Oracle Email Center in R12 (Download/Outbox Processor)
Oracle Email Center : is comprehensive email response management system tightly integrated into the eBusiness Suite (11i/R12). From R12, You can use any Mail Server(IMAP compliant) with email center. (For pre-R12 (i.e. 11i), only mail server certified with email center is “Oracle Email Server” (Oracle Email Server is Mail Server from Oracle).
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Oracle Email Center Architecture – Oracle Email Center consists of
1) Database– containing various schema’s (IEM) to stores messages and other data. (This is same database as Apps R12 Database)
2) Mail Server Processes– These are processes of IMAP compliant Mail Server. eMail Message come to SMTP Server via SMTP and Mail Server communicates with Web Server via IMAP
3) Web Tier– Application Logic for email center sits here (this tier is same as R12 WebTier). HTTP server on Web Tier listen for requests from Administration Console, Agent Console and Message Component. This tier also manage load and connection to server (outgoing/SMTP , incoming/IMAP).
This tier also includes Outbox Processor which is queue for outbound email .
4) Agent Console– browser based console for Agents (handling call)
5) Message Component – contains functionality to compose, reply or view email from Email Center. Message Component is browser windows (similar to console) and launched from Agent Console.
6) Supervisor Console – similar to Agent Console but this Console is for Supervisor’s to preview, assign, reply to, or delete queued messages; assign agents to accounts or accounts to agents.
7) Administration Console – similar to Agent/Supervisor Console but for Administrator’s to define Email Center accounts, configure email processing rules and assign agents to email accounts.
8) Download Processor – is Java Service and acts as inbox processor. Download Processor polls the Inbox folder of Email Accounts for new incoming mails and copies them to Local Message Store. For Apps DBA’s– If you are cloning R12 Production Instance, stop Download Processor before taking a backup (source copy for clone) and start after backup. This is to avoid processing email messages from production instance. For more information check Metalink Note 842621.1 Cloning Email Center, Release 12.
9) Message Access Layer– is collection of APIs that handle reading and writing messages to Local Message Store.
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How to stop/start Email Center Download Processor ?
Email Center Download Processor is controlled by GSM (Generic Service Management) Console . Login to OAM -> Application Services -> Select and click the Email Center Download Processor link.
Do I need Oracle EMail Server with Email center in R12 ?
No, Oracle Email Center in R12 works with any IMAP compliant Mail Server. For pre-R12(i.e. 11i) only mail server certified with Email Center is Oracle Email Server 5.2 and the emails were downloaded to the OES schema. In R12, there is flexibility to go with any IMAP4 mail compliant server and there is no governing requirement to continue to with OES 5.2.
Can I use one single Mail Server (IMAP compliant) with Multiple Apps R12 Instances (Prod/Dev) running Email Center ?
Yes, You can have single Mail Server but EMail Accounts configured in Email Center (IEM_MSTEMAIL_ACCOUNTS) should be different and there should be corresponding (different) Email Accounts in Mail Server.
How to deactivate email accounts configured in Email Center (useful in cloned instances) ?SQL>UPDATE iem_mstemail_accounts SET active_flag = ‘N’;
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Tables useful for DBA’s –
- IEM_MSTEMAIL_ACCOUNTS
- IEM_AGENT_ACCOUNTS
- IEM_EMAIL_ACCOUNTS
- IEM_MSG_PARTS – contains live email messages that are actively worked by Email Center Agents
- IEM_ARCH_MSGS – email message move from IEM_MSG_PARTS table to IEM_ARCH_MSGS table Once the agent completes work on an email message. (To purge this table use Email Center Archive/Purge concurrent request)
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Context variable in XML file related to Email Center:
s_load_emailcenter_servlet – This variable is used to determine whether the Email Center Outbox Processor is started when the OC4J server starts. The Outbox Processor is controlled via the InitializationServlet class defined in orion-web.xml. The default value is ‘-1’ which means that the servlet is not loaded. If you wish to enable this feature set the value to ‘1’.
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Profile Option useful for DBA’s –
- IEM: Outbox Processing: Number of threads processing the Outbox (Default value NULL i.e. One).
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References
- Email Center Implementation Guide
- Email Center User’s Guide
- 290831.1 Cloning Email Center
- 842621.1 Cloning Email Center, Release 12
- 549036.1 Oracle Email Center Migration to Release 12
- 417866.1 Installation, integration and troubleshooting of eMail Server with Email Center
- 340727.1 Using Microsoft Exchange with Email Center With Email Server
- 728668.1 White Paper on eMail Routing with R12 Oracle eMail Center