category to be used for spam mail. The systemdelivered category is called Spam.
Set Up History Template
Click to access the History Templates page, where you select
language-specific templates to be applied when agents choose to
include the original email text in an email reply.
If you do not explicitly set up history templates, the following
default text appears above the text of the original email:
<===== Received from <[email protected]> on <date.
time>======>
Set Up Greeting Template
Click to access the Greeting Templates page, where you select
language-specific greeting text phrases to be applied when
agents respond to incoming email.
Set Up Closing Template
Click to access the Closing Templates page, where you select
language-specific closing text phrases to be applied when agents
respond to incoming email.
Set Up No Subject Phrase
Click to access the No Subject Phrase page, where you enter
language-specific text phrases to be used as the subject of an
email reply when the original email does not have a subject.
Related Links
"Understanding CRM Worklists (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Understanding PeopleSoft Search Framework Implementation for CRM (PeopleSoft CRM 9.2:
Automation and Configuration Tools)"
"Understanding Global Search for CRM (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Understanding PeopleSoft Search Framework Definitions for CRM (PeopleSoft CRM 9.2: Automation
and Configuration Tools)"
"Understanding Runtime Search Options (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
History Templates Page
Use the History Templates page (RB_ERMS_TMPL_DEFN) to define reply with history templates.
Navigation
Click the Set Up History Template button on the System Installations page.
Image: History Templates page
This example illustrates the fields and controls on the History Templates page. You can find definitions
for the fields and controls later on this page.
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Chapter 5
Setting Up ERMS System
Template Name
Select the template for the system to use when entering the text
of the original inbound email to the body of the new outbound
email. Select a template, not a template package.
At a minimum, the templates that you select must contain the
text of the original email; use the delivered History Email Body
term for this. Optionally, you can include front matter or end
matter in the appropriate language.
Related Links
"Understanding Correspondence Templates (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Greeting Templates Page
Use the Greeting Templates page (RB_ERMS_TMPL_DEFN) to specify email greetings.
Navigation
Click the Set Up Greeting Template button on the System Installations page.
Image: Greeting Templates page
This example illustrates the fields and controls on the Greeting Templates page. You can find definitions
for the fields and controls later on this page.
Template Name
Select the template for the system to include a greeting in the
new outbound email. Select a template, not a template package.
Related Links
"Understanding Correspondence Templates (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Closing Templates Page
Use the Closing Templates page (RB_ERMS_TMPL_DEFN) to specify closing text for email.
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Navigation
Click the Set Up Closing Template button on the System Installations page.
Image: Closing Templates page
This example illustrates the fields and controls on the Closing Templates page. You can find definitions
for the fields and controls later on this page.
Template Name
Select the template for the system to include a closing message
in the new outbound email (for example, a diser from your
company). Select a template, not a template package.
Related Links
"Understanding Correspondence Templates (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
No Subject Phrase Page
Use the No Subject Phrase page (RB_ERMS_TMPL_DEFN) to define the default subject text to use
when replying to an email that has no subject.
Navigation
Click the Set Up No Subject Phrase button on the System Installations page.
Image: No Subject Phrase page
This example illustrates the fields and controls on the No Subject Phrase page. You can find definitions
for the fields and controls later on this page.
No Subject Phrase
Enter a default subject to use for replies to email with no subject
text to avoid sending replies with insufficient identifying
information in the subject.
Process Notifications Page
Use the Process Notifications page (RB_PRCS_NOTIFY) to define notifications for the PeopleSoft AE
processes that are used in ERMS.
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Chapter 5
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, System Installation, Process
Notifications
Image: Process Notifications page
This example illustrates the fields and controls on the Process Notifications page. You can find definitions
for the fields and controls later on this page.
The grid on this page lists all ERMS processes: five PeopleSoft Application Engine processes and one
job, which consists of two other PeopleSoft Application Engine processes.
Setup Process Notifications
Click to access the Processes - Notification page (for any of the
PeopleSoft AE processes) or the Job Notification page (for the
unstructured content analysis job). These are both PeopleSoft
Process Scheduler pages. Use these pages to define messages to
be sent when the process or job finishes successfully or when an
error occurs in the process or job.
See the product documentation for PeopleTools: PeopleSoft Process Scheduler.
System Activities Page
Use the System Activities page (RB_EM_ACTIVITY) to define system activities.
CRM objects can be created from the email workspace. Specify corresponding application classes that are
used to create them on this page.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, System Installation, System
Activities
Image: System Activities page
This example illustrates the fields and controls on the System Activities page. You can find definitions for
the fields and controls later on this page.
Enable
Select the transactions that agents can search for or create within
the email workspace and associate them with email.
Activity Type
Select the CRM object that agents can create from the email
workspace.
Application Class ID and Application Specify the path and ID of the application class program that is
Class Path
written to create transactions of the corresponding CRM object.
Related Links
Related Transactions
Identifying Email Workspace Fields for Mapping
See Identifying Email Workspace Fields for Mapping.
Defining Mail Servers
This topic lists prerequisites and discusses how to register mail servers in the ERMS system.
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Page Used to Define Mail Servers
Page Name
Definition Name
Navigation
Usage
Mail Server Definition
RB_MAILSERVER_DEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security, System
Parameters/Defaults, Mail
Server Definition
Define mail servers in the
ERMS system.
Prerequisites
Before you define mail servers and mailboxes within the ERMS system, you must:
1. Set up the external mail servers and mailboxes that the ERMS system will monitor.
You set up physical mail servers and mailboxes outside of the PeopleSoft system. The PeopleSoft
ERMS system supports both POP3 and IMAP4 email protocols.
2. Set up the integration between these external systems and your PeopleSoft system:
a. Configure the PeopleSoft Integration Broker gateway for the email channel.
b. Configure the GETMAILTARGET connector properties on the MCF_GETMAIL node.
Make sure that all of the transactions of MCF_GETMAIL node are set to active on the Service
Operations: General page. For more information about nodes, refer to the Configuring Nodes
topics of the PeopleTools: PeopleSoft Integration Broker Administration documentation.
The PeopleSoft MultiChannel Framework documentation discusses these processes in the topics on
configuring the email channel.
See PeopleTools: PeopleSoft MultiChannel Framework
Mail Server Definition Page
Use the Mail Server Definition page (RB_MAILSERVER_DEFN) to define mail servers in the ERMS
system.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, System
Parameters/Defaults, Mail Server Definition
Image: Mail Server Definition page
This example illustrates the fields and controls on the Mail Server Definition page. You can find
definitions for the fields and controls later on this page.
Mail Server Name
Enter a row of data for each mail server that the ERMS system
will access. The name that you enter here must match the name
of the physical mail server.
When you set up mailboxes, you will associate each mailbox
with one of the mail servers that are listed here. This association
gives the mail reader process the information that it needs to
find the external mail server from which the mailbox's emails
are fetched.
Defining Mail Filters
To define mail filters, use the System Parameters/Defaults (RB_ERMS_SETUP) component.
These topics discuss how to:
•
Set up address-based and domain-based filters.
•
Create application classes for custom mail filtering.
•
Apply email filters.
Pages Used to Define Mail Filters
86
Page Name
Definition Name
Navigation
Usage
Spam List
RB_SPAM_LIST_DEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security, System
Parameters/Defaults, Spam
List
Set up address-based and
domain-based filters.
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Chapter 5
Setting Up ERMS System
Page Name
Definition Name
Navigation
Usage
Mail Filters
RB_ERMS_SETUP
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security, System
Parameters/Defaults, Mail
Filters
Activate the filters that you
set up on the Spam List page,
and apply your own custom
email filters.
Spam List Page
Use the Spam List page (RB_SPAM_LIST_DEFN) to set up address-based and domain-based filters.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, System
Parameters/Defaults, Spam List
Image: Spam List page
This example illustrates the fields and controls on the Spam List page. You can find definitions for the
fields and controls later on this page.
Email Address/Domain Name
Enter a full email address or a domain name from which you
want to block all email.
Type
Select Email or Domain to indicate the type of address being
blocked.
Note: To activate the filters that you set up on this page, access the Mail Filters page and ensure that the
delivered SYS_SPAM_LIST filter is active.
Creating Application Classes for Custom Mail Filtering
To implement mail filtering other than by email address or domain, create an application class method
that identifies the emails to be discarded.
PeopleSoft provides a base class called MailFilter that you extend when creating your own filters. The
delivered base class is in the RB_MCF_SETUP package. PeopleSoft also delivers the SYS_SPAM_LIST
class, which you can clone as a starting point.
Properties of the Base Class
This table explains the base class properties:
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Property
Description
EmailRow
Identifies a row of data that is retrieved by the PeopleTools
MCFGetMail application programming interface (API) using
the Message Structure MCFEM_RES_READALL. This
message is made up of the MCFEM_RES_MAIN record and
its child record MCFEM_RES_PART.
DomainName
The domain from the sender's email address.
The MailFilter constructor populates this property for the
specified email.
FromEmailAddress
The sender's full email address.
The MailFilter constructor populates this property for the
specified email.
MailFilter(&Row1 As Row) Method
The MailFilter(&Row1 As Row) method uses the &Row1 parameter to populate the DomainName,
FromEmailAddress, and EmailRow properties of the class. It accepts this parameter:
Input Parameter
Description
&Row1
A row type object for which the main record is MCFEM_RES
_MAIN.
No return parameters are available.
IsFromEmailAddressValid() Method
IsFromEmailAddressValid() sets a Boolean value that indicates whether the email is valid. When you
create your own mail filters, your custom logic goes here. The returned value is trapped by the mail reader
process and is used in this way:
Return Value
Description
False
The email is considered to be an exception email and is
discarded before any further processing takes place.
True
The email is valid.
Sample Code
This sample code filters out email from [email protected]:
import RB_MCF_SETUP:*;
class CstmFilter1 extends MailFilter;
method CstmFilter1(&Row1 As Row);
method IsFromEmailAddressValid() Returns boolean;
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end-class;
method CstmFilter1
/+ &Row1 as Row +/
%Super = create MailFilter(&Row1);
end-method;
method IsFromEmailAddressValid
/+ Returns Bool +/
If (%This.FromEmailAddress = "[email protected]") Then
Return False;
Else
Return True;
End-If;
end-method;
See the product documentation for PeopleTools: PeopleCode Developer's Guide and PeopleTools:
PeopleCode Language Reference.
Mail Filters Page
Use the Mail Filters page (RB_ERMS_SETUP) to activate the filters that you set up on the Spam List
page, and apply your own custom email filters.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, System
Parameters/Defaults, Mail Filters
Image: Mail Filters page
This example illustrates the fields and controls on the Mail Filters page. You can find definitions for the
fields and controls later on this page.
Mail Filter ID and Description
Enter a name and description for your custom mail filter.
PeopleSoft delivers a mail filter with the ID SYS_SPAM_LIST.
This filter blocks email from the addresses and domains that you
enter on the Spam List page. You cannot edit or delete the data
for this filter.
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Status
Select to activate the mail filter. The email addresses and
domain filters that you set up on the Spam List page are active
only if you activate the SYS_SPAM_LIST filter here.
Application Class ID, Package Tree
Viewer, and Application Class Path
Enter the ID and path for an application class that performs
custom mail filtering. Click the Package Tree Viewer link to
access the Application Packages Lookup page, where you can
browse for application classes and select one to use.
Retain Email Body As Exception
Select to have the ERMS mail reader process to save the text of
any email that has been blocked by this filter. The blocked email
is not routed for handling, but an administrator can review the
blocked emails on the Exception Email Details page.
If this option is cleared, you can still review summary
information about the email on the Mail Reader Process Log
page, but you will not be able to view the email's body text.
Related Links
"Understanding Application Classes and Packages (PeopleSoft CRM 9.2: Automation and Configuration
Tools)"
Exception Email Details Page
Defining Mailboxes
To define mailboxes, use the Mailbox Details (RB_MAILBOX_DEFN) component.
These topics list prerequisites and discuss how to:
•
Define mailbox settings.
•
Associate categories with recommended actions.
•
Configure the activity list.
•
Clone a mailbox.
Note: These topics discuss only the general-purpose pages in the Mailbox Details component: the
Mailbox Definition page and the Clone Mailbox page. Other pages in the component are used to set up
email routing rules and are described in that context.
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Pages Used to Define Mailboxes
Page Name
Definition Name
Navigation
Usage
Mailbox Definition
RB_MAILBOX_DEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Mailbox Details, Mailbox
Definition
Define a mailbox, its
connection settings, and its
email handling options.
Recommended Actions
RB_MB_RECMDACTIONS
Set Up CRM, Product
Related, Multichannel
Definitions, Email,
Define Servers and
Security, Mailbox Details,
Recommended Actions
Associate categories with
actions, which appear in email
workspace as recommended
actions.
Mailbox Activity List
RB_MBOX_ACTIVITY
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Mailbox Details, Mailbox
Activity List
Specify the list of activities
to be used in the email
workspace for users to search
for recent activities and create
new ones.
Clone Mailbox
RB_MBOX_SAVEAS
Click the Clone Mailbox
button on the Mailbox
Definition page.
Clone an existing mailbox.
Default Solution Template
RB_EM_SOL_TMPL
Click the Set Default Solution Select a default solution
Template button on the
template.
Mailbox Definition page.
Related Links
Understanding Unstructured Email Routing
Prerequisites
Before you begin defining mailboxes, define the mail server for the mailbox.
Also, define these users and group worklists that are associated with the mailbox:
•
The worklist owner (a worker).
•
The default group worklist for the mailbox.
•
The group worklist to which emails that cannot be handled due to processor errors are sent.
These prerequisites are required if you want to implement the associated functionality:
•
To define an auto-acknowledgement message for this mailbox, first create the template and a template
package that contain the text of the auto-acknowledgement message.
•
To define customer-based routing, first create the application class that is invoked during customerbased routing.
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Mailbox Definition Page
Use the Mailbox Definition page (RB_MAILBOX_DEFN) to define a mailbox, its connection settings,
and its email handling options.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Mailbox Definition
Image: Mailbox Definition page (1 of 2)
This example illustrates the fields and controls on the Mailbox Definition page (1 of 2). You can find
definitions for the fields and controls later on this page.
Image: Mailbox Definition page (2 of 2)
This example illustrates the fields and controls on the Mailbox Definition page (2 of 2). You can find
definitions for the fields and controls later on this page.
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Mailbox ID and Description
Chapter 5
Displays the mailbox ID. The ID is used for internal purposes
only and does not have to relate to the actual email address that
is represented by this mailbox.
Be sure to enter a meaningful description for the mailbox
because the description appears in several places throughout the
system.
Status
Select a status: Active or Inactive. The Mail Reader process
fetches inbound email from active mailboxes only.
Clone Mailbox
Click to access the Clone Mailbox page and create a new
mailbox based on this mailbox definition.
Mailbox Type
Select External if this mailbox receives email from external
customers. For example, your sales and customer support email
boxes are external.
Select Internal if you use this mailbox in conjunction with
PeopleSoft HelpDesk, and select Internal H (Internal HR) if you
use this mailbox in conjunction with PeopleSoft HelpDesk for
Human Resources.
Select Higher Ed if you use this mailbox to receive Higher
Education-specific email messages.
This setting controls which types of people (workers or
customers) are associated with the email that this mailbox
receives. Also, when agents reply to such email, this setting
determines the default from address of the reply. Configure
the default from addresses on the Agent Setup page for
correspondence management or from the Supervisor Desktop.
Email Address Information
The mail reader process uses the information in these fields to fetch email from this mailbox. These fields
are relevant to both structured and unstructured emails.
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Mail Server Name
Enter the name of the mail server for this mailbox.
Email Account
Enter the name of the mailbox on the mail server. This is the
name that your email system uses to identify the email account;
it may not match the email address.
Password and Confirm Password
Enter a password that the ERMS mail reader process can use to
access the mailbox. Passwords are case-sensitive. To keep your
password secure, the system displays asterisks instead of the
text that you enter. Because you cannot visually verify that you
have entered the correct password, you must confirm your data
entry by entering the password twice.
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Chapter 5
Setting Up ERMS System
Email Handling
Reply to Address
Enter the email address from which automatic replies are sent.
The reply to address can be the same as the current mailbox, or
it can be any other mailbox that you set up in the ERMS system.
This is also the default from address for manual email responses
that are sent by users who do not have a user-specific default
from address.
Mailbox Owner
Enter the name of the person in the CRM system who has the
overall responsibility for the mailbox. The system sends this
person notifications for each email that has not been closed (
indicated with a Complete status) within the warning and final
notification time frames. The mailbox owner can accept or take
ownership of any email if he is also a member of the worklist to
which the email is routed.
Admin Group Worklist
(administrator group worklist)
Select the group worklist where emails are routed when
processor or system-related errors occur. For example, if the
automatic mail processing (AMP) rules engine fails and cannot
process emails, they are sent to this worklist and reviewed by
administrators. This is a required field.
Default Group Worklist
Enter the default group worklist. Email that is sent to this
mailbox is routed to the default group worklist in these
situations:
•
The automatic routing option is not selected for this
mailbox.
If the Automatic Routing check box is clear, all incoming
email messages are sent to the default worklist directly and
they do not go through any mail processes.
Warning Notification, Final
Notification, and Unit of Time
•
The inbound email contains a context tag, but the threadbased routing routine is unable to identify a worklist.
•
The mail process is unable to identify a worklist.
•
The rules engine for AMP is unable to perform actions on
the email.
Enter the time period after which the system will send
notifications to the mailbox owner if the email has not yet been
closed. Select Minutes, Hours, or Days as the unit of time for
these time periods.
The external mailbox records the time and date when the email
arrives in the ERMS system; this is the starting point for the
warning and final notification period deadline. The time period
is calculated using a 24-hour clock, without regard to your
organization's business hours.
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The final notification time is the deadline for responding to
and closing the email. The warning notification time alerts the
mailbox owner that the organization is at risk for missing the
deadline. Therefore, the warning notification time is shorter than
the final notification time.
The system resets the external time that the email is forwarded
to another mailbox.
Polling Frequency and Unit of Time
Enter the frequency with which the mail reader process pulls
incoming email from the mail server into the PeopleSoft
database. Select Minutes, Hours, or Days as the unit of time for
the polling frequency.
To minimize connection-related overhead while still ensuring
prompt receipt of incoming email, poll mailboxes that receive
the heaviest traffic are polled more frequently than lessfrequently used mailboxes.
Language Code
Select the language in which the mailbox is processing.
Default Business Unit
Enter a business unit for the mailbox definition to be used for
the creation and search of transactions, as well as for business
object search that is initiated from email. For example, if an
agent creates a case from an email, the business unit that is
specified in this email's mailbox becomes the business unit for
the newly created case. If you perform a business object search
on an email, the search is refined by the mailbox's business unit.
If the feature to create cases for inbound email is enabled for
a group worklist, and in order to create a case for an inbound
email, the system needs to access the mailbox definition of that
inbound email to identify the email business unit, the default
business unit is then used as the email business unit to derive
the appropriate business unit and display template family for the
new case. This condition applies if the mailbox that is associated
with the inbound email is of type Internal, Internal H, or Higher
Education.
This field is unavailable for the external type mailboxes.
See "Group Worklist Page (PeopleSoft CRM 9.2: Automation
and Configuration Tools)".
Set Default Solution Template
Click to specify a template that is used to apply to solutions that
can be submitted along with emails.
To make a template available for solutions, add the solution
usage to this template's package.
Templates are language-specific.
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Email Business Unit Mapping
This section appears if the mailbox type is External. This customer setID and email business unit mapping
is used for the feature that, when enabled for a group worklist, creates cases for inbound email that are
routed to that group worklist. The system uses the business unit and display template family code that are
specified in group worklist definition to construct the case prior to populating email data to the case. If
these default values are not specified for the group worklist, the system goes to the mailbox definition for
the inbound email to collect the needed information from the email business unit mapping. First of all, the
system identifies the setID of the email sender, who is also the customer of the new case. Then, it looks
at the mapping to find out the matching email business unit. From the definition of the matching email
business unit, the system knows which business unit and display template family to use for the case.
For mailboxes of types Internal and Internal HR, the default business unit is used as the email business
unit to derive the corresponding business unit and display template family for case creation.
Information in this section is not used if the case defaulting information is already specified in the group
worklist definition.
Default, Customer Setid and Email
Business Unit
Enter a setID of case customers and map it with an email
business unit, which is associated with business units and
display template families that the system uses to create cases
and other supported CRM transactions. The selected setID
determines the list of email business units available for selection
by tableset control.
If a customer setID cannot be identified from the inbound
email successfully, the entry marked as Default is used for case
creation.
See "Group Worklist Page (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
Auto Acknowledgement
Always Auto-Acknowledge
Select to make the system automatically send an
acknowledgement response to every email that is sent to this
mailbox. The automated acknowledgement is sent after the
email is routed to a worklist.
Only while not Auto-Responding
Select to make the system automatically send an
acknowledgement response only if it cannot provide an
automated reply. This option works with the rule and action
setup for AMP. If the action that the rules engine can trigger for
an email is an auto-response, no automated acknowledgement
response is sent. Otherwise, an automated acknowledgement is
sent to the email sender.
Determine from Rule
Select to let the rules engine decide whether to send automated
acknowledgement for email.
At runtime, the rules engine processes each email that arrives
and triggers automated acknowledgement action if the
conditions are satisfied. If the action cannot be performed, it
will be recorded in the AMP log.
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If you select this option, you may want to add the autoacknowledgement action to all the rules that are associated
with the mailbox, because the rules engine triggers the autoacknowledgement action only if this option is selected. This
action is bypassed if another option in this group box is selected.
Never Auto-Acknowledge
Select to stop the system from sending any automatic
acknowledgment response.
Template Package
Select the template package that defines the text of the
acknowledgement email if you select Always Auto-Acknowledge
or Only while not Auto-Responding. This package must include
a template that can be used for the email channel. Because the
system may not be able to identify the person to whom the
acknowledgement is being sent, the template should not include
any recipient-based terms.
PeopleSoft delivers a package called Auto Acknowledgement
that you can use for this purpose.
Create New Customer
Use this group box to configure how the mailbox acts if the mail reader process cannot identify email
senders from the database.
Create new user based on Email
Select to let the system create a new user based on the setting of
the business unit that is associated with the mailbox. The ERMS
system creates the user with a role type that is appropriate to
the type of the mailbox (for example, the user is in a role type
of worker if the mailbox is for internal use). The mail reader
process derives the user name from the email address. For the
email address [email protected], the first name of the user
would be [email protected] and the last name domain.com.
Using Anonymous User
Select to let the system assign the email to the anonymous
user who is specified on the Anonymous Object page of
the Installation Options component. If the mailbox type is
Internal or Internal HR, the system uses the default Anonymous
Employee entry (with the Worker role type) to derive the BO
ID; for other mailbox types, the Anonymous User entry (
with the Individual Consumer role type) is used. When you
view the email from the email workspace, the role type of this
unknown user is not provided and the representing information
is unavailable.
Unstructured Email Processing
Application Class ID, Application
Class Path, and Package Tree
Viewer
98
Enter the ID and path for the application class to be used
to activate customer-based routing rules that you have
programmed using application classes. Click the Package Tree
Viewer link to access the Application Packages Lookup page,
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Chapter 5
Setting Up ERMS System
where you can browse for application classes and select one to
use.
PeopleSoft does not deliver any application classes for
customer-based routing; you must create your own. For
example, if you integrate with PeopleSoft Enterprise
Performance Management, you could create an application class
that routes email based on the customer value.
See Defining Customer-Based Routing Rules.
Routing Rule Type
Select the method to be used when calculating worklist scores
for this mailbox's email. Two ways to calculate worklist scores
are available: Average Query Group Score and Highest Query
Group Score. The system routes the email to the worklist with
the highest worklist score.
Automatic Routing
Select to route all incoming email based on processing by
PeopleSoft Search.
Clear this check box to bypass any email process (such as the
thread-based, customer-based, context-based, and content-based
routing) and send all incoming email directly to the mailbox's
default group worklist.
Related Links
"Defining User Settings (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Understanding Unstructured Email Routing
Understanding Automated Mail Processing
Email Sender Identification
"Understanding Application Classes and Packages (PeopleSoft CRM 9.2: Automation and Configuration
Tools)"
Recommended Actions Page
Use the Recommended Actions page (RB_MB_RECMDACTIONS) to associate categories with actions,
which appear in email workspace as recommended actions.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Recommended Actions
Image: Recommended Actions page
This example illustrates the fields and controls on the Recommended Actions page. You can find
definitions for the fields and controls later on this page.
For each selected category on this page, associate it with one or more ERMS-related actions. When an
email is assigned a category (either as default by the system or manually by an agent) at runtime, the
associated recommended actions appear on the Email page (under the Assistance section). The sequence
number dictates the order in which the actions appear at runtime.
Related Links
Assistance
Mailbox Activity List Page
Use the Mailbox Activity List page (RB_MBOX_ACTIVITY) to specify the list of activities to be used in
the email workspace for users to search for recent activities and create new ones.
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Chapter 5
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Mailbox Activity List
Image: Mailbox Activity List page
This example illustrates the fields and controls on the Mailbox Activity List page. You can find
definitions for the fields and controls later on this page.
Recent Activity Default Rows
Enter the maximum number of activity rows that users see from
the activity result grid on the Recent Activities tab on the Email
page.
Activity Type
Select the types of transactions (activities) that can appear when
the email workspace retrieves the default activity result list
initially.
At runtime, all the transactions that are enabled, together
with emails, appear in the Activity Type field on the Recent
Activities tab on the Email page.
Create New
Select to enable users to create the corresponding transaction
at runtime by clicking the Create New link that appears on the
Recent Activities tab on the Email page. The link appears when
the transaction that has this option enabled is selected in the
Activity Type field. If users do not have the permission to create
that transaction, they are notified with a system message.
Quick Create
Select to let the system display the Create New <CRM
transaction> button for the corresponding transaction at runtime.
For example, if you select this check box for the support case
transaction, the Create New Support Case button appears on the
Email: Main page.
Related Links
Assistance
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Clone Mailbox Page
Use the Clone Mailbox page (RB_MBOX_SAVEAS) to clone an existing mailbox.
Navigation
Click the Clone Mailbox button on the Mailbox Definition page.
Image: Clone Mailbox page
This example illustrates the fields and controls on the Clone Mailbox page. You can find definitions for
the fields and controls later on this page.
Save As Mailbox ID and Description Enter IDs and descriptions for the mailboxes that you want to
create.
Click the OK button to create mailbox definitions using the IDs and descriptions that you entered. The
new mailbox definitions are exact duplicates of the current mailbox definitions except for the ID and
description fields.
Defining Email Business Units
This topic discusses how to define email business units.
Page Used to Define Email Business Units
Page Name
Definition Name
Navigation
Usage
Email Definition
BUS_UNIT_TBL_RB
Set Up CRM, Business Unit
Related, Email Definition,
Email Definition
Associate an email business
unit with business units of
other CRM transactions and
case display template families,
which are used for creating
transactions from email.
Understanding Case Creation for Inbound Email
At the group worklist level, an option is available that, when selected, allows the system to automatically
create a case for every unstructured inbound email routed to that group worklist. The system uses the
business unit and display template family that are specified in the group worklist definition to generate
cases for inbound email.
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If this information is not available in the definition, the system accesses the mailbox definition of the
inbound email and uses the setID of the email sender (which is also the customer of the new case) to
derive the corresponding email business unit from the Email Business Unit Mapping section.
In an email business unit definition, you specify the default business units for a list of common CRM
transactions, which are used for creating these transactions. Additionally, you specify the display template
family to be used for each mailbox type for the purpose of case creation.
See "Group Worklist Page (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
Email Definition Page
Use the Email Definition page (BUS_UNIT_TBL_RB) to associate an email business unit with business
units of other CRM transactions and case display template families, which are used for creating
transactions from email.
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Navigation
Set Up CRM, Business Unit Related, Email Definition, Email Definition
Image: Email Definition page
This example illustrates the fields and controls on the Email Definition page. You can find definitions for
the fields and controls later on this page.
Business Unit Definition
Description and Short Description
Enter a long and a short descriptions for the email business unit,
which are required.
These fields are prepopulated if the business unit that you are
adding is already an existing business unit.
Support Business Unit, Help Desk
Business Unit, Service Order Unit,
104
Specify a business unit for each listed CRM transaction, which
is used by the system to create and search for the corresponding
transaction for email. For example, if an agent creates a case
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Chapter 5
Setting Up ERMS System
Sales Unit, Online Marketing Unit,
and Order Capture Unit
from an email on the email workspace (or the system creates a
case automatically for an inbound email), the business unit that
is specified in this email's mailbox becomes the business unit for
the newly created case.
Create Business Unit
Click to create the email business unit.
This button appears if the business unit that you are adding does
not already exist in the CRM system.
Case Display Template Details
Use this section to specify a display template family for each mailbox type. The system uses the selected
display template family for creating cases, if the Create Case for every new inbound Email feature is
enabled for a group worklist but the display template family is not already specified in the group worklist
definition.
Defining Priorities and Moods
These topics discuss how to:
•
Define priorities.
•
Define moods.
Pages Used to Define Priorities and Moods
Page Name
Definition Name
Navigation
Usage
Priority Setup
RB_PRIORITY_SETUP
Set Up CRM, Product
Related, Multichannel
Definitions, Email,
Priorities, Priority Setup
Define priorities to appear for
email on the email workspace.
Mood Setup
RB_MOOD_SETUP
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Moods,
Mood Setup
Define mood attributes for
email on the email workspace.
Priority Setup Page
Use the Priority Setup page (RB_PRIORITY_SETUP) to define priorities to appear for email on the email
workspace.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Priorities, Priority Setup
Image: Priority Setup page
This example illustrates the fields and controls on the Priority Setup page. You can find definitions for the
fields and controls later on this page.
Values in this grid are used to give priority to email after the content analysis. The priority appears for
email in the email workspace.
Mood Setup Page
Use the Mood Setup page (RB_MOOD_SETUP) to define mood attributes for email on the email
workspace.
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Chapter 5
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Moods, Mood Setup
Image: Mood Setup page
This example illustrates the fields and controls on the Mood Setup page. You can find definitions for the
fields and controls later on this page.
Values in this grid are used to describe what the customer mood is in email after the content analysis. The
mood appears for email in the email workspace.
Defining Email Audit History Tracking
This topic discusses how to define email audit history tracking in the CRM system.
Page Used to Define Email Audit History Tracking
Page Name
Definition Name
Navigation
Usage
Audit - Setup
RC_COMP_AUDIT
Set Up CRM, Common
Definitions, Audit Trail Setup, Audit - Setup
Define auditing behavior for
inbound email.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
See "Understanding Audit
Information (PeopleSoft CRM
9.1 Application Fundamentals
PeopleBook)" and "Audit Setup Page (PeopleSoft CRM
9.1 Application Fundamentals
PeopleBook)".
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Chapter 5
Defining Mail Reader Error Handling
These topics discuss how to:
•
Define actions.
•
Define action groups.
•
Map action groups and error codes.
Related Links
Mail Reader Error Handling Options
Viewing Email Error Logs
Pages Used to Define Mail Reader Error Handling
Page Name
Definition Name
Navigation
Usage
Define Action Code
RB_MAIL_ACT_DEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Errors and Actions, Define
Actions, Define Action Code
Define action groups to
categorize actions.
Define Action Groups
RB_MAIL_ACT_GRP
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Errors and Actions, Define
Action Group, Define Action
Groups
Define action groups to
categorize actions.
Map Error and Action Group
RB_MAIL_ERR_ACT
Set Up CRM, Product
Map error codes with action
Related, Multichannel
groups.
Definitions, Email, Define
Errors and Actions, Map
Error and Action Group, Map
Error and Action Group
Define Action Code Page
Use the Define Action Code page (RB_MAIL_ACT_DEFN) to define actions to handle possible mail
reader errors.
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Chapter 5
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Errors and Actions, Define
Actions, Define Action Code
Image: Define Action Code page
This example illustrates the fields and controls on the Define Action Code page. You can find definitions
for the fields and controls later on this page.
Use this page to define an action that needs to be taken when an error is encountered. The system delivers
a number of actions, such as deleting email from the mail server, notifying action, inactivating or skipping
a mailbox and so on. You can add new actions to the system as well, which require new PeopleCode to be
written to support these actions.
Action ID
Displays the unique identifier of the action code. An action ID
can contain a maximum of 10 characters.
Description
Enter the description of the action code, which can contain up to
100 characters.
Application Class ID and Application Enter the application class details, including the application
Class Path
class ID and path (application package and sub-package details)
to handle the error. An application package and classes are
provided for system-delivered action codes.
Define Action Groups Page
Use the Define Action Groups page (RB_MAIL_ACT_GRP) to define action groups to categorize
actions.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Errors and Actions, Define
Action Group, Define Action Groups
Image: Define Action Groups page
This example illustrates the fields and controls on the Define Action Groups page. You can find
definitions for the fields and controls later on this page.
Action Group
Displays the unique identifier of the action group, which can
contain a maximum of 10 characters.
Description
Enter the description of the action group, which can contain up
to 100 characters.
Order by
Enter the order in which actions listed in the section to be taken.
Action ID
Enter the ID of the action to be taken.
Active
Click to set the status of the corresponding action to active.
Only active actions can be triggered.
Map Error and Action Group Page
Use the Map Error and Action Group page (RB_MAIL_ERR_ACT) to map error codes with action
groups.
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Chapter 5
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Errors and Actions, Map Error
and Action Group, Map Error and Action Group
Image: Map Error and Action Group page
This example illustrates the fields and controls on the Map Error and Action Group page. You can find
definitions for the fields and controls later on this page.
Use this page to map standard error codes (returned by PeopleTools API) to action groups. For example,
when the connection to the email server is failed, an error code of 4 is returned. This error code is mapped
to the action group that contains 3 actions. At runtime, when PeopleTools API returns an error code of 4,
the ERMS system performs these 3 actions according to their order by numbers.
Error ID
Displays the unique identifier of the error code, which is defined
by PeopleTools API.
Description
Enter a description for the mapping.
Action Group
Enter the ID of the action group to associate with the error code.
The system performs the actions listed in this action group when
the corresponding error occurs.
Notify Error Email Addresses
Enter the email addresses to which notifications about the
corresponding error are sent.
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Chapter 6
Setting Up Automated Mail Processing
Understanding Automated Mail Processing
These topics discuss:
•
AMP overview.
•
Use of AMP in unstructured and structured email.
•
Delivered behavioral rules.
AMP Overview
AMP performs automated actions on inbound emails based on the email categories and their associated
behavioral rules that are established in the system. The framework consists of these components and
concepts:
•
Categories.
•
Actions.
•
Rules, rules engine, and mailbox relationships.
Categories
An email has to be associated with a category in order to be processed by AMP. The system uses
PeopleSoft Search to identify categories for emails that are either:
•
Structured but aren't set to use the default email category specified in their corresponding webform
definitions.
•
Unstructured and are not set to be route automatically.
AMP triggers email actions by matching the category and score value of an email to a list of rules
that you define in the system. It uses these two pieces of information to find a behavioral rule with a
matching email category and a confidence level that the email's score value meets, and invoke rule
actions. PeopleSoft Customer Relationship Management delivers categories to be used for AMP. They
are specified under a category set called AMP Categories, which includes Problem, Inquiry, Spam,
Complaint, and Unsubscribe. To add custom categories to the AMP category set, create these categories
under Set Up CRM, Common Definitions, Correspondence, Categories & Types. Subsequently, add
them to the AMP CATEGORIES category set in the Category Set page under Set Up CRM, Product
Related, Multichannel Definitions, Email, Define Category Set.
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Actions
Through AMP, the email response management system (ERMS) can take immediate actions on the
kinds of email that are relatively common and straightforward in terms of their purposes, such as making
a complaint, filing a product problem, or requesting status information. The ERMS reduces agents'
workload and helps them focus on resolving more complicated issues that are routed to them. You
define email-specific actions that AMP can trigger using the action framework of the Active Analytics
Framework. The action framework provides a flexible environment that enables you to implement custom
actions by referencing your application class method in the runtime section of the action type definition.
Specify an application class method in the design time section of the action type definition if you need
to gather more details about the action from customers. The system triggers the design time code of an
action when customers specify the action in a rule definition. Clicking the Configure link on the Define
Automated Mail Processor Rule page enables customers to enter additional configuration details about
that action for a particular rule.
System-delivered actions include Auto response, Auto acknowledge, Auto route, Auto suggest, Create
case, Spam, and Unsubscribe.
Rules, Rules Engine, and Mailbox Relationships
A rule consists of a category, a threshold value, and a list of prioritized actions. Rules are subject to
evaluation that is performed by the rules engine to determine which action to trigger for each email that it
processes. In a rule definition, you specify the minimum confidence (threshold) score that an email with
the same rule category has to meet for this rule to be applicable to this email. You can specify one or more
actions in a rule and prioritize them.
When the rules engine obtains a category and threshold score for an email, it identifies the rule of that
category that is specified in the mailbox definition to which the email is sent. The rules engine tries to
take the action of the highest priority, one level at a time. If it cannot take the action for some reason (for
example, the returned threshold score of the email is lower than the one specified at the action level), it
moves to the next priority to see if it can trigger any action. If the rules engine cannot find any rule, or
there is no action that can be triggered from the applicable rule due to low threshold score, the email is
then routed to the default group worklist specified in the mailbox definition.
Note: AMP closes emails after auto responses are sent. If AMP cannot apply any rules to route emails
that are in open status, they are routed to the default group worklist.
Related Links
Defining Webform Templates
Use of AMP in Unstructured and Structured Email
AMP supports the recommendation of actions to address issues that come in the form of unstructured and
structured emails.
AMP is used to process unstructured email messages when automatic routing is disabled at the mailbox
level, and structured email messages that are not set to use the default email category at the webform
level. For each keyword match that is found, a score is given to the associated category. As a result, email
is assigned to the category with the highest score, and the rules engine can then trigger the actions that
are associated with that category on the email. If the score returned for the email category does not meet
the confidence level of any AMP rules for that email category, or that the email category is not associated
with any rules, the system routes the email to the default group worklist of the mailbox.
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Setting Up Automated Mail Processing
Please refer to the mail route process section for a diagram on how automated mail processing is used in
the mail route process.
See The Mail Route Process.
PeopleSoft Search and Email Category
The AMP rules engine uses PeopleSoft Search to calculate and return email score values. A score value
is used to identify the category of an email and subsequently the AMP rule used to perform actions on
that email. At design time, you specify keywords for each email category in the system. At runtime, the
system searches for keywords in the subject line and body of an email and keeps score. The higher the
number of keywords found for a category, the higher its score value. As a result, the email is assigned to
the category with the highest score value.
See Category Set Page.
Delivered Behavioral Rules
PeopleSoft CRM delivers AMP rules for categories created in the system:
Category
Rule Name
Action
Complaint
Complaint Rule -1
First priority:
•
Auto respond to email with
minimum threshold value of 90 and
maximum return of 1 solution.
•
Auto route email.
Complaint
Complaint Rule -2
First priority: Auto route email.
Problem
Problem Rule 1
First priority: Auto respond to email
with minimum threshold value of 90 and
maximum return of 5 solutions.
Second priority:
Problem
Problem Rule 2
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
•
Create a case.
•
Auto route email.
First priority:
•
Auto respond to email with
minimum threshold value of 90 and
a maximum return of 5 solutions.
•
Auto suggest solutions (maximum
of 10) with minimum threshold
value of 90. Auto suggest
documents (maximum of 5) with
minimum threshold percentage of
90.
•
Auto route email.
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Category
Rule Name
Action
Problem
Problem Rule 3
First priority: Auto respond to email
with minimum threshold value of 95 and
maximum return of 5 solutions.
Second priority:
Problem
Problem
Problem Rule 4
Problem - Create Case
•
Send auto acknowledge email.
•
Create a case.
First priority:
•
Create a case.
•
Auto route email.
First priority: Auto respond to email with
minimum threshold value of 90 and a
maximum return of 5 solutions.
Second priority: Create a case.
Third priority: Send auto acknowledge
email.
Inquiry
Inquiry
Inquiry
Inquiry Rule 1
First priority:
Inquiry Rule 2
•
Auto respond to email with
minimum threshold value of 90 and
maximum return of 5 solutions.
•
Auto suggest solutions (maximum
of 5) with minimum threshold value
of 90. Auto suggest documents (
maximum of 5) with minimum
threshold percentage of 90.
•
Auto route email.
First priority:
Case Status Inquiry
•
Auto suggest solutions (maximum
of 10) with minimum threshold
value of 80. Auto suggest
documents (maximum of 5) with
minimum threshold percentage of
80.
•
Auto route email.
First priority: Send auto response with
case status.
Second priority: Send auto acknowledge
email.
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Chapter 6
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Category
Rule Name
Action
Inquiry
Service Order Status Inquiry
First priority: Send auto response with
service order status.
Second priority: Send auto acknowledge
email.
Inquiry
Order Status Inquiry
First priority: Send auto response with
sales order status.
Second priority: Send auto acknowledge
email.
Spam
Route spam to worklist
First priority: Mark the email as spam
and route it to the specified group
worklist.
Spam
Route spam to mailbox
First priority: Route email to the
specified spam mailbox.
Spam
Delete spam
First priority: Delete email.
You specify a rule for each category in a mailbox definition. The rules engine references this information
when it tries to find a rule that can apply to a categorized email belonging to a particular mailbox.
