Siebel Email Marketing Troubleshooting Guide

Technical Note 450: Siebel Email Marketing 7.5.3

Background

Siebel Email Marketing, a new Siebel eBusiness Application, is a comprehensive, permission-based, scalable outbound messaging solution fully integrated across multiple channels. This module consists of the Email Marketing server, its two server components, and employee-facing views. Siebel Email Marketing applications require the purchase of Siebel Marketing base application or Siebel Marketing base option.

Customers should consult their Technical Account Manager or District Manager regarding upgrades. Email Marketing Server is a new module and is not included as part of the upgrade.

This technical note details the installation, configuration, administration and end user tasks associated with the new Siebel Email Marketing Server module. Configuration files referenced are included for download at the end of technical note.

This new module enables organizations to more fully support the following business needs:

1. Email message delivery tracking – Siebel Email Marketing Server supports tracking of the delivery status of email messages. As Campaigns are executed, the delivery status of messages will be tracked and email bounces will be properly addressed. The following are three types of messages that the Siebel Email Marketing Server can detect:

a. Hard Bounces – Result from a permanent delivery failure, caused by conditions (such as an invalid email address) for which there is no possibility of delivering the email to the recipient

b. Soft Bounces – Result from a temporary delivery failure, caused by conditions such as a full mailbox, a mail server temporarily not working, or the recipient setting their email application to not accept email while they are out of the office or on vacation

c. Unparseable – If Siebel Email Marketing receives a bounce that it cannot understand, it sends the bounce to the error handler as an unparseable (unable to parse) bounce. Because of the Siebel Email Marketing Server’s built in best practices, these bounce types are rare.

2. Message Open Tracking – This feature provides a mechanism through which the application can track the open rates for emails. Typically, when users read emails, it is not possible to embed script into the HTML email. Most email client programs (Exchange, Yahoo, AOL, Lotus…) strip any form of scripting out of the HTML emails. Given that HTTP does not distinguish between different types of document requests, the IMG tag is used to request an image on a web server but actually have script preprocess the request before returning the image. Note, there are several limitations to this feature:

a. This is possible only when using HTML emails b. This feature may provide a ‘false’ reading when email recipients have a preview pane (example:

Outlook Preview Pane) and the email is rendered in that pane, but never opened c. If a recipient downloads their email from the server, then disconnects from the network and reads

their email, no response would be created

Last Modified: 13 October 2003Area(s): Siebel Marketing/Siebel eCampaigns Release(s): V7 (Enterprise)Database(s): All Supported DatabasesApp Server OS(s): All Supported PlatformsLatest release tested against: V7 (Enterprise)Keywords: Email Marketing Server, installation, configuration, administration, user tasks

Note: A related document, Technical Note 443: Open & Read Rate Response – Configuration Requirements, does not apply after Siebel version 7.5.3.

3. One-click unsubscribe – Siebel Email Marketing supports one-click unsubscribe. This enables organizations to embed a URL in the email body that when clicked on will unsubscribe the recipient from future mailings. The recipient simply needs to click on the URL in the email (HTML or Text) and they will be presented with a confirmation page, while the contact or prospect “Never Email Flag” will be updated in real-time in the Siebel database.

4. Click through tracking to any Web page – Siebel Email Marketing supports tracking click-throughs to any Web page. Hyperlinks can be embedded in the HTML and text emails. As users click on those links, response records will be created in Siebel in real-time.

Summary

Information on the following topics is provided in this technical note:

Email Delivery Installation Configuration User Guide Administration Configuration Files

Email Delivery

When an email is sent by person A to person B, a process takes place to attempt the delivery of the email. The first step in the process occurs when the user clicks the Send button on their email client. The email client tries to initiate a connection to an email server. This email server is often called a Mail Transfer Agent (MTA) because of its function or an SMTP Server because of the protocol it uses. When the client has a connection to an MTA, the MTA and the client communicate through SMTP (Simple Mail Transfer Protocol). The message is then transferred to the MTA.

If the recipient of the email (person B) has their mail box on this server, then the server drops the email in the box and the job is done. If person B is on another domain, the MTA executes a DNS (Domain Name Service) lookup to find the address of another MTA to communicate with. Another SMTP conversation occurs and the second MTA receives the message and delivers it to person B’s box. When it is in person B’s mailbox, they will be able to retrieve it using another protocol such as POP (Post Office Protocol) and read the message in their email client.

