SMS Text Messaging. Click on the chapter titles below to view them: 1: Introduction. 2: Setting Up SMS Text Messaging

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1 10/04/2017 SMS Text Messaging Click on the chapter titles below to view them: 1: Introduction 2: Setting Up SMS Text Messaging 3: Customers Who Do Not Want To Receive Messages 4: Obtaining Mobile Numbers Automatically 5: SMS Standard Wording Maintenance 6: Sending SMS Text Messages 7: Checking The Status Of SMS Messages 8: SMS Message Purge 9: The SMS Message Frame (Keywords) 10: SMS Messages with xstream and InStream Open GI 1

2 Introduction To SMS Messaging 1: Introduction Introduction To SMS Messaging The SMS (Short Message Service) text messaging facility is integrated into your Open GI Back- Office system and allows you to send SMS text messages to clients or prospects in the UK or ROI. The UK service uses the CallStream web service provider, whilst the ROI service uses Webtext. Open GI SMS requires an MLS Server. It is not possible to have both UK and ROI branches for SMS Messaging. The Text Message Sending Process page details how the process works. SMS Texts can be sent using the following methods: on an ad-hoc basis by requesting a message to a client or prospect from the diary or claims diary via batches using Database Enquiry to specify the criteria automatically triggered for policies via enhanced frame calculations (this is part of Scheme Toolkit and needs to be purchased separately). The Benefits This allows you to: Communicate with your whole customer base. For example: to up-sell add-on policies to send out the correct claim number to follow up on renewal invitations sent out by post. to send promotional notifications Refer to the page, The Features of SMS Text Messaging for a list of the full details. The Features of SMS Text Messaging The features include the following: General Features 2

3 SMS Text Messaging It allows you to send SMS text messages to a maximum of 160 characters from the Back- Office diary. Messages can be sent instantly (Urgent) or batch messages can be future dated so that they will not be sent until their due date arrives. Supported for both prospects and live clients. Ability to suspend message processing if problems exist in the SMS Control. Client 'opt out' - by default, it is assumed that all clients that give their mobile number wish to receive text messages. However, clients are able to specify that they do not wish to receive text messages. An SMS Opt Out field on the client and prospect record is used to indicate that the client / prospect does not want to receive text messages. Prioritisation system so that urgent messages are not delayed by less urgent messages (e.g. up selling add-ons or other batch / mass mailings) Units are consumed by SMS messaging whenever a message is sent. SMS Via The Diary and Policy Claims Diary Operators are able to request messages manually through the diary system. The Open GI supplied default calculation (or your own calculation) will populate the number automatically from the first telephone number field on the client or prospect record containing a mobile phone number. You can alter this calculation, if required. SMS via the Diary relies on a valid calculation being in place. It will work with the default calculation from Open GI. However, if this calculation is amended incorrectly, the message will be generated, but the mobile number may not be what you expect. However, with a diary request, you are able to input the mobile number manually if one is not found or amend the mobile phone number to be used. The Request an SMS Message authorisation code on the Password Control Authorisation Codes 5 in Broker Amendment can be used to restrict who can send a text message from the diary. Batch SMS Via Database Enquiry Database Enquiry can be used to select records and send batch or urgent messages to large numbers of clients/prospects that match your broker specific criteria. The calculation supplied by Open GI will be used to automatically obtain a mobile number from the first telephone number field on the client or prospect record containing a mobile phone number. You can alter this calculation, if required. Database Enquiry SMS generation relies on a valid calculation being in place. It will work with the default calculation from Open GI. However, if this calculation is amended incorrectly, the messages will be generated, but the mobile number(s) may not be what you expect. Automatic SMS Via Enhanced Frame Calculations The requesting of text messages can be automated via enhanced frame calculations for policies. 3

4 The Message Sending Process This requires the additional "Create-Diary" Scheme Toolkit functionality which is purchased separately. The Message Sending Process Introduction The diagram below shows how the SMS text message service works: The service works continually whilst the system is available for normal processing. It will only stop in the following instances: Due to the failure limit being reached (the number can be defined in SMS Control). If an authentication error occurs If an unknown error occurs When the service is suspended using the 'Suspend the SMS Service' option in SMS Control. During a system backup as part of the overnight schedule During a network connection as part of the overnight schedule The Two Text SMS Message Types There are two types of SMS Text Messages that can be sent. The priority can be set as "Urgent" or "Batch". These are defined below: Urgent Messages The system gives priority to the sending of any urgent messages. When no urgent messages exist, it will then send any batch messages. 4