Setting Up Automated Mail Processing
To set up automated mail processing, use the Define AMP Rule (RB_DEFINE_AMPRULE) component.
These topics discuss how to:
•
Define webform templates (for structured email).
•
Identify email workspace fields for mapping (for structured email).
•
Specify webform and email workspace field mapping (for structured email).
•
Define actions.
•
Define AMP categories and keywords.
•
Define rules.
•
Configure auto response actions.
•
Configure auto acknowledge actions.
•
Configure case creation actions.
•
Configure auto suggest actions.
•
Configure spam actions.
•
Associate rules in mailboxes.
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Chapter 6
•
Specify rules for categories.
•
Configure rule actions.
Pages Used to Set Up Automated Mail Processing
118
Page Name
Definition Name
Navigation
Usage
Register Action Type
EOCF_ACTN_TYPE_REG
Enterprise Components,
Define actions that can be
Active Analytics Framework, invoked by the AMP rule
Action Framework, Register engine for incoming emails.
Action Type, Register Action
Type
Categories & Types
RBC_CATEGORY_SETUP
Set Up CRM, Common
Definitions, Correspondence,
Categories & Types,
Categories & Types
Define categories in the
category set for AMP.
Category Set
RBN_DFN_CATGSET
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Category Set
Add or remove categories in
a set to be used by the AMP
rule engine.
Define Automated Mail
Processor Rule
RB_DEFINE_AMPRULE
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Define AMP Rule, Define
Automated Mail Processor
Rule
Define rules that associate a
category with one or more
actions.
Configure Auto-Response
Action
RB_CFG_AUTOREPLY
Click the Configure link of
the Auto Response action type
on the Define Automated Mail
Processor Rule page.
Configure the threshold value
required for solutions to be
included in the auto response
email and the maximum
number of solutions that the
email can have at one time.
Specify the correspondence
template package used to
generate the email.
Configure Auto-Acknowledge RB_CFG_AUTOACK
Click the Configure link of
the Auto Acknowledge action
type on the Define Automated
Mail Processor Rule page.
Specify the correspondence
template package used
for generating the
acknowledgement email.
Configure Create Case
RB_CFG_CREATECASE
Click the Configure link of
Specify the display template
ID used for creating the case.
the Create Case action type
on the Define Automated Mail
Processor Rule page.
Configure Auto-Suggest
RB_CFG_AUTOSUGGEST
Click the Configure link of
the Auto Suggest action type
on the Define Automated Mail
Processor Rule page.
Configure threshold values for
solutions and documents to be
suggested and the maximum
number of entries that can
return at any given time.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 6
Setting Up Automated Mail Processing
Page Name
Definition Name
Navigation
Usage
Configure SPAM
RB_CFG_SPAM
Click the Configure link
of the Spam action type on
the Define Automated Mail
Processor Rule page.
Specify the method to handle
spam email.
Associate Rules and Worklist
RB_MB_WL_ASSOC
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Mailbox Details, Associate
Rules and Worklist
Associate mailboxes with
categories and rules.
Select Rule
RB_MB_RULE_SEC
Click the Modify Behavior
link on the Associate Rules
and Worklist page.
Specify a rule for the selected
category.
Configure Actions on
Mailbox
RB_MB_CFG_ACTIONS
Click the Configure link that
Configure rule actions.
becomes active after selecting
a rule on the Select Rule page.
Defining Webform Templates
See Defining Webform Templates.
Identifying Email Workspace Fields for Mapping
See Identify E-mail Workspace Fields for Mapping Page.
Specifying Webform and Email Workspace Field Mapping
See Map Email Fields Page.
Register Action Type Page
Use the Register Action Type page (EOCF_ACTN_TYPE_REG) to define actions that can be invoked by
the AMP rule engine for incoming emails.
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Navigation
Enterprise Components, Active Analytics Framework, Action Framework, Register Action Type,
Register Action Type
Image: Register Action Type page
This example illustrates the fields and controls on the Register Action Type page. You can find definitions
for the fields and controls later on this page.
AMP leverages the action framework of the Active Analytics Framework to define actions. Use these
fields on the page to define actions that are triggered by the rule engine.
Note: The system delivers actions that can be used by the rules engine to handle some of the common
email scenarios. Customers can add custom actions by writing their own application class methods and
reference those methods here.
Action Type Name
120
Enter a name that uniquely identifies the action type.
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Chapter 6
Setting Up Automated Mail Processing
Design Time Application Class and
Design Time Class Path
Select the ID and path of the application class method that
enables you to enter additional configuration details about
actions of this type when you associate this type of action to a
rule. The method transfers you to a component, which contains
a page relevant to the particular action that you must configure.
Configuration required
Select if actions of this type need further configuration. If you
select this check box, the design time application class method
runs.
Run Time Application Class and Run Select the ID and path of the application class method that runs
Time Class Path
when the rules engine triggers an action of this type.
See PeopleSoft: Active Analytics Framework.
Category Set Page
Use the Category Set page (RBN_DFN_CATGSET) to add or remove categories in a set to be used by the
AMP rule engine.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Category Set
Image: Category Set page
This example illustrates the fields and controls on the Category Set page. You can find definitions for the
fields and controls later on this page.
PeopleSoft CRM delivers a set of categories that can be used to classify emails for further automated mail
processing. To add new categories here to be used for AMP, define them first on the Categories & Types
page.
See "Defining Template Categories and Types (PeopleSoft CRM 9.2: Automation and Configuration
Tools)".
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Template Category ID and Keywords Select an existing template category to be an email category and
list the keywords to be associated with it.
AMP assigns email categories to email messages based on the
number of keywords it can find in the subject and body of the
email messages. The more keywords of a category that are
identified in an email, the higher the score this category gets.
The email is then assigned to the category that has the highest
score returned from the PeopleSoft Search.
Define Automated Mail Processor Rule Page
Use the Define Automated Mail Processor Rule page (RB_DEFINE_AMPRULE) to define rules that
associate a category with one or more actions.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Define
AMP Rule, Define Automated Mail Processor Rule
Image: Define Automated Mail Processor Rule page
This example illustrates the fields and controls on the Define Automated Mail Processor Rule page. You
can find definitions for the fields and controls later on this page.
Behavior Name and Description
122
Enter the name that uniquely identifies the rule, and enter
descriptive text to explain the sequence of actions for this rule.
The system uses the text in the Description field to display rules
(for each category) in the mailbox definition.
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Chapter 6
Setting Up Automated Mail Processing
Category
Select a category from the drop-down list box to associate with
this rule. The list box lists all the categories that are available in
the system-delivered category set called AMP Categories.
Confidence Must Exceed
Enter the minimum threshold value that an email needs to
obtain for the specified category before this rule can apply.
If PeopleSoft Search returns a category for an email with
a threshold that doesn't exceed the confidence level that is
specified here, the system routes this email to the default group
worklist of the mailbox.
Actions
Priority
Enter a number to prioritize actions. The smaller the number,
the higher the priority. The rules engine triggers actions with
the highest priority. If no actions from the first priority can be
invoked, it attempts the actions with the next highest priority.
For example, the AMP rule is associated with three actions,
auto response (in priority 1), create case, and auto route (both
in priority 2). If an email matching this rule's category exceeds
this rule's confidence level, the auto response action is invoked.
If this action cannot complete, the create case and auto route
actions are triggered. If none of them can succeed, the system
sends the email to the default group worklist of the associated
mailbox. You can assign the same priority to multiple actions.
Action Type
Select the type of action that the rules engine invokes. The dropdown list includes all action types that are established in the
action framework.
Configure
Click to access the page to enter configuration details for
the specified action type. A message appears if you click the
link to configure an action type, but it doesn't require any
configuration. Each delivered action type has its individual
configuration page where you specify action-specific
configuration information.
Configure Auto-Response Action Page
Use the Configure Auto-Response Action page (RB_CFG_AUTOREPLY) to configure the threshold
value required for solutions to be included in the auto response email and the maximum number of
solutions that the email can have at one time.
Specify the correspondence template package used to generate the email.
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Navigation
Click the Configure link of the Auto Response action type on the Define Automated Mail Processor Rule
page.
Image: Configure Auto-Response Action page
This example illustrates the fields and controls on the Configure Auto-Response Action page. You can
find definitions for the fields and controls later on this page.
Configure Auto-Acknowledge Page
Use the Configure Auto-Acknowledge page (RB_CFG_AUTOACK) to specify the correspondence
template package used for generating the acknowledgement email.
Navigation
Click the Configure link of the Auto Acknowledge action type on the Define Automated Mail Processor
Rule page.
Image: Configure Auto-Acknowledge page
This example illustrates the fields and controls on the Configure Auto-Acknowledge page. You can find
definitions for the fields and controls later on this page.
Select a correspondence template package used to format the acknowledgement email.
Note: If you set up the auto acknowledge action, make sure to select Determine from Rule auto
acknowledgement option on the Mailbox Definition page.
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Chapter 6
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Related Links
Mailbox Definition Page
Configure Create Case Page
Use the Configure Create Case page (RB_CFG_CREATECASE) to specify the display template ID used
for creating the case.
Navigation
Click the Configure link of the Create Case action type on the Define Automated Mail Processor Rule
page.
Image: Configure Create Case page
This example illustrates the fields and controls on the Configure Create Case page. You can find
definitions for the fields and controls later on this page.
Select the display template used to create the case.
Note: A setup option that creates a case for every new inbound email is available at the system level. If
this option is selected, it is recommended that you don't add the create case action to any AMP rules.
Configure Auto-Suggest Page
Use the Configure Auto-Suggest page (RB_CFG_AUTOSUGGEST) to configure threshold values for
solutions and documents to be suggested and the maximum number of entries that can return at any given
time.
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Navigation
Click the Configure link of the Auto Suggest action type on the Define Automated Mail Processor Rule
page.
Image: Configure Auto-Suggest page
This example illustrates the fields and controls on the Configure Auto-Suggest page. You can find
definitions for the fields and controls later on this page.
Auto-Suggest
Minimum Threshold Required
Specify the minimum threshold value that a solution has to meet
for it to be considered and suggested for an email.
Maximum Number of Solutions
Specify the maximum number of solutions to suggest for an
email.
Maximum Number of Documents
Threshold
Specify the minimum threshold value a document has to meet
for it to be considered and suggested for an email.
Maximum Number of Documents
Specify the maximum number of documents to suggest for an
email.
Configure SPAM Page
Use the Configure SPAM page (RB_CFG_SPAM) to specify the method to handle spam email.
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Navigation
Click the Configure link of the Spam action type on the Define Automated Mail Processor Rule page.
Image: Configure SPAM page
This example illustrates the fields and controls on the Configure SPAM page. You can find definitions for
the fields and controls later on this page.
Delete SPAM from System
Select to remove spam email from the system.
Mark as Spam and Route to WL
Select to mark email as spam and route it to the worklist
(mark as spam and route to worklist) specified in the Group Worklist Name field.
Route email to a Spam Mailbox
Select to route spam email to the mailbox specified in the Spam
Mail Box ID field.
Associate Rules and Worklist Page
Use the Associate Rules and Worklist page (RB_MB_WL_ASSOC) to associate mailboxes with
categories and rules.
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Chapter 6
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Associate Rules and Worklist
Image: Associate Rules and Worklist page
This example illustrates the fields and controls on the Associate Rules and Worklist page. You can find
definitions for the fields and controls later on this page.
Behavior Summary
Category Name
Displays the list of categories defined for AMP. Select the check
box of categories to associate them with the mailbox.
Selected Behavior Name
Displays the link of the selected rule for that category. Click the
rule link to access the Define Automated Mail Processor Rule
page.
Modify Behavior
Click to access the Select Rule page that displays a list of rules
defined for that category. Select a rule from the page.
Click the rule link to access the Define Automated Mail
Processor Rule page.
Confine Routing to selected WL
Select to route the email to a group worklist that PeopleSoft
(confine routing to selected worklist) Search suggests, if auto route is the action that is triggered
by AMP and the suggested group worklist is one of the
worklists specified in the Associated Worklists group box. If
the suggested group worklist is not on the list, the email is not
routed to the suggested group worklist.
Clear this check box to allow the email to be routed to any
worklist in the system as PeopleSoft Search suggests.
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Chapter 6
Setting Up Automated Mail Processing
Associated Worklists
Use this group box to associate worklists with a mailbox and prioritize worklists for that mailbox.
See Associate Rules and Worklist Page.
Select Rule Page
Use the Select Rule page (RB_MB_RULE_SEC) to specify a rule for the selected category.
Navigation
Click the Modify Behavior link on the Associate Rules and Worklist page.
Image: Select Rule page
This example illustrates the fields and controls on the Select Rule page. You can find definitions for the
fields and controls later on this page.
Select one rule for each active category that is associated with a mailbox. Click the rule link to access the
Define Automated Mail Processor Rule page to view the rule definition and modify it as needed. After
selecting a rule, the Configure link becomes active. The system takes you to the Associate Rules and
Worklist page where the rule link appears. Click it to access the Define Automated Mail Processor Rule
page on a new browser window.
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When you select a rule on the Select Rule page, its Configure link becomes active. Click this link to
access the Configure Actions on Mailbox page (RB_MB_CFG_ACTIONS) and configure the actions
available in the rule.
Configure Actions on Mailbox Page
Use the Configure Actions on Mailbox page (RB_MB_CFG_ACTIONS) to configure rule actions.
Navigation
Click the Configure link that becomes active after selecting a rule on the Select Rule page.
Image: Configure Actions on Mailbox page
This example illustrates the fields and controls on the Configure Actions on Mailbox page. You can find
definitions for the fields and controls later on this page.
This page contains the configuration parameters required for all the actions associated with the selected
rule. If no actions of the rule require further configuration, they do not appear here. The fields for each
type of actions are identical to those that appear on each individual action configuration page.
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Chapter 7
Setting Up Structured Email Handling
Understanding Structured Email
These topics discuss:
•
Webforms and structured email.
•
Webform templates.
•
Structured email processing.
Webforms and Structured Email
Structured email is generated from a web page where customers enter and submit information. The
web page takes the information that customers enter, applies XML markup, inserts a webform ID, and
sends the XML as an email to a mailbox that the PeopleSoft CRM email response management system
monitors. When the mail reader process (RB_MAIL_READ) analyzes the email, the presence of an XML
header causes the system to classify it as structured email and be processed by the mail route process
accordingly.
The email is displayed in plain text on email workspace for agents to review or process further. On the
email body, each piece of data has a corresponding text label that is defined in the webform definition for
better readability.
If the email process cannot identify the webform ID, it routes the email to the admin group worklist for
the mailbox.
The web page where customers submit email exists outside the PeopleSoft system. To ensure
proper handling of structured email, the email generated by the external webform must include a
WEBFORM_TEMPL_ID tag with a webform ID that you set up within the PeopleSoft system. You
define the ID on the Define Webform Templates page, where you also select the application message that
represents the webform structure. The page has a preview option so that you can see the expected format
of all emails that are generated from this webform. Validate the actual email that the external web page
generates against the expected format that appears in the preview.
Because the webform where the structured email originates is external to the PeopleSoft system, its
design is completely up to you. For example, you could use a webform exclusively for inquiries about
the status of a service order, or you could use the same webform for several types of inquiries. Regardless
of how you design the webform, it is your responsibility to ensure that the email it generates always
contains a unique webform ID and a structure that matches the structure of the webform template within
the PeopleSoft system.
Important! When you design webforms, always set the MIME (Multipurpose Internet Mail Extensions)
part to text/plain to ensure the proper handling of generated structured emails in ERMS.
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Webform Templates
Webform templates specify the XML format that is used to generate structured emails after customers
enter information on corresponding webforms. A webform template consists of the following elements:
•
Inbound service operation.
The message sets the expected format of the XML in the email body. Fields that you include in the
message definition must appear in the XML, and the names of the XML tags must match the field
name or its alias (if you defined an alias).
•
Application service input type.
This element tells the mail reader process how to pass the email body to the application class method
(used in actions). If the input type is XMLDOC or Rowset, the system converts the email body text
to the specified format. If the input type is Custom, the application class must perform any necessary
conversion.
The easiest input format to work with is normally a rowset; the message definition determines the
rowset structure.
•
Default category.
The rules engine uses this category to locate the appropriate rule and action for the email if the
associated webform is set to always use the default category as the email category. The default
category is also used if the engine cannot identify an email category with a threshold value that
exceeds the category's confidence level.
•
Mapping between webform fields and email workspace fields.
The rules engine uses this mapping to populate webform data to corresponding fields in the email
workspace in a readable manner (in plain text without XML tags).
Inbound Application Message Definitions
The PeopleTools message definition defines the structure of the email. A message definition consists of at
least two elements:
•
One or more transaction-related records.
For example, to process a sales order status inquiry, you would include the order header record
(RO_HEADER) in the message definition, and you would mark the order ID field (CAPTURE_ID)
for inclusion.
•
The standard Webform subrecord (RB_WEBFORM_SBR).
This includes two fields—the webform ID (WEBFORM_TEMPL_ID) and the customer's email
address (FROM_ADDRESS). Both of these fields are required; ensure that the webform provides this
data.
The message definition for the sales order inquiry message that is described in the preceding examples
looks like this:
<?xml version="1.0"?>
<Message>
<MsgData>
<Transaction>
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Chapter 7
Setting Up Structured Email Handling
<RO_HEADER class="R">
<CAPTURE_ID></CAPTURE_ID>
<BILL_RECIPIENT_FLG></BILL_RECIPIENT_FLG>
<BULK_ORDER_FLAG></BULK_ORDER_FLAG>
<PROD_TERM_CODE></PROD_TERM_CODE>
<DUE_DATE></DUE_DATE>
<RESELL_FLAG></RESELL_FLAG>
<RO_BILL_TO_TYPE></RO_BILL_TO_TYPE>
<SCHEDULE></SCHEDULE>
<SUBMIT_DTTM></SUBMIT_DTTM>
<UID20F_PARTNER></UID20F_PARTNER>
<UID20F_PARTNERC></UID20F_PARTNERC>
<FIN_ACCOUNT_ID></FIN_ACCOUNT_ID>
<RO_MULTILINE></RO_MULTILINE>
</RO_HEADER>
<RB_WEBFORM_SBR class="R">
<WEBFORM_TEMPL_ID></WEBFORM_TEMPL_ID>
<FROM_ADDRESS></FROM_ADDRESS>
</RB_WEBFORM_SBR>
</Transaction>
</MsgData>
</Message>
Delivered Webform Templates
The following table lists the webform templates that the PeopleSoft system delivers, as well as the AMP
rules and actions that process structured emails generated by these templates:
Webform Template
Rule
Action
ORDER STATUS INQUIRY
Order Status Inquiry
The system tries to send an auto
response with the appropriate status.
If the first action fails, it sends an auto
acknowledgement stating that the status
cannot be found.
CASE STATUS INQUIRY
Case Status Inquiry
SERVICE ORDER STATUS INQUIRY
Service Order Status Inquiry
PROBLEM - CREATE CASE
Create Case
The system tries to send an auto response
with recommended solutions. If the
first action fails, it creates a case for
the customer. If the second action also
fails, it sends an auto acknowledgement
stating that the reported issue is being
processed.
Processing for Structured Emails
Structured email processing follows this sequence:
1. A customer submits data using a webform.
2. The webform creates an XML-formatted email message containing transaction information, a
webform ID, and the customer's email address.
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Chapter 7
3. The email arrives in an mailbox that is monitored by your ERMS system, and the presence of the
XML header causes the mail reader process to classify it as a structured email.
4. The mail route process converts the email from XML to plain text using the webform and email
workspace field mapping that is set up as part of the webform template definition.
5. The mail route process identifies the default category from the webform definition that is associated
with the email, and checks if the option to always use the default category is selected in the webform
definition.
If yes, the system uses the default category as the email category, looks up any AMP rules that are
associated with it, and performs rule actions on the email. If the default category is not associated with
any rules, the system routes the email to the mailbox's default group worklist.
If no, the AMP rules engine uses PeopleSoft Search to identify either the most appropriate group
worklist to route the email (if automatic routing is enabled), or the category of the email (if automatic
routing is disabled). If the rules engine returns an email category with a threshold value but the
threshold value is not high enough to meet the confidence value of any AMP rule associated with the
category, the default category is used instead.
6. Processing for the structured email completes and the email is removed from the email queue.
You can access the email on the email workspace. Information about the email appears according to the
field mapping of the webform template definition.
Related Links
ERMS Processes
Defining Application Services
These topics discuss how to:
•
Create the application service message definition.
•
Create the application class that handles the structured email.
To define application services, use the Application Services (RB_APPSRV_DEFN) component.
Creating the Application Service Message Definition
Access the Messages component of Integration Broker to create the application service message definition
that defines the structure for structured email.
Refer to the see also reference for more information on managing message definitions.
See the product documentation for PeopleTools: PeopleSoft Integration Broker.
Creating the Application Class That Handles the Structured Email
Access PeopleSoft Application Designer and create the application class by extending the delivered
ApplicationServices base class.
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Chapter 7
Setting Up Structured Email Handling
The application class that an application service references performs the core processing to respond to
the email. It accepts inputs from the Structured Email process and returns parameters that the Structured
Email process uses to create an automatic reply.
The delivered ApplicationServices base class is in the RB_MCF_SETUP package under RB_APPS_API
subpackage. This class has properties that are used to send input to your application class and to set the
output of the application class.
Base Class Properties
The following table lists the relevant properties of the base class:
Property
Description
InputType
The input type specified on the Application Services Setup
page. This input type is automatically passed to the application
class at runtime by the Structured Email process.
InputMessage
The message definition specified on the Application Services
Setup page. This definition is automatically passed to the
application class at runtime by the Structured Email process.
EmailId
The ID of the email to be processed. This ID is populated at
runtime by the Structured Email process.
Outcome
An output property that each application class's ExecuteApi
method must set. The value of the Outcome property
determines which Webform default correspondence template
is used to reply to the email if the CorrespondencePackageid
property is not set.
Possible outcome values are:
•
Success: The email structure is valid and all required data
is present.
•
Failure: The structure is valid, but not all required data is
present.
•
Error: The structure is invalid.
This outcome causes the Structured Email process to
route the email to the mailbox's default worklist so that it
can be processed as an unstructured email.
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Chapter 7
Property
Description
CorrespondencePackageid
This is an output property that each application class's
ExecuteApi method can optionally set.
This is the ID of the correspondence template package to be
used when responding to the sender. If no template package is
specified, the Structured Email process uses one of the default
template packages specified on the Define Webform Templates
page. Different default template packages exist depending on
the outcome.
TransactionRecord
This is an output property that each application class's
ExecuteApi method sets.
This is the PeopleTools record object (for example, RC
_CASE for cases) for the transaction to which the email
pertains. This value is used to pass record information and key
values to correspondence management so that it can resolve
transactional tokens in the correspondence template.
SubInteractionRecord
An output property that each application class's ExecuteApi
method sets.
This property is the PeopleTools record object that contains
subinteraction information for the transaction to which the
email pertains. It is passed to correspondence management so
that it can create the appropriate subinteractions for the email.
RecepientBoId
An output property that each application class's ExecuteApi
method sets.
This property is the business object ID of the person to whom
the reply is sent. This value is passed to correspondence
management so that it can resolve recipient tokens in the
correspondence template.
RecepientRoleType
An output property that each application class's ExecuteApi
method sets.
This property is the role of the person to whom the reply is
sent. This value is passed to correspondence management
so that it can resolve recipient tokens in the correspondence
template.
Constructor Method
The Constructor method is different for each application service; its name is the same as the name of the
application class. For example, CaseStatus is the constructor method for the CaseStatus application class.
The Constructor method has the following parameters, which are used to invoke the base class
Constructor method that populates the corresponding properties of the application class:
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Chapter 7
Setting Up Structured Email Handling
•
InputType
•
InputMessage
•
EmailId
ConvertEmailBody Method
The ConvertEmailBody method converts the email body text from a string to either XMLDOC or
ROWSET format, depending on the input type that you select on the Application Services Setup page. If
you select Custom as the input type, you must override this method with code that performs the custom
conversion.
ExecuteApi Method
Override the existing ExecuteApi method with your own application-specific code that sets some or all of
the following properties:
Parameter
Comments
Outcome
Required.
CorrespondencePackageid
Optional. If this property is not set, the Structured Email
process uses the Webform's default correspondence package
for the outcome that you set.
TransactionRecord
Required if the correspondence template has transactional
tokens (tokens that reference transaction data).
SubInteractionRecord
Required to create subinteractions, which associate the
automated reply (an interaction) with its related CRM
transactions.
RecepientBoId and RecepientRoleType
Required if the correspondence template has recipient-based
tokens, such as the recipient's name.
Sample Code for the ExecuteApi Method
The following sample code does three things:
•
If the case ID entered in the webform is not in the system, then it returns an outcome of F (failure).
•
If the case ID entered in the webform is a valid issue in PeopleSoft CRM for Financial Services, the
code returns a outcome of S (success).
•
If the case ID entered in the webform is in the system, but is not a PeopleSoft CRM for Financial
Services issue, then the code returns an outcome of E (error).
import RB_MCF_SETUP:RB_APPS_API:*;
import RB_MCF_SETUP:RB_APPS_API:RB_ERMS_MESSAGE:*;
class IssueStatus extends ApplicationServices
method IssueStatus(&Input_Type As string, &Msgname As string, &Email_Id As
er);
method ExecuteApi();
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end-class;
method IssueStatus
/+ &Input_Type as String, +/
/+ &Msgname as String, +/
/+ &Email_Id as Number +/
Rem***************************************************************************;
Rem -- Invoke Base Class Constructor before invoking other methods
--------- ⇒
Rem***************************************************************************
%⇒
Super = create ApplicationServices(&Input_Type, &Msgname, &Email_Id);
end-method;
method ExecuteApi
Local Rowset &Case_Rs;
Local number &Case_Id;
Local string &Status, &Xml_String;
Local string &Business_Unit, &Market;
Local number &Bo_Cust, &Bo_Contact, &Role_Type_Cust, &Role_Type_Contact;
Local Record &Rec1, &Rec2;
;
;
;
Rem*****************************************************************************⇒
Rem -- Get Case Id from the Rowset Passed in to this Class
-----------⇒
Rem*****************************************************************************⇒
&Rec1 = CreateRecord(Record.RC_CASE);
&Case_Id = %This.InputRowset.GetRow(1).RC_CASE.CASE_ID.Value;
%This.TransactionRecord = &Rec1;
&Rec2 = CreateRecord(Record.RBC_SUBINT_WRK);
%This.SubInteractionRecord = &Rec2;
SQLExec("SELECT BUSINESS_UNIT,RC_STATUS,BO_ID_CUST,BO_ID_CONTACT,
ROLE_TYPE_ID_CUST,ROLE_TYPE_ID_CNTCT,MARKET FROM PS_RC_CASE WHERE CASE_ID=:1", ⇒
&Case_Id, &Business_Unit, &Status, &Bo_Cust, &Bo_Contact, &Role_Type_Cust, &Role_T⇒
ype_Contact, &Market);
%This.Outcome = "F";
If All(&Business_Unit) Then
Rem**********************************************************************;
Rem --------- This indicates the Case_Id is valid ----------------------;
Rem**********************************************************************;
ust);
MessageBox(0, " ", 17834, 70333, "Bo Id Cust from Email is " | %This.BoId
C⇒
MessageBox(0, " ", 17834, 70333, "Bo Id CONtACT from Email is " | %This.BoId ⇒
Contact);
MessageBox(0, " ", 17834, 70333, "Bo Id Cust From Case is " | &Bo_Cust);
MessageBox(0, " ", 17834, 70333, "Bo Id CONtACT from Case is " | &Bo_
Conta⇒
ct);
If (&Market = "FIN") Then
Rem****************************************************************;
Rem ---- Valid Finacial Case, hence set the outcome to Success
--;
Rem****************************************************************;
%This.Outcome = "S";
Else
Rem*********************************************************************;
Rem ---- InValid Finacial Case, hence set the outcome to Error
-------;
Rem*********************************************************************;
%This.Outcome = "E";
End-If;
If (%This.Outcome = "S") Then
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Chapter 7
Setting Up Structured Email Handling
&Rec1.CASE_ID.Value = &Case_Id;
&Rec1.BUSINESS_UNIT.Value = &Business_Unit;
&Rec1.SelectByKey();
%This.TransactionRecord = &Rec1;
;
;
;
Rem **********************************************************************⇒
Rem --- Populate the Receipient Details for Correspondence Management ----⇒
Rem **********************************************************************⇒
%This.RecepientBoId = &Rec1.BO_ID_CONTACT.Value;
%This.RecepientRoleType = &Rec1.ROLE_TYPE_ID_CNTCT.Value;
/* Prepare RBC_SUBINT_WRK for Sub Interactions */
&Rec2 = CreateRecord(Record.RBC_SUBINT_WRK);
&Rec2.PNLGRPNAME.Value = "RB_WEBFORM_DEFN";
&Rec2.MARKET.Value = "GBL";
&Rec2.CREATE_SUBINT_IND.Value = "Y";
&Rec2.SUBINT_OBJ_TYPE.Value = "CASE";
&Rec2.BUSINESS_UNIT_RI.Value = &Business_Unit;
&Rec2.SETID_RI.Value = "";
&Rec2.OBJECT_ID.Value = String(&Case_Id);
&Rec2.BO_ID_CUST.Value = &Bo_Cust;
&Rec2.ROLE_TYPE_ID_CUST.Value = &Role_Type_Cust;
&Rec2.ROLE_TYPE_ID_CNTCT.Value = &Role_Type_Contact;
%This.SubInteractionRecord = &Rec2;
End-If;
End-If;
end-method;
Defining Webform Templates
To define webform templates, use the Webforms (RB_WEBFORM_DEFN and RB_QA_WEBFORMS)
components.
These topics discuss how to:
•
Define webform templates.
•
Identify email workspace fields for mapping.
•
Specify webform and email workspace field mapping.
Perform these tasks to complete the setup of automated mail processing for structured emails.
Pages Used to Define Webform Templates
Page Name
Definition Name
Navigation
Usage
Define Webform Templates
RB_WEBFORM_DEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Webforms, Define Webform
Templates
Create webform IDs and
associate them with default
categories and application
messages.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
139
Setting Up Structured Email Handling
Chapter 7
Page Name
Definition Name
Navigation
Usage
Identify E-mail Workspace
Fields for Mapping
RB_ERMS_FLDS
Set Up CRM, Product
Related, Multichannel
Definitions, Email, System
Installation, Identify Email Workspace Fields for
Mapping
Specify email workspace
fields that are used for
mapping with webform fields.
Map Email Fields
RB_WEBFORM_FLDS
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Webforms, Map Email Fields
Enter field labels for webform
fields and map them to
identified email workspace
fields.
Define Webform Templates Page
Use the Define Webform Templates page (RB_WEBFORM_DEFN) to create webform IDs and associate
them with default categories and application messages.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security,
Webforms, Define Webform Templates
Image: Define Webform Templates page
This example illustrates the fields and controls on the Define Webform Templates page. You can find
definitions for the fields and controls later on this page.
140
Webform Template
Displays the webform template you entered. The email process
uses this ID to match an inbound email to the parameters
that you enter on this page. When you set up your external
webform, be sure the email it generates includes this ID in the
WEBFORM_TEMPL_ID tags.
Default Category
Select the category that the AMP rules engine uses to derive
a rule and associated actions to apply to structured emails that
are generated from this webform. This category is used if the
webform is set to always use the default category to apply rules,
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 7
Setting Up Structured Email Handling
or when PeopleSoft Search is unable to identify for an email
a category with a threshold value that exceeds the category's
confidence level.
Always use Default Category to apply Select for the system to always use the default category to
Rules
identify associated AMP rules and performs actions of the rule
on structured emails that are generated from this webform.
Application Service Input type
Select the format of the input that the email process passes to
the application class. Rowset is normally the easiest format for
application classes to work with. Other options are Custom and
XMLDoc.
Inbound Service Operation
Select the message definition that controls the expected format
of the XML in the email body and that is used when passing
rowset data between the email process and the application class.
Preview XML
Click to view the inbound application message definition in
XML.
Clone Webform
Click to access the Webform Saveas page to create a new
webform using the current webform definition.
Identify E-mail Workspace Fields for Mapping Page
Use the Identify E-mail Workspace Fields for Mapping page (RB_ERMS_FLDS) to specify email
workspace fields that are used for mapping with webform fields.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, System Installation, Identify E-mail
Workspace Fields for Mapping
Image: Identify E-mail Workspace Fields for Mapping page
This example illustrates the fields and controls on the Identify E-mail Workspace Fields for Mapping
page. You can find definitions for the fields and controls later on this page.
Use this page to specify fields on the email workspace that would be populated with data of structured
emails.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
141
Setting Up Structured Email Handling
Email Property
Chapter 7
Select an email workspace field to be mapped with a webform
field on the Map Email Fields page.
When you access an email on the email workspace, this field is
populated automatically using the value of the webform field to
which it is mapped.
Email Field Reference
Enter the logical name of the corresponding email workspace
field. This name is used while mapping a email workspace field
to a webform field.
Map Email Fields Page
Use the Map Email Fields page (RB_WEBFORM_FLDS) to enter field labels for webform fields and
map them to identified email workspace fields.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security,
Webforms, Map Email Fields
Image: Map Email Fields page
This example illustrates the fields and controls on the Map Email Fields page. You can find definitions for
the fields and controls later on this page.
This page identifies the field data (from XML) to be displayed on the email workspace. Email workspace
displays structured email in a readable form rather than showing the actual XML code. User can specify
the label for each data item (of XML) on this page.
Email Subject
Webform Record and Webform Field Select a record and a field in this record in which the value
is used as the subject of the email for display on the email
workspace. These are required fields.
Email Body
The system populates this list of fields based on the associated webform message definition.
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Webform Record and Webform Field Displays a record, and a field in this record in which the value
is used as the email body for display on email workspace. These
are required fields.
Webform Field Label
Enter a user friendly name for the webform field. When the
structured email is formulated and ready for display on the
email workspace, this field name is shown on the email.
Email Attribute
Select an email workspace field to which the corresponding
webform field is mapped. This field value is populated
automatically by AMP using the corresponding webform field.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
143
Chapter 8
Setting Up Unstructured Email Handling
Understanding Unstructured Email Routing
The system's ability to analyze an email and perform an appropriate action is crucial to an efficient email
response process.
These topics discuss:
•
Routing methods.
•
Content-based routing using PeopleSoft Search.
Note: Throughout these topics, the term worklist refers to both ordinary group worklists and to
PeopleSoft MultiChannel Framework queues. The term customer refers to external customers and, if you
use the email response management system (ERMS) with help desk applications, to the employees that
the help desk serves.
Related Links
"Defining Worklists (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Understanding Multichannel Applications Supported by PeopleSoft CRM
ERMS Processes
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
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Setting Up Unstructured Email Handling
Chapter 8
Routing Methods
Image: Various routing mechanisms for processing unstructured emails
The unstructured email process analyzes emails to determine the group worklist whose members are
most qualified to reply. The process that determines the appropriate worklist consists of several routing
methods, as shown in the following graphic:
When the routing process starts, it loops through each email, attempting to route each one to the
appropriate worklist.
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Note: The order of context-based, customer-based, and thread-based routing is designed to be in sync
with automated mail processing.
Context-Based Routing
Context-based routing enables you to route an email based on the sender's email address. You can set
up routing based on both fully qualified email addresses and on email domains (the portion of the email
address that follows the @ symbol).
For example, to route all email from company XYZ to the preferred customer worklist, set up domainbased routing rules so that all email from the domain xyz.com is routed there.
Customer-Based Routing
Customer-based routing enables you to route emails based on factors such as customer value. To do
so, the system checks the email's business object ID (as determined by the mail reader process). If the
business object ID is the one that you use for unknown senders, the customer-based routing option is
not available. However, if the business object ID represents an actual customer, the system performs any
customer-based processing that you include in the routing process. PeopleSoft CRM does not come with
any customer-based routing rules, only an infrastructure that you can use to plug in your own rules.
The customer-based routing method is available only with emails for which the sender is a known
customer. However, because your organization is responsible for designing and implementing this type of
routing, you can route the email based on any criteria you like, not just the identity of the sender.
Note: Remember that the word customer can refer to employees as well as to external customers.
Thread-Based Routing
Outbound emails sent through the PeopleSoft Customer Relationship Management (CRM)
correspondence management system (ad hoc email notifications and ERMS email response) include an
identifier known as a context tag. If the recipient replies to the email and includes the context tag in the
reply, the routing process uses the tag to identify the parent email (the email to which the sender replied).
If the parent email was sent through the ERMS system (that is, the parent was a reply to another inbound
email), the system sends the new email to the last group worklist associated with the previous inbound
email.
For example, suppose that a customer sends an email (email A) to report a printer problem. This email
is routed to the Laser Printers group worklist, and then it is rerouted to the Color Ink Jet Printers group
worklist. An ERMS user replies (email B) asking for more information. This reply contains a context tag.
The customer then replies (email C) with the requested information. Email C contains the context tag that
originated in email B. When the system processes email C, it recognizes the context tag, traverses the
thread to determine that email A is the previous inbound email, and routes email C to the Color Ink Jet
Printers group worklist. If the ERMS user sends another email back to the customer (email D), the email
message will have the same context tag as the previous emails in the thread.
If the parent email was an ad hoc email notification, there is no worklist already associated with the
thread. In this case, the system establishes the sender of the original ad hoc email and routes the email to
that user's default group worklist as established from the Supervisor Desktop. If the user does not have a
default group worklist, the system routes the email to the mailbox's default worklist.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
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Setting Up Unstructured Email Handling
Chapter 8
The Process customer response as new email system option determines how threaded emails are routed
—group worklist of the previous inbound email, group worklist of the sender of the previous outbound
email, or group worklist of the provider group (if the email is associated with a case).
See System Installations Page.
Note: Thread-based routing works only when the context tag is present. To increase the probability that
customers will include the context tag when they reply to an email, the outbound email should instruct
customers to include the context tag in reply messages.
Content-Based Routing
Content-based routing involves analyzing the content of an email message and routing the email to a
group worklist with competent members who can process it properly.
Content-based routing uses PeopleSoft Search to search each email for keywords that you establish. You
associate different worklists with different groups of keywords. By comparing the scores for each group
of keywords, the system determines the worklist to which it routes the email.
Note: When automatic routing is disabled, the AMP rules engine uses PeopleSoft Search to identify the
email category and threshold value of unstructured emails. The information is then used by the AMP rules
engine to identify the matching rule and hence rule actions to perform on emails.
See The Mail Route Process.
The routing process runs as part of a job that also includes a process to build the XML feed to be crawled
and indexed for content analysis. The feed includes all emails in the email queue.
Each instance of the feed generation process overwrites the XML feed previous created. Because the
system does not remove email from the unstructured email queue until it has been successfully routed, an
email that is not routed because of a failure in the routing process remains in the queue and is included in
the next iteration of the feed generation process.
The content-based routing process is described in more detail in the following topics.
Default Routing
If none of the previous routing methods identifies an appropriate worklist, the system routes the email to
the default worklist for the mailbox. Every mailbox must have a default worklist.
Related Links
"Understanding PeopleSoft Search Framework Implementation for CRM (PeopleSoft CRM 9.2:
Automation and Configuration Tools)"
"Understanding Global Search for CRM (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Understanding PeopleSoft Search Framework Definitions for CRM (PeopleSoft CRM 9.2: Automation
and Configuration Tools)"
"Understanding Runtime Search Options (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Defining System Settings for Email Processing
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Content-Based Routing
This topic describes the content-based routing process using PeopleSoft Search and the elements (queries,
query groups, and worklists) that the system uses during content-based routing.
Queries and Query Groups
Content-based routing of this kind is based on matching the text in an email to a list of keywords that you
define. You define the keyword lists at two levels. Queries are lists of weighted keywords. You assemble
the queries into query groups.
For each query group, the system builds a query statement based on the keywords in all the associated
queries. Executing the query statement yields a score that indicates how well the email matches the
keywords in that query group.
Defining query at the query group level and keywords at the query level can significantly reduce your
keyword data entry and maintenance. For example, if you use 10 worklists for handling printer-related
issues, you can define one query with keywords that are common to all printers and additional queries
with keywords for certain types of printer issues. You can then set up query groups for each type of issue,
and each query group's query references the common keywords in addition to the more specific ones. You
do not need to enter or maintain the set of common keywords in 10 different locations. The reusability of
queries and query groups makes the configuration of content-based routing rules more efficient.
You can also create your own query statement (either from scratch or by modifying the system-generated
query). Once you set the query group definition to use user-created query, any queries associated with the
query group are no longer relevant. Changes to the query or the query group do not update your custom
query unless you copy the updated system-generated query again.
Typically, you create queries and have the system create the query for you. If, however, you prefer to
write your own query, you do not need to create queries. If you create queries and write your own query,
remember that the system does not use the queries when the user-defined query is in use. Also, remember
to validate your query; the routing process does not use custom query that has not been validated.
ERMS Worklists
Each mailbox definition includes a list of worklists that are possible targets for content-based routing. Not
only does this list help to focus the routing process, it also improves performance. The system obtains
scores for relevant query groups only, and you can easily limit the number of queries executed for each
email.