A number of unexpected issues can occur with this process. For example, the domain of the recipient can be unreachable or not exist at all. In this case, an error message, or bounce, is created by the MTA that discovered the problem and the bounce is returned to the sender of the message. Another problem might be that the domain has been found but the user does not exist on that domain.Again, a bounce is created and sent back to the sender of the original message. Both of these are examples are called hard bounces. This means that not only was the email unable to be delivered but that it will never be able to be delivered. Another type of bounce is a soft bounce, which means that although the email could not be delivered at present, it may be possible to deliver the message in the future.

The process described above is in the context of one email being sent. This process changes as users send thousands or even millions of emails. Siebel Email Marketing is designed to address the issues associated with sending large volumes of emails.

System Requirements and Supported Platforms

Information regarding the system requirements and supported platforms can be found in the Siebel System Requirements and Supported Platforms document that is posted on SupportWeb under Product Documentation.

Installation

Siebel Email Marketing 7.5.3 includes the Email Marketing Server and its two server components, the Bounce Handler Daemon (BHD) component and the Click Through Daemon (CTD) component. These two components are installed separately but are typically installed on the same machine.

Note: It is recommended that these two components be installed on a different physical server from the server where the Siebel Enterprise Server components are installed.

Typically, BHD receives mail on port 25 (bounces) and CTD listens on port 80 for HTTP requests (click through, message open, and unsubscription requests). Both of these components interface with Siebel using the Siebel Java Data Bean over the Siebel Internet Session API (SISNAPI). For additional information on the Siebel Java Data Bean, please review eAI Volume III, Transport and Interfaces, Integrating with J2EE Application Server.

The Email Marketing Server can reside outside the firewall, with a port opened for the SISNAPI connection through the firewall. Alternatively, the Email Marketing Server can reside inside the firewall, with ports 80 and 25 opened or proxies or relays put in place. Below is a high level architecture overview of the Siebel Email Marketing Server.

As described earlier, the BHD receives and processes bounced messages. Bounced messages are just another type of email and for a bounced message to get back to the BHD, the message must have a usable address. The BHD address is specified in the Delivery Status Domain parameter, which is detailed in the User Guide > 1. Bounce Handling section of this document.

It is common for an organization to have 'unroutable' IP numbers within their enterprise. For example, IP numbers starting with 10.* or 192.168.* are only usable inside the enterprise. Similarly, organizations often have hostnames, like my-machine.corp.mycompany.com, that are only visible inside the company's network. When using an IP address or host in that way for the Delivery Status Domain parameter, then any mail server outside the network will not be able to connect to the BHD. As a result, the BHD server must, directly or indirectly, be reachable from outside the network. This can be done by allowing external access to the BHD machine (by opening a hole in the firewall or by moving it into the DMZ), or by configuring the mail server to route messages to the BHD.

The recommended approach is to configure a mail server in the DMZ (ideally the enterprise's inbound MTA) to forward bounces to the BHD machine. The best way to do this depends on the configuration of the network, DMZ, firewall and inbound email MTA. A common scenario is provided below:

Scenario: Domain is like mycompany.com where an inbound MTA for mail to that domain (call that machine that manages inbound mail - mail.mycompany.com) already exists and mail.mycompany.com is able to route mail to machines in the internal network (either it is in the DMZ or completely within the firewall, but with a special hole for port 25 traffic). The BHD could be running inside the firewall, with an internal-only hostname like siebel-host.internal.mycompany.com.

In this scenario, choose a host name that is not already used in the external DNS, like 'bounces.mycompany.com' and then set the Delivery Status Domain to use that hostname for the bounced emails. Then add an MX record for that host, with the MX record pointing to the mail.mycompany.com.

Since the MX for bounces.mycompany.com points to mail.mycomany.com, all the bounces will be sent there. Mail.mycompany.com should then be configured to relay all the mail for bounces.mycompany.com to siebel-host.internal.mycomany.com.

Below is a high level architechture overview of the Siebel Email Marketing Server:

1. Pre-Installation Requirements

Prior to installing the Siebel Email Marketing Server complete the following steps:

a. Download and install the correct JRE and JVM. The specifications for the JRE and JVM are included in the Siebel System Requirements and Supported Platforms document found on SupportWeb under Product Documentation

b. Upgrade the Siebel environment to the most recent 7.5.3 Maintenance Release c. Locate the installation CD. Siebel Email Marketing Server is located on a separate CD.

