Configuring Communication Definitions

Owned by Persia Xenopoulou (Deactivated)
Last updated: Jul 17, 2017 by Former user (Deleted)
12 min read

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Navigating to Communication Definitions

CONFIGURATIONS > CRM > COMMUNICATIONS > SET UP BUSINESS DEFINITIONS

What are Communication Definitions?

Communication Definitions are a set of business rules which are used to control the behaviour of Communications throughout their Life Cycle and provide important settings (such as email and SMS server setting) required for the Communications module to work properly.

Communication Definitions can be edited, deleted and have their Life Cycle State changed.

  • Navigate to Communication Definitions and explore existing entries via the Summary page. 

  • Click on the link (Name or Number) of the entry of your interest to access the Data Entry page and see more detail.

  • Use the Actions Menu to create a NEW Definition, modify (EDIT), or DELETE an existing one.  

  • Use BACK to return to the Summary page and CANCEL to revert any unwanted changes made to the Definition. 

  • Click on the Audit Log button to view a log of changes performed on the displayed Communication Definition.

Check the Validations & Restrictions Table below for a list of available Actions when working with Communication, including each Action's related restrictions and additional information.  View the Attributes Table for a comprehensive description of the Communication fields.
COMMUNICATION DEFINITION 

Validations & Restrictions

 

ActionRestrictionsAdditional Information
General
  • Multiple Communication Definitions can exist in the System, but each one must have a unique Name and Alternative Code.
  • Only one 'Active' Communication Definition can exist in the System at a time.
  • If no 'Active' Communication Definition is present, then no Communication processes can be performed. 
  • If Communication and SMS settings are not configured, then no Email or SMS can be sent via CRM.COM.
  • Rules and restrictions specified in Communication Definitions are applied during the creation and maintenance of a Communication.
    • On creating and completing a Communication, the media specified on the Communication is validated against the allowed media, and the number of characters included in the content is validated against the maximum character count, specified for that media.

      • For SMS media, of Type CM. Gateway, the maximum length is 160 alphanumeric characters.  

      • For SMS media, of Type SMPP Gateway, the maximum length is 140 alphanumeric characters.  
    AVAILABLE FROM CRM.COM R10.0.0
    • If the Email server settings are 'Enabled', the System will use them to send the Communication via Email on completing an 'Outgoing' Email media Communication.
    • If the SMS server settings are 'Enabled,' the System will use them to send the Communication via SMS on completing an 'Outgoing' SMS media Communication.
Create
  • Mandatory fields must be defined
  •  Not Applicable
Edit
  • Mandatory fields must be defined
  •  Not Applicable
Delete
  • A Definition can be deleted as long as it is not the 'Active' one.
  •  Not Applicable

 

Attributes

An * indicates a field is mandatory. 

Name

Description

NumberAn auto-generated number that uniquely identifies the Communication Definition.
Main Information
Name*The name of the Definition.
Alternative code*An alternative code for the Definition. Unless otherwise specified, the Alternative Codes for new entries default to the Name initials in capital letters.
DescriptionA description of the Definition.
StateThe state of the Definition which can be 'Active' or 'Inactive'.
Only one 'Active' Definition can exist at any point.
SERVER SETTINGS
Email Server Settings*
Email Server Settings*

Determines the settings that should be used for Emails to be sent directly through CRM.COM. The following information can be specified and is mandatory if the Email server integration is enabled:

  • Enable Email Server: Enables or disables the email server integration. If enabled, the following fields must be filled out:
NameDescription
Default From Email Address

The email address that will be used as the 'From' address when sending emails.

SMTP Host NameThe SMTP server hostname.
SMTP Port:

 The SMTP server port.

SMTP SecurityThe security option which can be set to None, SSL or TLS.
SMTP UsernameThe username to access the SMTP server.
SMTP PasswordThe password to access the SMTP server.

 

A "TEST CONNECTION" button is also available which can be used to test the connection with the SMTP server.

SMS Settings*
SMS Settings*

Determines the settings that should be used for SMS to be sent directly through CRM.COM. There is the option to select between two SMS Gateways with which CRM.COM has integrated.

  • SMP Gateway
  • CM Gateway

The following information can be specified and is mandatory if the SMS server integration is enabled:

  • Enable SMS Server: It enables or disables the SMS server integration.
  • SMS Gateway: Selection box with the available Gateways. Depending on the gateway selection the relevant fields are available.
    • CM. Gateway: If selected the CM. Gateway settings will need to be filled out.
    • SMPP Gateway: If selected the SMPP Gateway settings will need to be filled out AVAILABLE FROM CRM.COM R10.0.0
CM GATEWAY Settings

The CM Gateway Settings are made available when the CM Gateway is selected

NameDescription
Default "From" SMS SenderThe info that will be displayed as the 'From' number/text while sending SMS. The value can be alphanumeric and up to 11 characters.
Method
  • HTTP 
  • HTTP(S) 
  • Test
Client IDThe unique client ID as provided by CM. The value can be numeric, from 2-8 characters.
User NameThe username as provided by CM. The value can be alphanumeric and up to 32 characters.
PasswordThe password as provided by CM. The value can be alphanumeric and up to 32 characters.

SMPP Gateway Settings

AVAILABLE FROM CRM.COM R10.0.0

The SMPP Settings are made available when the SMPP Gateway is selected

Name

Description

Host *The Host name of the SMSC through which the SMS will be sent.
Port *The port of the SMSC through which the SMS will be sent.
Username *The username used to connect to SMSC.
Password *The password used to connect to SMSC.
System Type *The System Type for assigning the protocol standard of the SMSC side. It is specified by SMSC and its default value is "cp."
Character encoding *

The SMS message's character encoding. Available values are ALPHA_8_BIT, ALPHA_CYRILLIC, ALPHA_DEFAULT, ALPHA_IA5, ALPHA_JIS, ALPHA_JIS_X_0212_1990, ALPHA_PS_C_5601, ALPHA_LATIN_HEBREW, ALPHA_LATIN1, ALPHA_UCS2, ALPHA_UNSPECIFIED_2. The default value is ALPHA_DEFAULT

Type of Number*

AVAILABLE FROM CRM.COM R12.0.0

The default type of number that will be used. Available values are UNKNOWN, INTERNATIONAL, NATIONAL, NETWORK SPECIFIC, SUBSCRIBER NUMBER, ALPHANUMERIC, ABBREVIATED. The default value is UNKNOWN.

Numbering Plan Indicator*

AVAILABLE FROM CRM.COM R12.0.0

The default numbering plan indicator that will be used. Available values are UNKNOWN, ISDN, DATA, TELEX, LAND MOBILE, NATIONAL, PRIVATE, ERMES, INTERNET, WAP. The default value is UNKNOWN.

Enquire*

AVAILABLE FROM CRM.COM R12.0.0

The enquire link interval in seconds, that will be used while binding the SMPP connections. The default value is 60.
Number of Connections*

AVAILABLE FROM CRM.COM R12.0.0

The number of SMPP connections that will be created and used to send messages. The default value is 1.

Reconnection Interval (in seconds)*

AVAILABLE FROM CRM.COM R12.0.0

The interval period in seconds before creating a new connection, if the previous one was terminated. The default value is 30.

Allowed Application Servers AVAILABLE FROM CRM.COM R10.0.0

Allowed Application Servers are available only if there are more than one registered Application Servers in the System. Multiple Application Servers can be added, although it is not mandatory to have any allowed Application Servers. If no Application Server is added, then all the registered Application Servers are allowed.

Application ServerThe Application Server that will be allowed. The Application Servers are filtered based on the organisation group of the logged in User.
Added ByThe User that added the Application Server. This information is set automatically.
Added OnThe date on which the added server was added. This information is set automatically.
MEDIA SETTINGS
Media Settings

Defines the Media which are allowed to be used in Communications and the character count limit for each Type of media. The supported media are the following:

  • Email
  • SMS
  • Phone
  • Letter
  • Face to Face
  • For CM. Gateway SMS Media, the maximum length is 160 alphanumeric characters
  • For SMPP Gateway SMS Media, the maximum length is 140 alphanumeric characters AVAILABLE FROM CRM.COM R10.0.0

TRACKING SETTINGS

The Tracking Settings related to email and Link Tracking. If enabled, then the System will track emails sent through Communications and provide information related to views of the email and its included links; This is not related to the Dynamic Links but to external URL links, such as http://www.crm.com which can be added to outgoing email Communications.
There is the option to enable tracking either for all Communications or only for the ones created via Notification Runs. An endpoint can be provided which will be used to handle the tracking but there is also the option to define a Custom URL instead. In this case, further implementation is required on the side of the user handling the tracking mechanism.

Enable Email TrackingIf enabled, emails send by creating email Communications through CRM.COM will be tracked. i.e. marked as 'Viewed' in the Communication Tracking details.
Email Tracking Mode *
(Mandatory on Conditions)

Defines the Type of email Communications to which Email Tracking should be applied. The following options are available:

  • Track All Communications: If selected, all email Communications will be tracked.
  • Track Communications send by Notification Runs: If selected, then only email Communications created by Notification Runs will be tracked.

Mandatory if the Email Tracking is 'Enabled'.

Enable Link TrackingIf enabled, links included in emails sent by creating email Communications through CRM.COM will be tracked. i.e. marked as 'Viewed' in the Communication Tracking details.