5 SMS Text Messaging Urgent messages cannot be set in the future, either by date or time. The following will be displayed if this is done: Warning! Date and Time to be sent cannot be in the future if Priority is Urgent. SMS messages marked as Urgent on creation will be sent to the SMS queue for processing straightaway. Batch Messages The system will process a number of batch messages (20 by default but this can be amended in the SMS Control) and then process any urgent messages. For batch messages, you can enter a specific time and date in the future. The message will not be sent until this time and they will be held in the SMS Message queue. When a message is sent successfully, the date and time sent will be updated on the diary entry. Messages that include a time to be sent will usually be processed ahead of those without, as the processing of batch messages is interrupted at intervals defined in the SMS Control Number of batch messages between urgent message check field to ensure that "Urgent" messages are sent as quickly as possible. If the Time to be sent field is left empty, the message is added to the batch queue for processing at some indeterminate time. This queue is processed by a background task, so it may be some time before any messages can be sent. Usually this is when the system is at its quietest (just after the overnight process has been completed in the early hours of the morning). SMS Text Messaging Online Demonstration The YouTube Open GI demo page contains a short recorded demonstration of SMS Text Messaging. This can be accessed by clicking on the video below: 2: Setting Up SMS Text Messaging Setting Up SMS Text Messaging SMS Messaging can be configured and suspended using SMS Control. You will need the required licence to access SMS Control. 5

6 Setting Up SMS Text Messaging SMS Control To access SMS Control, follow the procedure below: 1. From the Maintenance menu, select the Broker Amendment option. 2. Select the SMS Control option. The following screen is then displayed: 3. Click the Update button (F2) to amend any settings. The following fields and options are available: Branch SMS Control for Branch Displays the branch number you are configuring. General Settings Suspend the SMS service? Enter Yes to suspend the SMS service, or enter No to activate it. Number of batch messages Enter the number of batch messages processed before checking for more urgent messages added to the 6

7 SMS Text Messaging between urgent message check Number of failed messages before suspension queue. Enter the number of failure messages allowed before the service is suspended. If SMS Processing has been Suspended due to an error a system notice is produced with information on the error. If this notice is produced and has not been read, a warning is displayed stating: SMS Processing has been 'Suspended' due to an error. Check System Notices for further details. This warning appears every time the Client/Policy details start screen is accessed. Once the system notice has been read, the warning will no longer appear. The SMS Processing will still remain suspended. Current number of failed messages Use Irish Mobile phone numbers (beginning 08 or +3538)? Displays the number of current messages that have failed to be sent. This field will automatically be set to zero when the process starts or is restarted. It is unaffected when sending a test message. This field is set when licenses are released, and is not amendable. Service Provider Message Originator Enter the message originator up to 11 characters. This will tell the recipient who the text message is from. For the UK, the Message Originator cannot have spaces. For the ROI, the Message Originator permits spaces e.g. Open GI. Timeout Limit in Seconds Enter the time in seconds before the system times out (1-99). Test Messages Send Text Message? Set to Yes to begin the process of sending a test message. It will be sent when the OK button is pressed. Test Message Number Enter the mobile number to send the test message to. 7

8 Customers Who Do Not Want to Receive Messages Enter up to 16 characters. 4. Press the OK button (RETURN) to save any amendments or click the Cancel button (ESC ESC) to quit without saving. Licensing And Units SMS Text Messaging requires a licence and units are needed to send any SMS messages via the CallStream (UK) or Webtext (ROI) web services. Contact your Open GI Account Manager regarding these. The following is displayed if you do not have the required licence: Both server wide and branch specific licenses are available. 3: Customers Who Do Not Want to Receive Messages Customers Who Do Not Want to Receive Messages The system has a Client 'opt out' feature which enables you to specify that certain customers do not wish to receive text messages. This allows you to easily manage your contact base via unsubscribe requests. Text messages will not be sent if the Client or Prospect record indicates that the customer does not want to receive any text messages. If messages are requested manually from the diary, a warning message will be displayed. If you choose to continue, a diary entry will be created but a text message will still not be sent. 8