2. Click Through Daemon (CTD) component installation

a. Solaris Installation

i. Log in as root. The root user has the rights to install and remove applications. ii. Run the installer:

Command: ./ctd-install.bin iii. The message “Launching installer...” will appear and a POP window will be opened; click the

“Next” and “Install” buttons to finish each step on this window. When the “Done” button is clicked, the POP window should be automatically closed.

iv. Start tomcat: ./tomcat-ctl.sh start; tail -f logs/catalina.out

v. The following message indicates that CTD is running: INFO: Jk running ID=0 time=4/219 config=/var/qa/siebel_ctd_26064/conf/jk2.properties

vi. Type http://host.domain:80, where host and domain are the hostname and domain of the system (:80 represents the port number), in an Internet browser to make sure the Tomcat is running

Note: X-server must be running for the installation or the install process will fail.

b. Windows Installation

i. Launch ctd-install.exe

ii. A POP window will be opened; click the “Next” and “Install” buttons to finish each step on this window. When the “Done” button is clicked, the POP window should close automatically.

iii. Start CTD Start > Settings > Control Panel. Double-click “Administrator Tools” > Services (For Win2K). Double-click “Services”. Start the CTD service.

iv. Logout, then Login again and verify the CTD service is still running v. Type http://host.domain:80, where host and domain are the hostname and domain of the

system (:80 represents the port number), in an Internet browser to make sure the Tomcat is running

3. Bounce Handler Daemon (BHD) component installation

a. Solaris Installation

i. Run the installer in /bhd Command: ./bhd-install.bin

ii. The message “Launching installer...” will appear and a POP window will be opened; click the “Next” and “Install” button to finish each step on this window. When the “Done” button is clicked, the POP window should close automatically.

iii. Review the /bhd/README for setup requirements iv. Start BHD

./bin/bhd-ctl.sh start &; tail -f bhd.log

Note: X-server must be running for the installation or the install process will fail.

b. Windows Installation

i. Launch bhd-install.exe ii. A POP window will be opened; click “Next” and “Install” button to finish each steps on this

window. When click “Done” button, the POP window should be closed automatically. iii. Start BHD

Start > Settings > Control Panel Double-click “Administrator Tools” > Services (For Win2K) Double-click “Services” Start the BHD service

iv. Logout, then Login again and verify the BHD service is still running

Configuration

1. Email Marketing Server configuration

a. BHD

The following configuration steps must be completed for the BHD component.

i. Modify the siebel.properties file located in \InstallFolder\bhd\lib. This file provides the default parameters for the Email Marketing Server to connect using the Java Data Bean. Below is a copy of the contents of that file and the modifications that should be made (with notes in [ ] for changes to be made).

# $Id: //depot/eng/bhd/753-integrated-release/etc/siebel.properties#1 $ siebel.connection.string=siebel://test.siebel.com:2320/siebel/EAIObjMgr_ENU/test [This is the connection string for Siebel. 2320 is the standard port.] siebel.user.name=SADMIN [Specify the User Name to be used when logging into the Object Manager.]

siebel.user.password=SADMIN [Specify the Password to be used when logging into the Object Manager.] siebel.user.language=enu [Specify the preferred language.] siebel.user.encrypted=false [Specifies whether the username and password is encrypted.] siebel.conmgr.txtimeout=120000 [Specifies the transaction timeout in seconds on the server side – no need to change.] siebel.conmgr.poolsize=5 [Specifies the connections pool size. Connection pools maintain a set of connections to a specific server process – no need to change.] siebel.conmgr.sesstimeout=300000 [Indicates transaction timeout in seconds on the client side – no need to change.] siebel.conmgr.retry=5 siebel.conmgr.jce=1 [Indicates use of Java Cryptography Extension (1 for usage, 0 for nonusage) – no need to change.]

ii. Review the bhd.properties file located in \InstallFolder\bhd\. This file contains the parameter for the SMTP port on which the BHD will listen. Typically this is Port 25. The file also contains parameters for the logging, and queuing. Detailed instructions are included in the file. It is not recommended to modify the default settings.

iii. Copy JAR files from Siebel install – to enable the Java Data Bean interface, the Email Marketing Server must have some Siebel generated JAR files placed in the appropriate directory.

iv. Locate the \installdirectory\siebsrvr\CLASSES folder and copy the following JAR files: SiebelJI.jar SiebelJI_Common.jar SiebelJI_enu.jar [This is a language specific JAR file.It enables communication with the server running in a specific locale. If the Siebel Server is running in a different locale than the Email Marketing Server and the appropriate JAR file was not copied, the connection will fail.]

v. Copy the JAR files to \installfolder\bhd\lib

b. CTD

The following configuration steps must be completed for the CTD component:

i. Modify the siebel.properties file located in the \InstallFolder\ctd\webapps\ctd\WEB-INF\classes directory. This file provides the default parameters for the Email Marketing Server to connect using the Java Data Bean, as well as the queuing and other parameters.

