E-Messaging Users Guide

Pitney Bowes Business Insight
Customer
Communications
Management
e-Messaging Solution
User Guide
Version 1.2 Issue 2

Copyright ©2009 Pitney Bowes Software Europe Limited. All rights reserved.
This publication and the software described in it is supplied under license and may only be used or copied in
accordance with the terms of such license. The information in this publication is provided for information only,
is subject to change without notice, and should not be construed as a commitment by Pitney Bowes Software
Europe Limited ("PBSE"). To the fullest extent permitted by applicable laws PBSE excludes all warranties,
representations and undertakings (express or implied) in relation to this publication and assumes no liability or
responsibility for any errors or inaccuracies that may appear in this publication and shall not be liable for loss or
damage of any kind arising from its use.
Except as permitted by such license, reproduction of any part of this publication by mechanical, electronic,
recording means or otherwise, including fax transmission, without the express permission of PBSE is prohibited
to the fullest extent permitted by applicable laws.
Nothing in this notice shall limit or exclude PBSE liability in respect of fraud or for death or personal injury
arising from its negligence. Statutory rights of the user, if any, are unaffected.
This software contains open source code listed below and governed by the following licenses:
• COMMON DEVELOPMENT AND DISTRIBUTION LICENSE (CDDL). License can be downloaded from:
http://www.sun.com/cddl/cddl.html
• Software licensed under the Apache License, Version 2.0 (the “license”); you may not use this file except in compliance with the
License. You may obtain a copy of the License at http://ww.apache.org/licenses/LICENSE-2.0. Unless required by applicable law
or agreed to in writing, software distributed under the License is distributed on an “AS IS” BASIS, WITHOUT WARRANTIES OR
CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions and
limitations under the License.
• Licensed under GNU Lesser General Public License, Version 2.1, February 1999. License can be downloaded from:
http://www.gnu.org/licenses/lgpl-2.1.html
Copyright © 1991, 1999 Free Software Foundation, Inc. 59 Temple Place, Suite 300, Boston, MA 02111-1307 USA
Open source libraries included in this product are listed below:

• Java code, including the JavaMail API, from Sun Microsystems.
• COMMON DEVELOPMENT AND DISTRIBUTION LICENSE (CDDL).
• Source code is available from: http://java.sun.com/products/javamail/downloads/index.html
• Software developed by the OpenSSL Prjoect for use in the OpenSSL Toolkit (http://www.openssl.org/).
• Apache License, Version 2.
• Copyright © 1998 – 2007 The OpenSSL Project. All rights reserved.
• This software contains code from the Acegi Security Project. (http://www.acegisecurity.org/)
• Apache License, Version 2.0
• Source code is available from: http://www.acegisecurity.org/
• Code from the AppFuse.5 Project. (http://appfuse.org/)
• Source code is available from: http://appfuse.org/
• Code from the Apache Lucene Project. (http://lucene.apache.org/)
• Source code is available from: http://lucene.apache.org/
• Code from the JODConverter Project. (http://www.artofsolving.com/opensource/jodconverter)
• Licensed under GNU Lesser General Public License, Version 2.1, February 1999.
• Source code is available from: http://www.artofsolving.com/opensource/jodconverter
• Code from the iText Project (http://www.lowagie.com/iText/)
• Source code is available from: http://www.lowagie.com/iText/
• Code from the JFreeChart Project (http://www.jfree.org/)
• Source code is available from: http://www.jfree.org/
• Code from the JasperReports Project (http://jasperforge.org/sf/projects/jasperreports)
• Source code is available from: http://jasperforge.org/sf/projects/jasperreports
• Code from the Apache Commons Project (http://commons.apache.org/)
• Source Code is available from: http://svn.apache.org/viewvc/commons/proper/configuration/
• Code from JavaMail-Crypto API.
• Source code is available from: http://sourceforge.net/projects/javamail-crypto/
• Code from Bouncy Castle Java cryptography API.
• Source code is available from: http://www.bouncycastle.org/latest_releases.html
Contents
PREFACE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Document structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Skills and education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Updates to this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
INSTALLATION & CONFIGURATION 13
GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
System configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Login and security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Roles and permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Menus and screen navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
CONFIGURATION SETTINGS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Vendor and system settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Vendor creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Secret questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Initial user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Vendor environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Gateways and servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Operational settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Outbound profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Data flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
DOC1 templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Scheduled jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
4
Contents
Content Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Inbound profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
User management settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Vendor-wide user management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Individual user management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
USER MANAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Login and single sign-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Using login created by e-Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Using single sign-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Forgotten password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Password expiry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
MANAGING MESSAGES 96
INBOUND MESSAGES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Receiving messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
SMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
DNS checking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Content Based Message Categorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
e2 Look-ups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Associating messages with an e2 customer record . . . . . . . . . . . . . . . 100
Single instance storage and message ID . . . . . . . . . . . . . . . . . . . . . . . . 101
Content pointer (Cpointer) indexes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Content conversion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Conversion to PDF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
HTML to MHT conversion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
ZIP file handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
MS-TNEF handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
5
Contents
Archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Repository facade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Batching process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Archive content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Workflow item creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Archiving of generic e-mail messages . . . . . . . . . . . . . . . . . . . . . . . . . . 113
OUTBOUND MESSAGES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Preparing DOC1 content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
DIJ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Preparing content for different message parts . . . . . . . . . . . . . . . . . . . 115
Making DOC1 content available to e-Messaging . . . . . . . . . . . . . . . . . . . . . 115

DIJ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Non-DOC1 content & e-Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Real-time and batch sending of messages . . . . . . . . . . . . . . . . . . . . . . . . . 118

Job scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118
Polling for DIJ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Calling e-Messaging from a command line . . . . . . . . . . . . . . . . . . . . . . 120
What happens to content files after e-Messaging? . . . . . . . . . . . . . . . . 120
MANAGING WORKFLOWS 122
WORKFLOWS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
General workflow functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Built-in workflow solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124
Integration with 3rd party workflow solution . . . . . . . . . . . . . . . . . . . . . 126
Workflow entry screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Configuring the layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Conversion entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
6
Contents
Index entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Respond . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Process alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Bounced messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Create alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Create note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
GENERATING REPORTS 148
REPORTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 149
Sent messages report (global) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Sent messages report (individual) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Configuring the layout of the sent messages report (individual) . . . . . 162
Inbound messages & workflow reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
User groups reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
e-Messaging audit reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
e-Messaging error reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

Application monitoring support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
APPENDIX 172
APPENDIX A – GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
INDEX 177
7
Preface
This guide provides information about configuring and operating the various components
that make up the e-Messaging Solutions. It also has information on how e-Messaging leverages
and extends existing PBBI Customer Communication Management such as DOC1, e2 and
Data Flow.
It is important to note that not all features and objects discussed in this guide will be
immediately available to all users. Depending on the role you play in your organization, the
e-Messaging Administrator may choose to restrict access to particular application pages and
information within the repository.
In addition, the e-Messaging license owned by your organization or the hosting organization
may also impose restrictions such as the ability to send messages and the maximum
throughput, ability to convert, ability to archive and other features. You may contact your
e-Messaging Administrator for details on what your organization’s license allows.
You should refer to the e-Messaging Reference Guide for detailed information on advanced
features for configuring your e-Messaging environment.
Document structure
All new users should read the Introduction on page 10 and Getting Started on page 14.
Users who need to set-up the environment for processing inbound and outbound messages
are recommended to refer to Configuration Settings on page 30.
Administrators and Managers who need to manage users should refer to User Management on
page 92.
For information on how to process inbound and outbound messages refer to Inbound Messages
and Outbound Messages on page 97 and page 114 respectively.
For information on how to manage and respond to workflows refer to Workflows on page 123.
If you need more details on Reports, refer to page 149.
8
Preface
Skills and education

The e-Messaging Solution has been tested on both Microsoft Windows™ and
Sun Microsystems Solaris™ environments. Depending on your intended operating
environment, we recommend that you attend an appropriate introductory training course if
you do not have experience in these environments. Similarly, if you are going to use
e-Messaging to leverage and extend on existing PBBI software components such as DOC1, e2
and Data Flow, we recommend that you attend the appropriate training courses for these
products.
While every effort is made to provide sufficient information in this and the other user
manuals, we also recommend that you attend an e-Messaging education course. Your
e-Messaging supplier will advise on course availability.
Updates to this guide

This guide may be issued in electronic format from time to time to include corrections or
additions that have been made since the original publication. These changes will be indicated
with a change bar in the margins. The latest versions of all e-Messaging user guides can be
downloaded from www.doc1supportnet.com.
9
Introduction
The e-Messaging Solution is a complete, enterprise class, solution for managing in- and
out-bound e-mail and SMS customer communications. e-Messaging leverages and extends
existing PBBI Customer Communication Management components such as DOC1, e2 and
Data Flow.
The e-Messaging Solution allows organizations to take a customer centric view on customer
communications. Designing content for all delivery channels in a single design environment
and associating communications from all delivery channels, in- and out-bound, with a single
customer centric view in your contact centers. e-Messaging enables organizations to give their
customers the freedom to communicate anything on any channel at any time and still
maintain an up-to-date customer centric view of their customer communications throughout
the organization. Furthermore, e-Messaging helps organizations maintain brand consistency
across communication channels.
On the outbound side e-Messaging

• Receives content that has been formatted by DOC1 or other systems,
• Packages it into the required message format for the chosen delivery channel,
• Text e-mail messages
• HTML e-mail messages with embedded or referenced images
• Multipart/alternative e-mail messages (text & HTML)
• E-mails with single or multiple attachments. Different file formats supported
including PDF, text, CSV, XML and ZIP. Attachments may be static or personalized on
a per message basis
• Plain text SMS messages
• Optionally, digitally signs the e-mail body,
• Sends message through selected gateway for the chosen delivery channel,
• Optionally indexes and archives messages sent,
• Creates database records of sent messages,
10
Introduction
• Updates the sent message records with Delivery Status Notifications to report on:
• Messages sent
• Messages bounced (including reason for bounce)
• Messages replied-to
• Messages opened (wherever possible)
• Provides API access to the sent message records to facilitate URL links to personalized
web landing pages in the e-mails sent.
On the inbound side e-Messaging

• Retrieves inbound messages from any e-mail server or using HTTP / call-back URLs
• Processes Delivery Status Notifications (e.g. bounce messages) to update sent message
records for reporting
• Optionally converts content, including e-mail attachments, ZIP contents and RTF e-mail
content to PDF for archive and retrieval - avoiding the need for specialized file viewers.
HTML e-mail can also be optionally converted to MHT format, embedding referenced
images for version control, prior to archiving
• Automatic indexing and archiving of messages into e2 Vault repository
• Response management to inbound messages, including the auto categorization and
routing of messages based on their content
• Mail list management for CAN-SPAM act compliance
e-Messaging supports both real-time and batch processing of in-and out-bound messages.
Secondary e-Messaging functions include
Workflow
Both built-in workflow as well as integration with 3rd party workflow solutions for the efficient
management of:
• Message responses using local e-mail client or business system of choice
• Managing Delivery Status Notifications (bounced messages)
• Content conversion failures and verification
• Indexing of messages for archiving
11
Introduction
Reporting
Comprehensive and graphic reporting including:

• Messages sent (selected by various criteria)
• Message delivery statuses
• Temporary & permanent delivery failures
• Replies
• Opens
• General overviews as pie charts
• Trend overviews as line graphs

• Inbound messages and their stages of processing
• Audit reports
• Error reports
• Export to PDF
• Export to CSV
Scheduling
Scheduling of when batch messages are sent.
12
Installation & Configuration
Getting started
The e-Messaging Solution can be configured to support your organization's specific site
requirements. What you can see and do with the application depends on the options selected
at installation and the configuration settings defined for you by the System Administrator or
your Manager.
Installation options selected
During installation, the following options are defined:

• The date and date-time format can be set during installation. The default is dd-MMM
-yyyy and dd-MMM-yyyy, HH-mm '[GMT' Z']'.
• Database - This latest release supports MySQL, Microsoft SQL Server and Oracle.
• SMTP Mail Settings - SMTP Host and Port are defined.
• PDF Converter Settings - OpenOffice Converter Host and Port are defined.
• Root Folder Settings (Root) - Base location for vendor specific operations.
Configuration settings defined
After installation, your System Administrator or Manager defines the following groups of
settings:
• Vendor and System - Defines the roles in the company, the default secret questions for
forgotten password, the initial user of the company that can create other users, vendor
environment parameters, gateways and optionally integration with existing user
authentication systems using LDAP.
• User Management - Defines users belonging to a company and the role for each user.
• Operational - Defines the Inbound and Outbound Profiles to be used by your company.
These profiles determine how inbound and outbound messages are to be processed. This
also covers settings for using Data Flow Server (DFS) and DOC1 when these are to be
controlled by the e-Messaging Scheduled Jobs function.
The following sections provide a short introduction to some of these settings and how they
affect what you can see and do within e-Messaging.
The System Configuration section discusses the basic system requirements for you to get
started and perform basic functions of the application. Other sections will provide
information on how to login, know what roles and permissions are set, basic guidelines on
working with menus and navigating through the web pages.
14
Getting started
System configuration
The following sections describe prerequisites required prior to using e-Messaging.
System requirements
Refer to the e-Messaging Installation Guide for the minimum hardware and software
requirements to run e-Messaging.
e-Messaging languages
The e-Messaging application detects your browser’s default language setting and displays
e-Messaging web pages in that language, if they are available. By default e-Messaging comes
with user interfaces in the following languages:
• English
• Spanish
• Portuguese (Brazilian)
• German
• Chinese (simplified)
• Chinese(traditional)
• Japanese
• Korean
New language interfaces can easily be added to e-Messaging. Refer to the e-Messaging
Reference Guide for instructions on how to add new language resource bundles.
Receiving messages
In order for your company to receive messages and process them (e.g. categorize, convert
content, index and archive), Inbound Profiles must be set-up in the application. This will define
the Gateway through which e-mail and SMS messages will be routed as well as define the
processing rules to be performed on the message received. e-Messaging interfaces with e-mail
servers using the POP3 or IMAP protocol for retrieving inbound messages. By default
e-Messaging receives inbound SMS messages using a callback URL, however, this can be
customized as described in the Reference Guide.
15
Getting started
The e-mail account from which e-Messaging is to collect inbound messages must be specified.
In the case of processing inbound SMS messages, an SMS API ID is required. The SMS API ID is
provided by the SMS gateway (www.clickatell.com is the default gateway). Shown below is a
portion of an Inbound Profile set-up page.
In order for you to access the content from these messages and process them via a workflow,
your login name or the user group (Role) you belong to must be associated with these Inbound
Profiles. Refer to the Roles and Permissions section on page 20 for more details on associating
Inbound Profiles.
Sending messages
In order for your company to compose and send messages, Outbound Profiles must be set-up in
e-Messaging. This will define the Gateway server to send messages through and the processing
rules for composing, digitally signing, sending and archiving messages. The Gateway server
could be an SMTP server or an SMS (i.e. SMS Outbound) server. The SMS API ID provided by
your SMS gateway provider is required to send messages through a SMS gateway. Shown below
are sections of a sample Outbound Profile set-up.
Gateways that need to

be defined for sending
messages.
Data Flow Server and/or DOC1 can be used to prepare data and format content for the
messages sent by e-Messaging. Once Data Flow Plans and DOC1 Applications have been
created, their details may be imported into e-Messaging. Composed output may also be
processed directly by e-Messaging by writing it into the folders specified by an Outbound
Profile. Alternatively, messaging campaigns can be managed and scheduled by non-technical
users through the Scheduling web browser interface of e-Messaging. Scheduling jobs can use
Data Flow Plans (for data preparation and formatting) and DOC1 Applications (for message
content formatting). However, you can also schedule jobs without the use of Data Flow or
16
Getting started
DOC1 by either uploading directly the DIJ files or specifying their location on the server.
Refer to the Operational Settings for more details on setting up Data Flow Plans on page 58 and
DOC1 Applications on page 62. They must also be enabled for your company in the Vendor
Environment Settings page.
In order for you to be

able to schedule jobs
for specific Outbound
Profiles and view/edit
them, your login
name or the user
group (Role) you
belong to must be associated with these Outbound Profiles. Refer to the Roles and Permissions
section on page 20 for more details on associating Outbound Profiles.
Indexing and archiving messages

e-Messaging can be configured to prepare both in- and out-bound e-mail and SMS messages
for archiving in e2 Vault. Archive preparation functions performed by e-Messaging include:
• Automatic or minimum click indexing of e-mail and/or SMS content. Including the
generation of journal files for e2 Vault in the required format
• Single instance storage of messages addressed to more than one recipient
• Optional conversion of content including e-mail attachments to PDF prior to archiving
including the following options:
• Extraction of attached ZIP files prior to conversion, including nested ZIP files
• Extraction of MS Outlook rich text content (MS-TNEF / winmail.dat files) prior to
conversion
• Conversion of HTML to MHT format - embedding images (already embedded or
externally referenced) to ensure version control of complete content
• Safely batching up content into e2 Vault "collections" for efficient loading, compression,
storage and retrieval. Refer to the e2 Vault Reference Guide for additional information on
the "collections" format.
Before you begin working with e-Messaging, be sure that e2 Vault has been configured to work
with e-Messaging. Refer to the e-Messaging Reference Guide for instructions on configuring e2
Vault. Similarly, be sure that e-Messaging has been configured to prepare message content for
archiving in e2 vault. This is done through the e2 Vault settings section of the Inbound Profile
page. e2 Vault must also be enabled for your company in the Vendor Environment Settings page.
Working with workflows

e-Messaging provides 2 workflow options:
17
Getting started
1. Basic workflow built into the solution to allow users to:

i. Manage content conversion for messages that fail to convert automatically or simply
check conversion prior to archiving.
ii. Index creation for inbound messages - when automated indexing is not possible.
iii. Manage bounced messages.
iv. Manage response creation for inbound messages including the automatic
categorization and routing of messages based on their content.
2. Provide file based "XML workflow objects" that can be loaded into a 3rd party workflow
solution. When this option is selected the built-in workflow (1 above) would still get used
for content conversion and index creation for inbound messages - when automated
conversion and / or indexing is not possible.
The workflow options enabled for your company are specified on the Vendor Environment
Settings page.
The built-in (or

integrated) workflow
options allow you to
perform the actions
as listed above.
However, restrictions
can be imposed on
what workflow actions a user can execute for specific Inbound Profiles associated to their login
name or the user group (Role) they belong to. Refer to Roles and Permissions section on page 20
for more details on associating workflow actions in Inbound Profiles.
Working with workflows may require you to view content in PDF format. Hence, it is
recommended that you have Adobe Acrobat 8 installed in your work station. Some Workflow
pages also use HTML iFrames. For example, when viewing message content on the Workflow
Conversion or Workflow Indexing pages, another instance of e-Messaging appears in the
iFrame.
Generating reports
e-Messaging provides a comprehensive and graphic reporting capability. The content of the
reports generated is restricted to the messages received or created by Inbound and Outbound
Profiles associated directly to a user’s login name or the Role assigned to their login name.
Refer to Roles and Permissions section on page 20 for more details on associating reports to
Inbound and Outbound Profiles.
18
Getting started
Login and security

For you to be able to login to e-Messaging, you must either have received an e-mail providing
you with your login and one time password or you have been given instructions that you can
use your corporate login to access the application.
| To login: Click on the e-Messaging icon displayed on your desktop

if it is installed on your workstation, select Start/All Programs/PBBI CCM/e-Messaging or click
on the e-Messaging URL that will be provided to you by your System Administrator or
Manager.
The Start/All Programs/PBBI CCM/e-Messaging option is only applicable to Windows platforms.

The user has the option to change the program grouping name (i.e. PBBI CCM) during the
installation. The convention in accessing the application is “http://<host>:<port>/<context>”
(e.g. http://localhost:8080/emessaging/). This URL may vary depending on your installation.
Enter Username
and Password
indicated in user
notification e-mail.
Password is
case sensitive.
The application has its own built-in security

for managing users, roles, authentication, L REFER TO THE E-MESSAGING REFERENCE GUIDE
FOR MORE DETAILS ON LDAP.
access control and encryption. However, it
can also integrate with existing user
authentication systems using LDAP.
If you are using the application's built-in

user management module and your login
credentials (including one time password)
L NO PASSWORD CHANGE IS ALLOWED IN
E-MESSAGING IF YOU ARE USING YOUR
CORPORATE LOGIN TO ACCESS THE APPLICATION.
are authenticated properly, you will
immediately be asked to change your
password.
After your password has been accepted, the Home page will be displayed and you can now
begin working with e-Messaging.
19
Getting started
Roles and permissions

Roles and permissions play a very important role in what you see, gain access to and functions
you may perform in e-Messaging. There are several levels in which this is implemented across
the application.
Role based restriction

With role based restriction, the pages you are allowed to access are limited by the privileges
assigned to the role that your user login is attached to.
20
Getting started
| To view the role attached to you: Select Home/My Settings.
Roles attached to user
| To view the privileges assigned to the role: From the My Settings page, click on View
description of roles button.
Privileges of the role

Role name
Vendor based restriction

With vendor based restriction, the pages and reports you are allowed to view / update is
filtered by the vendor assigned to you when your login was created. It's easy to check what
vendor you belong to as it is normally displayed as a header on most pages you can navigate to.
21
Getting started
User type based restriction

There are three types of users: initial user,
regular user and super user. The initial
user is the default user created
automatically when a vendor is created
while the regular users are the users
created by the initial user or the super user for the specified vendor. The initial user has the
highest privilege settings for a vendor. It is set to "All / Default" role. On the other hand, the
super user is the single user that has the highest privilege settings in e-Messaging. The super
user can access data from all vendors defined in the application.
If you are a super user, you can filter by vendor the data you want to view or work on. Initial
users or regular users do not have this facility displayed on their pages because they are
associated with a single vendor.
Profile based restriction

The Inbound and Outbound profile pages specify how
inbound and outbound messages are to be processed
by e-Messaging. You can set-up a vendor to have
several Inbound and Outbound Profiles. Within each This filter option is only
of these profiles, permissions are defined for specific visible to super users.
tasks.
22
Getting started
| To quickly view the Inbound Profiles attached to you: Select Workflow from main menu
tabs then click on the Inbound Profile dropdown button.
List of inbound
profiles associated
with the user.
| To view a specific Inbound Profile: Select Configure/Inbound Profiles and then select the
Inbound Profile name from the Inbound Profile page.
Your privileges to view or edit

the contents of the Inbound
Profile page is dependent on
the "EditInProfiles" permission.
If your name or role is on the
left pane, you only have view
rights while those on the right
have both view and edit rights.
You are permitted to perform

the specific workflow task only
if your name or your role has
been associated explicitly to
the task (those on the right
pane).
23
Getting started
| To view a specific Outbound Profile: Select Configure/ Outbound Profiles and then select
the Outbound Profile name from the Outbound Profile page.
You are permitted to send

jobs only if your name or your
role has been associated
explicitly to the task (those on
the right pane).
Your privileges to view or edit

the contents of the Outbound
Profile page is dependent on
the "EditOutProfiles"
permission. If your name or
role is on the left pane, you
only have view rights while
those on the right have both
view and edit rights.
24
Getting started
Menus and screen navigation

There are a number of alternative ways by which you can get to the page you want to view or
create / update transactions in the e-Messaging application. The alternative you select will
largely depend on your experience with other applications and your personal preference.
Regardless of the alternative you select, the look and feel of the application as well as the
navigation options has been standardized across all the web pages to help reduce the learning
curve for first time users of e-Messaging.
If your company owns the application

(licensed owner), the branding and colors of L REFER TO THE E-MESSAGING REFERENCE GUIDE
FOR INSTRUCTIONS OR CONTACT YOUR SYSTEM
all user interfaces can easily be modified to ADMINISTRATOR TO APPLY THE CHANGES.
suit your particular company needs.
All interfaces comply with W3C guidelines for accessibility.
All interfaces function in web browsers with Javascript enabled or disabled.
Home page
The Home page is the very first page that will be displayed once your login and password has
been accepted by the application.
Use these tabs to

select the main menu
options to work on.
When a tab is
selected, you can
click directly on the
sub-menu options
displayed to bring
you to the page you
need to view.
25
Getting started
Menu options available

Depending on the roles associated with your user
login, a number of sub-menu options may not be
available to you. e-Messaging implements this by
either not showing the sub-menu option on the screen
or graying it out. The manner of implementation is
An example of a
defined in the Roles page. Shown here is an example of grayed-out menu
a grayed-out implementation of denied sub-menus. option.
The Help sub-menu option will be visible to

all users. Clicking on the link will open a new L THE HELP PAGES WILL NOT DISPLAY ON
JAVASCRIPT-DISABLED BROWSERS. YOU WILL
browser loaded with e-Messaging’s help HAVE TO ENABLE JAVASCRIPT TO VIEW THE HELP
topics. TOPICS.
26
Getting started
Page layout and navigation

The typical page that you will work with will have the following page lay-out and navigation
options
1 Application logo
3 Highlighted Main
menu tabs 2 Main menu tabs
4 Dropdown icon 5 Search icon
7 Links
6 Sorting icon
9 Sub-menu
10 Highlighted options
sub-menu option
8 Action button
11 Logged in user
1. Application logo - This is the default e-Messaging logo. If your company is the licensed
owner of the e-Messaging application, it can be customized for your company as needed.
Contact your System Administrator for details.
2. Main menu tabs - This displays the main menu options available. You can click on any of
the tabs while working on a page. This will take you to the tab with the sub-menus
displayed.
3. Highlighted main menu tab - This indicates to which main menu the current page
belongs.
4. Dropdown icon - You can click on this icon to select from a list
5. Search icon - You can click on this icon to initiate a search for records that meet the
filter conditions you have specified.
6. Sorting icon - This indicates how the records are sorted for the specified field. You can
click on this button to reverse the current sorting.
7. Links - These allow you to go to the details of the displayed record. This is underlined in
pages with multi-record tabular displays and in regular blue font in single record display
pages.
8. Action buttons - You can click on this icon to trigger an action based on the current
record or records you are working on.
27
Getting started
9. Sub-menu options - This displays the sub-menu options available for the highlighted
main menu tab. You can click on any of the sub-menu options while working on a page.
This will take you directly to the selected page.
10. Highlighted sub-menu option - This indicates the page you are currently working on.
11. Logged in user - This is the name of the user currently logged in.
When you click on another Tab or Sub-menu option and you want to return to the previous
page you were working on, you can click on the previous page icon of your web browser.
View only page

Some pages are view only pages. Typical examples of these are description pages.
Click on this button

to return to the
current page you
are working on.
Viewing tabular display pages

For multi-record tabular display pages, the maximum number of records that are displayed per
view is 10, by default. On initial display of the page or after clicking on the Search icon, only
the first 10 records will be displayed if there are more than 10 records to be displayed. The
other records can be displayed using the Pagination toolbar or the Vertical scrollbar.
For the columns displayed, there is no maximum number of columns that can be displayed. It
all depends on the width of the columns. If not all columns can be displayed on the screen, the
hidden columns can be displayed using the Horizontal scrollbar.
28
Getting started
| To view sets of records on screen: Click on the Pagination toolbar displayed below the
tabular display.
Pagination toolbar
The pagination toolbar will only appear if the number of records to be displayed exceeds10.
29
Configuration settings
This section describes how the e-Messaging Solution can be configured to suit your
organizational or individual requirements. Configuration settings can be defined at the
vendor, system, operational or user management levels.
Vendor and system settings