9 SMS Text Messaging Indicate Client Does Not Want to Receive Messages The five default Open GI Client Master screens exist for immediate use and include the SMS Opt Out field. If you are using other Client Master formats, you will need to add in the SMS Opt Out field. For Core Back-Office, this is the field BCM.NoSMS, as highlighted below: The screenshot above shows the SMS Opt Out field is set to Yes - therefore the customer will not receive any text messages. Text messages will not be sent (regardless of the method of requesting them) if the record indicates that the customer does not want to receive any text messages. If an SMS is requested manually from the diary and the SMS Opt Out field is set to Yes on the client record, the following warning message is displayed: Abandon the process by clicking No or continue by clicking the Yes button. If you choose to continue, the system will only create a diary entry. An SMS Text message will not be sent. 9

10 Indicate Prospect Does Not Want to Receive Messages Indicate Prospect Does Not Want to Receive Messages The Prospect screen (DPRX) and Prospect Client screen (DPRC) contain the SMS Opt Out field. If you are using other Prospect Master formats, you will need to add in the SMS Opt Out field. For Prospects, this is the field DP0.NoSMS, as highlighted below: The screenshot above shows the SMS Opt Out field is set to Yes - therefore the customer will not receive any text messages. Text messages will not be sent (regardless of the method of requesting them) if the record indicates that the customer does not want to receive any text messages. If an SMS is requested manually from the diary and the SMS Opt Out field is set to Yes on the prospect record, the following warning message is displayed: 10

11 SMS Text Messaging Abandon the process by clicking No or continue by clicking the Yes button. If you choose to continue, the system will only create a diary entry. An SMS Text message will not be sent. 4: Obtaining Mobile Numbers Automatically Obtaining Mobile Numbers Automatically The mobile number to which a message will be sent is held on the SMS frame. This can be entered manually when requesting a SMS Message from the diary, or the Open GI supplied default calculation (or your own calculation) will populate it automatically if a number is found on the client or prospect record. Using A Calculation To Populate Automatically The SMS frame will be created when a diary entry is requested, and the telephone number can then populate the diary request when a message is created by an operator, or be applied to the diary entry when requested via Database Enquiry. Accessing The Open GI "SMS Create" Calculation A default standard calculation is released with the Prospect and Core Back-Office software. This will use the first mobile phone number found in any telephone field. Prospect You can access/amend this calculation as follows in Prospects: 1. From the Prospect menu, select the 'Frame Calculations' option. 2. Select the 'Create/Amend Calculation' option. 3. Enter "SMS" in the Name of frame to be amended field. 4. Press RETURN. 5. Enter "Create" in the Calculation type field. 11

12 Use First Mobile Number Found In Any Telephone Field 6. Press RETURN. 7. The example calculation, "Use First Mobile Number Found In Any Telephone Field" is displayed. 8. Amend the calculation, if required, and press ESC 7 to save, otherwise press ESC ESC to exit without saving. Core Back-Office You can access/amend this calculation as follows in Core Back-Office: 1. From the Maintenance menu, select the 'Frame Maintenance/Conversion' option. 2. Select the 'Frame Module Maintenance' option 3. Select the 'Calculations' option. 4. Select the 'Create/Amend Calculation' option. 5. Enter "SMS" in the Name of frame to be amended field. 6. Press RETURN. 7. Enter "Create" in the Calculation type field. 8. Press RETURN. 9. The example calculation, "Use First Mobile Number Found In Any Telephone Field" is displayed. 10. Amend the calculation, if required, and press ESC 7 to save, otherwise press ESC ESC to exit without saving. Use First Mobile Number Found In Any Telephone Field A calculation is required to retrieve a mobile number from whichever phone number field is predominantly used on the client/prospect record. The default UK and ROI Open GI calculations below for Prospect and Core Back-Office use the first mobile phone number found in any of the telephone fields on the client or prospect record. The calculations examine the field in SMS Control (BSM.IrishMobile) so that it works in both the UK and ROI. The default calculations below are used automatically. You can add your own calculation or amend these if required. 12

13 SMS Text Messaging Prospect "SMS Create" Calculation Core Back-Office "SMS Create" Calculation 13

14 SMS Standard Wording Maintenance 5: SMS Standard Wording Maintenance SMS Standard Wording Maintenance This option allows you to set up and amend Standard Wording which can then be selected for use on the SMS Frame. These wordings are setup per branch. Standard Wordings Can Be Used : When Sending Text Messages From The Diary When sending Text Messages via Database Enquiry 14

