Once inside, we will see two sections:

First of all there is the section Una volta entrati, vi saranno due sezioni:

C'è prima la sezione "SMS Providers", here we will select the type of api for each provider through the drop-down menu. It should be noted that the options displayed are currently compatible with in cui si potrà selezionare il tipo di API per ogni provider mediante il menù a tendina. Si nota che le opzioni mostrate sul display sono attualmente compatibili con uContact.

• DinstarWeb: Web service communication Servizio di comunicazione web.

• Quality: API developed for spiluppato Quality Telecom.

• GMG: Communication with Comunicazione GMG SMS API

• Twilio: Communication with  Comunicazione con Twilio SMS API

• Nexmo:  Communication with Comunicazione con Nexmo SMS API

• InfoBip:  Communication with Comunicazione con InfoBip SMS API

• URLSMS:  Communication Comunicazione URL GET.

• URLSMSAuth: Communication with Comunicazione con URL Get with basic Auth

• SMSMasivo:  Communication with Comunicazione con SMSMasivo

• URLSMSPOST: Communication  Comunicazione URL POST

• URLPOSTSMSAuth: Communication Comunicazione URL POST with basic POST con Auth base

Default: This option allows you to select the SMS provider as the default to receive notifications from the system.

 L’opzione consente di selezionare il provider SMS in modo predefinito per ricevere notifiche dal sistema.

On the right is a table with the providers already created.

After we select an SMS Provider we will see the fields to configure the provider, these fields may change as required by the api, an example would be:

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In this case, the DinstarWeb api was selected, which in order to access the provider requires: URL, Ports, Encoding SMS, User Name, Password and SMS RegExp. The aforementioned data will be provided by the SMS provider that the company has.*

Sulla destra c'è una tabella con i providers già creati.

Dopo aver selezionato un SMS provider, saranno visibili i campi per configurare il provider, i quali potrebbero cambiare come richiesto dall’API; ad esempio:

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In tal caso, il DinstarWeb API che era stato selezionato, per accedere al provider richiede: URL, Ports, Codifica SMS, Username, Password e SMS RegExp. I dati di cui sopra verranno forniti dall’SMS provider aziendale.*

Parametri:

URL (SMSEndpoint): 

• URLSMS: The address of the external WS must be taken into consideration the following variables L’indirizzo del WS esterno deve considerare le seguenti variabili:  ${phone}, ${message}, ${id},  (ej:  http://www.celularsoft.com/smsin/microfin.php?celular=${phone}&mensaje=${message}&id={id}).

• Dinstar:  (WEB y common):  IP address of the  indirizzo IP del GW.

• Twilio:  no configuration needednon è necessaria la configurazione.

• Quality: IP address of the   indirizzo IP del GW.

• InfoBip: User and e Password of dell’account infoBip account .

• SMSMasivo: User and e Password of dell’account SMSMasivos account.

User: SMS username for the service of sending username per il servizio di invio SMS

Password: SMS password for the service of sending per il servizio di invio SMS.

SMS Form: In case that the api or hardware allows) Name with which the SMS will leave In caso di API o hardware, nome con il quale verrà rilasciato l'SMS.

Ports: Port number from where the SMS will leave.SMS Regexp: Property that validates the format of the cell numbers that are sent, in order to have more practical control of whether or not to send, for example numero da cui si invierà l’SMS.

SMS Regexp: La proprietà che convalida il formato delle celle dei numeri che vengono inviati, per avere un controllo diretto su ciò che viene o non viene inviato; ad esempio: ^(09\d{7})$  this function to validates that the cell phone format is  questaè la funzione per convalidare il formato del numero telefonico 09XXXXXXX. (SMSNumberRegexp)

Codifica SMS Encoding: Type of codification that the authorized provider will choose to determine how the text is going to look.

This table shows how regular expressions are user in the control:

The configuration of the provider must be made by a user with access to this data because the lack or error in any of them will not allow its correct operation.

Name
SMS campaign's name

Service Level
Is the calls percentage that were attended by the agent before a stipulated time.

Strategy
Is the behavior that the campaign will have. To know more about this, please visit Strategies

Schedule
Time frame in which the SMS campaign will be available.

DIDs-Ports
Telephone number associated to the campaign for identification purpose.

Out of Time
Here the user can personalise the message that the client will receive when the campaign is out of time.

Maximum Interactions per Agent
Limits the amount of active interactions the agent can get. The rest of the interactions wait in queue.

Thresholds
These metrics to campaign statistics in real time, they are measured in time (seconds) .

• Service Level
  The time limit for response expected chats by an agent.    

• Dropout rate
  It is the time of chats to consider that they were abandoned by customers during the day time.

• Time chat
  Time to consider the agent-customer chat reached the limit.

• ACD
  Maximum number of customers who are waiting to be answered by an agent chat.

Canned Responses
The campaign can have pre written answers for your SMS interactions, this facilitates and speeds up the communication between agent-client.

Enable
The system can have a non working SMS campaign, without the need of deleting it entirely and lose information. If checked, the campaign can be used. 