Siebel Connection Info - see the section on modifying the properties file for BHD, since this file is formatted exactly like the BHD siebel.properties file. Queue Configuration – this section should not be modified. Clickthroughs – this section contains the parameters for the Response records creating to track click through responses. The description field (below) can be modified, or translated. The other parameters should not be modified. ctd.ct.description=Click through Response Unsubscriptions – this section contains the parameters for the Response records created during the unsubscribe process. The description field for this field can be modified, or translated (below). The other parameters should not be modified. ctd.unsub.description=Unsubscription request

ii. Copy JAR files from Siebel install – to enable the Java Data Bean interface, the Email Marketing Server must have some Siebel generated JAR files placed in the appropriate directory. This must be completed for the CTD and BHD components, since they can be installed on separate servers.

Locate the \installdirectory\siebsrvr\CLASSES folder and copy the following JAR files:

(a) SiebelJI.jar (b) SiebelJI_Common.jar (c) SiebelJI_enu.jar [This is a language specific JAR file. It enables communication with the server running in a specific locale. If the Siebel Server is running in a different locale than the Email Marketing Server and the appropriate JAR file was not copied, the connection will fail.]

Copy the files to \Installfolder\ctd\webapps\ctd\WEB-INF\libfolder

2. Siebel Repository and Database Configuration

a. Overview

The configuration requirements include data model changes, user interface changes, and integration object changes. These changes are packaged as a series of SIF, DAT, and INP files that require import. After importing these files, compile a new SRF. The Siebel Tools Reference Guide (Chapter 17 – Repositories) should be reviewed prior to beginning this work.

b. Importing the SIF File

To import a SIF file use Siebel Tools. Note: Before importing the SIF file, the Siebel Server should be shut down.

i. Stop the Siebel Server. ii. Open Siebel Tools and Navigate to Menus > Tools > Checkout. iii. Select All Projects and click Get. iv. Lock the following projects:

Table Marketing Table Communication EIM Contact EIM Marketing Campaign SME Integration Response eMarketing - Campaign Views Campaign (DBM) Campaign EAI Business Services

v. Use the Import Wizard to import the SIF file. Navigate to Tools > Import from Archive In the file system locate and open the appropriate SIF file In Conflict Resolution, select the Merge option and click Next The next screen that appears shows all the changes that will happen Click Yes

vi. Compile the modified project. Go to Tools > Compile Projects In the Object Compiler, select the locked projects Under the Siebel Repository File, select the SRF file location Click Compile

c. Configuration Instructions

i. Data Model: The data model changes are incorporated into one SIF file. Import the appropriate SIF file from the following list to apply changes for each table:

FINAL 7_5_3_objects_HOR.sif for Horizontal FINAL 753_SIA_objects.sif for SIA

ii. The following data model changes have been made in the SIF file:

S_CAMP_CON (Tools Project - Table Marketing) – these changes allow tracking of

the message delivery status for emails (a) Three new columns have been added:

(i) MSG_BNCD_REASON_CD – this column stores the reason code for an email message that bounces (example: invalid email address, out of office) (ii) MSG_BNCD_STAT_–CD - this column stores the bounce status (example: hard or soft) (iii) MSG_OPEN_TS – this column stores the time stamp for when a message was opened

(b) Two new M indexes have been added for the two LOV columns: S_CAMP_CON_M3 on MSG_BNCD_REASON_CD and S_CAMP_CON_M4 on MSG_BNCD_STAT_CD)

EIM_PRSP_CON (Tools Project - EIM Contact) – corresponding changes to support EIM import of data into the new columns added to S_CAMP_CON.

EIM_CAMP_CON (Tools Project - EIM Contact) – corresponding changes to support EIM import of data into the new columns added to S_CAMP_CON.

EIM_CONTACT2 (Tools Project - EIM Marketing Campaign) – corresponding changes to support EIM import of data into the new columns added to S_CAMP_CON.

S_COMM_DTL (Tools Project - Table Communication) – these changes provide the ability to store the hyperlink name on which the email recipient clicks

(a) Two new columns added to S_COMM_DTL (i) HYPERLINK_NAME – this column stores the exact hyperlink. In a future release this column will store a short name for the hyperlink (ii) RESPONSE_URL – this column also stores the exact hyperlink

(b) These two new columns have not been added to the corresponding EIM tables. To use EIM, add these columns to the corresponding EIM tables.

iii. Business Object Changes: Two new Business Objects have been created to support Siebel Email Marketing. Import the BusObjChanges.sif file to make the following changes.

iv. Business Components Changes: Four existing Business Components have been modified

to support the Siebel Email Marketing. Import the BusCompChanges.sif file to make the following changes.