The Vendor and System Settings sub-menu of e-Messaging allows you to configure vendor and
system parameters that are used by the application. This includes defining the roles for the
company, the default secret questions for forgotten password, the initial user of the company
that can create other users, vendor environment parameters and gateways.
Vendor creation
e-Messaging users are normally associated with a vendor. The Vendor Creation page allows
you to add a vendor in the system or edit information for an existing vendor. Only Super Users
are allowed to access this page.
On the Super User’s very first login to e-Messaging, he will immediately be redirected to the
Vendor Creation page. He will need to create at least one vendor before the rest of the
e-Messaging system can be made accessible.
30
| To create a vendor: Select Home / Vendor/System Settings / Vendor Creation.
The initial display allows you to enter the information necessary to create a new vendor.
1. Select the Vendor Type from the dropdown menu.
Licensed – configured for single vendor environment, e.g. a customer has purchased an
e-Messaging software license.
Hosted – configured for multiple vendor hosting, e.g. in a hosted environment or a
service bureau customer purchasing a software license to set up different end-customers
to be able to use the e-Messaging solution independently.
2. Enter a name in the Vendor Name field.
This will be used for identifying the L FOR A HOSTED VENDOR TYPE, THE NAME MUST BE
UNIQUE ACROSS ALL VENDORS. NAME, ADDRESS
vendor across the system. LINE 1, ADDRESS LINE 2, TOWN, REGION,
POSTCODE, AND COUNTRY FIELDS ARE REQUIRED
3. Enter the address information. FIELDS.
4. Click the Create Vendor button to add the

new vendor. L ONLY THE NAME FIELD IS MANDATORY FOR A
LICENSED VENDOR TYPE.
5. After successfully creating a vendor, you
will be redirected to the Secret Questions page. Refer to the Secret Questions section on
page 33 for details on how to create Secret Questions.
The creation of a new vendor will trigger the creation of a default user for this vendor (named
after the specified vendor name) associated with a default role (“All/Default”).
31
| To edit a vendor: Select Home / Vendor/System Settings / Vendor Creation.
Click this button to

display vendor
information.
Clicking the Change

Vendor button also
changes this button
from Create Vendor to
Edit Vendor.
1. Select the vendor name from the Filter by-Vendor dropdown menu.
2. Click the Change Vendor button. This will fill the respective fields with the selected
vendor’s information. This will also change the Create Vendor button’s label to “Edit
Vendor”.
3. Change the field entries you want to
edit. L YOU CAN EDIT ALL VENDOR RELATED INFORMATION
EXCEPT FOR THE TYPE AND NAME.
4. Click the Edit Vendor button to save your

changes.
After successfully editing the vendor details, you will be redirected to the Secret Questions
page. Refer to the Secret Questions section on page 33 for details on how to create Secret
Questions.
While updating or viewing existing vendor information, you may opt to return to creating a
new vendor. You can do this by choosing “[New Vendor]” from the Filter by-Vendor dropdown
menu and clicking on the Change Vendor button. This will clear out the displayed information
on the page and allow you to proceed with creating a new vendor.
Importing and exporting vendor information

It is possible to export the e-Messaging settings for a given
vendor as an XML file that can be imported into a different
e-Messaging environment of the same software version as the
file was exported from.
| To export a vendor:
1. Select Home / Vendor/System Settings/Vendor Creation
32
2. Select the name of the vendor to be exported using the Filter by-Vendor dropdown menu.
3. Click the Export Vendor button. You will be requested to select the location you wish to
export the selected vendor’s settings to.
4. After selecting a directory click the Save button.
5. The selected vendor’s settings will be exported as an XML file.
| To import a vendor:
1. Select Home / Vendor/System Settings/Vendor Creation
2. Click the Browse button and select an e-Messaging vendor’s settings XML file that was
exported from an e-Messaging system of the same software version.
3. Click the Import Vendor button.
4. If a vendor of the name specified in the
XML import file already exists, all of its L NOTE THAT ONLY THE VENDOR, OPERATIONAL AND
USER SETTINGS CAN BE EXCHANGED BETWEEN
settings will be overwritten. If a vendor DIFFERENT INSTANCES OF E-MESSAGING USING
of the specified name does not exist THIS XML FILE. IMPORT AND EXPORT IS DONE FOR
then one will be created. ONE VENDOR AT A TIME AND MUST BE BETWEEN
THE SAME VERSIONS OF E-MESSAGING
SOFTWARE.
Secret questions
Secret Questions allow the vendor to provide a “backup password” facility for you, in case you
forgot your account password. The backup password comes in the form of an answer to a
question only you should know. A correct answer to a secret question validates your identity
and allows the system to take steps to re-set your account password.
Users assigned with the Edit Vendor permission can access the Secret Questions page.
Viewing secret questions

Use the Filter and Search options to view existing Secret Questions.
| To view secret questions: Select Home / Secret Questions.
33
| To change active status: Click the active status field.
Only Secret Questions

for the vendor will be
Select the Language to
displayed.
display Secret Questions in
another language.
For Super Users

A Filter by Vendor dropdown menu is displayed
and you can select the vendor name and
language (if necessary) before clicking
Search.
| To add a secret question: Click the Add

button.
Select language for the

question.
Only one vendor will be
displayed.
Enter additional question

for the selected language.
Click Add to save the

new question. Cancel
will return you to the
previous page.
34
Changing vendors
A Filter by Vendor dropdown menu is displayed and

you have the option to select the vendor name and
language that will be associated with the new
question.
On successful addition of the new question, the

system will display the updated list of Secret
Questions.
35
Roles
Roles define the tasks you can perform in the e-messaging application. Roles are assigned to
users during user creation in the Manage User page. Alternatively roles can be mapped to the
groups that a user belongs to in an LDAP system. Refer to the “Configuring LDAP” section of
the e-Messaging Reference Guide for more details on the latter.
Roles are uniquely identified for each vendor in the e-Messaging application. Users assigned
with Edit Vendor or Manage Users tasks can access the Roles page.
You can view the Roles page by clicking the Roles link under the Vendor/System Settings column
on the Home Page.
This page will allow you to do the following:

• Add a new role
• Edit the privilege settings of existing users
The Roles for Vendor page contains a table which displays information on the particular
privileges or tasks that a user can perform if mapped to the different roles.
The Name column lists The upper row displays

Checkmarks indicate the
the Role names to whom the available privileges
ability of the user,
you can assign various or tasks that can be
assigned to a role, to
privileges and tasks. assigned to a user. You
perform tasks.
may have to scroll right
to view the other
privileges or task.
36
Below are the privileges and tasks that can be assigned to a user:
Privileges and Tasks description
Type Description
Primary Contact Allows the user to set the primary contact of the vendor.
Edit Roles Allows the user to edit / create new roles for their Vendor.
Send Jobs Allows the user to set up Send Jobs or call a message sending process from a
command line.
View Reports Allows the user to access all reports except the Audit and Error reports.
View Audit Allows the user to view Audit and Error reports.
Edit Outbound Profiles Allows the user to create and edit Outbound Profiles for the Vendor the user
belongs to.
Edit DOC1 Allows the user to create and edit DOC1 settings through the interfaces
described in DOC1 Templates for the Vendor the user belongs to.
Edit Data Flow Allows the user to create and edit DFS settings through the interfaces
described in Data Flow for the Vendor the user belongs to.
Edit Inbound Profile Allows the user to create and edit Inbound Profiles for the Vendor the user
belongs to.
Edit Vendor Allows the user to edit Vendor details for the Vendor that the user belongs to.
Edit Gateways Allows the user to create and edit Gateway details for the Vendor that the user
belongs to.
Workflow Index Allows the user to index messages associated with the Inbound Profiles they
have been granted access to.
Workflow Close Allows the user to close Workflow Items for messages associated with the
Inbound Profiles they have been granted access to.
Workflow Manager Users that can be alerted by other Workflow users if they do no know how to
handle a Workflow item.
Workflow Expire Allows the user to modify the default expiry date (set in Inbound Profile) for
messages associated with the Inbound Profiles they have been granted access
to.
Workflow Bounce Allows the user to manage bounced messages associated with the Inbound
Profiles they have been granted access to.
Workflow Delete Allows the user to delete messages or parts of messages at the indexing stage
prior to archiving for messages associated with the Inbound Profiles they have
been granted access to.
37
(continued) Privileges and Tasks description

Workflow Convert Allows the user to manage inbound messages that contain content that the
e-Messaging solution is unable to convert to the required archiving format.
Teach Classifier Allows the user to create content based inbound message categories, associate
users or groups with the right to respond to messages of particular categories
and to manually categorize messages when the “Initial Learning” function is
enabled for the categorization feature. Note that only users with the “Workflow
Close” permission can be associated with a message category.
Manage User Allows the user to create, edit, activate and deactivate users for the Vendor that
the user belongs to.
Hide Denied Functions When this option is checked, denied functions will not be visible.
Gray Out Denied Functions When this option is checked, denied functions will be grayed out.
Managing user roles

Roles are created and edited for a vendor via the Roles page. Upon creation of a vendor, a
default role called All / Default is also created and assigned to the initial user for that vendor.
More roles can be added as needed.
| To add a new role: L THE ROLE NAME ENTRY MUST BE UNIQUE FOR THE
SELECTED VENDOR.
1. From the main menu, click Roles under

the Vendor/System Settings section.
2. Click the Add button on the bottom of the screen. The next screen will require you to type
a role name.
38
3. Type a role name and select the

appropriate checkboxes which indicate L AT THE BOTTOM OF THE SCREEN, YOU HAVE THE
OPTION TO HIDE OR GRAY OUT DENIED FUNCTIONS.
the privilege settings to be associated
with that Role.
Type a unique Role The Privilege Settings

Name in this field. list allows you to select
the privileges you may
want to grant to the Role
you created. You may
have to scroll down to
view the other available
privileges.
To cancel the changes
and return to the role list
screen, click Cancel. Select one of these options to
change the view of the Privilege
Settings. Functions that were
Click the Save button
not selected can be hidden or
when you want to finalize
grayed out.
your work.
39
| To edit the privileges:

1. Click on a role name in the Roles page to open the profile of the role. The next screen
displays all the privileges assigned to the selected role.
2. Click the appropriate checkboxes to define the privilege settings.
3. Once all the appropriate checkboxes have been selected, proceed to the bottom of the
page. Again, you have the option to hide or gray out denied functions, and cancel or save
the changes you have made.
You will be taken back to the Roles page after clicking Save or Cancel.
For Super Users

The Filter by - Vendor dropdown menu and the icon are accessible for super users.
Changing vendors
The Filter by - Vendor dropdown menu lists all the

available vendors.
| To list the roles associated with a specific

vendor:
Click the dropdown menu. Select the desired
vendor, and then click the icon.
Initial user
When a new vendor is created, an Initial User is automatically created by e-Messaging. The user
name will be the same as the vendor name and the password will be set to "default". With this,
the initial user can immediately login using default username/password generated. As an
Initial User, you can then create other users for the company (vendor) you are assigned to.
The Initial User has the highest privileges (defaulted to “All/Default” role) within the company
and you can edit your own profile settings except for Vendor, Username and User Role.
| To edit the Initial User profile settings: Select Home / Initial User. The Vendor, Username,
and User role fields cannot be modified.
| To edit the Language field: Click the

Language dropdown menu to select from the
L YOU CAN REQUEST FOR ADDITIONAL LANGUAGE
RESOURCE BUNDLES FROM YOUR SYSTEM
ADMINISTRATOR.
available languages.
40
If JavaScript is enabled in the client browser, selecting a language from the Language
dropdown menu automatically updates the Secret Question dropdown menu list with a new
options based on the selected language. Otherwise, click the Change Language button to effect
the change. Currently, the available languages are:
• English
• Spanish
• Portuguese (Brazilian)
• German
• Chinese (simplified)
• Chinese(traditional)
• Japanese
• Korean
It is recommended to change or translate the Secret Answer when you change the Language
and/or Secret Question.
You cannot change the language if there is no corresponding Secret Questions set-up for that
language. Refer to Secret Questions section on page 33 for details on how to set-up Secret
Questions.
| To change the set of secret

questions: Click the Secret Questions L THE INITIAL USER CANNOT BE DISABLED AND WILL
ALWAYS BE ASSIGNED THE “ALL/DEFAULT” ROLE.
dropdown menu to select from the Secret THIS ROLE HAS ALL PRIVILEGES ALLOCATED TO
Questions available for the current vendor PERFORM ALL AVAILABLE FUNCTIONS IN THE
and language displayed on screen. E-MESSAGING APPLICATION FOR THE VENDOR IT IS
ASSOCIATED WITH.
To save the settings click the Submit button to
apply the settings. You will be redirected to
the Vendor Environment setup page.
For Super Users

The Vendor dropdown menu is editable only if
L IF JAVASCRIPT IS ENABLED, THE ASSOCIATED
VENDOR INFORMATION IS DISPLAYED
AUTOMATICALLY. OTHERWISE, CLICK THE CHANGE
you are logged-in as a “Super” user.
VENDOR BUTTON TO TRIGGER THE CHANGE IN
Otherwise, the dropdown menu will be VENDOR INFORMATION.
read-only.
| To change vendor: Select the desired vendor in the Vendor dropdown menu.
41
Vendor environment
The Vendor Environment page allows you to manage the settings for a Vendor in e-Messaging.
Only a Super User or a user with EditVendor privileges can access this page. You can access this
page when you are diverted to the page after updating the initial user or through the
application main menu.
| To access the Vendor Environment page: From the main menu select Home /
Vendor/System Settings / Vendor Environment.
| To update the Vendor Environment details: The system will display your assigned Vendor
settings for configuration. You can find the following Vendor Environment details:
Vendor Environment page
Field Description
Enable Message Types The checkboxes allow you to specify the type of messages the vendor can send.
By default, no message types are checked.
HTML – allows use of images or special formatting in the e-mail.
Text – no images or special formatting is included in the e-mail.
Multipart/Alternative – system uses both HTML and text in a single message and
the e-mail client decides which type will be displayed.
Single SMS – system sends one SMS text message of up to 160 characters.
Enable CCM Components for Selecting the following options allow you to specify which CCM component the
e-Messaging vendor’s e-Messaging solution will integrate with.
DOC1 Composition – allows DOC1 Generate to be managed from e-Messaging

solution.
Data Flow Server – allows Data Flow Plans to be managed from e-Messaging
solution. Can only be selected if DOC1 (above) is selected. Integrates with Data
Flow Server (DFS) for ETL processing. The output from running a DFS plan will
serve as input to DOC1’s content generator.
e2 Vault – enables archive functions for this vendor. Integrates with e2 Vault
repository for archival and retrieval of messages.
42
(continued) Vendor Environment page
Workflow settings section

Workflow type Integrated Workflow will allow you to use the workflow system built into
e-Messaging and allows you to:
• manually manage content conversion, if automated conversion is enabled
but not possible
• optionally verify all content conversion manually
• manually index inbound messages, if automated indexing is not possible
• manage bounced messages
• manage response creation for inbound messages
External Workflow will generate XML file-based workflow objects that you can
load into a 3rd party workflow solution.
If you select External Workflow, Integrated Workflow can still be used to index
inbound messages and manage content that fails to convert.
Folder Workflow Displays the location where the external workflow objects will be written. The
directory is only used if you enable External Workflow. See the e-Messaging
Reference Guide for full specification of external workflow objects.
Message Categorization Enables the content categorization feature for categorizing and routing
inbound messages based on their content.
Expiration and Purge Settings section

Password Expiry Sets the length of time (in months) before the system prompts the Vendor’s
users to renew their passwords. Enter “0” to prevent password expiry.
Permitted Login Attempts Sets the maximum number of invalid login attempts permitted before the user
account is locked. Default = 3. Enter "0" for unlimited attempts.
Permitted Answer Attempts Sets the maximum number of invalid attempts permitted when answering a
user’s Secret Question. Default = 1. Enter "0" for unlimited attempts.
Purge Process Errors Sets the number of months to keep Process Error records. Enter "0" to store
records indefinitely.
Purge Audit Sets the number of months to keep Audit records. Enter "0" to store records
indefinitely.
Purge Reports Sets the number of months to keep Reports on sent messages. Enter "0" to store
records indefinitely.
43
(continued) Vendor Environment page

Purge Workflow Sets the number of days to keep closed Workflow Items. Enter "0" to store
workflow items indefinitely.
Purge People Sets the number of days to keep unused message recipient data in the
e-Messaging solution. Enter "0" to store unused data indefinitely.
Log file settings section

Folder Log Displays the location where the vendor specific log files generated by the
system get written.
Time zone settings

Specify Default Time Zone Specify the vendor's default offset from GMT. This is used by the scheduling
function. If a user scheduling a batch of messages has Javascript disabled in
their browser then the time zone specified here will be the default for jobs
scheduled by that user. If Javascript is enabled in the user’s browser then the
time zone setting of the user’s browser will be the default for jobs scheduled by
that user.
Click Done to save your changes. You will be redirected to the Gateways Configuration page for
your Vendor.
For Super Users

The same Vendor Environment page is shown
except that a Filter by Vendor dropdown list menu
is displayed. The initial vendor settings displayed
L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE VENDOR ENVIRONMENT
SETTINGS ASSOCIATED WITH THE SELECTED
is filtered by the first vendor in the vendor list. VENDOR ARE DISPLAYED AUTOMATICALLY.
Super Users can maintain vendor settings for all OTHERWISE, CLICK THE CHANGE VENDOR
vendors. BUTTON TO CHANGE THE DISPLAYED
VENDOR INFORMATION.
| To view vendor environment settings for other vendors:
Select a vendor from the Filter by

Vendor dropdown list menu.
Once the vendor has been
selected and the Vendor
Environment settings displayed,
the Super User can edit the
current settings similar to a regular user as discussed above.
44
Gateways and servers

The Configure Gateways page allows e-Messaging users with Edit Gateways privilege to maintain
external gateway settings for the e-Messaging System. A Gateway in this context could be a
third party e-mail server or SMS gateway. The gateway settings allow e-Messaging to
communicate with these external third party systems.
| To view gateway settings: Select Home / Vendor/System Settings / Gateways to display the
Configure Gateways page. The page is automatically filtered to list all gateways managed by
users associated with the vendor you belong to. By default, the list is sorted by Name in
ascending order.
The gateways displayed

are limited to the vendor
you belong to.
Click the gateway

name to edit its
details.
Click to add a new Click the icons under the Used By

gateway for the column to view the profiles
displayed vendor. associated with the Gateway.
| To view Outbound or Inbound Profiles associated with a specific gateway: Click the
icons in the Used by column. This will display the Outbound Profiles List or Inbound Profiles
List page depending on the Gateway type.
Click to return to
the Configure
Gateway page.
45
| To create a gateway setting:

1. From the Configure Gateways page, click the
Add button. This will redirect you to a blank
Gateway Settings page.
2. Enter the gateway Name and the Description.
3. Select the gateway type from the Gateway
Type dropdown menu. Choosing an
outbound type gateway (SMTP and SMSo)
will require you to fill in the Username,
Password, and Confirm Password fields.
SMSo is an outbound SMS Gateway. For
SMSo Gateways, by default, e-Messaging
expects details of an e-mail account to be entered that will be used to send SMS messages
to the Clickatell(www.clickatell.com) SMTP interface. SMSi is an inbound SMS Gateway.
For SMSi Gateways, by default, e-Messaging expects that the call back URL from Clickatell
will be used.
4. Tick the SSL box if you want the gateway to support the Secure Sockets Layer protocol.
If JavaScript is enabled in your web browser, the Port field is automatically filled with a
default port number once the gateway type is selected, but you can still change the port
number manually. Note that if an e-mail server requests a TLS connection then
e-Messaging automatically enables this.
See the Appendices in the Installation Guide for details of how to set up your application
server with security certificates.
5. Click the Save button to save your changes or you may discard your changes by clicking
the Cancel button. Either action will bring you back to the Configure Gateways page.
| To edit an existing gateway setting: From

the Configure Gateways page, click the hostname
BROWSER, EDITING THE GATEWAY TYPE
CHANGES THE PORT VALUE TO THE DEFAULT
link under the Name column. This will open the PORT FOR THAT GATEWAY TYPE. CHANGING
Gateway Settings page where you can edit the THE GATEWAY TYPE TO OUTBOUND (SMTP
current values of gateway fields like Name, ANDSMSO) REQUIRES YOU TO FILL IN THE
Description, Type, Port, and Username USERNAME, PASSWORD, AND CONFIRM
PASSWORD FIELDS.
46
For Super Users

The same Configure Gateways page is shown except that a Filter by Vendor dropdown list menu
is displayed with the initial Gateways list filtered by the first vendor in the vendor list. Super
Users can maintain gateway settings for all vendors.
| To view gateways for other vendors: Select a

vendor from the Filter by Vendor dropdown list
BROWSER, THE GATEWAYS ASSOCIATED
WITH THE SELECTED VENDOR ARE
menu. DISPLAYED AUTOMATICALLY. OTHERWISE,
CLICK THE SEARCH BUTTON TO TRIGGER
THE CHANGE IN THE LIST OF GATEWAYS
DISPLAYED.
47
Operational settings
The Operational Settings sub-menu of e-Messaging allows you to configure Inbound and
Outbound Profiles that are associated with to your company (vendor). These profiles specify
how inbound and outbound messages will be processed. This also covers settings for using
Data Flow Server (DFS) and DOC1 in generating outbound messages for jobs that are
scheduled by e-Messaging.
Outbound profiles
The Outbound Profiles page allows e-Messaging users to maintain Outbound Profiles for the
e-Messaging application. Only users with Edit Outbound Profiles privilege belonging to a
Vendor that meets the following criteria may access this page:
• At least one SMTP or SMSo gateway is associated with the Vendor.
• At least one outbound Message Type is associated with the Vendor.
| To view the Outbound Profile page: Select Home / Operational Settings / Outbound
Profiles.
Enter search criteria for

Outbound Profiles and click
Search icon to display new
search results. Click to view details of the
last user who edited the
Outbound Profile.
Click to edit Outbound

Profiles.
Click to display
Click to add Outbound Scheduled Jobs using
Profiles. the Outbound Profile.
This page is automatically filtered to list all Outbound Profiles associated with the vendor to
which the current user belongs to.
| To filter the displayed Outbound Profile list: Enter OutProfile Name, Version and Creation
Date or any combination of the three values in the search field to produce a more specific
result list. Click the icon to view search results. The search function is not case sensitive
and you may opt to type just the first few letters of your search.
48
You can narrow down your search further by
entering a Creation Date criterion. The date L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE OUTBOUND PROFILES ASSOCIATED
filter field only accepts the following date WITH THE ENTERED SEARCH CRITERIA ARE
formats: (YYYY/MM/DD or YYYY-MM-DD). DISPLAYED AUTOMATICALLY. OTHERWISE, YOU
However, it also supports partial text search NEED TO CLICK THE SEARCH ICON TO TRIGGER
such as Y, YY, YYY, YYYY, YYYY/M, THE CHANGE IN THE LIST OF OUTBOUND PROFILES
YYYY-MM-D etc.) DISPLAYED.
| To view the details on the last user who

edited the Outbound Profile entry: Click on the
username link in the Last Edit by column in the
Outbound Profiles page. This will open the User
Details page in a new window.
| To view the scheduled runs using the

Outbound Profile entry: Click the icon in the
Used By column in the Outbound Profiles page. This
will redirect you to the Schedule Jobs Settings page.
| To create Outbound Profiles:

1. Click the Add button in the Outbound Profiles
page. This will redirect you to the Outbound Profile Settings page.
2. Complete the fields in the Outbound Profile Settings page. Note that this is a long page and
you will have to scroll down to view the other fields and sections. For field details, you can
refer to the tables starting on page 50.
3. Set the Outbound Profile status by ticking the Active box. Note that only Active Outbound
Profiles can be used for scheduling batch jobs and processing journal files detected in
the "DIJ Folder".
49
4. Click the Save button to save the entries and the Cancel button to disregard all entries.
Either action will redirect you to the Outbound Profiles page.
OutProfile Name and Description section
Fields/Buttons Description
Name Enter a valid directory name without spaces. This must be configured in the FileMap
section of profile.ini in the e2 Vault server if archiving is required for this Outbound
Profile.
Generate Path Names Click this button to update the folder fields in the page like the Folder DIJ, Folder
HTML, Folder Text, Folder Image, and Folder Error fields under the Message Processing
Settings category. At this point, the directories are not yet created. They are created
when the Output Profile is saved.
Version The value assigned to this field is auto-incremented if there are changes found after
saving a profile. Note that when the profile is simply enabled or disabled (by ticking
or un-ticking the Active checkbox), the version will not be incremented.
Description Use this field to enter a short description of the Outbound Profile.
Message Processing Settings section
Gateway This dropdown is populated based on gateways associated to the vendor to which the
logged in user belongs to. You can click on the Description of selected Gateway link
beside the dropdown to see further details. This will open the Gateway Description
page. Note that this link will not be available if JavaScript is disabled in the browser.
Poll for DIJ Tick the Poll for DIJ box if you want Document Interchange Journal (DIJ) files to be
processed automatically. Ticking the box will also allow use of the e-Messaging
Scheduled Job feature of the system.
Maximum bandwidth Enter the Maximum bandwidth consumption (in kbps) you wish to allocate for
processing the Outbound Profile. Enter 0 to allocate unlimited bandwidth.
Batch or Real-time Select Batch if the Outbound Profile is expected to process batch input files that
contain data and /or content for multiple messages. Select Real-time if the
Outbound Profile is expected to process separate input files for each message.
Message Type Select a message type from the dropdown.
Folder DIJ, Folder HTML, These fields are auto-populated once the Generate Path Names button above is
Folder Text, Folder Image, clicked. These are the directory paths where e-Messaging will look for input files for
Folder Error building the outbound messages. Note that the creation of these directory paths is
only performed after an Outbound Profile has been saved.
50
(continued) Message Processing Settings section
Archive Tick this box if you want to archive the message sent using this Outbound Profile. If
you tick this box, the Load Frequency and Folder Download become required fields.
Load Frequency Specify the seconds to wait before batching-up the sent content for archiving. "0"
indicates that all messages represented in an input file (DIJ / XML journal) will be
batched into a single "Collection".
Archive Format Select the required Archive Formats.
Folder Download Specify e2 Vault's polled download folder for new messages. Either mapped drives or
UNC may be used to specify a polled download folder on a remote server.
e2 Web URL Enter the base URL to the e2 Service web interface in this field. You will also need to
specify the "DB" parameter value as part of the base URL (e.g. <base
URL>?DB=default)
MessageID Index Enter the value of the MessageID index field, as defined in the e2 Vault server's
profiles.ini and database.ini files.
Message Content and Header Settings section
DIJ Charset, In these fields, enter the character set to be used. The character set’s default value is
Message Header Charset, set to UTF-8.
HTML Charset, and
Text Content Charset
Override Image Dimensions Tick this box if you want the height and width of the actual images to override the
height and width specified in HTML image tags.
Content Verification Select this option if you want e-Messaging to perform additional checks to verify
that correct content is inserted into each message. For example, have e-Messaging
check the DocInstanceId embedded in the generated PDF file against the value
provided in the DIJ for the message being processed.
Insert Message Beacon Select this option if you would like e-Messaging to insert a transparent image into
each HTML message in order for e-Messaging to automatically try and track when
the message is opened. Only applicable for HTML and multipart/alternative Message
Types. Note: If you are using message beacons then you should configure the
Outbound Image Request Listener (outbound.image.request.listener) in
outboundProcessor.properties as described in the e-Messaging Reference Guide.
51
(continued) Message Content and Header Settings section
Digitally Sign Message Body Select this option if you would like the e-mail bodies processed by this Outbound
Profile to include a digital signature by default. You must ensure that the private key
provided to digitally sign e-mails is derived from a digital certificate that was created
using the "From" e-mail address that will be used by this Outbound Profile. Ask you
administrator or, refer to the "Digital Signatures" section of e-Messaging Reference
Guide for further details.
Display Location Select the Display Location where you want HTML to be displayed on the screen (i.e.
alignment).
Display Width Select the Display Width (in pixels) at which you want HTML to be displayed on the
screen.
Attachments Tick this box to allow this Outbound Profile to send e-mail with attachments.
Attachment 1, 2, 3 and 4 sub-section. Note that e-Messaging supports attaching up to four files to a single message. If
more files need to be attached then the calling application is responsible for placing the files in a ZIP file and
submitting that ZIP file as an attachment to e-Messaging.
Attachment Type Select the Attachment Type from the dropdown menu.
Folder Attach This field is read-only and is auto-populated once the Generate Path Names button is
clicked. This directory path is where attachment content should be submitted for
sending by this Outbound Profile. e-Messaging needs to find a single compound PDF
file (many concatenated PDFs in a single file) or an individual PDF file for each
message when personalized PDF attachments are processed by batch Outbound
Profiles.
The single compound PDF is produced by DOC1 and the main part of the filename
needs to match the associated DIJ being processed. The order of the documents in
the compound PDF file MUST match the order of the message descriptions in the
DIJ being processed.
In the case of individual PDF files the numbering in the individual PDF filenames
MUST match the order of the message descriptions in the DIJ being processed.
Attachment Charset Enter a charset to be used by the attachment’s content. The default is UTF-8.
Static Content Tick this box to set the attachment content to static. When this is enabled, the files
getting attached are not personalized but are generic for all messages processed to
include "Attachment 1" for this Outbound Profile. Disabling it means personalized
content is expected for "Attachment 1" such as a compound PDF or separate XML,
CSV, Text, or ZIP files.
Attachment Optional Ticking this box is optional. Note that for batch processing of Outbound Profiles;
only static content may be optional. For real-time Outbound Profiles, either static or
personalized content may be set to optional.
52
(continued) Message Content and Header Settings section
Archive If you want to archive the attachments, tick this box. Note that for this to be enabled,
the Archive box under Message Processing Settings should also be ticked.
Priority Assign the message priority header from the dropdown list.
From Address Set the e-mail address that will appear in the From e-mail header. The Address must
be genuine. Furthermore if Digital Signatures are used by this Outbound Profile
then the private key provided to digitally sign e-mails must be derived from a digital
certificate that was created using this From address. In the case of an SMS Outbound
Profile this should be set with the From e-mail header that is to be applied to
messages sent to Clickatell's SMTP server. Refer to “Common e-mail addresses” on
page 53 for details on address sharing restrictions.
Reply-To Address Set the e-mail address that will appear in the Reply-to e-mail header. In the case of an
SMS Outbound Profile this should set to the Reply-to e-mail header that is to be
applied to messages sent to Clickatell's SMTP server. Refer to “Common e-mail
addresses” on page 53 for details on address sharing restrictions.
Note: Inbound Profiles must be exclusively configured to process either delivery status notifications or messages
generated by end users. Applying this restriction to Outbound and Inbound Profiles vastly expands the range of
delivery status notifications that e-Messaging is able to interpret.
Return-path Address Set the e-mail address for delivery notifications. It is recommended that you use the
same address for Errors-to below. In the case of an SMS Outbound Profile this should
be set to the Return-path e-mail header that is to be applied to messages sent to
Clickatell's SMTP server. Refer to “Common e-mail addresses” on page 53 for details
on address sharing restrictions.
Errors-to Address Set the e-mail address for delivery failure notifications. It is recommended that you
use the same address for Return-path. In the case of an SMS Outbound Profile this
should be set to the Errors-to e-mail header that is to be applied to messages sent to
Clickatell's SMTP server. Refer to “Common e-mail addresses” that follows for details
on address sharing restrictions.
Note that additional custom e-mail header fields may be set using the header.xml and
default-header.xml files. It is also possible to suppress specific headers in messages destined to
certain e-mail domains using the outbound-settings.xml file. All these files are described in
the e-Messaging Reference Guide.
Common e-mail addresses

e-Messaging allows for the shared e-mail address definitions for particular Message Header
settings as follows:
• From Address and Reply-To Address
• Return-path and Errors-to Address
53
It is however, not permitted for the From or Reply-to addresses to share the same values as the
Return-path and Errors-to addresses. This is because Return-path and Errors-to addresses are
exclusively defined to receive delivery status notifications as opposed to messages generated
by end users.
Note: Return-path and Errors-to addresses indicate the e-mail address to which delivery status
notifications (e.g. bounce messages) will normally be directed. Therefore you should configure
an e-Messaging Inbound Profile for each of these addresses (if they are different - normally
they will be the same) that have "Workflow Bounce" enabled. This ensures that delivery status
notifications will get processed correctly and reports (based on outbound_messages) will
reflect bounced messages correctly.
Outbound message delivery rates

