Using Proactive Outreach Manager

Transcription

1 Using Proactive Outreach Manager Release 2.0 June 2010

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3 is in the United States. For additional support telephone numbers, see the Avaya Web site: support Using Proactive Outreach Manager June

4 4 Using Proactive Outreach Manager June 2010

5 Contents Chapter 1: User Management...9 About user management...9 About roles...9 POM Administration role...9 POM Campaign Manager role...11 Org POM Campaign Manager role...14 Chapter 2: Real-Time Monitoring...17 About real-time monitoring...17 Campaign monitor page field descriptions...17 Campaign jobs monitor page field descriptions...18 Monitor data source page field descriptions...19 Chapter 3: System Management...23 POM Manager field descriptions...23 Starting the POM server...24 Stopping the POM server...24 Refreshing the POM server...25 SMS Manager page field descriptions...25 Refreshing the SMS Server Manager...26 Chapter 4: System Configuration...27 About SMS...27 SMS server page field descriptions...27 Add SMS server page field descriptions...28 Adding SMS server...28 Edit SMS server page field descriptions...29 Editing SMS server...29 Deleting SMS server...30 SMS settings page field descriptions...30 Managing SMS settings...31 SMPP connections page field descriptions...31 Add SMPP connections page field descriptions...32 Adding SMPP connections...38 Edit SMPP connection page field descriptions...38 Editing SMPP connection...43 Deleting SMPP connection...44 SMS Manager page field descriptions...44 Chapter 5: Adding servers...47 Chapter 6: Licensing...49 Licensing page field descriptions...49 POM license settings page field descriptions...50 Editing POM license settings...50 Chapter 7: Reports...51 About reports...51 Standard reports...53 Using Proactive Outreach Manager June

6 Campaign Detail (Filters) page field descriptions...53 Generating POM campaign detail report...54 Campaign Detail report page field descriptions...54 Campaign Summary (Filters) page field descriptions...56 Generating POM campaign summary report...57 Campaign Summary report page field descriptions...57 Completion Code Summary (Filters) page field descriptions...58 Generating POM completion code summary report...59 Completion Code Summary report page field descriptions...59 Completion Code Trend (Filters) page field descriptions...60 Generating POM completion code trend report...61 Completion Code Trend report page field descriptions...62 Custom Reports...63 Add custom report page field descriptions...63 Custom POM campaign detail report page field descriptions...68 Generating custom POM campaign detail report...69 Custom campaign summary report page descriptions...70 Generating custom POM campaign summary report...70 Custom completion code summary report page field descriptions...71 Generating custom POM completion code summary report...72 Custom completion code trend report page field descriptions...72 Generating POM custom completion code trend report...73 Scheduled Reports...73 Scheduling reports...73 Chapter 8: POM Configuration...75 About POM configuration...75 Campaigns...75 About campaigns...75 Campaigns page field descriptions...77 POM ports and licenses...78 Save campaign as page field descriptions...79 Manage campaign schedules page field descriptions...80 Campaign information page field descriptions...81 Campaign contact filtering criteria page field descriptions...83 Input criteria page field descriptions...84 Contact details for campaigns...86 Campaign completion code association page field descriptions...86 Campaign finish criteria page field descriptions...87 Campaign creation wizard summary page field descriptions...88 Campaign schedule creation page field descriptions...88 Creating a campaign (campaign information page)...90 Creating a campaign (contact filtering criteria)...91 Creating a campaign (completion codes association)...92 Creating a campaign (finish criteria)...92 Contact strategies...94 Completion Codes Campaign restrictions About campaign restrictions Campaign restrictions page field descriptions Configurations Using Proactive Outreach Manager June 2010

7 About configurations Configuration page field descriptions Configuring call settings Configuring campaign settings Configuring miscellaneous settings Purge schedule configuration page field descriptions Purging campaign data Purging import data Purging SMS data Contacts About contact groups Manage contact groups page field descriptions Contact group details page field descriptions Add a new contact group page field descriptions Adding a contact group Edit contact group page field descriptions Contact group organization association page field descriptions Associating a contact group Emptying a contact group Deleting a contact group Attributes Data sources POM servers About POM server POM servers page field descriptions Add POM server page field descriptions Adding POM server Edit POM server field descriptions Editing POM server Deleting POM server POM global settings page field descriptions Voice server page field descriptions Edit voice server page field descriptions Adding voice server Deleting voice server Editing voice server Chapter 9: Creating and running a campaign Creating and running a campaign Creating a contact group Importing Contacts Creating contact strategy Creating a contact strategy for call handler Creating a contact strategy for handler Creating a contact strategy for SMS handler Creating campaigns Executing Campaigns Chapter 10: POM shipped applications Chapter 11: POM failover and load balancing POM server overview Using Proactive Outreach Manager June

8 POM VPMS plug-in About failover POM fail over scenarios Index Using Proactive Outreach Manager June 2010

9 Chapter 1: User Management About user management You can use the Voice Portal Management System (VPMS) interface to add, delete users and assign various roles and privileges to different users. Depending on your user role, you can add, modify, and delete user accounts. You can also configure security options for all users, and configure the parameters under Lightweight Directory Access Protocol (LDAP) settings to enable the VPMS to access user accounts in your corporate directory. About roles Use this page to view all the existing roles. You can also use this page to add Proactive Outreach Manager (POM) specific roles, and modify or delete an existing custom role. For more details refer to Administering Voice Portal guide from There are three POM specific roles: POM Administration role on page 9. POM Campaign Manager role on page 11. Org POM Campaign Manager role on page 14. POM Administration role Any user with POM Administration role can perform certain actions based on the privileges the user has. The privileges and actions are listed below: POM Manager Use POM Manager to: Start POM server Stop POM server Using Proactive Outreach Manager June

10 User Management Use SMS Manager to: Start SMS Server Stop SMS Server SMS Servers Use SMS Servers to: Change SMS Server Add SMS Server Delete SMS Server View SMS Server SMS Settings - View SMS Settings - Change SMS Settings SMPP Connections - Change SMPP Connection - Add SMPP Connection - Delete SMPP Connection - View SMPP Connection Campaign Restrictions Use campaign restrictions to: Change campaign restrictions View campaign restrictions Configurations Use configurations to: Change configurations Purge Schedules Change Purge Schedule POM Servers Use POM server to: Add POM servers Change POM servers 10 Using Proactive Outreach Manager June 2010

11 POM Campaign Manager role Delete POM servers Change Global Settings Outbound Settings - Change Voice Server - Add Voice Server - Delete Voice Server POM Campaign Manager role Any user with POM Campaign Manager role can perform certain actions based on the privileges the user has. The privileges and actions are listed below: POM Monitor Use to POM Monitor to : View Jobs Pause Job Resume Job Stop Job View Contacts Data Import Pause Contacts Data Import Resume Contacts Data Import Stop Contacts Data Import View DNC Data Import Pause DNC Data Import Resume DNC Data Import Stop DNC Data Import A user with POM Campaign Manager role can: View SMS Server View SMS Settings View SMPP Connection Generate POM Campaign Summary Report and POM Campaign Details Report Using Proactive Outreach Manager June

12 User Management Contacts Use Contacts to access contact groups, attributes, and import data source. Contact Groups Use contact groups to: - Add Contact Groups - Change Contact Groups - Delete Contact Groups - Empty Contact Groups - Associate Orgs with Contact Groups If you do not have the multi-tenancy turned on, the Associate Orgs with Contact Groups is displayed, but you cannot perform this task. Attributes Use attributes to: - Add attribute - View Attribute Details - Change Attribute - Delete Attribute - Associate Attribute If you do not have the multi-tenancy turned on, the Change Attribute and Associate Attribute options are displayed, but you cannot perform these tasks. Import Data Source Use import data source to: - List Contacts Data Source - Add Contacts Data Source - Change Contacts Data Source - Delete Contacts Data Source - Schedule Contacts Data Source - Run Contacts Now - View Contacts Data Source - Upload Contacts From File - Show Contacts Import History - List DNC Data Source - Add DNC Data Source 12 Using Proactive Outreach Manager June 2010

13 POM Campaign Manager role - Change DNC Data Source - Delete DNC Data Source - Schedule DNC Data Source - Run DNC Now - View DNC Data Source - Show DNC Import History Campaigns Use campaign to: List Campaigns: Use to add, change, delete, pause, stop and schedule campaigns. - Change Campaign - Add Campaign - Delete Campaign - View Campaign - Stop Campaign Schedule - Pause Campaign Schedule - Resume Campaign Schedule - Delete Campaign Schedule - Run Now Contact Strategy - Change Contact Strategy - Add Contact Strategy - Delete Contact Strategy - View Contact Strategy Completion Codes - Change Custom Completion Codes - Add Custom Completion Codes - Delete Custom Completion Codes - View Custom Completion Codes View Campaign Restrictions Use to view campaign restrictions. Using Proactive Outreach Manager June

14 User Management Org POM Campaign Manager role Any user with Org POM Campaign Manager role can perform certain actions based on the privileges the user has. The privileges and actions are listed below: POM Monitor Use POM monitor to: View Jobs Pause Job Resume Job Stop Job View Contacts Data Imports Pause Contacts Data Imports Resume Contacts Data Imports Stop Contacts Data Imports System Configuration Use system configuration to: View SMS Servers View SMPP connection Reports Use reports to generate: POM Campaign Summary Reports POM Campaign Details Reports POM Configuration Use POM configuration to set and view permissions for contact groups, attributes, import data sources, and campaigns. Contact Groups - Add Contact Groups - Change Contact Groups - Delete Contact Groups - Empty Contact Groups Attributes - Add Attribute 14 Using Proactive Outreach Manager June 2010

15 Org POM Campaign Manager role - View Attribute Details - Delete Attributes Import Data Source - List Contacts Data Source - Add Contacts Data Source - Change Contacts Data Source - Delete Contacts Data Source - Schedule Contacts Data Source - Run Contacts Now - View Contacts Data Source - Upload Contacts From File - Show Contacts Import History - List Contacts Data Source - List Contacts Data Source Campaigns List Campaigns Change Campaign Add Campaign Delete Campaign View Campaign Stop Campaign Schedule Pause Campaign Schedule Resume Campaign Schedule Delete Campaign Schedule Run Now Contact Strategy Change Contact Strategy Add Contact Strategy Delete Contact Strategy View Contact Strategy Completion Codes Change Completion Codes Add Completion Codes Delete Completion Codes Using Proactive Outreach Manager June

16 User Management View Completion Codes Campaign Restrictions View Campaign Restriction 16 Using Proactive Outreach Manager June 2010

17 Chapter 2: Real-Time Monitoring About real-time monitoring Use the POM Monitor to perform real- time monitoring of the active campaigns and data imports. You can also pause and resume campaigns and track the flow of the campaign. This is particularly useful if the campaign or the data import appears to be stuck. A global user can monitor all the campaigns and data imports across organizations. An Org user can monitor campaigns and data imports created by the users belonging to the specific organization. A global user is a user who does not belong to any organization, and has the POM Administration and POM Campaign Manager roles. An organization user (Org user) is a user who belongs to an organization created in Voice Portal, and has the Org POM Campaign Manager role. Campaign monitor page field descriptions Use this page to specify the settings to monitor jobs or campaigns. A job is a running instance of a campaign. You will see similar menu options for a normal user and for a multi-tenant user. You will see the following fields only if you an active campaign. Selection check box Name Job ID Use this selection check box to select the jobs. Displays the job name. Displays the job ID. Using Proactive Outreach Manager June

18 Real-Time Monitoring Job Status Total Contacts Finished Contacts Select View Show Refresh Displays the job status. The different status: Queued - The status is queued till the jobs are not handed over to the Campaign Manager by the Campaign Director. Pausing - when you want to pause Stopped - campaign is stopped Active - The jobs are being processed. Filter in Progress - The contacts selected from the contact filtering criteria are being associated with the job. Stopping - This is an intermediate state when you stop a campaign. Paused - The campaign is paused. Completed - The campaign execution is completed. Creating history - The job is completed and the contacts are archived. Displays the total number of contacts in the job. Displays the number of contacts that have been contacted. Use the drop-down list to see the job details as a list view or chart view. Use to view the job details. Use to refresh the contents of the page. Campaign jobs monitor page field descriptions Use this page to view all the active jobs and the status of each job. Refresh Last Poll Use to refresh the page. Displays the date and time when the page is last refreshed. If you select the List view, you see the following details: Job Start Time Job Status Displays the job start time. Displays the job status as Completed, Active, In Progress, Stopped and Paused. 18 Using Proactive Outreach Manager June 2010

19 Monitor data source page field descriptions Total Counts Contacts In_Queue Finished Contacts Contacts Attempt Summary: Completion Code Count icon Displays the total number of contacts that will be processed for the selected job. If the count increases, it means that the contacts are being filtered. Displays the contacts in queue and which are yet to be processed or being processed but not complete. Displays the finished contacts and the processing is complete for those contacts. Displays all the completion codes used in the campaign. Displays the count of each completion code used in the campaign. Use to pause the job. icon If you pause or stop any running job, no new contact attempts will be made, but the existing attempts in progress will be completed. Use to stop the job. If you select the Chart view, you see the same details as mentioned in the list view, in addition to the following fields: Use the drop-down list to select the Chart Type. You can use one of the following chart types: verticalbar radar horizontalbar pie funnel circulargauge semicirculargauge Monitor data source page field descriptions Use this page to monitor the status of the data import. Refresh Use to refresh the page. Using Proactive Outreach Manager June