15 SMS Text Messaging The 'Generate SMS Messages' option in Database Enquiry incorporates Standard Wording processing with optional keywords. (SMS Messaging Guide) Open GI Accessing SMS Standard Wording Maintenance To access SMS Standard Wording Maintenance, follow the procedure below: 1. From the Maintenance menu, select the Broker Configuration option. 2. Select the SMS Standard Wording Maintenance option. The following screen is then displayed: 3. Choose one of the following options: Amend SMS Standard Wordings Transfer SMS Wordings (SMS Messaging Guide) Open GI Amend SMS Standard Wordings This allows you to create or amend SMS Standard Wordings. When the 'Amend SMS Standard Wordings' option is selected, the following window is displayed: 15

16 Find SMS Standard Wordings From here you can perform the following tasks: Find Add Update Print - this brings up the printer prompt (SMS Messaging Guide) Open GI Find SMS Standard Wordings In the Code field, enter the shortcode and then click the Find button. 16

17 SMS Text Messaging (SMS Messaging Guide) Open GI Add SMS Standard Wordings To add new standard wordings follow the process below: 1. Click the Add button. The Amend SMS Standard Wordings window is displayed, in Add mode as shown below: Code Enter a new shortcode. Status Displays "Active". Description Enter up to 60 characters. Wording The space the fields give you to type text and fieldnames into is in 4 rows of 60 characters (240 characters) though only 160 characters are allowed when counting the max length of the fields. This is to allow for the inclusion of keywords which may be longer than the text values that they hold for any particular Client/Policy reference. For example, the text [BTX.Dt.raised] is, at 15 characters, longer than the 10 character date field it refers to. Messages are limited to 160 characters as some mobile phones cannot handle longer messages. If you exceed this, a message will be displayed, as 17

18 Add SMS Standard Wordings shown in the example below: You can also enter keywords in these lines. Anything in square brackets [] or angled brackets <> will be treated as a keyword. 2. Click the OK button (RETURN) to save the new SMS standard wording entry. When the OK button is pressed, any keywords added will be checked. If any keyword is invalid then an error message will be generated, detailing the first invalid keyword: 3. Click the OK button (RETURN). You will then be returned to the start of the line containing the invalid keyword in update mode. Keyword validation will also report unbalanced brackets on a line. None of the 4 characters [ ] < > should be used in the message text except to surround keywords. When validating the Message text, square brackets [] will automatically be replaced by angled brackets <>. This is to avoid padding the fields with spaces to the maximum field length, which would place large unwanted gaps of spaces within the message. SMS Standard Wordings with Keywords will be available in both the Core Back-Office Claims Diary and the Prospect Diary. (SMS Messaging Guide) Open GI 18

19 SMS Text Messaging Update SMS Standard Wordings You can update an existing Standard Wordings by pressing the Update button. You will also be in update mode, if any invalid keywords are found in the four Wording lines. (SMS Messaging Guide) Open GI Entering Keywords You can also enter keywords in the four Wording lines. In Standard Wording Maintenance only a limited number of types of keywords will be permitted. When creating an SMS Message on the Client/Policy, Core Back-Office Claims or Prospects, only a subset of this list of keyword types will be permitted: 19

20 Transfer SMS Wordings Core Back-Office Client/Policy Core Back-Office Claims Prospect BCM (Client) BCM P.CM (Prospect) BPY (Policy) BPY P.PY (Prospect Policy) BBR (Broker Amendment) BBR DPC (Prospect Control) BCL BBR (Broker Amendment) BCH WUCL (for Claimstracker) Note that Frame Keywords are not allowed. In Standard Wording Maintenance, fields may be used from any one column of the above table, but no single Standard Wordings may contain both Core Back-Office-only Keywords and Prospect - only keywords (e.g. BPY and P.PY). (SMS Messaging Guide) Open GI Transfer SMS Wordings SMS Standard Wordings are branch-specific, but can be transferred from one branch to another selecting the 'Transfer SMS Wordings' option. To access SMS Standard Wording Maintenance, follow the procedure below: 1. From the Maintenance menu, select the Broker Configuration option. 2. Select the Transfer SMS Wordings option. The following screen is then displayed: 20