Certain ISPs detect when a mail server sends e-mail messages to their networks faster than a
predetermined threshold. These messages are considered as SPAM. In this scenario, messages
are placed in a spam folder. This threshold varies from ISP to ISP, e-Messaging caters for this
by providing configuration settings that allow the definition of delivery rates on a per domain
basis; these delivery rates are set in the outbound configuration file. The following example
show these settings:-
<?xml version="1.0" encoding="utf-8"?>

<outbound-settings>
<suppress-headers>
<suppress-header name="erroRS-TO">
<domain name="aol.com" />
</suppress-header>
</suppress-headers>
<delivery-rates>
<delivery-rate domain="gmail.com" rate="17" unit="sec" />
</delivery-rates>
</outbound-settings>
In the delivery rate, the “unit” can be “sec”, “min”, or “hr” for seconds, minutes or hours. The
rate can be a decimal number e.g 0.2 would mean 1 message every 5 seconds.
The SMS Gateway Settings section needs to be completed if the Outbound Profile is to send
SMS messages. Separate profiles are required for e-mail and SMS. By default e-Messaging
provides configuration options to send, track and receive messages through Clickatell.
Clickatell provides coverage to over 600 networks in over 200 countries and offers
competitive pricing. See www.clickatell.com for details. The option also exists to interface
e-Messaging with a different SMS gateway. See the SMS Application Programming Interfaces
section of the e-Messaging Reference Guide for further details.
SMS Gateway Settings section
54
(continued) SMS Gateway Settings section
SMS API ID Enter the SMS API ID required for sending messages through the SMS gateway. This
should be provided by Clickatell upon registration of an SMTP connection.
Clickatell Username, Enter your Clickatell Username and Clickatell Password, then confirm your Clickatell
Clickatell Password, Password.
Clickatell Password
Source Address Type the address that the message will appear to come from in this field. Note that
this must be a valid international number between 1 to 16 characters long or an 11
character alphanumeric string. To minimize the chances of delivery failure the
Source Address should be registered with Clickatell prior to use.
Delivery Acknowledgement Select an option from the dropdown list and depending on your selection, this will
return a delivery acknowledgement for sent messages upon successful delivery to the
mobile handset or upstream gateway.
Enable Callback Select an option form this dropdown list to enable e-Messaging to receive message
delivery statuses via an HTTP callback URL called by Clickatell. This is called every
time a message status is updated. e-Messaging is designed to interpret Clickatell
status messages and uses these in the reports that it generates.
Delivery Time The time value entered in this field will delay the delivery of SMS to mobile device in
minutes relative to the time at which the SMS was received by the Clickatell gateway.
For best effect, this should be greater than 10 minutes or 0 (zero). Note that a
smaller time frame may be delivered too soon.
Maximum Credits Note that this field overrides the maximum charge specified online. This applies
within the bounds of the profiles so the profile must exist for the maximum credit
that you set.
Delivery Queue Select the Delivery Queue to be used. e-Messaging's SMS service delivers the messages
through one of the three queues assigned to each client account. Messages in the
highest priority queue will be delivered first.
Gateway Escalation Setting this to "On" will prompt an escalation to an alternative delivery gateway
whenever the message is delayed for a set length of time.
Mobile Originated Setting this to Enable Reply will route the message via a predefined carrier to enable
the ability for a reply to be received back. Note that this is only applicable to clients
that have subscribed to a two-way messaging service from Clickatell.
Validity Period Assign a value in minutes in this field. The message will not be delivered if it is still
queued in Clickatell's gateway after this time period, relative to the time at which the
SMS was received by the gateway.
55
Associate users with this OutProfile section
“SendJobs” Permissions Allows the specified user(s) to create and schedule outbound e-mail and SMS jobs
using this Outbound Profile.
"Edit Outbound Profiles" Allows the specified user(s) to edit this Outbound Profile.
Permission
"View Reports" Permission Allows the specified user(s) to view reports on messages processed by this Outbound
Profile.
For both fields, associate users or groups with permissions relative to the Outbound Profile. Click the > button
for single selections or click on the >> button to select all users and groups. Alternatively, clicking the < or <<
buttons will "unselect" the users/groups from the specific permission.
| To edit Outbound Profiles:

1. From the Outbound Profiles page, click the name of the Outbound Profile you want to edit.
This will redirect you to the Outbound Profile Settings page with the fields pre-populated
with Outbound Profile information.
2. Edit the fields under the Outbound Profile Settings page. Note that the following fields are
read-only:
• Name
• Folder DIJ
• Folder HTML
• Folder Text
• Folder Image
• Folder Error
• Folder Attach
3. Edit users and / or groups associated with the permissions for this Outbound Profile.
4. You can also edit the Outbound Profile status. Note that Active Outbound Profiles can be
used for scheduling batch jobs and processing journals detected in the "DIJ Folder".
Either action will redirect you to the Outbound Profiles page.
56
For Super Users
The same Outbound Profiles page is shown except that a Filter by Vendor dropdown list menu is
displayed with the initial Outbound Profiles list filtered by the first vendor in the vendor list.
Super Users can maintain Outbound Profile settings for all vendors.
Note that the Gateway and the Message Type dropdown menu under the Message Processing
Settings section and the Folder Attach fields are populated based on the vendor selected in the
Outbound Profiles page. To change the value of the Gateway dropdown menu to be associated to
a different vendor, go back to the Outbound Profiles page and select another vendor.
| To view / update Outbound Profiles for

other vendors: In the Outbound Profiles L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE OUTBOUND PROFILES ASSOCIATED
page, select a vendor from the Filter by Vendor WITH THE SELECTED VENDOR ARE DISPLAYED
dropdown list menu. AUTOMATICALLY. OTHERWISE, YOU NEED TO CLICK
THE SEARCH ICON TO TRIGGER THE CHANGE IN
THE LIST OF OUTBOUND PROFILES DISPLAYED.
ONCE THE VENDOR HAS BEEN SELECTED AND THE
LIST OF OUTBOUND PROFILES DISPLAYED, THE
SUPER USER CAN THEN PROCEED TO CREATE OR
EDIT OUTBOUND PROFILES SIMILAR TO A REGULAR
USER AS DISCUSSED ABOVE.
57
Data flow
The Data Flow Settings page allows you to configure e-Messaging to be able to call local or
remote Data Flow processes as part of an e-Messaging Scheduled Job. The purpose of
interfacing with Data Flow is to provide a Data Preparation facility, particularly for hosted
customers, who would generally submit CSV data that may need to be manipulated into a
suitable format for processing through their DOC1 Template. Only users with Edit DFS
privilege belonging to a vendor that has enabled DFS can access the page.
| To view the Data Flow page: Select Home / Operational Settings / Data Flow Settings.
Click to edit Data Enter the search criteria

Flow Plan. for Data Flow Plan and
click the Search icon to
display new search
results.
Click to view details of the
Data Flow Plan.
Click to add Data Click to display

Flow Plan. Scheduled Jobs using the
Data Flow Plan.
This page is automatically filtered to list all Data Flow Plans associated with the vendor to
| To filter the displayed Data Flow list: In the Data Flow Settings page, enter a Data Flow
Plan Name in the search field to produce a more specific result list. Click the icon to view
search results.
When entering the search criteria value, you

may also only type the first few letters of your L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE DATA FLOWS ASSOCIATED WITH
search. A text is considered to match the THE ENTERED SEARCH CRITERIA ARE DISPLAYED
search string if the search string is found at AUTOMATICALLY. OTHERWISE, YOU NEED TO CLICK
the start of the target text. The search THE SEARCH ICON TO TRIGGER THE CHANGE IN
function is not case sensitive. THE LIST OF DATA FLOWS DISPLAYED.
| To view the details on the last user who edited a DFS entry: Click on the username link
in the Last Edit by column. This will open the User Details page in a popup window.
58
| To view the scheduled runs using a DFS entry: In the Data Flow Settings page, click the
link in the Used By column. This will redirect you to the Schedule Jobs Settings page as seen
below.
| To associate a Data Flow Plan:
Click the Add button in the Data Flow Settings page. You will be directed to the Data Flow Entry
page.
1. Enter the Name, Description, and SARUN Command to call the Data Flow Plan.
2. Data Flow Command is the SARUN
Command for executing a DFS plan. This L WHEN ENTERING THE DATA FLOW COMMAND
VALUE, REMEMBER THAT THE DATA FLOW SERVER
is a string with which the Data Flow plan MAY BE RESIDING ON A DIFFERENT SERVER TO
can be called through the sarun.exe E-MESSAGING. IF THIS IS THE CASE, THE DFS
from the e-Messaging server. The plan COMMAND PATH SHOULD BE RELATIVE TO THE
must support user prompted input for DFS SERVER, I.E. THE FOLDER PATH LEADING TO
the input and output filenames and THE COMMAND (IF SPECIFIED) IS LOCAL TO THE
DFS MACHINE.
these parameters must be included in
the string as "CPP_In_File" and
"CPP_Out_File".
Example: sarun DemoPlan "sa::SQL Server:g1mjl2:etl_demo_repository:sa:sa"
"CPP_In_File=C:\temp\Appliances.txt" "CPP_Out_File=C:\temp\MyAppliances.txt"
Either action will redirect you to the Data Flow Settings page.
| To edit a data flow plan: Click the name of the Data Flow you want to edit in the Name
column of the Data Flow Settings page. This will redirect you to the Data Flow Entry page. Edit
the field values. Click the Save button to save the entries and the Cancel button to disregard
changes. Either action will redirect you to the Data Flow page.
Security
The e-Messaging application limits the security threat that results from allowing users to enter
commands for execution by the server operating system in a web browser interface as follows:
59
User permissions and roles
Access to the pages, where commands for calling Data Flow Plans, DOC1 Generate and Post
Process Commands are entered, is limited to users who have Edit Data Flow and Edit DOC1
permissions enabled in their role. These permissions should only be enabled for users that are
allowed to run Data Flow Plans and / or DOC1 Generate and / or Post Process Commands on
the servers configured to be controlled by e-Messaging. That means that users with the
required permissions to specify operating system commands through the e-Messaging
interfaces would generally have access to execute the same commands directly on the servers
too, therefore reducing the additional risk posed by the e-Messaging web browser interface to
almost zero.
remoteservice.properties file
Commands specified for calling Data Flow Plans, DOC1 Generate and Post Process Commands
from e-Messaging are only executed if they match the patterns specified in the
remoteservice.properties file.
During e-Messaging set-up an administrator can set the acceptable execution parameter(s) for
Data Flow Plans, DOC1 Generate and Post Process Commands.
Data Flow Example
For Data Flow, the administrator could enter the following values in the
remoteservice.properties file*:
allowed.command.dfs=sarun,sarun.exe,C:\\PathTo\\Sagent\\sarun.exe,C:\\PathTo\\Sage
nt\\sarun
The e-Messaging solution parses the command entered in the Edit Data Flow web
interface to check that it starts with one of the items on this list and raises a validation
error if there is no match.
60
DOC1 Generate Example
For DOC1 Generate, the administrator could enter the following values in the
allowed.command.doc1=doc1gen,doc1gen.exe,doc1emfe,doc1emfe.exe,C:\\PathTo\\doc
1gen.exe,C:\\PathTo\\doc1gen,C:\\PathTo\\doc1emfe.exe,C:\\PathTo\\doc1emfe,d:\\Pa
thTo\\doc1gen.exe,d:\\PathTo\\doc1gen,d:\\PathTo\\doc1emfe.exe,d:\\PathTo\\doc1e
mfe
The e-Messaging solution parses the command entered in the Edit DOC1 web interface
to check that it starts with one of the items on this list and raises a validation error if
there is no match.
Post Process Command Example
For the Post Process Command, the administrator could enter the following values in the
allowed.command.postdoc1=perl,perl.exe,php.exe,php,c:\\perl\\perl.exe,c:\\perl\\perl,c:\
\php\\php.exe,c:\\php\\php,*.cmd
The e-Messaging solution parses the
Post Process Command entered in the L ALL VALUES SPECIFIED IN THE
REMOTESERVICE.PROPERTIES FILE ARE NOT CASE
Edit DOC1 web interface to check that it SENSITIVE. HOWEVER, YOU WILL NEED TO ESCAPE
starts with one of the items on this list ANY BACK SLASH CHARACTER YOU MAY USE (I.E.
and raises a validation error if there is USE TWO BACK SLASHES “\\” TO ESCAPE A SINGLE
no match. BACK SLASH “\”).
For Super Users

The same Data Flow Settings page is shown
except that a Filter by Vendor dropdown list L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE DATA FLOW PLANS ASSOCIATED
menu is displayed with the initial data flow WITH THE SELECTED VENDOR ARE DISPLAYED
list filtered by the first vendor in the vendor AUTOMATICALLY. OTHERWISE, YOU NEED TO CLICK
list. Super Users can maintain data flow THE SEARCH ICON TO TRIGGER THE CHANGE IN
settings for all vendors. THE LIST OF DATA FLOW PLANS DISPLAYED. ONCE
THE VENDOR HAS BEEN SELECTED AND THE LIST
| To view Data Flow Plans for other OF DATA FLOW PLANS DISPLAYED, THE SUPER
vendors: Select a vendor from the Filter by USER CAN THEN PROCEED TO CREATE OR EDIT
Vendor dropdown list menu. DATA FLOW PLANS SIMILAR TO A REGULAR USER
AS DISCUSSED ABOVE.
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DOC1 templates
The DOC1 Settings page allows you to control DOC1 production jobs from the e-Messaging
application. The purpose of interfacing with DOC1 is to provide a content composition
service, particularly for hosted customers, who would generally not own DOC1. Only users
with Edit DOC1 privilege belonging to a vendor that has enabled DOC1 can access this page.
| To view the DOC1 Settings page: Select Home / Operational Settings / DOC1 Settings.
Click to view details of

Enter search criteria for the last user who edited
DOC1 Applications and the DOC1 application.
click the Search icon to
display new search.
Click to edit DOC1

Application.
Click to display
Scheduled Jobs using
Click to add DOC1 the DOC1 application.
Application.
This page is automatically filtered to list all DOC1 applications associated with the vendor to
| To filter the displayed DOC1 application list: In the DOC1 Settings page, enter a DOC1
Application Name value in the search field to produce a more specific result list. Click the
icon to view search results.

may opt to type just the first few letters of
your search. A text is considered to match the
BROWSER, THE DOC1 APPLICATIONS ASSOCIATED
WITH THE ENTERED SEARCH CRITERIA ARE
search string if the search string is found at DISPLAYED AUTOMATICALLY. OTHERWISE, YOU
the start of the target text. The search NEED TO CLICK THE SEARCH ICON TO TRIGGER
function is not case sensitive. THE CHANGE IN THE LIST OF DOC1 APPLICATIONS
DISPLAYED.
edited the DOC1 application entry: Click
on the username link under the Last Edit by column in the DOC1 Settings page. This will open
the User Details page in a popup window.
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| To view the scheduled runs using a DOC1 application: Click the button in the Used
By column in the DOC1 Settings page. This will redirect you to the Schedule Jobs Settings page.
| To associate a new DOC1 Application: Click the Add button in the DOC1 Settings page.
You will be directed to the DOC1 Application Entry page where you can fill up the following
fields:
DOC1 Application Entry page
Name Specify a name for the template.
Description Provide a description of the template here.
DOC1 Command Enter a DOC1 Command value, remember that the DOC1 Server may be residing on a
different server to e-Messaging. The value will be executed as a command-line
process in the DOC1 server.
You can specify the following in the DOC1 Command field:
DOC1-generate executable – (e.g. doc1gen.exe), provide the full path leading to

the executable that is relative to the DOC1 server's folder structure. Alternatively,
the PATH environment variable can be updated to include the full path.
HIP file location – provide the full path leading to the file, relative to the DOC1
server's folder structure.
OPS file – provide the full UNC path to the OPS file. This allows e-Messaging to
remotely access the specified file to read its content.
The e-Messaging Scheduled Jobs process will update the inputs and outputs specified
in the OPS file to reflect temporary directories created by the e-Messaging solution.
It does this in order to manage concurrent DOC1 jobs
A sample command would be:

doc1gen C:\doc1\Sample.hip ops=\\doc1server\doc1\Sample.ops
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(continued) DOC1 Application Entry page
Post Process Command Assign a value in this field if you wish to run a command after the DOC1 Generate
completes.
When entering the Post Process Command, remember that the script called may reside
on the DOC1 server, which might be different to the e-Messaging server. The Post
Process Command value will be executed as a command-line process on the DOC1
server.
You can use any scripting language (e.g. Java, Perl, PHP, Ruby) for a post process
command, as long as an interpreter for the chosen language is present in the DOC1
server. When specifying the script interpreter, provide the full path leading to the
executable, relative to the DOC1 server's folder structure. Alternatively, the PATH
environment variable can be updated to include the full path.
Since the Post Process Command deals with DOC1 output, e-Messaging provides static
parameter values for your script as a "fill-in" for the e-Messaging folders holding the
DOC1 output. Before execution, these static parameters will be replaced with actual
UNC paths to the e-Messaging folders.
For the Post Process Command the following static parameters can be specified:
_DIJ_ – to be replaced with the DIJ filename, including its full directory path
Folder_HTML – to be replaced with the folder where DOC1 outputs HTML files
Folder_Text – to be replaced with the folder where DOC1outputs the text files
(linedata or text journal files)
Folder_Attach1 – to be replaced with the folder where DOC1 outputs the PDF files
for Attachment 1 specified in the Outbound Profile.
Folder_Image – to be replaced with the folder where image files are stored for the
Outbound Profile that is called after the DOC1 job successfully completes.
When writing the script file, be careful when accepting input parameters containing
back slashes; use escapes when needed (e.g.: use "\\" to escape "\").
64
(continued) DOC1 Application Entry page
Output Alias The value assigned here would correspond to an Output Alias defined in the DOC1
Publication / HIP file. In the e-Messaging generated (or modified) OPS file, this will
correspond to an Output Alias name in one output line.
DOC1 Output The value you select here would correspond to the output put device selected for
this Output Alias in the DOC1 Publication / HIP file. In the e-Messaging generated
OPS file, this will correspond to the file extension for the output line as well as the
OPS file subsection where the output line will be placed. The rules are:
If "DIJ", place in "<DIJ>" sub-section in the OPS, default extension is "jrn".
If "Journal", place in "<Journal>" sub-section, default extension is "jrn".
If "eHTML", place in "<Output>" sub-section, default extension is "%2.html".
If "HTML", place in "<Output>" sub-section, default filename is "xml" (multiple

output files).
If "PDF", place in "<Output>" sub-section, default extension is "pdf".
If "TEXT", place in "<Output>" sub-section, default extension is "txt".

Message Type In the e-Messaging generated OPS file, this value will be mapped to a corresponding
e-Messaging folder. This will specify where DOC1 will place its generated files.
For each Output Alias in the DOC1 Publication, DOC1 Output, and Message Type combinations
need to be specified. These will be used when generating or updating output pathnames in
the OPS file.
For example, suppose you would like to output the line below in the OPS file, <Output>
Output2=\\emsgserver\vendors\Vendor_A\OutProfiles\OutProfile\attach1\1.pdf
The following values should be added as an

Output record: L IF THE USER SPECIFIED AN OPS FILE IN THE
DOC1 COMMAND, ANY FILENAME DEFINED IN AN
OUTPUT LINE WILL OVERRIDE THE DEFAULT
• Output Alias – "Output2"
E-MESSAGING-GENERATED FILENAME. EXAMPLE:
• DOC1 Output – "PDF" as this is the type IF THE USER SPECIFIED AN EXISTING OPS FILE
of the property WITH "OUTPUT2" HAVING A FILENAME OF
"SAMPLE.PDF", THIS FILENAME WILL BE RETAINED
• Message Type – "PDF Attachment 1" as IN THE E-MESSAGING-GENERATED OPS.
this will place the output PDF file to the IF NO OPS FILE IS SPECIFIED IN THE DOC1
e-Messaging attachment 1 folder COMMAND LINE THEN E-MESSAGING WILL NAME
THE FILES BASED ON THE E-MESSAGING
To add a newly entered output, click Add. You SCHEDULED JOB ID THAT CALLS DOC1.
can also remove a specific output record by
clicking on its Remove button.
65
Click the Save button to save the entries and the Cancel button to disregard all entries. Either
action will redirect you to the DOC1 Settings page.
| To edit an existing DOC1 Application: Click the DOC1 Application link you want to
edit in the Name column of the DOC1 Settings page. This will redirect you to the DOC1
Application Entry page, pre-populated with the selected DOC1 Application's information. Edit
the field values. Click the Save button to save the entries and the Cancel button to disregard all
changes. Either action will bring you back to the DOC1 Settings page.
For Super Users

The same DOC1 Settings page is shown
BROWSER, THE DOC1 TEMPLATES ASSOCIATED
menu is displayed with the initial DOC1 WITH THE SELECTED VENDOR ARE DISPLAYED
applications list filtered by the first vendor in AUTOMATICALLY. OTHERWISE, YOU NEED TO CLICK
the vendor list. Super Users can maintain THE SEARCH ICON TO TRIGGER THE CHANGE IN
DOC1 application settings for all vendors. THE LIST OF DOC1 TEMPLATES DISPLAYED. ONCE
| To view DOC1 applications for other OF DOC1 TEMPLATES DISPLAYED, THE SUPER
vendors: Select a vendor from the Filter by USER CAN THEN PROCEED TO CREATE OR EDIT
Vendor dropdown list menu. DOC1 TEMPLATES SIMILAR TO A REGULAR USER
AS DISCUSSED ABOVE.
Scheduled jobs
The Scheduled Jobs page of e-Messaging provides customers, particularly hosted customers, the
possibility to manage sending outbound messages themselves -using Data Flow Plans and
DOC1 Templates that have been setup for them previously. Furthermore it allows licensed
customers to schedule the sending of messages - thereby allowing them to select a time when
the network is quiet for example.
Only users with a role having a Send Jobs privilege belonging to a vendor that has at least one
Outbound Profile setup may access this page.
66
| To view the Scheduled Jobs page: Select Home / Operational Settings / Scheduling.

Scheduled Jobs and click
search button
Search icon to to
display
display
new
new search
search results.
results.
Click to view details of the
Scheduled Job.
Click to edit Displays status of

Scheduled Job. scheduled job.
Click to schedule
new job.
This page is automatically filtered to list all Scheduled Jobs associated with the vendor to
Job Status can be any of the following:

• Pending if the job has not yet started
• Running if the job has started processing
• Completed Success if the job was able to successfully complete its processing
• Completed with Errors if the job encountered an error while processing.
| To filter the displayed Scheduled Jobs list: Enter Scheduled Job Name, Version and Date or
any combination of the three values in the search field to produce a more specific result list.
Click the icon to view search results.

may opt to type just the first few letters of L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE SCHEDULED JOBS ASSOCIATED
your search. A text is considered to match the WITH THE ENTERED SEARCH CRITERIA ARE
search string if the search string is found at DISPLAYED AUTOMATICALLY. OTHERWISE, YOU
the start of the target text. The search NEED TO CLICK THE SEARCH ICON TO TRIGGER
function is not case sensitive. THE CHANGE IN THE LIST OF SCHEDULED JOBS
DISPLAYED.
edited the Scheduled Job entry: Click on the username link in the Last Edit by column. This
will open the User Details page in a popup window.
67
| To create a Scheduled Job: In the Schedule Jobs page click the Schedule New Job button.
You will be directed to the Scheduled Jobs Entry page.
Specify the following information for the Scheduled Job.
Scheduled Jobs Entry page
Name Enter a Scheduled Job identifier.
Version The auto-generated value found in this field is the version number of the Scheduled
Job.
Description Describe the Scheduled Job in this field.
DFS Plan Specify if a Data Flow Server (DFS) command will be executed as part of this batch
job. The DFS commands are maintained in the Data Flow Settings page. If you choose
from the dropdown list, you will also need to choose a corresponding DOC1 Template
value as it is assumed that the DFS command output will serve as input to the
DOC1Generate command.
DOC1 Template / Allows you to specify if a DOC1Generate command will be executed in this batch
Application job. The DOC1Generate commands are maintained in the DOC1 Settings page.
OutProfile Specify the Outbound Profile this Scheduled Job will use to send, track and archive
messages.
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(continued) Scheduled Jobs Entry page
Start Date & Time Enter the date and time when the Scheduled Job is to run and specify the time zone
too. When possible the default time zone is set to that of your web browser.
Otherwise it is set to the default specified in the Vendor Environment settings.
Entering a past date/time is not allowed.
Upload File or Specify The batch job expects an input file to be provided which will be processed on the
Location scheduled run. Three possible file types can be specified:
Data Flow Plan input file – this is expected if a DFS Plan value specified.
DOC1-generate input file – this is expected if a DOC1 Template value was specified
without a preceding DFS Plan.
Journal file – this is expected if no DFS Plan and no DOC1 Template values were
specified
You can upload the input file from your local

machine by using the Browse button in the Upload
File section.
An alternative is to specify a file at a location that is

accessible by the server hosting the e-Messaging
application. To do this, click on the Specify Location Click the Specify
Location link to point
link beside Upload File. An input field will be to a server location.
provided where you can specify the full path leading
to the input file. Remember that the path you enter should be relative to the server's
folder structure. You may use UNC to specify the file location.
action will redirect you to the Scheduled Jobs page.
| To edit an existing Scheduled Job: Click the Scheduled Job link you want to edit in the
Name column of the Scheduled Jobs page. This will redirect you to the Scheduled Jobs Entry page,
pre-populated with the selected Scheduled Job's information. Edit the field values. Click the
Save button to save the entries and the Cancel button to disregard all changes. Either action
will redirect you back to the Scheduled Jobs page.
You can only select a Scheduled Job with "Pending" status as you can no longer edit batch
jobs which had started running or has already completed (on success or error).
| To copy a Scheduled Job: Click the Scheduled Job link you want to copy under the Name
column of the Scheduled Jobs page. The Job Status must not be "Pending". This will redirect you
to the Scheduled Jobs Entry page, pre-populated with the selected Scheduled Job's information
and version number incremented by one. Note that you are not editing the selected
69
Scheduled Job, but creating a new one with information cloned from a previous version.
Update the field values as needed. Click the Save button to save the entries and the Cancel
button to disregard all entries. Either action will redirect you to the Scheduled Jobs page.
For Super Users