Worklists are associated with one or more query groups so that the query group scores can be used to
calculate worklist scores. Two methods exist for calculating worklist scores: average query group score
and highest query group score. You set this option for each mailbox that you define. Once the routing
process calculates the scores for all potential worklists associated with a mailbox, it routes the email to the
worklist with the highest score.
During the content analysis, the system records worklist scores so that you can view them later in the
email routing history from the email workspace. When rerouting an email, you can refer to this scoring
history to evaluate other potential worklists.
If the score is based on the highest query group score, the system also records (but does not display)
the query group that achieved the score. If a worklist has more than one query group with the highest
score, the priority that's set in the query group and worklist association determines which query group is
considered the one that achieved the highest score.
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Setting Up Unstructured Email Handling
Chapter 8
Query, Query Group, Worklist, and Mailbox Relationships
Content-based routing is based on the following object associations:
•
Queries to query groups.
•
Query groups to worklists.
•
Worklists to mailboxes.
The system routes an email to the mailbox worklist with the highest score. The system calculates the
worklist's score based on the scores for the associated query groups. The system determines the query
group score based on a query statement that includes keywords from the queries that are associated with
the query group.
Image: Relationships of content analysis objects (mailboxes, worklists, query groups and queries)
The following diagram illustrates the relationships between:
In this diagram, an organization is using separate mailboxes for its North American and European support
operations. In North America, the organization has separate group worklists to support laser printers and
inkjet printers; in Europe, there is one group worklist for all printer types.
Because the North American support operation needs to separate laser printer issues from inkjet printer
issues, there are separate query groups for each printer type. The European worklist is associated with
both query groups, each North American worklist is associated with one.
Both of the query groups reference a shared query with general printer keywords. Two other queries
provide lists of laser printer keywords and inkjet printer keywords to the appropriate query group.
Note: Queries use the PeopleSoft related language architecture, so if a query definition contain keywords
in several language, the associated query group definition contains query for each language. During
content analysis, the system applies the query that corresponds to the language code from the mailboxspecific run control for the Build Search Index process.
Analysis Steps
Here is a summary of the process for content-based routing:
1. The system identifies the mailbox to which the email was sent.
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2. Based on the mailbox definition, the system determines which worklists are valid targets.
3. The system determines which query groups are associated with those worklists.
4. The system executes the query for each query group and records each email's score for each query
group.
5. The system determines the score for each worklist, using either the highest query group score or the
average query group score.
6. If no worklist achieves the minimum threshold that you set, the email is routed to the mailbox's
default worklist.
7. If at least one worklist achieves the minimum threshold, the system routes the email to the worklist
with the highest score.
To break a tie, the system uses the worklist priorities that you set within the mailbox definition.
8. The system performs the following post-routing processing:
a. Sends an auto-acknowledgement email to the sender if the mailbox is configured for
acknowledgements.
The system skips this step if the email has a context tag. Consequently, customers do not receive
acknowledgements for every email in an ongoing conversation; they receive an acknowledgment
for the initial email only.
b. Sets the email's processing status to Routed.
The processing status is different from the email status that agents see on the email workspace.
See ERMS Processes.
c. Removes the email from the unstructured email queue.
Note: Content analysis analyzes email body text that is stored in the PeopleSoft CRM tables. It does not
analyze content that is stored as an attachment. When the size of an email causes the system to store its
entire content as an attachment, content analysis is not possible and the unstructured email process routes
the email to the mailbox's default worklist.
Defining Customer-Based Routing Rules
These topics discuss how to:
•
Define an application class with customer-based routing rules.
•
Apply customer-based routing rules to a mailbox.
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Setting Up Unstructured Email Handling
Chapter 8
Page Used to Define Customer-Based Routing Rules
Page Name
Definition Name
Navigation
Usage
Mailbox Definition
RB_MAILBOX_DEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Mailbox Details, Mailbox
Definition
Associate a mailbox with the
application class that performs
customer-based routing.
You also use this page to
define other routing-related
settings such as the default
worklist and the routing rule
type (average query group
score or highest query group
score). We discuss these
aspects of the page in the
documentation for defining
mailboxes.
Defining an Application Class with Customer-Based Routing Rules
To implement customer-based routing rules, create an application class that performs the necessary
analysis and identifies the target worklist.
PeopleSoft CRM provides a base class called CustomRouting that you extend when creating your own
routing processing. The delivered base class is located in the RB_ERMS package.
Sample Code
The following sample code returns a worklist called SpecialVIPService. The worklist name is passed to
the unstructured email process, which routes the email to that worklist.
class CustomRouting
method TargetWL() Returns string
end-class;
method TargetWL
/+ Returns String +/
Local string &Target_Worklist;
/* Custom-based routing here and determine the target worklist to route
the⇒
email to. In this example, the emails will be routed to the group
worklist, '⇒
SpecialVIPService'
&Target_Worklist = "SpecialVIPService";
*/
Return &Target_Worklist;
end-method;
Mailbox Definition Page
Use the Mailbox Definition page (RB_MAILBOX_DEFN) to associate a mailbox with the application
class that performs customer-based routing.
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Chapter 8
Setting Up Unstructured Email Handling
You also use this page to define other routing-related settings such as the default worklist and the routing
rule type (average query group score or highest query group score). We discuss these aspects of the page
in the documentation for defining mailboxes.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Mailbox Definition
In the Unstructured Email Processing group box, enter the ID and path for the application class to be
used.
See Defining Mailboxes.
Defining Context-Based Routing Rules
This topic discusses how to define context-based routing rules.
Page Used to Define Context-Based Routing Rules
Page Name
Definition Name
Navigation
Usage
Exception Routing
RB_EXCP_ROUTE
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Mailbox Details, Exception
Routing
Define routing rules based on
the email address from which
an email was sent.
Exception Routing Page
Use the Exception Routing page (RB_EXCP_ROUTE) to define routing rules based on the email address
from which an email was sent.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
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Setting Up Unstructured Email Handling
Chapter 8
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Exception Routing
Image: Exception Routing page
This example illustrates the fields and controls on the Exception Routing page. You can find definitions
for the fields and controls later on this page.
Reply To
Enter a fully qualified email address. Email received from this
address is routed as specified on this page and does not go
through content-based routing.
Domain
Enter an email address domain (the part of an email address
that follows the @ symbol). Email received from any address in
this domain is routed as specified on this page and does not go
through content-based routing.
Worklist Name
Select the group worklist to which the system routes email from
the specified address or domain.
Comment
Enter an optional comment that explains why email from the
address or domain is routed to the specified worklist.
Defining Content-Based Routing Rules
To define queries, query groups, and associate query groups with a worklists, use the Query/Keyword
Details (RB_QUERY) and the Query Grp/System Associations (RB_QUERY_GROUP), and the Query
Grp/Wrklist Associations (RB_WL_ROUTING) components.
These topics discuss how to:
•
Define queries.
•
Define query groups.
•
Associate query groups with worklists.
Note: These topics only apply to content-based routing using PeopleSoft Search.
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Setting Up Unstructured Email Handling
Pages Used to Define Content-Based Routing Rules
Page Name
Definition Name
Navigation
Usage
Query/Keyword Details
RB_QUERY
Set Up CRM, Product
Define queries and their
Related, Multichannel
keywords and phrases.
Definitions, Email, Add
Queries and Routings, Query/
Keyword Details, Query/
Keyword Details
Query Groups
RB_QUERY_GROUP
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Add
Queries and Routings, Query
Grp/System Associations,
Query Groups
Define query groups and their
associated queries.
Query Group/Worklist
Associations
RB_WL_QG_ASSOC
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Add
Queries and Routings, Query
Grp/Wrklist Associations,
Query Group/Worklist
Associations
Associate query groups with a
worklist.
Prerequisites
Before you set up content-based routing rules, you must:
•
Define the group worklists to which the content-based routing process routes email.
•
Define the mailboxes that use the content-based routing rules.
Related Links
"Understanding CRM Worklists (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Defining Mailboxes
Query/Keyword Details Page
Use the Query/Keyword Details page (RB_QUERY) to define queries and their keywords and phrases.
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Setting Up Unstructured Email Handling
Chapter 8
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Add Queries and Routings, Query/
Keyword Details, Query/Keyword Details
Image: Query/Keyword Details page
This example illustrates the fields and controls on the Query/Keyword Details page. You can find
definitions for the fields and controls later on this page.
Status
Select Active (the default) or Inactive. When the system creates
the query for a query group, any inactive queries are ignored.
Keyword or Phrase Description
List the words and phrases to include in the query. Entries that
include more than one word are treated as phrases; the email
matches the search criteria only if the entire phrase is present.
Any punctuation that you include in the phrase is part of the
phrase.
Weight
Assign a weight between 0.01 to 10.00. (for example, 2.1, 4.6,
and so on) that corresponds to the relative importance of the
word. When the system creates the query for a query group, this
weight is applied to the keyword and is factored into the final
query group score.
Note: Any change to a query's keywords, phrases, or weights automatically updates the system-generated
query statements in all query groups that reference the modified query.
Query Groups Page
Use the Query Groups page (RB_QUERY_GROUP) to define query groups and their associated queries.
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Setting Up Unstructured Email Handling
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Add Queries and Routings, Query
Grp/System Associations, Query Groups
Image: Query Groups page
This example illustrates the fields and controls on the Query Groups page. You can find definitions for the
fields and controls later on this page.
Main Query Group Setup
Threshold
Enter the minimum acceptable score for using the query group.
The system does not use scores that fall below the threshold
when calculating worklist scores. Setting a threshold enables
you to disregard scores so low that the keyword matches are
considered insignificant. The default threshold is 20.
If all of a worklist's query group scores fall below their
individual thresholds, the worklist is not a valid routing target
for the email. All of an email's possible worklists may be
disqualified this way. In that case, content-based routing is
not possible, and the routing process sends the email to the
mailbox's default worklist.
Status
Select Active (the default) or Inactive. When the system
determines the query group scores for an email, it does not
determine scores for inactive query groups.
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Note: If a query group that is already associated with a worklist
is set to Inactive, the system does not use that query group when
calculating the worklist's score during content analysis.
Query Text
System Default
Select to use the query that the system generates based on the
queries that you associate with the query group. The text of
the query appears in the corresponding edit box. The systemgenerated query is not editable. It is refreshed when you save
the component.
If the same keyword or phrase appears in more than one query
in the same query group, the keyword or phrase is used only
once. It retains the highest weight among the duplicates. An
exact match is required only if all duplicate keywords are
configured for exact matching.
Within the query, keywords or phrases that do not have Exact
Match selected are automatically set in uppercase. Phrases are
enclosed in quotation marks.
User Defined
Select to write your own query instead of using the systemgenerated query. The text of the custom query appears in the
corresponding edit box. The user defined query text is editable
only if this option is selected.
Copy System Query Text
If you select the User Defined option, click this button to copy
the system-generated query into the user defined edit box, where
you can modify it to create custom query.
Check Query Text Syntax and Query If you select the User Definedoption, click this button to
Validated
validate the query syntax. If the user query passes the syntax
validation, the system selects the read-only Query Validated
check box. If you change the user query after it has been
validated, the system clears the Query Validated check box and
you must validate the user query syntax again.
If the user query doesn't pass the syntax validation, the system
displays a message that describes all syntax errors.
System-generated query does not require syntax validation.
If a query group uses custom query and the query is not
validated, the system does not use the query group during the
content analysis process.
Queries
Query ID
158
Select the queries to associate with the query group. These are
used to build the system query and are not required if you write
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Setting Up Unstructured Email Handling
your own user query. You can select only active queries. Queries
can be associated with multiple query groups.
Query Name
Displays the name of the query as defined on the Query/
Keyword Details page. Click the query name to access the
Query/Keyword Details page, where you can review and modify
the query definition. If you modify the query definition, the
system automatically updates the system-generated query for all
query groups that reference the query.
Query Group/Worklist Associations Page
Use the Query Group/Worklist Associations page (RB_WL_QG_ASSOC) to associate query groups with
a worklist.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Add Queries and Routings, Query
Grp/Wrklist Associations, Query Group/Worklist Associations
Image: Query Group/Worklist Associations page
This example illustrates the fields and controls on the Query Group/Worklist Associations page. You can
find definitions for the fields and controls later on this page.
Worklist Name and Queue
Displays the worklist whose query group associations you are
defining. The read-only Queue check box is selected if the
worklist that you are configuring is defined as a queue on the
Group Worklist page.
Query Group ID
Select the query groups to associate with this worklist. Only
active query groups are available for selection. If you inactivate
a query group after associating it with a worklist, the query
group is not used to determine the worklist's score.
Query groups can be associated with multiple worklists.
Query Group Name
Displays the name of the query group as defined on the Query
Groups page. Click the query group name to access the Query
Groups page, where you can review the query definition.
Priority
When worklist scores are based on the highest query group
score, the system records (but does not display) the query
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group that achieved the score. If a worklist has more than one
query group with the highest score, the priority that you set
here determines which query group is considered the one that
achieved the highest score.
Enter a priority from 1 to 999. Highest priority is given to the
query group with the lowest value: priority 1 is higher priority
than priority 2.
This priority does not affect the routing, only the statistics that
the system keeps.
When worklist scores are based on average query group scores,
this field is not used.
Applying Content-Based Routing Rules to a Mailbox
These topics discuss how to:
•
Associate AMP rules and worklists with a mailbox.
•
Review worklist statistics for a mailbox.
•
Review the content-based routing rules for a mailbox.
Pages Used to Apply Content-Based Routing Rules to a Mailbox
Page Name
Definition Name
Navigation
Usage
Associate Rules and Worklist
RB_MB_WL_ASSOC
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Mailbox Details, Associate
Rules and Worklist
Associate worklists with
a mailbox and prioritize
worklists for that mailbox.
Worklist Routing Efficiency
RB_WL_EFFICIENCY
Click the Efficiency link
on the Associate Rules and
Worklist page.
Review worklist statistics for
a mailbox.
Content Routing
RB_ROUTING_MAPPING
Set Up CRM, Product
Related, Multichannel
Definitions, Email, Define
Servers and Security,
Mailbox Details, Content
Routing
Review worklists, query
groups, and queries used for
a mailbox's content-based
routing.
Associate Rules and Worklist Page
Use the Associate Rules and Worklist page (RB_MB_WL_ASSOC) to associate worklists with a mailbox
and prioritize worklists for that mailbox.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Associate Rules and Worklist
Image: Associate Rules and Worklist page
This example illustrates the fields and controls on the Associate Rules and Worklist page. You can find
definitions for the fields and controls later on this page.
Behavior Summary
Use this group box to associate categories and category rules with the mailbox. The rules engine
triggers actions to process incoming email automatically based on the email category that is returned for
structured email and the predefined rule that is set up for that category.
See Understanding Automated Mail Processing.
Associated Worklists
Worklist Name
Select the worklists that are possible targets for email sent to the
mailbox that you are setting up.
Queue
This read-only check box is selected if the worklist is defined as
a queue on the Group Worklist page.
Priority
Enter a number representing the worklist's priority. During
content-based routing, if there is a tie between worklists, the
priority that you enter here determines the worklist to which the
email is sent.
Enter a priority from 1 to 999. Highest priority is given to
the query group with the lowest value: priority 1 has a higher
priority than priority 2.
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Efficiency
Chapter 8
Click to access the Worklist Routing Efficiency page, where
you can view statistics related to email that has been previously
routed to the worklist.
Worklist Routing Efficiency Page
Use the Worklist Routing Efficiency page (RB_WL_EFFICIENCY) to review worklist statistics for a
mailbox.
Navigation
Click the Efficiency link on the Associate Rules and Worklist page.
Image: Worklist Routing Efficiency page
This example illustrates the fields and controls on the Worklist Routing Efficiency page. You can find
definitions for the fields and controls later on this page.
Email Routing Statistics
162
Mailbox ID and Worklist/Queue
Name
Displays the mailbox-worklist combination for which statistics
are shown.
Routing Efficiency (%) (routing
efficiency percentage)
The routing efficiency indicates the percentage of the emails
sent to this worklist (from this mailbox) that were closed from
this worklist. An email that was manually reassigned to a
different worklist and then reassigned to the original worklist
is considered closed from the original worklist. (As users
work with an email, the system assigns the email to individual
worklists, but that action does not affect the efficiency rating.)
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Chapter 8
Setting Up Unstructured Email Handling
# of Emails Routed (number of
emails routed)
Displays the total number of emails that were sent to the
specified worklist (from this mailbox) by the content-based
routing process. This is the denominator of the routing
efficiency fraction.
# of Emails Completed (number of
emails completed)
Displays the number of emails that were sent to the specified
worklist and were closed from this worklist. This is the
numerator of the routing efficiency fraction.
Emails Reassigned and Completed in Other Worklists (Top 3)
As elsewhere on this page, the statistics in this group box relate only to email sent to the current mailbox
and originally routed to the worklist whose efficiency information you're viewing.
Worklist/Queue
Displays the top three worklists to which email is most often
manually rerouted from the current worklist.
# Closed (number closed) and
Distribution (%) (distribution
percentage)
Displays the number of rerouted emails that were closed in
the new worklist, and the percentage of the original worklist's
emails that the number represents. For example, if the
unstructured email process routed 100 emails to the original
worklist, and seven of them were closed from the new worklist,
the distribution percentage for the new worklist is 7.
Content Routing Page
Use the Content Routing page (RB_ROUTING_MAPPING) to review worklists, query groups, and
queries used for a mailbox's content-based routing.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Email, Define Servers and Security, Mailbox
Details, Content Routing
Image: Content Routing page
This example illustrates the fields and controls on the Content Routing page. You can find definitions for
the fields and controls later on this page.
Reload Tree
Click to update the information in the analysis hierarchy tree
based on the most current content-based routing definitions.
Analysis Hierarchy
The tree in this group box provides an overview of the content-based routing rules associated with the
current mailbox. Each node on the tree is a link that you can click to view the definition of the underlying
object.
The tree includes the following elements:
•
The root node of the tree represents the current mailbox.
Click the link to display the Mailbox Definition page.
•
Second-level nodes represent the worklists that have been associated with the mailbox on the
Associate Rules and Worklist page.
Click the link to display the Query Group/Worklist Associations page.
•
164
Third-level nodes represent the query groups that have been associated with the worklists on the
Query Group/Worklist page.
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Chapter 8
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Click the link to display the Query Groups page.
•
Fourth-level nodes represent the queries (keyword lists) that have been associated with the query
group on the Query Groups page.
Click the link to display the Query/Keyword Details page.
Note: If the query group uses custom query, the associated queries are not a reliable indicator of the
query group content.
Key to Icons
Except for the root node, representing the mailbox, every node in the analysis hierarchy tree includes an
icon that visually indicates the type of object represented.
Email Worklist
The Email Worklist icon appears next to each worklist in the
analysis hierarchy.
Query Groups
The Query Group icon appears next to each query group in the
analysis hierarchy.
Queries
The Query icon appears next to each query in the analysis
hierarchy.
Inactive
This notation appears next to a mailbox, query, or query group
whose status is Inactive.
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165
Chapter 9
Setting Up Chat
Understanding Chat
These topics discuss:
•
Chat and PeopleSoft MultiChannel Framework.
•
Application data in the chat workspace.
•
Chat profiles.
•
Chat and interactions.
•
Chat logs and reports.
Chat and PeopleSoft MultiChannel Framework
PeopleSoft CRM provides the chat feature that enables agents to communicate with customers through
two-way text chat. The feature leverages the MultiChannel Framework (MCF) functionality and
setup components and is tightly integrated with the Multichannel Toolbar to provide a consistent user
experience for agents who process tasks from different media channels through the toolbar.
Self-service users can initiate live chat sessions from self-service pages that are configured to support the
chat functionality. When chat is enabled in a self-service page, the Live Chat with Agent section appears
where a user selects a subject and enters a question for the chat request. When the user submits the chat
request, the system routes it to the queue that is associated with the user-selected subject. The mapping is
defined in the chat profile setup, which is then specified in the self-service page during setup. Meanwhile,
a customer chat window is displayed on the customer side awaiting agent response, and the queue server
is notified that a customer chat is waiting to be assigned. The server determines the appropriate agent
for assignment according to workload, cost, agent availability, skill level, and language. When the agent
accepts the chat session, the agent chat window appears on the agent side and the live chat session begins.
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The CRM system creates an interaction for the chat session if the self-service user is registered in the
CRM system.
Image: Initiation and routing of chat request from self-service page
This diagram summarizes the process for sending chat requests from self-service pages:
As mentioned, chat requests are routed by the universal queue to the first available agent with the skills
to handle that request. Agents receive the request through the Multichannel Toolbar, which enables them
to manage multiple simultaneous chat sessions. Accepting a chat request opens the chat workspace,
which contains an agent chat window and a CRM transactional page where agents can look up customer
information or transactions that relate to the incoming chat sessions. Agents can conference peers and
supervisors into the chat, and transfer chat sessions to other queues for other agents. Agents can also
initiate chats with other agents on their buddy lists.
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Chapter 9
Setting Up Chat
For information about the technical architecture that supports chat, refer to the PeopleSoft MultiChannel
Framework PeopleToolsdocumentation.
Application Data in the Chat Workspace
PeopleSoft CRM enables the chat feature on all self-service pages. For each self-service page where
customers can submit chat requests, you specify a CRM transactional page that will be displayed on the
chat workspace for agents to review customer or transactional information pertaining to the requests.
System-delivered agent pop-up pages include:
•
The 360-Degree View page.
•
The mini navigation page for CRM applications.
This page is a simplified version of the 360-Degree View page. It captures high-level customer or
worker information and provides search capabilities for each CRM object for which you have a
self-service application. For example, case search is available if you have installed the self-service
application of PeopleSoft Support, or HelpDesk, or HelpDesk for Human Resources. The same is true
for order search if you have licensed PeopleSoft Order Capture Self Service.
•
Case pages for Support, HelpDesk, and HelpDesk for Human Resources.
•
The Order detail page.
•
The Product detail page.
•
The Solution detail page.
Related Links
Chat Enabled Page Setup Page
Agent Popup Page Definition Page
Chat Profiles
A chat profile specifies options and values that are used to process chat requests, which include chat
routing, subject and queue mapping and so on. Associate each chat-enabled self-service page with a chat
profile to determine how chat requests initiated from that page should be handled. You can set up multiple
chat profiles, each of them applies to a subset of pages that process chat requests similarly.
A self-service page is ready to accept chat requests after you have enabled chat on it and associated it with
a chat profile and an agent pop-up page in the Chat Enabled Self-Service Page Setup page.
Chat and Interactions
When identified customers submit chat requests to the queue server successfully, PeopleSoft CRM
creates interactions of the type Chat. The creation of these interactions ensures that the chat requests are
captured even if customers cancel the sessions before agents can respond. If a chat session is linked to a
specific transaction, that transaction automatically becomes a sub-interaction of the chat interaction that
the system creates. For example, if a customer initiates a chat session from the self-service page about
a particular order, that order becomes an associated sub-interaction of the chat session. Both the chat
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Chapter 9
interaction and its sub-interactions can be accessed from the 360-Degree View and the Interaction List of
the corresponding customer.
The system creates chat-related sub-interactions for two types of transactions: case and order.
Also available in the interaction is the category that was selected when the chat session was closed.
The chat interaction history is available for viewing from its corresponding transaction, on the 360Degree View of the customer under the interaction node, and the Chat Detail page (with a related
transaction of order in this case).
Note: PeopleSoft CRM does not create interactions for guest self-service users.
Chat Logs and Reports
The system provides the option of logging information about chat sessions, which includes the actual
dialog between customers and agents, related transactions, and the names of agents and queues for the
sessions. You can access this log by accessing an interaction node in the 360-Degree View or navigating
to the Chat Detail component.
Agents can email customers the chat dialog on the chat workspace as requested.
As delivered, chat logging is disabled. You turn on this option on the Cluster Tuning page in PeopleTools.
PeopleSoft CRM offers reporting functionality on chat. You can run reports to view chat volume by agent
or queue within a date range.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
Related Links
Emailing Chat Logs
PeopleSoft CRM Multichannel Communications Reports: General Description
Setting Up the Chat Framework
The chat framework that you need to set up includes these items whose definitions are maintained in
PeopleTools:
•
Real-time event notification (REN) servers.
•
Universal queue servers.
•
MCF log servers.
•
Queue clusters.
•
Queues.
•
Agents.
Note: You can use PeopleSoft CRM group worklist definitions to create queues and agents.
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Chapter 9
Setting Up Chat
This framework is not unique to chat; it is also used by the email response management system (ERMS).
You can find more detailed information about setting up this framework in this documentation discussion
of multichannel architecture.
Here is the high-level guideline for setting up chat in the PeopleSoft CRM system:
1. Define a REN server.
2. Define a REN server cluster.
After configuration is complete, restart the REN server. Ensure that the server is up and running by
performing a ping test.
3. Define a cluster.
4. Define a queue.
Define a queue in one of two ways: through PeopleTools (the Queue component) or through CRM
(the Group Worklist page). Ensure that the queue server is running.
5. Define an MCF agent.
Define and configure an agent using the Agent Configuration component. After the agent setup is
complete and is associated with a queue, ensure that the agent can log on to the Multichannel Toolbar
and the queue.
6. Set up a chat profile.
7. Set up the agent pop-up page setting.
8. Set up chat-enabled self-service pages.
9. Specify self-service pages that can be pushed to a customer's workstation.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
Related Links
Configuring Agents for Unified Agent Desktop
Setting Up Universal Queuing
Setting Up Chat Options
These topics discuss how to:
•
Define chat profiles.
•
Define agent pop-up pages.
•
Define general options for chat-enabled pages.
•
Define pages to be pushed to customers.
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Setting Up Chat
Chapter 9
Pages Used to Set Up Chat Options
Page Name
Definition Name
Navigation
Usage
Chat Profile Setup
RB_CHAT_PROFILE
Set Up CRM, Product
Related, Multichannel
Definitions, Chat, Chat
Profile Setup, Chat Profile
Setup
Define general options and
routing rules for chat profiles.
You specify a chat profile for
each self-service page used
for chat.
Agent Popup Page Definition
RB_CHAT_POPUP
Set Up CRM, Product
Related, Multichannel
Definitions, Chat, Agent
Popup, Agent Popup Page
Definition
Define the mapping between
self-service pages and fullfunctional page setup. You
can associate an agent pop-up
page (a full-functional page)
with multiple self-service
pages on the Agent Popup
Page Definition page, the
system uses the one mapping
that's specified on the Chat
Enabled Page Setup page at
runtime.
Chat Enabled Page Setup
RB_CHAT_ADMIN
Set Up CRM, Product
Related, Multichannel
Definitions, Chat, Chat Page
Setup, Chat Enabled Page
Setup
Specify the chat profile and
agent pop-up page for each
self-service page to support
the chat feature.
Self-Service Page Mapping
RB_CHAT_MAP
Set Up CRM, Product
Related, Multichannel
Definitions, Chat, Page
Mapping, Self-Service Page
Mapping
Specify self-service pages that
can be pushed to customers.
Chat Profile Setup Page
Use the Chat Profile Setup page (RB_CHAT_PROFILE) to define general options and routing rules for
chat profiles.
You specify a chat profile for each self-service page used for chat.
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Chapter 9
Setting Up Chat
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Chat, Chat Profile Setup, Chat Profile Setup
Image: Chat Profile Setup page
This example illustrates the fields and controls on the Chat Profile Setup page. You can find definitions
for the fields and controls later on this page.
Chat General
Require user to enter question
Select to require users to enter their questions before submitting
chat requests.
Allow guest user to enter name
Select to allow guest users to enter their names in self-service
pages before submitting chat sessions to the queue server.
Chat Routing
Agent Portal Name and Node Name
Enter the portal registry and portal node of CRM full-functional
pages that agents access.
The full-function pages that you show the agent can be from
any portal registry. For example, you might enter EMPLOYEE
or CUSTOMER, just make sure that your agents have security
access to the page. The node is always CRM.
Agent Skill Level
Enter the agent skill level that is assigned to all chat requests.
Only agents with at least the specified skill level can see and
accept the request.
Chat Priority
Enter the priority that is assigned to all chat requests.
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Setting Up Chat
Subject
Chapter 9
Enter the default subject that is to be used for chat requests
where the customer does not enter a subject. When chat
requests appear in an agent's queue, the subject gives the agent
information about the request.
Select a subject as the default value to show on self-service
pages.
Queue Name
Select the queue to which all chat requests for the corresponding
subject are routed.
Agent Popup Page Definition Page
Use the Agent Popup Page Definition page (RB_CHAT_POPUP) to define the mapping between selfservice pages and full-functional page setup.
You can associate an agent pop-up page (a full-functional page) with multiple self-service pages on the
Agent Popup Page Definition page, the system uses the one mapping that's specified on the Chat Enabled
Page Setup page at runtime.
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Chapter 9
Setting Up Chat
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Chat, Agent Popup, Agent Popup Page
Definition
Image: Agent Popup Page Definition page
This example illustrates the fields and controls on the Agent Popup Page Definition page. You can find
definitions for the fields and controls later on this page.
Page ID
Displays the name that uniquely identifies the full-functional
page. Some pages share the same page and component names
(for example, support case, helpdesk case, and helpdesk case
for human resources pages), the system uses the page ID to
distinguish them.
Template ID
Displays the display template ID used by the full-functional
page, if applicable.
App. Package (application package)
Displays the system delivered application package name that
contains the application classes and methods used to define the
mapping between self-service pages and full-functional pages.
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App. Class (application class)
Displays the specific application class that contains all methods
used to define the mapping between self-service pages and the
full-functional page.
App. Method (application method)
Displays the PeopleCode application class method name that
is used to populate all application keys needed to open the fullfunctional page. The system uses this method to populate all
the information needed for creating chat interaction. The same
method can be used by multiple self-service pages. You can
create additional application classes and methods to perform the
tasks.
Chat Enabled Self-service Pages
This grid lists the self-service pages that are associated with the selected agent pop-up page. The selected
agent pop-up page is displayed in the agent chat window when agents accept chat requests that originate
from any of the listed self-service pages.
Chat Enabled Page Setup Page
Use the Chat Enabled Page Setup page (RB_CHAT_ADMIN) to specify the chat profile and agent pop-up
page for each self-service page to support the chat feature.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Chat, Chat Page Setup, Chat Enabled Page
Setup
Image: Chat Enabled Page Setup page
This example illustrates the fields and controls on the Chat Enabled Page Setup page. You can find
definitions for the fields and controls later on this page.
176
Self Service Page
Displays the CRM self-service page that has implemented the
chat feature.
Enable Chat Automation
Select to activate the corresponding page for users to start live
chat.
Component and Market
Select the component that is associated with the corresponding
self-service page.
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Chapter 9
Setting Up Chat
Typically, you have one row in the grid for each self-service
page. Or you can have multiple pages (multiple versions of the
page) to the grid, with each one uniquely identified by a display
template ID, for example. If display template ID is used, the
market value is always set to GBL.
When you add a new row to the grid, the system sets the value
of the market GBL by default.
Template ID
Select the display template ID that is used by the self-service
page, if applicable.
Chat Profile
Select a chat profile to apply to the self-service page. Click the
Chat Profile link to view and edit the associated chat profile
setup.
Agent Popup Page
Select a CRM full-functional page from the drop-down list box.
When users initiate chat sessions from a self-service page, the
associated CRM page is displayed in the agent chat window.
Click the Agent Popup link to view the selected agent popup
page on the Agent Popup Page Definition page.
Service Page Mapping Page
Use the Self-Service Page Mapping page (RB_CHAT_MAP) to specify self-service pages that can be
pushed to customers.
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Setting Up Chat
Chapter 9
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Chat, Page Mapping, Self-Service Page
Mapping
Image: Self-Service Page Mapping page
This example illustrates the fields and controls on the Self-Service Page Mapping page. You can find
definitions for the fields and controls later on this page.
Agent Popup Page ID and Page
Display the ID and name of the CRM full-functional page (an
agent pop-up page) that appears when the agent clicks the Select
button on the agent chat window.
List of Self-Service Pages
178
Page
Enter the object name of the self-service page that maps to the
given agent pop-up page and is available in the Push Web Page
window to be pushed to customer's machine. Enter a row of data
for each self-service page.
Component and Menu Name
Enter the component name, menu name for the page that you
selected.
Market and Template ID
Select the market for the corresponding self-service page,
typically it is set to GBL. Select the display template ID for
the page, if applicable. Use the GBL market if you reference a
display template.
Portal and Node
Enter the portal registry and portal node of the page that you
selected.
Copyright © 2001, 2013, Oracle and/or its affiliates. All rights reserved.
Chapter 10
Configuring CTI
Understanding CTI
These topics discuss:
•
The PeopleSoft CTI solution.
•
CTI configuration.
•
The Multichannel Toolbar.
•
Third party CTI system definitions.
•
CTI transactions and page mapping.
Note: Please refer to the PeopleTools documentation for more information on the PeopleSoft CTI
solution.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
The PeopleSoft CTI Solution
Oracle's PeopleSoft CTI Integration for Oracle's PeopleSoft Customer Relationship Management (CRM)
is an integration application to third-party middleware solutions. This solution provides full CTI functions
for unified, screen-based telephony and population of PeopleSoft application pages, and works with
leading contact center switching platforms.
PeopleSoft CTI Integration enables the system to open application pages based on information a caller
enters into an interactive voice response (IVR) system. PeopleTools MultiChannel Framework integrates
with third-party middleware to provide the CTI framework, and PeopleSoft CRM configuration pages
enable you to map transaction IDs to specific CRM components. After you configure PeopleSoft
PeopleTools, your middleware, and PeopleSoft CRM, the CTI workflow process is as follows:
1. A customer enters information using the IVR system.
2. The private branch exchange (PBX) system's automatic call distributor (ACD) routes the call to the
third-party CTI middleware.
3. The middleware converts the customer's entries into key fields and passes them to the PeopleSoft CTI
application.
4. An agent accepts the call from the Multichannel Toolbar.
5. The PeopleSoft CTI application looks at your CRM configuration to match the transaction ID to a
target page, and then it uses an iScript to open that target page and pre-populate it with the caller's
data.
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Target pages can be in the PeopleSoft CRM database or another database.
Image: CTI solution process flow for accepting customer calls and displaying corresponding target
transaction pages, where a target page can be mapped via CRM configuration to a page in CRM
database or in another database
The following graphic illustrates the CTI process flow, which includes accepting external customer calls
from the IVR system, mapping call data to CRM transactions, and displaying corresponding application
pages for agents to handle customer requests:
For a list of partners that offer CTI middleware integrations, refer to the link in the See Also section.
Note: PeopleSoft CTI Integration is a licensed product.
See Oracle Validated Application Integrations - Find a Partner Solution.
Related Links
Monitoring Real-Time Information
Understanding Multichannel Toolbar Functionality
CTI Configuration
To set up CTI for your site, you must:
1. Set up your third-party middleware.
See Your third-party middleware documentation.
2. Configure PeopleSoft CTI.
See PeopleTools: PeopleSoft MultiChannel Framework
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3. Program the IVR and your middleware to ensure that the transaction number and other required
parameters are populated.
See The documentation for your IVR and middleware systems.
4. Map CTI transactions to application pages.
Identify the target page for each transaction, and determine the key fields that the IVR system will
populate.
Note: The final step, mapping CTI transactions to application pages, is the only step detailed in these
topics. Refer to PeopleSoft PeopleTools documentation for additional information about all other aspects
of CTI configuration.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
The Multichannel Toolbar
The Multichannel Toolbar console is the interface that agents use to perform all CTI-related actions. We
discuss this toolbar in the documentation about using the Unified Agent Desktop.
Related Links
Understanding Multichannel Toolbar Functionality
Third Party CTI System Definition
PeopleSoft CRM supports the integration with third-party CTI vendor products through configuration that
is performed on the CRM system. Administrators can create CTI vendor definitions on the CRM system,
configure Javascript functions and parameters for them, and activate one to be used at any given time.
All the configuration procedures can be done on the CRM system without the need to modify existing
applications and PeopleCode.
Related Links
Setting Up CTI System Definitions
CTI Transactions and Page Mapping
The IVR assigns questions and their responses to a transaction number that is passed to the PeopleSoft
CTI application. By mapping the transaction ID to a target page, you enable the system to route the call
appropriately.
For example, if transaction 2 is mapped to the Case page for PeopleSoft Support, the IVR system captures
the transaction number and the case number, and the CTI system displays the Case page for the case that
the caller entered.
Mapping transactions involves two tasks:
•
Enter transaction-level information.
Associate each transaction ID to a page, and identify the field data that the system can expect to
receive from the IVR for that transaction.
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•
Chapter 10
Enter database-level information.
Each database you use (for example, the PeopleSoft CRM database and the PeopleSoft Financials and
Supply Chain Management databases) is registered as a content provider in PeopleSoft Applications
Portal. For each content provider, even if you have only one, you must identify the associated
transactions.
Delivered Transaction Mappings
This table lists the transaction number, target page, and required fields for each delivered PeopleSoft
CRM transaction:
Transaction ID and Description
Target Page
Required Fields
1: Service Order Lookup
Service Order (RF_SERVICE_ORDER)
Service Order ID.
2: Support Case Lookup
Case page (RC_CASE)
Case ID.
3: Help Desk Case Lookup
Case page (RC_CASE)
Case ID.
4. Order Status (FDM)
Order Search (ORDER_TRACK_
SRCH)
-
5. Bill Inquiry (FDM)
Bill Search (BI_HDR_INQ)
-
9: Customer Lookup
360-Degree View Search
Customer ID.
(RB_TD_AGT_SRCH_GBL)
182
11: Quote or Order Lookup
Quote or Order (RO_FORM)
External Order ID.
17: Help Desk Employee ID Lookup
360-Degree View for Employees (RC_
HD360_SRH)
Employee ID.
20: Human Resources Help Desk
Employee ID Lookup
360-Degree View for Employee Human
Resources Information (RC_HRHD360
_SRH)
Employee ID.
21: Human Resources Help Desk
National ID Lookup
360-Degree View for Employee Human
Resources Information (RC_HRHD360
_SRH)
National ID.
22: Human Resources Help Desk Case
Lookup
Case page (RC_CASE)
Case ID.
27: Phone Number Lookup
360-Degree View Search (RB_TD_AGT Phone number.
_SRCH_GBL)
88: New Customer (FDM)
Customer Search (QUICK_CUST_
SRCH)
-
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Transaction ID and Description
Target Page
Required Fields
89: Customer Inquiry (FDM)
Customer Search (QUICK_CUST_
SRCH)
-
99: CTI Test
CTI Test (CTI_TEST)
Customer ID.
In addition to the required fields shown, all transactions require that the IVR system pass a CTI
transaction number and the caller's phone number.
Oracle also delivers mappings for certain PeopleSoft Supply Chain Management transactions. You can
review all delivered transactions on the CTI Mapping page.
If you are using the transactions that are delivered with PeopleSoft CRM, you do not need to use the
CTI Mapping page to create your transactions and mappings; it has been done for you. You will need to
program the key fields and the transaction numbers for the delivered transactions into the IVR system.
Autonumbering Considerations
PeopleSoft CTI requires that all user inputs be either all numbers or all letters, but not a mix. Certain
autonumbered fields that CTI users are asked to enter (for example, IDs for orders, service orders, and
customers) can normally contain a mix of numbers and letters, but if you use CTI, define these fields
using only one or the other.
Many of the objects accessed through CTI are keyed by a combination of business unit and ID. CTI users
are never asked to enter a business unit, so to ensure that an ID entered by a CTI user uniquely identifies
an object, you must configure IDs to be unique across all business units. In the case of the customer
ID that is used to display a customer's 360-degree view, the customer ID has to be unique within the
database. IDs that come from the last number table (for example, case IDs) are inherently unique across
business units. Only IDs that come from the Auto Numbering page can be non-unique.
Related Links
Mapping CTI Transactions to Application Pages
"Setting Up Automatic Numbering (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
Understanding PeopleSoft and Siebel CRM Call Center On
Demand Integration
These topics discuss:
•
Integration overview.
•
CCOD setup considerations.
•
PeopleSoft setup considerations.
•
Supported transaction components for screen pops.
•
Logic for determining PeopleSoft pages for screen pops.
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Integration Overview
Siebel CRM Call Center On Demand (CCOD) is a hosted CRM solution that delivers voice, voicemail,
email, and web communications to customers at a monthly charge. Customers who subscribe to the
service can run their call center operations without the need to invest intensively in hardware, software
and CTI resources, which are traditionally required to build a call center. The integration between
PeopleSoft CRM and CCOD provides CTI capabilities for PeopleSoft customers without the need to
install any CTI-specific equipments at customers' premises.
Important! The PeopleSoft and Siebel CRM Call Center On Demand integration is an alternative to the
PeopleTools CTI functionality that is currently offered in PeopleSoft CRM. Both are designed to co-exist
in the PeopleSoft system; select either functionality this is best fitted to implement in your environment.
This integrated solution utilizes the CCOD infrastructure to receive incoming phone calls, route
them to agents, and formulate URLs that pop PeopleSoft component pages on agents' screens.
When the PeopleSoft system receives the URL from CCOD, the URL is processed by a CTI iScript
(WEBLIB_RB.GETINFO.FieldFormula.IScript_CTIdirect), which parses the URL and identifies the
appropriate PeopleSoft page to pop on the agent's screen.
Image: PeopleSoft and Siebel CRM Call Center On Demand integration flow
This diagram illustrates the integration between PeopleSoft and CCOD:
Agent and queue setup is not needed for this integration.