Name New/Modified Business Components Comments

Marketing Campaign Recipient

NEW Marketing Camp Con To create the Integration object for Message Open and Bounce Back tracking

Response EAI Int

NEW Response To create Integration object for Click through and Unsubscribe tracking

Name New/Modified Changes Made Comments

Marketing Camp Con

Modified Added 4 new fields:

Bounce Type (MSG_BNCD_STAT_CD Message Status (STAT_CD) Opened Time (MSG_OPEN_TS)

v. Integration Component Changes: Two new Integration Objects have been created to support the Siebel Email Marketing. The changes made to the Business Object and Business Components are propagated to these new components.Import the IntObjectsChanges.sif file to make the following changes.

Reason Code (MSG_BNCD_REASON_CD)

Campaign Occurrence Contacts


Bounce Type (MSG_BNCD_STAT_CD Opened Time (MSG_OPEN_TS) Reason Code (MSG_BNCD_REASON_CD)

Campaign List Contact



Campaign Recipient



Response Modified Added 2 new fields:

Destination name (HYPERLINK_NAME) Destination URL (RESPONSE_URL)

Both fields have Joins to S_COMM_DTL

Name New/Modified Changes Made Comments


NEW Business Object Name:


Fields to activate:

Bounce Type Id Message Status Reason Code Opened Time

Integration Object user property:

Name Value

---------------------

AdminMode Y

AllLangIndependentVals Y

vi. EAI Changes: To support the Email Marketing Server integration, a modification must be

made to the EAI Siebel Adapter. A business service method argument will be added to the EAI Siebel Adapter, to support the insert and update actions required for the Email Marketing Server. The modification is included in the BusSvcChanges.sif file.Import this file to make this change.

vii. Response Type Changes: To support the ability to track Message Opens, create a new Response Type called Read Receipt.The Communication Response View is read-only out of the box, and the CommResponseApplet.sif file makes the necessary changes to enable creating and editing records on this view. After importing and compiling this SIF file, perform the following steps to create the new Response Type:

Navigate to the Marketing Administration Screen and select Response Types from the Show Menu Create a new Response Type with the following details (sample screen shot below)

(a) Description - http://CTDAddress:<PORT>/tmo?RID=[GetRowId] (i) The first part of the description http://CTDAddress: should be replaced with the specific address of the Email Marketing Server. (ii) /tmo?RID=[GetRowID] is required to support identifying the message open request with the correct Campaign, Offer and Contact or Prospect. This allows the Email Marketing Server to update Message Open field on S_CAMP_CON. (iii) The port number the CTD server is running on. If port 8090, URL should be http://CTDAddress:8090/tmo/… If the port is 80 (standard HTTP port), the port number can be omitted.

(b) Type – select Read Receipt from the LOV (c) View Name – no need to enter data (d) Applet Name – no need to enter data

User Key:

Id

Response EAI Int

NEW Business Object Name:

Response EAI Int

Active Fields:

Summary CAMP_MEDIA_ID PRSP_CON_ID PR_CON_ID Description Response Type S_CAMP_CON_ID SRC_ID Destination Name Destination URL

Integration Object user property:

Name Value

--------------------- AdminMode

Y AllLangIndependentVals

Y

For additional information on how to embed this new Response Type in the Email Offer, see the User Guide section of this document.

Note: The new Response type will not appear in existing Email offers under Personalization Elements. When offers are created the elements are copied and new ones are only available for new offers.

viii. User Interface Changes: To display the new Message Status data, and Response data in the UI it is necessary to import two SIF files (UIChanges.sif and ResponseListApplet.sif). If Siebel Email Marketing is being configured for a non-ENU language, do not compile the SRF after importing this SIF. Review the Localization Configuration section below for details on the additional steps required.

The following Applets are modified with the UIChanges.sif file:

(a) Campaign Contact/Prospect Applet – the following three new List columns have been added to display:

(b) Campaign Contact/Prospect Applet-Admin – three new list columns with the same details as above (c) Campaign Contact/Prospect Form Applet – three new controls with the same details as above (d) Campaign Occurrence Contact/Prospect List Applet – three new list columns with the same details as above

Field Name Display Name Bounce Type Bounce Type Email Bounce Type Reason Code Reason Code Email Bounce Reason

Code Opened Time Opened Time Message Open Time

Screen Shot of Message Delivery Status Fields The following Applets are modified with the ResponseListApplet.sif file:

(a) Response List Applet – two new list columns are added to display the Destination Name and Destination URL for the click through address.