The same Scheduled Jobs page is shown except that a Filter by Vendor dropdown list menu is
displayed with the initial Scheduled Jobs list filtered by the first vendor in the vendor list.
Super Users can maintain Scheduled Job settings for all vendors.
| To view Scheduled Jobs for other

vendors: Select a vendor from the Filter by L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE SCHEDULED JOBS ASSOCIATED
Vendor dropdown list menu. WITH THE SELECTED VENDOR ARE DISPLAYED
AUTOMATICALLY. OTHERWISE, YOU NEED TO CLICK
THE SEARCH ICON TO TRIGGER THE CHANGE IN
THE LIST OF SCHEDULED JOBS DISPLAYED. ONCE
OF SCHEDULED JOBS DISPLAYED, THE
SUPER
USER CAN THEN PROCEED TO CREATE OR EDIT
SCHEDULED JOBS SIMILAR TO A REGULAR USER AS
DISCUSSED ABOVE.
Content Categories
The Content Categories pages allow e-Messaging users to define and maintain content
categories so that inbound messages can be segmented and routed based on their content.
The Content Categories page may only be accessed by users with the Teach Classifier privilege
associated to their role belonging to a vendor that has Message Categorization enabled.
| To view the Content Categories page: select Home / Operational Settings / Content
Categories.
This page automatically filters Content Categories associated with the vendor to which the
current user belongs to. The two main functions on this page are displayed / hidden using an
"accordion style". The two functions provided are:
70
• Categorize Messages to Teach e-Messaging's Auto Classifier
• Define Content Categories for a given Vendor
Either of the bars can be clicked to expand or close the specified settings. If one bar is clicked
while the other section is open then the other section will close before the selected section is
opened. Depending on where (URL) a user is navigating from, the "Categorize Messages"
section might be pre-selected.
Define Content Categories

Click the Define Content Categories bar to define content categories for your organization /
vendor.
The first part of this page section lists Content Categories that have been defined for your
organization / vendor and allows new Content Categories to be defined. The table rows can be
sorted by clicking on their headings. By default Content Categories are sorted by Name in
ascending order.
| To create Content Categories: Enter a name and a description for the new Content
Category and click Save.
71
| To edit a Content Category: Click the Content Category link you want to edit in the
Name column. This will turn the Content Category settings into a pre-populated editable form
for you to edit and Save. It is not possible to delete Content Categories, however, Content
Categories that are no longer required can be deactivated by deselecting the Active checkbox.
In order to specify which users may prepare responses to messages of a particular category,
click the Associate Users with Content Categories link. This opens the following page:
This page lists users and user groups from your organization / vendor who are allowed to
prepare responses to inbound messages belonging to the different Content Categories that
have been define above. The table rows can be sorted by clicking on Name column heading. By
default users and user groups are listed in ascending order, with user groups first.
| To grant users permission to respond to messages of a particular category: Select a

user name or user group name from the dropdown or alternatively search for the user with the
search function. Use the checkboxes to select the Content Categories that the user or user
group is allowed to prepare response messages for and click Add. Selecting the checkbox for
All selects all Content Categories.
72
| To edit Content Categories associated with a user or group: Click the Name link you
want to edit in the Name column. This will turn the Content Categories associated with that
name into a pre-populated editable form for you to edit and Save. It is also possible to remove
a user or groups associations to Content Categories altogether by clicking the Remove button.
Click the Back to Content Categories URL to return to the Content Categories page.
| Initial Learning: When Initial Learning is Active all inbound messages processed by
e-Messaging are queued to be manually categorized by the Categorize Messages to Teach
e-Messaging's Auto Classifier section of this page prior to entering the subsequent Workflow
Stages. It is only advisable to enable Initial Learning when you have a suitably sized team
available to manually categorize inbound messages at approximately the same speed as your
organization expects to receive and process messages in e-Messaging. Otherwise your
organization may suffer from the delays caused in the creation of subsequent workflow items
in e-Messaging. For example, if Initial Learning is enabled, then messages will not be available
on the e-Messaging Workflow Response page until they have been manually categorized. Even
when ““Initial Learning” is disabled it is still possible to teach the classifier by either:
• Using the “Categorize Messages” section of this page to categorize messages that are
already in the workflow (at whatever workflow stage) provided the workflow items are not
locked by other users.
• By allocating messages to a particular category via the Conversion, Index, Respond, View
or Overview workflow pages.
When you have finished creating or editing Message Categorization settings click Save to save
and activate your settings in e-Messaging or Cancel to cancel your entries. Either way, you will
be redirected to the e-Messaging Home page.
73
Categorize Messages to Teach e-Messaging's Auto Classifier
Click the Categorize Messages to Teach e-Messaging's Auto Classifier bar to manually
categorize messages or change the category with which messages are currently associated.
The displayed page provides a list of messages including the fields in the table below. The table
rows can be sorted by different criteria by clicking on the column headings. The Number of
messages awaiting manual classification represents the number of messages at workflow stage
0.
Common fields for message pages
From The ‘From’ address in the e-mail header or the mobile number that originated the
SMS.
To Displays first recipient with a link to display other recipients in new window.
Subject E-mail subject.
Date Date when e-mail was received.
Workflow Stage Displays the current workflow stage of the message. Hovering over the Workflow
Stage displays a description of the Workflow Stage as a tooltip.
74
(continued) Common fields for message pages
Inbound Profile The name of the Inbound Profile that is processing the message.
Category The name of the Content Category with which the message has been associated. This
is displayed as a URL link to a page that will allow you to update the Content
Category.
| To filter records based on a search parameter: Click Search dropdown list and select a
parameter. Enter search criteria in the For field and then click the Search icon.
The search parameters available for this page

are: L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE MESSAGES ASSOCIATED WITH THE
From – search for messages having a SUPPLIED SEARCH CRITERIA ARE DISPLAYED
sender address starting with the AUTOMATICALLY. OTHERWISE YOU NEED TO CLICK
specified value THE SEARCH ICON TO TRIGGER THE CHANGE IN
THE LIST OF MESSAGES DISPLAYED.
To – search for messages having a
recipient e-mail starting with the specified value
Subject – search for messages having a subject starting with the specified value
Date – search for messages having a send date matching the specified date
Workflow Stage – search for messages at a particular stage in the workflow
Inbound Profile – search for messages processed by a particular Inbound Profile
Category – search for messages associated with a particular Content Category
The “Undefined” category is applied to:

• Workflow items for messages that were created prior to e-Messaging content
classification being enabled.
• Other Workflow items that have not yet been categorized
75
A message’s suggested category can be confirmed or changed by clicking on the category URL.
This opens the Categorize Page described below.
This page can be accessed in 3 ways:

• Users who have the “Teach Classifier” function associated with their role can access this
page by clicking the category URL for one of the messages on the list on the “Categorize
Messages to Teach e-Messaging's Auto Classifier” page.
• Users who have access to the Workflow Respond or Workflow Overview pages can access
this page by clicking the category URL for one of the workflow items listed on either of
these pages.
• Accessing the Workflow URL that is provided in the external XML file based workflow
objects for integration with third party workflow solutions.
76
From Displays the ‘From’ address in the e-mail header or the mobile number that
originated the message
To Shows the first recipient with a link to display the rest in a new window.
CC Displays first copied recipient with a link to display the rest in a new window.
Date Displays the date when the e-mail or SMS was received.
Expiry Date Displays the message expiry date. Displayed if user has Workflow Expire permission
included in their role.
Subject Displays the e-mail subject.
Size Displays the e-mail size, in KB.
Part Displays the part from the Message Part Index record.
Description Displays the system generated description from the Message Part Index record. This
is a text input field equal to the e-mail’s Subject value or in the case of an attachment
the name of the attachment.
Content-type Displays the content-type of the message part.
Size Displays the size of the message part.
View Displays the message part content in the iFrame at the bottom of the page.
Message Category The drop-down lists the message content categories which have been set-up for the
Vendor to which you belong. The currently allocated category is pre-selected. The
currently allocated category could have been allocated by an e-Messaging user or by
the e-Messaging content classifier.
| To view one of the message parts: Click icon in the View column.
| To confirm or change a message’s allocated category: Select the Content Category you
would like to allocate to the message and click the Categorize button.
77
For Super Users
The same Categorize Messages page is shown
except that a Filter by Vendor dropdown
menu is displayed with the initial Content
BROWSER, THE CONTENT CATEGORIES
ASSOCIATED WITH THE SELECTED VENDOR ARE
Categories list filtered by the first vendor in DISPLAYED AUTOMATICALLY. OTHERWISE, YOU
the vendor list. Super Users can maintain NEED TO CLICK THE SEARCH ICON TO TRIGGER THE
Content Categories settings for all vendors. CHANGE IN THE LIST OF CONTENT CATEGORIES
DISPLAYED. ONCE THE VENDOR HAS BEEN
| To view / update Content Categories SELECTED AND THE LIST OF CONTENT CATEGORIES
for other vendors: Select a vendor from DISPLAYED, THE SUPER USER CAN THEN PROCEED
the Filter by Vendor dropdown list menu. TO CREATE OR EDIT CONTENT CATEGORIES
SIMILAR TO A REGULAR USER AS DISCUSSED
ABOVE.
78
Inbound profiles
The Inbound Profiles page allows e-Messaging users to maintain Inbound Profiles for the
e-Messaging application. Only users with Edit Inbound Profiles privilege belonging to a vendor
that has an associated Inbound Gateway (e.g. POP3, IMAP, SMSi) can access the page.
| To view the Inbound Profile page: select Home / Operational Settings / Inbound Profiles.

Inbound Profiles and click
Search icon to display
new search results.
Click to edit Inbound

Click to view details of
Profiles.
Click to add Inbound the last user who edited
Profiles. the Inbound Profile.
This page is automatically filtered to list all Inbound Profiles associated with the vendor to
| To filter the displayed Inbound Profile list: Enter Inbound Profile Name, Version and Date
or any combination of the three values in the search field to produce a more specific result
list. Click the icon to view search results.
When entering the search criteria value, you may opt to type just the first few letters of your
search. A text is considered to match the search string if the search string is found at the start
of the target text. The search function is not case sensitive. For example, instead of typing
"Inbound Mail" in the InProfile Name field, you may only type "in". The results of this search
will be a list containing "InboundMail" and "InboundSMS".
You can narrow down your search further by

entering a Date criterion. The date filter field L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE INBOUND PROFILES ASSOCIATED
only accepts the following date formats: WITH THE ENTERED SEARCH CRITERIA ARE
(YYYY/MM/DD or YYYY-MM-DD). However, DISPLAYED AUTOMATICALLY. OTHERWISE, YOU
it also supports partial text search such as Y, NEED TO CLICK THE SEARCH ICON TO TRIGGER
YY, YYY, YYYY, YYYY/M, YYYY-MM-D etc.) THE CHANGE IN THE LIST OF INBOUND PROFILES
DISPLAYED.
| To view the details on the last user who edited the Inbound Profile entry: Click on
the username link under the Last Edit by column. This will open the User Details page in a
popup window.
79
| To create Inbound Profiles: Click the Add button in the Inbound Profiles page. This will
redirect you to the Inbound Profile Settings page. You may need to scroll down to view the other
parts of the page.
Enter the appropriate values in the following fields:
InProfile Name and Description section
Name Enter a valid directory name without spaces in this field. The name of the Inbound
Profile will be used to associate an e2 Vault profile (in profiles.ini), if archiving is
enabled. This must be configured in the FileMap section of profile.ini in the e2 Vault.
Refer to the e2 Vault Reference Guide for further details.
Generate Path Names Click this button to update the directories that e-Messaging will use to process
content for this Inbound Profile. Note that, the directories are not actually created
until you save the Inbound Profile.
Version This field will be auto-incremented if there are changes found after editing a profile.
Note that when the profile is simply enabled or disabled (by ticking or un-ticking
the Active checkbox), the version will not be incremented.
Description Enter a short description of the Inbound Profile.
80
Message Processing Settings section
Gateway Select from the Gateway dropdown menu. Note that this dropdown is populated
based on gateways associated with the vendor to which the logged in user belongs.
You can click on the Description of selected Gateway link beside the dropdown to
see further details. This will open the Gateway Description page. Note that this link
will not be available if JavaScript is disabled in the browser.
E-mail account If the Gateway selected is not a SMSi Gateway type, then this field is visible. This is
the e-mail address to process messages from.
SMS API ID If the Gateway selected is a SMSi Gateway type, then this field is visible. Enter the
API ID required to send messages through the Clickatell SMS gateway.
Password / Confirm Enter the password to access the E-mail Account twice to confirm validity. This field is
Password not required if the Gateway selected is of type "SMSi".
Folder Error This is automatically generated by the Generate Path Names button. The actual
directories will be created when the Inbound Profile is saved.
DNS Checking Specifies whether e-Messaging should perform a DNS check on the hostname part of
e-mail address for MX record. If no MX record is found (meaning host does not
support e-mail), the system will delete the message without further processing.
Referenced Images Specifies whether inbound HTML-formatted messages should download external
images. This field is not required if the selected Gateway is of type "SMSi".
Delete Duplicates Specifies whether e-Messaging should check for duplicate messages already archived
before archiving new messages. This allows the system to archive a given message
only once, even if there are multiple recipients.
Workflow Settings section
Workflow Conversion Enables workflow conversion processing for this Inbound Profile. The entry is
required if Conversion to PDF is enabled.
Workflow Indexing Enables use of Workflow functions for indexing messages. The option must be
selected if archiving is enabled in the Archive Format setting below.
Workflow Bounced Enables use of Workflow functions for processing bounced message reports. This
feature should be disabled for Inbound Profiles that are configured for the archiving
of user originated messages and enabled for those that handle bounce messages
resulting from e-mail messages sent by e-Messaging.
81
(continued) Workflow Settings section
Auto Close Temp Bounces Select this option if this Inbound Profile is to automatically close Workflow Items
that result from temporary bounce messages after 7 days.
Important Note: Inbound Profiles must be exclusively configured to process either delivery status notifications
or messages generated by end users. Hence it is not possible for the same Inbound Profile to have both
Workflow Bounced and Workflow Respond enabled. Applying this restriction to Inbound Profiles vastly expands the
range of delivery status notifications that e-Messaging is able to interpret. Inbound Profiles with
Workflow Bounced enabled are generally intended to process delivery status notifications sent to the addresses
specified in the Return-path Address and Errors-to Address of an e-Messaging Outbound Profile.
Workflow Respond Enables workflow feature for processing responses to inbound messages. This feature
should be disabled for Inbound Profile that are configured to archive delivery status
messages (e.g. bounce messages) and enabled for those that handle inbound
messages needing to be addressed by customer service or call center agents. This
setting enables the Respond Using option in the built-in workflow.
Respond Using Configures the link behind the Respond button in the workflow screens. The Local
E-mail Client option opens the desktop's default e-mail client with the "To" and
"Subject" fields populated. The Business System option opens the URL of Business
System text field.
URL of Business System Enter the URL of the Business System that the Respond button in the e-Messaging
Workflow user interface should link to generate e-mail responses.
Append Workflow Item ID Specifies if the URL of the Business System should have WorkflowItem ID appended to
it so that sending a response message through the e-Messaging solution can update
or close Workflow Items automatically.
Message Categorization Enables the content based message categorization feature for message processed by
this Inbound Profile.
Auto Close Out of Office Select this option if workflow items relating to Out of Office messages are to be
Messages automatically closed instead of requiring a response. If selected, Out of Office
messages will still get archived based on the Workflow Convert, Workflow Index and
Archive Format settings specified in this Inbound Profile. e-Messaging detects Out of
Office messages based on the text that appears in the subject line of an inbound
message. The text against which e-Messaging performs this check is configurable in
the inbound-observer.properties which is described in the e-Messaging Reference
Guide.
82
e2 Vault Settings section
Archive format Specifies the format to archive content in. Options include:
Nothing (bounce message processing only)
Complete Original Message Only
Original Parts & Complete Original
Original Parts (ZIP extracted) & Complete Original
Converted Parts – PDF & Complete Original
Original Parts only
Original Parts – ZIP content extracted only
Converted Parts – PDF only

Skip Conversion For Enables content conversion for content type text/plain and text/html to be skipped.
Note that HTML will still get converted to MHT format prior to archiving. Skipping
conversion for these formats will greatly increase the speed at which e-Messaging
can prepare messages for archiving.
Check Conversion Enables manual checking (in workflow) of the converted content prior to archiving.
Skip Archiving For Prevents archiving of SMS delivery status messages. Note: Delivery status records will
still get updated for reporting.
e2 Web URL Enter the base URL to an e2 Service web interface (e.g.
http://somehost.com/e2/interface.plx?db=default). This may be used in the URL
that gets inserted into workflow objects for the processing of messages in external
systems but may be left blank.
Base Primary Index On Defaults to From Address setting, unless ad-hoc messages are being sent from a
generic service address (e.g. CustService@company.com). In this case, perform
primary indexing based on To Address.
Load Frequency Enter time to wait (in seconds) before batching content up for archiving.
Auto Index Setting Select level of index automation / verification required. Options available are: Never,
On single address match and On single name match.
Default Expiry Date Set the length of time (in months) to keep content processed with this Inbound
Profile. Enter "0" to keep content indefinitely.
Folder Download Specify e2 Vault Server's download folder. Mapped drives or UNC may be used to
specify download folder on remote server.
83
(continued) e2 Vault Settings section
Render Address Enter DNS name or IP address of the e2 Render Server that may be used for e2 API
lookups. e-Messaging will use this to perform its auto / minimum click indexing of
messages
Render Port Specify the TCP/IP port on which the e2 Render Server is configured to listen. This
is 6003 by default.
e2 DB Lookup Specify the e2 Vault database used to perform index lookups.
MessageID Index Specify the index number (IndexX=….) set for the MessageID index in the e2 Vault
Server's profile.ini. See the e2 Vault section of the e-Messaging Reference Guide and
the Custom Indexing section of the e2 Vault Reference Guide for further details.
Cpointer Index Specify the index number (IndexX=….) that can be used to look up and retrieve
messages from e2 Vault using the Content pointer indexes. See Glossary and the
e2 Vault section of the e-Messaging Reference Guide for further details.
E-mail Index Specify the index number (IndexX=….) that can be used to look up and retrieve
index lists from e2 Vault using the customer's E-mail indexes. Required entry if
GatewayType is IMAP or POP3 and archiving is enabled in the Inbound Profile
Name Index Specify the index number (IndexX=….) that can be used to look up and retrieve
index lists from e2 Vault using the customer's Name indexes.
MSISDN Index Specify the index number (IndexX=….) that can be used to look up and retrieve
index lists from e2 Vault using the customer's mobile phone number indexes.
Required entry if GatewayType is SMSi and archiving is enabled in the Inbound
Profile.
Account Number Index Specify the index number (IndexX=...) that can be used to look up and retrieve
messages from e2 Vault using the Account Number indexes.
Address Index Specify the index number (IndexX=...) that can be used to look up and retrieve
messages from e2 Vault using the Address indexes.
For the Associate Users with this InProfile section, you can associate users or groups with
permissions relative to the Inbound Profile. Click the > button for single selections or click on
the >> button to select all users and groups. Alternatively, clicking the < or << buttons will
"unselect" the users/groups from the specific permission. Detailed below are the fields found
in this section.
Associate Users with this InProfile section
“Edit Inbound Profiles” Allows the specified user(s) to edit this Inbound Profile.
Permissions
84
(continued) Associate Users with this InProfile section
“Workflow Convert” Allows the specified user(s) to manage workflow conversion for this Inbound Profile.
Permission
Compulsory Note Select this check box to make it compulsory for the workflow user to enter a note
when completing above workflow stage.
"Workflow Index" Permission Allows the specified user(s) to manage indexing for messages archived by this
Inbound Profile.
when completing above workflow action.
"Workflow Close" Permission Allows the specified user(s) to manage responding to and closing workflow objects
for this Inbound Profile. If the message content categorization feature is enabled
then as users or groups are given “Workflow Close” permission an overview is
provided of what content categories the associated users are linked to. If Workflow
Respond is enabled for this Inbound Profile then you should ensure users or groups
are associated for each of the content categories you expect to be processed by this
Inbound Profile.
You can search for users or groups you wish to allocate Workflow Close” permission
and click the Add to add them or Remove to remove them.
when completing above workflow action.
85
(continued) Associate Users with this InProfile section
"Workflow Manager" Allows the specified user(s) to:
Permission • Be alerted by other workflow users associated with this Inbound Profile.
• Unlock workflow items that have been locked by other workflow users
within this Inbound Profile.
• Rollback workflow items processed by this Inbound Profile to a previous
workflow stage.
"WorkflowBounce" Allows the specified user(s) to manage workflow for bounced messages processed by
Permission this Inbound Profile.
"View Reports" Permission Allows the specified user(s) to view reports on messages processed by this Inbound
Profile.
Active Select Active status when you want to enable message handling for the specified
account on the designated gateway.
action will redirect you back to the Inbound Profiles page.
| To edit an Inbound Profile: Click the Inbound Profile link you want to edit in the Name
column. This will redirect you to the Inbound Profiles Settings page, pre-populated with the
selected Inbound Profile's information. Edit the field values. Click the Save button to save the
entries and the Cancel button to disregard all changes. Either action will redirect you to the
Inbound Profiles page.
For Super Users
The same Inbound Profiles page is shown

BROWSER, THE INBOUND PROFILES ASSOCIATED
menu is displayed with the initial Inbound WITH THE SELECTED VENDOR ARE DISPLAYED
Profiles list filtered by the first vendor in the AUTOMATICALLY. OTHERWISE, YOU NEED TO CLICK
vendor list. Super Users can maintain THE SEARCH ICON TO TRIGGER THE CHANGE IN
Inbound Profile settings for all vendors. THE LIST OF INBOUND PROFILES DISPLAYED. ONCE
| To view / update Inbound Profiles for OF INBOUND PROFILES DISPLAYED, THE SUPER
other vendors: Select a vendor from the USER CAN THEN PROCEED TO CREATE OR EDIT
Filter by Vendor dropdown list menu. INBOUND PROFILES SIMILAR TO A REGULAR USER
AS DISCUSSED ABOVE.
86
User management settings
The User Management Settings sub-menu of e-Messaging allows you to configure users
belonging to a vendor (depending on your privileges) and your own user details.
Vendor-wide user management

You can manage the users for a vendor through the Manage User page. The Manage User page
allows you to create a new user or edit existing user details. Only users with the Manage User
privilege associated with their role can access this page.
| To view the Manage User page: Select Home / User Management / Manage User.
Enter the search criteria for the

user and click the search icon to
display the results.
Click a username
to edit the user
details.
This page is automatically filtered to list all users associated with the vendor to which the
current user belongs to.
| To filter the displayed users list: Enter

the Username, First Name, Surname, Role and L THE SEARCH FUNCTION IS NOT CASE SENSITIVE
AND YOU MAY OPT NOT TO TYPE THE WHOLE
Active Status or any combination of the five WORD IN YOUR SEARCH CRITERIA. FOR EXAMPLE,
values in the search field to produce a more WHEN YOU TYPE “A” IN THE USERNAME SEARCH
specific result list. Click the icon to view FIELD, THE SEARCH RESULT WILL DISPLAY A LIST
search results. OF USERNAMES WITH THE LETTER “A” LIKE

“COMPANY_A”, “RWILLIAMS” AND “TANDERSON”.
87
You can narrow down your search by
selecting from the Role dropdown menu. You L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE USERS ASSOCIATED WITH THE
may also search by active user status by ENTERED SEARCH CRITERIA ARE DISPLAYED
ticking the Active checkbox. Un-ticking it will AUTOMATICALLY. OTHERWISE, CLICK THE SEARCH
limit the search to inactive users. ICON TO TRIGGER THE CHANGE IN THE DISPLAYED
LIST OF USERS.
| To create a new user:

1. Click the Create New User button. The Create / Edit User page will be displayed.
2. Fill in the necessary fields and select the necessary information from the dropdown
menus.
3. You can also click on View description of roles beside the User role checkboxes. This will
open the Vendor Roles page in a new browser where you can to see the user privileges
associated with each role.
4. Tick the Active checkbox. Note that the new user will not be able to login if the Active box
is unchecked.
5. Click the Submit button to create the
user. This will bring you back to the L UNLESS LDAP IS ENABLED (REFER TO LOGIN AND
SINGLE SIGN-ON SECTION OR ASK YOUR
Manage User page and you will be ADMINISTRATOR FOR THE SETTINGS), THE
prompted that changes were PASSWORD WILL AUTOMATICALLY BE E-MAILED TO
successfully saved. THE USER TOGETHER WITH INSTRUCTIONS ON HOW
TO UPDATE THEIR USER PROFILE.
88
Clicking the Cancel button will discard your changes and bring you back to the Manage
User page.
| To edit an existing user detail: Click the user name link you want to edit in the Username
column. This will redirect you to the Create / Edit User page, pre-populated with the selected
user’s information. You can edit the field values except the user name which is read-only.
Click the Save button to save the entries and the Cancel button to disregard all changes. Either
action will redirect you to the Manage User page.
For Super Users

The same Manage User page is shown except
that a Filter by Vendor dropdown list menu is L IF JAVASCRIPT IS ENABLED IN YOUR WEB
BROWSER, THE USERS ASSOCIATED WITH THE
displayed with the initial user list filtered by SELECTED VENDOR ARE DISPLAYED
the first vendor in the vendor list. Super AUTOMATICALLY. OTHERWISE, CLICK THE SEARCH
Users can maintain the user settings for all ICON TO TRIGGER THE CHANGE IN THE LIST OF
vendors. USER DETAILS DISPLAYED. ONCE THE VENDOR HAS

BEEN SELECTED AND THE LIST OF USERS
DISPLAYED, THE SUPER USER CAN THEN PROCEED
TO CREATE OR EDIT USER DETAILS SIMILAR TO A
REGULAR USER AS DISCUSSED ABOVE.
| To view user details for other

vendors: Select a vendor from the Filter by Vendor dropdown list menu.
Select a vendor The roles available in the

from the list to filter dropdown list are dependent
the displayed users. on the vendor.
89
Individual user management
The e-Messaging Solution allows individuals to manage their user settings via the User Profile
page. The User Profile page enables you to edit your user profile information.
| To view / edit the User Profile page:

1. Select Home/User Management/My Settings. The User Profile page will be displayed.
2. Edit Full Name, Job Title, E-mail, Phone

number and Fax number as needed. The L YOU CANNOT MODIFY THE USERNAME AND USER
ROLE FIELDS. HOWEVER, YOU CAN VIEW THE
country can also be set by clicking the PERMISSIONS ASSOCIATED WITH YOUR ROLE
dropdown menu on the Country field THROUGH THE VIEW DESCRIPTION OF ROLES LINK.
and making a selection from the
available countries.
3. Select Language, Secret Question and type

a Secret Answer. L YOU CAN ASK YOUR SYSTEM ADMINISTRATOR OR
REFER TO THE E-MESSAGING REFERENCE GUIDE
FOR INSTRUCTIONS ON ADDING LANGUAGE
The Secret Question and Secret Answer RESOURCE BUNDLES TO E-MESSAGING.
fields allow you to specify a "backup"
password, in case you forget your login password. The set of secret questions to choose
from automatically changes when you change the Language field.
90
4. Select the Roles that you wish to associate with this user.
5. When you are done, click the Submit button to save the user profile settings. Then the User
Profile page will be reloaded where a message will be displayed indicating that you have
saved the user profile settings successfully. Or you can discard the changes by clicking
Cancel, and this will return you to the Home page.
91
User management
The user management feature of e-Messaging allows you to control and manage access to the
application from initial login and password authentication, subsequent password update when
a password expires or, when a user forgets their password.
Login and single sign-on

Depending on your e-Messaging configuration, you can login using your existing corporate
login details (single sign-on) or use the login details created for you by e-Messaging itself.
Whether single sign-on or login is created by e-Messaging, the system will authenticate with
the LDAP server first (assuming LDAP is enabled). If it fails, it will authenticate with the
e-Messaging database for the login / password combination you entered.
Using login created by e-Messaging

e-Messaging has its own built-in login
authentication feature. Your login is created L REFER TO THE VENDOR WIDE USER
MANAGEMENT SECTION FOR DETAILS.
by your system administrator or super user
through the Create User function in the
Manage Users page. This same function triggers the sending of an e-mail to you containing
your one-time password as described in the Getting Started section.
Using single sign-on

The e-Messaging application can be
configured to integrate with a LDAP server
for authentication. The LDAP server will be
L PERSONAL DETAILS MAY BE CONFIGURED IN
SECURITY.XML FILE TO COPY ONLY CERTAIN
FIELDS.
connected to your existing corporate
database (or some shared repository). User
profiles are imported from the shared resource and used by e-Messaging to auto-populate its
user’s database. The main advantage of integrating with a LDAP server is that you don’t have to
re-enter your existing personal details currently stored on your corporate database. Your
profile, including your password and roles, will automatically be copied to the e-Messaging
database. The personal details copied are the following:
• User Name - This is mandatory to be present in the corporate database.
• First Name
• Initials
92
User management
• Last Name
• Job Title
• E-mail – This is mandatory to be present in the corporate database
• Phone
• Fax
If the mandatory fields are not present in the corporate database, an error message will be
displayed and you cannot login to e-Messaging.
Every time you login, LDAP’s auto-population function is triggered and its data will be
reflected on the e-Messaging database. Theoretically, this will allow easy switching from LDAP
authentication back to the built-in e-Messaging authentication and vice versa.
Update of personal details is not

bi-directional. This means updates on L AUDITING OF CHANGES IN USER INFORMATION IS
CURRENTLY NOT SUPPORTED BY E-MESSAGING.
personal details made outside e-Messaging
will always be reflected in e-Messaging when
you login; however, changes made inside e-Messaging will not change the LDAP repository.
Any change made on your personal details inside e-Messaging will remain in the e-Messaging
database until the next time you login.
Functions in e-Messaging that change when LDAP is enabled:

• Passwords generated for new users will be ignored by e-Messaging.
• Update password function is not available.
• Forgotten password function is not available.
Forgotten password
The Forgotten Password feature allows you to
reset your password in case you forget it. Do L REFER TO LOGIN AND SINGLE SIGN-ON SECTION
ON PAGE 92 FOR DETAILS.
not attempt to over guess your password.
Exceeding the maximum number of allowed
login attempts disables your user account. This feature is not available if LDAP authentication
is enabled in e-Messaging and you have logged in using your corporate account.
93
User management
| To request a new password:

1. In the login screen, click the here link to proceed to the Forgotten Password page.
To proceed to the
Forgotten Password
page, click this link.
2. Enter your user name and Click Submit.

