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Overview
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Overview

IEM_REROUTE_PUB is a public PL/SQL package body in the APPS schema that supports email rerouting and message processing within the Oracle E-Business Suite Interaction Center / Email Center (IEM) module. Its primary business function is to redirect, reroute, and reclassify inbound email messages based on agent availability, queue assignments, or account-level rules, and to update group queue messages within the interaction framework. The package is classified as a public API (PUB), meaning it is intended for programmatic invocation by other EBS components or custom extensions rather than being an internal private implementation.

The package body is documented as VALID and depends on a set of standard EBS foundation APIs, including FND_API, FND_MESSAGE, FND_MSG_PUB, and FND_PROFILE, which supply error handling, message retrieval, and profile option access. It also depends on IEM-specific packages such as IEM_AGENTS, IEM_EMAIL_CLASSIFICATIONS, IEM_KB_RESULTS, IEM_REROUTE_HISTS, IEM_REROUTING_HISTS_PVT, IEM_ROUTE_PUB, IEM_RT_PREPROC_EMAILS_PVT, IEM_RT_PROC_EMAILS, and IEM_TAGPROCESS_PUB, as well as JTF interaction history packages (JTF_IH_PUB) and related tables. The package exposes four documented procedures: IEM_MAIL_REROUTE_CLASS, IEM_MAIL_REROUTE_ACCOUNT, IEM_UPD_GRP_QUEMSG, and IEM_MAIL_REDIRECT_ACCOUNT.

Key Procedures and Functions

The documented procedures cover the core rerouting and redirection logic:

  • IEM_MAIL_REROUTE_CLASS — Reroutes inbound email messages according to classification rules, using IEM_EMAIL_CLASSIFICATIONS and related email processing tables to determine the appropriate destination.
  • IEM_MAIL_REROUTE_ACCOUNT — Reroutes email messages based on account-level criteria, supporting account-specific routing decisions for incoming mail.
  • IEM_UPD_GRP_QUEMSG — Updates group queue messages, managing the assignment of messages to agent resource groups or queues via the JTF resource group structures.
  • IEM_MAIL_REDIRECT_ACCOUNT — Redirects email messages associated with an account, complementing the reroute routines by handling message redirection rather than reassignment.

Tables Accessed

The package reads and writes several documented tables through APPS synonyms:

  • IEM_AGENTS — Agent records used to determine rerouting targets.
  • IEM_EMAIL_CLASSIFICATIONS — Classification rules driving class-based rerouting.
  • IEM_KB_RESULTS — Knowledge base results associated with message processing.
  • IEM_REROUTE_HISTS — Reroute history records maintained for audit and tracking.
  • IEM_RT_PREPROC_EMAILS and IEM_RT_PROC_EMAILS — Preprocessed and processed email staging tables central to the rerouting flow.
  • JTF_IH_ACTION_ACTION_ITEMS, JTF_IH_WRAP_UPS, and JTF_RS_GROUP_MEMBERS — Interaction history and resource group tables supporting message wrap-up and group assignment.
  • PLITBLM — A PL/SQL table type used in the processing logic.

Usage Notes

IEM_REROUTE_PUB is typically invoked from Email Center processing flows, potentially triggered by concurrent programs, workflow activities, or the email server processing loop that routes inbound messages. Custom code may call the public procedures to redirect messages when standard routing rules are insufficient. It is referenced by one other package and does not itself reference any database objects beyond the listed set. Because it maintains reroute history and updates interaction history records, invocations should account for commit and error-handling behavior through FND_MSG_PUB.