Link Tracking Mode*
 (Mandatory on Conditions)

Defines the Type of email Communications to which Link Tracking should be applied. The following options are available:

  • Track All Communications: If selected, all email Communications will be tracked.
  • Track Communications send by Notification Runs: If selected, then only email Communications created by Notification Runs will be tracked.

Mandatory if the Email Tracking is 'Enabled'.

End Point *
 (Mandatory on Conditions)

The endpoint that will be used by the System in order to construct the URL used to handle Email and Link Tracking. This is applicable and mandatory if one of the following conditions is met:

  • Email Tracking is 'Enabled'.
  • Link Tracking is 'Enabled'.

This value is set automatically based on the URL that the user used to log in; for example, if the user logged in using https://example.crm.com/crm then the endpoint will default to example.crm.com and the user will be able to modify it if necessary.

If a secure endpoint is used, such as https://example.crm.com/crm, then example.crm.com needs to be defined as the endpoint and the https:// will be added by the System.
If a secure endpoint is not used, then the whole URL must be defined in the endpoint, including HTTP; e.g. http://example.crm.com.

Custom URL

The URL that should be used by the System, overriding the default release URL to handle Email Tracking and Link Tracking.

This is information is applicable and optional if one of the following conditions is met:

  • Email Tracking is 'Enabled'.
  • Link Tracking is 'Enabled'.
     

If a custom URL is defined, then further implementation is needed by the System Administrator to handle tracking. i.e. by using the parameters sent by the System, CRM.COM should be updated accordingly as the current calls won't be reaching CRM.COM to perform the required updates.


CRM.COM WEB API can be used to manage calls from outside CRM.COM.

For example:

<a href="https://[end_point]/crm/dynamic.do?p0=opt_in_direct&p1=[conact_information_ID]&p2=[organisation_ID]&p3=[Redirection URL]&p4=[token]"><a/>

For more information contact your CRM.COM consultant.

DYNAMIC LINK SETTINGS

The settings related to the handling of Dynamic Links that can be included in outgoing email Communications. An endpoint can be provided which will be the used to handle the Dynamic Links, but there is also the option to define a custom URL, in which case further implementation is required on the side of the user handling the Dynamic Link actions.
Enable the wanted Dynamic Links and for each enabled link, provide the text that will be used to replace the link when used in outgoing email Communications, as well as the URL the customer should be redirected to when clicking on the link.

End Point *
(Mandatory on Conditions)

The endpoint that will be used by the System to construct the URL that will be used to handle Dynamic Links.
This is applicable and mandatory if one of the following conditions is met:

  • Opt-in Direct Marketing is 'Enabled'
  • Opt-out Direct Marketing is 'Enabled'
  • Opt-in Affiliate Marketing is 'Enabled'
  • Opt-out Affiliate Marketing is 'Enabled'
  • Service Request Temporary Resolution Acceptance is 'Enabled'
  • Service Request Final Resolution Acceptance is 'Enabled'.
This value is set automatically based on the URL that the user used to log in; for example, if the user logged in using https://example.crm.com/crm then the endpoint will default to example.crm.com and the user will be able to modify it if necessary.
Custom URL

The URL that should be used by the System, overriding the default release URL in order to handle Dynamic Links.

This is information is applicable and optional if one of the following conditions is met:

  • Opt-inDirect Marketing is 'Enabled'
  • Opt-out Direct Marketing is 'Enabled'
  • Opt-in Affiliate Marketing is 'Enabled'
  • Opt-out Affiliate Marketing is 'Enabled'
  • Service Request Temporary Resolution Acceptance is 'Enabled'
  • Service Request Final Resolution Acceptance is 'Enabled'

If a custom URL is defined then, further implementation will be needed by the System administrator to handle the tracking. i.e. by using the parameters sent by the System, CRM.COM should be updated accordingly as the current calls won't be reaching CRM.COM to perform the required updates.
CRM.COM WEB API can be used to manage calls from outside CRM.COM.

For example:

<a href="https://[end_point]/crm/dynamic.do?p0=opt_in_direct&p1=[conact_information_ID]&p2=[organisation_ID]&p3=[Redirection URL]&p4=[token]"><a/>

For more information contact your CRM.COM consultant.
Opt-in Direct Marketing
EnableIf enabled, then it will be allowed to include Opt-in Direct Marketing links in any email Communications.
When the link is clicked the Send Direct Marketing Material option in Contact Information Authorisation Settings will be checked.
Link Text *
 (Mandatory on Conditions)

The text that should be displayed on the Opt-in Direct Marketing link.

Mandatory only if the Opt-in Direct Marketing link is 'Enabled'.
Redirection URL

The URL that should be used to redirect the customer after clicking on the Opt-in Direct Marketing link.

