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Info

Here you will find all the information about our sms channelThe incorporation of SMS to our service contributes exponentially to the improvement of the customer experience.

Contenido

Table of Contents
maxLevel1
Image Removed Image RemovedTigo

SMS management

Mensajero
Image Removed

Quality Telecom

SMS providers

The first step is to configure the SMS providers.

Consider:

  • Each of the listed providers is compatible with uContact.

  • Required parameters may vary by provider.

  • Each provider will provide the necessary data for its correct configuration.

  • The WhatsApp providers are also configured on this screen.

Administrator

Providers

First of all we must configure our

SMS providers

.

Every provider we have listed, is compatible with uContact, and they have different fields to fill.

All the information required in the configurations is provided by your provider.

Expand
titleSMS providers screen
Once inside,

screen

Image Added

To access the SMS providers screen you must be logged into the uContact portal, then go to the menu on the left side of the screen and select the option Providers (blue star) SMS / WhatsApp.

Upon entering we will see two sections:

First of all there is the section "SMS Providers", here we will

Image Added

SMS providers
Here we must select the type of

api

API for each provider through the drop-down menu. It should be noted that the options displayed are currently compatible with uContact.

  • DinstarWeb:

 Web
  •  Communication by web service

communication
  • .

  • Quality: API developed for Quality Telecom.

  • GMG: Communication with

GMG
  • API CMG SMS

API
  • .

  • Twilio: Communication with API Twilio SMS

API
  • .

  • Nexmo:

 Communication
  •  Communication with API Nexmo SMS

API
  • .

  • InfoBip:  Communication with API InfoBip SMS

API
  • .

  • URLSMS:  Communication by URL GET.

  • URLSMSAuth: Communication

with
  • by URL

Get
  • GET with basic

Auth
  • authentication.

  • SMSMasivo:

  Communication with SMSMasivoURLSMSPOST
  • Communication by URL GET.

  • URLPOSTSMS: Communication by URL POST.

  • URLPOSTSMSAuth: Communication by URL

POST with
  • POST with basic

Auth
  • authentication.

Default

: This


This option allows you to select the default SMS provider

as the default

to receive notifications from the system.

Info

If one is not selected, the system will take the first one

from

in the list, as if the one

that is

by Default is deleted. If we have several and we select another

one

as Default, the system will remove the

previous

old one and mark the new one.

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

After

we select

selecting an SMS Provider we will see the fields to configure the provider, these fields may

change

vary as required by the

api, an example would be

API.

Example:

Image RemovedIn 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 Image Added

The data will be provided by the SMS provider

that

available to the company

has

.

*

Parameters:

Possible parameters

URL (SMSEndpoint): 

  • URLSMS: The address

of the external WS
  • to be executed to send the SMS must be

taken
  • added taking into

consideration y
  • and common):

 IP address of the GW.Twilio:  no configuration needed IP
  •  IP address of the

GW
  • service.

  • InfoBip:

 User and Password of infoBip account
  •  InfoBip account username and password.

  • SMSMasivo:

 User
  •  Username and

Password
  • password of the SMSMasivos account.

User

: SMS username for the service of sending SMSPassword: SMS

 (SMSUsername)
Takes the user for the SMS sending service.

Password (SMSPassword)
Takes the password for the SMS sending service

of sending SMS

.

SMS Form

: In


(In the case that the

api

API or hardware allows)

Name with which

Outbound name of the SMS

will leave.

.

Ports


Port number from

where

which the SMS

will leave

comes out.

SMS

Regexp: 

RegExp (SMSNumberRegexp)
Property that validates the format of the cell numbers

that

to which they are sent, in order to have more practical control of whether or not

to send

it is sent, for

example 

example, ^(09\d{7})

$  this function to validates

$ this function will validate that the number to cell phone

format

is 09XXXXXXX.

(SMSNumberRegexp)

SMS Encoding: 

Type of codification that the authorized provider will choose to

The provider’s encoding type will determine how the text

is going to look

will be displayed.

See regular expressions
Tip
title

After

fill all

completing the fields we press the "Save" button and the provider will be added to the list.

To

Remove any

delete a Provider we

need to

simply select it from the list and, once we

will

see

all the data charged to edit and

its data loaded, we press the "Delete"

.
Expand

button.

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

.   Dot, any character (may or may not match line terminators, read on).

\d   A digit: [0-9].

\D   A non-digit: [^0-9]

\s   A white space character: [ \t\n\x0B\f\r].

\S   A non-white space character: [^\s].

\w   A word character: [a-zA-Z_0-9].

\W   A non-word character: [^\w].

\    Escape the next meta-character (it becomes a normal/literal character).