Field Name Display Name Destination Name Destination Name Destination Name Destination URL Destination URL Destination URL

Screen Shot for Destination Name fields

ix. List of Values: To support tracking the email delivery status, two new Pick Lists must be

created, two new List of Values (LOVs) must be created, and one other LOV must be extended. These LOV modifications should be made using the .dat and .inp files provided to ensure an upgrade path to future releases.

x. Pick Lists: When importing PicklistChanges.sif, the picklists are created. The SIF file contains the following new Pick Lists:

Bounce Reason Code Picklist : Associated to "Reason Code" field Bounce Type Picklist : Associated to "Bounce Type" field

xi. LOV Import: To populate the translated records for the new List of Values, import them into the database using the Data Import tool

Locate the .dat and .inp file to use for the language required Open a command line and change directory to the <Siebel Tools Root>\Bin directory Run the command below substituting appropriate values for those in brackets:

dataimp /u <username> /p <password> /c <odbc name> /f <DAT file name> /i <INP file name> /d <Table Owner for Database>

For example: E:\sea753\tools\BIN>dataimp /u sadmin /p db2 /C db2g2003 /f “E:\7.7\Boldfish\DAT Files\lov_DEU.dat” /i lov.inp /d Siebel

Expected output:

Connecting to the database... Connected. Importing Tables Importing table 0: S_LST_OF_VAL ... imported 20 rows 17.672s

TOTAL TABLES: 1 TOTAL ROWS : 20 ELAPSED TIME: 17.750s Disconnecting from the database.

Although dataimp does support specifying a path to the dat and inp files, for best results, the files should be copied to the <Siebel Tools Root>\Bin directory and imported from there.

The files will create and modify the following LOVs:

BOUNCE_TYPE (associated with column MSG_BNCD_STAT_CD) : (a) Hard (b) Soft (c) Unparseable

BOUNCE_REASON_CODE (associated with column MSG_BNCD_REASON_CD): (a) Bad Address (b) Address Moved (c) Bad Sender (d) Mailbox Problem (e) System Problem (f) Network Problem (g) Protocol Problem (h) Security Problem (i) Message Too Large (j) Vacation (k) Last Resort (l) Unparseable

COMM_RESPONSE_TYPE – the following value will be added: (a) Clicked On URL

The new LOVs are associated with the corresponding column in S_CAMP_CON.

3. SIA Configuration

SIA applications require additional configuration to address a difference in the List of Values from the Horizontal Application.The following changes should be made through Application Administration – List of Values:

a. Search for Type=TODO_TYPE and Display Value = Email or Fax b. Notice there are two entries for Email and two entries for Fax. Make the change on the entries

without [Parent LIC] specified. c. Change the order of Email from 16 to 802, the order of Fax from 19 to 803

4. Localization Configuration

The LOV configuration process detailed above (#8) details the .inp and .dat file import. The correct .dat file should be imported based on the language requirements.The correct .dat file contains the translated list of values.

For the user interface labels, after the SIF files are imported the Locale Management Utility should be used to import the LMU imports. Review the Siebel Tools Reference Guide, specifically the Using the Locale Management Utility section in Chapter 10. After Importing the UI related sif files (#7 above) and before compiling the SRF perform the following steps (LMU Import):

Table Name Column Name LOV Type S_CAMP_CON MSG_BNCD_REASON_CD BOUNCE_REASON_CODE

(Bounded) MSG_BNCD_STAT_CD BOUNCE_TYPE (Bounded)

a. In Siebel Tools, navigate to the Tools > Utilities menu and select “Locale Management”

b. Select as Source Language “English (USA)” and select as Target Language the language to include Boldfish UI

c. Click the Import tab and browse to the LMU file to import

d. Check the “Mark changed rec…” box and click Import to begin the process e. Once the import has completed the Locale Management Utility (LMU) will stop working f. Click Cancel to close the Utility

g. Navigate to the View Menu and select Options h. Click on the Languages Tab and select the corresponding language

i. If a project is locked, click Yes to the first warning message. Click OK to the “You may need to get

new strings” message. j. Now proceed to compiling the SRF, and the UI changes will appear in the Application

User Guide

1. Bounce Handling

Siebel Marketing executes outbound email campaigns through the Communications Manager, which in turn communicates with an email server.During the sending process, email messages can bounce for a variety of reasons. The Siebel Email Marketing Server is capable of processing those bounces and tracking the delivery status of each message.

