Table of Contents
Navigating to Communication Queue
CRM Application > Communications > Access Communication Queue
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.
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.
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
Attributes
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 AVAILABLE FROM CRM.COM R10.0.0 Setting Communications in Communication Queue as Completed and Removed is available through the Web API and it allows external systems to mark the communications which are already read by the recipients in order 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 | 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 | The standard set of Log Details information available in all entities |
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 | |
Related Areas