Using Communication Queue
- Persia Xenopoulou (Deactivated)
- p_demou (Deactivated)
- Frini Pouyiouka
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Table of Contents
Navigating to Communication Queue
CRM > COMMUNICATIONS > ACCESS COMMUNICATION QUEUE
What is the Communication 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 through CRM.COM or by an external system.
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.
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:
- 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 |
|---|---|
| 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 Communications in the Queue that are already viewed by their recipients can be set as 'Completed and Removed' by third party systems through the Web API (in order not to view them again), as long as the Life Cycle State of the Communication is either 'Pending' or 'Completed'.
|
| Communication | The Communication sent through the Queue. |
| External System | The Communication Queue External System which will process the Communication in the Queue. If no system is specified then the Communication is processed by CRM.COM. |
| Error Code | The code of the error, if one occurs while processing the Communication. In the case of SMS Gateway, the error that the gateway returns is specified. |
| Error Description | The description of the error, if one occurs while processing the Communication. In the case of SMS Gateway, the error that the gateway returns is specified. |
| Log Information | 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 the Communication Queue entry Life Cycle State is 'Pending'. All or single 'Pending' Communications are processed, 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 third party system | |
| DEVICE | Outgoing | Enabled | No | Completed | N/A | |
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