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CCOD Setup Considerations
The CTI iScript parses the key/value pairs in the CCOD-formulated URL to determine the PeopleSoft
component page to pop on the agent's screen. In order to have the proper key/value pairs in the URL, the
setup on CCOD must be completed successfully on the hosted environment in these areas:
•
CRM Integration URL
This is the URL of the PeopleSoft system where agents use the CRM application to service their
customers. When a phone call comes in and is processed by CCOD, screen pop to this URL appears
on the agent's screen. To do so, the WEBLIB_RB.GETINFO.FieldFormula.IScript_CTIdirect iScript
needs to be included in the URL to ensure that the screen pops go to right PeopleSoft CTI entry point.
Here's a sample URL:
http://adas0102.peoplesoft.com/psp/cr900dvl/EMPLOYEE/CRM/s/WEBLIB_RB.GETINFO.F⇒
ieldFormula.IScript_CTIdirect?COD=true
At runtime, the URL has additional parameters appended to it that are related to the incoming call.
You can associate one CCOD setup with one PeopleSoft domain only, because each CCOD setup
points to only one PeopleSoft URL for screen pops. However, you can associate one PeopleSoft
domain with multiple CCODs.
•
Company prompts
They are the voice recordings that callers hear when they call the support center. Each prompt is an
individual recording informing users what they need to do, for example, entering case IDs from their
touch tone phones.
•
Menus
They are used to create the tree structure for routing phone calls. For example, if a user selects option
1, the menu presents other options that pertain to option 1; another set of options are available if the
user selects option 2, and so on. This is the routing structure a company would use to direct a phone
call to the proper department.
•
Project
It tells the system where to begin the menu structure. For example, start with the menu that contains
the Are you a Customer or an Employee? prompt.
Please refer to Siebel CRM Call Center On Demand documentation for further information on CCOD
setup.
PeopleSoft Setup Considerations
Make sure that the target portal URL for the CRM content provider is updated to point to the correct site
URL. CTI configurations are established on the CTI Configuration page under Set Up CRM, Common
Definitions, Integration Rules, CTI, CTI Configuration.
Related Links
CTI Configuration Page
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Supported Transaction Components for Screen Pops
As delivered, the integration supports screen pops for these components:
•
Customer 360-Degree View.
•
Employee 360-Degree View.
•
Customer Support Case.
•
HR HelpDesk Case.
•
IT HelpDesk Case.
Agents must have access to all these components to accept screen pops. They are required to log in at the
initial screen pop.
This table lists the CRM transactions that the integration supports for screen pops.
Component Target Page
Transaction ID
Customer 360 Search Page
9
Employee (Worker) 360 Search Page
17
Customer Support Case Search Page
2
Employee HR Helpdesk Search Page
22
Employee IT Helpdesk Search Page
3
As part of the existing CRM CTI setup, each supported transaction is associated with an ID. At runtime,
the system uses the transaction ID, which is derived from the option selected by the caller through the
IVR system, to identify the appropriate component page for screen pops. The PeopleSoft and CCOD
integration leverages this configuration for its supported components. This is how the transaction IDs
are used. Suppose that an implementer is defining a menu on the CCOD side, and has decided that
one action of this menu should be popping the Customer 360-Degree View search page when callers
press the 3 key on the phone. In this scenario, the implementer needs to set the CTI_TRANSACTION
variable (for the touch tone key 3,) to equal 9, which is the transaction ID for the Customer 360-Degree
View search page. At runtime, if a caller presses 3 in that same menu, CCOD appends the key/value
pair CTI_TRANSACTION=9 to the URL and sends it to the PeopleSoft system. From the mapping, the
PeopleSoft system knows exactly which component page to pop on the agent's screen.
Note: If you want to modify transaction IDs, you must update the
RB_COD_CONFIG.COMPONENT_NAME.FieldChange event to accommodate the changes.
Related Links
CTI Transactions and Page Mapping
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Logic for Determining PeopleSoft Pages for Screen Pops
When a phone call comes in, the system determines the PeopleSoft component page to display for call
center agents based on customer input that the IVR system captures and the CTI setup on the CCOD side.
Then, certain logic applies in an effort to select the appropriate page to display on the agent's screen. The
rules are similar for customer calls and employee calls.
Customer
These rules apply to calls from customers.
•
360-Degree View.
The 360-Degree View search page is displayed, if the phone number of the incoming call is associated
with either more than one contact or no contacts in the CRM system. If the phone number matches the
number of a single contact, the 360-Degree View page for that contact appears.
•
Support Case.
If a match is found for the case ID that is supplied, the Case page for that case ID is displayed;
otherwise, the Case search page appears and the agent needs to speak with the customer to gather
more information about the case.
Employee
These rules apply to calls from employees:
•
360-Degree View.
The 360-Degree View search page always appears because of:
•
•
Security concern. Agents must collect confidential information from employees verbally when
they call.
•
Alphabetic employee IDs. CCOD can only send numeric data that is collected from touch tone
phones.
HelpDesk Case.
If a match is found for the case ID that is collected, the Case page for that case ID is displayed;
otherwise, the Case search page appears.
Setting Up CTI System Definitions
These topics discuss how to:
•
Set up CTI definitions.
•
View system functions for CTI definitions.
•
Register system functions for CTI definitions.
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•
Chapter 10
Specify CTI function parameters.
Pages Used to Set Up CTI System Definitions
Page Name
Definition Name
Navigation
Usage
CTI System Definition
RB_CTI_SYS_DEFN
Set Up CRM, Common
Definitions, Integration
Rules, CTI, CTI Definitions,
CTI System Definition
Set up definitions for CTI
vendor products.
CTI System Function
RB_CTI_DEF_FUNC
•
Set Up CRM, Common
Definitions, Integration
Rules, CTI, CTI
Functions, CTI System
Function
View system functions for
CTI definitions.
•
Click the Configure
link on the CTI System
Definition page.
CTI System Function
RB_CTI_SYS_FUNC
Set Up CRM, Common
Definitions, Integration
Rules, CTI, System
Function, CTI System
Function
Register system functions for
CTI definitions.
CTI Function Parameters
RB_CTIDEF_JFUNC
•
Set Up CRM, Common
Definitions, Integration
Rules, CTI, CTI
Parameters, CTI
Function Parameters
Specify parameters for use in
CTI system functions.
•
Click the Configure
link on the CTI System
Function page (RB_CTI_
DEF_FUNC).
CTI System Definition Page
Use the CTI System Definition page (RB_CTI_SYS_DEFN) to set up definitions for CTI vendor
products.
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Navigation
Set Up CRM, Common Definitions, Integration Rules, CTI, CTI Definitions, CTI System Definition
Image: CTI System Definition page
This example illustrates the fields and controls on the CTI System Definition page. You can find
definitions for the fields and controls later on this page.
The CRM system delivers two CTI definitions, ASPT and PSFT. Customers can add new definitions for
their own CTI vendor products.
Configure
Click to access the CTI System Function page (RB_CTI_DEF_
FUNC) and confirm the script path and functions that are used
by the CTI vendor product.
CTI System Function Page
Use the CTI System Function page (RB_CTI_DEF_FUNC) to view system functions for CTI definitions.
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Navigation
•
Set Up CRM, Common Definitions, Integration Rules, CTI, CTI Functions, CTI System Function
•
Click the Configure link on the CTI System Definition page.
Image: CTI System Function page (RB_CTI_DEF_FUNC)
This example illustrates the fields and controls on the CTI System Function page (RB_CTI_DEF_FUNC).
You can find definitions for the fields and controls later on this page.
This page lists all registered system functions that are associated with the specified CTI definition.
Confirmed
Select to verify that the system function is configured properly
so that it can be executed in the CRM system.
Configure
Click to access the CTI Function Parameters page to view
function details and modify them as needed.
CTI System Function Page
Use the CTI System Function page (RB_CTI_SYS_FUNC) to register system functions for CTI
definitions.
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Navigation
Set Up CRM, Common Definitions, Integration Rules, CTI, System Function, CTI System Function
Image: CTI System Function page (RB_CTI_SYS_FUNC)
This example illustrates the fields and controls on the CTI System Function page (RB_CTI_SYS_FUNC).
You can find definitions for the fields and controls later on this page.
Use this page to register CTI functions that the CRM system invokes as system functions. This page
associates a CTI system function with an application class method. Additionally, it captures the
parameters that can be passed to this function.
System Function Name
Enter the logical name of the function.
Application Class ID, Application
Class Path and Method Name
Enter the application class name, class path and the method
that points to the PeopleCode, which builds the corresponding
Javascript function at runtime.
Each function is associated with an application class method.
Before registering a new function on this page, its method must
be coded already.
The PeopleSoft system delivers the CTIFunctions application
class in the RB_CTI application package. Two methods in
this class are registered on this page: OutboundDial and
TransferCall.
Function Parameters
Enter the parameters to pass to the selected function.
For each listed parameter, specify the order in which it is passed
to the function, the name of the parameter, the type (character,
date, or number) of the parameter as well as its length. Select
the Required check box if the parameter must be passed to the
function.
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Function parameters are defined on the CTI Function
Parameters page.
CTI Function Parameters Page
Use the CTI Function Parameters page (RB_CTIDEF_JFUNC) to specify parameters for use in CTI
system functions.
Navigation
•
Set Up CRM, Common Definitions, Integration Rules, CTI, CTI Parameters, CTI Function
Parameters
•
Click the Configure link on the CTI System Function page (RB_CTI_DEF_FUNC).
Image: CTI Function Parameters page
This example illustrates the fields and controls on the CTI Function Parameters page. You can find
definitions for the fields and controls later on this page.
This page associates a CTI function with a Javascript function for any given CTI definition.
CTI Script Name
Enter the name of the script that contains the listed Javascript
function.
Function Parameters
Lists the parameters that the function expects.
You can select optional parameters to be passed to the function.
Clear the Select check box to not pass a parameter to the
function.
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Mapping CTI Transactions to Application Pages
To map transaction IDs to PeopleSoft CRM application pages, use the CTI Mapping (CTI_MAPPING)
component.
To identify transactions for each content provider, use the CTI Configuration (CTI_CONFIG) component.
These topics discuss how to:
•
Map transaction IDs to application pages.
•
Identify transactions for each content provider.
•
Test your CTI connection.
Pages Used to Map to Application Pages
Page Name
Definition Name
Navigation
Usage
CTI Mapping
CTI_PS_MAPPING
Set Up CRM, Common
Definitions, Integration
Rules, CTI, CTI Mapping,
CTI Mapping
Map transaction IDs to target
application pages.
CTI Configuration
CTI_CONFIG
Set Up CRM, Common
Definitions, Integration
Rules, CTI, CTI
Configuration, CTI
Configuration
Identify the transactions
associated with each content
provider.
CTI Transaction
DERIVED_CTI
This page appears when
a caller enters an invalid
transaction ID.
Route calls to target pages
based on the transaction ID.
Normally it does not appear,
but if it cannot identify the
transaction ID, it displays an
invalid transaction ID error
message.
CTI Test
CTI_TEST
Set Up CRM, Common
Definitions, Integration
Rules, CTI, CTI Test, CTI
Test
Test your CTI application.
CTI Mapping Page
Use the CTI Mapping page (CTI_PS_MAPPING) to map transaction IDs to target application pages.
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Navigation
Set Up CRM, Common Definitions, Integration Rules, CTI, CTI Mapping, CTI Mapping
Image: CTI Mapping page
This example illustrates the fields and controls on the CTI Mapping page. You can find definitions for the
fields and controls later on this page.
Transaction ID
Enter the numeric identifier for the CTI transaction whose target
page you are defining.
Foreign Transaction
Select if you are setting up a transaction whose target page
belongs to a content provider other than PeopleSoft CRM.
Menu Name, Menu Bar Name,
Component ID, and Page Name
Enter the complete navigation for the target page. Enter the
PeopleSoft PeopleTools object names for the menu, the menu
bar, the menu item (the component), and the page.
Display Template Family Code
Specify the display template that the system uses to present the
target component.
For example, the Case component uses display templates to
control its appearance and behavior. The CRM system prepopulates the appropriate display template ID for each caserelated CTI transaction in the system.
If customers enter an invalid case ID, the case search page for
the template appears.
194
Edit Table
Enter the search record for the target component.
Mode
Select Add to create a new record in the target page to access the
page in Add mode.
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Configuring CTI
Select Update/Inquiry to access data in the target page to access
the page in Update mode.
Primary Keys
The Primary Keys group box displays the search keys for the target page. Select the URL Parameters
check box for the fields that the IVR system will populate.
CTI Configuration Page
Use the CTI Configuration page (CTI_CONFIG) to identify the transactions associated with each content
provider.
Navigation
Set Up CRM, Common Definitions, Integration Rules, CTI, CTI Configuration, CTI Configuration
Image: CTI Configuration page
This example illustrates the fields and controls on the CTI Configuration page. You can find definitions
for the fields and controls later on this page.
Content Provider Name
Complete this field for each content provider that has pages that
are accessed through CTI. At a minimum, define information for
the CRM content provider (the PeopleSoft CRM database).
CTI Description
Enter a description of the content provider.
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Target Portal URL
Chapter 10
Enter the URL used to access this content provider in this
format:
http://<Appservername>/psc/<AppServer
Domain Name>_newwin/
Menu Name, Menu Bar Name,
Enter the complete navigation for the CTI transfer page in the
Component, Market, and Page Name target database. This page accepts the IVR parameters and
transfers the call taker to the target page appropriate to the
specific transaction.
If the content provider is PeopleSoft CRM, the CTI transfer
page is DERIVED_CTI. This page uses the information that you
entered on the CTI Mapping page to determine the appropriate
target page.
CTI Transactions
Displays CTI transactions that are associated with the content provider that you are defining. Associate
a transaction to the content provider by selecting the Selected check box. Clearing the check box
disassociates the transaction from the content provider.
Reassigning a transaction requires two steps: first, disassociate the transaction from its original owner and
second, associate it with the new owner. The first step is necessary to make the transaction appear in the
new owner's list of CTI transactions.
CTI Test Page
Use the CTI Test page (CTI_TEST) to test your CTI application.
Navigation
Set Up CRM, Common Definitions, Integration Rules, CTI, CTI Test, CTI Test
Image: CTI Test Page page
This example illustrates the fields and controls on the CTI Test Page page. You can find definitions for the
fields and controls later on this page.
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Use this page to test the external Javascript calls used in this CRM and CTI integration. The parameter list
is different based on the function selected for the test. Note that the data entered here is not validated.
Configuring the Siebel CRM Call Center On Demand Integration
These topics discuss how to:
•
Set up URL mapping parameters.
•
Set up options for handling exceptions.
Note: These topics apply to PeopleSoft and Siebel CRM Call Center On Demand integration only.
Pages Used to Configure the Siebel CRM Call Center On Demand
Integration
Page Name
Definition Name
Navigation
Usage
Configuration
RB_COD_CONFIG
Set Up CRM, Common
Definitions, Integration
Rules, CTI, Call Center On
Demand Setup, Configuration
Set up URL mapping
parameters and activate the
Siebel CRM Call Center On
Demand integration.
Exception Mapping
RB_COD_MAPPING
Set Up CRM, Common
Definitions, Integration
Rules, CTI, Call Center On
Demand Setup, Exception
Mapping
Set up options for handling
exceptions.
Configuration Page
Use the Configuration page (RB_COD_CONFIG) to set up URL mapping parameters and activate the
Siebel CRM Call Center On Demand integration.
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Navigation
Set Up CRM, Common Definitions, Integration Rules, CTI, Call Center On Demand Setup,
Configuration
Image: Configuration page
This example illustrates the fields and controls on the Configuration page. You can find definitions for the
fields and controls later on this page.
Call Center On Demand Active
Select to activate the integration between PeopleSoft and Siebel
CRM Call Center On Demand.
When this check box is selected, the system uses the appropriate
code in the WEBLIB_RB.GETINFO.FieldFormula.IScript_
CTIdirect iScript to look for and populate the correct parameters
on the incoming URL for screen popping purposes.
Call Center OnDemand Parameter
and PeopleSoft Parameter
Specify the mapping of parameters that are needed in the
integration and are named differently in the PeopleSoft and the
CCOD systems.
The integration delivers the mapping of ANI and otherDN.
PeopleSoft uses the value of the otherDN variable to identify
the customer (360-Degree View) for the incoming call. While
CCOD does not use this variable, it uses the ANI variable and
this variable is sent to PeopleSoft system as part of the incoming
URL. The ANI variable holds the same value as the otherDN
variable. With this delivered mapping, PeopleSoft populates
the otherDN variable with the value of the ANI variable and
appends the otherDN key/value pair to the URL.
Exception Mapping Page
Use the Exception Mapping page (RB_COD_MAPPING) to set up options for handling exceptions.
198
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Navigation
Set Up CRM, Common Definitions, Integration Rules, CTI, Call Center On Demand Setup, Exception
Mapping
Image: Exception Mapping page
This example illustrates the fields and controls on the Exception Mapping page. You can find definitions
for the fields and controls later on this page.
Default Component Name
Specify the default transaction page to display if the DNIS (
dialed number identification service) number is not recognized
by the system.
It is recommended that you use a 360 search page as the default
mapping component, because agents can perform any action for
callers from a 360 search page.
DNIS Number and Component Name Enter the DNIS number and the corresponding transaction page
that appears if an exception occurs. DNIS is a telephone service
that identifies the phone number that the caller dialed. Here it
refers to a number that callers dial to access your call center.
For example, a customer calls the support center at
1-800-222-3333. But for some reason, the URL that is sent to
the agent for that call has an invalid CTI transaction ID, which
causes the system not to be able to identify the right transaction
page to display for the agent. In this case, the system displays
the transaction page that is specified here for that 1-800 number.
Typically, you have different DNIS numbers for different
areas in the call center operation and so you can have multiple
mapping entries. Note that you cannot associate one DNIS
number with more than one component transaction page.
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Chapter 11
Setting Up Supervisor Desktop
Understanding Supervisor Desktop
These topics discuss:
•
Supervisor Desktop functionality.
•
Application dispatcher.
•
Supervisor Desktop setup considerations.
•
Programmatic Computer Telephony Integration (CTI) agent data retrieval.
Supervisor Desktop Functionality
Supervisor Desktop provides a single and consolidated environment where support center supervisors
perform their daily tasks and maintenance activities, such as:
•
Monitoring real-time information about agents and queues.
•
Running performance reports.
•
Reviewing outbound email that are pending approval.
•
Reviewing and administering timeout entries.
•
Configuring agents for voice, multichannel, and email tasks.
•
Initiating agent-to-agent chat sessions with an agent being monitored.
See Monitoring Real-Time Information.
Real-time Monitoring
Supervisor Desktop provides real-time statistical data on agents and the voice and multichannel queues
on to which they logged. Information is pushed and refreshed on the desktop on a regular basis. Users can
select the type of statistics they want to monitor (agent or queue) and the appropriate filter for the data to
be presented. Typically, they define a team of agents, a list of queues, or both as filters for the real-time
monitor.
Agent statistics provide information that pertains to individual agents who are being monitored, such as
agent status on each logged on queue, the time duration in that status, the total time that the agent remains
available and unavailable, the average time used to complete a task (email, chat, and generic), and so
on. As for queue statistics, the data that appears focuses specifically on queues. Users see data such as
the number of agents that are logged on currently (with or without assignment), the number of tasks that
are abandoned and are queued, the average wait time before a task is assigned and finished, and so on.
The data available while monitoring (either by agent or by queue) varies based on the channel (voice or
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Chapter 11
multichannel) being monitored. In the case where data is not appropriate for the channel, the data will be
presented by a hyphen (-).
Supervisor Desktop keeps information at two levels, summary and detailed. The summary view provides
a high-level view of how the selected queues and group of agents are doing; users who prefer a closer
look at some of the areas can drill down the agent or queue to access additional statistics. Chat capability
is available on the desktop. Users can initiate chat sessions with online agents when necessary.
Reporting
From Supervisor Desktop, users can execute Multichannel Communications performance reports that are
defined at the system level.
Email Approval
Supervisor Desktop supports the setup of email approval in the consolidated agent configuration feature.
Users can specify the email approval frequency for agents and specify the approver to whom agents'
outgoing email are routed for approval.
At runtime within Supervisor Desktop, users who are email approvers can see a list of email pending their
approval. They can review and either approve or reject email on the list.
Timeout Entry Management
Supervisor Desktop displays a list of timeout tasks (email, chat, and generic) that are pending on the
queue list. Through the list, users can review and take actions deemed appropriate, such as requeuing
tasks to the same queue, reassigning tasks (email and generic) to a queue, a group, or an individual,
closing tasks, and so on.
Important! It is strongly recommended that administrators leverage the Supervisor Desktop timeout
administration feature so that proper ERMS operations are performed with email tasks.
Agent Configuration
PeopleSoft PeopleTools develops a set of component interfaces that enables Supervisor Desktop to
provide a central, unified place to define voice, multichannel, and email configuration for agents.
Note: It is highly recommended that administrators leverage Supervisor Desktop to configure agents.
Application Dispatcher
PeopleSoft CRM builds the application dispatcher to interface with the PeopleSoft Multichannel
Framework using the PeopleTools client-side API, JSMCAPI. In Supervisor Desktop, the application
dispatcher is responsible for managing data in real-time monitoring and initiating internal agent-to-agent
chat.
The Unified Agent Desktop (which implements the Multichannel Toolbar) also uses the application
dispatcher to manage agent states and data consistency among Multichannel Toolbar browser instances.
Related Links
Application Dispatcher
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Chapter 11
Setting Up Supervisor Desktop
Supervisor Desktop Setup Considerations
Here is a list of considerations for setting up an operational Supervisor Desktop:
•
Supervisors must be configured as agents for the type of queues (multichannel or voice) that they
want to monitor on the desktop.
•
You need to conform to the one-to-one mapping of logical to physical queues when configuring
universal (multichannel) queues.
•
The system only allows one active instance of Supervisor Desktop in a single user session.
•
Application Dispatcher, which appears as a small browser window that supervisors must not be
closed; it controls access to all real-time data through JSMCAPI (a PeopleTools client-side API).
•
The PeopleTools user profiles of Supervisor Desktop users must be configured with the appropriate
PeopleTools role in order to have access to Supervisor Desktop and its functionality.
•
PeopleTools JSMCAPI restricts connections to only one CTI server, one multichannel cluster, or one
of each at any given time.
Therefore, supervisors cannot monitor queues from any servers that they are not logged on to. To
monitor a queue on a different server, the user must log on to that server through the Multichannel
Toolbar to view real-time information of its queue. Supervisor Desktop does not pull away server
connections from the Multichannel Toolbar.
Important! Before running Supervisor Desktop, be sure to set up respective systems for voice (CTI)
tasks, multichannel tasks, or both that agents support. These systems should be configured in order for
agents to have complete access to all of the Supervisor Desktop functionality. If systems are not set up or
agents are not configured properly to support voice tasks, multichannel tasks, or both, Supervisor Desktop
runs in restrictive mode, which means that agents have access to two features — email approval and the
execution of performance reports.
See the following topics within the product documentation for PeopleTools: PeopleSoft MultiChannel
Framework:
“Configuring PeopleSoft CTI”
“Configuring REN Servers”
“Configuring PeopleSoft MCF Servers and Clusters”
“Configuring PeopleSoft MCF Queues and Tasks”
Related Links
Understanding CTI
Programmatic CTI Agent Data Retrieval
PeopleSoft CRM delivers a component interface (CI) that allows third-party CTI systems to gather
agent data. To retrieve agent information, the CTI system connects to the PeopleSoft system using the
RB_CTIAGENTS_INFO CI and sends its CTI configuration ID to fetch the user ID, agent ID, password,
and queue ID of all agents that are linked to that configuration ID. The data returned by the PeopleSoft
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system is in the form of CI properties. If an agent has multiple effective-dated voice configuration
records, the third-party system gets the most recent one in relation to the date the information was
requested.
Note: To fetch CTI agent details successfully, the PeopleSoft user ID that is used to access the CI must
have the permission to perform the appropriate operations within the CI for data retrieval.
Related Links
"Understanding the Interactive Services Repository (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
"Understanding PeopleSoft CRM Integration Points (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)"
Defining System-Level Settings for Supervisor Desktop
These topics discuss how to:
•
Define general settings for Supervisor Desktop.
•
Specify image and text display options.
•
Specify performance reports.
•
Set up agent access to Supervisor Desktop.
Typically, a system administrator performs these tasks.
Pages Used to Define System-Level Settings for Supervisor Desktop
204
Page Name
Definition Name
Navigation
Usage
General
RB_SDADM_MAIN
Set Up CRM, Product
Related, Multichannel
Definitions, Supervisor
Desktop, Administration,
General
Define default monitoring
type and filter to be used for
the real-time monitor when
Supervisor Desktop launches.
Images and Text
RB_SDADM_IMAGE
Set Up CRM, Product
Related, Multichannel
Definitions, Supervisor
Desktop, Administration,
Images and Text
Specify icons and texts to be
used for displaying alerts,
queue types, and agent states
on Supervisor Desktop.
Reports
RB_SDADM_REPORT
Set Up CRM, Product
Related, Multichannel
Definitions, Supervisor
Desktop, Administration,
Reports
Specify multichannel reports
and links that administrators
can execute from Supervisor
Desktop.
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Chapter 11
Setting Up Supervisor Desktop
General Page
Use the General page (RB_SDADM_MAIN) to define default monitoring type and filter to be used for
the real-time monitor when Supervisor Desktop launches.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Supervisor Desktop, Administration,
General
Image: General page
This example illustrates the fields and controls on the General page. You can find definitions for the fields
and controls later on this page.
These defaults control the initial monitor settings of Supervisor Desktop when the user has not overridden
these values through Supervisor Desktop user preferences.
Initial Monitor Type
Select the default statistics type by which real-time information
appears on Supervisor Desktop. Options are Queue Statistics
and Agent Statistics.
Initial Monitor Filter By
Select the option by which the real-time information is filtered.
At runtime, the values in the Filter By field change based
on the agent's personalizations (such as queue lists and team
definitions). Options are Assigned Queues, Queue List and
Team. The Assigned Queues option is always available.
Related Links
Personalizing Supervisor Desktop
Images and Text Page
Use the Images and Text page (RB_SDADM_IMAGE) to specify icons and texts to be used for
displaying alerts, queue types, and agent states on Supervisor Desktop.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Supervisor Desktop, Administration, Images
and Text
Image: Images and Text page
This example illustrates the fields and controls on the Images and Text page. You can find definitions for
the fields and controls later on this page.
Note: The images displayed on Supervisor Desktop are 12x12 pixels in size. It is recommended that the
images selected be no larger than 16x16 pixels in size due to scaling.
Alert Image, Text and Color
206
Alert Image
Specify the image used to display service level warnings on
Supervisor Desktop.
Alert Image Text
Enter the alternate text to display when a user positions their
mouse over the alert image.
Alert Color
Select the color that highlights the service-level alert threshold
crossing.
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Chapter 11
Setting Up Supervisor Desktop
This value can be personalized by the Supervisor Desktop user
as well. If there is no Supervisor Desktop personalization, this
color value is used.
Queue Type Images and Text
Voice Queue Image and Voice Queue Specify the image and text label used to indicate voice queues
Text
on Supervisor Desktop.
Multichannel Queue Image and
Multichannel Queue Text
Specify the image and text label used to indicate multichannel
queues on Supervisor Desktop.
Agent State Images and Text
Available Image, Unavailable Image, Specify the images used to represent different agent states,
Busy Image and Wrap-up Image
particularly when agents are available, unavailable, busy, and
wrapping up tasks.
Available Text, Unavailable Text,
Busy Text and Wrap-up Text
Enter the alternate text for the available, unavailable, busy, and
wrap-up agent states when users put the mouse over respective
images.
Reports Page
Use the Reports page (RB_SDADM_REPORT) to specify multichannel reports and links that
administrators can execute from Supervisor Desktop.
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Navigation
Set Up CRM, Product Related, Multichannel Definitions, Supervisor Desktop, Administration, Reports
Image: Reports page (1 of 2)
This example illustrates the fields and controls on the Reports page (1 of 2). You can find definitions for
the fields and controls later on this page.
Image: Reports page (2 of 2)
This example illustrates the fields and controls on the Reports page (2 of 2). You can find definitions for
the fields and controls later on this page.
Performance Report List
This grid lists all the reports that are built for ERMS and Chat.
Enabled
Select to allow this report to appear on Supervisor Desktop and
to be executable by users.
Report Navigation
Select the name of the report to be enabled. You cannot select
the same report in more than one row.
These reports names are actually component navigation
transaction identifiers that point to a navigation pointer
to a component. The component navigation transaction
identifier must begin with the prefix RBP_. The component
navigation can be configured by navigating to Set Up CRM,
Common Definitions, Component Configuration, Component
Navigation.
See "Defining Component Transfer Navigation (PeopleSoft
CRM 9.2: Business Object Management)".
Report Code
208
Enter the text code of the selected report. The system uses this
code to generate a run control ID for the report automatically.
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Chapter 11
Setting Up Supervisor Desktop
The value becomes read-only after you save the page. Each
report code must be unique.
Report Label
Enter the name of the report on Supervisor Desktop.
Note: It is important that Supervisor Desktop users have access to the report components that appear in
the system list.
Link Settings
Section Heading Label
Enter text to use as the heading of the links section within
Supervisor Desktop. The section heading label appears on
the Performance Reports page, below the Run a Performance
Report section.
Links
URL (uniform resource locator)
Select the URL that users (supervisors) can access on the
Performance Reports page.
It is a pointer to the PeopleTools URL library; it defines how to
access the specified link and how to open it. Each URL selected
in the grid must be unique. Customers must configure these
URLs for their own environments.
Note: As long as a URL is defined using the PeopleTools
URL Library, any URL can be specified to be accessible via
Supervisor Desktop. Define URLs that can be selected here
on the URL Maintenance page under PeopleTools, Utilities,
Administration, URLs.
See PeopleTools: System and Server Administration.
Order
Enter the sequence for rendering the enabled links. You cannot
enter duplicate numbers.
Label
Enter the text to use as the link for the corresponding link within
the link section of Supervisor Desktop. Label names must be
unique.
Related Links
Running Performance Reports
Setting Up Agent Access to Supervisor Desktop
Users can be configured with different levels of access to Supervisor Desktop. These different levels of
access are based on the PeopleTools role associated with the user profile of the agent configured to access
Supervisor Desktop.
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Chapter 11
Supervisor Desktop Roles
Any user profile for accessing Supervisor Desktop should be associated with one of these roles (via
PeopleTools, Security, User Profiles, User Profiles):
•
SD_TEAMLEADER
This role provides basic monitoring access to Supervisor Desktop. Users with this role can approve
email and run performance reports as well.
Access to timeout administration and agent configuration is not granted at this level. This level of
access is given to an agent that is not a decision maker but is responsible for monitoring performance.
•
SD_SUPERVISOR
This role provides complete access to all Supervisor Desktop functionality.
This includes both the timeout administration and agent configuration functionality.
•
SD_ADMINISTRATOR
This role gives complete access to all Supervisor Desktop functionality (as with SD_SUPERVISOR)
and also grants access to define the Supervisor Desktop system-level settings.
See the product documentation PeopleTools: System and Server Administration.
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Chapter 12
Setting Up Unified Agent Desktop
Understanding Unified Agent Desktop
The Unified Agent Desktop is a consolidated tool that provides agents easy access to tasks of different
media (phone calls, email, chat, and generic tasks). These topics discusses:
•
Multichannel Toolbar.
•
Application dispatcher.
•
Channel-specific workspaces.
•
Task management.
•
Presence and status codes.
Multichannel Toolbar
Multichannel Toolbar, the focal point of the UAD, is where agents receive and process incoming
tasks. From the toolbar, agents receive notifications about inbound tasks from queues (both voice and
multichannel) to which they are logged on. Agents can also perform relevant actions on those tasks.
When agents log on to either the voice queue or the multichannel queue, the toolbar starts automatically.
Multichannel Toolbar provides a task navigation window for agents to switch among tasks that they work
on concurrently. Agents can perform activities such as these from the toolbar:
•
Receive inbound phone calls and perform CTI functions such as transfer, hold, conference call,
release, and so on.
•
Place outbound calls.
•
Receive and process inbound email.
•
Receive and process inbound chat requests, both customer to agent and agent to agent.
•
Initiate outbound chat requests to other agents.
•
Receive and process generic tasks, such as working on a support case.
•
View statistics of queues that agents are currently logged on.
Important! UAD is certified with the PSSTYLEDEF_SWAN style sheet only.
Multichannel Toolbar Appearance
When agents log on to PeopleSoft Pure Internet Architecture, the toolbar appears as a pagelet on
the top or bottom of the home page based on the pagelet content and layout setup. As they navigate
to different components, the toolbar appears across the top of CRM component pages that use the
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Chapter 12
DEFAULT_TEMPLATE portal template because Iscript makes use of this template to render the toolbar.
Wherever an agent navigates, the application dispatcher passes the information about the toolbar state to
make sure that the toolbar state remains consistent in different browser windows.
The pagelet for Multichannel Toolbar appears only after it is added to the Content link on the home page.
If an agent adds the pagelet but is not yet configured as a voice or configured agent, a message shows in
the toolbar notifying the agent and the toolbar will not start.
Agent Status Update
Agents can update their queue statuses on the Multichannel Toolbar using the two sets of status codes that
are defined for the toolbar. From the status settings window, agents can perform these actions:
•
Log on or log off from the corresponding multichannel queue server or the CTI system.
•
Update the status for the corresponding queue, such as making themselves available for incoming
tasks or unavailable with a reason.
Based on configuration, agents can be placed in certain statuses automatically. For example, their
voice queue status changes to busy after they accept phone calls. They may also enter the wrap-up
status after they finish or release calls.
•
Log on to another multichannel queue to which agents are assigned.
•
Resynchronize the voice queue.
Related Links
Using Multichannel Toolbar
Application Dispatcher
Application dispatcher is a small browser window that launches when agents log on to PeopleSoft Pure
Internet Architecture. It is responsible for processing all events requested and received from the CTI
queue and multichannel queue systems for the Multichannel Toolbar. Application dispatcher provides the
Multichannel Toolbar a set of encapsulated APIs for executing and interpreting corresponding JSMCAPI
events and messages.
Application Dispatcher Behavior When Different Agents Log On to PeopleSoft
Pure Internet Architecture
When a user logs on to PeopleSoft Pure Internet Architecture and the application dispatcher is about to
launch, it first checks if an instance of application dispatcher already exists because this user is the last
user who logged on to the machine. If so, it will not be started because only one instance is allowed for
any given session. If the application dispatcher window remains open after the last user logged off, the
system closes it automatically when a different user logs on to PeopleSoft Pure Internet Architecture from
the same machine at a later time. A system message appears and the new user must log on to PeopleSoft
Pure Internet Architecture again to access the Multichannel Toolbar. Application dispatcher determines
the appropriate channel access for agents on the Multichannel Toolbar.
The window attributes of the application dispatcher are predefined and cannot be updated by agents.
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Important! Do not close the application dispatcher window while in session. All the current UAD
sessions will be terminated if the application dispatcher window is closed. Close the window after logging
off from the system.
Tracer Window
In addition to the application dispatcher window, agents may notice the launch of a tracer window when
they log on to queues. The tracer window appears if the administrator enables tracing in the agent's voice,
multichannel, or both configurations for debugging purposes. If the levels of tracing set up for both
configurations are different, the deeper level is used.
Session Management
Sometimes agents work on multiple tasks simultaneously, and each task has its own browser window with
the Multichannel Toolbar. The system uses the application dispatcher to manage browser instances. To
make sure that content appears consistently in all toolbar instances, each of them needs to be registered
with the application dispatcher. Therefore, when a change occurs on one instance, the application
dispatcher can pass on the corresponding event and invoke the session-specific function in each
instance. When the function receives that event, it can render the changed content and updates it on the
Multichannel Toolbar accordingly. When a browser window is closed, that instance is unregistered from
the application dispatcher. All browser instances are disabled if the application dispatcher window is
closed by accident. If the task browser window is closed, a new browser window will be relaunched.
To summarize, the application dispatcher maintains:
•
Content consistency in Multichannel Toolbar instances.
•
A task navigation list.
The application dispatcher ensures that the list is updated when the agent receives or finishes a task.
•
An internal chat list.
The application dispatcher is responsible for initiating agent-to-agent chat and ensures that the list is
updated when the agent receives or finishes an agent-to-agent chat session.
The multichannel queue system processes external chat requests.
•
Agent states.
In each toolbar instance, the application dispatcher maintains the agent's state in the queues to which
they log on. The Multichannel Toolbar leverages this information to correctly render user action
buttons.
•
The 10 most recently dialed phone numbers in the phone directory for outbound calls.
This data is no longer available if the agent logs off from PeopleSoft Pure Internet Architecture and
logs on again.
Channel-Specific Workspaces
After agents accept tasks from the Multichannel Toolbar, the system launches a work page where agents
begin their work based on the media type of the tasks.
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Chapter 12
Voice Tasks
Depending on the caller information that the CTI middleware provides, the system launches the proper
CRM transaction page, which can be the 360-Degree View of the caller or the Case page that populates
with the caller's case information.
When an incoming call arrives, it's routed to a voice agent based on availability and workload. If the agent
cannot accept the call within the preset timeout value, the system routes the call to the next available
agent.
See Mapping CTI Transactions to Application Pages.
Email Tasks
The system launches the email workspace when agents accept inbound email.
See Understanding Email Management.
Chat Tasks
When agents accept chat requests, the chat workspace appears in a separate browser window. In addition
to the chat window, agents can view a CRM page that is presented based on the self-service page that the
chat request originated.
If the agent cannot accept a chat task from the toolbar within the preset timeout value, the system routes it
to the next available agent (customer-to-agent chat tasks) or drops it (agent-to-agent chat tasks).
Generic Tasks
Generic tasks are specific to PeopleSoft PeopleTools. For testing purposes, if you want to see incoming
generic tasks appear on the Multichannel Toolbar from another system, send the generic tasks from the
other system through the PeopleTools sample pages.
Note: To accept sample generic tasks, use the delivered users SD_ADMIN or SD_SUPERVISOR to log
on to the system on which you are testing the Multichannel Toolbar.
The the topics for the following product documentation for PeopleTools: PeopleSoft MultiChannel
Framework.
“Understanding PeopleSoft MultiChannel Framework,” PeopleSoft MultiChannel Framework
“Configuring MCF Queues and Tasks,” Configuring Tasks
“Using PeopleSoft MCF Broadcast and Working with Sample Pages,” Working with Sample Pages
Task Management
When agents accept calls, email, or chat requests or open other work items, these items are organized
under the task navigation list. To work on an item, agents click it from that list and the window of
that item appears as either a new browser window or within the work area of the same window that is
currently open on the desktop.
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All open and accepted items remain in the task list until they are dequeued from the corresponding
system. The queue server monitors items that have been accepted to maintain adherence to service levels
that are defined for items posted to the agent.
Agent-to-agent chat tasks appear in a separate agent chat navigation list.
Presence and Status Codes
For each channel (voice and multichannel) that UAD supports, the system delivers a list of presence codes
and status codes that are used for maintaining agent statuses on the Multichannel Toolbar.
Presence codes are a set of simple, predefined states that are used to represent agents' presence (for
example, ready and not ready for the voice channel). Status codes provide a further refinement of
presence codes. For example, an agent can be unavailable on the multichannel queue for a number of
reasons (away from desk, meeting, lunch break, and so on). Therefore, the system provides a list of status
codes that supplement their associated presence code, so that when agents update their status code on the
Queue Status window, the code can reflect their status more accurately on the Multichannel Toolbar for
other agents.
Presence and status codes work together. When an agent changes status on the Queue Status window, it
triggers an event (specified for the status on the Status Codes page) that is responsible for updating the
presence state for the agent in the system. The CRM system delivers presence codes and status codes, and
they can be modified by administrators if necessary.
This table lists the delivered presence codes and associated status codes for the voice channel:
Presence State
Applicable Status Code
Applicable Reason Code
Can State be modified by
Administrator?
Not Ready
•
At Lunch
•
At Lunch
Yes
•
Away
•
Away
•
Busy
•
Busy
•
Do Not Disturb
•
Do Not Disturb
•
In Wrap-Up Mode
•
In Wrap-Up Mode
Note: This status is
automatically updated by
the system when agents
enter the wrap-up mode.
Agents cannot change
themselves to this status
manually.
•
On Break
•
Unavailable
•
On Break
•
Unavailable
Ready
Available
N/A
Yes
Work Not Ready
N/A
N/A
No (CTI switch dependent)
Work Ready
N/A
N/A
No (CTI switch dependent)
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This table lists the delivered presence codes and associated status codes for the multichannel channel:
Presence State
Applicable Status Code
Applicable Reason Code
Can State be modified by
Administrator?
Unavailable
•
Unavailable
N/A
Yes
•
Do Not Disturb
•
Busy
•
At Lunch
•
On Break
•
Away
The In Wrap-Up mode does
not apply.
Available
Available
N/A
Yes
Assumed Unavailable
N/A
N/A
No
Related Links
Presence Codes Page
Status Codes Page
Configuring Agents for Unified Agent Desktop
These topics discuss how to:
•
Define general settings.
•
Define reason codes.
•
Define presence codes.