3. Answer the Secret Question and click
Submit.
A one time password will be sent to your
L YOUR ACCOUNT IS LOCKED AFTER A PRESET
NUMBER OF ATTEMPTS TO ANSWER THE SECRET
QUESTION. THE MAXIMUM VALUE IS SET IN THE
registered e-mail address when the VENDOR ENVIRONMENT. A PASSWORD WILL ONLY
correct answer is supplied. BE RESET IF THE SECRET QUESTION IS ANSWERED
CORRECTLY. NOTE THAT ANSWERS ARE NOT CASE
4. After you receive the e-mail, return to
SENSITIVE.
the Login page and enter the one time
password provided by the system.
5. You are required to update the one time password. Passwords that you can enter and that
will be accepted by e-Messaging should have a minimum length of 6 alphanumeric
characters. The password should NOT consist of purely text characters. At least one
numeric character is required for e-Messaging to accept it.
• Enter the system generated password.
• Enter the new password.
• Then click Save.
You will be transferred to the Main Menu afterwards. For subsequent logins, use the new
password you entered in place of the one time system-generated one.
94
User management
Password expiry
The Password Expiry feature allows a user who creates a vendor to set a password expiry
parameter, forcing the user to regularly renew their e-Messaging password. This is set for each
vendor.
| To set up the duration of password validity: Select Home / Vendor/System Settings /

Vendor Environment. On the Vendor Environment page, scroll down to the Expiration and Purge
Settings section. In the Password Expiry field, enter the number of months passwords will be
valid. Then click Done to save the setting.
Enter a value representing the

number of months that the
passwords are valid.
| To update an expired password:

1. When you login with an expired
L THE APPLICATION CHECKS FOR EXPIRED
PASSWORDS EVERYDAY. THE PASSWORD IS
EXPIRED WHEN: THE USER ’S LAST PASSWORD
password, e-Messaging will redirect you
MODIFIED DATE, SUBTRACTED FROM THE SYSTEM
to the Password Update page. DATE, IS MORE THAN THE VALUE SPECIFIED IN THE
2. Enter your current password in the VENDOR ’S PASSWORD EXPIRY FIELD. THE SYSTEM
THEN SETS THE USER ’S RENEW PASSWORD FIELD
Current Password field and your new
TO “1”. WHEN A USER TRIES TO LOGIN,
password in the New Password and
E-MESSAGING CHECKS THE VALUE OF THIS FIELD
Confirm Password fields. AND IF THE VALUE IS “1”, IT REQUIRES THE USER
3. Click Save to update your password or TO RENEW THE PASSWORD.
click Cancel to exit e-Messaging and

update later.
4. Once the new password has been saved, you will be redirected to the Home Page with a
message “Password is updated successfully”.
95
Managing Messages
Inbound messages
The e-Messaging solution's inbound message handling process is responsible for receiving
e-mail and SMS messages, indexing these messages, preparing them for archiving into
e2 Vault, and creation of Workflow records for handling in e-Messaging's built-in workflow or
integration with external workflow solutions. Included in this process are the following:
• Receiving Messages
• DNS checking
• Categorization of messages based on their content and predefined categories
• Content Conversion
• e2 lookups
• Archiving
• Workflow Item Creation
Apart from new messages from customers, the inbound message handling process is also
capable of handling outbound messages that were sent back to e-Messaging (e.g. via BCC) for
archiving. This is discussed in the Archiving section of this chapter.
Received messages could also be Delivery Status Notifications reporting on messages sent by
the outbound process of e-Messaging that could not be delivered. The inbound process
associates these inbound messages with their corresponding outbound message records so
that provided-Messaging can report on what messages bounced (including reason for bounce)
and what messages have been replied to.
Receiving messages
The e-Messaging application can process both inbound e-mail and SMS messages.
E-mail
The application accesses e-mail messages via POP3 (Post Office Protocol version 3) or IMAP
(Internet Message Access Protocol, and previously called Internet Mail Access Protocol or
Interactive Mail Access Protocol). It is possible to process messages sent to
“CustomerService@Company.com” style e-mail addresses, however, it is equally possible to set
up forwarding rules on the mail server to forward messages to or from specified accounts to an
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Inbound messages
address like “archive@Company.com” and then configure the e-Messaging to index and
archive these messages too. This process is sometime called "e-mail journaling". Refer to the
Archiving section in page 108for more details.
SMS
By default, e-Messaging receives inbound SMS messages using an HTTP-based callback URL
(Clickatell). However, the e-Messaging solution can be customized to other options such as
receiving SMS by e-mail or via other protocols. See the e-Messaging Reference Guide for
details.
DNS checking
The DNS Checking feature verifies the validity of an e-mail sender's domain name as the
e-mail is received by e-Messaging. This helps e-Messaging users ensure that e-mail they
receive come from legitimate senders. The e-Messaging application searches for the Mail
Exchange (MX) record in the incoming e-mail using the e-mail sender's domain name. If no
record is found, e-Messaging deletes the received e-mail without further processing. This
feature is enabled by default when Inbound Profiles are created.
| To enable or disable DNS Checking feature: select Home / Operational Settings / Inbound
Profiles. Scroll down to the Message Processing Settings section and tick or un-tick the checkbox.
Content Based Message Categorization

Organizations with a large contact center often want to be able to provide their customers
with a single e-mail address (or SMS code) for all enquiries and have a solution in place that
will route the inbound messages to appropriately skilled personnel to handle enquiries based
on the content of the message received. For phone enquiries large organizations commonly
use an IVR (Interactive Voice Response system) to capture the nature of an enquiry before
forwarding it to an appropriately skilled team. The e-Messaging Content Categorization
feature provides a similar (automated) categorization and routing function for inbound e-mail
and SMS messages.
This Content Categorization feature can also enable processes for automated or
semi-automated responses to inbound messages based their content.
98
Inbound messages
For e-mail messages the categorization is based on:

• “To” address
• Subject line
• First body part with eventual HTML tags stripped (not the attachments)
For SMS messages the categorization is based on:

• The content of the SMS only
When Message Categorization is enabled for an Inbound Profile then all inbound messages
(e-mail or SMS) processed by that Inbound Profile are categorized unless the Inbound Profile
has Workflow Bounce enabled. In other words delivery status messages such as bounce
messages use a dedicated delivery status parser built into e-Messaging as opposed to the
Content Classification Engine that is designed to segment end user originated messages.
e2 Look-ups
The e2 Lookups feature provides the ability for e-Messaging to interface with e2 Vault for the
automated indexing of received e-mail and SMS messages and avoiding the archiving of
duplicates.
The e2 Lookups feature is enabled in e-Messaging by updating the following fields under the
e2 Vault Settings section in Inbound Profiles Setting page.
• Render Address
• Render Port
• e2 DB Lookup
• Cpointer Index
• E-mail Index
• Name Index
• MSISDN Index
• Account Number Index
• Address Index
| To update the e2 Vault Settings: Select Home / Operational Settings / Inbound Profiles.
Scroll down to the e2 Vault Settings section and update appropriate fields.
It is recommended to configure the e2 Vault profiles.ini and database.ini with the required
index settings prior to setting the index values in e-Messaging.
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Inbound messages
Associating messages with an e2 customer record

e-Messaging indexes inbound messages by performing e2 Vault API look ups. Depending on
the Inbound Profile settings, e-Messaging will take the "To" or "From" header field from an
e-mail or SMS and perform the following e2 Vault API look ups to try and associate the
message content with a specific customer and thereby maintain a customer centric view with
minimum or, no user intervention:
• Request matches for the complete, plain e-mail address, e.g. “john.smith@company.com”,
by searching the e-mail index in e2. The index number for the e-mail index is specified in
the Inbound Profile
• If there are multiple matches on the above search, then e-Messaging will request an
operator to select the most appropriate match from a dropdown of options
• If there are no matches on the above search, e-Messaging will extract the likely surname
from the e-mail address based on the following rules; “john.smith@company.com”,
“john_smith@company.com”, or “jsmith@company.com”, and request matches for, e.g.
"smith", by searching the name index in e2. The index number for the name index is
specified in the Inbound Profile
• If there are multiple matches on the above search, then e-Messaging will request a
workflow operator to select the most appropriate match from a dropdown of options
• If there are no matches on the above search, then e-Messaging will request a workflow
operator to enter an account number, name and address for the sender (or receiver) of
the message to create a new customer record in e2. e2 API lookups are available in this
operator interface to minimize the number of keystrokes required to index messages with
no matches
In the case of an inbound SMS message, e-Messaging would perform the following e2 Vault
API look ups to try and associate the message content with a specific customer and thereby
maintain a customer centric view with minimum or, no user intervention:
• Request matches for the MSISDN (mobile number), e.g. "447795504506", by searching
the MSISDN index in e2. The index number for the MSISDN index is specified in the
Inbound Profile
• If there are multiple matches on the above search, then e-Messaging will request a
workflow operator to select the most appropriate match from a dropdown of options
• If there are zero matches on the above search, then e-Messaging will request a workflow
operator to enter an account number, name and address for the sender (or receiver) of
the message to create a new customer record in e2. e2 API lookups are available in this
operator interface too to minimize the number of keystrokes required to index messages
with zero matches
The e-Messaging Inbound Profile settings dictate the level of automation and accuracy that is
achieved when indexing inbound messages. Automatic indexing can be configured in an
Inbound Profile to take place in one of the following scenarios:
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Inbound messages
• Never
• On single match for e-mail address search (or single match for MSISDN search in the case
of SMS)
• On single match for name search (in the case of e-mail)
| To update the Auto Index Settings: Select Home / Operational Settings / Inbound Profiles.
Scroll down to the e2 Vault Settings section and update the Auto Index Setting field.
Custom index settings in the e2 Vault profiles.ini and database.ini files tell e2 what settings to
apply to the index values it gets from journal files provided by e-Messaging. The filemap
section of the profiles.ini should map the name of each e-Messaging Inbound Profile (that has
archiving enabled) to a profile that is able to load and index the "collections" and journal files
provided by e-Messaging. Alternatively a single filemap settings can be applied to all inbound
or Outbound Profiles by mapping the values "outprofile" and "inprofile" in the filemap section
of the profiles.ini.
Refer to the e-Messaging Reference Guide for the minimum profile and database settings that are
required to load content prepared by e-Messaging into e2 Vault.
Single instance storage and message ID

Besides the customer record indexes that are applied to every message to link messages to a
customer centric view, e-Messaging can optionally be configured to ensure single instance
storage of messages that have multiple addressees. This is done by creating a unique Message
ID index for every message stored. When "Delete Duplicates" is enabled in an Inbound Profile
e-Messaging will check if messages with the same Message ID have been archived previously
and skip archiving of duplicates.
| To enable or disable Delete Duplicates feature: Select Home / Operational Settings /

Inbound Profiles. Scroll down to the Message Processing Settings section and tick or un-tick the
Delete Duplicates checkbox.
The index number of the Message ID index in e2 Vault is specified in an Inbound Profile
setting to enable e-Messaging to perform the above mentioned API look-ups.
It is important to note that even when only a single instance of a message is stored, the
message can still be located and retrieved using any of the e-mail recipient addresses that
were on the original e-mail header. This is achieved by the configuration of the Content
Pointer (Cpointer) indexes described in the next section.
The Message ID is also used in the workflow XML objects created by e-Messaging to allow
external systems, for example 3rd party workflow solutions, to connect directly to messages
and their related message parts (e.g. attachments) via a URL link or directly through e2 Vault's
API set.
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Inbound messages
Content pointer (Cpointer) indexes

A Cpointer is an index that directly locates content that has been archived in e2 Vault by
e-Messaging. A single message can exist of multiple content parts (e.g. body, attachments, etc.)
and each part can have multiple Cpointers for the sender and different recipients of the
message.
Cpointer indexes and their values are

automatically created by the e-Messaging
solution. The format of Cpointer index values
L NOTE THAT THERE IS A SPACE AFTER [FROM, TO,
CC OR BCC] AND A SPACE AFTER THE @
SYMBOL. THIS IS TO ENABLE ENHANCED
is as follows: SEARCHING IN E2 VAULT, E.G. FILTERING
MESSAGES SENT TO, RECEIVED FROM, CC'D OR
• "From Sender@
BCC'D TO AN ADDRESS AS WELL AS SEARCHING
domain.com_20071001173425_Part_Sub
FOR E-MAIL EXCHANGED WITH ALL INDIVIDUALS AT
part" or A PARTICULAR COMPANY / DOMAIN NAME.
• "To recipient@
domain.com_20071001173425_Part_Subpart" or
• "CC recipient @ domain.com_20071001173425_Part_Subpart" or
• "BCC recipient @ domain.com_20071001173425_Part_Subpart"
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Inbound messages
Content conversion
e-Messaging provides a content conversion service so that the content of inbound messages
can (optionally) be converted to a more appropriate format, such as PDF or the ISO PDF/a
format, for archiving. Open Office is leveraged to handle PDF conversion and the Javamail API
is used for converting HTML to MHT. It is possible to configure the e-Messaging solution to
convert all content or only convert selected content types to PDF prior to archiving to ensure
that message content, of MS Office attachments for example, can be retrieved and viewed from
business applications without the need for any specialized viewers.
The e-Messaging Solution also supports the handling (extraction) of files contained in ZIP
attachments and Rich Text e-mail sent by Outlook. For Rich Text e-mail, MS Outlook uses
Microsoft's proprietary TNEF (Transport Neutral Encapsulation Format) encoding which most
e-mail solutions, other than Outlook, are unable to handle.
As described in the Getting Started section, the Inbound Profiles specify how inbound
messages are handled. As a user, you can be associated with one or more Inbound Profiles.
Processing rules related to conversion that are defined in the Inbound Profiles are the
following:
Referenced Images – specifies whether inbound HTML-formatted messages should download

external images.
Archive format – specifies the format to archive content in. The following are the format
values:
Archive format values
Archive Value Description

0 Nothing – use for bounce message processing only
1 Complete – Original Message Only
2 Original Parts & Complete Original
3 Original Parts – ZIP content extracted & Complete Original
4 Converted Parts – PDF & Complete Original
5 Original Parts Only
6 Original Parts – ZIP content extracted only
7 Converted Parts – PDF only
Skip Conversion For – enables the e2 Vault to skip conversion for content type text/plain and
text/html. Note that HTML will still get converted to MHT format prior to archiving.
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Inbound messages
Check Conversion – enables manual checking (in workflow) of the converted content prior to
archiving. If this is checked, regardless of the outcome of content conversion, the converted
content will still need to be approved manually before it gets archived.
Refer to the Inbound Profiles section on page 79 for more details on how these are set-up.
In addition to the Archive Format specified above, content conversion is also affected by the
MIME Content-Type of the part of the inbound message being processed. In e-Messaging,
inbound e-mail are processed one MIME part at a time. Each MIME part is evaluated for its
Content-type to determine how the system should handle the said MIME part. The following
are the MIME Content-Types handled by the e-Messaging core. Additional MIME types can be
converted through e-Messaging's interface to Open Office which is discussed later in this
section.
Archive Format
MIME Type Description

multipart/report Multipart/report format refers to a split between a text/plain (or some other
content/type easily readable) and a message/delivery-status, which contains the data
formatted for the mail server to read.
multipart/mixed Multipart/mixed format is used for sending files with different "Content-Type" headers
inline (or as attachments). If sending pictures or other easily readable files, most mail
clients will display them inline (unless otherwise specified with the
"Content-disposition" header). Otherwise it will offer them as attachments. The default
content-type for each part is "text/plain".
text/plain Text/plain format is used to refer to content in raw text, without any formatting
text/html Text/html format is used to refer to content formatted in HTML
multipart/alternative Multipart/alternative format is used to indicate that each part is an “alternative version
of the same (or similar) content, each in a different format denoted by its Content-Type
header.
Most commonly multipart/alternative is used for e-mail with two parts: one plain text
(text/plain) and one HTML (text/html). The plain text part provides backward
compatibility with older e-mail clients, while the HTML part allows use of formatting and
hyperlinks
It is assumed that multipart/alternative content that reaches e-Messaging will only have
text/plain and text/html sub-types. A multipart/alternative part may have
multipart/mixed content within it.
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Inbound messages
(continued) Archive Format

multipart/related Multipart/related type is used to indicate that message parts should not be considered
individually but rather as parts of an aggregate whole. The message consists of a root
part (by default, the first) which references other parts inline, which may in turn
reference other parts. Message parts are commonly referenced by the "Content-ID" part
header. The syntax of a reference is unspecified and is instead dictated by the encoding
or protocol used in the referring part. One common usage of this subtype is to send a
web page complete with images in a single message. The root part would contain the
HTML document, and use image tags to reference images stored in the latter parts.
It is assumed that multipart/related e-mail will contain text/html and multipart/related

sub-types.
zipped The system detects zipped files by checking for the word “zip” in the Content-Type
header.
tnef The system detects tnef files by checking for the word “tnef ” in the Content-Type header.
Transport-Neutral Encapsulation Format (TNEF) is Microsoft's non-standard format for
encapsulating mail which has any non-plain-text content or properties (such as rich text,
embedded OLE objects, voting buttons, and sometimes just attachments). Whether or
not a given message is encoded using TNEF is determined by the Outlook default
settings, per-recipient setting, Exchange Server settings, and message type and content.
Once a TNEF message is used, the entire message, including all the original attachments
and properties, is encapsulated in a single attachment of mime type
"application/ms-tnef" added to the message to be sent over the Internet. This attachment
is usually named "WINMAIL.DAT", and when sent to any non-MS mail client, is useless,
and makes access to the original message attachments difficult.
Others For Content-Types that do not match any of the above. e-Messaging will simply prepare
the part for archiving in its original format. For example an XML attachment would be
archived as XML.
Conversion to PDF
Archive Formats "4" and "7" require conversion of content to PDF. You would generally want to
convert content to PDF for archiving purposes for the following reasons:
• Allow users to retrieve and view the content with no specialized client software other than
Adobe Reader.
• Comply with legal archiving requirement for a given industry.
In order to comply with the legal archiving requirements for many industries it is necessary to
store and retrieve documents in a format that complies with the PDF/a format (see
http://www.pdfa.org/en/pdfa-standard.html for details).
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Inbound messages
PDF/a is an standard that is gaining momentum. In essence PDF/a is currently based on PDF
version 1.4 with some options, such as font embedding, being compulsory and others, such as
JavaScript, being forbidden in order to comply.
By default, e-Messaging can interface with Open Office (see http://www.openoffice.org.com)

to convert message content and attached files to PDF. Open Office versions 2.4 and later
support converting MS Office formats to PDF/a. PDF/a can be enabled in an Open Office
instance by opening the Open Office Writer and exporting one file to PDF via File -> Export to
PDF… -> and selecting PDF/A-1 in the General tab. Thereafter PDF conversions carried out
by e-Messaging calling that Open Office instance will return files of format PDF/A-1 for
archiving.
e-Messaging can be configured to use Open Office to convert any of the formats listed below
into PDF or PDF/a. If content is of a different format and not supported by Open Office,
e-Messaging will not attempt to convert the said file. It will just retain the file's original format
and a Work Flow Item will be created to manually process it.
If a PDF document is attached to an inbound e-mail, then e-Messaging will not convert the
PDF content but simply archives the PDF attachment in the form as it was received.
Formats that Open Office can convert to PDF are the following:
• Content-type = "application/msword" or file extension = ".doc"
• Content-type =
"application/vnd.openxmlformats-officedocument.wordprocessingml.document"
or file extension = ".docx"
• Content-type = "application/vnd.ms-excel" or file extension = ".xls"
• Content-type = " application/vnd.openxmlformats-officedocument.spreadsheetml.sheet"
or file extension = ".xlsx"
• Content-type = "application/vnd.ms-powerpoint" or file extension = ".ppt"
• Content-type =
" application/vnd.openxmlformats-officedocument.presentationml.presentation"
or file extension = ".pptx"
• Content-type = "application/vnd.oasis.opendocument.text" or file extension = ".odt"
• Content-type = "image/jpeg" or file extension = ".jpg" or ".jpeg"
• Content-type = "image/tiff" or file extension = ".tif" or ".tiff"
• Content-type = "image/gif" or file extension = ".gif"
• Content-type = "image/bmp" or file extension = ".bmp"
• Content-type = "text/html" or file extension = ".html" or ".htm"
• Content-type = "text/rtf" or file extension = ".rtf"
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Inbound messages
• Content-type = "text/plain" or file extension = ".txt"
When content fails to convert to the format configured for archiving, a Workflow Item is
created. You can then access the message and content that failed to convert, download it, and
either convert it with a 3rd party tool and upload the converted content for archiving or
simply archive the content in its original format. You can do this through the Workflow
Convert page. Refer to Conversion/Upload Substitute Content section on page 131 for details.
HTML to MHT conversion

If your e-Messaging application is configured to send outbound HTML e-mail messages and
opts to archive these outbound messages in their original (parts) format then it will generally
not suffice to only archive the HTML of the message. Otherwise HTML retrieved from the
archive may not display properly and it will be difficult to manage the images that the archived
HTML references.
e-Messaging converts such messages to an HTML archive format (.MHT) which stores the
HTML together with referenced images embedded in a single file.
If e-Messaging is configured to convert HTML to PDF or PDF/a for archiving and the e-mail
contains embedded images, the images are extracted and HTML is rewritten to reference the
location of the extracted images, prior to calling the Open Office conversion routine. This
ensures that HTML e-mail content with embedded images is converted to PDF correctly.
If the e-mail contains referenced images,

e-Messaging checks for the value of the L FOR REFERENCED IMAGES, THE FULL PATH OF THE
SOURCE MUST BE IN THE E-MAIL (IN HTML
Referenced Images checkbox in Inbound FORMAT) AND/OR THE ATTACHED HTML FILE. IF
Profile. If it is enabled, the external images REFERENCED IMAGES DO NOT EXIST AND THE
are downloaded and HTML is rewritten to REFERENCED IMAGES CHECKBOX IS ENABLED, AN
reference the location of the extracted EXCEPTION WILL BE GENERATED AND A
images prior to conversion to HTML archive WORKFLOW ITEM WILL BE CREATED.
format (.MHT) or PDF format as described

above. If the Referenced Images checkbox is not enabled, e-Messaging ignores them.
ZIP file handling

Archive Formats "3", "4", "6" and "7" requires extraction of files from attached ZIP files. If
e-mail content contains an attached ZIP file, e-Messaging extracts the files from the ZIP file
one by one and applies conversion as necessary based on rules described in the preceding
sections.
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Inbound messages
e-Messaging will not be able to extract content from password-protected ZIP files. Such
content fails to convert and a Workflow Item is created. You can then access the message and
ZIP file that failed to extract, extract it, and convert it with a 3rd party tool and upload the
converted content for archiving through the Workflow Convert page.
Refer to Conversion/Upload Substitute Content section on page 131 for details.
MS-TNEF handling
If an e-mail is received with content-type
"application/ms-tnef", as is generally the
case for Rich Text e-mail sent from
L INCLUSION OF EMBEDDED IMAGES WITHIN THE
RTF IS HIGHLY DEPENDENT ON HOW THE ORIGINAL
TNEF WAS COMPOSED. HENCE, ENCODING OF
MS Outlook, e-Messaging converts them into EMBEDDED IMAGES CAN BE UNPREDICTABLE -
a regular multipart MIME formatted message EVEN WHEN VIEWING CONTENT IN MS OUTLOOK.
for normal conversion processing. If the RTF IF YOU ARE CONCERNED ABOUT THE ACCURACY
contains embedded images, e-Messaging OF TNEF CONVERSION, YOU CAN ENABLE CHECK
converts the RTF body into PDF together CONVERSION AND/OR SET ARCHIVE FORMAT TO
with the embedded images. REQUIRE WHOLE ORIGINAL MESSAGE TO BE
ARCHIVED IN INBOUNDPROFILE SO THAT YOU WILL
ALWAYS HAVE THE OPPORTUNITY TO VIEW AND /
OR ARCHIVE THE WHOLE ORIGINAL MESSAGE.
Archiving
The archiving feature provides the ability to automatically archive inbound messages that have
been indexed and prepared for archiving, as well as the option to archive outbound messages.
When archiving messages, e-Messaging accesses the download folder of an e2 Vault instance.
e-Messaging batches up content into "collections" and provides e2 Vault with batched
content and the required journal files to compress, index and store content in an efficient
manner.
The archiving feature relies primarily on three components:

• Repository Facade – creates a subfolder (the "Collection" folder) under e2 Folder
Download (specified in the In- and Outbound Profiles) where content will be placed for
e2 Vault to archive. It is e-Messaging's main interface to the e2 Vault archiving process.
• Batching Process – Manages the batching up of individual message content into larger
files for efficiency and better compression based on the Load Frequency setting (in
seconds) in either the In- or Outbound Profile.
• Archive Content – Writes content into the Collection folder
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Inbound messages
Repository facade
The Repository Facade takes care of batching up content into "collections" and providing e2
Vault with batched content and the required index values to store content in an efficient and
compressed manner. The Repository Facade can be instantiated after content is prepared for
archiving, or when the load frequency time has lapsed since the last time Repository Facade
was instantiated.
Batching process
The Batching Process continuously runs to manage the batching of content prior to archiving,
except in the case where it is an Outbound Profile with Load Frequency = 0. Based on the Load
Frequency specified in the profile, it controls the creation of the "ready" file, which e2 Vault
reads to determine whether content is ready for archiving on not.
In the case of an Outbound Profile with Load Frequency = 0, the Batching Process is called by
e-Messaging after the Archive Content Process has completed writing files into the Collection
folder for a given batch of messages.
Archive content
The Archive Content Process performs the actual writing of content into the Collection folder.
This is triggered after Repository Facade has successfully created the Collection folder. The
parameters set in Repository Facade and Batching Process determine whether Archive
Content can proceed with writing content or if it is time for the Repository Facade to create a
new "collection"
| To update load frequency settings in Inbound Profile: Select Home / Operational

Settings / Inbound Profiles. Scroll down to the e2 Vault Settings section and update the Load
Frequency field.
| To update load frequency settings in Outbound Profile: Select Home / Operational

Settings / Outbound Profiles. Scroll down to the Message Processing Settings section and update
the Load Frequency field.
For the technical details of how the archiving process works, refer to the e-Messaging Reference
Guide.
109
Inbound messages
Workflow item creation

The Workflow Item Creation feature provides a way for inbound messages to be integrated with
the workflow functions of e-Messaging. This feature ensures that customer queries are not
only visible in call centers but each query receives a timely response. The general workflow
functions are discussed in more detail in the Working with Workflows chapter of this
document.
At different stages of the inbound message handling process, e-Messaging determines the
stage to assign to a new workflow record to be created. There are nine possible stages in a
workflow record’s life:
Stage Description
0 Requires manual categorization
1 Requires manual content conversion or verification
2 Requires manual indexing
3 Bounced message
4 Indexed but open
40 Archiving off but response required through e-Messaging
5 In progress
6 Closed
60 Passed to external system to close
All but one may be assigned by the inbound message handling process as a message is
received. A stage of “5 – In Progress” is not assigned on first receipt of an inbound message.
The e-Messaging’s built-in workflow functionality uses this stage to identify messages that are
pending response, or had already been responded to but have not yet been closed. More
information on this can be found in the Working with Workflows chapter of this document.
110
Inbound messages
e-Messaging determines the stage in the order that it will be performed as shown below:
Workflow on how e-Messaging determines the stage
Stage Required Conditions