Members

In order to add or delete agents from a campaign, the user must go to Members on the top left corner.

From here, select the agent or agents to be added in the list on the right of the screen, and then press the green button.

Optional parameters

• Enabled
  Indicates dialer status, whether it is active or not.

• DNCR
  Allows you to enable the review of Blacklist registration, for phone numbers that should not be called or send messages.

It works in a similar way to the rest of the dialers that we have, 50 state 1 messages from the sms_spool table are ordered, ordered by their entry position, it is set if it is in the black_list, if it does not send it and sets to state 3.

States

STATE: 0 NONE
STATE: 1 TO PROCESS
STATE: 3 BLOCKED

CSV upload example

campaign;destination;message;priority

For the next campaign:

Nuestra base sería:

test1;098344484;this is sms channel;9999

WebService

POST
http://INTEGRASERVER/Integra/resources/SMS/SendSMS
  
params:
@FormParam("destination"), 
@FormParam("message"), 
@FormParam("campaign"), 
@FormParam("agent")

Take note!

• To start a dialer, it must be previously enabled.

• In the Dropbox Providers one of the created SMS providers is selected, this allows us to associate a different provider for each dialer.

Next to the searching box, there is an icon where the user can easily start an SMS, Email and Twitter interaction.

By click it the following box will infold:

And inside the SMS option:

The agent will have on his Inbox the SMS with which she/he started an interaction.

This SMS will unfold on the right side of this section, showing its history of conversation and the client's information:

• SMS Campaign's name

• Client's telephone number

Next to the response box, will see some buttons that helps the agent to write the messages:

• First of all we have a list with emojis to use on your messages will unfold.

• The next contains the canned responses from the campaign. This ones get inserted in the response box automatically once the agent selected it from the list

• The last button sends the message the Agent wrote.

• And on the top right corner, the three points button will load the message history with the client.

The table on the left down side of this section shows:

Icon : Icon Agent Status . Along with the status icon you may appear: if the agent is in a phone call appears ; and if the agent is to break the break for that picture will appear .

Channel Status: If the agent has an interaction opened, the logo of this one will appear in this column, for SMS, Webchat, Email, Twitter. 
If the agent is attending more than one type of interaction, this ones will appear next to each other

Status: Agent Status in real time. States can be Offline , Busy, Free, Free Busy in break and break ( still break any available ) .

Agent: Name agents members of the campaign.

Completed: Number of SMS completed by agent.

Active: Represents the active interactions that the agent has.

Time: Time of the last change agent status

The table on the right down side unfolds:

Number: Client's telephone number

On Hold: Client's waiting time.

When an agent has an active interaction, the supervisor can click on it an the following options will appear:

Spy
The supervisor can visualize in real time the messages exchanged between agent-client.

Monitor screen
Allows you to view the agent screen in real time, to see this button the option to monitor screen must be enabled in Configuration - Agents.

Info
Displays a window with all the agent information.

Pause
The supervisor will pause the agent status.

Chat with agent
It gives us the possibility to send a message to an agent.

Disconnect agent
Supervisor can log out the agent's account.. The agent must enter his username and password again to be able to enter and continue working.

Parameters for filtering

Start date: Start Date Search SMS recordings .

Final date : End of recordings that we get from the search.

Mail: E-mail client we want to find . In this field you can put a part of the mail and the search will be the same.

Campaign: Select the campaigns SMS available on the list.

Agent : Select the agents who attended the SMS.

Campaign: Allow to select a campaign to supervise.

Status: Show the general state of the campaign based on the following states:

• Inactive

• Active

In date : Show if the campaign is in date according the definition, with the following status:

• Inactive

• Active

Processed: Amount of SMS processed for campaigns.

Not processed: Number of calls left in the campaign process.

Other: Show the amount of SMS whit different states a by incorrect format. 

Locked: Show the amount of blocked SMS that are in the DNCR.

In the upper right corner we have the following buttons:

Button Start/Finish: Allows to stop o start the campaign to demand.

Delete button: Allows to delete the campaign data that have not been processed (for example, not processed registries that retuned an error or have been in the NDCR table, or for some reason want to be cancelled).

Upload a DNCR: Allow to load a csv file, with the SMS data that could not be sent, indicates the telephone number and campaign.

20045676;dialerestest;
29089900;dialerestest;
27865555;dialerestest;

Exist the option to send an unitary text message to a unique and specific number, it must insert the following data:

Telephone: Number where to send the SMS.

Text: Text of the message to be send.

After completing the fields, press the Send button and the message will be sent by the dialer

The outgoing SMS are processed automatically by the system. To upload SMS it must load a file which have the following, in csv format:

Values:

smsintegratest;099782129;Test message;9999;
smsintegratest;0917564998;Test message;9999;
smsintegratest;095675776;Test message;9999;

To view the status information and status messages sent message waiting to be sent views Reports.

It is possible to send messages since applications of thirds executing a web service REST for example: 

http://10.1.0.18:8085/integra/resources/sms/sendsms/destination=099635199&message=message%2520de%2520prueba2&api=dongle&device=dongle0