21 SMS Text Messaging Transfer to branch This will allow Standard wordings to be transferred to other branches. Override Matching Items Select "Yes" to override any matching items found, otherwise enter "No". 3. Click the OK button (RETURN). (SMS Messaging Guide) Open GI 6: Sending SMS Text Messages Sending SMS Text Messages SMS Text messages can be sent: From the Diary and Policy Claims Diary manually Via Enhanced Frame Calculations (this uses "Create-Diary" which is part of Scheme Toolkit and needs to be purchased separately) Via Database Enquiry using frame calculations Via A Test Message (to check that the service is working) Text messages will not be sent if the Client or Prospect record indicates that they do not want to receive SMS messages. Refer to Chapter 3: Customers Who Do Not Want to Receive Messages. Sending Text Messages From The Diary You can send SMS Text messages from the: Client and Policy Diary levels in Core Back-Office Prospect and Policy Diary levels in Prospect The Request an SMS Message authorisation code on the Password Control Authorisation Codes 5 in Broker Amendment can be used to restrict who can send a text message from the diary. Messages will not be sent if the Client or Prospect record indicates that they do not want to receive text messages. A warning message will be displayed. Refer to Chapter 3: Customers Who Do Not Want to Receive Messages for further information. Request a diary SMS message using the following procedure: 21

22 Sending Text Messages From The Diary 1. From either the: Core Back-Office Client or Policy level, select Client Diary (ESC J) or Policy Diary buttons (ESC J) Prospect or Policy level, select Prospect Diary (ESC J) or Policy Diary buttons (ESC J). 2. Select the Diary button (ESC Q). 3. Select the Request option. 4. Select the SMS Message option as shown below: The following SMS Message Frame is displayed: The example screen above is from the Core Back-Office Diary Entry. The details in the Diary entry that are not standard diary entry fields will be stored on the SMS Frame. 22

23 SMS Text Messaging From This default to Broker. To Defaults to Client. Mobile SMS via the Diary relies on a valid calculation being in place. It will work with the default calculation from Open GI. However, if this calculation is amended incorrectly, the message will be generated, but the mobile number may not be what you expect. However, with a diary request, you are able to input the mobile number manually if one is not found or amend the mobile phone number to be used. You can enter up to 15 characters for the mobile number. A space is allowed in a mobile phone number. For example, is a valid alternative to , so the SMS message will work with or without a space in the mobile number. International Dialling Codes (apart from the Broker s own national dialling code) are not permitted. In the UK, numbers may only begin in one of 3 ways: In the ROI, numbers may only begin in one of 3 ways: This is validated on the SMS Frame in the Back Office before attempting to send the SMS Message. Date to be sent Defaults to the current system date. For batch messages, you can enter a date which can be in the future. Click on the drop-down list icon to display the calendar: 23

24 Sending Text Messages From The Diary A date to be sent can be selected from this calendar. Urgent messages cannot be set in the future, either by date or time. A warning message is displayed if this is done. Time to be sent This is left blank by default. For batch messages, you can enter a specific time and date in the future. The message will not be sent until this time. Batch messages that include a time to be sent will usually be processed ahead of those without (left blank), as the processing of batch messages is interrupted at intervals defined in the SMS Control Number of batch messages between urgent message check field to ensure that "Urgent" messages are sent as quickly as possible. If the Time to be sent field is left empty, the message is added to the batch queue for processing at some indeterminate time. This queue is processed by a background task, so it may be some time before any messages can be sent. Usually this is when the system is at its quietest (just after the overnight process has been completed in the early hours of the morning). Urgent messages cannot be set in the future, either by date or time. A warning message is displayed if this has been done. SMS messages marked as Urgent on creation will be sent to the SMS queue for processing straightaway. Reply due days This is left blank by default. You can enter the number of days from 0 to 99. Date Sent The date sent will be recorded when the message is sent successfully. Time Sent The time sent will be recorded when the message is sent 24