0 • “Initial Learning” is enabled in the Content Categories page and “Content Categorization” is
enabled in the Inbound Profile that is processing the message.
1 • The “Archive Format” in the Inbound Profile is either “Converted Parts - PDF only” or “Converted
Parts - PDF & Complete Original“.
• The inbound message is not ready for archiving.
• The user opted to use the Workflow Conversion functions to upload “substitute content” if
attachments to e-mail messages cannot be converted to PDF by e-Messaging – Workflow Conversion
is ticked in the Inbound Profile Settings page.
• “Check Conversion” is enabled in the Inbound Profile.
3 • Inbound message is a bounced e-mail report
• The user has opted to use the Workflow Bounce functions to handle bounced message reports for
the given Inbound Profile – Workflow Bounced is ticked in the Inbound Profile Settings page.
6 • Inbound message is a bounced e-mail report
• The user has not opted to use the workflow functions to handle bounced message reports for the
given Inbound Profile – Workflow Bounced is not ticked in the Inbound Profile Settings page.
• The message does not require conversion and is not a bounced report and Workflow Respond is not
ticked in the Inbound Profile Settings page.
60 • Integrated Workflow is disabled – Integrated Workflow is not ticked in the Vendor Environment page
• Inbound message is a bounced message or inbound message has been successfully indexed.
2 • Message has not been indexed
4 • Message has been indexed
• The user has opted to use the workflow functions for handling responses to inbound messages for
the given Inbound Profile – Workflow Respond is ticked in the Inbound Profile Settings page.
40 • Message has not been indexed because archiving and Workflow Index is disabled in the Inbound
Profile.
• The user has opted to use the workflow functions for handling responses to inbound messages for
the given Inbound Profile – Workflow Respond is ticked in the Inbound Profile Settings page.
111
Inbound messages
| To configure work flow settings for Inbound Profile: Select Home / Operational Settings
/ Inbound Profiles. Scroll down to the Workflow Settings section and update fields.
If the Workflow Type – Integrated Workflow is ticked in the Vendor Environment Configuration page,
e-Messaging immediately creates the new workflow record.
If the Workflow Type External Workflow is ticked, the following is implemented by e-Messaging:
• The system creates a workflow file called <MessageID>_<Workflow Stage>.xml and places
this in the specified Workflow Folder in the Vendor Environment Configuration page.
• If the Content Categorization feature is disabled, then the XML file will follow this format:
<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>
<WorkflowItem id="5100">
<MessageID>al@microcom.com_20080711172020_e62530a5d1e680b028bd34ea554ba2a6</MessageID>
<Subject>Re: Bank Statement for Account PB488</Subject>
<From>al@microcom.com</From>
<CustomerID>PB488</CustomerID>
<URL>http://ccm/e2serviceweb/scripts/interface.plx?db=default&K=7&Q=al@microcom.
com_20080711172020_e62530a5d1e680b028bd34ea554ba2a6</URL>
<Stage>4</Stage>
<InProfile>Customer</InProfile>
<Category>Undefined</Category>
<Date>20080711172020</Date>
</WorkflowItem>
• If the Content Categorization feature is enabled then the XML file will follow this format:
<?xml version="1.0" encoding="UTF-8" standalone="yes" ?>
<WorkflowItem id="1">
<MessageID>user@messaging.com_20070730170622_abc123def458</MessageID>
<Subject>Subject 1</Subject>
<From>user@comapanyB.com</From>
<CustomerID>123456789</CustomerID>
<URL>http://www.companyB.com?id=user@emessaging.com_20070730170622_abc123def458</URL>
<Stage>2</Stage>
<InProfile>eMessagingUser</InProfile>
<Category>Complaint</Category>
<CategoryURL>
http://http://www.companyB.com/emessaging/url/to/categorisationpage/workflowItemId
<CategoryURL>
<Date>200901113000000</Date>
<DateFirstOpened>200901113000000</DateFirstOpened>
<DateLastOpened>200901113000000</DateLastOpened>
</WorkflowItem>
• If Integrated Workflow is disabled, then each time an external XML workflow file is
created, e-Messaging checks if the Workflow stage is “3” or “4”, and if it set to either of
these stages then it is updated to “60”.
• A new workflow history record is then created.
| To configure work flow settings for vendor: Select Home / Vendor/System Settings /
Vendor Environment. Scroll to Workflow Settings section and update fields.
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Inbound messages
Archiving of generic e-mail messages

It should be noted that e-Messaging can be configured to archive ad-hoc e-mail messages,
inbound or outbound, by configuring rules on your mail server to forward or copy messages to
a specific e-mail account, sometimes called a journaling account. An e-Messaging Inbound
Profile can then be configured to access these messages as it does any other inbound
messages and prepare them for archiving.
Refer to the e-Messaging Reference Guide for details of setting up e-mail forwarding rules on
Lotus Domino and Microsoft Exchange.
113
Outbound messages
The e-Messaging solution’s feature for sending outbound messages is responsible for the
sending of message content from DOC1, including referenced images (for HTML), preparing
these for SMS or e-mail distribution and then sending them through an appropriate gateway.
Preparing DOC1 content

The e-Messaging application is designed to process e-mail and SMS content that has been
formatted by DOC1 or, other systems.
DOC1 version 4 can be used with e-Messaging to:

• Send SMS messages
• Send personalized plain text e-mail
• Send personalized plain text e-mail with one or more static or personalized PDF
attachments. This requires multiple runs of DOC1 Generate, one for the text e-mail body
and one for each (personalized) attachment.
When used in conjunction with DOC1 Series 5 (version 5.3 and later), e-Messaging can send
all of the above as well as:
• HTML e-mail
• Multipart/alternative (text & HTML) e-mail
• E-mail messages with up to four attachments (static or personalized) in a single run
DIJ
The DIJ (Document Interchange Journal) is
the standard way in which metadata on L REFER TO THE E-MESSAGING REFERENCE GUIDE
FOR GUIDELINES ON HOW TO CONFIGURE THE DIJ
DOC1 produced content is exchanged FILE.
between the different components of the
PBBI Communication Management suite. It is an XML based file that DOC1 (version 4.1 and
beyond) generates in parallel to the formatted output.
The e-Messaging application uses the DIJ as a control file for the message content it is
preparing to send. Therefore, certain fields in the DIJ must be configured correctly in the
DOC1 Work Center to ensure that e-Messaging can process the related content correctly.
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Outbound messages
Preparing content for different message parts

The simplest e-mail messages are plain text e-mail messages which only have one body part –
the plain text. The e-Messaging application also supports the sending of multi-part e-mail
messages. The following are examples:
• A plain text version of the main e-mail body for display in e-mail clients that do not
support HTML. This avoids the display of distorted HTML caused by images that do not
appear in the e-mail body.
• A HTML version of the main e-mail body for display in e-mail clients that support HTML.
This can display graphic message content in e-mail clients that support HTML.
• Up to four PDF e-mail attachments
In order to design and format the content for each of the above parts in DOC1, we make use of
the DOC1 Series 5 concept of a publication. A publication consists of multiple documents for
the same envelope. In the context of e-mail, a publication equates to multiple e-mail parts
(e.g. plain text, HTML and PDF attachments) for the same e-mail message. DOC1 Series 5's
ability to output multiple streams in a single job, allows it to be configured to format all the
parts of an e-mail in a single job, from a single design template (HIP file).
If you are using DOC1 applications to

produce HTML, special considerations are L REFER TO THE DOC1 USER GUIDE FOR FURTHER
DETAILS ON SPECIAL CONSIDERATIONS IN USING
needed to ensure that the eHTML generated DOC1 APPLICATIONS TO PRODUCE HTML.
by DOC1 displays correctly in e-mail clients.
Making DOC1 content available to e-Messaging

Outbound Profiles are configured in e-Messaging to package and send e-mail and SMS
content from DOC1 or other systems. Outbound Profiles can be configured to send messages
in both real-time, one message at a time, or in batch mode, where many messages are sent as a
batch job.
| To view / update Batch or Real-time field: Select Home / Operational Settings / Outbound
Profiles and click on the appropriate Outbound Profile in the Name column. When the
Outbound Profiles Setting page is displayed, scroll down to the Message Processing Settings section
to view / update field.
Choose one from

these options.
Separate Outbound Profiles need to be configured for the sending of e-mail and SMS
messages.
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Outbound messages
When an Outbound Profile is configured in e-Messaging, it will specify the folders where it
expects to find content for insertion into messages processed by that Outbound Profile.
DIJ
The DIJ is considered as a control file for the messages to be processed. It provides
e-Messaging with the necessary message header fields for each message, as well as specifying
other message fields such as account numbers for the indexing of outbound messages in e2.
e-Messaging expects to locate a DIJ file for processing in the DIJ folder specified for a given
Outbound Profile. It is important that all other content required by an Outbound Profile
exists in the specified folders before the DIJ is made available to e-Messaging. Otherwise,
e-Messaging will raise an exception if it cannot find the content required for the creation of
the messages described in the DIJ.
A real-time Outbound Profile expects to find metadata for a single message in the DIJ file
(i.e. there should only be one document element in the DIJ).
A batch Outbound Profile expects to find metadata for multiple messages in the DIJ file
(i.e. there should be one or more document elements in the DIJ).
The DIJ should be given a unique name when it gets written into the DIJ folder. For example:
• "UniqueName123.dij" or
• "UniqueName123.jrn" or
• "UniqueName123.xml"
Refer to the e-Messaging Reference Guide for further details on what e-Messaging expects the
DIJ file to contain as well as the file name requirements for the following types of content:
• Plain Text
• HTML
• PDF
Attachments
An Outbound Profile can be configured to attach up to four e-mail attachments per message.
These attachments are configured in e-Messaging as Attachment 1, Attachment 2, Attachment 3
and Attachment 4. Each attachment can be configured to be:
• Static or personalized – static implies that the attachment content does not change
from one message to the next and personalized means that the attachment is specific to a
particular message.
• Optional or compulsory – an optional attachment may be selected for some messages.
and can be skipped for other messages processed using the same Outbound Profile.
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Outbound messages
• Archived or not – specifies if the attachment is to be archived.
| To view / update configuration for each attachment: Select Home / Operational Settings
/ Outbound Profiles and click on appropriate Outbound Profile in the Name column. When the
Outbound Profiles Setting page is displayed, scroll down to the Message Content and Header
Settings section to view / update configuration fields.
Select a checkbox to
change the attachment
configuration.
The settings for the attachment should be appropriate for the content submitted to
e-Messaging. For example, if an attachment is configured to be compulsory, an exception will
be raised by the application if it is unable to locate the required attachment for a message.
Attachments configured to be static in an Outbound Profile can have multiple files placed in
the attachment folder. The attachment that gets attached is the file whose name is equal to the
AttachNameX value in the DIJ. If this attachment is set to optional in the Outbound Profile and
the AttachNameX value in the DIJ is left blank, then no attachment is used. If the value is
blank and the attachment is not set to be optional, then e-Messaging will raise an exception.
For static attachments, an Outbound Profile (either real-time or batch) expects to find one or
more files in the attachment folder with filenames equal to the names as they will appear in
the e-mail and matching the AttachNameX values in the DIJ. The values defined in the DIJ are
used to select a specific attachment in the folder.
For personalized attachments, a real-time Outbound Profile expects to find a single file,
containing content for a single message attachment in the attachment folder. If the
attachment is configured to be optional in the Outbound Profile then the attachment may be
skipped for a given message (i.e. nothing gets placed in the attachment folder) provided the
AttachNameX value in the DIJ is also left blank. Otherwise, e-Messaging will raise an exception.
For personalized PDF attachments, e-Messaging expects to find either a single compound PDF
file or an individual PDF file for each message. In the case of a single compound PDF file, the
main part of the filename must be identical to that of the DIJ being processed and the order of
documents in the compound PDF file MUST match the order of the message descriptions in
the DIJ. In the case of individual PDF files, the PDF file to be attached to the first message
described in the DIJ is main_part_of_DIJ_filename_0000001.pdf, then
main_part_of_DIJ_filename_0000002.pdf, etc. The numbering in the individual
PDF filenames MUST match the order of the message descriptions in the DIJ being processed.
By default, this will always be the case provided the compound or split PDF and DIJ are
generated by the same DOC1 job. Additional content verification based on Document
Instance ID can be configured in an e-Messaging Outbound Profile to guarantee that the
correct content is always attached to a given message.
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Outbound messages
Non-DOC1 content & e-Messaging

The e-Messaging application can also be
configured to package and send content L CONTACT PBBI PROFESSIONAL SERVICES IF YOU
REQUIRE ADVICE ON PROCESSING NON-DOC1
coming from non-DOC1 systems into e-mail CONTENT THROUGH E-MESSAGING.
or SMS messages.
Real-time and batch sending of messages

As discussed in the preceding sections, you can send messages in both real-time or in batch
mode. In real-time mode, e-Messaging expects each submitted file to only contain data or
content for a single message. In batch mode e-Messaging expects each submitted file to
contain data or content for one or more messages
A Job Scheduling feature is available for batch Outbound Profiles and this allows users to:
• Trigger the sending of messages at a particular time.
• To call predefined Data Flow processes and / or DOC1 templates to format an input file
into content that can be sent by e-Messaging at a specified time.
Both Batch Mode and Poll for DIJ should be enabled in the Outbound Profile if you wish to use
the profile in combination with the job scheduling feature.
Job scheduling
The job scheduling feature of the e-Messaging application provides hosted customers the
ability to manage sending outbound messages using Data Flow Plans and DOC1 Templates
that have been set up and made available to them by the hosting provider. For licensed
customers, this feature allows scheduling message sending at a particular time, for example,
when the network is quiet. Configuration of this feature is available from the Scheduled Jobs
Entry page.
When you submit a Scheduled Job, its Status is initially set to "Pending". The e-Messaging
application then monitors all Scheduled Jobs with "Pending" Status and Start Date and Time
equal to current system date and time. Upon detecting such a record, the system triggers the
following process:
• Status is set to "Running".
• If a DFS Plan has been selected in the Scheduled Jobs Entry page, then e-Messaging updates
the CPP_In_File and CPP_Out_File settings in the DFS command to point to the uploaded
input file and the location where the subsequent DOC1 Template expects to find its input
file. e-Messaging then executes the updated DFS command.
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Outbound messages
• If a DOC1 Template / Application has been selected in the Scheduled Jobs Entry page,
e-Messaging modifies the OPS file specified in the DOC1 command based on the DOC1
Settings. If the DOC1 command does not specify an OPS file, one will be created.
e-Messaging then executes the corresponding DOC1 command. If the Scheduled Job
includes a DFS Plan then the DOC1 Command is only executed after the successful
completion of the DFS Plan.
• If a Post Process Command was specified in the DOC1 Settings page, the application
performs a "search and replace" on selected folders in the post process command string
and executes the command after DOC1 has successfully completed.
• Finally, the system moves the DIJ output by DOC1 from the working folder (Folder Work)
to the DIJ folder (Folder DIJ)
| To view the location of Folder DIJ: select Home / Operational Settings / Outbound Profiles
and click on appropriate Outbound Profile in the Name column. When the Outbound Profiles
Setting page is displayed, scroll down to the Message Processing Settings section to view
FolderDIJLocation.
DIJ Folder location
Folder Work is not visible in the Outbound Profiles Setting page but follows the same folder path
convention as Folder DIJ and the other folders.
When content has been moved to the DIJ folder, e-Messaging's Polling for DIJ feature takes
over. This is discussed in the next section.
Refer to Scheduled Jobs section in page 66 for more details on how to submit Scheduled Jobs.
Polling for DIJ

An active Outbound Profile with the "Poll for DIJ" setting enabled continuously polls for files
in the DIJ folder specified by the profile. Upon detecting a DIJ, e-Messaging will start
processing the messages represented by the document element(s) in the DIJ, one at a time,
picking up content from the other folders associated with the profile for packaging into a
message that is sent.
| To view/update Poll for DIJ field: Select Home / Operational Settings / Outbound Profiles
and click on appropriate Outbound Profile in the Name column. When the Outbound Profiles
Setting page is displayed, scroll down to the Message Processing Settings section to view / update
field.
The same is true for both real-time and batch Outbound Profiles. The only difference being
that all files processed by a real-time Outbound Profile are expected to contain content for a
single message and share the same unique filename (except for file extension).
The e-Messaging application will raise an exception if a required piece of content cannot be
located or if one of the files contains content for more than one message.
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Outbound messages
For batch Outbound Profiles, DIJ, plain text

and personalized PDF files are expected to L REFER TO MAKING DOC1 CONTENT AVAILABLE
TO E-MESSAGING SECTION IN THE E-MESSAGING
share the same unique filename (except for REFERENCE GUIDE FOR FURTHER DETAILS ON THE
file extension) and contain content for one FILE NAME REQUIREMENTS FOR ATTACHMENTS.
or more messages. HTML files may either be
compound, containing multiple HTML
documents in a single file or alternatively separate HTML files for each message may be
submitted.
Calling e-Messaging from a command line

An active Outbound Profile with the "Poll for
DIJ" setting disabled does not poll for files in L FOR UNIX ENVIRONMENTS, A SHELL SCRIPT
“E-MESSAGING.SH” CAN BE USED.
the DIJ folder specified by the profile.
Instead, it waits to be called from a command
line using the following command syntax:
e-Messaging.bat SomeOutboundProfileName
Before running the script, navigate first to the folder where the script is located and execute it
from there. The folder should be in this location: <e-Messaging Home>/command.
When triggered by the above command line, e-Messaging will process the DIJ files present in
the Folder DIJ of the specified Outbound Profile. e-Messaging must be running for the
command to work.
What happens to content files after e-Messaging?

This section provides details of what happens to DIJ, HTML and other content files that are
provided to e-Messaging after e-Messaging has finished processing them.
When an exception is raised, all content specific to that exception gets moved to a sub-folder,
of the error folder, specified in an Outbound Profile. The sub-folder is named with a date-time
stamp at the time the exception occurred. Furthermore, exceptions also get recorded in log
files, e-Messaging database records and can trigger JMX (Java Management Extensions)
notifications.
| To view Folder Error field: Select Home / Operational Settings / Outbound Profiles and click
on appropriate Outbound Profile in the Name column. When the Outbound Profiles Setting page
is displayed, scroll down to the Message Processing Settings section to view Folder Error location.
Static attachments and images used by HTML are not moved to the error folder because they
might be required for the processing of subsequent messages. These remain in the Attachment
and Image folders specified in the Outbound Profile until they are manually removed or
updated.
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Outbound messages
Content that is sent and optionally archived gets deleted from the Outbound Profile folders
upon successful completion. The exceptions to this rule are static attachments and images
used by HTML. Like Static attachments, these remain in the Attachment and Image folders
specified in the Outbound Profile until they are manually removed or updated.
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Managing Workflows
Workflows
The e-Messaging application provides
workflow functions for the handling of L THE INTEGRATION OPTION INVOLVES THE
PROVISION OF XML FILE BASED “WORKFLOW
inbound messages that ensures customer OBJECTS” THAT CAN BE LOADED INTO A 3RD PARTY
queries are not only visible in call centers WORKFLOW SOLUTION. WHEN THIS OPTION IS
etc. but also ensures that each query receives SELECTED THE BUILT-IN WORKFLOW CAN STILL BE
a timely response. USED FOR CONTENT CONVERSION AND INDEX
CREATION FOR INBOUND MESSAGES – WHEN
The e-Messaging application currently AUTOMATED CONVERSION AND / OR INDEXING NOT
provides you with both built-in workflow as IS POSSIBLE. THE “WORKFLOW OBJECTS” ARE
well as integration with 3rd party workflow ALSO AVAILABLE THROUGH A WEB SERVICES
options for the efficient management of: BASED INTERFACE.
• Message responses using local e-mail

client or business system of choice.
• Managing Delivery Status Notifications (bounced messages).
• Content conversion failures and verification.
• Indexing of messages for archiving.
Overview
This section describes how you can view and manage workflows and alerts assigned to you or
your team.
General workflow functionality

When you start implementing the e-Messaging application, you will need to set up workflow
related settings in the Vendor Environment page. You will need to set the following:
• Type of workflow - integrated and / or external
• How long you want to keep workflow records after they have been closed.
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Workflows
| To update the workflow settings for a vendor: Select Home / Vendor/System Settings /
Vendor Environment. Update the fields as necessary.
Update workflow
related settings.
Built-in workflow solution

The built-in workflow solution predominantly focuses on handling inbound messages. The
e-Messaging application has nine built-in workflow stages as listed:
Stage Description
0 Requires manual categorization
1 Requires manual content conversion or verification
2 Requires manual indexing
3 Bounced message
4 Indexed but open
40 Archiving off but response required through e-Messaging
5 In progress
6 Closed
60 Passed to external system to close
Refer to the Workflow Item Creation section in page 110 for details on how e-Messaging
determines the workflow stage during creation / update.
When creating or updating Inbound Profiles, you can specify an Auto Index Setting. This setting
will dictate what status the majority of the messages will enter the workflow with.
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Workflows
| To update the Auto Index Settings: Select Home / Operational Settings / Inbound Profiles.
Click on an Inbound Profile under the Name column. Once Inbound Profile Settings page is
displayed, scroll to e2 Vault Settings section and update the Auto Index Setting field.
Refer to the e2 Look-ups section on page 99 for details on how these settings impact index
creation.
Different users in your organization will be set up in e-Messaging and allocated different roles
that they may fulfil and profiles that they may fulfil those roles for. These roles may have the
following workflow related privileges:
Workflow Related Privileges

Workflow Index User is allowed to index inbound messages.
Workflow Close User is allowed to close workflow items. This permission would generally be granted
to users that are allowed to respond to inbound messages.
Workflow Manager User can be alerted by other workflow users to deal with issues that cannot be
resolved. User can also unlock workflow items that have been locked by other users.
Workflow Expire User is allowed to change the message expiry date, from the default set by the
Inbound Profile – while user is indexing inbound messages.
Workflow Bounce User is allowed to process inbound messages that have resulted from a bounced
outbound message.
Workflow Delete User is allowed to select an inbound message, or parts of an inbound message (e.g.
an attachment), to be deleted / not archive – while the user is indexing inbound
messages.
Workflow Convert User is allowed handle messages containing content that fails to convert to the
required archiving format (e.g. PDF).
Refer to the Configuration Settings on page 30 for details on setting up roles for users and
profiles that they may fulfill their roles for.
When an inbound message is processed the index values will be captured from the header
fields and by doing API look-ups against e2 Vault. The content, attachments etc., will
optionally get split into individual message “parts” and optionally converted from whatever
format they are to PDF or PDF/a. The message parts will get written to a temporary folder and
the index values stored into Message Index and Message Part Index database records.
Messages processed by an Inbound Profile with “Workflow Bounce” enabled are assumed to be
delivery status messages such as bounce messages. For delivery status messages, the
Content-type header of the inbound message will be analyzed. If this value is
“multipart/report” then e-Messaging will extract the SMTP message code from the message to
determine the reason for the bounce as well as the Original-Message-ID header to be able to
associate the bounced message with the outbound message that caused the bounce. If a
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Workflows
delivery status messages does not contain an Original-Message-ID header and / or does not
comply with the multipart/report message format then e-Messaging uses advanced parsing
techniques to determine the reason for the bounce and the outbound message that caused
the bounce.
You can refer to the Inbound Processing in page 97 for more details on inbound message
processing.
Each time a workflow item changes its stage, a new workflow history record is generated and
the associated workflow item record gets updated.
When a workflow user selects to create an alert for a given workflow item, they will be given a
list of users that have the permission Workflow Manager and have access to the Inbound
Profile that is processing the message. If they choose “Any” then no notification is sent but
users with the Workflow Manager role for this Inbound Profile will be able to see through the
Process Alerts page what messages require their attention and since which date the item is
open.
When the workflow stage moves to “6” (closed) or “60” (handed to external system to close),
the workflow item and workflow item history records associated with this message will be kept
for the number of days set in the Expiration and Purge Settings section of the Vendor Environment
page.
Integration with 3rd party workflow solution

When the External Workflow option is selected in the Vendor Environment page, each inbound
message processed by e-Messaging writes a file to the folder specified in the Folder Workflow
field of the Vendor Environment page.
One field that gets written into this external workflow file is a URL for accessing the message. If
the message has not yet been archived, e.g. if the message still requires categorization, content
conversion, content verification or indexing then the URL gets constructed such that it links
to the Workflow page in the e-Messaging application for processing. However, if the message
has already been archived then the URL gets constructed as follows such that the content can
be viewed from e2 Web View (standard e2 Vault front end) at this URL. In this second scenario,
the URL is constructed by concatenating the following fields together:
• e2 Web URL (setting in Inbound Profile) e.g.
“http://somehost/e2/interface.plx?db=default”
• “&K=”
• MessageID Index (setting in Inbound Profile)
• “&Q=”
• Message ID constructed from “from” or “to” address, depending on Base Primary Index
On setting joined by underscore to Date Time joined by underscore with MD5 hash of
Message-ID value in header
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Workflows
3rd party workflow

related fields.
For example:
http://e2/e2/interface.plx?db=default&K=7&Q=gaston.hummel@g1.com_20070110163110_1
234567890ABCDEF1234567890ABCDEF
If Content Categorization is enabled then the external workflow file also contains a
CategoryURL element. The value of the CategoryURL is constructed such that it links to the
Message Categorization page in the e-Messaging application so that the automatically
allocated category can be changed if it is incorrect.
PBBI Professional Services or consultants from the 3rd party workflow solution will be able to
write processes to load data from these files into 3rd party workflow solutions.
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Workflows
Workflow entry screen

The Workflow Entry Screen is the first page that you will be presented with when selecting the
Workflow feature. This page is available to you only if you have a Workflow permission
associated with your Role and Inbound Profiles associated with you as a user. The selections
made available in Workflow Entry Screen serves as the starting point for your subsequent
actions within the Workflow feature.
Configuring the layout

It is possible to configure how many rows of workflow items are displayed at a time on the
following pages:
• Categorize Messages
• Conversion Entry
• Indexing Entry
• Bounced Messages
• Respond to Messages
• Message Alerts
• Workflow Overview
For further details on how to configure the numbers of rows displayed at a time on the above
screens refer to the install.properties settings described in the e-Messaging Reference Guide.
For the above pages it is also possible to configure the number text characters that are
displayed by default in each column. Should a text field have more characters than those that
are displayed, then the displayed text is appended with “…” and hovering the cursor over the
“…” will display the full text as a tooltip. For further details on how to configure displayed text
lengths on the above screens refer to the tableColumns.properties settings described in the
e-Messaging Reference Guide.
The purpose of these settings is to minimise or eliminate the amount of scrolling that users
need to perform in order to execute the workflow functions.
| To navigate to the Workflow Entry Screen: Select Workflow from the main menu.
| To select an Inbound Profile to work with: Select Inbound Profile from the Select
Inbound Profile of messages you wish to process drop-down list.
The dropdown to select an Inbound Profile will be populated with the Inbound Profile Names
of the Inbound Profiles you are granted access to.
| To select a workflow task to work with: Select workflow task from dropdown list in the
Select a workflow task field.
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Workflows
The available workflow tasks, and the Permissions required to access them, are summarized in
the table below:
Workflow Task Permissions

Manage content that failed to convert to PDF Workflow Convert, Workflow Index
Index messages Workflow Index
Process bounced messages Workflow Bounce
Prepare response to message Workflow Close
Messages alerted for my attention Workflow Manager
Overview – Messages Overview Any Workflow permission or View Report permission
Conversion entry
The Conversion Entry page provides you with a list of messages that failed in the automatic
content conversion process or messages for which manual checking of the conversion has
been configured in the Inbound Profile. You can access this page only if you have the
following role privileges: Workflow Convert and Workflow Index. In addition, you or the user
group (Role) you belong to must have been granted the same role privileges for the Inbound
Profile selected in the Workflow Entry Screen, and the “Workflow Conversion“ checkbox for
that Inbound Profile should be ticked.
| To navigate to the Conversion Entry page: Select Workflow in the Home page. In the
Workflow Entry screen, select an Inbound Profile you want to process and then select Manage
content that failed to convert to PDF from the Select a workflow task drop-down list.
Displays filtered Displays the

message count. message count.
Select a search category from the dropdown list

and enter a search criteria in the For field. Then
click the Search icon to display the results.
Click to view Conversion / Upload

