Comms Process Flow: Send SMS, Push and External Notifications
Once the merge has occurred, the merged message is placed in the CommsRequestTargetDistribution table in the Message field and the DistributionStatus is set to D (Awaiting Distribution). The comms must now be distributed. The Comms Monitor job is responsible for distributing EXTERNAL, SMS
Short Message Service.
A text messaging service component of most mobile telephone systems. SMS uses standardized communication protocols to enable mobile phone devices to exchange short text messages., PUSH and ONLINE comms.
Comms Monitor job distributing Push, SMS and External comms
ONLINE
For ONLINE comms, once the merged message is stored, it is ready and waiting for the user A person with the capability to log in to the CMP GUI software, such as a customer service advisor or agent. to view it, so no further distribution is necessary and the job creates an entry in the CommsRequestTargetDistribution table with the DistributionStatus of P (Published).
PUSH
Distribution of comms with the PUSH delivery method is handled by the Push to Handset (Transmission Comms Push to Handset) daemon A computer program that runs as a background process, rather than being under the control of an interactive user.. The push to handset A mobile phone daemon picks up entries that are ready to be pushed to a handset. These messages contain the full text to be sent within either a plain or an encrypted JSON JavaScript Object Notation. JSON is a lightweight format for storing and transporting data, often used when data is sent from a server to a web page. message, depending on the configuration. The daemon queries the CommsRequestTargetDistribution table where:
- Distribution Status = D
- AND DeliveryMethod = PUSH
- AND Time Exclusion >= Current Date and Time
The daemon converts the message into an encrypted JSON format and places it on an outbound ActiveMQ An open source generic message interface written in Java. It fosters the communication from more than one client or server, allowing it to act, for example, a messaging interface between CMP and external components. queue for delivery. The queue is set in the following properties when the daemon is configured:
For more information on the daemon and its configuration see Transmission Comms Push To Handset in the Communication Jobs and Daemons section.
Once the message is placed on the queue, the job updates the DistributionStatus to either:
- S (Sent) and updates the SentDateTime on the CommsRequestTargetDistribution table.
- P (Published) and updates the PublishedDateTime on the CommsRequestTargetDistribution table.
Whether the status is set to Sent or Published is determined by the setting for the comms.handset.monitor.extract.distribution-status property for the daemon. Valid values are P (Published) or S (Sent) and this determines the Status text that is displayed to the CSA Customer Service Agent, Advisor, or Assistant.
A (usually) customer-facing role in telecommunications, such as an agent in a call centre. Variations include CSR (Customer Service Representative) or CEA (Customer Experience Agent) in AgentView The graphical user interface of the CMP that is typically used by Customer Service Agents to access CMP customer and billing data. In versions prior to CMP 8.0, this was called the CMP GUI..
SMS
The SMS To Handset (Transmission Comms SMS to Handset) daemon picks up entries that are ready to be sent via SMS. These messages contain the full text to be sent and sent within either a plain or an encrypted JSON message, depending on configuration.
The daemon queries the CommsRequestTargetDistribution table where:
- Distribution Status = D
- AND DeliveryMethod = SMS
- AND Time Exclusion >= Current Date and Time
The daemon creates the JSON file and puts it on a file system or a queue for distribution, depending on the configuration.
Once the message is placed on the file system or queue, the job updates the DistributionStatus to either:
- S (Sent) and updates the SentDateTime on the CommsRequestTargetDistribution table.
- P (Published) and updates the PublishedDateTime on the CommsRequestTargetDistribution table.
Whether the status is set to Sent or Published is determined by the setting for the comms.sms.monitor.extract.distribution-status property for the daemon. Valid values are P (Published) or S (Sent) and this determines the Status text that is displayed to the CSA in AgentView.
For more information on the daemon and its configuration see Transmission Comms SMS To Handset in the Communication Jobs and Daemons section.
For information on configuring the date format for SMS and push notifications, see Configuring Date Formats - Administration Console.
EXTERNAL
The Extract Comms to Generic Format daemon handles communications with the EXTERNAL delivery method. The daemon queries the CommsRequestTargetDistribution table where:
- Distribution Status = D
- AND DeliveryMethod = EXTERNAL
- AND Time Exclusion >= Current Date and Time
The daemon converts the message into either a plain encrypted JSON format, depending on configuration, and places it on an outbound ActiveMQ queue for delivery. The queue is set in the following properties when the daemon is configured:
For more information on the daemon and its configuration see Extract Comms to Generic Format in the Communication Jobs and Daemons section.
Once the message is placed on the queue, the job updates the DistributionStatus to either:
- S (Sent) and updates the SentDateTime on the CommsRequestTargetDistribution table.
- P (Published) and updates the PublishedDateTime on the CommsRequestTargetDistribution table.
Whether the status is set to Sent or Published is determined by the setting for the comms.external.monitor.extract.distribution-status property for the daemon. Valid values are P (Published) or S (Sent) and this determines the Status text that is displayed to the CSA in AgentView.
The following diagram shows the workflow for sending SMS, PUSH, ONLINE and EXTERNAL comms:
