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How to create a Dynamic Routing Rule for Languages in Email Center processing (Doc ID 1917244.1)

Last updated on AUGUST 24, 2018

Applies to:

Oracle Email Center - Version 12.1.3 and later
Information in this document applies to any platform.

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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In this Document
Goal
Solution
 Create Stored Procedure to determine Language
 French Language Rule
 German Language Rule
 Create Resource Groups for each Language
 Assign Rules to Account
 Testing


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