Click to display other Substitute Content page.
e-mail addresses. Hover on dots to
display full text
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Workflows
The displayed page provides a list of messages including the fields in the table below. Note
that these fields are common to other pages in the e-Messaging application; some fields in this
table might not be in the page you are viewing.
Customer ID Customer ID of the e-mail or SMS sender. List can be sorted in ascending or
descending order with this field.
Matched On How the above Customer ID was associated with this message
SMS.
To Displays first recipient with link to display other recipients in new window.
Subject E-mail subject.
Size E-mail size in KB
Date Date when e-mail was received
View Message Click the icon in this column to go to the View page.
Close Button that closes the workflow. This is only visible if the user has Workflow Close
role. Once clicked, the record disappears from the page.
Workflow Stage Displays the current workflow stage of the message. List can be sorted in ascending
or descending order with this field.
View History Click the icon under this column to view the History page.
Indexed A cross icon is displayed if it is not indexed and check icon if it is indexed.
The Process column is unique to Conversion Entry page. You can click the icon under the
Process column to display the Conversion/Upload Substitute Content page.
| To filter records based on a search category: Click Search dropdown list and select
category. Enter search criteria in the For field and then click the Search icon.
The search categories available for this page are:

• Customer ID – search for messages having a customer ID starting with the specified value
• From – search for messages having a sender address starting with the specified value
• To – search for messages having a recipient e-mail starting with the specified value
• Subject – search for messages having a subject starting with the specified value
• Date – search for messages having a send date matching the specified date
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Workflows
Conversion/Upload substitute content page

The Conversion/Upload Substitute Content page provides you with the ability to open messages
that failed in the automatic content conversion process. You can access this page only if you
have Workflow Convert permission. The following are the tasks you can perform with this page:
• Index inbound messages manually where no automatic index matches could be found.
Only if you have Workflow Index permission enabled, otherwise indexing features are
disabled. Further descriptions of index functions can be found in Workflow Indexing
section.
• Select from multiple index options if the automatic index matched more than a single
customer.
• Adjust the default expiry date for the document, provided the user has the Workflow
Expire permission.
• Delete some or all of the message content prior to archiving, provided user has Workflow
Delete permission.
• View and download content that failed to convert.
• Upload substitute content
• Change the content category allocated to the message.
| To select message to work with: Click icon under the Process column to display the
Conversion / Upload Substitute Content page. The page is populated with details based on the
selected message.
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Workflows
Common page properties and behavior
The fields in this page are explained in the table below. Note that these fields are common to
other pages in the e-Messaging application.
Fields and Buttons
From Displays the ‘From’ address in the e-mail header or the mobile number that
originated the message.
To Shows the first recipient with a link to display the rest in a new window.
CC Displays first copied recipient with a link to display the rest in a new window.
Date Displays the date when the e-mail or SMS was received.
Expiry Date Displays the message expiry date. Displayed if user has Workflow Expire permission
included in their role.
Subject Displays the e-mail subject.
Size Displays the e-mail size, in KB.
Part Displays the part from the Message Part Index record.
Description Displays the system generated description from the Message Part Index record. This
is a text input field that allows you to modify the description if necessary.
Content-type Displays the content-type of the message part.
Size Displays the size of the message part.
Archive / Delete The application displays this column if you have Workflow Delete permission.
View / Download button Displays the message part content in the iFrame at the bottom of the page. If your
browser will allow, you can save the content displayed in the iFrame to disk so that
you can convert it to the required format and upload this as substitute content as
described below.
Search You can choose from the following values, that were extracted from the e2 Vault, in
this dropdown list:
• Account Number
• Customer Name
• Customer Address
New Clicking this button changes the field types into text input fields for all three
dropdowns.
For Enter a search criteria and click the Search icon.
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Workflows
(continued) Fields and Buttons

Possible Matches The first 30 search results are displayed in this dropdown list.
Category The drop-down lists the message content categories which have been set-up for the
Vendor to which you belong.
Workflow Action The drop-down list has the following values:
Archive – available if you have Workflow Index permission
Archive & Close – available if you have Workflow Close permission
Do Not Archive (Delete) – available if you have Workflow Delete permission
Alert Manager – available to all users. Further details are described in Workflow Alerts
section on page 142.
Create Note – available to all users to add a note to this workflow action.
Update Category – available to all users to change the content category with which
the message has been associated.
Skip - available to all users. This unlocks the workflow item for some one else to
process.
The system uses a color-coding scheme for the background of each part displayed in the top
right section:
White– This is for parts in their original format. The delete radio button is checked.
Light blue – This is for parts that converted successfully but are awaiting manual
verification. The archive radio button is checked.
Red – This is for parts that failed to convert. The archive radio button is checked.
Depending on the status of indexing, the following will be the behavior of the search section
in the middle area of the page:
• Indexed = 0 in the Message Index record implies that there were zero index matches by
the auto-indexing function. If Indexed = 0 then the Account Number, Customer Name
and Customer Address fields are simply text input fields. You can fill in all or part of any
one of these fields and have matches returned through an e2 API lookup against that field
using settings provided in the Inbound Profile to perform the lookup.
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Workflows
• Indexed = 1 in the Message Index record implies that there is exactly one match by the
auto-indexing function. If Indexed = 1 then the Account Number, Customer Name and
Customer Address fields are simply text input fields with the values of the text boxes
populated respectively.
• Indexed = 2 in the Message Index record implies that there were multiple index matches
by the auto-indexing function. If Indexed = 2 then the Account Number, Customer Name
and Customer Address fields are displayed in a dropdown. The dropdown contains the
first 30 results from a new e2 API lookup at the time the page loads – first using e-mail or
mobile (MSISDN) From address and if that fails using the Last Name derived from the
e-mail address, e.g. “msmith@company_a.com”, “mike.smith@company_a.com”, or
“mike_smith@company_a.com”, depending on the format of the e-mail address
| To implement a Workflow Action: Select Workflow Action from the dropdown and click
the Submit button. If you selected Alert Manager, the Workflow Alert page will be displayed for
you to escalate the message to the appropriate manager by sending an e-mail message.
Clicking the Submit button will also trigger the Workflow processes of e-Messaging. Refer to
the Create Alerts section on page 142 for details on how to create an alert.
The bottom pane is an iFrame that displays the content (part of the message) that the user
selects to view or download.
| To view one of the message parts:Click icon under the View / Download column. If
you are not satisfied with the format of the content for a given message part and you wish to
change it, you can click Upload Substitute Content to implement the change.
| To upload substitute content: Click Upload Substitute Content in the Conversion / Upload
Substitute Content page.
The e-Messaging application renders a form on the bottom pane and prompts you to complete
the fields as shown in the image below.
The Part number generated by e-Messaging increments from S1 for the fist piece of substitute
content that is uploaded for a given message upwards.
Click the Upload button to attach the uploaded file to the message. The content gets written to
Folder Temp of the Inbound Profile with filename “From_Datetime_MessageIDHash_Part” and
a new record gets created in the Message Part Index table for the uploaded content.
| To save updates: Click Submit button. All changes to content and indexing are saved and
referenced by the workflow process selected except when Do Not Archive (delete) is selected. If
you have selected this workflow action, all updates will be disregarded.
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Workflows
Index entry
The Index Entry page provides you with a list of messages that need indexing or the auto-index
selection to be verified. You can access this page only if you have Workflow Index permission
associated with your role. In addition, you or the user group (Role) you belong to must have
been granted the same role privileges for the Inbound Profile selected in the Workflow Entry
screen, and the Workflow Indexing checkbox for that Inbound Profile should be ticked.
| To navigate to the Index Entry page: Go to Workflow. In the Workflow Entry Screen, select
the Inbound Profile you want to work with and then select Index Messages from the Select a
workflow task drop-down list.
Displays the Select a search category from the dropdown list

message count. and enter a search criteria in the For field. Then
click the Search icon to display the results.
Click to work on or edit the

corresponding message.
Click to display other

e-mail addresses.
Refer to the Common fields for message pages table on page 130 for details on the fields found in
this page. You can click the icon in the Index column to display the Indexing page – the
Index column is only visible in the Index Entry page. The Expiry Date column is also unique to
this page and displays the expiry date set for the document.
| To filter records based on a search category: Click Search dropdown list and select the
filter parameter. Enter search criteria in the For field and then click the Search icon.
The filter parameters available for this page are:

• From – search for messages having a sender e-mail or MSISDN starting with the specified
value
• Messages with Zero Index Matches – search for messages having no e2 matches
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Workflows
• Messages with Single Index Match – search for messages with an exact e2 match
• Messages with Multiple Index Matches – search for messages with multiple e2 matches
Indexing
The Indexing page provides you with the ability to open messages that require indexing. You
can access this page only if you have Workflow Index permission. You can perform the
following tasks from this page:
• Index inbound messages manually where no automatic index matches could be found.
• Select from multiple index options if the automatic index matched more than one
customer. Clicking New will switch the dropdown into text entry boxes and back.
• Adjust the default expiry date for the document, provided the user has the Workflow
Expire permission.
• Delete some or all of the message content prior to archiving, provided user has Workflow
Delete permission
• Change the content category allocated to the message.
| To select message to work with: Click the icon under the Index column and the
Indexing page is displayed populated with details from the selected message.
Refer to the Common page properties and behaviors section on page 132 for details on the fields.
| To implement a Workflow Action: Select Workflow Action from drop-down and click the
Submit button. Clicking Submit will also trigger the Workflow processes of e-Messaging.
selects to view.
| To view one of the message parts: Click the icon in upper right pane of Indexing page.
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Workflows
Respond
The Respond page provides a list of indexed and archived items that are still open and require a
response. The application links to the default e-mail client or the URL specified in the URL of
Business System field in the Inbound Profile record for you to be able to respond to the
message. You can only access this page if you have Workflow Close permission for the Inbound
Profiles that you working on. Also, the Inbound Profile needs to have the Workflow Respond
option enabled.
| To view/update the URL of Business System: Select Home / Operational Settings / Inbound
Profiles. Click an Inbound Profile in the Name column. Once Inbound Profile Settings page is
displayed, scroll to Workflow Settings section and view/update the URL of Business System field.
If you wish to include the workflow item ID as a parameter to the specified URL, tick the
Append Workflow Item ID to URL.
| To navigate to the Respond page: Go to the Workflow Entry screen, select the Inbound
Profile you want to process and select Prepare response to message from the Select a workflow task
dropdown.
Select a search category from the dropdown list

Displays the and enter a search criteria in the For field. Then
message count. click the Search icon to display the results.
Click this icon to

view the message.
“Hover over number to

display Workflow
Stage description.
Message Category. Click to

Click to display other change category. Hover Click to this icon to
e-mail addresses. over the … to see category close the workflow.
description
Click to access the default e-mail

client or URL of business system.
Refer to the Common fields for message pages table at page 130 for details on the common fields
found in this page. The page provides a list of messages and includes two new fields:
Category – displays the content category with which the message has been associated. The
value is displayed as a URL. When clicked the Categories page opens for that message to allow
the allocated category to be updated.
Respond – click the icon in the Respond column to your default e-mail client or to connect
to the URL of the business response system.
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Workflows
Preparation for the launch of the e-mail client

is done by providing an intermediary page
where you can opt to open the local e-mail
client or rollback changes made to the
message. Click on the “Please click here to
continue” link to open the local e-mail client, or click “Rollback Changes” to cancel changes.
| To filter records based on a search parameter: Click Search dropdown list and select
search parameter. Enter search value in the For field and then click the Search icon.The search
categories available for this page are:
• From – search for messages having a sender e-mail or MSISDN starting with the specified
value
Process alerts
The Process Alerts page provides you with a list of messages that have been escalated for your
attention. You can access this page only if you have Workflow Alert permission for Inbound
Profiles that you are accessing.
| To navigate to the Process Alerts page: Select Workflow. In the Workflow Entry screen
displayed, select the Inbound Profile you want to work with and then select Messages alerted
for my attention from the Select a workflow task dropdown.
Displays the
message count.
Click on the Workflow Stage link to display

description of the Workflow Stage.
Click to display details of user who

escalated the workflow item.
Click to display details of user Click this icon to view

workflow item escalated to. the History page.
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Workflows
found in this page. The displayed page provides a list of messages with the following unique
fields:
Process Alerts page - unique fields
Raised by Displays the user who escalated the workflow item.
For Attention Of Displays the user to which workflow item was escalated to.
| To filter records based on a search category: Click Search dropdown list and select
category. Enter search criteria in the For field and then click the Search icon.

• From – search for messages having a sender e-mail starting with the specified value
• Raised by – search for messages alerted by a user having a name starting with the
specified value
• Attention Of User – search for messages alerted for the attention of a specific user having a
name starting with the specified value
Bounced messages
The Bounced Messages page displays a lists of delivery status notifications containing details
on why messages bounced so that you can correct the e-mail address or phone numbers of
users in the necessary systems. You can access this page only if you have the Workflow Bounce
permission associated for the selected Inbound Profile. Also, the Inbound Profile you will be
accessing should have the Workflow Bounce option enabled.
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Workflows
| To navigate to the Bounced Messages page: Select Workflow. In the Workflow Entry Screen
displayed, select the Inbound Profile you want to work with and then select Process bounced
messages from the Select a workflow task dropdown.
Click to update
bounce type.
Refer to the Common fields for the message pages table on page 130 for details on the common
fields found on this page. The displayed page provides a list of messages with the one new
field:
Bounce Type – this information is the Bounce type associated with the outbound message
record. The User can update bounce type as needed
| To update bounce type: Click on Bounce Type hyperlink. Select Bounce Type from the
dropdown list and click Save. To disregard changes, click on browser back page button.
| To filter records based on a search parameter: Click Search dropdown list and select a
search parameter. Enter search criteria in the For field and then click the Search icon.

• Bounce Type – search for messages having a bounce type description starting with the
specified value
Overview
The Overview page provides you with a list of workflow items that you can view. This Page can
be viewed by all users with access to messages processed by the selected Inbound Profile and
also for users with the View Reports permission.
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Workflows
| To navigate to the Overview page: Select Workflow. In the Workflow Entry Screen, select
the Inbound Profile you want to work with and then select Messages Overview from the Select a
workflow task drop-down list.
Click to unlock
the workflow.
Click to display details of user who

performed the last workflow action.
Message Category. Click to

change category. Hover
over the … to see category
description
found in this page. The displayed page provides a list of messages with the following unique
fields:
Overview page - unique fields
Category Displays the content category with which the message has been associated. The
value is displayed as a URL. When clicked the Categorise page opens for that
message to allow the allocated category to be updated.
Checked Out Displays the current check-out status of the message. “0” means checked-out while
“1” means checked-in.
Date of last Workflow Action Date of last workflow action.
User Username of user who performed the last workflow action.
Unlock Click the icon under this column to unlock the workflow. This is only visible if the
user has Workflow Manager role.
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Workflows
| To filter records based on a search parameter: Click Search dropdown list and select
search parameter. Enter search criteria in the For field and then click the Search icon.

• Workflow Stage – search for messages having its workflow stage matching the specified
value
• Over x days since last action – search for messages which did not receive any user action for
the specified number of days (from the current date)
• User – search for messages assigned/alerted to a user having a name starting with the
specified value
• Checked Out – search for messages locked by a user or available for processing
• Category – search for messages that have been associated with a particular content
category
Create alerts
The Create Alerts page allows you to create an alert for the workflow item you are working
with. The Create Alerts page can be accessed from the Conversion / Upload Substitute
Content, Indexing, Bounce, Respond, View and History pages.
| To navigate to the Create Alerts page: Select Alert Manager from

Workflow Action dropdown button and click Submit button. Note that
the dropdown list displayed will vary depending on the page where
the Create Alerts page is being launched.
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Workflows
| To create an alert: Update Select User and Note fields and click Submit button.
Users displayed in the dropdown list are

users authorized with the Workflow Manager L IF A NEW USER WAS CREATED AFTER THE ALERT
WAS CREATED, THE NEW USER WILL SEE THE
permission for the selected Inbound Profile. ALERT PROVIDED IT BELONGS TO AN INBOUND
You can choose “All”, in which case no e-mail PROFILE WHICH THEY ARE ASSOCIATED WITH.
notification is sent. Instead, an alert appears
for all users with access to the selected Inbound Profile when they enter the Process Alerts page.
Click Submit button to send the alert.
Create note
The Create Note page allows you to create a note for the workflow item you are working with.
The Create Note page can be accessed from the Conversion / Upload Substitute Content,
Indexing, Bounce, Respond, View and History pages.
| To navigate to the Create Note page: Select Create Note from

Workflow Action dropdown button and click Submit button. Note that
the dropdown list displayed will vary depending on the page where
the Create Note page is being launched.
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Workflows
| To create a note: Enter a Note and click Submit button.
View
The View page allows you to view message content (and its indices) that is still in the workflow
process; i.e. has not yet been closed. You can click View from Bounced Messages, Respond,
Process Alerts, Overview or History pages. This page is accessible to any user for messages
being processed in Inbound Profiles to which they have access and also for users with the View
Reports permission.
| To navigate to the View page: Click the icon under the View Message column for the
message’s content you want to view. The View page will open as shown in the image below.
Refer to the Common page properties and behaviors section on page 132 for details on the other
common fields in this page. The following are unique to the View page:
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Workflows
The second left pane displays the following values:

• Account Number – Displays account number of customer
• Customer Name – Displays customer name
• Customer Address – Displays customer address
The second center pane displays the Category. The drop down lists the message content
categories that have been defined for your Vendor. The currently allocated content category
for the message is preselected.
The second right pane displays the Workflow Action drop-down with following values:
• Close - closes the workflow. This is only visible if the user has Workflow Close role. Once
clicked, the record disappears from the page.
• Respond – takes user to default e-mail client or URL of business response system.
• Alert Manager – available to all users. Further details are described in Create Alerts
section.
• Create Note - available to all users. Further details are described in Create Note section.
• Skip – skips the current record and unlocks it. You will be returned to the previous page
you are working on
The third pane presents the Workflow History for this workflow item showing what workflow
actions have been carried out on this workflow item to date. Further details of these fields can
be found in the History section.
Submit button. Clicking the Submit button will also trigger the Workflow processes of
e-Messaging.
selects to view or download.
| To view selected message part: Click the icon in the upper right pane of View page.
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Workflows
History
The History page allows you to view the history of all the workflow actions that have taken
place on a particular workflow item. You can click View History from Process Alerts or Overview
pages. This page is accessible to any user for messages being processed in Inbound Profiles to
which they have access and also for users with the View Reports permission.
| To navigate to the History page: Click the icon in the View History column for the
message you want to view history details..
Enumerated in the table below are the fields found in this page:
History page
Message Index Details section
SMS.
To Displays the first recipient.
CC Displays the first copied recipient.
Date Date when e-mail was received.
Expiry Date Displays the message expiry date.
Subject The e-mail subject.
Archive Indicates if the message archived or not.
Customer ID Displays the account number of the customer.
Customer Name Displays the customer name.
Customer Address Displays the customer address.
Indexed By Displays the parameter by which the message was indexed.
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Workflows
(continued) History page

Workflow Action The dropdown list of possible workflow actions that can be performed on this
workflow item depending on the permissions you have been granted.
The Workflow Action drop-down has the following values:

• Content Conversion – if user has Workflow Convert permission. Takes user to
Conversion / Upload Substitute Content page.
• Indexed – if user has Workflow Index permission and message is not yet indexed.
Takes user to Indexing page.
• Close - closes the workflow item. This is only visible if the user has Workflow
Close role. Once clicked, the record disappears from the page.
• Alert Manager – available to all users. Further details are described in Create
Alerts section.
• Skip – skips the current record and unlocks it. You will be returned to the
previous page you were working on
Revert Users with the “Workflow Manager” permission associated with their role are given
an option to revert a workflow item back to a previous workflow stage.
Message’s workflow history section

Date Displays the date & time of workflow action.
User Displays the username.
Workflow Stage Displays the workflow stage of the workflow record.
Note Displays any note associated with the workflow item..
Submit button. Clicking the Submit button will also trigger the Workflow processes of
e-Messaging.
| To view the message: Click the icon beside the Submit button, or the Message ID link
beside History for Message to go to the View page.
| To revert a workflow action: Select Workflow Stage to be reverted back to from the
dropdown and click the Revert button. When reverting back to a previous Workflow Stage, the
user is forced to enter a note describing why they are reverting back the Workflow Item. This
feature is only available to users with the Workflow Manger permission associated with their
role.
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Generating Reports
Reports
The e-Messaging solution provides comprehensive and graphic reporting that includes:
• Messages sent (selected by various criteria)
• Message delivery statuses
• Temporary & permanent delivery failures
• Replies
• Successful deliveries
• Opens
• General overviews as pie charts
• Trend overviews as line graphs
• Inbound messages and their stages of processing
• Audit reports
• Error reports
• Export to PDF
• Export to CSV
• User Group reports
• Mail as PDF
| To navigate to a specific
report: select Home and select the
report name from those listed Click one of these
under the Report column links to view a specific
– or – report.
select Report and select the report
name from those listed under the Report column.
– or –
If you are already in one of the reports, you can move to another desired report by clicking on
the links displayed across the bottom of the page.
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Reports
Sent messages report (global)

The Sent (Global) is a report on sent messages for a given vendor within the e-Messaging
system. You can only view this report for messages sent by Outbound Profiles in which you or
your group has been granted the View Report permission.
When you select the option to view this report, you will be directed to the Sent Messages Report
(Global) Report Parameter Screen page.
Select the type of report

to generate.
Select the date range for

the report.
The first dropdown allows you to select between reporting on:

• Messages sent by specific OutProfiles
• Messages sent by a specific Scheduled Job
For Super Users

The Select vendor you would like to prepare global sent
report on dropdown menu is accessible for super
users.
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Reports
Messages sent by specific OutProfiles
If you select Messages sent by specific

OutProfiles, you can select which Outbound L REFER TO OUTBOUND PROFILES SECTION ON
PAGE 48 FOR MORE DETAILS.
Profiles for the report.
The outbound profiles listed here are

filtered according to the outbound profile
assigned to a specific user. This is defined
in the Outbound Profile Settings page.
If there are many Outbound Profiles granted to a user, the filter search function provided
allows easy searching of Outbound Profiles.
When you have filtered the Outbound Profiles displayed on the left box, you can add or
remove items from left to right and vice versa using the > >> < << icons.
You can also select the date range for the report. Click the Generate Report button to direct you
to the report page.
This is the period over which

the report is generated.
Listed here are the statistics for

the selected outbound profile.
For each selected Outbound Profile, the following common statistics are generated:
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Reports
• Total Messages sent – counts outbound messages where date sent is in specified range
and Outbound Profile is equal to the selected Outbound Profile.
• Messages with temporary delivery failure – counts messages where status code is
“TEMPORARY_FAILURE“.
• Messages with permanent delivery failure – counts messages where status code is
“PERMANENT_DELIVERY_FAILURE“.
• Messages with unknown delivery failure - counts messages where status code is
“UNKNOWN_DELIVERY_FAILURE”.
• Messages that have been replied to – counts messages but includes condition where
date response is not empty. Note that the Out of Office replies are not included in this
count. Out of Office replies are counted separately in the Messages with Out of Office replies
as described below.
• Messages that have been opened/clicked through - counts messages but includes the
condition where date opened is not empty.
• Messages with Out of Office replies – counts the number of messages that have
received Out of Office replies. Note that the Out of Office replies count is a separate count
to the count of Messages that have been replied to described above.
If any of the counts in the above report are greater than zero then the count description
becomes a URL link that generally connects to the Workflow Overview page displaying a
detailed searchable list of the response or status messages that were included in the count.
The exception is the Messages that have been opened/clicked through link which instead connects
to a Sent (Individual) report providing a filtered, and searchable list of messages that were
included in the Messages that have been opened/clicked through count. This is because messages
being opened or clicked through do not result in workflow items being created.
It is possible for the From, Reply-to, Return-path or Errors-to headers that are specified in the
Outbound Profile to be overridden on a message by message basis by specifying these values
in the DIJ. This requires different Inbound Profiles to be configured to process the replies and
delivery status messages that get sent to the different e-mail addresses. The message counts in
the Sent (Global) report include all messages regardless of the Inbound Profile that processed
the response or status message. When response or status messages are processed by more than
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Reports
one Inbound Profile then the URL links in the Sent (Global) report will link to an intermediate
page that provides an overview of which Inbound Profiles processed what quantity of the reply
or status messages.
The intermediate page provides a breakdown of how many of the total reply or status messages
were processed by each Inbound Profile. Each of the counts on the intermediate page is a URL
link that connects to the Inbound Profile’s Workflow Overview page displaying a detailed
searchable list of the response or status messages that were included in the count.
The layout of the table on the intermediate page is configurable in tableColumns.properties as

described in the e-Messaging Reference Guide.
Each Outbound Profile included in a Sent (Global) report includes additional URLs to:
• View status of resolving delivery failures
• View messages by domain
The View status of resolving delivery failures link connects to a summary of the workflow items
relating to message delivery failures that are still open and workflow items that are already
closed.
If either of the above counts is greater than zero then the title becomes a URL link to the
Workflow Overview page displaying a detailed searchable list of the status messages that were
included in the count. Again, if there is more than one Inbound Profile processing the status
messages represented in the count then the URL will first open an intermediate page detailing
what number of opened or closed workflow items are being processed by each Inbound Profile
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Reports
In this scenario the counts on the intermediate page are again URL links that connect to the
Inbound Profile’s Workflow Overview page displaying a detailed searchable list of the workflow
items that were included in the count.
The View messages by domain link connects to a page that breaks the reported values down by
the recipient email domain name. This allows you to analyse whether your outbound messages
are failing to be delivered into certain ISP networks more often than others.
The list of recipient domain names is searchable and sortable. All counts greater than zero in
this overview are URL links that generally connect to the Workflow Overview page displaying a
detailed searchable list of the response or status messages that were included in the count.
The exception is the Messages that have been opened/clicked through link which instead connects
to a Sent (Individual) report providing a filtered, and searchable list of messages that were
included in the Messages that have been opened/clicked through count. This is because messages
being opened or clicked through do not result in workflow items being created. Again, when
response or status messages are processed by more than one Inbound Profile then the URL
links in this report will link to the intermediate page that provides an overview of which
Inbound Profiles processed what quantity of the reply or status messages. This intermediate
page is described above.
For Outbound Profiles configured for sending SMS, the following statistics are provided in
addition to the common ones:
• Messages with unknown failure - counts messages where status code is “001“.
• Queued messages - counts messages where status code is “002“.
• Messages delivered to gateway - counts messages where status code is “003“.
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Reports
• Messages with error - counts messages where status code is “005“.

• User cancelled message delivery - counts messages where status code is “006“.
• Messages with delivery error - counts messages where status code is “007“.
• Messages with routing error - counts messages where status code is “009“.
• Expired messages - counts messages where status code is “010“.
• Queued messages for later delivery - counts messages where status code is “011“.
• Out of credit messages - counts messages where status code is “012“.
On each statistics entry, if the number of corresponding messages is greater than zero, the
entry can be clicked to view the related messages in the Sent (Individual) Report page.
Note that these statistics are presented as a pie chart and as a line graph showing distribution
of messages by month over the selected period.
At the bottom of the page are options to save the report either
as a PDF to the local drive or e-mail it as a PDF attachment.
If you choose to e-mail it as a PDF

attachment, click the Mail as PDF to
button. You will be redirected to the
E-mail Details window.
After entering the e-mail
addresses, click the Send Mail
Enter the complete e-mail addresses and button to send the PDF
click Send Mail button. This will send the attachment.
PDF to the e-mail addresses.
Click the View status of above delivery

failures link to view the status of delivery
failures.
Status of delivery failures.
If the count is more than zero, a link will be displayed and you can access an overview of the
messages in the Workflow Overview page as described in the Working with Workflows chapter.
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Reports
Messages sent by a specific Scheduled Job
If you select Messages sent by a specific Scheduled Job, you will be directed to the Sent Messages
Report (Global) Report Parameter page.
You can search and filter the

jobs by entering a search criteria
in these fields.
The page displays all the Scheduled Jobs that you are granted access to. When you are
presented with a long list of Scheduled Jobs, you can search and filter the jobs. Enter a search
criteria in Scheduled Job Name, Version and Date (start date) fields and then click the Search
icon.
For Super Users

The Filter by-Vendor dropdown
menu is accessible for super
users.
The list of Scheduled Jobs have the following columns displayed:

• Name – Scheduled Job name.
• Version – Scheduled Job version.
• Description – description of Scheduled Job.
• Start Date & Time – start date and time of Scheduled Job.
• Created by – first name and last name of user who created the Scheduled Job.
• Dot icon – click to select Scheduled Job to report on.
The displayed Scheduled Jobs displayed under the Name column are URL links that display
the details of the Scheduled Job. You can also click on the user name hyperlink in the Created
by column to display the details of the user.
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Reports
Click the Generate Report button to direct you to the report page.
For the selected Scheduled Job, details and statistics are

displayed at the upper part of the report showing the
following:
• Name – Scheduled Job name.
• Version – Scheduled Job version.
• Description – description of Scheduled Job
• OutProfile – name of the Outbound Profile referenced
by the Scheduled Job. You can click on the hyperlink to
display details of the Outbound Profile.
• DataFlow Plan – name of the Data Flow process
referenced by the Scheduled Job. You can click on the
hyperlink to display details of the dataflow plan.
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Reports
• DOC1 Template / Application – name of the DOC1 template / application referenced

by the Scheduled Job. You can click on the hyperlink to display details of the DOC1
template / application.
• Created by – first name and last name of user who created the Scheduled Job. You can
click on the hyperlink to display the user.
• Start Date & Time – start time of Scheduled Job.
• Finish Date & Time – finish time of Scheduled Job.
• Time Taken – duration from start to finish of scheduled job.
• Total Messages sent – number outbound messages generated from the Scheduled Job.
For e-mail messages.