To support processing bounces, create a new Driver Parameter for the Internet SMPT/POP3 Adapter. The new Driver Parameter should have the following information:

Name – Delivery Status Domain Required – Not checked Default Value – the IP address for the machine where the BHD was installed.

This parameter can then be set for each Delivery Profile or managed at the Driver level. For additional information regarding Communications Drivers please review the Communications Administration Guide in BookShelf. Below is a screen shot of a sample Delivery Profile created with the new parameter included in it.

After this parameter is set and the profile is associated with the campaign, all outbound messages for that campaign will direct bounces to the BHD. Bounces will then be processed and email message delivery will be updated in Siebel Marketing. The message status is then displayed on the various Campaign Contact/Prospect views.

2. Click through Tracking

Siebel Email Marketing enables organizations to track click throughs to any Web page. During the sending process, Siebel Email Marketing constructs a URL for a traceable link that includes the necessary information to track that action. When the email recipient clicks on that link they are redirected through the click through server to the ultimate Web page. During that redirect process, the necessary information is captured to record that action in Siebel Marketing (as a Response record, with the hyperlink information captured).

To enable this click through capture, perform the following steps:

a. Create an email offer (see Chapter 10 of the Siebel Marketing Guide for more information on creating and using offers).

b. Associate an offer template with the email offer. c. Click on the Related URLs tab. d. Click on the New button. e. Enter a Name for the Related URL (example: Siebel Systems). f. Enter a URL as shown in the following example (see screen shot below):

http://Ctdserveraddress:8080/ctd/lu?CON=[GetContactId]&PRO=[GetProsectId]&CID=[GetCampaignId]&COID=[GetPromotionId]&T=http://www.siebel.com

http://Ctdserveraddress:8080/ctd/lu? – this part of the URL contains the IP address where CTD was installed and the port which was opened. This address and port should be replaced with the actual values from those used in the current environment. CON=[GetContactId] – this parameter embeds the Contact Id in the URL when the outbound message is sent. PRO=[GetProspect] – this parameter embeds the Prospect Id in the URL when the outbound message is sent CID=[GetCampaignId] – this parameter embeds the Campaign ID in the URL when the outbound message is sent COID=[GetPromotionId] – this parameters embeds the Promotion ID in the URL when the outbound message is sent T=http://www.siebel.com – this is the target URL for the recipient. Replace this URL with the actual target URL for the specific email offer.

g. Click on the Edit Email tab, and select Related URLs from the Personalization Categories. h. Click on the Edit Template button. i. Enter the appropriate Related URL syntax into the body of the Template Contents section (example:

[Related URL: Click Here to Unsubscribe]. When Siebel Marketing sends the outbound email, it will construct a traceable hyperlink labeled Siebel Systems. (See Using Hyperlinks (HREFS) in an Offer Template in Chapter 10 of the Siebel Marketing Guide for more details on how to modify the appearance of the hyperlink.)

Screen Shot of Related URLs for an Email Offer

It is possible to also include Account ID in the traceable click-through hyperlink, which will allow association of the Response with the Contact's Account. This will require extending the available Personalization Merge fields to include Account ID, and then embedding Account ID in the URL. Please log a service request to Technical Support for additional information on this configuration option.

Users can configure Related URLs to enter a default value in the URL field for all new records. This will lessen the amount of data entry required for this feature, and improve the ease of use. To complete this additional configuration an administrator should complete the following steps:

j. Open Siebel Tools k. Lock the eMarketing project l. Locate the Email Offer Related URLs BC

m. Select Field from the Object Explorer on the left side n. Select the Field called Name and locate the Predefault Value column for that record. o. In the Predefault column enter the desired value, for example:

http://CTDserveraddress:8080/ctd/lu?CON=[GetContactId]&PRO=[GetProspectId]&CID=[GetCampaignId] &COID=[GetPromotionId]&T=ENTERURLHERE

p. Repeat this process for Enewsletter Offer Related URLs BC q. Compile the SRF

3. One-Click Unsubscribe

Siebel Email Marketing enables organizations to embed a hyperlink within emails to support one-click unsubscribe. When the email recipient clicks on that link, CTD will capture that action and create a Response record in Siebel. The Response record will reflect the unsubscription request and will automatically turn on the Contact or Prospect record's Do Not Email flag. The user will also be presented with a confirmation page that can be configured to meet specific requirements (see Administration - Unsubscription Page section below).