Pages Used to Configure Agents for Unified Agent Desktop
Page Name
Definition Name
Unified Agent Desktop Agent RB_UAD_AGENT_CFG
Configuration
216
Navigation
Usage
Set Up CRM, Product
Define general settings.
Related, Multichannel
Definitions, Unified
Agent Desktop, Agent
Configuration, Unified Agent
Desktop Agent Configuration
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Chapter 12
Setting Up Unified Agent Desktop
Page Name
Definition Name
Navigation
Usage
Presence Codes
RB_UAD_PRESENCE_CD
Set Up CRM, Product
Related, Multichannel
Definitions, Unified
Agent Desktop, Agent
Configuration, Presence
Codes
Define presence states for
agents.
Unified Agent Desktop Agent Configuration Page
Use the Unified Agent Desktop Agent Configuration page (RB_UAD_AGENT_CFG) to define general
settings.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Unified Agent Desktop, Agent
Configuration, Unified Agent Desktop Agent Configuration
Image: Unified Agent Desktop Agent Configuration page
This example illustrates the fields and controls on the Unified Agent Desktop Agent Configuration page.
You can find definitions for the fields and controls later on this page.
Warning and Expired
Minute and Second
Enter the time length after which incoming task durations are
highlighted in the form of an alert on the Multichannel Toolbar
if they remain unattended.
You can specify two levels of alerts: a warning alert that appears
after 5 minutes (default value) of inactivity, and an expiration
alert that appears after 10 minutes (default value) of inactivity.
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Style and Display Image
Chapter 12
Select the style class (determining the highlight color) and icon
used for the alerts. You can view a sample alert next to the
Display Image field when you save.
CTI Parameters
Extension 1 and Extension 2
Enter the agent's phone extensions if they support voice tasks.
These phone extensions are automatically populated in a popup window and are used when you log on to the Multichannel
Toolbar. This window appears if you log on from a computer for
the first time. The system then stores the extension information
in a cookie for future reference.
PeopleTools support two configuration options: 2 lines with one
extension and 1 line with two extension. Based on the way the
system is configured, either both extension fields appear, or only
the Extension 1 field appears.
Number of Recently Dialed Numbers Specify the number of last dialed phone numbers that
to Remember
Multichannel Toolbar stores for the agent to retrieve quickly
when making calls. By default, it stores the 10 most recently
dialed numbers.
Default Agent Queue
Default Agent Queue
Select the default multichannel queue to which the agent
should be logged after a multichannel session is established
successfully.
By default, this is the logical queue with auto-login enabled in
the multichannel queue configuration for this agent.
Reason Code Page
Use the Reason Code page in PeopleTools CTI configuration (the CTI link) to define codes that are used
to specify reasons for an agent's unavailability.
Note: Reason codes are defined in the PS_RB_UAD_SYSRSNCD prompt table and are applicable
only when you are setting up the Not Ready presence state. Again, codes can be modified as customer
implementation requires.
See PeopleTools: PeopleSoft MultiChannel Framework
Presence Codes Page
Use the Presence Codes page (RB_UAD_PRESENCE_CD) to define presence states for agents.
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Chapter 12
Setting Up Unified Agent Desktop
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Unified Agent Desktop, Agent
Configuration, Presence Codes
Image: Presence Codes page
This example illustrates the fields and controls on the Presence Codes page. You can find definitions for
the fields and controls later on this page.
Presence codes for voice and multichannel channels can be defined in three places, the Agent Default
grid, the System Defined Entries grid, and on the Status Codes page. Each of these definitions takes
precedence over the others.
For example, if no agent-specific codes are defined, the system-specific codes are used. If system defaults
are unavailable, then status codes on the Status Codes page are used in the Queue Status window on the
Multichannel Toolbar. The latter two sets of codes, when defined, apply to all agents in the system. Note
that in some cases, certain status codes on the Status Codes page are being used even though system
defaults already exist. This is possible because status codes are expanded set of presence codes.
Note: Each channel and presence state combination can only be defined once in these grids. Error
messages appear if the system detects duplicate rows.
The system asks for a reason code when you select the Not Ready presence state for voice.
Voice channel has these four presence states: Ready, Not Ready, Work Ready, and Work Not Ready. Three
presence states are available for multichannel channel: Available, Unavailable, and Assumed Unavailable.
System Defined Entries
Site administrators use this group box to specify presence codes to be used by all agents.
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Agent Default
Use this group box to specify presence texts for the available (ready for voice channel) and unavailable
(not ready for voice channel) states to be used by the selected agent on the Queue Status window. If these
states are not specified here, the system uses the system defined entries.
Additional statuses detailing the cause of unavailability, such as busy, at lunch, on break, do not disturb,
and so on, are defined on the Status Codes page and shared with all agents.
Agents can only modify their own presence states and texts.
Related Links
Switching Agent Status
Defining Multichannel Toolbar Settings
To define multichannel toolbar settings, use the Console Definition (RB_UAD_CODE_DEFN)
component.
These topics discuss how to:
•
Specify action buttons.
•
Define category codes.
•
Define status codes.
Pages Used to Define Multichannel Toolbar Settings
220
Page Name
Definition Name
Navigation
Usage
Unified Agent Desktop
Action Button Definition
RB_UAD_BTN_DEFN
Set Up CRM, Product
Related, Multichannel
Definitions, Unified Agent
Desktop, Console Definition,
Unified Agent Desktop
Action Button Definition
Specify icons and labels that
are used for voice tasks.
Category Codes
RB_UAD_CATEGORY
Set Up CRM, Product
Related, Multichannel
Definitions, Unified Agent
Desktop, Console Definition,
Category Codes
Define categories that are
used to group tasks when they
are closed.
Status Codes
RB_UAD_CHANL_STAT
Set Up CRM, Product
Related, Multichannel
Definitions, Unified Agent
Desktop, Console Definition,
Status Codes
Define sets of statuses for
voice and multichannel queue
tasks.
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Chapter 12
Setting Up Unified Agent Desktop
Unified Agent Desktop Action Button Definition Page
Use the Unified Agent Desktop Action Button Definition page (RB_UAD_BTN_DEFN) to specify icons
and labels that are used for voice tasks.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Unified Agent Desktop, Console Definition,
Unified Agent Desktop Action Button Definition
Image: Unified Agent Desktop Action Button Definition page
This example illustrates the fields and controls on the Unified Agent Desktop Action Button Definition
page. You can find definitions for the fields and controls later on this page.
Display Option
Select the form to display call action buttons. Options are text
and image.
Call Action
Select the JavaScript event to be executed when the
corresponding button is clicked on the Multichannel Toolbar.
Disabled
Select to remove the button from the Multichannel Toolbar.
Label
Enter a short name for the button. The system uses it as the
button name if the display option is text. The maximum length
of the name is three characters.
Enabled Button Image
Select the icons that are used when the corresponding call
actions are available.
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Disabled Button Image
Chapter 12
Select the icons that are used when the corresponding call
actions are unavailable.
Only the Dial Out button has a disabled version button. For
other actions that cannot be preformed at any given state, their
buttons do not appear.
Category Codes Page
Use the Category Codes page (RB_UAD_CATEGORY) to define categories that are used to group tasks
when they are closed.
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Unified Agent Desktop, Console Definition,
Category Codes
Image: Category Codes page
This example illustrates the fields and controls on the Category Codes page. You can find definitions for
the fields and controls later on this page.
Define entries in the Category Codes group box to be used to categorize call, email, and customer to
agent chat tasks. They appear in the Category drop-down list box of the Multichannel Toolbar in the order
specified here. Generic tasks are not categorized.
Status Codes Page
Use the Status Codes page (RB_UAD_CHANL_STAT) to define sets of statuses for voice and
multichannel queue tasks.
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Setting Up Unified Agent Desktop
Navigation
Set Up CRM, Product Related, Multichannel Definitions, Unified Agent Desktop, Console Definition,
Status Codes
Image: Status Codes page (1 of 2)
This example illustrates the fields and controls on the Status Codes page (1 of 2). You can find definitions
for the fields and controls later on this page.
Image: Status Codes page (2 of 2)
This example illustrates the fields and controls on the Status Codes page (2 of 2). You can find definitions
for the fields and controls later on this page.
Use this page to define status codes that are used to represent agent states in the Queue Status window for
voice and multichannel queues.
Order
Enter the sequence in which the status appears in the
corresponding status pop-up window.
Status Label and Event
Enter the name of the status to appear in the status pop-up
window and the JavaScript event that executes when this status
is selected at runtime by agents.
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Events are defined as translate values for the EVENT_CODE
field in the RB_UAD_VSTATUS table (voice status) and the
RB_UAD_MQSTATUS table (multichannel status). These
codes can be added (customization) by the administrator for
additional implementation.
When an agent selects a status code, its associated event triggers
a change in the presence code accordingly.
Image Name
Select the image used to represent the status. By default, each
event is associated with an icon. You can preview the selected
icon to the right of this field.
Reason Code
Enter the reason code for unavailability statuses.
Related Links
Reason Code Page
Presence Codes Page
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Chapter 13
Managing Email
Understanding Email Management
These topics discuss:
•
Agent tasks.
•
Editable information on the email workspace.
•
Email sender identification.
•
Email assignment and routing.
•
Mailbox reset for email.
•
Email classification.
•
Assistance.
•
Content sources.
•
Solution and document search.
•
Quick action buttons.
•
Related transactions.
•
Email replies.
•
Email status tracking.
•
Reply deadlines and notifications.
•
System information for email messages.
Note: Throughout these topics, the term group worklist refers to both regular group worklists and
MultiChannel Framework (MCF) queues.
Agent Tasks
Agents normally begin to work on emails after they are routed to the first group worklist.
Email Handling
When agents are ready to work on emails, they:
1. Access the email.
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Typically, agents access email from either their worklists or from the Multichannel Toolbar. In
addition, email is also accessible from the Search Inbound Emails component, from the 360-degree
view of the associated customer, and on interactions lists that appear in various locations.
See Accessing Inbound Email.
2. Accept ownership of the email.
Agents must be members of the group worklist to which emails are routed to accept those emails.
Accepting ownership moves the email out of the group worklist and into the agent's individual
worklist. The acceptance of an email is either automatic or agent-initiated. The method of acceptance
depends on how the group worklist is defined and how the email is accessed:
•
If the agent accesses the email from the Multichannel Toolbar, acceptance occurs automatically
when the agent navigates to the email.
•
If the agent accesses the email some other way (for example, through My Worklist or the email
workspace) and the email is currently assigned to a group worklist that uses automatic acceptance,
then acceptance occurs automatically when the agent navigates to the email.
•
If the agent accesses the email not from the Multichannel Toolbar and the email is currently
assigned to a group worklist that does not use automatic acceptance, the agent must explicitly
accept the email by clicking the Accept button from the email workspace or My Worklist.
•
If the email has been reassigned or rerouted to an agent's worklist directly, the acceptance happens
automatically, which means the agent is now responsible for processing the email.
3. Review the email on the email workspace to become familiar with its content.
The email workspace recommends actions that agents can take based on the category of the email.
Agents can enter the value manually as they set fit. Selecting a new category for the email on the
Main tab of the Email page updates the recommended actions list immediately.
Agents can search for additional materials (such as solutions and documents) to help resolve the
issue and include these materials in the email response. The system uses solutions that are added
to the proposed list as the criterion to search for templates that can apply to the email response. For
documents that are added to the list, they are readily available as templates that agents can select to
send. Documents are defined as correspondence templates in the system.
4. Modify data as necessary.
Although most fields are not editable, agents can make these modifications:
•
Change the email sender information if the mail reader process (RB_MAIL_READ) misidentified
the sender or was not able to provide complete sender information.
•
Specify values to categorize the email.
Categorization attributes include category, type, product group, product, mood, and priority.
226
•
Modify the email subject text for greater clarity.
•
Associate solutions to the email and maintain the solution status as it pertains to the email.
•
Change the email's thread association.
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Chapter 13
Managing Email
•
Add notes to the email.
•
Change to a different mailbox using the mailbox reset feature if the email was incorrectly sent to
this mailbox.
5. Create transactions for the email.
•
Agents can create new transactions or associate an existing transaction with the email if that is the
most effective way to handle the issue.
For example, if the email reports a product support issue, the agent can create a support case and
associate it with the email.
•
Agents can delete inherited transactions if they are not relevant to the current email.
An email that the system identifies as part of a thread inherits the parent's related transactions.
•
Agents can navigate directly to related transactions to work on the sender's issue.
6. Reply to the sender.
Agents can reply or forward the email directly from the email workspace. If there are related
transactions, agents can reply from the corresponding component. Replies can be free-form text or
template-based.
7. Close the email.
Agents can update the email status on the Email page (by explicitly selecting an applicable status).
If the agent is the owner of the email, replying to the email in the email workspace automatically
updates the editable email status to Closed - Response and the system email status to completed. The
system also updates the status of the corresponding entry in the agent's worklist to completed. If the
email was opened from the Multichannel Toolbar, it is removed automatically from the task list after
the agent sends a response.
Note: By default, the system asks agents if they want to enter a note after they have sent an email
response. This feature can be disabled as part of the email user preferences.
If, after accepting an email, the agent is unable to complete the email handling process, the agent can
requeue the email to its previous group worklist or reassign it to another one. If the agent determines that
the email does not require handling (for example, if the email is spam), the agent can end the process at
any time by setting the editable email status to Closed - Canceled.
See Understanding Automated Mail Processing.
See Email Workspace User Preferences Page.
Email Modes
The ability to update data and perform various actions in the email workspace depends on the user who
accesses it. The description of the conditional logic for specific fields is available throughout these topics.
This table summarizes the actions that are available to different users depending on whether the email is
currently assigned:
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User
Actions If Email Is Unassigned
Actions If Email Is Assigned
User who is not associated with the
email's group worklist.
No actions available.
No actions available.
Member of the email's group worklist.
Accept the email.
Take ownership or requeue email to
group.
Group worklist owner.
Take ownership, reassign email, or
requeue it to group.
Take ownership, reassign email, or
requeue it to group.
These users can also intervene if the
email process is unable to route the email
to a group.
User who is assigned to the email.
Not applicable.
Reply, reassign email, or requeue it to
group.
Note: From the email workspace, users must accept an email before reassigning it. From My Worklist,
however, users can reassign an email without first accepting it. In addition, any user can add notes to an
email regardless of the state of the email or user permission.
Editable Information on the Email Workspace
After accepting ownership of an inbound email, an agent can modify certain data, including the email
subject, status, sender information, and thread information.
See Email Status Tracking.
Email Subject Text
Email subject lines help users to better identify emails. However, emails often have blank or
nondescriptive subjects. Consequently, agents may want to replace an inbound email's original subject
with more descriptive text. You can configure the system to add a default subject to emails with blank
subject fields, but the default text should be generic. If you do not set up default subjects, the default
subject is <No Subject>.
Agents can edit the subject text only after accepting ownership of the email. After the new subject text
is saved, the agent cannot retrieve the original subject text. Although the original data still exists in the
PeopleTools email table, it is not available to users through PeopleSoft Internet Architecture.
See Defining System Settings for Email Processing.
Email Threading
An email thread consists of a beginning email (which can be an inbound or outbound email) and all of its
descendants—that is, replies, responses to replies, and so on. When you look at an email that belongs to a
thread, viewing emails that are dated earlier in the thread provides a history of the discussion.
Both the email workspace and the Outbound Email component include a Thread page that shows email
threads in the tree view. You can review summary information about the emails, look at the content of
the selected email on the Email Message area, and navigate to an email for detailed information. By
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associating with another email on the Recent Activities tab on the Email page, an agent can change the
thread association as well.
When an agent replies to an inbound email, the system threads the reply to the inbound email. If the agent
sends the reply from the context of a specific inbound email, the threading association is automatic. If
the agent sends the reply from the context of a transaction (for example, a case that is associated with the
inbound email), the system provides a page in which the agent explicitly identifies the inbound email.
When an agent sends an outbound email (either an ad hoc notification or an email reply), the system
appends an identifier known as a context tag to the body of the email. If the customer replies to the
outbound email and includes the context tag in the reply, the context tag enables the system to establish
the new email's thread association. An email automatically inherits its parent's related transactions.
When an agent associates the current email to another email thread, the items that are associated with it
(for example, solutions, documents, and notes) are all moved to the new thread.
The ability of the email process to correctly add new emails to a thread depends on customer actions that
agents cannot control. For that reason, the system also enables agents to add emails to a thread manually.
Access the Recent Activities tab on the Email page and select Emails as the activity type. Agents can
select the desired outbound email either from the search result list that appears (where both inbound and
outbound emails of the sender appear), or look it up from the search by clicking the Search Outbound
Emails link. When selecting a new parent email, the agent selects from outbound emails. The recipient of
the outbound email must match the sender of the inbound email.
Note: Changing sender information for one email does not affect the sender information for other emails
in the thread. If a threaded email's sender information is inaccurate, correct the data for each email in the
thread.
Email Sender Identification
This topic discusses the fields that identify an email's sender and explains how these are populated.
Sender Identification Fields
These three fields on the email workspace identify the sender. These fields are located on the More tab of
the Email Details group box on the Email page:
Sender
Identifies the person who sent the email.
Representing
Identifies the consumer, company, or partner company on whose
behalf the email was sent. This information further quantifies
the sender and appears under these conditions:
•
If the sender's role is contact and the mailbox type is
external, the representing value can be a consumer or
company.
•
If the sender's role is contact and the mailbox type is
partner, the representing value is a partner company.
•
If the sender's role is consumer, the Representing field is
unavailable. This field, though blank, shows in the toolbar
summary area.
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This field does not apply to internal mailboxes.
Role
Select the sender's role if the sender has multiple roles
and relationships and the system has not yet identified the
appropriate one for the sender. Choose from values such as
individual consumer or contact of XYZ, where XYZ can be
a company or a consumer. This is similar to the Role dropdown list box that is available in the 360-Degree View, with the
exception that only valid ERMS roles and relationships appear
as values.
This field applies to external mailboxes only. This field does not
appear after the agent has identified the sender role and saved
the email.
If a role is identified for the sender, you can access the sender's record by clicking the sender's link on the
toolbar summary area. You can also access the company or consumer record that the sender represents if
it's identified as well.
See Email Page.
Automatic Sender Identification
The mail reader process attempts to identify the email sender automatically. To do this, it attempts to
match the email's from address with an email address in the Customer Relationship Management (CRM)
database. The system's ability to populate the Sender and Representing fields depends on the available
information. The mail reader process functions differently under the following conditions:
•
The email address is not recognized.
Based on the mailbox-level setup, the mail reader process either associates the email with the
anonymous user that is specified on the Anonymous Object page of the Installation Options
component or creates a new user based on the unidentified email address.
•
The email address is associated with one person, and that person has one applicable role.
The mail reader process populates the Sender field. Additionally, if the sender role is contact, and the
person is a contact for one entity (either a consumer or a company), the mail reader process populates
the Representing field.
•
The email address is associated with one person and that person has more than one applicable role.
The mail reader process populates only the Sender field, and the Email page (in the More tab)
displays a Role drop-down list box that the agent uses to select a role for the sender.
This condition does not apply to internal mailboxes, which always set the sender's role to worker. For
partner mailboxes, the sender role is always contact.
•
The email address is associated with more than one person.
The mail reader process populates the Sender field with the first user that it finds and enables a
multiple person indicator in the email record. The indicator displays a Mark Sender as Verified button
on the Main tab of the Email page to alert the agent that the sender data needs to be verified (because
it may need to be changed). The agent, when satisfied with the sender data, clicks the button to
turn off the multiple person indicator. When the agent clicks the button, the button label changes to
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Managing Email
Verified until the agent saves and exits the email. After that, the button no longer appears on the page.
This button does not appear when the agent has updated and saved the business object information of
the mail.
Manual Sender Identification
The mail reader process does not always provide all of the sender information. Agents must sometimes
verify and enter accurate sender information. Only the assigned agent can modify this data.
Identifying sender information for emails of an internal mailbox is straightforward. When agents click
the prompt of the Sender field, the system performs the search against workers. The sender role is worker
(this information does not appear), and the sender does not represent any entity (the Representing field
does not apply).
The procedure of identifying sender information for emails that belong to an external mailbox varies
depending on the information that the mail reader process provides:
•
If the agent must manually identify the sender, either because the mail reader process didn't identify
the sender or it identified the sender incorrectly:
When the agent enters data or clicks the prompt of the Sender field, the system performs the search
that enables selection of contacts and consumers. When the agent locates a sender using the business
object search, it automatically identifies the sender's role. If the role of the identified sender is contact,
the search presents a list of companies and consumers that are associated with the sender so that
the agent can further identify what the sender may represent. If the role is consumer, the system
populates the Sender field with the selected consumer. The representing information does not apply to
consumers.
Assume that both the sender and representing values are already populated. If the agent clicks the
Representing field prompt, it displays a list of companies and consumers that the sender represents
as a contact. In the case where the agent clicks the Sender field prompt, the system displays a list of
senders, which means the agent is essentially searching for a new sender for the email.
Typically, agents search for the email sender, then find the entity that the sender represents if the
sender role is contact. If the agent wants to change the representing value and click the prompt next to
the field, the list of consumers and companies that the sender person may represent appears. In either
prompt, if the agent selects a consumer from the list, this value is populated to the Sender field, and
the Representing field no longer appears.
See "Understanding the Business Object Search and Quick Create Process (PeopleSoft CRM 9.2:
Business Object Management)".
See "BO Searches on Configurable Search Pages (PeopleSoft CRM 9.2: Automation and
Configuration Tools)".
•
If the mail reader process correctly identifies the sender, but the sender is associated with more than
one role:
An agent uses the Role drop-down list box to select a role. When the role is set, this drop-down list
box no longer appears.
Identifying sender information for a partner mailbox's emails involves searching for a sender (contacts
only). The search then presents a list of partner companies that are associated with the sender so that the
agent can further identify what the sender may represent.
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Note: Agents must provide the sender and role information if the mail reader process is unable to do so.
While the role remains unknown, users cannot create related transactions (for example, new cases or
leads) from the email workspace.
Customer Quick Create
If the business object search cannot return a match from the database, agents can add new business
objects using the quick create functionality, which include:
•
Create consumer.
•
Create consumer with contact.
•
Create company with contact.
Important! Only external mailboxes support quick create. Creation of workers are not supported.
See "Understanding BO Search and Quick Create Setup (PeopleSoft CRM 9.2: Business Object
Management)".
Business Unit Identification
The email workspace uses the business unit that is specified in the mailbox definition as the default value
when performing these operations:
•
Creating transactions: when the agent creates a transaction (for example, add an order) from an email,
the system creates the transaction using the same business unit that is defined in the mailbox to where
the email belongs.
In an example where the system creates a case for an inbound email routed to a group worklist that
has enabled the Create Case for Every Inbound Email option, the system uses the business unit that
is specified in the group worklist definition as the business unit of the case. If this default value is
not available, the system accesses the mailbox definition to identify an email business unit using the
setID of the case customer, who is also the email sender (for external mailbox type), or use the default
business unit that is specified in the definition as the email business unit (for internal mailbox types).
Using the email business unit, the system identifies the business unit to use for creating support cases
(for external and partner mailbox types), as well as the business unit to use for creating helpdesk cases
(for internal mailbox types).
Note: If the setID of the email's sender or representing entity and the setID that is associated with
the mailbox's business unit are not the same, the system displays an error when the agent attempts to
create a transaction. The operation cannot be completed.
See "Group Worklist Page (PeopleSoft CRM 9.2: Automation and Configuration Tools)", Defining
Email Business Units.
232
•
Searching for transactions: if the agent wants to associate the email with an existing transaction or
outbound email within email workspace, the initial search is limited by the business unit.
•
Creating business objects: when the agent creates a new contact or consumer through the quick
create feature, the business object is created under the setID with which the mailbox's business unit is
associated.
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Chapter 13
•
Managing Email
Searching for business objects: if the agent wants to change the value of the Sender or Representing
field, the search of business objects is applicable to all setIDs.
An agent can change the business unit of an email , and the change is limited to business units that belong
to the same setID as the current business unit. The also value changes when the mailbox reset operation
takes place, which changes the business unit to match the business unit setting of the new mailbox that the
email is routed.
Email Assignment and Routing
This topic discusses how emails are sent to group worklists and individual worklists and discusses how
emails can be rerouted to different mailboxes. The History page of the email workspace includes a link
that you click to see the email's entire routing history, including a routing method and routing reason for
each reassignment.
Group and Individual Worklists
An email begins its route through the system in a group worklist. Before an agent can work on the mail,
however, the agent must accept it (either explicitly or automatically). When an agent accepts the email,
the system assigns it to that agent and moves it to the agent's individual worklist.
The options that are available on the email workspace to process emails change after they are accepted.
Before the acceptance, things that agents can perform on emails are minimal: accepting emails or adding
email notes. After the acceptance, email owners can choose to reassign them, modify certain email data,
work on them and search for solutions and documents to resolve email issues, manage relationships with
other CRM transactions, and respond to them or forward them to other people. Agents who belong to the
same group as the email owner can reassign, reply, and forward the assigned email. However, when the
email is closed by a group member, it is neither closed automatically nor removed from the worklist. This
functionality applies only when the email is closed by its owner.
After an email is assigned to an agent, the email appears in an individual worklist. The system still keeps
the name of the previous group worklist and uses this information to:
•
Set worklist-level response deadlines.
•
Identify the group worklist owner and group worklist members.
The group worklist owner and the other group worklist members can take ownership of a email even
after it is assigned to someone.
•
Identify where to send an email that an agent requeues.
Requeuing returns the email to the previous group worklist.
•
Route subsequent emails in the same thread.
If the email process identifies a new inbound email as a continuation of an existing email thread,
it routes that new email to the group worklist of the most recent inbound email in the thread, if the
Process customer response as new email option is selected at the system level. For example, suppose
that an agent replies to inbound email A by sending outbound email B. If the customer sends inbound
email C in reply to email B (and if email C contains the code that enables the unstructured email
process to identify the thread), the process routes email C to the group worklist for email A.
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Suppose that the Process customer response as new email option is selected, and the inbound email
is associated with a case that is currently assigned to a provider group, the email process routes the
email to the group worklist of that provider group.
If the option is not selected, the system routes the inbound email to the group worklist of the sender
(an agent) of the previous outbound email.
See Understanding Unstructured Email Routing.
Note: You may need to make the name of the process generic if the unstructured email process has been
renamed or if it doesn't handle thread based email.
Routing to a Group Worklist
The email process initially routes all emails to group worklists. After that initial routing, agents have two
ways to route emails to a group worklist:
•
Reassign an email to a different group worklist.
To do this, the agent clicks the Reassign button on the My Worklist page or the Reassignbutton on the
email workspace toolbar. The system prompts the agent to select a routing reason code and to enter a
comment explaining why the email is reassigned.
•
Send an accepted email back to the previous group worklist and let it be assigned to another member
in the group.
To do this, the agent clicks the Requeue toolbar button on the email workspace.
The system keeps statistics to show what percentage of email is routed to a group worklist other than
the one selected by the unstructured email process. Use this information to assess and fine-tune the
unstructured routing rules.
See Worklist Routing Efficiency Page.
Assignment to an Individual Worklist
The system routes an email to an individual worklist when an agent accepts the email—that is, when the
email is assigned.
Email is routed to an individual worklist when:
•
The agent opens an email from the Multichannel toolbar.
•
The email is routed directly to the agent's worklist.
An agent can reassign the email (owned by the agent) to another agent's worklist as appropriate.
Prior to selecting an agent, you must select a group worklist so that the system can base the internal
response time computation on the corresponding group worklist setup. In other words, the agent
selection is refined by the group that you choose in the first place.
Emails that are routed to agents show up in their individual worklists only. Agents should access their
own worklists for the complete list of emails that are assigned to them.
•
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The email's group worklist uses auto-acceptance, and an agent who belongs to the email's group
worklist navigates to the email.
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Managing Email
The agent can either requeue the email to the previous group worklist, reassign it to a different group
worklist or a different mailbox, but the routing history still shows that the email was previously
assigned to that agent.
Auto-acceptance of email occurs when all these conditions are met:
•
•
The group worklist that the email routes to supports auto-acceptance.
•
The email is not assigned to any agent and is not closed.
•
The email is opened by an agent of the group worklist to which the email is routed.
An agent explicitly accepts the assignment.
When the worklist does not use auto-acceptance, agents must explicitly accept email. They do this by
clicking the Accept button on the toolbar of the email workspace or by clicking the Accept button on
My Worklist.
•
A group worklist member or the group worklist owner explicitly takes ownership of the email.
These users can accept email even if it is already assigned to someone else. To do so, they click the
Take Ownership button on the toolbar of the email workspace. This button is not visible to other
users.
Routing Reasons
The system uses routing reasons to provide additional details about an email's routing history.
When the email process routes an email, it sets one of these routing reasons:
•
Routed: The email is routed to a group worklist successfully. None of the other routing reasons apply.
•
Bypassed: The email is routed to the mailbox's default worklist because the mailbox's automatic
routing option was not selected.
•
Oversized: The email is routed to the mailbox's default worklist because the system could not perform
thread-based routing or content analysis on an oversized email.
Because of the way that the system stores the content of an oversized email, the email's body text
is not available for thread analysis or content analysis. The Unstructured Email routing process can
still perform customer-based and context-based routing on an oversized email, but if neither of these
subprocesses routes the email, the system does not perform the content analysis subprocess. It sends
the email directly to the mailbox's default worklist.
•
Encoding: The email is routed to the mailbox's default worklist because of errors reading the email.
When users perform certain routing actions, the system sets these routing reasons:
•
Accepted: A user has accepted the email, either explicitly or because the email belongs to a worklist
that uses auto-acceptance.
•
Requeued: A user who accepted the email sends it back to the previous group worklist.
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When users manually reassign an email to a group worklist, the drop-down list box for routing reasons
includes all of the preceding values, as well as the these additional values. The business rules of the
organization determine how these values are used:
•
Escalated.
•
Misrouted.
•
Overridden.
•
Reassigned.
•
Other.
When you use other, you must include a comment to describe this routing reason.
Mailbox Reset for Email
If the system assigns an email to a mailbox by mistake, agents can initiate the mailbox reset functionality
to remove all the mailbox-related data from the email. The email is then reprocessed by the ERMS
system. When the reset is completed, a routing history entry is logged. The email workspace resets some
data (for example, existing categorization, recommended actions, suggested solutions, and assignments
and statuses that are not New) of that email so that the mail reader process can process it as if it's newly
fetched from the email server. This type of email has a special status, and the mail reader process doesn't
get it from the mail server but from within CRM because this type of email is already stored in the
database. The processing is the same for new emails and those that are reassigned to different mailboxes.
As a result of a mailbox reset, email workspace recomputes the external response time for the email so
that the alert notification doesn't get fired prematurely.
Important! Exercise caution before using the mailbox reset functionality. Resetting involves the removal
of some email data to complete the process and the operation, when finished, cannot be reverted.
Email Classification
Classification of emails is important when it comes to providing accurate recommendation of actions to
resolve emails, and suggestion of correspondence templates to use in the email response.
Types of Classification Data
An email can be classified by:
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•
Category: a high level classification of an email (for example, problem, inquiry, or complaint).
•
Type: a sub-categorization within a category (for example, within the problem category, types can be
printer, monitor, or processor).
•
Product Group: a high level product categorization.
•
Product: a sub-categorization within a product group.
•
Mood: the email sender's general disposition (for example, upset, neutral, or happy).
•
Priority: the urgency of an email.
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•
Managing Email
Language.
The language of the email is based on the mailbox setting. After the email is accepted, the owner can
update the language.
The classification data that appears on the Response page is always editable. The email owner can enter
classification values as they see fit. Classification data is not required, but it helps the system to perform
more effective searches on correspondence templates or recommend actions.
See Understanding Automated Mail Processing.
Classification Data Usage
Classification data is used in these areas:
•
Recommending actions on the Email page based on the category selected for the email.
You establish the relationship between categories and recommended actions to perform for categories
at the mailbox level.
•
Searching for correspondence templates on the Response page based on the available classification
data.
Assistance
The email workspace provides a central area where agents can find ideas to resolve email issues. Before
an email becomes available to the agent, it goes through a process that can return recommendations on
actions. Agents can take the advice that is available on the email workspace, or reclassify the email to get
new recommendations and suggestions.
There are three types of assistance: action recommendations, solution and document suggestions, and
recent activities.
Action Recommendations
Emails get action recommendations based on their categories. The system displays the recommended
actions that are associated with the email category, as specified in the mailbox definition. Changing the
category in the email workspace updates the recommended action list.
Email workspace delivers three recommended actions:
•
Respond to sender: transfers to the Response page to compose the email response.
•
Compose auto acknowledgement: transfers to the Response page and applies the autoacknowledgement correspondence template that is specified in mailbox definition.
Note: You must specify a correspondence template in the mailbox definition to enable this auto
acknowledgement action.
•
Close as duplicate: cancels the email setting and updates the status to closed - duplicate.
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Recent Activities
When this tab appears for the first time, it lists recent activities that pertain to the email sender (for
example, cases that have been created under the sender or associated email correspondence). On this tab,
the agent can:
•
Create, search for different types of transactions (that are enabled to interact with ERMS), and
associate them to the email.
•
Search for other emails that are related to the email and associate them with it.
You establish a list of activities (transactions) that can be performed at the mailbox level, which becomes
values of the Activity Type drop-down list box on the Recent Activities tab. In addition, set up the list
of default activities that are retrieved every time that the email is opened. Agents can personalize the
default activity list in the User Preferences page and select the type of activities that they want to see in
the results grid. The user-level preference overrides the mailbox-level definition of default activities if the
former is available.
When the agent replies to the email with transactions or emails selected from the list, it causes the
automatic association of the selected items to that email. Among the list of enabled activities that are
specified in the mailbox definition, the actual values that are available in the Activity List drop-down list
box are filtered by what the sign-on agent is authorized to access. For example, if internal helpdesk agents
do not have the permission to access support cases that are external-facing, they cannot create or search
for support cases from the email workspace even if the activity is specified in the mailbox definition.
Note: The ability to create new transactions is unavailable if users don't have the permission to create that
transaction.
The agent can search for and relate other emails to the current email, which changes the thread
association. When the association occurs, only one outbound email can be selected at a time. If the
outbound email has other threaded emails, the system updates their relationship with the current email as
well.
Related Links
Understanding Automated Mail Processing
Defining Mailboxes
Content Sources
The email workspace collects information from content sources to build an email response. There are
implicit content sources that provide data to construct some portions of the response in a template format,
such as the agent information for the closing part, the sender information for the greeting part, and the
email information for the email history part. As for the content of the reply, it comes from these explicit
content sources:
•
Transactions that are enabled for ERMS.
The concept of related transaction ensures that subinteractions are represented properly in the CRM
system.
•
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Solutions.
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Managing Email
Solutions are thread-wide attributes, which means that when they are associated with the current
email, they are actually linked to every email in the thread. So adding a solution to an email at any
level associates this content with the entire thread.
When the agent works on the current email and selects solutions or related transactions on the email
workspace, the system is essentially collecting content sources that can potentially be used in the email
response. Collected items appear in the Template Search section of the Response page. Email workspace
uses the selected content sources to refine the list of templates that are available in the Template dropdown list box for the agent to select. The selected items are also used as the content of the response to
which one or multiple templates apply.
Similar to solutions, the agent can search for documents on the email workspace to be part of the email
response. Documents are defined using the correspondence template package component, and the
behavior of selecting a document is slightly different from selecting a solution. When the agent adds a
document to the proposed list, the system automatically populates the document in the Template dropdown list box, which the agent can apply to the response if applicable.
Solution and Document Search
Solutions and documents are the two types of materials that an agent searches for to resolve email issues.
They are kept in separate repositories, although the ways to search for them are similar. When an agent
performs a keyword search on solutions or documents, only one repository is searched at a time. The
agent can set up email workspace preference to specify the default repository, default search mode (basic,
advanced, or advanced with options) and additional search options (for example, word variation and
number of search results to display) for document and solution search.
Note: The email workspace prevents solutions and documents that have already been attempted from
being added to the content sources list again.
Solution Status Update
After the agent sends the email response that is associated with solutions, the agent can come back to the
email and update the solution status based on customer's feedback. The system populates the Attempted
Solutions grid of the More tab on the Email page with a list of selected solutions that were attached to
the reply. If the customer contacts the agent later on about that email and confirms how effective those
solutions were in resolving the issue, the agent can update the solution status accordingly.
Related Links
Email Page
Quick Action Buttons
The email workspace provides action buttons that enable agents to perform common email actions
quickly. These buttons are context-specific; they appear in pages and sections where their operations
are appropriate. These buttons represent generic email actions, such as reply, reply all, and forward, as
well as other common actions that agents perform to resolve email issues. These common actions are
subcategorized into these types:
•
System-wide actions.
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Examples of system-wide actions are mark as spam and mark as duplicate. When the agent clicks
any of these actions for an email, the email workspace updates the email's categorization information
(spam or duplicate email), closes it, and removes its entry from the agent's worklist automatically.
•
Transaction actions that are defined at the mailbox level.
You can set up quick create action buttons for these types of CRM transactions to be created for
emails if so configured: all types of cases, issues, orders and quotes, leads, opportunities, and service
orders. To minimize scrolling, PeopleSoft recommends that only one quick action button is specified
for a mailbox. Scrolling is necessary if there is more than one transaction action button.
Note: If the agent clicks an action button to create a transaction, the same operation takes place if the
agent accesses the Recent Activities tab in the Assistance group box on the Email page and creates the
same transaction.
Related Transactions
Certain types of emails can be handled through a direct response—much as you might respond directly
to someone who calls you on the phone. Other types of emails can be handled more effectively through
other CRM transactions, such as cases or leads that provide full-featured handling of customer support
issues or product inquiries.
Related Transaction Types
You can associate emails with these types of CRM transactions:
•
Cases.
•
Support cases.
•
Both PeopleSoft Help Desk and Help Desk for Human Resources cases.
If you use ERMS with either of these applications, pay attention when associating emails with
cases. Associate email from external customers with support cases; associate email from internal
employees with help desk cases.
•
Orders and quotes in PeopleSoft Order Capture.
•
Leads.
•
Opportunities.
•
Service orders.
You can relate an email to an existing transaction or create a new transaction. For example, if a customer
sends an email with a support question, you can create a new case for that customer. If the customer later
sends another email related to the question, you can relate the new email to the case that you already
created. (If the new email is threaded with the original email, the system automatically carries over the
case relationship to the new email.)
When you relate an email to an existing transaction, the system displays the appropriate search page for
the transaction type that you select.
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When you create a new transaction, the system saves the inbound email before transferring to the new
transaction. You can create new transactions only if the email sender is fully identified; otherwise, the
system gives an error and does not create the transaction. One way to verify this is by looking at the
toolbar summary area. If the sender and the representing values appear as active links, that means the
system has successfully identified the sender. If they are inactive, you must complete the identification
manually before you can create transactions. For external mailboxes (in which case the email sender is a
customer), the system gives an error and does not create transactions if the setID of the customer does not
match the setID that is associated with the business unit of the mailbox.
When creating new leads, opportunities, and service orders, the system does not transfer data from the
inbound email into the new transaction. Other types of transactions, however, include some default data
that comes from the email (unless the default values are invalid for the user's default business unit). For
example, the system populates the email sender information, subject, and body to new cases, and email
sender to orders and quotes.
When possible, the system uses data from the email as the default data on the search page and in new
transactions. In particular, the business object associated with the email is the default contact, whether you
search for an existing transaction or create a new one.
Note: Access to secured cases in PeopleSoft Help Desk for Human Resources is available only to users
who are members of the provider group to which the case is assigned. Users, who do not have this access,
do not have secured cases available to them when they associate emails with cases. If a secured case is
already associated with the email, users who do not have access to the case cannot see the case subject or
access the case details.
Security for Related Transactions
The security profile of users controls their abilities to associate transactions with an email. For example,
an agent who has security access to the support case component can also associate emails with support
cases. In addition, the ability to relate or create transactions for an email comes from its mailbox. You
specify at the mailbox level which CRM transactions agents can associate with and create for its emails in
the Assistance group box on the Email page.
Because all types of captures use the same component, a user who has access to the component can create
orders, quotes, and the various service-related transactions used in the industry solutions.
Email Replies
Agents reply to an inbound email through:
•
The Response page of the email workspace.
This page is used when the agent reviews an inbound email from the email workspace and wants
to reply to it. The agent can respond to an email by accessing the Response page within the same
component. Or, when the agent works on a transaction and wants to reply to an email that is
associated with the transaction, the Response page for the selected email appears.
•
The Outbound Notification component.
This page is used when the agent works on a transaction and wants to create an email from that
transaction (not responding to any email). If the Use Email Workspace while responding to an existing
notification option is not selected at the system level, the Outbound Notification page is used for
responding to existing email from a transaction as well.
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The Outbound Notification page is also used to view sent emails. Email approvers can access this
page to approve emails from agents whose emails require approval before delivery.
These pages function in a similar fashion. They enable agents to:
•
Compose a message using predefined correspondence templates or free-form text.
•
Address the email and select the delivery channel (email or worklist) for each recipient.
Normally, one sends the reply to the same address from which the inbound email was received, but if
the agent copies other agents on the reply, the copies can be sent to those agents' worklists.
•
Send the reply immediately or schedule it for future delivery.
An agent who is associated with an approver (on the Agent Setup page) must, however, submit the
reply for approval instead of sending it. The system sends the reply only after the approver approves
it.