20 Real-Time Monitoring Last Poll Displays the date and time when the page is last refreshed. Tip: If the system displays a Error Occurred While Import : Auth cancel error message while importing, verify the user name and password you use to connect to the SFTP server. The following fields are visible, only if you have an active import running. DataSource Name State Success Count Update Count Fail Count Information Actions Displays the different data sources to monitor. Displays the state of the source. The different states can be Completed, Queued, Running, Error Occurred, File Copying, Pausing, Paused, Stopping, Waiting To Resume. If you start an import, then the state can be Queued till the contacts are being processed. When the import begins, the status is Running and when the import job is successful, the status is Completed. If you are importing from a file, while the records are being copied, the status is File Copying. If you encounter any errors during the import, the state changes to Error Occurred and then changes to Queued. Pausing is an intermediate state when you try to pause a Running data source. When you resume it, the state changes to an intermediate state Waiting To Resume. Stopping is an intermediate state when you try to stop a Running data source. Displays the number of records successfully imported. Displays the number of records updated. If you are updating the records in the POM database, the update count increments. While updating the records, the ID is used as a unique identifier. You can keep the ID value same and change rest of the values. Displays the number of records that failed to import. In case the validations for an attribute fail, then the record is not imported in the POM database, and the fail count increments. You can view this information of the failed record in the history of the data source. You can specify the correct valid values and run the data source again, or upload the file again. Displays the cause of the error. Use to perform following actions: Click Click Click to pause the data import. to resume the data import. to stop the data import. 20 Using Proactive Outreach Manager June 2010

21 Monitor data source page field descriptions If the icons are greyed out, you cannot perform those actions. Detail, Schedule and Run Now options are not available for upload from file data sources. Using Proactive Outreach Manager June

22 Real-Time Monitoring 22 Using Proactive Outreach Manager June 2010

23 Chapter 3: System Management POM Manager field descriptions Use this page to manage the POM servers connected to the Voice Portal Management System (VPMS). Field Selection check box Last Poll POM Server Name Host Address Campaign Manager Status Campaign Director Status Allocated Ports Ports In Use Refresh Use this selection check box to select the POM servers you want to start or stop. Displays the date and time when the page is last refreshed. A unique identifier for POM server. Displays the IP address of POM server. Displays the Campaign Manager status, whether it is running or has paused/ stopped. Alternatively use the command /sbin/service/cmpmgr start to start the Campaign Manager from the command line. Use /sbin/ service/cmpmgr stop to stop the Campaign Manager from the command line. To get the status of the Campaign Manager from the command line, type /sbin/service/cmpmgr status. Displays the Campaign Director status. Alternatively use the command / sbin/service/cmpdir start to start the Campaign Director from the command line. Use /sbin/service/cmpdir stop to stop the Campaign Director from the command line. To get the status of the Campaign Director from the command line, type /sbin/service/cmpdir status. Displays the total number of ports allocated to the POM server. The allocated ports are refreshed at a regular time interval specified by the POM VPMS plugin. Displays the number of ports in use currently. At any point of time, the number of concurrent or simultaneous calls is equal to the number of Ports in Use. Use to refresh the specified POM server/display. Using Proactive Outreach Manager June

24 System Management Start Stop Field SMS Manager Use to start the specified POM server. You need to select the particular server you want to start. The Start button is disabled till you select the POM server, and when the server is in the Running state. Use to stop the specified POM server. You need to select the particular server you want to stop. The Start button is disabled till you select the POM server, and when the server is in the Stopped state. Use to start, stop and refresh the SMS server. Starting the POM server 1. Select the POM server you want to start using the selection check box next to the POM server name. 2. Click Start. 3. Alternatively, you can start the server from the command line by typing /sbin/ service/pom start. Stopping the POM server 1. Select the POM server you want to stop using the selection check box next to the POM server name. 2. Click Stop. 3. Alternatively, you can stop the server from the command line by typing/sbin/ service/pom stop. 24 Using Proactive Outreach Manager June 2010

25 Refreshing the POM server Refreshing the POM server 1. Select the POM server you want to refresh using the selection check box next to the POM server name. 2. Click Refresh. SMS Manager page field descriptions Use this page to manage the SMS server. Field Selection check box Last Poll SMS Server Name IP Address Status Start Stop Refresh Use this selection check box to select the SMS server you want to start, stop, or refresh. Displays the date and time when the page is last refreshed. A unique identifier for the SMS server. Displays the IP address of the SMS server. Displays the status of the SMS server. Use to start the SMS server. You need to select the server you want to start. The Start button is disabled till you select the SMS server, and when the server is in the Running state. Use to stop the SMS server. You need to select the server you want to stop. The Start button is disabled till you select the SMS server, and when the server is in the Stopped state. Use to refresh the status of the SMS server. Using Proactive Outreach Manager June

