This option allows you to select the default SMS provider

to receive notifications from the system.

After

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

vary as required by the

API.

Example:

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The data will be provided by the SMS provider

available to the company

.

Parameters:

Possible parameters

URL (SMSEndpoint): 

• URLSMS: The address

• to be executed to send the SMS must be

• added taking into

• account the following variables: ${phone}, ${message}, ${id},  (ej:  http://www.celularsoft.com/smsin/microfin.php?celular=${phone}&mensaje=${message}&id={id}).

• Dinstar:  (WEB

• and common):

• GW IP address.

• DinstarWeb: HTTP API for Dinstar.

• DinstarWebPush: Same as Dinstar web but incoming SMS are Pushed to URL (https://INTEGRASERVER/Integra/resources/InboundSMS/DinstarInboundSMS)

• Twilio: It does not carry information.

• Quality:

•  IP address of the

• service.

• InfoBip:

•  InfoBip account username and password.

• SMSMasivo:

•  Username and

• password of the SMSMasivos account.

User

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

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

.

SMS Form

(In the case that the

API or hardware allows)

Outbound name of the SMS

.

Ports

Port number from

which the SMS

comes out.

SMS

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

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

it is sent, for

example, ^(09\d{7})

$ this function will validate that the number to cell phone

is 09XXXXXXX.

SMS Encoding: 

The provider’s encoding type will determine how the text

will be displayed.

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

SMS campaigns

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

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Basic

settings

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• Name
  Name

• to identify the SMS campaign

• .

• Service

• level
  The service level is the percentage of interactions that were attended/abandoned by the agent before

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.

• /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.

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
  It is the expected time limit for the response

• of the chats by an agent.

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

• .

• Chat time
  Time elapsed to consider that the

• chat between agent and client reached the limit.

• ACD
  

• The maximum number of customers

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

• 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

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

Members

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

members?

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

upper left

.

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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.

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Basic Configuration

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.

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.

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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.

Optional parameters

• Enabled
  Indicates the status of the dialer

• ,

• if it is active or not.

• DNCR
  Allows you to enable the review of

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

• sent messages.

SMS dialer

operation

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

markers we have, 50 messages from state 1

from the sms_spool table are put in memory ordered

by their entry position, it is

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

puts it in state 3.

States

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

Example of CSV base to be uploaded to the dialer.

campign;

destiny;

menssage;priority

For the

given campaign:

Our base

would be:

test1;098344484;

This is 

my 

SMS;9999

WebService

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

Agent

This is how the agent uses SMS in the portal.

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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:

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Expand
title Started 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

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.

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.

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Start an interaction

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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:

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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

• is writing.

• In the

• upper right corner, the

Supervisor

Campaign Monitoring

Here the statistics in real time are shown.

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

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

SMS monitoring

SMS campaign monitoring

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

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Lower left chart

Icon
Agent status icon. Along with the status icon

, it can show: in case the agent is

on a call, a phone

will appear; and if the agent is

in a break, the

image corresponding to that break will show.

Channels status
If the agent has an active interaction

,

a logo

will appear

. SMS, Webchat, Email, Twitter

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

, 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

with active interaction,

the following options will

be displayed:

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• Spy
  The supervisor

• 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 see this button, the

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

• Info
  Displays a window with all the agent information.

• Pause
  The supervisor

• pauses the agent

• .

• Chat with agent
  It gives us the

• ability to send

• messages to an agent.

• Log out agent
  

• The supervisor will be able to log out the agent

• . The agent must

• log his username and password again

• in order to log in and continue working.

SMS recordings

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

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Parameters for filtering

• Start date:

•  SMS recordings search start date.

• End date: End date of recordings that

• we want to obtain from the search.

• Origin: Inbound number.

• Campaign:

•  Select SMS campaigns from those available in the list.

• Agent:

•  Select the agents who attended

• 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:

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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.

has been selected, you can see its dashboard:

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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

two options:

Stop/Start
It allows to stop

or start the campaign

on demand.

Delete

It allows deleting the campaign data that

has not been processed (for example,

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

canceled).

Upload

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

that

should not be sent,

indicating the

phone number and campaign.

Example:

23578408;marcadortest;
23113758;marcadortest;

22150696;

marcadortest;

22016549;

marcadortest;

Single message sending

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

number,

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

Telephone

Number where to send the

text message.

Text

Text

containing the message

.

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

Sending mass messages

Outbound SMS are automatically processed

by the

system after uploading. To upload SMS

, a file

containing the following

must be uploaded (in .csv format

).

;destiny;menssage;priority

campaign

Example of .csv

campsms;098344384;Hey World!;9999;

campsms;

098356484;

Hey 

World!;9999;

campsms;

098378984;

Hey 

World!;9999;

To

see information on the status

of sent messages and the status of messages

waiting to be sent

, see Reports.

It is possible to send messages

from third-party applications by executing a

REST webservice for example:

http://10.1.0.18:8085/

Integra/resources/

SMS/

SendSMS/destination=099635199&message=

Mensaje%20de%20prueba2&api=dongle