Related Links
Approving Emails
"Understanding Manual Notifications (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Replying to Inbound Email
Email Status Tracking
After an email arrives in a group worklist, its status is shown in the Status field. The agent assigned to
the email can manually change its status on the email workspace. The system automatically updates an
email's status when certain actions occur.
Note: The agent-facing email status is different from the process status that ERMS processes use.
See Email Process States and Incompletely Processed Email.
Email Statuses
There are three types of email status sets:
•
Editable email status.
This status set includes statuses that agents can update. This status set is available on the Email page
under the Email Details section. Values are:
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•
Open.
•
Closed - Response.
•
Closed - Canceled.
•
Closed - Duplicate.
•
Closed - Auto Response.
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Managing Email
System email status.
This status set is maintained by the system and is not editable by agents. This status set is available
on the toolbar summary area and the Message Detail page. The system email statuses are used in the
interaction tree of 360-Degree View. This table lists the values:
Status
Description
New
The email process assigns this status after routing the email
to a group worklist but before the email is assigned to an
agent. It sets this status for the email automatically.
Processing
This status is used to indicate that the system has not
finished processing this email and cannot be accepted until
the system has completed its work.
Reassigned
The email is manually routed to a group worklist (either by
requeuing or reassigning it), and it is not currently assigned
to a specific user.
Assigned
The email has been assigned to a specific user, but no reply
has been sent.
The system sets this status when the email is assigned to an
individual, regardless of whether the user explicitly accepts
the email or the assignment occurs by auto-acceptance.
Completed
A user has handled the email and replied to it if necessary.
The email workspace automatically closes the email after
the user has submitted a reply on the Response page.
Canceled
No action was required, and no reply was sent.
Users can cancel email from the email workspace.
•
Process state.
Process states are statuses that the mail processor assigns to emails. The mail reader process refers to
the process state of emails when resending them through the system. Process states are available on
the Message Detail page. Values are:
•
Email Instance Created.
•
Queue for Routing.
The email is processed by the mail reader process but is not yet processed by either the mail route
process (based on type of email).
•
Auto Responded by System.
The mail process responded to the email automatically.
•
Email Routed.
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The email is routed to a group worklist and is ready for to be processed by the agent.
•
Mailbox Forwarding.
The mailbox reset functionality is performed.
You can close an email (as completed or canceled) whether or not any replies are sent. Normally,
however, an email is closed after one reply is sent. If you suspect that additional correspondence maybe
necessary to resolve an issue, you can create an appropriate related transaction (such as a case) from the
email prior to closing it out. The same set of values are used in interactions to represent email statuses.
See Message Details Page.
Email Status and Worklists
When viewing only ERMS worklist entries (and not ERMS alerts or all transactions), the worklist grid
displays the email status; this makes it easy to see which emails are closed and to remove them all from
the worklist at the same time. Sort the worklist grid by status to see which worklist entries can be marked
complete.
The system prevents you from marking an ERMS worklist entry complete if the underlying email is not
closed. This ensures that every email remains on a worklist until it is closed. (However, if you reopen
an email after removing its worklist entry, the worklist entry is still marked complete. Do not rely on the
worklist when working with reopened email.)
Reply Deadlines and Notifications
ERMS mailboxes and ERMS group worklists have a warning notification time period and a final
notification time period. These are optional for group worklists but required for mailboxes. The ERMS
alert processes trigger notifications based on these time periods. The system sends notifications if an
email is still open at the notification deadline.
Note: Replying to an email does not prevent the system from sending the alert notifications. Although
an email is automatically closed when its owner performs a response, the agent can reopen the email.
Notifications occur if the editable email status on the Email page is open at the scheduled notification
time.
The system sends notifications to the group worklist owner if the email is associated with a group
worklist; otherwise, the notifications are sent to the mailbox owner. Email alerts are always sent to
worklists, never to queues.
When filtering a worklist by transaction type, the email notifications appear under the ERMS Alert type
(unlike email assignments, which belong to the ERMS type).
Warning notifications alert the recipient that the organization may miss a deadline, and final notifications
alert the recipient that the deadline has arrived. Worklist notifications are calculated from the date and
time that the worklist receives the email. If the email is reassigned to a different group worklist and
then back to the original group worklist, the notifications are based on the most recent arrival time.
Assignment of an email to an individual worklist does not affect the deadlines—nor does requeuing an
assigned email back to its group worklist.
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Worklist-level deadlines change as an email is reassigned to different groups. The deadlines represent the
service organization's internal standards for timely replies.
Mailbox notifications are calculated from the time that the email enters the system. If the PeopleTools
email table has a record of the time that the mail server received the email, that time is used. When the
mail server data is unavailable (for example, POP3 mail servers do not provide this data), the system uses
the time that the email was first saved in the PeopleSoft database. The delay between the time the mail
server receives the email and the time that the email is saved in the PeopleSoft database depends on how
often the mail reader process polls the mailbox.
Mailbox-level deadlines do not change as the email is reassigned to different groups. The deadlines
represent the organization's external commitments for timely replies. The mailbox reset operation,
however, can affect the mailbox-level deadlines. The new deadlines are computed based on the time that
the email entered the system, not when the mailbox reset operation was performed.
The mailbox-level final notification time represents the final deadline for replying to the email. This
deadline is the only one of the four notifications times that is visible on the toolbar; it is considered the
email's due date.
All time periods are is calculated using a 24-hour clock, without regard to the organization's business
hours. The warning dates and due dates (both internal and external) for these notification alerts are
available on the Message Details page.
Related Links
"Worklists and Queues (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
The Email Alert Process
"Understanding CRM Worklists (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
System Information for Email Messages
Email workspace provides information that helps administrators to diagnose issues with emails from a
system perspective. Similar to viewing the message source or message properties in other email systems,
administrators can view email data that comes from CRM and PeopleTools in the Message Details page.
System information includes the email status, state for the corresponding application engine process,
email routing and assignment information, internal and external warning deadlines, message header
details, and various parts that constitute the email.
Related Links
Message Details Page
Accessing Inbound Email
To access inbound emails from the main navigation, use the Search Inbound Emails (RB_EM_IB and
RB_EM_IB_SRCH) components.
These topics discuss how to:
•
Access inbound emails from the Multichannel Toolbar.
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•
Access inbound emails from My Worklist.
•
Access inbound emails from the main navigation.
Note: You can also access an inbound email from the Interaction List, the 360-Degree View, a
transactional component's interaction history page and on the Thread page of another email that belongs
to the same thread.
Pages Used to Access Inbound Email
Page Name
Definition Name
Navigation
Usage
My Worklist
RB_WF_WORKLISTS
My Worklist, Worklist
View emails that belong to
either an individual worklist
or a group worklist that is
associated with the user.
Search Inbound Email
RB_EM_IB_SRCH
Correspondence, Search
Inbound Emails, Search
Inbound Email
Search for an inbound
email and access detailed
information about it.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
Related Links
"Understanding Interactions (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
Accessing Inbound Emails from the Multichannel Toolbar
Access the Multichannel Toolbar.
Users must be configured as multichannel agents to access the multichannel toolbar. After an agent logs
onto a multichannel queue from the toolbar, any incoming email task that is routed to this queue becomes
available for acceptance. The system brings up the email workspace when the agent accepts the email,
either manually or automatically.
My Worklist Page
Use the My Worklist page (RB_WF_WORKLISTS) to view emails that belong to either an individual
worklist or a group worklist that is associated with the user.
Navigation
My Worklist, Worklist
Worklist entries are associated with a specific worklist. Inbound emails that you have accepted appear
in your individual worklist. Emails that have not been accepted appear in group worklists. Notifications
related to email deadlines appear in the individual worklist of the group worklist owner or, if the email
was never assigned to a group worklist, in the individual worklist of the mailbox owner.
Worklist entries are also categorized by transaction type:
•
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Inbound email worklist entries are in type Email.
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Managing Email
These entries represent email assignments; they are created when an email is assigned to a worklist.
•
Notifications related to deadlines are in type Email Alert.
Related Links
"Understanding CRM Worklists (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Search Inbound Email Page
Use the Search Inbound Email page (RB_EM_IB_SRCH) to search for an inbound email and access
detailed information about it.
Navigation
Correspondence, Search Inbound Emails, Search Inbound Email
Image: Search Inbound Email page (1 of 2)
This example illustrates the fields and controls on the Search Inbound Email page (1 of 2). You can find
definitions for the fields and controls later on this page.
Image: Search Inbound Email page (2 of 2)
This example illustrates the fields and controls on the Search Inbound Email page (2 of 2). You can find
definitions for the fields and controls later on this page.
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You can control the behavior and appearance of this page using the CRM search configuration utility. The
search criteria fields and search results fields are the same as the identically named fields in the email
workspace. Click each page within the search results grid to view corresponding values of the emails that
return.
Note: When emails appear in the Search Results section initially, they are displayed on the list by email
ID in ascending order. If you click the Email ID column name to sort emails in the list, the system
reorders them (in ascending or descending order) by email ID one character at a time. Suppose that there
are three emails in the search result grid and their IDs are 2, 18 and 19 respectively. If you click the
column name to sort them by email ID in ascending order, they appear in this order: 18, 19 and 2.
Related Links
"Configuring Searches (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
Working with Inbound Email
These topics provide an overview of the email workspace toolbar and discuss how to:
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•
Use the email workspace toolbar.
•
Manage inbound email.
•
Preview selected documents.
•
Preview selected solutions.
•
Find solutions and documents.
•
Review email event history.
•
Review email routing history.
•
Review email audit history.
•
Review email message properties.
•
Review thread information.
•
Reassign an email.
•
Add email notes.
•
Personalize email workspace.
•
Submit email to another mailbox.
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Chapter 13
Managing Email
Pages Used to Work with Inbound Email
Page Name
Definition Name
Navigation
Usage
Email
RB_EM_IB89
•
Correspondence, Search
Inbound Emails, Email
•
My Worklist, My
Worklist
Manage an email that you
have accepted. You can
start working on the email,
requeue it to its original group
worklist, or reassign it to
another group worklist.
Click the email ID link
for a worklist entry of
type Email Alert.
•
Click the node for an
inbound email interaction
on any 360-Degree
View or pages where
interactions are listed.
Document Viewer
RB_EM_DOC_VIEWER
Click a document link on the
Email page, the Response
page, or the Search Solutions/
Documents page.
Preview document content,
add a document to the
proposed list, and reply to the
email with the document as an
attachment.
Solution Viewer
RB_EM_SOL_VIEWER
Click a solution link on the
Email page, the Response
page, or the Search Solutions/
Documents page.
View solutions, add a solution
to the proposed list, and reply
to the email with the solution.
If the solution is associated
with notes, attachments, or
other solutions, the system
uses the Solution component
to display complete solution
information.
Search Solutions/Documents
RB_EM_IB_SEARCH
Correspondence, Search
Inbound Emails, Search
Solutions/Documents
Search for solutions and
documents to help resolve an
email.
History
RB_EM_IB_HIST
Correspondence, Search
Inbound Emails, History
Review an email's event
history, routing history, audit
trail, and content analysis
scores.
Message Details
RB_EM_IB_MESSAGE
Correspondence, Search
Inbound Emails, Message
Details
Review email message
properties.
Thread
RB_EM_THREAD
•
Correspondence, Search
Inbound Emails, Thread
•
Correspondence, Search
Outbound Emails,
Thread
Review an email's thread
information. You cannot
modify the thread information
in the Outbound Email
component. As for inbound
emails, you can modify the
information modified on the
Recent Activities tab under
the Assistance section on the
Email page.
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Page Name
Definition Name
Navigation
Usage
Note
RB_EMAIL_NOTE
•
Correspondence, Search
Inbound Emails, Note
Enter and view email notes.
•
Correspondence, Search
Outbound Emails, Note
Email Workspace User
Preferences
RB_EW_PREFERENCE
Click the User Preferences
toolbar button on the email
workspace.
Personalize the email
workspace.
Mailbox Reset
RB_EM_MBXFORW_SBP
Click the Mailbox Reset
toolbar button on the email
workspace.
Submit emails to another
mailbox. This functionality
resets most data of the
email before sending it back
to the ERMS system for
reprocessing.
Select Worklist
RB_EM_IB_RAS_SEC
Click the Reassign button on
the toolbar.
Reassign an email to a another
group or individual worklist.
Understanding the Email Workspace Toolbar
Toolbars are configurable and customizable. In addition, you can give end-users the ability to personalize
their toolbars.
See "Understanding the Configurable Toolbar (PeopleSoft CRM 9.2: Automation and Configuration
Tools)".
PeopleSoft CRM delivers these buttons for the email workspace:
Click the Reassign button to access the Select Worklist page
and select a group or individual worklist to which the email
reassigns.
Click the Requeue button to cancel the email's current
assignment and return the email to the group worklist. This
action is not available to unassigned emails.
Click the Accept button to take ownership of an unassigned
email. This action is available to any member of the email's
group worklist. The system moves the corresponding worklist
entry to that person's individual worklist, and several fields in
this component become editable.
Click the Accept button to navigate to the sender's 360-degree
view. The system determines which 360-degree view to display
based on the type of mailbox that the email was sent to (
external, internal, internal HR, or partner) and the role of the
person who accesses the 360-degree view.
Click the User Preferences button to access the Email
Workspace User Preferences page to personalize the email
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workspace default behavior on sending responses, available
activities to display and keyword search.
Click the Mailbox Reset button to send the email through
ERMS for reprocessing, if the email was sent to the current
mailbox by mistake. The system retrieves the email from within
the CRM database, not from the mail server. Before the email
is being reprocessed, the system removes any mailbox-related
information from it (for example, activities, language setting,
business unit, business object searching, and content analysis
information).
Click the Text Tray button to create personal quick keys or use
available public quick keys.
Click the Mark as Done button to remove the completed email
from the task list of the Multichannel Toolbar.
This button appears when an email that was sent to the agent
through the Multichannel Toolbar was closed outside of the
browser window that is controlled by the Multichannel Toolbar.
In other words, the email was responded to or closed on some
other page (for example, the Search for Inbound Emails page,
My Worklist, the History page on a related transaction, the
Thread page of an outbound email and so on). In this case, the
email remains on the agent's Multichannel Toolbar task list.
If the email is opened from Multichannel Toolbar and it was
closed previously on another page, the Mark as Done button
appears in the Toolbar to allow the email to be removed from
the task list.
Click the Take Ownership button to accept the email, which
is currently assigned to another member of the same group
worklist.
Taking ownership is similar to the accepting an email. The
difference is that an agent clicks the Take Ownership button
to take over an email that has been assigned to someone else
in the same group worklist (in this case, the Accept button is
unavailable). The agent clicks the Accept button to take over a
new email that has not been unassigned to anyone (in this case,
the Take Ownership button does not appear).
Click to spell check the subject and message body of the email
response.
Go To
Select Actions Taken, Routing History, Audit History, or
Content Analysis Scoring to navigate to a view of the History
page.
The area beneath the toolbar button displays summary information about the email, which includes the
email sender, email status, and the computed email due date. This date is based on the mailbox-level final
notification time period.
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If the final notification time period for the email's mailbox is two days, then the due date is two days after
the email was received.
The customer value comes from PeopleSoft Enterprise Performance Measurement. This customer value
appears if the sender is a consumer or the representing value is either a company or consumer.
See "Delivered Common Toolbar Buttons (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
See "Understanding the Text Tray (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
Common Element Used in Working with Inbound Email
Select
Click to select one or more documents or solutions and click
the Add Selection(s) to Proposed List button to add them to
the Proposed Solutions/Documents group box on the Search
Solutions/Documents page.
Add Selection(s) and Reply
Click to access the Response page, where solutions or
documents that are currently selected in a grid are appended to
the message area automatically as part of the email response.
However, if the email response has been modified before
this button is clicked, the system will not add selected items
automatically; agents need to do so manually if deemed
necessary. In addition to appending selected solutions and
documents to the email response, the system also applies the
history setting, as well as the greeting and closing templates to
the email message as configured in the mailbox definition.
The system adds these solutions and documents to the list in
theProposed Solutions/Documents group box on the Search
Solutions/Documents page. Added documents are also available
in the Template field on the Response page.
If no preselected documents or solutions are available, clicking
this button transfers agents to the Response page.
Add and Reply
Click to transfer from a solution or document preview page
to the Response page. The system appends the solution or
document that is being viewed currently to the email response.
The logic behind the Add and Reply and the Add Selection(s)
and Reply buttons is identical. The difference is that the former
handles a single selection whereas the latter can handle multiple
selections simultaneously.
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Add Selection(s) to Proposed List
Click to add the solutions or documents that are currently
selected in a grid to the list in the Proposed Solutions/
Documents group box on the Search Solutions/Documents page.
Add to Proposed List
Click to transfer to the page from where the solution or
document link was clicked. The system adds the solution
or document that is being viewed currently to the list in the
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Managing Email
Proposed Solutions/Documents group box on the Search
Solutions/Documents page.
The viewed item is not yet part of the email response.
View Selection(s)
Click to view selected solutions or documents on the
corresponding preview page.
If agents select multiple items to view, the preview page
provides the Previous and Next buttons for them to navigate
from one item to the next.
Return to Email
Click to close the solution or document preview page and
transfer to the Email page.
Related Links
Email Page
Document Viewer Page
Solution Viewer Page
Search Solutions/Documents Page
Email Page
Use the Email page (RB_EM_IB89) to manage an email that you have accepted.
You can start working on the email, requeue it to its original group worklist, or reassign it to another
group worklist.
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Navigation
•
Correspondence, Search Inbound Emails, Email
•
My Worklist, My Worklist
Click the email ID link for a worklist entry of type Email Alert.
•
Click the node for an inbound email interaction on any 360-Degree View or pages where interactions
are listed.
Image: Email page
This example illustrates the fields and controls on the Email page. You can find definitions for the fields
and controls later on this page.
Email Message
This group box displays basic information and the content of the inbound email. It appears on the
Email page, the Response page, and the Search Solutions/Documents page to provide persistent email
information wherever agents perform research.
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Received On
Displays the date and time when the email was either received
by the mail server or the date and time when it was saved into
the database (if the received date is not populated, as in the
case of POP3). These date and time values are the basis for the
external response time alert computation. This group box is also
used to compute the elapsed time for the email.
Elapsed Time
Displays the days and hours that have passed since the date and
time that are specified in the Received On field until the email
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is closed. The system changes the email status to closed after a
response has been submitted.
From
Displays the address from which the email was sent.
The system uses this email address to identify the sender when
an email arrives in the system.
To
Displays the name of the mailbox to which the email was sent.
The Cc field appears if the incoming email has a Cc email list.
Subject
Displays the subject of the email as specified by the sender. If
the email doesn't have a subject, ERMS populates the standard
no subject phrase as defined on the System Installations page.
Wide View of E-mail Body
Click to access the E-mail Viewer page (RB_EM_TEXT_
VIEWER) to view the email on a full page. You can edit the
content from the full page view, but changes are not saved to the
system.
Attachment
Click to view a list of attachments (in active links) for the email,
if available. Files that were originally sent as attachments
retain their original file names. Attachments that PeopleTools
creates when it transfers the email from the mail server to the
PeopleSoft system have the generic name attachment.
Email Information - Main
This group box contains two tabs: Main and More.
The Main tab displays the email's status that agents work with. Agents can update these values manually.
The system provides action buttons to perform common email functions quickly. You can define these
action buttons at the system or mailbox level.
Status
Displays the status of the email: Open, Closed - Auto Response,
Closed - Canceled, Closed - Duplicate, and Closed - Response.
Priority
Specify an appropriate priority for the email. You can define
priorities on the Priority Setup page.
Category and Type
Specify a appropriate category and a type within that category
for the email. You can define categories on the Category Setup
page; establish types on the Associate Types page.
Product Group
Specify an appropriate product group for the email. Product
groups that are available for selection belong to the same setID
as the email, which is determined using one of these options:
•
If the business unit of the email is derived from the Default
Business Unit field the associated mailbox definition, the
system derives the setID using the tableset control mapping.
This option applies to email that are sent to mailboxes of
types internal and internal H.
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•
If the business unit of the email is derived from the customer
setID of the email, then the same setID is used to filter
product groups for the email. This option applies to email
that are sent to mailboxes of types external and partner.
Establish product groups on the Product Group page.
Product
Specify an appropriate product for the email. If a product group
is selected, only products that are associated with the product
group are available for selection. Establish products on the
Product Definition page.
Mood
Specify an appropriate mood for the email if applicable. You can
define moods on the Mood Setup page.
Reply, Reply All, and Forward
Click to access the Response page to send a reply or forward the
inbound email to others.
The operations of these buttons are the same, with several
exceptions:
•
The Reply operation populates only the To field with the
email address of the inbound email sender. The email
subject includes the prefix RE:.
•
The Reply All operation populates the To and Cc fields (not
the Bcc field) with the email address of the inbound email
sender and other recipients. The email subject includes the
prefix RE:.
The Reply All button appears if the incoming email has a Cc
list.
•
The Forward operation does not populate the To, Cc, or
Bccfield. You can click the Add/Modify Recipient List
link to select appropriate recipients. The email subject
remains the same, and the body of the inbound email is not
populated as part of the email response.
Mark as Spam
Click to label the email as spam mail; the email closes
automatically.
Mark as Duplicate
Click to mark the email as a duplicate mail; the email closes
automatically.
Create New <CRM transaction>
Click to create a new CRM transaction for the email. Specify the
quick create action buttons in the Mailbox Activity List page of
the mailbox definition. Enable only one quick action button for
a mailbox to avoid scrolling.
Agents who need to create these transactions must be given
the permission to add them in advance. Otherwise they cannot
create any transactions for the email.
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See "Defining Products (PeopleSoft CRM 9.2: Product and Item Management)", "Defining Template
Categories and Types (PeopleSoft CRM 9.2: Automation and Configuration Tools)", Defining Priorities
and Moods.
Email Information - More
The More tab displays customer information. This tab also lists any CRM transaction that the email is
associated with or any solution that the email has attempted to resolve its issue.
Business Unit
Displays the email business unit that is specified in the mailbox
definition. The email business unit can be updated, and the
change is limited to business units that belong to the same setID
as the current business unit You cannot create transactions from
the email if the setID of the email business unit does not match
the sender's setID.
Language
Displays the language to be used to handle the email. You
can modify the value if the system identifies the language
incorrectly.
Sender
Displays the sender of the email. If you select a different sender,
the system automatically updates the corresponding value in
the toolbar summary area. The role of the sender is shown if
the selected sender has more than one role. You must identify
the sender completely (by specifying the sender role) before
attempting to create transactions.
Representing
Displays the company or consumer that the sender represents.
If you modify the value here, the system automatically updates
the corresponding value in the toolbar summary area. This field
applies to external and partner mailboxes and still appears in the
toolbar summary area even if the value is unavailable.
Note: If the sender is associated with more than one
representing entity, and later some of these relationships are
deactivated in the system, these relationships don't expire
immediately; instead, they expire at the end of the day (that is,
midnight).
Related Transactions
Displays CRM transactions that are selected on the Response
page to associate with the email, if available.
Attempted Solutions, Status, and
Update Solution Status
Displays solutions that are associated with the email. This grid
appears after the email response, including selected solutions, is
sent. Agents can update the solution status based on customer's
feedback.
For example, if the customer sends a reply and confirms that the
solution resolves the issue, the agent can select the solution and
change its status to successful resolution. If the solution doesn't
solve the issue, change the status to failed resolution instead.
See Defining System Settings for Email Processing, Email Sender Identification, Quick Action Buttons.
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Assistance
This group box provides recommended actions that the agent can choose to perform on the email and
search capability on recent activities and transactions that relate to the email.
The Recommended Actions tab contains a list of recommended actions for the agent to perform. You can
define a list of recommended actions based on category in the mailbox definition.
Select
Click to perform the corresponding activity. The list is short, and
most recommended actions are related to replying email.
Recent Activities
This section contains a list of most recent activities that are associated with the sender of the email.
Activity Type
Select the CRM transaction to relate to or create for the email:
•
Emails.
When you click Refresh, the system returns inbound emails
and outbound emails that are associated with the sender. You
can see other recent email conversations and modify thread
association if needed. If no matches return, you can click
the Search Outbound Emails link to find emails using other
search criteria. When the Search for Outbound Email page
appears, you can find and select the current email's parent
in the email thread, which causes the thread association to
update accordingly. The current email inherits all of the
selected parent's related transactions.
Note: Use the Search Outbound Emails link only if you
want to change the thread association of the current inbound
email with another outbound email.
•
CRM transactions that are enabled in the Mailbox Activity
List page of the mailbox definition.
When you first access the Recent Activities tab, the Activity
Type field is blank. Select an activity type and click Refresh
to retrieve transactions of that type that are created under
the sender's name and the email business unit. If no matches
are found, you can click the Full Search link to access the
search page and find the corresponding transaction using
other search criteria. The email business unit does not limit
the type of activities that you enable at the mailbox level.
You can configure each enabled activity type to support the
create new functionality, which enables agents to create new
activities (and associate them with the email) by clicking the
Create New link on the Recent Activities tab.
Note: You cannot relate duplicate transactions to an email.
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After you create and save the new transaction, you can return
to the Email page using the History drop-down list box that is
available on the transaction's toolbar. You can also use the new
transaction's interaction list, which automatically includes the
original email.
If agents set up their personalized activity lists on the Email
Workspace User Preferences page, this setup overrides the
default activity list, which is what appears when the Activity
Type drop-down list box is empty (it is the default behavior
when you enter the component initially).
Rows to Retrieve
Enter the maximum number of rows to return for the selected
activity type, if search matches are found.
Related Links
Assistance
Content Sources
Solution and Document Search
Document Viewer Page
Use the Document Viewer page (RB_EM_DOC_VIEWER) to preview document content, add a
document to the proposed list, and reply to the email with the document as an attachment.
Navigation
Click a document link on the Email page, the Response page, or the Search Solutions/Documents page.
In addition to viewing the current document and navigate to other documents in the document list, you
can also choose to add it to the proposed list, add it to the proposed list and reply the email with it.
See Common Element Used in Working with Inbound Email.
Solution Viewer Page
Use the Solution Viewer page (RB_EM_SOL_VIEWER) to view solutions, add a solution to the proposed
list, and reply to the email with the solution.
If the solution is associated with notes, attachments, or other solutions, the system uses the Solution
component to display complete solution information.
Navigation
Click a solution link on the Email page, the Response page, or the Search Solutions/Documents page.
See Common Element Used in Working with Inbound Email, "Case - Solution Page, Service Order Solution Page or Quality Management - Solutions Page (PeopleSoft CRM 9.2: Services Foundation)".
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Search Solutions/Documents Page
Use the Search Solutions/Documents page (RB_EM_IB_SEARCH) to search for solutions and documents
to help resolve an email.
Navigation
Correspondence, Search Inbound Emails, Search Solutions/Documents
Image: Search Solutions/Documents page
This example illustrates the fields and controls on the Search Solutions/Documents page. You can find
definitions for the fields and controls later on this page.
Proposed Solutions/Documents
This group box contains the collection of solutions and documents that can be content sources for the
email (for example, to perform template search) and can potentially resolve customer issues. You can
select items in the list to send to customers. Selecting an item means that you are adding it to the list of
content sources to be associated with the email and its possible response. When you perform search on
solutions or documents on the Email page or the Search Solutions/Documents page and click the button to
add selected items to the proposed list, the system populates those items here in the Proposed Solutions/
Documents group box.
Search
This section allows you to perform keyword search against the selected repository (solutions or
documents) using PeopleSoft Search.
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Managing Email
Select which type of content to search on: solutions or
documents. You cannot search across both solution and
document repositories at the same time.
To specify the default repository for this field, click the User
Preferences button on the toolbar and select the default search.
Search Text
Enter keywords in this field for the search. This field appears
when you're in the basic search mode.
Search
Click the Search button to invoke the keyword search.
Advanced Search
Click to perform a more refined search where you can enter
keywords with these variations:
•
With all the Words: Each item that returns has references to
all the words entered in this field.
•
With the Exact Phrase: Each item that returns has references
to the exact same phrase entered in this field.
•
With any of the Words: Each item that returns has references
to any of the words entered in this field.
•
Without the Words: Each item that returns has no references
to any of the words entered in this field.
Rows to Display
Specify the number of items to show in the search results list.
This field appears when you're in the advanced search mode.
Search Tips
Click to access the page (RB_SEARCH_TIPS_SEC) that lists
the definition and sample for each search criterion.
Preferences
Click to access the page (RB_USR_PREFERENCES) to specify
the default search mode and settings for each search mode: basic
and advanced. You can specify the same options available on
this page on the Email Workspace User Preferences page.
See Common Element Used in Working with Inbound Email.
Related Links
Solution and Document Search
Email Workspace User Preferences Page
History: Actions Taken Page
Use the History: Actions Taken page (RB_EM_IB_HIST) to review an email's event history, routing
history, audit trail, and content analysis scores.
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Navigation
Correspondence, Search Inbound Emails, History
Image: History: Actions Taken page
This example illustrates the fields and controls on the History: Actions Taken page. You can find
definitions for the fields and controls later on this page.
Actions Taken
This grid displays email history events that the system captures.
Date
Displays the date that the event occurred.
Event Name
Displays the event name that is defined in the ERMS
application. ERMS logs four types of events:
•
Email Created (old and new values do not apply to this
event).
•
Email Routed to Group.
•
Email Accepted.
•
Email Canceled/Closed.
Old Value and New Value
If the event captures changes to a specific field, these fields
display the original and changed values.
By
Displays the user ID of the user who triggered the event.
Interaction Category
This section displays information of interaction category that is associated with this email, when it was
processed and closed through the Multichannel Toolbar. If more than one entry is available, they are
listed chronologically (the most recent appears first). If the email is not associated with a category, the No
Interaction Category message is displayed.
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Related Links
Understanding ERMS Setup
History: Routing History Page
Use the History: Routing History page (RB_EM_IB_HIST) to route history.
Navigation
Correspondence, Search Inbound Emails, History
Click the Routing History link on the History page.
Image: History: Routing History page
This example illustrates the fields and controls on the History: Routing History page. You can find
definitions for the fields and controls later on this page.
Worklist Scores
This grid displays the worklist routing score for the email. Based on the content analysis of the email that
is performed by PeopleSoft Search, a routing score is computed for each worklist that is associated with
the email's mailbox. The system then assigns the email to the worklist with the highest score. The email
is assigned to the default worklist of the mailbox if no scoring information is available, for example, if
none of the returned worklist scores meets the minimum threshold value that is set, or the mailbox is not
associated with any worklists.
Routing History
This grid displays email routing events. The system creates a new row of data every time that the email is
reassigned to a new group worklist or individual worklist.
From and To
Displays the name of the worklist from which the email was
routed and to which it is sent. Individual worklists are identified
by the associated user ID.
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The first entry in the routing history represents the routing that
the unstructured email process performs. Because this is the first
time that the email is routed, the From field is empty.
Routing Method
Routings that occur after the first routing by the unstructured
email process have a routing method of Manual.
Other routing method values apply only to the initial routing
action of the unstructured email process. The following values
indicate the criteria that the unstructured email process uses to
select a worklist: Thread, Customer Event, Address, Domain,
Content, and Worklist.
Reason
The following routing reasons indicate why the unstructured
email process routed an email to the mailbox's default worklist:
Routed, Bypassed, Oversized, and Encoding.
The following reasons are set by the system when it
automatically moves an email to a new worklist: Accepted,
Reassigned, and Requeued.
In addition to the reasons used by the system, the following
reasons are available when users perform manual routing
actions: Escalated, Misrouted, Overridden, and Other.
By and Date
Displays the user ID of the person who performed the routing,
along with the date and time when the routing was performed.
The user ID for the routing that the unstructured email process
performs is the user ID that was used to schedule the process.
Comments
If an agent who manually reassigns an email to a new group
worklist enters comments in the Select Worklist page, those
comments appear here. Comments are required if the routing
reason is Other.
Related Links
Understanding Unstructured Email Routing
History: Audit History Page
Use the History: Audit History page (RB_EM_IB_HIST) to review an audit trail.
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Navigation
Correspondence, Search Inbound Emails, History
Click the Audit History link on the History page.
Image: History: Audit History page
This example illustrates the fields and controls on the History: Audit History page. You can find
definitions for the fields and controls later on this page.
The Audit History grid displays record level and field level audit information, including the type of
change performed (add, update, or delete), field values before and after the change, the user ID of the
person who made the change, and the date and time of the change.
The PeopleSoft system is delivered with auditing features turned off. Turning on auditing can have a
significant impact on application performance. Analyze your audit needs carefully to ensure that you turn
on auditing only when there is a strong business reason to do so.
Related Links
"Understanding Audit Information (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
Message Details Page
Use the Message Details page (RB_EM_IB_MESSAGE) to review email message properties.
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Navigation
Correspondence, Search Inbound Emails, Message Details
Image: Message Details page (1 of 2)
This example illustrates the fields and controls on the Message Details page (1 of 2). You can find
definitions for the fields and controls later on this page.
Image: Message Details page (2 of 2)
This example illustrates the fields and controls on the Message Details page (2 of 2). You can find
definitions for the fields and controls later on this page.
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Computed Message Body
This group box displays essentially the same email message that you see on most pages. The bigger
display area enables for better readability.
System Disposition
This group box contains information about the email regarding status, routing, assignment, and response
time deadlines that comes from the CRM system. It provides a visual indicator next to each response date
and time that indicates if this email close to missing the deadline.
Email Status
Displays the current status of the email to reflect where the
email stands. This status is read only and is maintained by the
system. The same email status is shown in the toolbar summary
area. The email workspace uses this value when it evaluates the
response time alerts.
Process State
Displays the status of the mail processor in regards to the email.
The mail reader process refers to the process state of emails
when resending them through the system. Values are:
•
Email Instance Created.
•
Queue for Routing.
•
Auto Responded by System.
•
Email Routed.
•
Mailbox Forwarding.
The process state is a system level status of where the email is
in the preprocessing phase of the system. If you open emails
from a worklist or the Multichannel Toolbar, the process state
of the email is typically Email Routed. However all emails (
regardless of the processing state) can be accessed using the
Search Inbound Email component.
Message Header
This group box displays email data that comes from PeopleTools (with the exception of the Mailbox ID
field). The values in the Date Sent and the Date Received fields are followed by a number, which is the
respective time zone offset.
Date Sent and Date Received
Displays the date and time when the inbound email was sent and
received. The values for these fields come either from the mail
server or the CRM database, depending on the mail server type
(POP3 or nonPOP3). The number at the end of the values is the
time zone offset between the mail server and the CRM database,
in minutes. Take the Date Received value as an example. If the
mail server is of type POP3, ERMS uses the date and time when
the email was saved to the CRM database as the value of this
field. In this case, the offset value is zero. But if the mail server
is not a POP3 type, ERMS displays in this field the date and
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Chapter 13
time information that was returned from the mail server. In this
case, the offset value is present, ranging from +720 to -720.
The PeopleTools: PeopleSoft MultiChannel Framework contains
more information on time zone offsets.
Customers can take advantage of the custom header information to drive additional business processes.
PeopleSoft Multichannel Communications does not provide the infrastructure to facilitate customization
projects of this kind.
See PeopleTools: PeopleSoft MultiChannel Framework
Multichannel Message Parts
This group box lists the message parts as stored by the PeopleTools Email Repository. A message part can
be:
•
The inline text, which can be a representation of the computed message body displayed on the left of
the page.
•
A sender specified attachment, which has a specific filename and content type.
•
A PeopleTools generated attachment that is created when a system-size threshold is violated (meaning
that the size of the text exceeds the threshold value) or the content type is not plain text. For example,
if the mail client is configured to send both plain text and HTML email messages, two different parts
appear in this section: a plain text part and an HTML part.
Thread Page
Use the Thread page (RB_EM_THREAD) to review an email's thread information.
You cannot modify the thread information in the Outbound Email component. As for inbound emails,
you can modify the information modified on the Recent Activities tab under the Assistance section on the
Email page.
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Navigation
•
Correspondence, Search Inbound Emails, Thread
•
Correspondence, Search Outbound Emails, Thread
Image: Thread page
This example illustrates the fields and controls on the Thread page. You can find definitions for the fields
and controls later on this page.
The construction of the thread tree on the left is based on the interaction thread information that is stored
as part of a conversation. When you click an email link, the email content shows in the message area on
the right. If you want to change the association of the current email (change email threading), perform the
action on the Recent Activities tab on the Email page by relating the current email to another email as the
new parent.
Indicates that the corresponding email is an inbound email.
Indicates that the corresponding email is an outbound email.
Open this email
Click to open the email that appears in the message area. If the
email is an outbound email, the Outbound Email page appears.
If the email is an inbound email, the Email page of the email
workspace appears.
Select Worklist Page
Use the Select Worklist page (RB_EM_IB_RAS_SEC) to reassign an email to a another group or
individual worklist.
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Navigation
Click the Reassign button on the toolbar.
Image: Select Worklist page
This example illustrates the fields and controls on the Select Worklist page. You can find definitions for
the fields and controls later on this page.
Group Worklist Name
Select the group worklist where you want to reassign the email.
Individual (Optional)
Select the person in the selected group worklist to whom you
want to reassign the email.
Reason
Select a routing reason. Use the following values for manual
rerouting: Escalated, Misrouted, Overridden Reassigned, or
Other.
Other values that are used during automatic rerouting are also
available. These values are Accepted, Bypassed, Encoding,
Oversized, Requeued, and Routed.
Comment
Enter a comment that provides information about the
reassignment. This is required if the routing reason is Other.
OK
Click to reassign the email to the selected worklist.
Note: Similar functionality is available from My Worklist.
Reassign Email Item to Selected Worklist
This section appears if the system returns worklists in the Worklist Scores grid of the History: Routing
History page. From the grid, select a group worklist and optionally select a member of the group. The
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Managing Email
last row of the grid is a free form field where you can enter any group worklist and optionally select an
individual from that worklist.
Related Links
"Forwarding and Reassigning Worklist Entries (PeopleSoft CRM 9.2: Automation and Configuration
Tools)"
Note Page
Use the Note page (RB_EMAIL_NOTE) to enter and view email notes.
Navigation
•
Correspondence, Search Inbound Emails, Note
•
Correspondence, Search Outbound Emails, Note
Here's some considerations for adding notes in the email workspace:
•
You cannot email notes that you create for emails.
•
Email notes don't use the visibility feature.
See "Understanding Notes and Attachments (PeopleSoft CRM 9.1 Application Fundamentals
PeopleBook)".
Email Workspace User Preferences Page
Use the Email Workspace User Preferences page (RB_EW_PREFERENCE) to personalize the email
workspace.
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Navigation
Click the User Preferences toolbar button on the email workspace.
Image: Email Workspace User Preferences page (1 of 2)
This example illustrates the fields and controls on the Email Workspace User Preferences page (1 of 2).
You can find definitions for the fields and controls later on this page.
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Image: Email Workspace User Preferences page (2 of 2)
This example illustrates the fields and controls on the Email Workspace User Preferences page (2 of 2).
You can find definitions for the fields and controls later on this page.
Message Action
Response
Specify if you want to include email history when responding to
inbound email, and if so, indicate if the history should appear at
the beginning or the end of the response.
Note Entry Warning
Select to enable the system to prompt agents to enter a note
after they have submitted outbound responses from the email
workspace.
General Setting
Maximum Row to Display
Specify the default maximum number of rows that users see
from the activity result grid on the Recent Activities tab on the
Email page.
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Recent Activity List
Chapter 13
Select the types of transactions (activities) to be included when
the email workspace retrieves the default activity result list
initially.
If no activity is selected in the Activity Type drop-down list box,
the system uses the default activity list (those activities that are
marked with the Default check box in the mailbox definition) to
determine which activities to display on the Recent Activities
tab of the email workspace.
Agents, however, can override the default activity list defined on
the mailbox by selecting rows in the Recent Activity List grid of
the Email Workspace User Preferences page. Activities that are
selected do not change the actual list that appears in the Activity
Type drop-down list box but changes the types of activities that
are retrieved as part of the default activity list retrieval (when
the Activity Type drop-down list box is empty).
Note: If the activity selected in the user preferences is not
enabled for the mailbox with which the email is associated,
it does not appear in the default activity results. When no
activities are selected in the Recent Activity List grid of the user
preferences, the email workspace uses the mailbox definition of
default activities.
Document/Solution Search
Default Search On
Select whether the default search repository is document or
solution. The default value is used in the Search group box on
the Search Solutions/Documents page.
Default Settings
Search Mode
Select the default search mode that is used to perform
PeopleSoft Search keyword search. Options are basic search,
advanced search, and advanced search - more search options.
Results to display
Specify the default maximum number of rows that users see
from the search results grid on the Search tab on the Search
Solutions/Documents page.
Basic Search Options
Search Behavior
274
Select a default behavior to use based on user-entered text in the
basic search. Options are:
•
With all words (default).
•
With the exact phase.
•
With any words.
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Chapter 13
Managing Email
•
Word Variations
Without the words.
Select a default word variation type to incorporate into the basic
search. Options are:
•
Alternate spellings.
•
Exact words.
•
Include synonyms.
•
Similar sounds.
•
Stemmings.
Case Sensitive
Select if you want the solution and document search to be case
sensitive.