26 System Management Refreshing the SMS Server Manager 1. Select the SMS server you want to refresh by using the selection check box next to the SMS server name. 2. Click Refresh Status. 26 Using Proactive Outreach Manager June 2010

27 Chapter 4: System Configuration About SMS The SMS Server, also referred to as the SMS gateway, is installed along with the POM server. In a POM environment, the number of SMS servers are restricted to the number of POM servers. The SMPP connection information is used by all the configured SMS Servers. For example, if you configure three SMS servers, then all of them use the same SMPP configuration. The SMS configuration data and other important data is saved in the POM database. You need to add and configure the SMS server before you can start the SMS based campaigns. You need to get some information from the service provider to start using the SMS server and sending SMS messages. This information governs the way you can set up the SMS server and the performance of the SMS server. IP address of the server running on the service provider. TCP port for the SMPP connection. User name and password for the SMPP connection. Number of simultaneous connections that can be established. SMS sending/throughput capacity of the service provider. For more details refer to Add SMPP connections page field descriptions on page 32. SMS server page field descriptions Use this page to manage SMS server for outbound SMS. Selection check box Name IP address Use this selection check box to select the SMS servers you have configured. Displays the names of the SMS servers you have configured. Displays the IP addresses of the SMS servers you have configured. Using Proactive Outreach Manager June

28 System Configuration Add Delete SMS Settings SMPP Connections SMS Manager Use this to add SMS servers. Use this to delete SMS servers. Use to go to the SMS Settings page. Use to go to the SMPP Connections page. Use to go to the SMS Manager page. Add SMS server page field descriptions Use this page to add an SMS server. Name IP Address Port User Name Password Save Specify the SMS server name. Specify the IP address of the SMS server. Specify the port you want to connect to. Specify the user name to connect to the SMS server. Specify the password to connect to the SMS server. Use to save the changes. Adding SMS server 1. From the left pane, select System Configuration > SMS Servers. 2. Click Add. 3. Specify the name for the SMS server. 4. Specify the IP address of the SMS server. 5. Specify the port number for the SMS server. 28 Using Proactive Outreach Manager June 2010

29 Edit SMS server page field descriptions 6. Specify the user name and password to connect to the SMS server. 7. Click Save to save the changes. Edit SMS server page field descriptions Use this page to edit the SMS server. You can change the IP address, user name and password. You cannot change the SMS server name. Name IP Address Port User Name Password Save Cancel Help Displays the SMS server name. You cannot change the server name. Specify the IP address of the SMS server. Specify the port you want to connect to. Specify the user name to connect to the SMS server. Specify the password to connect to the SMS server. Use to save the changes. Use to cancel the edit operation. Use to access help for the particular topic. Editing SMS server 1. From the left pane, select System Configuration > SMS Servers. 2. Click on the server name you want to edit. You cannot change the name of the SMS server once specified. 3. Specify the IP address of the SMS server. Using Proactive Outreach Manager June

30 System Configuration 4. Specify the port number for the SMS server. 5. Specify the user name and password to connect to the SMS server. 6. Click Save to save the changes. Deleting SMS server 1. In the left pane, select System Configuration > SMS Server. 2. Use the check box to select the SMS server you want to delete. 3. Click Delete. SMS settings page field descriptions Use this page to manage the SMS settings. Audit Interval (sec) Maximum Retry Attempts VPMS IP Address SMS Count For Batch Processin g Use to specify the audit interval in seconds. The SMS Manager polls the database after every Audit Interval time for SMS received from POM server. This is also the interval at which SMS Manager polls the database and searches messages in the Sent, Delivered, Failed state, and updates the disposition of the SMS on POM server. The default value is 5 seconds. Use this to specify the maximum number of times the same sms will be sent. By default only one attempt is made to send the SMS. Use this to specify the IP address of the primary VPMS. The alarms and error logs to the LogViewer are sent to the configured VPMS. Use this to specify the number of SMS to be picked up by SMS Manager in one batch after every Audit Interval. The default value is Using Proactive Outreach Manager June 2010

