Thursday May 22, 2014

Email Center Training Available

Email Center forms part of Oracle's Interaction Center family of products.  It is a complete solution for managing email interactions with customers, partners, suppliers, employees, and other entities that interact with an organization.  It classifies incoming e-mails and routes them to qualified agents and automatically suggests one or more responses. 

Based on their experience of resolving customer queries on Email Center, EBS Support have now produced a series of training videos to help Email Center users and implementers understand how the application works, how to set it up and how to use it.  The training is structured into three different levels: Level 1/Foundation, Level 2/Intermediate, Level 3/Advanced. 

The Foundation level training is now released in Doc ID 1581119.1: Email Center (Level 1 / Foundation) Training [Video].  This foundation/Level 1 training note will give the reader a basic understanding of Oracle Email Center's functionality and components and will take around one hour to complete, including the attached videos which will show Email Center in action. The Intermediate/Level 2 and Advanced/Level 3 training will build on the knowledge gained in this training, taking the Email Center implementation possibilities to a higher level, with details on auto-processing and auto-acknowledgements, intent analysis, tagging, auto-creating Service Requests and lots more.

Thursday Oct 31, 2013

E-Mail Center: How to Debug Auto-Processing Issues


Do you use E-mail Center Auto-Processing functionality?  Auto-processing rules can be defined which will process an email and initiate actions such as sending an auto-reply, auto-acknowledgement or service request update or creation. 

If you're using auto-processing in your environment, then you will have noticed that, when things go wrong, often the only indication that there is an issue is if the email goes to the Supervisor Queue for manual processing instead of being sent.  Oracle Development has developed a script to help you debug when an email is meant to be auto-processed but is failing. There are scripts for R12.0.6 through to R12.1.3.

See Doc ID 1427925.1 for details of the script and how to use it.

Friday Nov 02, 2012

ADVISOR WEBCAST: R12: How to debug Email Center Auto Service Request Creation Failures

November 6, 2012 at 11 am ET, 9 am MT, 8 am PT, 4 pm London

The primary function of this WebCast is to explain how to debug problems when auto-creating a Service Request from an Inbound Email into Email Center. We see a significant number of issues raised with Support in this area, as the only indication the auto-creation has failed, is the Email routing to the Supervisor Queue for manual processing.

Topics will include:

  • Understand Email Center and Auto SR creation process.
  •  Run the debug procedures.
  • Understand the output and check the reasons for SR Creation failure.
  • See the fixes for the most common issues faced.
  • See the results for successful SR creation.

REGISTER.jpgGo to Doc ID 1493122.1 to register.

Current Schedule and Archived Downloads can be found on Doc ID 740966.1.


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