^    Match the beginning of the line.

.    Match any character (except newline).

$    Match the end of the line (or before newline at the end).

|    Alternation (‘or’ statement).

()   Grouping.

[]   Custom character class.

  • Match 0 or more times

+      Match 1 or more times

?      Match 1 or 0 times

{n}    Match exactly n times

{n,}   Match at least n times

{n,m}  Match at least n but not more than m times.

Info

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

Campaigns

SMS campaigns

Once After creating the provider is already created in uContact, we can create our sms campaignstart creating SMS campaigns.

ExpandtitleImage Added

Basic

Configuration

settings

Image Removed
  • Name
    Name


  • to identify the SMS campaign

's name
  • .

  • Service

Level
Is the calls percentage
  • level
    The service level is the percentage of interactions that were attended/abandoned 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.

Expand
titleAdvanced Configuration

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
  • /after a stipulated time limit.

  • DID-Ports
    In this field, you must enter a code (telephone number, alphanumeric, id, etc.) associated with the campaign for identification purposes. Generally, this information is provided by the provider and may vary.

  • SMS provider
    Clicking on the combo displays a list of all the SMS providers that are registered in the system.

  • Strategy
    It is the behavior that the campaign will have. To learn more about the different strategies go to Strategies - Omnichannel.

  • Schedule
    Hours in which the SMS campaign will be available, that is, with agents available to attend customer SMS. To add a schedule configuration you must add with the '+' button and a new window will appear or remove a selected one from the list with the '-' button.

Tip

After saving your settings, you will see your campaign in the table on the right where you will find all the campaigns created in the system listed according to your security group.

Advanced settings

These parameters already have a default value for the correct operation of the campaign.

To know more go to Important Concepts - Omnichannel.

Out of time
This will be the message that will be sent to the client if he sends a message while the campaign is out of hours.

Thresholds
These are metrics to carry out the statistics of the campaigns in real-time, they are measured in time (seconds).

  • Service

Level
The
  • level
    It is the expected time limit for the response

expected
  • of the chats by an agent.

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

time
  • .

Time chat
  • Chat time
    Time elapsed to consider that the

agent-customer chat
  • chat between agent and client reached the limit.

  • ACD

Maximum
  • The 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
  • waiting to be answered by a chat agent.

Maximum interactions by agent
Limits the number of active interactions an agent can have. The remaining interactions are queued. It is only used for nocall strategies.

Enabled
The system can have a

non working SMS campaign, without the need of deleting it entirely and lose information. If

campaign registered that is not running without having to delete it completely, in this way the supervisor will not lose relevant data. If it is checked, the campaign can be used.

 

Expand

titleAdd Members

Members

In order

Pre-setted responses
The campaign may have pre-written responses, which makes it easier and faster for the agent to interact with the customer.

How to add or delete

agents from a campaign

members?

To add or remove agents to campaigns, the user must go to the Members section on the

top

upper left

corner

.

Image Added

Image Removed

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.

Info

Members added to a campaign must be part of a voice campaign, on the contrary, this agents wont get any interactions from this channel.

Dialer

Regarding SMS, we have a unique type of dialer that will only have a schedule associated as well as an only dialer device.

It will associate a time range for all campaigns, that will establish the time and day on which they run in order not to make actions at improper schedules.

Image Removed

Basic Configuration

To create a SMS dialer you need to fill the fields

Add member

  1. In the Campaigns column, you can select one or more campaigns from which you want to add or remove members.

  2. We select one or more agents from the Agents column and press Add.

  3. In the Members column we will see the agents added to the campaign.

Note

IMPORTANT
The members that are added to the campaign must be previously in a voice campaign, otherwise, the agents will not receive interactions of this type.


SMS dialer

Allows you to send SMS in bulk.

For all dialers, an execution time range will be associated that will dictate the hours and days in which they will be run in order not to carry out actions at improper hours.

Image Added

Basic settings

To create our SMS dialer we enter:

  • Name
    In order to identify our dialermarker.

  • SMS providerSMS provider
    Which That will be used to send messages.

  • Schedule
    The time when schedule in which the dialer will send messages is defined.

  • Dial StringChain
    Based on the api API that SMS sends SMS, you can configure a port or a range can be configured.

    • Dinstar - DinstarWeb
      Enter the Channel range of channelslog, example: (0.3) this means that the message will be sent to 4 channels recursively (0-1-2-3-0 ...).

    • Quality
      No It does not need for a dial stringchain.

    • Twilio
      No It does not need for a dial stringchain.

  • Time between messages
    It is the time that the dialer marker takes to send messages simultaneously, it is expressed in milliseconds.

