Back to Communications Main Page
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Find out what is Discover the Communication Queue |
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Table of Contents
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Navigating to Communication Queue
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CRM > COMMUNICATIONS > ACCESS COMMUNICATION QUEUE |
What
is Communicationis the 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 Created customer Email or SMS Communications for customers must be processed further before being sent. The Communication Queue lists Email and SMS Communications. Communications in the Queue can either be processed directly via through CRM.COM, or 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| Note |
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Communications sent to the Queue with a Communication Queue External System, are processed by third party systems instead of CRM.COM. To enable this, third party system must integrate with CRM.COM using the available CRM.COM WEB APIs. |
Which Communications are sent to the Queue?
Communications that satisfy either of the following conditions, are sent to the Communication Queue:
- The Media is set to Email and the Email Server Settings are enabled.
- The Media is set to SMS and the SMS Server Settings are enabled.
- A Communication Queue External System is specified.
Attributes
All Communications sent to the Communication Queue are displayed in the Summary page.
Name | Description | |||||||||||
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| Number | An auto-generated number that uniquely identifies each communication queue Communication Queue entry. | |||||||||||
| Life Cycle State | The communication that will be sent through the queueThe life cycle state Life Cycle State of the communication queue Communication Queue entry which can be 'Pending', 'Rejected', 'Completed' or 'Completed and Removed'.
| Communication |
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| Communication | The Communication sent through the Queue. | |||||||||||
| External System | The external system Communication Queue External System which will process the communication waiting Communication in the queueQueue. If no external system is specified then the communication will be Communication is processed by CRM.COM. | |||||||||||
| Error Code | The code of a possible error that might occur of the error, if one occurs while processing the communicationCommunication. In the case of the SMS Gateway, the error that the gateway returns should be is specified. | |||||||||||
| Error Description | The description of a possible error that might occur of the error, if one occurs while processing the communicationCommunication. In the case of the SMS Gateway, the error that the gateway returns should be is specified. | |||||||||||
| Log Information | Includes the standard log information |
Communication Queue
| The standard set of Log Details information available in all entities. |
Communications Queue Processing
Communications in the 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 oneLife Cycle State is 'Pending'. All or single 'Pending' Communications are processed, based on the following logic:
Emails
| Input | Results | |||||
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| 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 | |||||
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| 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 | |||||
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| Media | Direction | SMS Settings | Other Errors | Life Cycle State | Error Log | |
| DEVICE | Outgoing | Enabled | Yes | Rejected | Errors depend on the 3rd third party system | |
| DEVICE | Outgoing | Enabled | No | Completed | N/A | |
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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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