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Back to Communications Main Page

Excerpt
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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

Info

CRM Application > Communications > Access Communication QueueCOMMUNICATIONS > ACCESS COMMUNICATION QUEUE

 

What

is Communication

is 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.

Note

Communications included in a queue are available both via the User Interface and the Web API.

 

What goes in the Communications Queue?

The following needs to be satisfied in order for a communication to be added to the queue:

Communication Queue Summary PageImage Removed

 

Attributes

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.
Once the Communications are processed by third party systems, they must be marked as 'Completed' or 'Rejected' accordingly.

Which Communications are sent to the Queue?

Communications that satisfy either of the following conditions, are sent to the Communication Queue:

Communication Queue Summary PageImage Added

 

Attributes

All Communications sent to the Communication Queue are displayed in the Summary page.

The communication that will be sent through the queue

Name

Description

NumberAn auto-generated number that uniquely identifies each communication queue Communication Queue entry.
Life Cycle State

The life cycle state Life Cycle State of the communication queue Communication Queue entry which can be 'Pending', 'Rejected', 'Completed' or 'Completed and Removed'.

Note

Status
colourGreen
titleAvailable from CRM.COM R10.0.0

Setting Communications in Communication Queue as the Queue that are already viewed by their recipients can be set as 'Completed and Removed is available ' by third party systems through the Web API and it allows external systems to mark the communications which are already read by the recipients (in order not to not be viewed again. Marking communication queue in State Completed and Removed is allowed only if the life cycle state of the communication queue is either pending or Completed.

Communication

view them again), as long as the Life Cycle State of the Communication is either 'Pending' or 'Completed'.

 

CommunicationThe Communication sent through the Queue.
External SystemThe 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 InformationThe 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
MediaDirectionEmail SettingsOther Errors Life Cycle StateError Log
EmailIncomingEnabledNo Rejected"Incoming Emails not Supported"
EmailOutgoingNot EnabledNo Rejected"Email Server not Enabled"
EmailOutgoingEnabledYes Rejected"Error Description..."
EmailOutgoingEnabledNo CompletedN/A

SMS

Input Results
MediaDirectionSMS SettingsOther Errors Life Cycle StateError Log
SMSIncomingEnabledNo Rejected"Incoming SMS not Supported"
SMSOutgoingNot EnabledNo Rejected"SMS Server not Enabled"
SMSOutgoingEnabledYes Rejected"Error Description..."
SMSOutgoingEnabledNo CompletedN/A

External Systems - Conditional Access Systems

Input Results
MediaDirectionSMS SettingsOther Errors Life Cycle StateError Log
DEVICEOutgoingEnabledYes RejectedErrors depend on the 3rd third party system
DEVICEOutgoingEnabledNo CompletedN/A

 

 

InfoCommunications 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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