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Using Communication Queue

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What does this section cover?

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.

What goes in the Communications Queue?

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

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

Name

Description

NumberAn auto generated number that uniquely identifies each communication queue entry
Life Cycle StateThe life cycle state of the communication queue entry which can be Pending, Rejected or Completed
CommunicationThe communication that will be sent through the queue
External SystemThe 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 InformationIncludes the standard log information

Communication Queue

  1. Navigate to CRM Application > Communications > Access Communication Queue
  2. Search for the communication queue record using the criteria

    Communication Queue Summary Page

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
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 party system
DEVICEOutgoingEnabledNo CompletedN/A

 

 

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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