ExpandtitleOptional parameters

Optional parameters

  • Enabled
    Indicates the status of the dialer

status
  • ,

whether
  • if it is active or not.

  • DNCR
    Allows you to enable the review of

Blacklist registration
  • the Blacklists registry, for phone numbers that should not be called or

send
  • sent messages.

Expandtitle

SMS dialer

function

operation

It

Basically, it works in a similar way to the rest of the

dialers that

markers we have, 50 messages from state 1

messages

from the sms_spool table are put in memory ordered

, ordered

by their entry position, it is

set

fixed if it is in the black_list, if it does not send it and

sets to

puts it in state 3.

States

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

CSV upload example

Example of CSV base to be uploaded to the dialer.

Code Block
campaign
campign;
destination
destiny;
message
menssage;priority

For the

next

given campaign:

campaign

Campaign

destination

Destiny

message

Message

Device

idm

data

test1

098344484

this

This is

sms channel

my SMS

Dinstar

autonumerico

extra data

Nuestra

Our base

sería

would be:

Code Block
test1;098344484;
this
This is 
sms
my 
channel
SMS;9999

WebService

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

Take note!

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

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

Agent

This is how the agent uses SMS in the portal.

Expand
titleStart interaction

Image Removed

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:

Image Removed

Expand
titleStarted Conversation

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

Image Removed
Expand

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

SMS agent

The agent has different interactions in his inbox and can search for them by campaign name or username.

When opened, it is displayed on the right side of the screen and shows customer interaction and information at the top.

  • SMS campaign name.

  • Customers' number.

Image Added

Start an interaction

Image Added

With the icon next to the search section the user can easily start SMS interactions.

When clicked, the following box is displayed:

And within SMS the following is displayed:

Image Added

Interaction options

Next to the box where the agent will respond to the client, it contains certain icons that allow us to access the following options:

  • With the first one, a list with emojis is displayed to use in the messages.

  • The following contains the predesigned responses for the campaign. These are inserted automatically once the user has selected them.

  • The last button sends the message that the Agent

wrote
  • is writing.

And on
  • In the

top
  • upper right corner, the

three points button will load the message history with the client.

On the other hand, using the integrated softphone in the portal, the user can send SMS as well.

Know more about Softphone SMS

Supervisor

Campaign Monitoring

Here the statistics in real time are shown.

Expand
titleTable on the left down side
Image Removed

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

Icon : Icon Agent Status
  • agent will find a three-dot icon, with which the customer's previous messages can be displayed.

You can also send SMS using the softphone integrated into the portal.


SMS monitoring

SMS campaign monitoring

Here you can see the real-time statistics of the SMS campaigns.

Image Added

Lower left chart

Icon
Agent status icon. Along with the status icon

you may appear: if

, it can show: in case the agent is

in

on a call, a phone

call appears

will appear; and if the agent is

to

in a break, the

break for that picture will appear .Channel Status: 

image corresponding to that break will show.

Channels status
If the agent has an active interaction

opened

,

the

a 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

Expand
titleTable on the right down side

The table on the right down side unfolds:

Number: Client's telephone number

On Hold: Client's waiting time.

Expandtitle

, among others. The two can show together if it is the case.

Status
Real-time agent status. The states can be disconnected, busy, free, free on break, and busy on break (being any of the available breaks).

Agent
Name of the agent.

Completed
The number of completed SMS.

Active

It indicates the interactions that the agent maintains active.

Time
Time of the last agent state change.


Lower right chart

Displays the data of the SMS clients that are on hold:

Number
Telephone number with which the customer sent the SMS.

On hold

The time that the client has been on hold.


Actions with agents

When clicking on an agent

has an

with active interaction,

the supervisor can click on it an

the following options will

appear

be displayed:

Image Modified
  • Spy
    The supervisor

can visualize in real time
  • will be able to view the messages exchanged between agent-client in real time.

  • Monitor screen
    Allows you to view the agent screen in real-time

, to
  • . To see this button, the

option to
  • monitor screen option must be enabled in Configuration - Agents.

  • Info
    Displays a window with all the agent information.

  • Pause
    The supervisor

will pause
  • pauses the agent

status
  • .

  • Chat with agent
    It gives us the

possibility
  • ability to send

a message
  • messages to an agent.

Disconnect
  • Log out agent

Supervisor can
  • The supervisor will be able to log out the agent

's account.
  • . The agent must

enter
  • log his username and password again

to be able to enter
  • in order to log in and continue working.

Recording

SMS recordings

In this section, the supervisor will see every SMS chat interactionyou can see all SMS conversations.

expandImage AddedImage Removed
titleSearch records
Tip
  • Messages are grouped by interaction

  • Each message has the user who sent it, be it human or bot.