31 Managing SMS settings Save For example, the default value of Audit Interval is 5 seconds and the default value of SMS Count For Batch Processing is 10. This means that SMS Manager will pick 10 SMS every 5 seconds from the database and send it to the SMSC. POM server can send SMS to the SMS Manager at a much faster rate, but the SMSC's may not be capable of processing them at that rate. So, the SMS Manager can be used to control the rate at which the SMS are sent to the SMSC. The speed at which SMS can be sent by each service provider can vary from 2 per second or 10 per second (per connection) or even more. You need to adjust the values of these two parameters to regulate the speed at which SMS are sent to the service provider. Use to make the changes permanent. Do not modify the default values unless required. Restart the SMS server if you modify any values. Managing SMS settings 1. In the left pane, select System Configuration > SMS Servers > SMS Settings. 2. Specify the audit interval in seconds. 3. Specify the maximum retry attempts. 4. Specify the number of days after which you want to purge the data. 5. Specify the VPMS IP address. 6. Specify the number of SMS that will be processed as a single batch. 7. Click Save to make the changes permanent. SMPP connections page field descriptions Use this page to add, modify, and delete Short Message Peer to Peer (SMPP) connections. Using Proactive Outreach Manager June

32 System Configuration Name Enabled A unique identifier for the SMPP connection. Displays the SMPP connection is enabled or not enabled. Actions Click to delete existing SMPP connections. Add Use to add a SMPP connection. Add SMPP connections page field descriptions Use this page to add or edit a SMPP connection. All the below mentioned fields are mandatory. SMPP Connection Information: SMPP Connection Name Host Name/ Host IP Host Port Bind Mode A unique identifier for the SMPP connection. Specify the name or IP address of the service provider or the Short Message Service Center (SMSC). Specify the port number of the service provider or the SMSC. Use the drop-down list to select: Transmitter: If you select this bind mode, you can only send SMS. You cannot get the delivery receipts. Transceiver: If you select this bind mode, you can send SMS and get the delivery receipts. User Name Password Confirm Password Specify the user name provided by the service provider or SMSC. Specify the password provided by the service provider or SMSC. Use to re-enter the password for verification. All the below mentioned fields are optional. 32 Using Proactive Outreach Manager June 2010

33 Add SMPP connections page field descriptions Display Additional Details System Type Interface Version Address Range Address TON Address NPI Use this selection check box to display additional fields. All these fields have default values and are optional. Helps to identify the type of sender to bind as transmitter with the SMSC. The system_type parameter is used to categorize the type of ESME that is binding to the SMSC. For examples Voice Mail System (VMS), and Overthe-air Activation System (OTA). By default the value is NULL. Refer to the SMPP 3.4 specifications for additional details. Indicates the version of the SMPP protocol. POM currently supports version 3.4. Refer to the SMPP 3.4 specifications for additional details. Use to specify a set of SME addresses serviced by the sender. Refer to the SMPP 3.4 specifications for additional details. Use to define the type of number to be used in the SME address parameters. The defined values are : : Unknown : International : National : Network Specific : Subscriber Number : Alphanumeric : Abbreviated Refer to the SMPP 3.4 specifications for additional details. Use to define the Numeric Plan Indicator (NPI) to be used in the SME address parameters. The defined values are: : Unknown : ISDN (E163/E164) : Data (X.121) : Telex (F.69) : Land Mobile (E.212) : National : Private : ERMES : Internet (IP) : WAP Client Id (to be defined by WAP Forum) Refer to the SMPP 3.4 specifications for additional details. Using Proactive Outreach Manager June

34 System Configuration Queue Size SMS Data Encoding SMS Character Encoding From Number Maximum Binds Use TLV Source TON Number Use to specify the maximum number of SMS to be queued in the SMS Manager for a particular SMPP connection, at any given point of time. You can use this value to regulate the speed of sending SMS to SMSC. Every SMSC has different capacities for processing SMS. For example, five SMSes per second, or one SMS per second. For more details on regulating the speed, refer to SMS settings page field descriptions on page 30. Indicates the data coding scheme of the short message. This value depends on the language and the settings required by the service provider. To send normal English messages the default value is 0. To send SMS in other languages like Italian, Russian, Chinese modify this value to 8 ( equivalent of " UCS2 (ISO/IEC-10646) as as per the SMPP specifications for a particular service provider. Modify this value based on your testing results with the service provider. Modifying the value from 0 to something different reduces the number of characters being sent per SMS as more number of bits are required to represent each character in different languages. Refer to the SMPP 3.4 specifications for additional details. Indicates one of the following values (ASCII, Cp1252, ISO8859_1, UnicodeBig, UnicodeBigUnmarked, UnicodeLittle, UnicodeLittleUnmarked, UTF8, UTF-16). This value is used in conjunction with SMS Data Encoding value. Use to specify a default sender value, if the campaign does not provide the sender name or number. Refer to the SMPP 3.4 specifications for additional details. Use to specify the number of simultaneous connections allowed by the SMPP service provider to the same 'Host Name' with the same 'User Name'. The SMS throughput can be increased with multiple connections. Each configured SMS server refers to the same database. You can specify values between 1 to 32. Default value is 1. Example: If you specify a value of four, and you configure two SMS servers, then each SMS server establishes four SMPP connections to the service provider server. So, in all you have eight connections. You can divide the number of connections with the number of servers to obtain the value for Maximum Binds. If set to true along with MESSAGE_SEGMENTATION then UDH (User Data Header) information is sent along with the segmented packets. Modify this parameter if your service provider wants to receive long SMS (for ASCII anything above 160 characters) in small chunks. Refer to SMPP 3.4 specifications for detailed information. Use to define the type of number to be used in the SME address parameter. The defined values are : : Unknown : International 34 Using Proactive Outreach Manager June 2010

