How To Create A Dynamic Routing Rule For Languages In Email Center Processing (Doc ID 1917244.1)

Last updated on APRIL 01, 2022

Applies to:

Goal

This note will assist organizations where the organization receive emails in a number of different languages. Ideally the organization would like to route the emails to resource groups set-up with the given language skills to read the email.
 

In the past this could achieved by using the header details in the email, one of the codes in the header was X-Accept-Language. Hence an Email could start something like:

Email Mail Center would pull the X-Accept-Language value and write to iem_ms_base_headers.language. This approach is dependent on the Email Client sending the email setting the X-Accept-Language flag for the email. As its not a mandatory flag and is no longer used, only a few machines will be setting the value.

Solution

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