Display noise words
Select if you want to view the list of noise words that were used
in a search. Noise words are excluded from the search process
because they are often not meaningful to the search. Examples
are prepositions (from, to, in, and up) and articles (a, an, and
the).
Advanced Search Options
Search Behavior
Select behavior (none or multiple) that users can choose to use
in the advanced search.
Restore to System Defaults
Click to overwrite the personalization setting with the system
default setting.
Search Domains
Select the template package and solution specific fields as well as solution libraries that you want the
system to use to search for documents and solutions.
Related Links
"Understanding Global Search for CRM (PeopleSoft CRM 9.2: Automation and Configuration Tools)"
"Understanding PeopleSoft Search Framework Definitions for CRM (PeopleSoft CRM 9.2: Automation
and Configuration Tools)"
"Understanding PeopleSoft Search Framework Implementation for CRM (PeopleSoft CRM 9.2:
Automation and Configuration Tools)"
Mailbox Reset Page
Use the Mailbox Reset page (RB_EM_MBXFORW_SBP) to submit emails to another mailbox.
This functionality resets most data of the email before sending it back to the ERMS system for
reprocessing.
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Navigation
Click the Mailbox Reset toolbar button on the email workspace.
Image: Mailbox Reset page
This example illustrates the fields and controls on the Mailbox Reset page. You can find definitions for
the fields and controls later on this page.
Replying to Inbound Email
These topics discuss how to:
•
Reply to inbound email from email workspace.
•
Send emails from CRM transactions.
•
Send emails from CRM transactions that are associated with emails.
•
Review outbound email.
•
Review outbound email thread information.
•
Review outbound email notes.
You can reply to email either from the context of the email itself, or from the context of a transaction
that is associated with the email. The methods are similar, except that when you reply from a transaction,
you must explicitly indicate that you are replying to an email. In addition, you must identify the email to
which you are replying.
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Pages Used to Reply to Inbound Email
Page Name
Definition Name
Navigation
Usage
Response
RB_EM_IB_RESP
•
Correspondence,
Search Inbound Emails,
Response
Reply to an inbound email.
•
Click the Reply button on
the Email page.
•
Click the Notification
button from the toolbar
of a transaction (for
example, case) and select
the Reply to Another
Email check box (with an
existing email selected)
on the Email Reply or
Start New Thread page.
Email Reply or Start New
Thread
RB_EM_OPERATE_SEC
Click the Notification
Start a new email thread from
button from the toolbar of
the CRM transaction or reply
a transaction (for example,
to an email of that transaction.
case), which you navigated to
from another email.
Outbound Email
RB_EM_OB_VIEW
Correspondence, Search
Outbound Emails, Outbound
Email
Review outbound email and
process approval (RB_EM_
OB_VIEW).
Response Page
Use the Response page (RB_EM_IB_RESP) to reply to an inbound email.
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Navigation
•
Correspondence, Search Inbound Emails, Response
•
Click the Reply button on the Email page.
•
Click the Notification button from the toolbar of a transaction (for example, case) and select the Reply
to Another Email check box (with an existing email selected) on the Email Reply or Start New Thread
page.
Image: Response page (1 of 2)
This example illustrates the fields and controls on the Response page (1 of 2). You can find definitions for
the fields and controls later on this page.
Image: Response page (2 of 2)
This example illustrates the fields and controls on the Response page (2 of 2). You can find definitions for
the fields and controls later on this page.
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Compose
If the system is unable to find any matching template for the email response when agents access the
Response page, a warning message appears, and the Template Search section is expanded automatically.
The agent can modify the classification criteria and refresh the template list.
From
Displays the from address of the response. The system populates
it with the reply to address that is specified in the mailbox
definition.
To
Displays the to address of the response. The system populates
it with the sender's primary to address of the inbound email.
Additional to addresses can be added by accessing the Add/
Modify Recipient List link.
Important! If you change the primary to address either by
updating the To field directly or accessing the Add/Modify
Recipient List link, the system restarts the correspondence
because the templates that are applied may include old recipient
information. Restarting the correspondence is the same as
clicking the Restart Response button in the section.
Delivery Options
Click to access the Delivery Options page, where you can set
the delivery date and time.
Add/Modify Recipient List
Click to access the E-mail Workspace - Look Up Recipient
page, where you can search for and select recipients for the
email. You can specify additional recipients to the To, CC, and
BCC lists or modify the primary to sender.
Related Transactions
Displays CRM transactions that are associated with the email.
Select transactions that you want the system to consider in the
template search.
Solutions
Displays the list of solutions that are added to the proposed list,
if applicable. This grid displays only proposed solutions that are
available.
Category, Type, Product Group,
Product, and Keywords
Enter values in these fields as criteria the system uses to perform
the template search for the email.
Click Refresh Template List to run the template search after you
update any of these values or related transactions. Click Clear
Template Search to remove values from these fields and search
for templates using only related transactions.
Template
Select a template to use for the email response. The results of
the template search appear as values in this drop-down list box,
along with the documents that are added to the proposed list.
Preview
Click to access the Template Text Viewer page (RB_EM_TEXT
_VIEWER) to view the email response that is formatted with
the selected template.
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Apply Template
Chapter 13
Click to populate the email response to which a template is
applied in the Message Area group box.
One or more templates may be applied to an email message.
Templates are appended to the email body in the order that they
are applied. Applied templates appear in the Selected Templates
grid.
Add Closing
Click to add a closing text to the end of the email response.
Send or Send for Approval
Click to submit the email response, or if approval is required
for the sign-on agent, send a notification to the approver's
Action Request worklist, notifying the approver that the original
notification needs to be reviewed. After an email is submitted
for approval, the response is reset. You cannot view a submitted
email from the email workspace unless you go to the Thread
page and refresh the thread tree.
The system allows the sending of blank email (email without
message body).
Restart Response
Click to begin the response mode again with the initial state in
which the page was first presented.
Cancel
Click to cancel the response operation and return to the previous
page before accessing the Response page. The system displays a
message stating that the response is canceled.
You can set up the system to request notes from agents after they send email response or submit them for
approval. If agents are email owners, sending responses automatically updates the email status to closed
- response, removes the email item from the owner's individual worklist, and deletes the email task from
the Multichannel Toolbar if the email was opened from it. In this case, the message about adding a note, if
enabled, appears after these tasks are completed.
Sending Emails from CRM Transactions
If you click the Notification button on the toolbar from a transaction to send an email, the system either
transfers you directly to the Outbound Notification page to start a new email thread, or displays a page
where you can select to start a new thread or reply to an existing email of the transaction.
If you select to reply to an existing email, the Response page of the email workspace appears.
If you select to start a new thread, the Outbound Notification page appears where you compose the new
message. If the Use Email Workspace while responding to an existing notification option is selected, the
Response page is used instead.
Note: The Thread page is not available when you create an outbound email; you will see the information
when you review the outbound email by navigating under Correspondence, Outbound Emails, Outbound
Email.
Related Links
"Sending Manual Notifications From CRM Transactions (PeopleSoft CRM 9.2: Automation and
Configuration Tools)"
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Email Reply or Start New Thread Page
Use the Email Reply or Start New Thread page (RB_EM_OPERATE_SEC) to start a new email thread
from the CRM transaction or reply to an email of that transaction.
Navigation
Click the Notification button from the toolbar of a transaction (for example, case), which you navigated to
from another email.
Image: Email Reply or Start New Thread page
This example illustrates the fields and controls on the Email Reply or Start New Thread page. You can
find definitions for the fields and controls later on this page.
Email Operation
When you click the Notification button on the toolbar of a transaction, you see this page if you previously
navigated to the transaction from an email or if the transaction is associated with other emails. This page
is available only if PeopleSoft Multichannel Communications is licensed.
Note: This page does not appear if the transaction is not associated with any inbound emails. Agents are
transferred directly to the Outbound Notification page to start new email thread.
Reply to Another Email
Select to send a response to an existing email that's associated
with the transaction. Specify the email to which the new one
responds in the Emails grid. This grid lists the emails that are
related to the transaction. If you navigated to the transaction
from an email, the system identifies that email to be as the
current one and preselects it in the grid.
The Response page of the email workspace appears after
clicking OK, and the selected email appears as the inbound
email.
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Start a New Email Thread
Chapter 13
Click to start a brand new email with no links to any existing
email. The Outbound Notification page appears if the Use Email
Workspace while responding to an existing notification option is
not selected. If the option is selected, the Response page is used.
Outbound Email Page
Use the Outbound Email page (RB_EM_OB_VIEW) to review outbound email and process approval
(RB_EM_OB_VIEW).
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Navigation
Correspondence, Search Outbound Emails, Outbound Email
Image: Outbound Email page (1 of 2)
This example illustrates the fields and controls on the Outbound Email page (1 of 2). You can find
definitions for the fields and controls later on this page.
Image: Outbound Email page (2 of 2)
This example illustrates the fields and controls on the Outbound Email page (2 of 2). You can find
definitions for the fields and controls later on this page.
The Outbound Email component is in read-only mode when you access it from the menu navigation.
The interface is similar to the Response page of the email workspace. You can review the content of the
outbound email and the corresponding inbound email. The interface also lists any related transactions and
solutions for the email, and as well as the template used to format the final email body.
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Email approvers use the Outbound Email component to approve or disapprove emails. If you associate
an agent with an approver in the system, the system sends an action request worklist entry to notify the
approver whenever the agent sends an email. The approver must approve the email before it is delivered.
When the approver clicks the approval request link from the worklist, the system opens the email in the
Outbound Email page. The approver can edit the subject and message before clicking the Approval button
on the toolbar, or disapprove it. The email is sent when it's approved; if it's not approved, the system
sends a notification to the agent indicating that the email has been disapproved.
For agents whose emails require approval before delivery, the Submit for Approval button appears on the
Response page instead of the Send button.
Reviewing Outbound Email Thread Information
Access the Thread page (Correspondence, Search Outbound Emails, Thread).
The system uses the same Thread page for inbound and outbound emails.
See Thread Page.
Reviewing Outbound Email Notes
Access the Note page (Correspondence, Search Outbound Emails, Note).
The system uses the same Note page for inbound and outbound emails.
See "Entering and Viewing Notes (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)".
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Chapter 14
Working with Chat in PeopleSoft CRM
Understanding the Chat Workspace
These topics discuss:
•
Unified Agent Desktop.
•
Agent chat window.
•
Agent popup page.
•
Chat session categorization.
Unified Agent Desktop
After a customer submits a chat request from a self-service page, the request is routed to an appropriate
queue and then an available agent. Usually, a notification about the task appears (depending on the agent
setup) on the Unified Agent Desktop (UAD) with some information about the requester. Upon accepting
the chat task, the UAD provides:
•
Chat-specific action buttons that the agent can use during the session to perform actions, such as
inviting another agent to join the chat, transferring the chat session to another queue for a new agent
to take over, and terminating the chat session.
•
Statistics of the chat session, including the customer wait time before the agent accepted the session
and the duration of the ongoing session.
•
Agent-to-agent chat, which can be initiated during a chat session with customers for consultation
purposes. A consultation chat is different from a conference chat because the dialog between agents is
unavailable to the customer.
•
A task navigation list in which the agent can switch among accepted tasks that are currently in
working progress.
See Understanding Multichannel Toolbar Functionality.
Agent Chat Window
The agent chat window, along with the agent popup page, appears after the agent accepts a chat request.
The window contains a history box that captures the entire chat conversation as it proceeds and a field in
which the agent enters text messages to interact with the participants.
To help agents monitor the activities of multiple chat sessions that they work on concurrently, the agent
chat window lists all the active chat requests in the Open Customer Chats field. If any one of the sessions
receives a response, a visual cue appears to alert the agent of the activity.
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Text Tray
The agent can use the text tray feature to include predefined messages automatically in the Input Text
field by pressing quick keys or selecting the messages from the Text Tray link. This link contains a list of
static quick keys that are defined in the system. The agent can modify the populated text before sending it.
See "Understanding the Text Tray (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
Quick Actions
The agent chat window provides a list of actions that the agent can perform for customers while
interacting with them. PeopleSoft CRM (Customer Relationship Management) delivers these common
actions:
•
Email password to the customer.
This action resets the customer's user password to password.
Oracle's PeopleSoft CRM delivers this feature, and customers need to implement their own password
retrieving mechanism (for example, asking users personal questions) and send the user ID as part of
the payload. This effort requires code change on PeopleTools. Specifically, implementers must change
the TriggerQAction function on HTML.RB_AGTCHAT_FUNCTIONS2 to obtain the user IDs using
their own implementations.
•
Email chat log to the customer.
•
Push web pages to the customer.
Web pages can be any external websites or CRM self-service pages.
Be sure to give your customers security access to the pages that agents can push to them. For
example, if you want to push a page with solution information to the customer, you may want to use
the customer solution search rather than the helpdesk solution search.
•
Display the initial agent popup page on the right side of the chat workspace.
This is useful after the agent navigates in different pages for a while and wants to returns to the initial
agent popup page.
Agent Popup Page
The agent popup page is a CRM transactional page that is associated with the self-service page from
which the chat request originates, and it appears next to the agent chat window when the agent accepts
the chat request. The purpose of this page is to assist agents in finding relevant information about the
customer or the transaction about which the customer inquires.
The agent can scroll the agent chat window to view the agent popup page while researching information
for the customer.
Related Links
Application Data in the Chat Workspace
Configuring Agents for Unified Agent Desktop
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Working with Chat in PeopleSoft CRM
Chat Session Categorization
When the agent chooses to end a chat session, all the fields in the agent chat window and buttons on the
Multichannel Toolbar are disabled. The agent can categorize the session on the toolbar before closing the
chat workspace browser window. The selected category is available for viewing in the interaction created
for the chat session, as well as on reports.
CRM delivers a chat-specific category set that you can use to categorize chat sessions.
Agent-to-agent chat sessions are not subject to categorization.
Related Links
Category Codes Page
Working with the Customer Chat Window
These topics discuss how self-service customers:
•
Send chat requests.
•
Use the customer chat window.
Sending Chat Requests
Access any CRM self-service page that is enabled for the chat feature.
Image: Chat portion of a self-service page
This example illustrates the fields and controls on the Chat portion of a self-service page. You can find
definitions for the fields and controls later on this page.
This chat portion appears on a self-service page if ERMS (Email Response Management System) is
licensed AND the chat feature is enabled.
Your Name
Enter the name that the system and agent can use to address the
self-service user during the chat session.
This field appears if the Allow guest user to enter name option
is selected in the chat profile that is associated with the selfservice page.
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Subject
Select the subject of the question from values that are defined
in the associated chat profile. The CRM system uses the subject
information for routing chat requests to corresponding queues.
Question
Enter the specific customer question.
Users must enter questions in chat requests, if such option is
specified in the associated chat profile.
Start Chat
Click to submit a chat session to the queue server. Once
completed, the CRM system displays a message to inform
customers that the chat request is submitted to the queue server
automatically.
If the queue server receives the chat session, it returns a chat ID
for the session, which automatically gets updated on the Chat
Details page. The CRM system creates an interaction for the
chat session if the requester is a registered self-service user.
Related Links
"Contact Us Page (PeopleSoft CRM 9.1 Application Fundamentals PeopleBook)"
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Using the Customer Chat Window
Access the customer chat window (click the Start Chat button on a chat-enabled self service page).
Image: Customer chat window
This example illustrates the fields and controls on the Customer chat window. You can find definitions for
the fields and controls later on this page.
A customer uses the customer chat window to chat with the agent who accepted the chat request. The
customer chat window provides only simple chat functionality, not the more extensive capabilities of the
agent chat window.
The customer chat window is common to all PeopleTools chat implementations. You can find more
detailed information about the customer chat window in your PeopleTools documentation.
Send
Click to send the chat message you entered in the Input Text
field to the agent.
Exit Dialog
Click to close and leave the chat session.
See PeopleTools: PeopleSoft MultiChannel Framework
Working with the Agent Chat Workspace
These topics discuss how to:
•
Process chat requests.
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•
Push pages to customers.
•
Email passwords.
•
Email chat logs.
•
Transfer chat sessions to other queues.
•
Conference with other agents.
•
Chat with other agents.
•
End chat sessions.
Page Used to Work with the Agent Chat Workspace
Page Name
Definition Name
Navigation
Usage
Push Web Page
RB_CHAT_WIZARD
Select the Push web page
action on the chat workspace.
Display the pages that you've
defined to show here so that
you can select a page whose
URL you want to push to the
customer.
Chat Workspace
Access the chat workspace (click to accept an incoming chat request).
Image: Chat workspace
This example illustrates the fields and controls on the Chat workspace. You can find definitions for the
fields and controls later on this page.
Depending on the accept and popup modes that are selected for agent-to-agent and agent-to-customer
chat window types in the agent configuration, the agent may not be required to click the chat task
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notification that appears on the Multichannel Toolbar to accept the chat request. Typically, if both modes
are automatic, the chat workspace appears with information about the new chat request that the system
automatically accepts for the agent. If the popup mode is manual, a notification appears, and the agent can
preview, click to accept, or reject (by not clicking) it.
The chat workspace consists of three sections where agents research, interact with customers, and perform
chat-related actions: the Multichannel Toolbar, the agent chat window, and the agent popup page.
Unified Agent Desktop (UAD)
The UAD provides action buttons for agents to invite another agents to join the customer-to-agent chat
(conference), initiate an agent-to-agent chat, transfer the session to another queue as needed, and end the
session. It also displays statistics about the chat session for reference.
Agent Chat Window
Conversation History
Displays the ongoing chat dialog. Each response has a time
stamp and is color-coded by participant for easy recognition.
The system makes note in the dialog box when a chat action is
performed (for example, when the password or chat log is sent
to the customer, a web page is pushed to the customer) or the
session is being transferred to another queue.
Input Text
Enter the agent's response.
In addition to entering text manually, agents can use the text tray
feature to populate predefined messages by typing quick keys or
using the Text Tray link.
Text Tray
Click to open the Text Tray window to review a list of available
messages and select one to use in the response.
Push Page
Click to push the page that currently appears on the right side of
the chat workspace to the customer. For example, the agent can
push the Case search page to the customer who needs to look
up a case during the chat session. Note that customers can view
only those pages that they are authorized to see.
Actions
Select an action to perform on the chat session. Options are:
Open Customer Chats
•
Email password.
•
Email chat log.
•
Push web page.
•
Display initial screen.
Displays all active chat sessions that the agent is currently
processing.
If any one of the sessions receives a response, a visual cue
appears to alert the agent of the activity.
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Agent Popup Page
This section displays a CRM transactional page that is associated with the self-service page from which
the chat session originates. Typically, it is the 360-Degree View page or the mini navigation page on
which agents can search for multiple CRM objects. The page can also be the main page of any CRM
object (for example, case, if the self-service page that it associates with pertains to that object).
Push Web Page Page
When the agent selects the action to push a web page to the customer, the Push Web Page page appears:
Image: Push Web Page page
This example illustrates the fields and controls on the Push Web Page page . You can find definitions for
the fields and controls later on this page.
In addition to performing the push web page action, agents can also push a transactional page to
customers by clicking the Push <transaction> button that's available (if agents are navigating transactions
on the agent popup page section, for example, order). Currently, CRM supports the pushing of case and
order pages using buttons.
After the URL has been pushed to the customer, a confirmation message appears in the Conversation
History field.
URL
Enter the URL of a website to push to the customer. The
page appears in a new browser window on the customer's
workstation.
Remember to enter http:// at the beginning of the URL.
Static URL
Select a predefined URL to push to the customer's workstation.
Define static URLs under the Chat Setting section on the
Configure Agent - Multichannel Configuration page.
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See Configuring Agents.
Self-service Pages
Select a self-service search page from the list to push to the
customer's workstation.
You establish the list of search pages on the Self-Service Page
Mapping page.
Select and URL
The URL of the corresponding page appears in the URL field
automatically. You can edit the URL if you already know the
application keys (such as an order ID) to the URL; the URL
with keys directs the customer to the exact CRM transaction.
Description
Click to access the search page of the corresponding CRM
object. From the search page, agents can look up transactions
that relate to the customer and select one that the customer
would be interested in viewing.
Copy URL
Click to copy the URL of the corresponding search page in the
clipboard. The agent can paste the copied URL on a browser
window or text file and modify it as needed.
Push
Click to send the URL to the customer's workstation without
closing the Push Webpage window.
Push and Close
Click to send the URL to the customer's chat workstation and
close the Push Webpage window.
Emailing Passwords
When the agent selects the action to email the user password to the customer, a window appears. The
agent enters the user ID of the customer:
Image: Enter user ID window
This example illustrates the fields and controls on the Enter user ID window.
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The Send Password window then appears:
Image: Send Password window
This example illustrates the fields and controls on the Send Password window.
Click the customer email address to which the password is sent. This action resets the user's password to
password. After the password has been mailed to the customer, a confirmation message appears in the
Conversation History field.
Note: This implementation is delivered as an example on how user passwords can be retrieved.
Customers should come up with their own design to obtain the user ID and make the modification in
PeopleTools accordingly. Refer to this see reference for guidelines.
See Agent Chat Window.
Emailing Chat Logs
When the agent selects the action to send the chat transcript to the customer, the Email Chat Log window
appears:
Image: Email Chat Log window
This example illustrates the fields and controls on the Email Chat Log window.
Select or enter the customer email address to which the chat log is sent. The agent can enter multiple
email addresses in the field and separate them by commas. After the log has been mailed to the customer,
a confirmation message appears in the Conversation History field.
Important! Sometimes, chat logs cannot be mailed to customers successfully because their line lengths
exceed the default maximum line length that the mail server can accept. Check the text line setting of your
mail server configuration and increase the number by the use of SMTP Service Extensions if needed.
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Transferring Chat Sessions to Other Queues
When the agent clicks the Forward Chat button, the Transfer Chat to Queue window appears:
Image: Transfer Chat to Queue window
This example illustrates the fields and controls on the Transfer Chat to Queue window.
Name
Displays the list of queues to which the chat session can be
transferred. Click the name of the queue that the chat session
should go to start the transfer.
When the transfer is completed, the current session ends
automatically. The agent can categorize the chat session on
the Multichannel Toolbar before closing the chat workspace
browser window.
Agents Logged In
Displays the number of agents who are currently logged on for
the corresponding queue. This information is displayed after the
agent availability check is performed.
Agent Available
Displays the number of agents who are currently set to be
available for the corresponding queue. This information is
displayed after the agent availability check is performed.
Check Availability
Click the Availability button to check for agent availability
for the corresponding queue. The button label is changed to
Checking while the check is in progress. When it is finished, the
system displays the number of agents who are logged in and the
number of agents who are marked as ready for the queue. If no
statistics can be retrieved after the check process times out (30
seconds), a dialog box appears and relays the message back to
the agent.
The numbers are not updated automatically; when needed, click
the button to refresh the data.
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Note: The Check Availability feature provides information on
agent availability in queues so that when an agent thinks about
forwarding a chat session to another queue, he or she can decide
what to do based on the current state of the queue. Agents can,
but do not have to, check for agent availability before they
transfer chat sessions.
Here is an example. Suppose that an agent is chatting with a
customer and he thinks that he should forward the chat session
a different queue so another agent from a specialized team
can review the customer's request. After he checks for agent
availability for that queue, he realizes that there is an agent
currently logged on but the agent is not set to be available. With
this information in hand, he can inform the customer of the
situation and make recommendations. For instance, create a case
for the customer and assign it to the target group, or continue
forward the chat session on just in case someone becomes
available momentarily (if the customer can wait).
The system allows the transfer of chat sessions to queues that
do not have logged-in or available agents currently. It provides
flexibility because either agents are in the process of logging
in or making themselves available, or managers who monitor
queues can adjust staffing resources dynamically based on the
real-time information they receive—have agents log into queues
with tasks waiting to be reviewed.
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Conferencing with Other Agents
When the agent clicks the Conference button, the Conference Chat window appears:
Image: Conference Chat window
This example illustrates the fields and controls on the Conference Chat window.
During a chat session, the agent can invite another agent to join the chat. The invited agent can interact
with all participants to exchange ideas and discuss issues.
Click the agent's name to initiate the conference chat.
When the chat session is displayed to the invited agent, the chat history between the first agent and the
customer appears as reference.
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Chatting with Other Agents
When the agent clicks the Agent Chat button, the Agent to Agent Chat window appears:
Image: Agent to Agent Chat window
This example illustrates the fields and controls on the Agent to Agent Chat window.
In addition to inviting an agent to start a three-way conferencing chat, the agent can initiate a chat session
with another agent without the customer knowledge. The agents can discuss the customer's issue and later
relay the information back to the customer.
Ending Chat Sessions
When the agent ends a chat session, all fields on the agent chat window and chat buttons on the
Multichannel Toolbar are disabled. The agent can categorize the session in the Category field that appears
on the toolbar.
The selected category is available for viewing in the interaction created for the chat session.
See the product documentation for PeopleTools: PeopleSoft MultiChannel Framework.
Related Links
Configuring Agents for Unified Agent Desktop
Viewing Chat Logs and Reports
To view chat details, use the Chat Detail (RB_CHAT_DETAIL) component.
These topics discuss how to:
•
298
View chat logs.
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•
View chat details.
•
View chat reports.
Pages Used to View Chat Logs and Reports
Page Name
Definition Name
Navigation
Usage
Chat Log
RB_CHAT_LOG
Correspondence, Chat Detail, View chat transcripts and
Chat Log
related transactions.
Chat Details
RB_CHAT_DETAIL
Correspondence, Chat Detail, View system information
Chat Details
about the chat session.
Chat Log Page
Use the Chat Log page (RB_CHAT_LOG) to view chat transcripts and related transactions.
Navigation
Correspondence, Chat Detail, Chat Log
Image: Chat Log page
This example illustrates the fields and controls on the Chat Log page. You can find definitions for the
fields and controls later on this page.
Related Transactions
This grid displays CRM application objects that are associated with the selected chat session (if
applicable). These objects are subinteractions of the chat interaction.
Chat Log
This area records the dialog between the agent and chat requester. The time that corresponds to each
line in the conversation changes based on the time zone that is selected on the toolbar. The right column
displays the content of the dialog. Customer's name appears in red and agent's name appears in black.
Related Links
Chat Logs and Reports
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Chat Details Page
Use the Chat Details page (RB_CHAT_DETAIL) to view system information about the chat session.
Navigation
Correspondence, Chat Detail, Chat Details
Image: Chat Details page
This example illustrates the fields and controls on the Chat Details page. You can find definitions for the
fields and controls later on this page.
Detail Summary
CRM Chat ID
Displays the unique identification number of the chat request.
View System Chat Detail
Click to access the Chat Log component in PeopleTools in a
new browser window.
Initial Queue and Final Queue
Displays the first queue to which the chat session was submitted
and the last one to which it belonged. These values are different
if the chat request was reassigned.
Source Page
Displays the self-service page where the chat was initiated.
Question and Subject
Displays the question (if available) and subject that was entered
by the customer in the chat request.
Agent Name
Displays the agent who was last assigned to the chat request.
Interaction Category
This section displays information of interaction category that is associated with this chat session. If more
than one entry is available, they are listed chronologically (the most recent appears first). You can click
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the Refresh toolbar button to refresh the list as needed. If the category information does not exist, the No
Interaction Category message is displayed.
Description
Displays the category of the chat session.
Viewing Chat Reports
See PeopleSoft CRM Multichannel Communications Reports: General Description.
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Monitoring Real-Time Information
These topics discuss how to:
•
Monitor real-time information.
•
View agent details.
•
View queue details.
Important! It is recommended that you run Supervisor Desktop on Internet Explorer version 7 or later.
The Supervisor Desktop component is accessible to users who have the SD_TEAMLEADER,
SD_SUPERVISOR, or SD_ADMINISTRATOR role. The available functionality varies based on the role
that is assigned to them.
See Defining System-Level Settings for Supervisor Desktop.
Pages Used to Monitor Real-Time Information
Page Name
Definition Name
Navigation
Usage
Realtime Monitoring
RB_SD_MONITOR
MultiChannel, Supervisor
Desktop, Real-time
Monitoring
Monitor real-time
information.
Realtime Monitoring - Details RB_SD_MONITOR
for <agent name>
Click an agent link on the
Realtime Monitoring page
while the Monitor Type is set
to Agent Statistics.
View agent details.
Realtime Monitoring - Details RB_SD_MONITOR
for <queue name>
Click a queue link on the
Realtime Monitoring page
while the Monitor Type is set
to Queue Statistics.
View queue details.
Realtime Monitoring Page
Use the Realtime Monitoring page (RB_SD_MONITOR) to monitor real-time information.
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Navigation
MultiChannel, Supervisor Desktop, Real-time Monitoring
Image: Realtime Monitoring page showing agent statistics by assigned queues
This example illustrates the fields and controls on the Realtime Monitoring page showing agent statistics
by assigned queues. You can find definitions for the fields and controls later on this page.
Image: Realtime Monitoring page showing agent statistics by team
This example illustrates the fields and controls on the Realtime Monitoring page showing agent statistics
by team. You can find definitions for the fields and controls later on this page.
Image: Realtime Monitoring page showing agent statistics by queue list
This example illustrates the fields and controls on the Realtime Monitoring page showing agent statistics
by queue list. You can find definitions for the fields and controls later on this page.
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Image: Realtime Monitoring page showing queue statistics by assigned queues
This example illustrates the fields and controls on the Realtime Monitoring page showing queue statistics
by assigned queues. You can find definitions for the fields and controls later on this page.
Image: Realtime Monitoring page showing queue statistics by team
This example illustrates the fields and controls on the Realtime Monitoring page showing queue statistics
by team. You can find definitions for the fields and controls later on this page.
Image: Realtime Monitoring page showing queue statistics by queue list
This example illustrates the fields and controls on the Realtime Monitoring page showing queue statistics
by queue list. You can find definitions for the fields and controls later on this page.
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Users can select the different types of data as well as the collection of data to be monitored by switching
values in the Monitor Type and Filter By fields respectively:
•
•
Agent statistics by:
•
Assigned queues.
•
Queues that are specified in the queue list.
•
Defined teams.
Queue statistics by:
•
Assigned queues.
•
Queues that are specified in the queue list.
•
Defined teams.
Note: Queue lists or teams must be defined before they are available as options under filter statistics.
Monitor Status
When the monitor status is active, real-time statistics are constantly updated. Click the Pause button to
freeze the display. Click the Resume button to the restart real-time update.
A text message appears in this section if Supervisor Desktop is unable to perform real-time monitoring.
Statistics
The information that appears in this grid changes slightly based on the selected monitor type: agent or
queue statistics.
The following real-time data and functionality are available when users view agent statistics:
•
The list of agents, who are logged into a queue, that resulted from the selected filter.
Click the agent link to view additional real-time information of the corresponding agent.
See Page"?>.
•
The ability to chat with agents if applicable (only available if the agent is logged into a multichannel
queue).
•
The queue to which each agent is connected (separate displays for voice versus multichannel queues).
•
The queue status, the duration in which the agent remains in this status, and its current unused
capacity (duration in status and capacity are only applicable to multichannel queues).
•
The total time in which the agent has been available (multichannel only) or unavailable since logging
into the current queue.
The following real-time data is available when users view queue statistics:
•
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The list of queues that resulted from the selected filter.
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Click the queue link to view additional real-time information of the corresponding queue.
See Page"?>.
•
Numbers of agents that are configured for each queue, currently signed in, and are available to accept
tasks (available agents only applicable for multichannel queues).
•
Numbers of tasks that have been abandoned by the queue (voice channel only) and are currently
queued.
Important! Data for abandoned tasks is only supported for the voice channel only (that is, CTI
queues), in which case a numerical value is displayed. For other queues, this piece of information
is not supported by the REN server and therefore, the field shows a “-” symbol, indicating
unavailability.
•
The average wait time to accept tasks and the average duration to finish tasks. The average duration is
available to multichannel queues only.
Realtime Monitoring - Details for <agent name> Page
Use the Realtime Monitoring - Details for <agent name> page (RB_SD_MONITOR) to view agent
details.
Navigation
Click an agent link on the Realtime Monitoring page while the Monitor Type is set to Agent Statistics.
Image: Realtime Monitoring - Details for <agent name> page
This example illustrates the fields and controls on the Realtime Monitoring - Details for <agent name>
page. You can find definitions for the fields and controls later on this page.
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Monitor Settings
Return to Summary View
Click to return to the previous page where summary agent
statistics are displayed.
Configure this Agent
Click to access the Configure Agent component on a new
browser window to add or edit the configuration of the selected
agent.
Additional Multichannel Statistics
This grid appears if the selected agent is a configured multichannel agent.
Time Since Login
Displays the time duration since the agent signed into a
multichannel queue.
Time Not Ready
Displays the duration during which the agent is in a not-ready
mode since sign-in. This state is different from being in an
unavailable state.
This value is updated when the agent's maximum workload is
reached (that is, capacity drops to 0 percent) and the server can
no longer assign new tasks to this agent.
Time Idle
Displays the duration during which the agent remains idle since
sign-in.
Percent Idle
Displays the agent's idle time in percentage.
Additional Voice Statistics
This grid appears if the selected agent is a configured voice agent.
Number Calls Handled
Displays the number of calls that are handled by the agent since
sign-in.
Average Queue Time
Displays the average time that calls remain in queue taken by
the agent.
Average Call Time
Displays the average time to complete calls by the agent.
Average Hold Time
Displays the average time that calls are put on hold by the agent.
Task Totals (Multichannel only)
308
Tasks Accepted
Displays the number of tasks of each task type that are accepted
by the agent.
Tasks Done
Displays the number of tasks of each task type that are
completed by the agent.
Tasks Unaccepted/Escalated
Displays the number of tasks of each task type that are
unassigned by the system, either because the agent did not
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Chapter 15
Working with Supervisor Desktop
accept them when the system notified the agent through the
Multichannel Toolbar or the tasks have been escalated.
Realtime Monitoring - Details for <queue name> Page
Use the Realtime Monitoring - Details for <queue name> page (RB_SD_MONITOR) to view queue
details.
Navigation
Click a queue link on the Realtime Monitoring page while the Monitor Type is set to Queue Statistics.
Note: Details for a voice queue are not available. For this reason, voice queues are not shown as links in
the queue summary display.
Image: Realtime Monitoring - Details for <queue name> page (1 of 2)
This example illustrates the fields and controls on the Realtime Monitoring - Details for <queue name>
page (1 of 2). You can find definitions for the fields and controls later on this page.
Image: Realtime Monitoring - Details for <queue name> page (2 of 2)
This example illustrates the fields and controls on the Realtime Monitoring - Details for <queue name>
page (2 of 2). You can find definitions for the fields and controls later on this page.
Multichannel Detail Statistics
Tasks In Queue
Displays the number of tasks (by task type) that are currently
queued.
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Tasks Accepted
Displays the number of tasks of each task type that have been
accepted since the queue or server starts.
This value is incremental only.
Tasks Done
Displays the number of tasks of each task type that are
completed.
This value is incremental only.
Tasks Escalated
Displays the number of tasks of each task type that have been
removed from the queue or the agent's task list and categorized
as the escalated timeout type.
This value is incremental only.
Tasks Overflowed
Displays the number of tasks of each task type that are removed
from the queue and categorized as the overflow timeout type.
This value is incremental only.
Most Recent Task Time
Displays the elapsed time of the most recent task in the queue.
Oldest Task Time
Displays the elapsed time of the oldest task.
Average Wait Time
Displays the average wait time for tasks to be accepted in the
queue.
Average Duration
Displays the average time that is used to complete tasks in the
queue.
Time Since Queue Start
Displays the elapsed time since the server (or a specific queue)
starts.
Running Performance Reports
This topic discusses how to run performance reports.
Page Used to Run Performance Reports
Page Name
Definition Name
Navigation
Usage
Performance Reports
RB_SD_REPORT
MultiChannel, Supervisor
Desktop, Performance
Reports
Run multichannel
communications reports that
are configured in Supervisor
Desktop.
Performance Reports Page
Use the Performance Reports page (RB_SD_REPORT) to run multichannel communications reports that
are configured in Supervisor Desktop.
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Navigation
MultiChannel, Supervisor Desktop, Performance Reports
Image: Performance Reports page
This example illustrates the fields and controls on the Performance Reports page. You can find definitions
for the fields and controls later on this page.
Run a Performance Report
Report and Execute
Select a report that you want to generate. Available reports in
this field come from the Supervisor Desktop setup for reports.
Click the Execute button to access the run control page of the
selected report in a new browser window. Enter report criteria
and run the report.
The desktop displays a message if no reports are enabled.
See PeopleSoft CRM Multichannel Communications Reports: General Description.
<Link section>
This section displays the links (URLs that are established in the PeopleTools URL library) that are
specified on the Reports page of the setup component for Supervisor Desktop.
Related Links
Images and Text Page
Approving Emails
This topic discusses how to approve emails.
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Page Used to Approve Emails
Page Name
Definition Name
Navigation
Usage
Email Approval
RB_SD_APPROVAL
MultiChannel, Supervisor
Desktop, Email Approval
Approve emails
This page lists email (
currently pending approval)
for this agent to perform
individual review or mass
approval.
Email Approval Page
Use the Email Approval page (RB_SD_APPROVAL) to approve emails.
This page lists email (currently pending approval) for this agent to perform individual review or mass
approval.
Navigation
MultiChannel, Supervisor Desktop, Email Approval
Image: Email Approval page
This example illustrates the fields and controls on the Email Approval page. You can find definitions for
the fields and controls later on this page.
Next to the page name is the number of email that is pending approval for the signed-in user, who is the
email approver defined in the agent's configuration. Select from the list of email to give approval.
Note: The email counts are only updated when you select the page, click the Refresh All Lists toolbar
button or click the Refreshbutton on the page.
Email Pending Approval
Submitted Date/Time
Click to access the Outbound Email page to review the content
of the outgoing text that needs approval before it is sent to the
recipient. You can either approve or disapprove the email.
The system delivers approved emails to their target recipients,
and the corresponding worklist entries are marked as complete
automatically. Agents are notified if their outgoing emails are
being disapproved.
Approve Selected
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Click to approve all the selected emails on the list. After these
emails are approved, corresponding worklist entries are marked
as complete automatically.
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The system displays a message if some of the selected emails
weren't approved successfully. These emails remain on the list
to be further reviewed.
Note: For performance purposes, you can only approve five
email messages at a time with this mass approval feature. If you
select more than five messages, only the first five are approved.
The remainder of the selected email messages continue to be
selected so that you can click this button again to approve the
next five messages (if more than five are selected).
Refresh
Click to refresh the email list and the number indicator as
needed.
Managing Timeout Entries
These topics discuss how to:
•
Manage timeout entries.
•
View timeout entry detail.
Pages Used to Manage Timeout Entries
Page Name
Definition Name
Navigation
Usage
Timeout Administration
RB_SD_TIMEOUT
MultiChannel, Supervisor
Desktop, Timeout
Administration
Manage timeout entries.
Supervisor Desktop - Timeout RB_SD_TIMEOUT_SEC
Entry Details
Click the timeout date and
View timeout entries.
time link of an entry on the
Timeout Administration page.
Timeout Administration Page
Use the Timeout Administration page (RB_SD_TIMEOUT) to manage timeout entries.
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Navigation
MultiChannel, Supervisor Desktop, Timeout Administration
Image: Timeout Administration page
This example illustrates the fields and controls on the Timeout Administration page. You can find
definitions for the fields and controls later on this page.
The number shown to the right of the page name indicates the number of pending timeout entries in all
queues belonging to the queue list. It is not always the total number of entries that appear in the timeout
summary list. This page is unavailable if the user is not configured for multichannel queues.
The queues included in the queue list are defined by clicking the Manage Queue List toolbar button.
Before beginning to manage timeout entries, you must add multichannel queues to the queue list.
Important! You should use this page, instead of the pages that are provided by PeopleTools, to manage
timeout entries because it contains built-in, PeopleSoft CRM-specific business logic. Failure to use this
page can cause potential problems in working with emails that are routed through the Multichannel
Toolbar.
Timeout Entry Filter
314
Queue ID
Select Queue List (which includes all multichannel queues
defined on the queue list) or a queue that is specified in the
queue list to which timeout entries are filtered.
Timeout Type
Select the type of timeout entry to be listed. Values are
Escalation, Overflow, and blank. Specifying no value means that
all types are displayed.
Task Type
Select the timeout entries associated with specific types of tasks
to be displayed. Options are Email, Chat, Generic and blank.
Specifying no value means that timeout entries for any task
types are displayed.
Include Closed Timeout Entries
Select to include entries that are marked closed in the list.
By default, this check box is cleared, meaning that only
unprocessed timeout entries are displayed.
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Working with Supervisor Desktop
Timeout Entries
The system displays the timeout summary list based on the filtering criteria. You can perform these
actions on the entries:
•
View detail on the Supervisor Desktop - Timeout Entry Details page by clicking the timeout date and
time link.
•
View the task content in the corresponding component by clicking the task type link. This applies to
generic and email tasks only.
•
Close the selected entries, with or without comments.
•
Resubmit selected entries to their queues (that is, requeue). This applies to generic and email tasks
only.
•
Reassign email entries.
This action applies only to email entries that are type overflow and are not closed. You reassign email
entries to a group worklist or an individual the same way that you do from My Worklist or the Email
Workspace.
•
Reassign generic entries.
This action applies only to generic entries that are type overflow and are not closed. You reassign
them to another queue and can optionally add a comment about the reassignment.
All the actions, except for viewing entry details, result in the removal of the entries from the timeout list.
