Generic Questions on Email Center Product in Release 11i (Doc ID 351462.1)

Last updated on OCTOBER 17, 2013

Applies to:

Oracle Email Center - Version 11.5.10.2 to 11.5.10.3 [Release 11.5]
Information in this document applies to any platform.

Goal

*** Checked for Relevance on 18-Oct-2013 ***

QUESTION
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1. If an agent sends an email under a SR and the customer responds back, can the system be configured (out-of-the-box) to post  the customers response directly into the SR without interaction by user?  Alternatively is there a history link that is easily accessed and stored on the SR to allow access to the email sent / responded to the customer?

QUESTION
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2. Our business currently uses MS Outlook.  Is there any integration points available between the Email Center and Outlook?  If so what are they?  How have other businesses used the Email Center in concert with Outlook?

QUESTION
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3.  How would a notification occur to the Email Teleservice Agent when a customer responded?  What would be the possible configurations?

QUESTION
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4.  Does the email sent to the customer automatically get "Registered" as on the Interactions Tab of Teleservice?

5. QUESTION
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How often does Outbox Processor run in Email Center ?

6. QUESTION
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Is there a run time setting for the Outbox Processor that can be customized according to the user's requirements ?



Solution

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