• Messages with temporary delivery failure – counts messages where status code is
"TEMPORARY_FAILURE".
• Messages with unknown delivery failure – counts messages where status code is
"UNKNOWN_DELIVERY_FAILURE".
• Messages with permanent delivery failure – counts messages where status code is
"PERMANENT_DELIVERY_FAILURE".
• Messages that have been replied to – counts messages but includes condition where
date response is not empty. Note that the Out of Office replies are not included in this
count. Out of Office replies are counted separately in the Messages with Out of Office replies
that is described below.
• Messages that have been opened/clicked through – counts messages but includes
condition where date opened is not empty.
• Messages with Out of Office Replies – counts messages that received an Out of Office
reply. Note that the Out of Office replies count is a separate count to the count of
Messages that have been replied to described above.
For SMS messages.

• Messages with unknown failure – counts messages where status code is "001". Only
visible if the Scheduled Job processed SMS messages.
• Queued messages – counts messages where status code is "002". Only visible if the
Scheduled Job processed SMS messages.
• Messages delivered to gateway – counts messages where status code is "003". Only
• Messages with error – counts messages where status code is "005". Only visible if the
158
Reports
• User cancelled message delivery – counts messages where status code is "006". Only
• Messages with delivery error – counts messages where status code is "007". Only visible
if the Scheduled Job processed SMS messages.
• Messages with routing error – counts messages where status code is "009". Only visible
if the Scheduled Job processed SMS messages.
• Expired messages – counts messages where status code is "010". Only visible if the
• Queued messages for later delivery – counts messages where status code is "011". Only
• Out of credit messages – counts messages where status code is "012". Only visible if the
If you want to view the status of delivery failures, click View status of resolving delivery failures
link.
For each of the message counts, if the number of corresponding messages is greater than zero,
then a link will be provided to the left side of the entry which can be clicked to view the
Workflow Overview of the Inbound Profile that processed the response or status messages.
Should the response or status messages be getting processed by more than one Inbound
Profile then the link will open an intermediate page that specifies how many of the messages
are being processed by each of the different Inbound Profiles. The message counts on this
intermediate page are URL links connecting to the Workflow Overview of the Inbound Profile
that processed the response or status messages. The URL for the count of Messages that have
been opened / clicked through connects to a Sent (Individual) report providing a filtered, and
searchable list of messages that were included in this message count. This is because messages
being opened or clicked through do not result in workflow items being created.
The View status of resolving delivery failures URL connects to a summary page providing an
overview of how many of the workflow items related to failed messages currently remain open
and how many are closed.
159
Reports
If there are more than zero workflow items for any of the failure types described on the above
status page then the descriptions are URL links to view the Workflow Overview of the Inbound
Profile that processed the status messages. Should the response or status messages be getting
processed by more than one Inbound Profile then the link will open an intermediate page that
specifies how many of the messages are being processed by each of the different Inbound
Profiles. The message counts on this intermediate page are URL links connecting to the
Workflow Overview of the Inbound Profile that processed the response or status messages.
If you wish to e-mail the report as a PDF attachment, click the Mail as PDF to button. You will
be redirected to the E-mail Details page.
Enter the complete e-mail addresses and click Send Mail button. This will send the PDF to the
e-mail addresses.
If you wish to save a local copy of the PDF, click the Save as PDF button.
If you wish to save a local copy of the recipient list, click the Export Recipient List to CSV button.
160
Reports
Sent messages report (individual)

The Sent (Individual) is a report on sent messages for a given individual. You can only view this
report for messages sent by Outbound Profiles in which you or your group has been granted
the View Report permission.
When you select to view this report, you will be directed to the Sent (Individual) report page.
This column lists when

the message was sent.
This column refers to the name of the
outbound profile referenced by the message.
This column lists the Click the history link in

subject of the messages. this column to access
the History page.
This column shows list that refers Click the view link in this
This column refers to the workflow
to the message To address. column to access the
stage of the message. “None” is
displayed if no workflow stage exists. View page.
You can select an individual to report on by

Customer ID or E-mail Address (or MSISDN
number). Select a filter, enter search criteria and
then click the Search icon.
For a selected customer, you can further filter the results

by Date Sent, Subject, Outbound Profile or Date Opened.
Select a filter, enter search criteria and then click the
Search icon.
If you select to filter the results by Outbound Profile, the text

entry box is changed to a dropdown selection populated
with Outbound Profile Names that the user is allowed to
access.
To generate the report, click on the Search icon. Options to save the report as PDF, CSV or
e-mail it as a PDF attachment are available.
If you want to e-mail it as a PDF attachment, click the Mail as PDF to button.
e-mail addresses.
161
Reports
Configuring the layout of the sent messages report (individual)

It is possible to configure how many rows are displayed at a time for this report, similar to the
workflow screens described earlier. For further details on how to configure the numbers of
rows displayed at a time on the this screen refer to the install.properties settings described in
the e-Messaging Reference Guide.
For this report it is also possible to configure the number characters text that are displayed by
default in each column. Should a text field have more characters than those that are displayed,
then the displayed text is appended with “…” and hovering the cursor over the “…” will display
the full text as a tooltip. For further details on how to configure displayed text lengths on the
above screens refer to the tableColumns.properties settings described in the e-Messaging
Reference Guide. The purpose of these settings is to minimize or eliminate the amount of
scrolling that users need to perform in order to view the details of an Individual Sent Message
Report.
162
Reports
Inbound messages & workflow reports

The Inbound Messages & Workflow Reports is a report on inbound messages and workflows for a
given set of Inbound Profiles. You can only view this report for messages processed by
Inbound Profiles for which you, or your group have been granted View Report permission.
When you select to view this report, you will be directed to the Inbound Messages & Workflow
Reports Parameter Screen page.
This shows the number of

messages currently queued in
The inbound profiles displayed e-Messaging solution for archive
here are profiles that the user preparation.
has access to.
When JavaScript is enabled, the values get updated once every 10 seconds based on the
number of Message Index records not archived. You can click on the Refresh button to refresh
the counter when JavaScript is disabled in the browser.
If many Inbound Profiles grant a user the View Report permission, then the filter search
function provided allows easy search of an Inbound Profile.
When you have filtered the Inbound Profiles displayed on the left box, you can add or remove
items from left to right and vice versa using the > >> < << icons.
Similarly, you can also select the workflow stages to be included in the report generation.
Selecting “All Workflow Stages” will generate reports for all workflow stages selected in the
Inbound Profiles.
You can add or remove Workflow Stages to be reported on using the > >> < << icons. Again, you
can select the date range for the report.
163
Reports
For each selected Inbound Profile, statistics are generated in a boxed table at the left hand
side of the report showing the following:
• Requires manual content
categorisation – counts the workflow L YOU CAN CLICK ON THE HYPERLINK TO DIRECT YOU
TO THE WORKFLOW OVERVIEW PAGE TO SEE THE
items with workflow stage - "0" and DETAILS OF THE MESSAGES.
associated with the Inbound Profiles
selected.
• Requires manual content conversion – counts the workflow items with workflow stage -
"1" and associated with the Inbound Profiles selected.
• Requires manual indexing – counts the workflow items with workflow stage - "2" and
associated with the Inbound Profiles selected.
• Bounced Messages – counts the workflow items with workflow stage - "3" and associated
with the Inbound Profiles selected.
• Indexed but open – counts the workflow items with workflow stage - "4" and associated
with the Inbound Profiles selected.
• Archiving off, e-Messaging to reply – counts the workflow items with workflow stage -
• In Progress – counts the workflow items with workflow stage - "5" and associated with the
Inbound Profiles selected.
• Closed – counts the workflow items with workflow stage - "6" and associated with the
Inbound Profiles selected.
• Passed to external system to close – counts the workflow items with workflow stage -
• Alert – counts the workflow items with an existing alert and associated with the Inbound
Profiles selected.
164
Reports
The statistics are presented as a pie chart showing distribution of messages over the selected
period.
After the Inbound Profile statistics and pie charts have been displayed, you will be able to see
the totals of all selected Inbound Profiles in a similar way.
At the bottom of the page are options to save the report as a PDF to the local drive or e-mail it
as a PDF attachment.
Again, if you choose to e-mail it as a PDF attachment, click the Mail as PDF to button.
Enter the complete e-mail addresses on the fields and click Send Mail button. This will send
the PDF to the e-mail addresses.
User groups reports

In order to make it easier to associate large groups of users with an Inbound Profile or
Outbound Profile, it is ideal to associate all users that have a particular Role (for a given
Vendor) with a profile - provided the Role includes the required permission for the task that is
being associated. The User Groups Reports allows you to view the users associated with a certain
Role for a given vendor.
Only users with the following permissions may access the User Groups Reports:
• Edit Vendor
• Edit Roles
• Manage User
• View Reports
• Edit Inbound Profiles
• Edit Outbound Profiles
When you select to view this report, you will be directed to the User Groups Reports Parameter
Screen page.
Click the View description of roles

link to display the description of
the role and its vendor
association.
IMPORTANT:Only super users will be able to filter roles / groups by vendor. Other users will
only be able to view roles / groups created for the vendor to which they belong.
165
Reports
After clicking the View description of roles link, a new window opens presenting the privileges
associated with the different Roles for a particular Vendor.
Click the Submit button to direct you to the report page. The report is generated for a given
role / group.
Click on the Username hyperlink

to display the user details.
If the list is long, you can filter by User Name, First Name or
Last Name. Enter the search criteria and then click the Search
icon.
Click the Back to User Group Selection button to go back to the report's entry page.
e-Messaging audit reports

The e-Messaging Audit Reports are reports on user actions in e-Messaging. Only users with the
View Audit permission are allowed to generate this report.
166
Reports
When you select to view this report, you will be directed to the e-Messaging Audit Reports
Parameter page.
Select a user from the

dropdown menu.
You can select the user you want to generate an audit report from a dropdown list containing
users belonging to your vendor. You can also select "All" users.
If there are many users listed, you can use the

search function to find a particular user.
For Super Users

Initially when you view the page, all the Actions are
displayed on the left box. You can filter what is
displayed by using the search function.
.You can add or remove items from left to

right and vice versa using the > >> < <<
icons.
L SELECT THE VENDOR YOU WOULD LIKE TO
PREPARE THE AUDIT REPORT USING THE
DROPDOWN MENU. CLICK ON THE CHANGE
VENDOR BUTTON TO REPOPULATE THE USER LIST
DROPDOWN MENU WITH THE USERS ASSIGNED TO
THE SELECTED VENDOR.
167
Reports
You can also select the date range of the report. Click the Generate Report button to direct you
to the report page.
For each selected user, the following action details are displayed:
• User – first name and last name of the user being audited. You can click on the hyperlink
to display the user details.
• Date – date and time of action taken.
• Action – description of action taken by user.
• Record – the e-Messaging table / record affected by the action.
168
Reports
• Details – click on the eye icon to open a new page with additional details for the above
record.
Highlights new entry
Highlights update to
existing entry
You can save the report as a PDF or a CSV file to the local drive or e-mail it as a PDF
attachment.
If you choose to e-mail it as a PDF attachment, click the Mail as PDF to button.
e-mail addresses.
e-Messaging error reports

The e-Messaging Error Reports allows you to search for errors detected by e-Messaging. Only
users with View Audit permission can access this report.
The e-Messaging application generates one log file in the Folder Log, specified in the vendor
record every 24 hours. It appends to the most recent log file the following Process Error fields
as they are written to the database:
Datetime<tab>ErrorCode_id<tab>Description<CR>
The filenames of the Process Error log files commences with a date stamp format “YYYYMMDD”.
169
Reports
When you select to view this report, you will be directed to the e-Messaging Error Reports
Parameter Screen page.
You can select which error codes to be

generated by entering a search criteria
and clicking on the Search icon.
Error codes are initially

displayed here.
You can also select the

date range for the report
with these fields.
You can add or remove items from left to right and vice versa using the > >> < << icons.
The report period

is shown here.
This column displays

This column displays the description of the
logged error code. error code.
The Date column displays
the date when the error
record was created. Click the eye icon to open a
new page with additional
details for the record.
170
Reports
Items that end with "_id" are URLs

that opens a similar table with details
of the referenced record.
You have the option to save the

report as a PDF or as a CSV file to the
local drive or e-mail it as a PDF
attachment. Click on the Vendor Id to
view details of the record
If you choose to e-mail it as a PDF being referenced.
attachment, click the Mail as PDF to

button.
Enter the complete e-mail addresses

and click Send Mail button. This will
send the PDF to the e-mail addresses.
Application monitoring support

The e-Messaging solution can be configured to enable an event notification facility within its
processes. This is made possible by JMX (Java Management Extensions) which are a Java
standard solution for application and network management. For more details on the JMX
implementation in e-Messaging, refer to the e-Messaging Reference Guide.
171
Appendix
Appendix A – Glossary
API(Application Programming Interface)
A set of calling conventions defining how a service is invoked through a software package.
CCM(Customer Communication Management)

A technology used by companies to improve their communication intelligence—to create
experiences that are more relevant, more satisfying, more effective and more efficient.
CSV(Comma Separated Values/Variables)

A computer file format in which individual data values are separated from each other by
commas. Used in Microsoft Excel and database software.
DFS
Data Flow Server. A software solution from PBBI to extract, transform and/or load data.
DIJ(Document Interchange Journal)

The standard way in which metadata on DOC1 produced content is exchanged between the
different components of PBBI Communication Management suite. It is an XML based file that
DOC1 (version 4.1 and beyond) is able to generate in parallel to the formatted output it
generates.
DNS(Domain Name System)

A system that translates a name to an IP address so that a website or other service can be
accessed using an easily-remembered named (like 'www.google.com'), rather than a number
(like '192.168.0.1').
ETL(Extract, Transform, Load)

This is the process of extracting data from operational data sources or external data sources,
transforming the data which includes cleansing, aggregation, summarization, and integration.
Gateway
A gateway is a node that serves as an entrance to another network, and vice versa. Gateways are
most commonly used to transfer data between private networks and the Internet.
HTML(Hypertext Markup Language)

A text file containing small markup tags that tell the Web browser how to display a web page.
173
Glossary – HTTP(Hypertext Transfer Protocol)
HTTP(Hypertext Transfer Protocol)

The set of rules for transferring files on the World Wide Web.
iFrame
iFrame (from inline frame) is an HTML element which makes it possible to embed another
HTML document inside the main document.
IVR
Interactive Voice Response system. Often used in call centers to automatically route calls based
on user selections.
JavaScript
The most popular scripting language on the Internet to add interactivity to web pages. It is
commonly used to validate forms, detect browsers, and create cookies.
JavaScript
The most popular scripting language on the internet to add interactivity to web pages. It is
commonly used to validate forms, detect browsers, and create cookies.
JMX
or Java Management Extensions
LDAP
The Lightweight Directory Access Protocol, or LDAP, is an application protocol for querying
and modifying directory services running over TCP/IP.
MHT(MIME HTML(Multipurpose Internet Mail Extension HTML))

It is a proposed standard (in 1999 and not yet approved) for including resources that in usual
HTTP pages are linked externally, such as images and sound files, in the same file as the HTML
code, based on RFC 2557.
MIME(Multipurpose Internet Mail Extensions)

A format designed originally to include images, sounds, animations and other types of
documents within Internet mail messages.
MSISDN
Mobile phone number formatted as defined by the ITU-T (International Telecommunication
Union). MSISDN is at most 15 digits long and consists of:
CC - Country Code (1-3 digits e.g."44" for the UK)
NDC - National Destination Code (e.g. 3 digits in Czech Republic)
SN - Subscriber Number (e.g. 6 remaining digits (123456))
174
Glossary – PDF(Portable Document Format)
PDF(Portable Document Format)

A document-encoding process developed by Adobe that maintains page layout, fonts, and
graphics and can include many other features such as hyperlinks.
PDF/A
A standard format for long-term archiving in accordance with ISO 19005: PDF/A. For more
details see www.pdfa.org
RTF(Rich Text Format)

An export file format supported by many word processors and desktop publishing programs.
Single sign-on
A method of access control that enables a user to authenticate once and gain access to the
resources of multiple software systems.
SMS(Short Message Service)

Also called text messaging, is a means of sending short messages to and from mobile phones.
SMSC
Short Message Service Center. A gateway for sending SMS messages.
SMSi
Shorthand for SMS Inbound gateway. By default this is the HTTP Callback API provided by
Clickatell’s SMSC (www.clickatell.com)
SMSo
Shorthand for SMS Outbound gateway. By default this is an SMTP connection to the SMTP API
provided by Clickatell’s SMSC (www.clickatell.com)
SMTP(Simple Mail Transfer Protocol)
The set of processes used for e-mail transmission by the bulk today's Internet e-mail systems.
In practice, this protocol gets the e-mail message from the originator to the e-mail server
supporting the recipient(s). The actual e-mail receipt is usually handled using either POP3 or
IMAP.2
SSL
Secure Sockets Layer, a communications protocol predecessor to Transport Layer Security.
URL(Universal Resource Locator)

The address that defines the path to a file on the Web or any other Internet facility.
175
Vendor
A company or organization using e-Messaging. Multiple organizations can be supported inside
a single instance of e-Messaging by configuring a different Vendor for each organization.
XML(Extensible Markup Language)

A standard for creating markup languages which describe the structure of data.
ZIP
A compressed form of a file or archive of multiple files. A convenient method of packaging files
for Internet delivery to translators.
176
Index
A command line
calling e-Messaging 120
configuration
action buttons 27 attachments 117
active status operational 14
secret questions 34 settings 30
add system settings 30
new user 88 user management 14
roles 38 vendor settings 30
secret question 34 workflow setting (vendor) 112
alerts configuration settings
create 143 individual user management 90
application operational settings 48
monitoring support 171 user management settings 87
application logo 27 Configure Gateways page
archive view 45
batching process 108 content
content 108, 109 archive 108, 109
format 103 archive format 103
generic e-mail 113 check conversion 104
repository facade 108 conversion 103
archive format DOC1 114
value 103 non-DOC1 118
archiving 108, 108–113 referenced images 103
archiving messages 17 skip conversion for 103
associate content conversion 103–108
data flow plan 59 content page
DOC1 application 63 substitute 131
attachments 116 content pointer 102
configuration 117 content preparation
audit message parts 115
reports 166 conversion
auto index content 103
update 101 HTML 107
automatic MHT 107
archiving 11 PDF 105
indexing 11 conversion entry
availability view 129
DOC1 115 Conversion entry page 129–130
filter 130
B workflows 129
copy
batch Scheduled Job 69
sending 118 Cpointer 102
batching process 108, 109 create
bounce type alerts 143
update 140 gateway settings 46
bounced messages Inbound Profiles 80
view 140 new user 88
workflows 139 note 144
bundled language 15 Outbound Profile 49
vendor 31, 32, 33
C Create / Edit User page 88
Create Alerts page 142
view 142
check conversion 104 Create Note page 143
checking current part content
DNS 98 view 134, 136
177
Index D – I
D entry screen
navigate 128
workflows 128
data flow 58–61 error 12
security 59–61 reports 169
view 58 export
data flow plan CSV 12
associate 59 PDF 12
edit 59
view 61 F
database 14
delete duplicate feature
disable 101 facade
enable 101 repository 109
delivery status notifications 11 field
DIJ 114 batch 115
polling 119 folder error 120
DIJDOC1 116 real-time 115
disable
delete duplicate feature 101 G
DNS checking 98
DNS checking 98 gateway profile
disable 98 view 45
enable 98 gateway settings
DOC1 create 46
availability 115 edit 46
content preparation 114 view 45
DOC1 application gateways 45
associate 63 gateways and servers 45
DOC1 Settings page super users 47
view 62 generate reports 18, 149
DOC1 templates 62–66 generating reports 18
dropdown icon 27 generic
e-mail 113
E getting started 14
e2 look-ups 99–102 H
e2 Vault settings
updating 99 handling
edit MS-TNEF 108
data flow plan 59 zip file 107
gateway settings 46 highlighted main menu tab 27
Inbound Profile 86 highlighted sub-menu option 28
individual user profile 90 History page 146–147
initial user 40 fields and buttons 146
Outbound Profile 56 view 146
priveleges 40 workflows 146
roles 40 Home page
Scheduled Job 69 menu 26
user detail 89 options 26
User Profile page 90 view 25
vendor 32 HTML
vendor environment 42 conversion 107
e-mail
generic 113 I
messages 10, 97
e-Messaging
command line 120 implement
functions 11 indexing 136
outbound side 10 workflow action 134
enable inbound processing 97–113
delete duplicate feature 101
DNS checking 98
178
Inbound Profile 79 messages
create 80 archiving 17
edit 86 associating 100
view 23, 79 attachments 116
workflows 128 bounced 139
inbound side 11 e2 customer record 100
index e-mail 97
Cpointer 102 format 10
index entry inbound 163
view 135 indexing 17
workflows 135 receiving 15, 97
indexing sending 16
implement 136 SMS 98
select message 136 MHT
workflows 136 conversion 107
indexing messages 17 MS-TNEF
individual user management 90 handling 108
individual user profile
edit 90 N
view 90
Initial User 40 navigation
initial user menus 25
edit 40 screen 25
super user 41 new role 38
item creation new user
workflow 110 add 88
create 88
J non-DOC1
content 118
job note
scheduling 118 create 144
status 67
O
L
OpenOffice converter settings 14
language 15 operational
links 27 configuration settings 14
load frequency (Inbound Profile) operational settings
update 109 Outbound Profile 48
load frequency (Outbound Profile) outbound messages 114–121
update 109 sending 114
logged in user 28 Outbound Profile 48
login 19 attachments 116
Login and Security 19 create 49
look-ups 99 edit 56
filter 48
M super users 57
update 57
main menu tabs 27 view 48
manage outbound side
user roles 38 e-Messaging 10
manage roles 38 Overview page
super users 40 view 141
Manage User page 87
view 87
P
menus
navigation 25 page
message format 10 content 131
message ID view only 28
single instance 101 page lay-out 27
page navigation 27
Index R – S
PDF S
conversion 105
permissions 20
polling save
DIJ 119 updates 134
priveleges schedule
edit 40 job 118
privileges 37 Scheduled Job 66–70
view 21 copy 69
process alerts edit 69
navigate 138 submit 68
unique fields 139 view 70
workflows 138 Scheduled Jobs page
profile based restriction 22 view 67
scheduled runs
R view 49, 59, 63
scheduling 12
screen
real-time navigation 25
sending 118 search icon 27
receiving messages 15, 97, 97–?? secondary e-Messaging functions 11
Referenced Images 103 Secret Questions
remoteservice.properties file change active status 34
security 60 view 33
reports 18, 149–171 secret questions 33–35
audit 12, 166 active status 34
error 169 add 34
generate 18, 149 super users 34
sent messages (global) 150 view 33
sent messages (individual) 161 security 19
user groups 165 data flow 59–61
view 149 remoteservice.properties file 60
workflow 163 sending
repository facade 109 batch 118
archive 108 outbound messages 114
respond real-time 118
workflows 137 sending messages 16
Respond page sent messages 10
view 137 servers 45
restriction settings
profile based 22 OpenOffice converter 14
user type based 22 operational 48
vendor based 21 SMTP mail 14
Role based restriction 20 system 30
roles 20, 36 user management 87
add 38 vendor 30
edit 40 single instance
manage 38 message ID 101
privileges 37 Skip Conversion For 103
tasks 37 SMS messages 10, 98
vendor environment 42 SMTP mail settings 14
view 21 sorting icon 27
roles and permissions 20 sub-menu options 28
Roles page submit
view 36 Scheduled Job 68
root folder settings substitute content
root 14 select message 131
upload 134
workflows 131
super users
data flow 61
DOC1 settings 66
DOC1 templates 66
180
Index T – V
gateways 47 V
gateways and servers 47
Inbound Profiles 86
initial user 41 value
manage roles 40 archive format 103
Outbound Profile 57 vendor
Scheduled Job 70 creation 30, 31, 32, 33
secret questions 34 edit 32
servers 47 vendor based restriction 21
vendor environment 44 vendor environment
vendor-wide user management 89 edit 42
system configuration 15 roles 42
system requirements 15 super users 44
system settings 30 update 42
roles 36 Vendor Environment page
view 42
T Vendor Roles page 88
vendor settings 30
gateways 45
tables roles 36
view 28 servers 45
tasks 37 vendor-wide user management 87
workflow 128 super users 89
view
U attachment configuration 117
batch field 115
update bounced messages 140
attachment configuration 117 Configure Gateways page 45
auto index setting 101 conversion entry 129
batch field 115 create alerts 142
bounce type 140 current part content 134, 136
load frequency (Inbound Profile) 109 data flow 58
load frequency (Outbound Profile) 109 data flow plans 61
Outbound Profile 57 DOC1 Settings page 62
Poll for DIJ field 119 Folder error field 120
Real-time field 115 gateway profile 45
URL of Business System 137 gateway settings 45
vendor environment 42 History page 146
update the e2 Vault settings 99 Home page 25
updates Inbound Profile 79
save 134 Inbound Profiles 23
upload index entry 135
substitute content 134 individual user profile 90
URL of Business System Manage User page 87
update 137 Outbound Profile 57
view 137 Outbound Profile page 48
user detail Overview page 141
edit 89 Poll for DIJ field 119
view 89 privileges 21
user groups Real-time field 115
reports 165 records 29
user management 14, 87 reports 149
configuration settings 14 Respond page 137
settings 87 roles 21
vendor-wide 87 Roles page 36
User Profile page Scheduled Job 70
edit 90 Scheduled Jobs page 67
view 90 scheduled runs 49, 59, 63
user roles tables 28
manage 38 URL of Business System 137
user type based restriction 22 user detail 89
User Profile page 90
181
Index W – Z
Vendor Environment page 42

View page 144
view only page 28
View page 143–??, 144–145
view 144
workflows 144
view tabular display pages 28
workflow action
implement 134
workflow settings
for a vendor 124
workflows 11, 17, 123, 123–147
3rd party 126
auto index 125
bounced messages 139
built-in solution 124
Conversion entry page 129
conversion substitute content 131
create alerts 142
create note 143
entry screen 128
filter records 130
general functionality 123
History page 146
Inbound Profile 128
index entry 135
Indexing page 136
integration 126
item creation 110
navigate 128
overview 123
Overview page 140
process alerts 138
respond 137
select a task 128
stages 124
tasks and permissions 129
update 124
View page 144
zip file
handling 107
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Pitney Bowes Business Insight

Version 1.2 Issue 2

Open source libraries included in this product are listed below:

Skills and education . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Updates to this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

INSTALLATION & CONFIGURATION 13

Login and security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Roles and permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Menus and screen navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

User management settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Individual user management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Content Based Message Categorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Content conversion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

OUTBOUND MESSAGES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Making DOC1 content available to e-Messaging . . . . . . . . . . . . . . . . . . . . . 115

Real-time and batch sending of messages . . . . . . . . . . . . . . . . . . . . . . . . . 118

MANAGING WORKFLOWS 122

Workflow entry screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Index entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

Create alerts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Create note . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

GENERATING REPORTS 148

Sent messages report (individual) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Inbound messages & workflow reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

User groups reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

e-Messaging audit reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166

e-Messaging error reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169

APPENDIX A – GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

If you need more details on Reports, refer to page 149.

Skills and education

Updates to this guide

On the outbound side e-Messaging

On the inbound side e-Messaging

Secondary e-Messaging functions include

Comprehensive and graphic reporting including:

• Trend overviews as line graphs

Scheduling of when batch messages are sent.

Installation options selected

During installation, the following options are defined:

Configuration settings defined

Gateways that need to

In order for you to be

Indexing and archiving messages

Working with workflows

1. Basic workflow built into the solution to allow users to:

The built-in (or

Login and security

| To login: Click on the e-Messaging icon displayed on your desktop

The Start/All Programs/PBBI CCM/e-Messaging option is only applicable to Windows platforms.

The application has its own built-in security

If you are using the application's built-in

Roles and permissions

Role based restriction

| To view the role attached to you: Select Home/My Settings.

Roles attached to user

Privileges of the role

Vendor based restriction

User type based restriction

Profile based restriction

Your privileges to view or edit

You are permitted to perform

You are permitted to send

Your privileges to view or edit

Menus and screen navigation