  • If no Redirection URL is defined, when the user clicks on the dynamic link, the respective action will be executed and the user redirected to the default endpoint, where a success or error message will be displayed depending on the result of the action.
Opt-out Direct Marketing
EnableIf enabled, then it will be allowed to include Opt-out Direct Marketing links in any email Communications.
When the link is clicked the Send Direct Marketing Material option in Contact Information Authorisation Settings will be unchecked. 
Link Text *
 (Mandatory on Conditions)

The text that should be displayed on the Opt-out Direct Marketing link.

Mandatory only if the Opt-out Direct Marketing link is 'Enabled'.
Redirection URL

The URL that should be used to redirect the customer after clicking on the Opt-out Direct Marketing link.

  • If no Redirection URL is defined, when the user clicks on the dynamic link, the respective action will be executed and the user redirected to the default endpoint, where a success or error message will be displayed depending on the result of the action.
Opt-in Affiliate Marketing
EnableIf enabled, then it will be allowed to include Opt-in Affiliate Marketing links in any email Communications.
When the link is clicked the Send Affiliate Marketing Material option in Contact Information Authorisation Settings will be checked. 
Link Text *
 (Mandatory on Conditions)

The text that should be displayed on the Opt-in Affiliate Marketing link.

Mandatory only if the Opt-in Affiliate Marketing link is 'Enabled'.
Redirection URL

The URL that should be used to redirect the customer after clicking on the Opt-in Affiliate Marketing link.

  • If no Redirection URL is defined, when the user clicks on the dynamic link, the respective action will be executed and the user redirected to the default endpoint, where a success or error message will be displayed depending on the result of the action.
Opt-out Affiliate Marketing
EnableIf enabled, then it will be allowed to include Opt-out Affiliate Marketing links in email Communications.
When the link is clicked the Send Affiliate Marketing Material option in Contact Information Authorisation Settings will be unchecked.  
Link Text *
 (Mandatory on Conditions)

The text that should be displayed on the Opt-out Affiliate Marketing link.

Mandatory only if the Opt-out Affiliate Marketing link is 'Enabled'.
Redirection URL

The URL that should be used to redirect the customer after clicking on the Opt-out Affiliate Marketing link.

  • If no Redirection URL is defined, when the user clicks on the dynamic link, the respective action will be executed and the user redirected to the default endpoint, where a success or error message will be displayed depending on the result of the action.
Service Request Response Acceptance
Enable

If enabled, then it will be allowed to include Service Request Response Acceptance links in email Communications.
When the link is clicked the Accepted By Contact in the Service Request - Response Section will be automatically set to the Contact Information with the specific email address.

Link Text *
 (Mandatory on Conditions)

The text that should be displayed on the Service Request Response Acceptance link.

Mandatory only if the Service Request Response Acceptance link is 'Enabled'.
Redirection URL

The URL that should be used to redirect the customer after clicking on the Service Request Response Acceptance link.

  • If no Redirection URL is defined, when the user clicks on the dynamic link, the respective action will be executed and the user redirected to the default endpoint, where a success or error message will be displayed depending on the result of the action.
Service Request Temporary Resolution Acceptance
EnableIf enabled, then it will be allowed to include Service Request Temporary Resolution Acceptance links in email Communications.
When the link is clicked the Accepted By Contact in the Service Request - Temporary Resolution section will be automatically set to the Contact Information with the specific email address.  
Link Text *
 (Mandatory on Conditions)

The text that should be displayed on the Service Request Temporary Resolution Acceptance link.

Mandatory only if the Service Request Temporary Resolution Acceptance link is 'Enabled'.
Redirection URL

The URL that should be used to redirect the customer after clicking on the Service Request Temporary Resolution Acceptance link.

  • If no Redirection URL is defined, when the user clicks on the dynamic link, the respective action will be executed and the user redirected to the default endpoint, where a success or error message will be displayed depending on the result of the action.
Service Request Final Resolution Acceptance 
EnableIf enabled, then it will be allowed to include Service Request Final Resolution Acceptance links in email Communications.
When the link is clicked the Accepted By Contact in the Service Request - Final Resolution section will be automatically set to the Contact Information with the specific email address.   
Link Text *
 (Mandatory on Conditions)

The text that should be displayed on the Service Request Final Resolution Acceptance link.

Mandatory only if the Service Request Final Resolution Acceptance link is 'Enabled'.

Redirection URL

The URL that should be used to redirect the customer after clicking on the Service Request Final Resolution Acceptance link.

  • If no Redirection URL is defined, when the user clicks on the dynamic link, the respective action will be executed and the user redirected to the default endpoint, where a success or error message will be displayed depending on the result of the action.
Log information
Log InformationThe standard set of Log Details information available in all entities.

View Understanding Communication for business examples related to Communication Definitions.

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