35 Add SMPP connections page field descriptions Source NPI Number Destination TON Number Destination NPI Number : National : Network Specific : Subscriber Number : Alphanumeric : Abbreviated Refer to the SMPP 3.4 specifications for additional details. Use to define the Numeric Plan Indicator (NPI) to be used in the SME address parameters. The defined values are: : Unknown : ISDN (E163/E164) : Data (X.121) : Telex (F.69) : Land Mobile (E.212) : National : Private : ERMES : Internet (IP) : WAP Client Id (to be defined by WAP Forum) Refer to the SMPP 3.4 specifications for additional details. Use to define the type of number to be used in the SME address parameter. The defined values are : : Unknown : International : National : Network Specific : Subscriber Number : Alphanumeric : Abbreviated Refer to the SMPP 3.4 specifications for additional details. Use to define the Numeric Plan Indicator (NPI) to be used in the SME address parameters. The defined values are: : Unknown : ISDN (E163/E164) Using Proactive Outreach Manager June

36 System Configuration Keep Alive Interval (sec) Enabled Consecutive Retry Wait Period (min) Consecutive Connection Attempts Consecutive Attempt Interval (sec) Service Type ESM Class : Data (X.121) : Telex (F.69) : Land Mobile (E.212) : National : Private : ERMES : Internet (IP) : WAP Client Id (to be defined by WAP Forum) Refer to the SMPP 3.4 specifications for additional details. Use to specify the interval in which enquire_link protocol data unit (pdu) is sent to the SMSC. Refer to the SMPP 3.4 specifications for additional details. Use to set whether the SMPP connection is enabled or not enabled. Use to specify the wait period after all the consecutive connection attempts (specified in the Consecutive Connection Attempts field ) fail. After this wait period the SMS Manager will retry to connect with the SMSC using value specified in Consecutive Connection Attempts field. You can specify values between 5 to 30. The default value is 5 minutes. Use to specify the number of consecutive attempts to bind to SMSC in case of a connection failure. You can specify values between 1 to 5. The default value is 1. Use to specify the time interval to wait before trying to reconnect. You can specify values between 10 to 180. The default value is 10 seconds. Use to indicate the SMS Application service associated with the message. The generic service types are listed below: (NULL): Default CMT : Cellular Messaging CPT : Cellular Paging VMN : Voice Mail Notification VMA : Voice Mail Alerting WAP : Wireless Application Protocol USSD : Unstructured Supplementary Services Data Refer to the SMPP 3.4 specifications for additional details. Use to indicate special message attributes associated with the short message. 36 Using Proactive Outreach Manager June 2010

37 Add SMPP connections page field descriptions Protocol ID Priority Flag Registered Delivery Validity Period Long SMS Sending Process Save Refer to the SMPP 3.4 specifications for additional details. Can be set as: GSM ANSI-136 (TDMA) IS-95 (CDMA) Refer to the SMPP 3.4 specifications for additional details. Allows the originating SME to assign a priority level to the short message. Four priority levels are supported: 0: Level 0 (lowest) priority 1: Level 1 priority 2: Level 2 priority 3: Level 3 (highest) priority Refer to the SMPP 3.4 specifications for additional details. Use to request an SMSC delivery receipt and/or SME originated acknowledgements. Refer to the SMPP 3.4 specifications for additional details. It can be defined in minutes; ranging from 0 to This is relative value for SMSC. Refer to the SMPP 3.4 specifications for additional details. As per the SMPP specifications you can send a long SMS in one of the following ways: Break them into multiple parts (segmentation) or send them in one shot using the optional parameter MESSAGE_SEGMENTATION Use MESSAGE_PAYLOAD to send all the data in one SMS. Check with your service provider for the ability to send as single SMS or multiple SMS. Use to save the SMPP connection. The values required for various PDU fields can vary depending on the requirements of the SMPP service provider. For convenience of testing and configuration these parameters have been exposed. Ensure that the various values are set right for a particular service provider through SMS testing. The System Type, Interface Version, Address Range, Address TON, Address NPI parameters are used when SMS Manager binds with the SMPP service provider. Do not modify the default values unless explicitly requested by the Service Provider. Using Proactive Outreach Manager June

