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Find out what is Communication Queue |
What does this section cover?
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What is Communication Queue?
Communications that require to be accessed by customers, either via Email or SMS, need further processing, additional to the creation of the communication. The additional processing is responsible to send these communications to the customers. CRM.COM communication queue, lists all the communications of this type and processes them accordingly. Any communications in the queue can either be processed directly via CRM.COM, or by an external system.
What goes in the Communications Queue?
The following needs to be satisfied in order for a communication to be added to the queue:
- If the communication media is set to Email and the /wiki/spaces/V4Manual/pages/9831174are enabled
OR - If the communication media is set to SMS and the /wiki/spaces/V4Manual/pages/9831174 are enabled
OR - If an external system is specified
Viewing Communications in Communication Queue
Communications included in a queue are available both via the User Interface and the Web API. They are filtered by the date that were created, their life cycle state and the external system that will be processing them.
Explaining Communication Queue Fields
Name | Description | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Number | An auto generated number that uniquely identifies each communication queue entry | ||||||||
| Life Cycle State | The life cycle state of the communication queue entry which can be Pending, Rejected, Completed or Completed and Removed
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| Communication | The communication that will be sent through the queue | ||||||||
| External System | The external system which will process the communication waiting in the queue. If no external system is specified then the communication will be processed by CRM.COM | ||||||||
| Error Code | The code of a possible error that might occur while processing the communication In the case of the SMS Gateway, the error that the gateway returns should be specified | ||||||||
| Error Description | The description of a possible error that might occur while processing the communication In the case of the SMS Gateway, the error that the gateway returns should be specified | ||||||||
| Log Information | Includes the standard log information |
Communication Queue
- Navigate to CRM Application > Communications > Access Communication Queue
- Search for the communication queue record using the criteria
Communications Queue Processing
Communications in Communications Queue are processed by CRM.COM only if an external system is not specified and if the Communication Queue entry life cycle state is Pending. The processing is done either on all pending communications or on a specific one, based on the following logic:
Emails
| Input | Results | |||||
|---|---|---|---|---|---|---|
| Media | Direction | Email Settings | Other Errors | Life Cycle State | Error Log | |
| Incoming | Enabled | No | Rejected | "Incoming Emails not Supported" | ||
| Outgoing | Not Enabled | No | Rejected | "Email Server not Enabled" | ||
| Outgoing | Enabled | Yes | Rejected | "Error Description..." | ||
| Outgoing | Enabled | No | Completed | N/A | ||
SMS
| Input | Results | |||||
|---|---|---|---|---|---|---|
| Media | Direction | SMS Settings | Other Errors | Life Cycle State | Error Log | |
| SMS | Incoming | Enabled | No | Rejected | "Incoming SMS not Supported" | |
| SMS | Outgoing | Not Enabled | No | Rejected | "SMS Server not Enabled" | |
| SMS | Outgoing | Enabled | Yes | Rejected | "Error Description..." | |
| SMS | Outgoing | Enabled | No | Completed | N/A | |
External Systems - Conditional Access Systems
| Input | Results | |||||
|---|---|---|---|---|---|---|
| Media | Direction | SMS Settings | Other Errors | Life Cycle State | Error Log | |
| DEVICE | Outgoing | Enabled | Yes | Rejected | Errors depend on the 3rd party system | |
| DEVICE | Outgoing | Enabled | No | Completed | N/A | |
| Info |
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Communications in Communication Queue can also be processed by external systems, by retrieving them through our Web API, processing them in their systems and then updating them to Completed or Rejected again through our Web API. |
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