Note: If closed entries appear on this summary list, no other functions apply besides viewing the details.
Supervisor Desktop - Timeout Entry Details page
Use the Supervisor Desktop - Timeout Entry Details page (RB_SD_TIMEOUT_SEC) to view timeout
entries.
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Navigation
Click the timeout date and time link of an entry on the Timeout Administration page.
Image: Supervisor Desktop - Timeout Entry Details page
This example illustrates the fields and controls on the Supervisor Desktop - Timeout Entry Details page.
You can find definitions for the fields and controls later on this page.
Use this page to review the timeout information and optionally enter a comment if the entry is not closed.
Configuring Agents
To configure agents, use the Configure Agent (RB_AGT_CONFIG) component.
These topics list common elements and discuss how to:
316
•
Define voice queue configuration for agents.
•
Define multichannel queue configuration for agents.
•
Define email settings for agents.
•
Define multichannel toolbar settings for agents.
•
Copy agent settings.
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Working with Supervisor Desktop
Note: Administrators should leverage Supervisor Desktop to configure agents. If system managers use the
Agent Configuration component (accessible through Supervisor Desktop) to create agents for Computer
Telephony Interface (CTI) or universal queue, the system automatically creates the same agent records in
the Unified Agent Desktop (or Multichannel Toolbar) Agent Configuration component and PeopleTools.
If you use the PeopleTools pages to create CTI or universal queue agents, the same records are created
in the Agent Configuration component that are accessible through Supervisor Desktop. However,
these agent records are not automatically available in the Unified Agent Desktop Agent Configuration
component.
Pages Used to Configure Agents
Page Name
Definition Name
Navigation
Usage
Configure Agent - Voice
Configuration
RB_AGT_CFG_VOICE
•
Specify agent properties
for supporting voice tasks,
including agent and CTI
configuration IDs, window
preferences, phone book
entries, and status codes.
MultiChannel,
Supervisor Desktop
Click the Configure
Agent toolbar button,
find an agent to be
configured or click the
Configure this Agent link
while monitoring agent
details, and access the
Configure Agent - Voice
Configuration page.
•
Set Up CRM, Product
Related, Multichannel
Definitions, Agent
Configuration, Search
for Agent
Find an agent to be
configured, and access
the Configure Agent
- Voice Configuration
page.
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Page Name
Definition Name
Navigation
Usage
Configure Agent Multichannel Configuration
RB_AGT_CFG_MCF
•
Specify agent properties for
supporting multichannel tasks
(email, chat, and generic),
including queue assignment,
supported languages, window
preferences, trace setting,
status codes, buddy lists, and
chat settings.
MultiChannel,
Supervisor Desktop
Click the Configure
Agent toolbar button,
find an agent to be
configured or click the
Configure this Agent
link while monitoring
agent details, and
access the Configure
Agent - Multichannel
Configuration page.
•
Set Up CRM, Product
Related, Multichannel
Definitions, Agent
Configuration, Search
for Agent
Look up an agent to
be configured and
access the Configure
Agent - Multichannel
Configuration page.
Configure Agent - Email
Configuration
RB_AGT_CFG_ERMS
•
MultiChannel,
Supervisor Desktop
Click the Configure
Agent toolbar button,
find an agent to be
configured, and access
the Configure Agent Email Configuration
page.
•
Specify default reply to
addresses and email approval
settings for agents' outgoing
emails.
Set Up CRM, Product
Related, Multichannel
Definitions, Agent
Configuration, Search
for Agent
Find an agent to be
configured, and access
the Configure Agent Email Configuration
page.
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Page Name
Definition Name
Navigation
Usage
Configure Agent Miscellaneous Configuration
RB_AGT_CFG_MISC
•
Specify warning settings to
be used on the Multichannel
Toolbar.
MultiChannel,
Supervisor Desktop
Click the Configure
Agent toolbar button,
look up an agent to be
configured or click the
Configure this Agent
link while monitoring
agent details, and
access the Configure
Agent - Miscellaneous
Configuration page.
•
Set Up CRM, Product
Related, Multichannel
Definitions, Agent
Configuration, Search
for Agent
Look up an agent to
be configured, and
access the Configure
Agent - Miscellaneous
Configuration page.
Agent Configuration - Copy
Agent Settings
RB_AGT_CFG_COPY
Click the Copy Settings
toolbar button.
Copy settings of the current
agent and apply them to
another agent.
Common Elements Used in Configuring Agents
Popup Mode
Select how the selected task window should appear. Values are:
•
Automatic.
The window appears automatically.
•
Manual.
The window appears after the agent accepts the
corresponding task from the Multichannel Toolbar.
Top and Left
Enter the distance in pixels from the top and left edge of the
screen when the window first appears.
Width and Height
Enter the width and height, in pixels, of the window when it first
appears.
Configure Agent - Voice Configuration Page
Use the Configure Agent - Voice Configuration page (RB_AGT_CFG_VOICE) to specify agent
properties for supporting voice tasks, including agent and CTI configuration IDs, window preferences,
phone book entries, and status codes.
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Navigation
•
MultiChannel, Supervisor Desktop
Click the Configure Agent toolbar button, find an agent to be configured or click the Configure this
Agent link while monitoring agent details, and access the Configure Agent - Voice Configuration
page.
•
Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent
Find an agent to be configured, and access the Configure Agent - Voice Configuration page.
Image: Configure Agent - Voice Configuration page: Agent Detail
This example illustrates the fields and controls on the Configure Agent - Voice Configuration page: Agent
Detail. You can find definitions for the fields and controls later on this page.
Note: An agent cannot be configured if the HR status (which changes based on the selected employee
status) of the corresponding worker is Inactive. HR and employee statuses are considered sensitive worker
information and is accessible only to users with roles that are specified in the Secured Worker Role page.
Voice Agent ID and Password
Enter the ID and password to be used by the agent when
handling voice tasks.
Configuration ID
Select the name of the configuration that you want to associate
with the agent. The configuration ID is the name of the
configuration that you created using the CTI component in
PeopleTools.
See PeopleTools: PeopleSoft MultiChannel Framework,
“Configuring PeopleSoft CTI”
Queue
320
Select the name of the queue that you want to assign to an agent.
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See PeopleTools: PeopleSoft MultiChannel Framework,
“Configuring PeopleSoft CTI”
Toolbar Tracing
Select the level of tracing for voice interface. This information
appears in a tracer window that appears when the Multichannel
Toolbar starts. Values are 0 - None, 1 - Info, and 2 - Debug.
Note that the higher the level of tracing, the more it affects
system performance.
Note: You can set up tracing for both voice and multichannel
queues. If the selected levels are different, the deeper level of
debugging is used.
Add Voice Agent Detail
Click to add a new voice configuration for the selected agent.
Edit Voice Agent Detail
Click to set the agent configuration in edit mode to update the
information.
Delete Voice Agent Detail
Click to delete the current voice configuration.
Note: To delete the agent's voice configuration, you must first
click the Edit Voice Agent Detail button before clicking the
Delete Voice Agent Detail button. A warning message appears if
the agent configuration is not in edit mode when you attempt to
delete it.
Image: Configure Agent - Voice Configuration page: Toolbar/Window Settings
This example illustrates the fields and controls on the Configure Agent - Voice Configuration page:
Toolbar/Window Settings . You can find definitions for the fields and controls later on this page.
Extension 1 and Extension 2
Enter the agent's phone extension numbers. These fields
disappear after you save the page.
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When agents sign in to the PeopleSoft application from a
workstation for the first time, the system displays a pop-up
window where agents enter their extensions. The values are
stored in the cookie of the machine for future use.
Note: The Extension 2 field appears if your CTI system is
configured to support two extensions for each agent.
Redial list Size
Enter the maximum number of phone numbers to be stored in
the redial list for outbound calls.
Popup Mode
Select when the voice-specific transaction window appears
in the Unified Agent Desktop area below the Multichannel
Toolbar. Values are:
0 - Popup when incoming:(automatic mode) the window
pops up while the system accepts the incoming phone call
automatically for the agent.
1 - Popup after answer: (manual mode) the window pops up
after the agent clicks phone line icon to answer the call.
See Common Elements Used in Configuring Agents.
Image: Configure Agent - Voice Configuration page: Phone Book
This example illustrates the fields and controls on the Configure Agent - Voice Configuration page: Phone
Book. You can find definitions for the fields and controls later on this page.
Phone Number and Description
Enter a frequently dialed phone number to associate with this
configuration and add a meaningful description of the phone
number.
The system removes all the non-digit symbols (for example,
spaces, hyphens, and dots) in this field automatically.
Type
Values are Directory Number and Queue.
A Directory Number (or DN) identifies a telephone set on
a PBX (private branch exchange) or in the public network.
The caller dials this number to establish a connection to the
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addressed party. The DN can be a local PBX extension (a local
DN) or a public network telephone number.
A queue number identifies an automatic call distributor (ACD)
queue or group. Calls to a group are distributed to agents
belonging to the group, according to ACD algorithms.
Image: Configure Agent - Voice Configuration page: Presence
This example illustrates the fields and controls on the Configure Agent - Voice Configuration page:
Presence. You can find definitions for the fields and controls later on this page.
Presence State
Select the state that the selected agent can use to indicate
availability on the Multichannel Toolbar. Values are Ready, Not
Ready, Work Ready and Work Not Ready.
Reason Code
Select the reason to elaborate the not ready state, for example,
out to lunch, on the phone, in a meeting, and so on. Reason code
does not apply to the ready state.
Select PeopleTools, MultiChannel Framework, CTI
Configuration, CTI and establish reason codes on the Reason
Code page.
Configure Agent - Multichannel Configuration Page
Use the Configure Agent - Multichannel Configuration page (RB_AGT_CFG_MCF) to specify agent
properties for supporting multichannel tasks (email, chat, and generic), including queue assignment,
supported languages, window preferences, trace setting, status codes, buddy lists, and chat settings.
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Navigation
•
MultiChannel, Supervisor Desktop
Click the Configure Agent toolbar button, find an agent to be configured or click the Configure
this Agent link while monitoring agent details, and access the Configure Agent - Multichannel
Configuration page.
•
Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent
Look up an agent to be configured and access the Configure Agent - Multichannel Configuration
page.
Image: Configure Agent - Multichannel Configuration page: Agent Detail
This example illustrates the fields and controls on the Configure Agent - Multichannel Configuration
page: Agent Detail . You can find definitions for the fields and controls later on this page.
Auto-Login
Select to allow the selected agent to sign in to the corresponding
queue when the agent signs in to the Multichannel Toolbar.
Auto-login applies to one multichannel queue only.
Logical Queue and Physical Queue
Enter the name of a logical queue to which this agent is
assigned. The agent can sign in to only one queue at a time.
After selecting a logical queue, the system assigns a physical
queue to the agent automatically.
Note: The expectation is that one physical queue is associated
with one logical queue.
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Skill Level
Working with Supervisor Desktop
Select the skill level of this agent for the tasks assigned for this
queue.
The agent is assigned only tasks requiring a skill level less than
or equal to the skill level specified here. If there is more than
one qualified agent available to accept the task, the queue server
gives preference to the agent with the lowest skill level.
Each agent can have a different skill level for each queue to
which the agent is assigned.
Max Workload (maximum workload) Select the maximum load that this agent can be assigned before
tasks are held or assigned to other agents.
The cost of each accepted task is added to the agent's current
workload. A task is not assigned to an agent if its cost pushes
the agent's current workload over the maximum.
Language Code
Select the language(s) that the selected agent supports.
For agents to be able to receive task notifications on the
Multichannel Toolbar properly, one of the languages to specify
here is the base language of the CRM system to which they sign
in.
Image: Configure Agent - Multichannel Configuration page: Window Preferences
This example illustrates the fields and controls on the Configure Agent - Multichannel Configuration
page: Window Preferences. You can find definitions for the fields and controls later on this page.
Set up preferences for the types of window that agents use to perform their tasks. For example, set up
Agent to Agent Chat and Agent to Customer Chat windows if agents need to chat with other agents and
customers or set up the E-mail window if agents process emails.
See Common Elements Used in Configuring Agents.
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Window Type
Accept Mode
Chapter 15
Select the window to which the specified configuration applies.
Values are:
•
Agent to Agent Chat.
•
Agent to Customer Chat.
•
E-mail.
•
Generic Alert.
•
Grab URL.
Select how to accept tasks belonging to the chat-related window
type. Values are:
•
Automatic.
For agent to agent chat, select automatic to accept chat tasks
as soon as the chat window appears.
For agent to customer chat, the accept mode is always
automatic, regardless of the window popup mode.
•
Manual.
For agent to agent chat, if both the popup mode and accept
mode are manual, the agent must click the link on the
Multichannel Toolbar to view the window and the icon to
accept the task. If the popup mode is automatic and the
accept mode is manual, the agent sees the window appearing
automatically. The manual accept mode gives the agent
time to view the task content before taking or rejecting it.
Clicking the icon accepts the task.
Unassigned Task Action
Toolbar Tracing
Select from the following the action that occurs when a task
assigned to an agent is unassigned:
•
Prompt whether to close window (default).
•
Close the task window.
•
Do not close the task window.
Select from the following log trace levels:
•
0 - None
•
1 - Information
•
2 - Debug
If you select a value other than 0 — None, a tracer window
appears to display activities and events on the MultiChannel
Toolbar for debugging purposes.
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Note: You can set up tracing for both voice and multichannel
queues. If the selected levels are different, the deeper level of
debugging is used.
Image: Configure Agent - Multichannel Configuration: Presence page
This example illustrates the fields and controls on the Configure Agent - Multichannel Configuration:
Presence page. You can find definitions for the fields and controls later on this page.
You specify the set of presence states that the selected agent uses for the multichannel queue. Options are
Available, Unavailable, and Assumed Unavailable.
Do not enter duplicate presence states.
Image: Configure Agent - Multichannel Configuration: Chat Settings page
This example illustrates the fields and controls on the Configure Agent - Multichannel Configuration:
Chat Settings page. You can find definitions for the fields and controls later on this page.
Response ID
Responses, except those identified by Other, are linked to
specific events. These responses, except for those identified
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Other, are always sent on these events from this agent. If an
agent does not have a configured response for a specific event,
it is read from a default response that is set in the Message
Catalog. The response text that is set here overrides the default
text that is set in the Message Catalog.
Values are:
•
Abandon: A chat is abandoned when a chat initiator closes
the chat window before the chat is accepted by an agent.
This message appears when the agent accepts the abandoned
chat.
•
Accept: This greeting is automatically sent to the chat
initiator when an agent accepts a chat in response to a chat
request that does not include a question.
•
Answer Question: This greeting is automatically sent to the
chat initiator when an agent accepts a chat in response to a
chat request that includes a question.
•
Deny: This applies to collaborative chat only. If an agent
elects not to accept a chat, this message is automatically sent
to the chat initiator.
•
End: If either party quits a chat after the chat is accepted,
this message appears from the agent.
•
Forward: If the agent forwards a chat session to another
queue, this message is sent to the customer.
•
Other: These messages are never automatically sent in a
chat session. Their message names appear in the Template
Messages drop-down list box on the agent chat page. These
messages are appended to the template messages (chat
responses) that are defined for the queue.
Response Name
Enter the name for the response that appears in the agent's
template response drop-down list box.
Response Text
Enter the response text to appear in the chat window.
URL Name
Enter the name of the URL that appears on the agent's URL
drop-down list box.
URL
Enter a static URL to be pushed during chat sessions.
All static URLs that are defined for the agent are downloaded
when the agent launches the chat workspace by accepting a
customer chat.
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If you send a PeopleSoft Pure Internet Architecture URL, be
sure that the recipient has permissions to access that portal,
node, or page.
Image: Configure Agent - Multichannel Configuration: Chat Agent List page
This example illustrates the fields and controls on the Configure Agent - Multichannel Configuration:
Chat Agent List page. You can find definitions for the fields and controls later on this page.
Agent Buddy
Enter the user ID of an agent with whom this agent can have a
chat session or can ask to conference onto another chat.
Refer to the Configuring MCF Agents topics in the
PeopleTools: PeopleSoft MultiChannel Framework
documentation for more information on agent definition.
Configure Agent - Email Configuration Page
Use the Configure Agent - Email Configuration page (RB_AGT_CFG_ERMS) to specify default reply to
addresses and email approval settings for agents' outgoing emails.
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Navigation
•
MultiChannel, Supervisor Desktop
Click the Configure Agent toolbar button, find an agent to be configured, and access the Configure
Agent - Email Configuration page.
•
Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent
Find an agent to be configured, and access the Configure Agent - Email Configuration page.
Image: Configure Agent - Email Configuration page
This example illustrates the fields and controls on the Configure Agent - Email Configuration page. You
can find definitions for the fields and controls later on this page.
Reply-To Settings
You can specify email configuration for agents on this page or on the Agent Setup page under Set Up
CRM, Common Definitions, Correspondence, Agent Setup.
Group Worklist
This field is the same as the Reply To Group Worklist field on
the Agent Setup page.
External Email Address
This field is the same as the External Reply Address field on the
Agent Setup page.
Internal Email Address
This field is the same as the Internal Reply Address field on the
Agent Setup page.
Internal HR Email Address (internal This field is the same as the Internal HR Reply Address field on
human resources email address)
the Agent Setup page.
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Outbound Email Approval Settings
Approval Frequency
Select the frequency of sending the agent’s outgoing emails to
an approver for review before they are sent to customers. You
can send all of them, 1 out of X number of composed emails, or
none. These values are translate values that are predefined in the
system.
Approver Name
Enter the name of the worker who must approve all outbound
emails that are sent by this agent based on the specified
frequency. If you leave this field blank, no approvals are
necessary. Otherwise, emails that are pending approval are
automatically routed to the approver's worklist.
See "Defining User Settings (PeopleSoft CRM 9.2: Automation and Configuration Tools)".
Configure Agent - Miscellaneous Configuration Page
Use the Configure Agent - Miscellaneous Configuration page (RB_AGT_CFG_MISC) to specify warning
settings to be used on the Multichannel Toolbar.
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Navigation
•
MultiChannel, Supervisor Desktop
Click the Configure Agent toolbar button, look up an agent to be configured or click the Configure
this Agent link while monitoring agent details, and access the Configure Agent - Miscellaneous
Configuration page.
•
Set Up CRM, Product Related, Multichannel Definitions, Agent Configuration, Search for Agent
Look up an agent to be configured, and access the Configure Agent - Miscellaneous Configuration
page.
Image: Configure Agent - Miscellaneous Configuration page
This example illustrates the fields and controls on the Configure Agent - Miscellaneous Configuration
page. You can find definitions for the fields and controls later on this page.
The information that you specify on this page for agents can also be defined on the Unified Agent
Desktop Agent Configuration page.
See Configuring Agents for Unified Agent Desktop.
Agent Configuration - Copy Agent Settings Page
Use the Agent Configuration - Copy Agent Settings page (RB_AGT_CFG_COPY) to copy settings of the
current agent and apply them to another agent.
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Navigation
Click the Copy Settings toolbar button.
Image: Agent Configuration - Copy Agent Settings page
This example illustrates the fields and controls on the Agent Configuration - Copy Agent Settings page.
You can find definitions for the fields and controls later on this page.
Target Agent ID
Enter the user ID of another agent whose configuration is to be a
copy of the current agents configuration.
Voice Settings, Multichannel Settings, Select the settings from the current configuration to be copied to
and Email Settings
the target agent.
Note: Only the settings that are not already populated in the
target agent's configuration can be copied. In other words, you
cannot overwrite settings.
Managing Teams and Queues
These topics discuss how to:
•
Define teams.
•
Manage the queue list.
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Pages Used to Manage Teams and Queues
Page Name
Definition Name
Navigation
Usage
Supervisor Desktop - Team
Definition
RB_SD_TEAM_DFN
MultiChannel, Supervisor
Desktop
Define teams and add team
members to be used as filters
in real-time monitoring.
Click the Define Teams
toolbar button.
Supervisor Desktop - Queue
List
RB_SD_QUEUE_LIST
MultiChannel, Supervisor
Desktop
Click the Manage Queue List
toolbar button.
Select queues to be included
in the queue list whenever
the queue list is referenced on
Supervisor Desktop. Queue
list can be used as a filter in
real-time monitoring and for
timeout administration.
Supervisor Desktop - Team Definition Page
Use the Supervisor Desktop - Team Definition page (RB_SD_TEAM_DFN) to define teams and add team
members to be used as filters in real-time monitoring.
Navigation
MultiChannel, Supervisor Desktop
Click the Define Teams toolbar button.
Image: Supervisor Desktop - Team Definition page
This example illustrates the fields and controls on the Supervisor Desktop - Team Definition page. You
can find definitions for the fields and controls later on this page.
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Team List
Add Team
Click to create a team. Enter the team name and associated
members in the Team Details group box.
After you save a team, it is listed in this team list. Click the
team's active link to view and update its definition in the Team
Details group box.
Team Details
Team Name
Enter the name of the team to create. Each team name must be
unique.
Note: Team definitions are personalizations of Supervisor
Desktop and are not shared among users. Therefore, uniqueness
is only within an agent's personalization of Supervisor Desktop.
Agent's User ID
Select the user ID of an agent who you want to add to this team.
The agent's name appears in the description automatically.
Include Multichannel Queues and
Include Voice Queues
Select to include any multichannel and voice queues that are
associated with this agent in the agent configuration.
If this agent does not have a multichannel configuration, or the
user who defines this team does not have access to the queues
that are specified in the agent's configuration, the corresponding
check box does not appear.
The same is true for voice queues. The check box to include
voice queues does not appear if this agent does not have a voice
configuration.
The system requires that at least one type of queue (
multichannel or voice) must be included for an agent to be
included in a team definition.
Supervisor Desktop - Queue List Page
Use the Supervisor Desktop - Queue List page (RB_SD_QUEUE_LIST) to select queues to be included
in the queue list whenever the queue list is referenced on Supervisor Desktop.
Queue list can be used as a filter in real-time monitoring and for timeout administration.
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Navigation
MultiChannel, Supervisor Desktop
Click the Manage Queue List toolbar button.
Image: Supervisor Desktop - Queue List page
This example illustrates the fields and controls on the Supervisor Desktop - Queue List page. You can find
definitions for the fields and controls later on this page.
The queue list becomes read-only after you save this page.
Queue Type
Select the type of queue. The selected queue type controls the
actual queues that you can choose from the Queue field. Values
are Multichannel and Voice (if the user is configured as an
agent).
Queue
Select a queue of the selected queue type to be included in the
queue list. The cluster ID (if any) to which this queue belongs
appears automatically.
All the listed queues are included when monitoring or
performing timeout administration until you clear the Enabled
check box or delete the entry from the queue list.
Personalizing Supervisor Desktop
This topic discusses how to personalize supervisor desktop.
Page Used to Personalize Supervisor Desktop
336
Page Name
Definition Name
Navigation
Usage
Supervisor Desktop Preferences
RB_SD_USER_PREF
Click the Preferences button
on Supervisor Desktop.
Define default monitor
settings and different service
level alerts for real-time
monitoring.
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Chapter 15
Working with Supervisor Desktop
Supervisor Desktop - Preferences Page
Use the Supervisor Desktop - Preferences page (RB_SD_USER_PREF) to define default monitor settings
and different service level alerts for real-time monitoring.
Navigation
Click the Preferences button on Supervisor Desktop.
Image: Supervisor Desktop - Preferences page
This example illustrates the fields and controls on the Supervisor Desktop - Preferences page. You can
find definitions for the fields and controls later on this page.
Default Monitor Type
Select the value of the monitor type that is used when you open
Supervisor Desktop initially. Choose from Queue Statistics and
Agent Statistics. By default, this field value comes from the
Supervisor Desktop setup data.
Default Monitor Filter By
Select the value of the monitor filter that is used when you open
to Supervisor Desktop initially. Choose from Assigned Queues,
Queue List and Team. By default, this field value comes from
the Supervisor Desktop setup data.
Monitor Alert Color
Select the color that is used to highlight service-level threshold
crossing on Supervisor Desktop. By default, this field value
comes from the Supervisor Desktop setup data.
Agent Statistics Settings
Time in State Exceeds
Select and enter the time length that causes an alert to appear on
Supervisor Desktop if the actual time frame during which agents
remain in the same state is longer than this threshold value.
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Available Queue Time Exceeds
Select and enter the time length that causes an alert to appear on
Supervisor Desktop if the time that a agent remains available is
longer than this threshold value.
Unavailable Queue Time Exceeds
Select and enter the time length that causes an alert to appear on
Supervisor Desktop if the time that a agent remains unavailable
is longer than this threshold value.
Queue Statistics Alerts
338
Number of Agents Logged On Falls
Below
Select and enter the number that causes an alert to appear on
Supervisor Desktop if the actual number of signed in (available
or unavailable) agents is lower than this threshold value.
Number of Agents Available Falls
Below
Select and enter the number that causes an alert to appear on
Supervisor Desktop if the actual number of available agents is
lower than this threshold value.
Number of Tasks Abandoned
Exceeds
Select and enter the number that causes an alert to appear on
Supervisor Desktop if the actual number of abandoned tasks is
higher than this threshold value.
Number of Tasks In Queue Exceeds
Select and enter the number that causes an alert to appear on
Supervisor Desktop if the actual number of tasks in a queue is
higher than this threshold value.
Average Queue Wait Time Exceeds
Select and enter the time length that causes an alert to appear on
Supervisor Desktop if the average wait time of a queue is longer
than this threshold value.
Average Task Duration Exceeds
Select and enter the time length that causes an alert to appear on
Supervisor Desktop if the average time to finish a task is longer
than this threshold value.
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Chapter 16
Working with Unified Agent Desktop
Understanding Multichannel Toolbar Functionality
When an agent (configured for voice, multichannel, or both queues) logs on to PeopleSoft Pure Internet
Architecture and the application dispatcher launches successfully, the Multichannel Toolbar appears in
a pagelet on the Pure Internet Architecture home page. The system then automatically logs the agent
on to the voice queue and multichannel queue that are selected in the agent configuration. When logon
completes, the toolbar notifies the agent of any incoming tasks that are passed from the agent's assigned
queues.
Note: To use the Multichannel Toolbar, users must add the CRM Multichannel Toolbar pagelet to their
home page and they must be configured as voice, multichannel, or blended agents.
The application dispatcher processes all events that happen between the Multichannel Toolbar and the
Computer Telephony Interface (CTI) and universal queue servers.
Use the Multichannel Toolbar to:
•
Receive and process calls, emails, chat requests, and generic tasks.
The Multichannel Toolbar can display a maximum of two incoming task notifications concurrently
waiting to be accepted. For voice tasks, appropriate action buttons appear based on the current state of
the task. For example, if the voice task is currently in transfer, available actions are Hold and Release,
not Accept and Release Hold.
Agents continue to receive incoming tasks until their preset maximum workload limit is reached.
When this limit is reached, the agent status changes to unavailable for that queue.
Note: If agents are configured to automatically accept tasks, no notifications will be sent for those
tasks. The task-specific work page appears automatically.
•
Resynchronize queues.
Sometimes the CRM CTI system may not be synchronized with the CTI switch. While the application
dispatcher monitors the two systems and resynchronizes them when needed, agents can perform this
action manually as well. A resynchronization restores the correct CTI state from the CTI system and
updates it on the Multichannel Toolbar.
•
View queue statistics.
Agents can view statistics of the queues to which they log on. Information such as the number of tasks
in a queue and the average wait time for tasks in the queue are available for review.
Important! Unified Agent Desktop is certified on Internet Explorer (versions 7 and 8) or Firefox (version
3.6.13).
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Related Links
Understanding Unified Agent Desktop
Using Multichannel Toolbar
These topics discuss how to:
•
Connect to voice and multichannel queues.
•
Accept incoming tasks.
•
Review queue statistics.
•
Navigate to different tasks.
•
Process phone calls.
•
Use the phone directory.
•
Process emails.
•
Process chat requests.
•
Switch agent status.
•
Switch to another queue.
•
Disconnect from voice or multichannel queues.
Connecting to Voice and Multichannel Queues
When agents (voice, multichannel, or blended) first log on to PeopleSoft Pure Internet Architecture, they
are automatically logged on to the voice queue and the multichannel queue (if marked with the auto-login
property) that are selected in the agent configuration through Multichannel Toolbar. The queue status of
the connection is shown on the toolbar while the logon process is in progress. If the logon process fails,
for example, the CTI server or multichannel queue server is not in service, error messages appear. Contact
the system administrator and log on to the system at a later time.
If the connection to the corresponding server drop after an agent logs on to the system, the queue status
automatically changes to Not in Service.
Accepting Incoming Tasks
Click task notifications that appear on the Multichannel Toolbar to accept new tasks.
For chat, email, and generic tasks, if the accept mode of any of these window preferences is set to
automatic, notifications do not appear. When any of these tasks is routed to an agent, the acceptance
becomes automatic and the corresponding workspace appears.
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Working with Unified Agent Desktop
These examples show task, call, email, and chat notifications on the Multichannel Toolbar:
Image: Example of a voice call notification on Multichannel Toolbar before acceptance
This example illustrates the an example of a voice call notification on Multichannel Toolbar before
acceptance.
Image: Example display of Multichannel Toolbar after voice call acceptance
This example illustrates an example display of Multichannel Toolbar after voice call acceptance.
Image: Example display of Multichannel Toolbar after email acceptance
This example illustrates an example display of Multichannel Toolbar after email acceptance.
Image: Example display of Multichannel Toolbar after customer chat acceptance
This example illustrates an example display of Multichannel Toolbar after customer chat acceptance.
Note: If the length of the task description exceeds one single line, the remainder is truncated and
displayed in ellipsis. To view the entire description, place the mouse over the task icon.
If an agent works on more than one open task concurrently, task-related action buttons for these tasks
appear on the toolbar in each task window.
After an agent accepts a new incoming task, the application dispatcher passes state-specific details to
allow the toolbar to:
1. Remove the notification from the toolbar and display the current task.
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Chapter 16
2. Render task-related action buttons on the toolbar, depending on the current state of the agent.
3. Register the accepted task in the task list.
The task appears in the task navigation window when the agent clicks the Switch To button on the
toolbar.
4. Make task-specific queue statistics available in the queue status window.
5. Maintain the status or state of queues on to which the agent logs.
Note: If the agent closes the application dispatcher window while working on some tasks, the status
area of the toolbar on each Unified Agent Desktop (UAD) window shows “Activate UAD Toolbar.”
To relaunch the application dispatcher and reregister current tasks with the application dispatcher, the
agent must click the “Activate UAD Toolbar” message in each task window. For voice task windows, it is
recommended that the agent close them before restarting the application dispatcher.
The agent should log on to the PeopleSoft application again if all browser windows (including the initial
home session) are closed.
Reviewing Queue Statistics
Click the queue status (this status must be available) on the Multichannel Toolbar to access queue details
in the Queue Status window.
This example shows the Queue Status window:
Image: Example of the Queue Status window
This example illustrates an example of the Queue Status window. .
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Note: For voice queues only, the Resynchronize Queue option is available in the Queue Status
window. Agents use this option to synchronize the CRM CTI system with the CTI switch manually. A
resynchronization restores the correct CTI state from the CTI system and updates it on the Multichannel
Toolbar.
Navigating to Different Tasks
Click the Switch To button on the Multichannel Toolbar to access the task navigation window.
Image: Task navigation window
This example illustrates the fields and controls on the Task navigation window.
If the agent works on multiple task windows concurrently, use this window to navigate to another open
task or the initial browser session (indicated by the house icon) by clicking the appropriate icon or text
description.
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Chapter 16
Processing Phone Calls
Access the call-related transaction page that appears after you accept a call on the Multichannel Toolbar.
Image: Display of the call-related transaction after accepting a call
This example illustrates the fields and controls on the Display of the call-related transaction after
accepting a call.
When a call arrives, it carries call details to the CRM system. Call details contain a transaction ID that
is used to identify the CRM transaction that appears on the agent's desktop when the call is accepted.
For example, if the customer call is an inquiry to case number 116, its call details contain the transaction
ID for the Case component and case number 116. Upon acceptance, the Case component appears in a
separate browser window with information about case number 116.
Call-Specific Action Buttons
Depending on the current state of the call, different action buttons that pertain to the state appear. For
example, when a call is on hold, only relevant action buttons, such as release, dial (using the other line),
retrieve, and complete, are available on the toolbar. These call-specific action buttons are available for call
processing:
(dial)
Click to dial out using an available phone line. A phone
directory appears for phone number selection.
Phone book entries are defined in the agent configuration.
344
(retrieve)
Click to retrieve the customer call from a hold state and
continue the phone conversation.
(release)
Click to release the customer call after a transfer or the
conversation ends.
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Chapter 16
Working with Unified Agent Desktop
(hold)
Click to place the customer call on hold. Click the Retrieve
button to resume the call.
(transfer)
Click to transfer the customer call to an agent, a queue, or an
external number without talking to the target party.
(conference)
Click to invite a target agent to join the customer call that is in
progress.
When the target agent accepts the conference request and
session bookmark details are attached to the request, the
customer chat window appears on the target agent's desktop and
the task is registered to the task navigation list.
(consultative transfer)
Click to transfer the customer call to an agent, a queue, or an
external number after talking to the target party.
The customer call is placed on hold while waiting for the target
party to respond. The agent can either retrieve the call if the
target party doesn't reply or release the call after transferring the
call to the target party.
(consult)
Click to dial out to an agent, a queue, or an external number
using a second line while talking to a customer on the first line.
The customer call is placed on hold while the agent awaits a
response from the target party. After consultation completes, the
agent releases the line 2 phone call and resumes the customer
call on line 1.
(complete)
Click to end the customer call when it is in a hold state, to
complete a transfer to an internal agent, or to join another voice
agent to a conference.
Categorization
The agent needs to categorize the call after it is released or completed.
Note: In addition to phone calls, categorization also applies when agents finish working on chat sessions
and email messages through the Multichannel Toolbar. The selected category value is displayed in the
interaction that is created for the associated phone call, chat session or email message, as well as on the
Chat Details page (for chat) and the History: Actions Taken page (for email).
This example shows the Category field on the Multichannel Toolbar:
Image: Example of categorizing a call on the Multichannel Toolbar after the call is ended
This example illustrates the fields and controls on the Example of categorizing a call on the Multichannel
Toolbar after the call is ended. You can find definitions for the fields and controls later on this page.
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Category and Categorize
Chapter 16
Select a category for the closed phone call and click the
Categorize button to confirm the categorization. Default options
are:
•
Case Inquiry.
•
Order Capture Inquiry.
•
Support Issues.
Category codes are defined on the Category Codes page.
See Category Codes Page.
Related Links
Unified Agent Desktop Action Button Definition Page
CTI Configuration Page
Using the Phone Directory
The phone directory appears when users perform these call actions: dial, transfer, conference, transfer, and
consultative transfer.
This example shows the Phone Directory page:
Image: Phone Directory page
This example illustrates the fields and controls on the Phone Directory page. You can find definitions for
the fields and controls later on this page.
The Phone Directory grid lists phone number entries that are defined in the agent's phone book.
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Chapter 16
Working with Unified Agent Desktop
Send Current Page
Click to attach the current page to the call segment and transfer
it to the target party.
Recently Dialed
Displays the 10 most recently dialed phone numbers that agents
can use to make calls.
Line 1/2
Select an open phone line to make an outbound call.
Phone Directory
Displays the phone book entries that you set up on the Voice
Configuration page of the Configure Agent component.
Related Links
Configure Agent - Voice Configuration Page
Processing Emails
Access the email workspace to process email after accepting (manually or automatically) an email
notification on the Multichannel Toolbar.
Image: Email workspace
This example illustrates the fields and controls on the Email workspace. You can find definitions for the
fields and controls later on this page.
See Working with Inbound Email.
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Processing Chat Requests
Access the chat workspace to process a chat request after accepting (manually or automatically) a chat
notification on the Multichannel Toolbar.
Image: Customer to Agent Chat window
This example illustrates the fields and controls on the Customer to Agent Chat window. You can find
definitions for the fields and controls later on this page.
Agent Chat
Click to initiate a chat session with any agent on the buddy list,
whether or not the target agent is currently logged on or in an
available state.
Agent buddy list for chat is established in the agent
configuration.
Chat-Specific Action Buttons
(conference chat)
348
Click to access the Conference Chat dialog box to select an
agent with whom to discuss the customer issue.
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Chapter 16
Working with Unified Agent Desktop
(forward chat)
Click to access the Transfer Chat dialog box to select a queue to
transfer this chat session.
Click to close this chat session. The chat window displays a
drop-down list box for categorization purposes. Categorize the
chat session appropriately using the values provided.
See Working with the Customer Chat Window.
Switching Agent Status
Click the queue status to switch agent status in the Queue Status window.
Image: Queue Status window
This example illustrates the fields and controls on the Queue Status window. You can find definitions for
the fields and controls later on this page.
The agent uses this window to switch to another status by clicking the appropriate icon or text description.
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Switching to Another Queue
Access the Switch Queues window by clicking Queues... in the Queue Status window.
Image: Switch Queues window
This example illustrates the fields and controls on the Switch Queues window. You can find definitions
for the fields and controls later on this page.
This window lists all the available queues for the logon user. The queue onto which the agent currently
logs is marked by a green check mark. To switch to another available queue, click the Login button of the
target queue.
Disconnecting from Voice and Multichannel Queues
Click Disconnect Toolbar or Logoff in the Queue Status window to terminate all sessions, close the
application dispatcher, and log off from the server. A message appears for agents to confirm the action.
Note: If the agent wants to reactivate the toolbar and clicks Activate UAD Toolbar on a window, the
system first starts the application dispatcher if it's not up already, and registers only that window session
to the application dispatcher. To reactivate the toolbar in other previously terminated window sessions and
register them with the application dispatcher, click Activate UAD Toolbar in each of them.
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Chapter 17
PeopleSoft Multichannel Communications
Reports
PeopleSoft CRM Multichannel Communications Reports: General
Description
These topics provide an overview of reports that PeopleSoft delivers for ERMS and chat operations.
For each delivered report, specify criteria on the run control pages that determine what information shows
up in a report. In addition, you can decide the time frequency by which data is grouped and presented in a
report. For example, you can run the report by hour, which gives hourly statistics within the specified date
range. Other options are to run reports by day, by week, or by month.
Hourly reports display data on the hour for hours that contain actual data. If data exists in 3 hours within
the specified date range, the report shows only 3 rows of data. These reports are useful when measuring
the peak hours of system usage and the effectiveness of agents, worklists, and so on.
Like hourly reports, daily reports display data for days that contain actual data between the start and end
dates. A day begins at 12 a.m. and ends at 12 p.m. Use daily reports to identify days in a week that have
relatively high task volume and be able to come up with plans to manage workload more effectively.
Weekly reports give statistics in a 7-day period beginning Sundays through Saturdays. If the start date is
a Tuesday (May 10), the end date is a Friday (May 20) of the following week and data exists in Thursday
(May 12) through Monday (May 16), the weekly report displays two rows of data, one for the week of
May 8 and one for the week of May 15. Each week will consist of data for those days that have it.
Monthly reports are useful in determining the operation's busiest and slowest quarters. You see that data is
categorized by month within the specified date range. Months without data are not shown on the report.
Enter values for some or all criteria to create meaningful reports, such as:
•
Data within a time frame specified by Start Date and End Date.
•
The appropriate filter used for the selected report—by User ID, by worklist or queue, by category, or
by mailbox.
This table lists the PeopleSoft CRM Multichannel Communications reports.
For more information about running these reports, refer to:
•
The corresponding topics in the product documentation.
•
PeopleTools: PeopleSoft Process Scheduler
•
PeopleTools: BI Publisher for PeopleSoft
•
PeopleTools: PeopleSoft MultiChannel Framework
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PeopleSoft Multichannel Communications Reports
•
Chapter 17
PeopleTools: SQR Language Reference for PeopleSoft
For samples of these reports, see the Report Samples that are published with this online documentation.
Note: In addition to the left hand navigation, you can execute reports from Supervisor Desktop if so
configured.
Report ID and Report
Name
Description
RBAGTEFD, RBAGTEFH,
RBAGTEFM, and
RBAGTEFW
Provides, during the specified MultiChannel, Reports,
date range, the total number of ERMS Agent Effectiveness,
emails assigned to the selected ERMS Agent Effectiveness
agent and the average time
used to respond to them. The
report shows on each row
the number of emails that are
closed after the due date, how
many of them were responded
using a template, and the
number of emails closed
in each of these statuses:
response (an email was closed
because a reply was sent),
duplicate (an email was closed
because it's a duplicate),
spam, and cancelled. If you
leave the User ID field blank,
the report includes statistics of
all agents in the system.
RB_ERMS_EFFEC_RPT
Provides, during the specified MultiChannel, Reports,
date range, the total number of Agent Chat Volume, Agent
accepted and transferred chat Chat Volume and Efficiency
sessions that were hosted by
the selected agent. The report
shows on each row the queue
on which the chat sessions are
routed, the number of agent
to agent chat, the total and
average time length of the
sessions, and the time that
the longest session took to
complete. If you leave the
User ID field blank, the report
includes statistics of all agents
in the system.
RB_AGT_CHATVOL_RPT
Agent Effectiveness
RBCHTAAD, RBCHTAAH,
RBCHTAAM, and
RBCHTAAW
Agent Chat Volume and
Efficiency
352
Navigation
Run Control Page
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