Parameters for filtering

  • Start date:

 Start Date Search
  •  SMS recordings search start date.

Final
  • End date: End date 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
  • we want to obtain from the search.

  • Origin: Inbound number.

  • Campaign:

 Select the campaigns SMS available on
  •  Select SMS campaigns from those available in the list.

  • Agent:

 Select
  •  Select the agents who attended

the SMS.Dialer Monitor
  • SMS.

By selecting a conversation, the recording can be downloaded individually.


SMS dialers monitor

Menu to supervise monitor the state status of the mobile services and SMS campaigns.

Show all the mobiles services actives, allowing supervise its activity and upload informationIt shows all active mobile services, allowing you to manage their activity and information load.

Dashboard

Once the a campaign was selected the section will show the following:

Image Removed Expand
titleParameters details

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

has been selected, you can see its dashboard:

Image Added

Campaigns
Allows you to select the campaign to monitor.

Status
It shows the general status of the campaign, based on the following statuses:

  • Inactive.

  • Active.

On date
It shows if the campaign is on date according to the definition it has to run, with the following statuses.

  • Inactive.

  • Active.

Processed
Number of SMS processed by the campaign.

Not processed
Amount of SMS remaining to be processed in the campaign.

Other
Shows the number of SMS with different statuses due to incorrect number format.

Blocked
Shows the number of SMS blocked due to being on the NDCR list.


On the top right corner we have the following

buttons

two options:

Button Start/Finish: Allows

Stop/Start
It allows to stop

o

or start the campaign

to

on demand.

Delete

button: Allows to delete


It allows deleting the campaign data that

have

has not been processed (for example,

not processed registries that retuned an error or

unprocessed records that have failed or that have been in the NDCR table, or that for some reason want to be

cancelled

canceled).


Upload

a DNCR: Allow to load a csv

record not DNCR call
It allows loading a CSV file, with the data of the SMS

data

that

could

should not be sent,

indicates

indicating the

telephone

phone number and campaign.

Example:

Exist the option to send an
Code Block
20045676;dialerestest
23578408;marcadortest;
23113758;marcadortest;
29089900
22150696;
dialerestest
marcadortest;
27865555
22016549;
dialerestest
marcadortest;
Expand
titleOutgoing - Unitary

Single message sending

There is the option of sending a unitary text message to a specific and unique

and specific

number,

it must insert the following data

the following information must be inserted in the lower-left section:

Telephone

:


Number where to send the

SMS

text message.

Text

:


Text

of

containing the message

to be send

.

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

Expand
titleOutgoing - Massive
The outgoing

Sending mass messages

Outbound SMS are automatically processed

automatically

by the

system

system after uploading. To upload SMS

it must load

, a file

which have

containing the following

,

must be uploaded (in .csv format

:

).

Values:smsintegratest;099782129;Test message
;destiny;menssage;priority
Code Block
campaign

destination

message

priority

test1

098344484

text message

9999

Code Block

Example of .csv

Code Block
campsms;098344384;Hey World!;9999;
smsintegratest
campsms;
0917564998
098356484;
Test
Hey 
message
World!;9999;
smsintegratest
campsms;
095675776
098378984;
Test
Hey 
message
World!;9999;

To

view

see information on the status

information

of sent messages and the status of messages

sent message

waiting to be sent

views

, see Reports.

It is possible to send messages

since applications of thirds

from third-party applications by executing a

web service

REST webservice for example:

 

http://10.1.0.18:8085/

integra

Integra/resources/

sms

SMS/

sendsms

SendSMS/destination=099635199&message=

message%2520de%2520prueba2

Mensaje%20de%20prueba2&api=dongle

&device=dongle0Always that a dialer is generated must take into account

Note

Whenever a marker is generated, the following criteria must be taken into account for the files and their content:

  • The file name must not have spaces, strange characters, or very long names

would be
  • , an example of a file would be:

 DISCTEST29042014
  • DISCTEST29042014.csv

.
  • The first column that refers to the campaign

that  exist
  • must exist in the

portal
  • system, if

the same
  • it does not exist, it will

throw
  • give an error and will not allow the file

can not loaded
  • to be uploaded.

The first 4 fields are required
  • At least the first four columns must exist to upload the file

correctly.Cannot exist
  • successfully.

  • There should be no blank spaces after the last line in order to avoid records being made without information.

Inside
  • Within the variable fields, there cannot

have
  • be special characters

like ´ ‘  “ @ , in this case it would give error and the csv file is not going to upload
  • such as ´ ‘“ @ etc, since they can affect the performance of the system. If these characters are found, it will give an error and will not allow the file to be uploaded.