One-click unsubscribe also uses the Related URLs functionality. To enable this one-click unsubscribe, the following steps should be taken:

a. Create an email offer (see Chapter 10 of the Siebel Marketing Guide for more information on creating and using offers).

b. Associate an offer template with the email offer. c. Click on the Related URLs tab.

d. Click on the New button. e. Enter a Name for the Related URL (example: Click Here to Unsubscribe). f. Enter a URL as shown in the following example (see screen shot below):

http://Ctdserveraddress:8080/ctd/unsub?CON=[GetContactId]&PRO=[GetProsectId]&CID=[GetCampaignId]&COID=[GetPromotionId]

http://Ctdserveraddress:8080/ctd/unsub? - This part of the URL contains the IP address where CTD was installed and the port which was opened. This address and port should be replaced with the actual values from the current environment. Note the "unsub" as opposed to the "lu" which is used for click through tracking. CON=[GetContactId] - this parameter embeds the Contact Id in the URL when the outbound message is sent PRO=[GetProspect] - this parameter embeds the Prospect Id in the URL when the outbound message is sent CID=[GetCampaignId] - this parameter embeds the Campaign ID in the URL when the outbound message is sent COID=[GetPromotionId] - this parameters embeds the Promotion ID in the URL when the outbound message is sent

g. Click on the Edit Email tab, and select Related URLs from the Personalization Categories. h. Click on the Edit Template button. i. Enter the appropriate Related URL syntax into the body of the Template Contents section (example:

[Related URL: Click Here to Unsubscribe]. When Siebel Marketing sends the outbound email, it will construct a traceable hyperlink labeled Siebel Systems. (See Using Hyperlinks (HREFS) in an Offer Template in Chapter 10 of the Siebel Marketing Guide for more details on how to modify the appearance of the hyperlink.)

4. Message Open Tracking

Siebel Email Marketing enables organizations to track when HTML messages are opened. When the email recipient opens the email, CTD will capture that interaction and update the Message Open Time for the Campaign Contact or Prospect (see following screen shot).

To enable message open tracking, perform the following steps:

a. Create an Email Offer (see Chapter 10 of the Siebel Marketing Guide for more information on creating and using offers).

b. Associate an offer template with the email offer. c. Click on the Edit Email tab, and select Response Forms from the Personalization Categories. d. Click on the Edit Template button.

e. Enter the tag [Response: Read Receipt] into the body of the Template Contents section (see screen shot below). It is recommended that the tag be placed near the end of the message body or in the raw HTML. The tag will be replaced with an image request that will be processed when the message is opened.

Administration

1. Troubleshooting

a. What does this log error message mean?

2003-06-25 12:51 :57,774 [QueueReader-5-clickQ] ERROR QueueReader Connection failure processing file dataq.0000000022 com.boldfish.db.DataProcessor$ConnectionFailureException: <Exception><Major No.>256</Major No.><Minor No.>8195</Minor No.><Message>Unable to connect to host "mpu1" at port "2320".</Message><DetailedMessage>Unknown<DetailedMessage></Exception> at com.boldfish.ctd.backend.ClickthroughProcessor.process(ClickthroughProcessor.java:50) at com.boldfish.db.QueueReader.run(QueueReader.java:129) at java.lang.Thread.run(Thread.java:536)

The error message above describes when the host ‘mpu1’ (for this example) is either down or cannot be contacted. A quick way to test this is to run telnet mpu1 2320 and see if a connection is possible. If connect via telnet is possible but not connect via ctd/bhd then there is a configuration issue in the siebel.properties file. Also when a connectionFailureException appears in the ctd.log file, also refer to the failure.log file to see which record failed in the transaction.

b. Queuing: For the queuing mechanism there is a default value of 1 queueReader for BHD and 15 queueReaders for CTD. This is the number of concurrent connections that the CTD/BHD servers can connect to the Siebel Server for multi-threaded transactions. However the Siebel Server by default is set to a max 20 tasks (configurable at the Object Manager level, through the Server Admin views).Therefore if the CTD queueReader is set to more than the Siebel Server max tasks, connection pool wait states and other unexpected behavior may be experienced.

c. Modifying the look and feel of the unsubscribe confirmation page. The confirmation page can be found in the ctdinstallfolder/webapps/ctd/. The file is called unsubscribe.html. This html page can be modified for specific requirements.

Configuration Files

Click on the link below to download configuration files referenced in the above instructions.

technote450_SIF_and_LOV_Files.zip

[DOWNLOAD]

Documents

Siebel Email Marketing Troubleshooting Guide