38 System Configuration Adding SMPP connections 1. In the left pane, select System Configuration > SMS Servers > SMPP Connections. 2. Click Add on the Manage SMPP Connections page. 3. Specify the values for the mandatory fields. 4. Use the Display additional fields selection check box for specifying additional information. You can use the default values for the additional fields. 5. Click Save to save the values and add the SMPP connection. Edit SMPP connection page field descriptions Use this page to edit a SMPP connection. All the below mentioned fields are mandatory. SMPP Connection Information: SMPP Connection Name Host Name/ Host IP Host Port Bind Mode A unique identifier for the SMPP connection. Specify the name or IP address of the service provider or the Short Message Service Center (SMSC). Specify the port number of the service provider or the SMSC. Use the drop-down list to select: 38 Using Proactive Outreach Manager June 2010

39 Edit SMPP connection page field descriptions Transmitter: If you select this bind mode, you can only send SMS. You cannot get the delivery receipts. Transceiver: If you select this bind mode, you can send SMS and get the delivery receipts. User Name Password Confirm Password Specify the user name provided by the service provider or SMSC. Specify the password provided by the service provider or SMSC. Use to re-enter the password for verification. All the below mentioned fields are optional. Display Additional Details System Type Interface Version Address Range Address TON Address NPI Use this selection check box to display additional fields. All these fields have default values and are optional. Helps to identify the type of sender to bind as transmitter with the SMSC. Refer to the SMPP 3.4 specifications for additional details. Indicates the version of the SMPP protocol. POM currently supports version 3.4. Refer to the SMPP 3.4 specifications for additional details. Use to specify a set of SME addresses serviced by the sender. Refer to the SMPP 3.4 specifications for additional details. Use to define the type of number to be used in the SME address parameters. The defined values are : : Unknown : International : National : Network Specific : Subscriber Number : Alphanumeric : Abbreviated Refer to the SMPP 3.4 specifications for additional details. Use to define the Numeric Plan Indicator (NPI) to be used in the SME address parameters. The defined values are: : Unknown : ISDN (E163/E164) : Data (X.121) Using Proactive Outreach Manager June

40 System Configuration Queue Size SMS Data Encoding SMS Character Encoding From Number Maximum Binds Use TLV Source TON Number : Telex (F.69) : Land Mobile (E.212) : National : Private : ERMES : Internet (IP) : WAP Client Id (to be defined by WAP Forum) Refer to the SMPP 3.4 specifications for additional details. Use to specify the maximum number of SMS to be queued in the SMS Manager for a particular SMPP connection, at any given point of time. You can use this value to regulate the speed of sending SMS to SMSC. Every SMSC has different capacities for processing SMS. For example, five SMSes per second, or one SMS per second. Indicates the encoding scheme of the short message. Refer to the SMPP 3.4 specifications for additional details. Indicates one of the following values (ASCII, Cp1252, ISO8859_1, UnicodeBig, UnicodeBigUnmarked, UnicodeLittle, UnicodeLittleUnmarked, UTF8, UTF-16). This value is used in conjunction with SMS Data Encoding value. Use to specify a default sender value, if the campaign does not provide the sender name or number. Refer to the SMPP 3.4 specifications for additional details. Use to specify the number of simultaneous connections allowed by the SMPP service provider to the same 'Host Name' with the same 'User Name'. The SMS throughput can be increased with multiple connections. Each configured SMS server refers to the same database. You can specify values between 1 to 32. Default value is 1. Example: If you specify a value of four, and you configure two SMS servers, then each SMS server establishes four SMPP connections to the service provider server. So, in all you have eight connections. You can divide the number of connections with the number of servers to obtain the value for Maximum Binds. If set to true along with MESSAGE_SEGMENTATION then UDH (User Data Header) information is sent along with the segmented packets. Refer to SMPP 3.4 specifications for detailed information. Use to define the type of number to be used in the SME address parameter. The defined values are : : Unknown : International 40 Using Proactive Outreach Manager June 2010