25 SMS Text Messaging successfully. Executive Select an executive from the button (F1 in Winlink) which displays a list of executives for selection. Reply Status Click on the drop-down list icon (F1 in Winlink) to select the required reply status. Priority Click on the drop-down list icon (F1 in Winlink) to select from: Batch Urgent SMS Status One of the following status will be displayed: Blank - SMS message is waiting to be sent Sent - SMS message has been successfully sent Not Sent - Client wants no SMS messages Failed - Message did not get sent because there was a problem Message Text Enter the body of the SMS text message to be sent. The space the fields give you to type text and fieldnames into is in fact 4 rows of 60 characters (240 characters) though only 160 chars are allowed when counting the max length of the fields. Messages are limited to 160 characters as some mobile phones cannot handle longer messages. The Euro symbol ( ) is supported in SMS Messages for the ROI only. This is to allow for the inclusion of keywords which may be longer than the text values that they hold for any particular Client/Policy reference. For example, the text [BTX.Dt.raised] is, at 15 characters, longer than the 10 character date field that it refers to. If you exceed this, a message will be displayed, as shown in the example below: 25

26 Sending Text Messages From The Diary Keywords You can also enter keywords in these lines or select some predefined standard wording by clicking on the button (F1). Below are the keyword types that are allowed: Core Back-Office Client/Policy Core Back-Office Claims Prospect BCM (Client) BCM P.CM (Prospect) BPY (Policy) BPY P.PY (Prospect Policy) BBR (Broker Amendment) BBR DPC (Prospect Control) BCL BBR (Broker Amendment) BCH WUCL (for Claimstracker) Entering a valid short code on any of the SMS Message fields will also copy in any pre-defined wording and keywords. A list of any standard wordings you have sent up is available for selection: 26

27 SMS Text Messaging When one is selected, it will be copied into the four message text lines. Reason for Failure The following reasons for failure can be displayed after the message has attempted to be sent: No units Communications failure No Mobile Phone Number on SMS Frame SMS Frame does not contain a Valid Mobile Number. 5. Click the OK button. The SMS Message text may now contain keywords. When the OK button (RETURN) is pressed on an SMS Message containing keywords, the keywords are evaluated for the current Client, Policy or Claims Reference and then expanded and displayed in the text message fields. 6. Press the OK button again (RETURN) to send the SMS Message. 27

28 Send Text Messages From Policy Claims Diary Send Text Messages From Policy Claims Diary This enhanced diary in Core Back-Office is for use with the claims on the policy level. To access the claims diary: 1. Press F10 from the Policy Details screen. The Diary screen is displayed. 2. Press ESC Q or ESC W to view the Diary sub menu. This menu provides the same functions as described in The Diary System chapter in the Core Back-Office Guide (Part 1), with the exception of the View option. 3. Select the View option to display the following options, as shown below: Policy Only Claim Only Claim and Policy All Claim All Claim and Policy 4. You can now request a SMS Message in the same way as you would from the Diary. Refer to the Sending Text Messages From The Diary page and follow the process from step 2 onwards. Requesting SMS Text Messages via Enhanced Frame Calculations The CREATE-DIARY (WRITE-DIARY) functionality is part of Scheme Toolkit and needs to be purchased separately. Refer to the Create Diary Entries and Print Documents section in the Scheme Toolkit guide for further information on WRITE-DIARY. This only applies to policies. The enhanced calculation function for SMS messages is called INIT-SMS. Example: INIT-SMS [YCT.D.Mobile] is [SMS.Mobile] 28

29 SMS Text Messaging [YCT.D.Datetobesent] is [SMS.Date2bsent] WRITE-DIARY The WRITE-DIARY command will cause the diary to be created and the message put in to the SMS message queue. The diary entry will be written against the current policy defined in BPY.Refno. YCT Fields The following YCT fields enable values to be defined in enhanced frame calculations: Name Default Note D.Executive Policy Executive Same as for other types of diary created via calculations D.From Broker D.To Client D.Mobile Blank Will behave as defined in SMS frame calculations D.Replydue Blank D.Datetobesent Today D.Timetobesent Blank D.Priority Batch D.SMSText1 Blank D.SMSText2 Blank D.SMSText3 Blank The values defined as default above will be set by the INIT-SMS statement. Values can be amended by the use of the YCT fields in calculations. For example, if the message was not to be sent before 9pm on 1 st August 2011, the calculation lines, before WRITE-DIARY would be: 29

30 Requesting Messages via Database Enquiry INIT-SMS <statement> [YCT.D. Datetobesent] IS 01/08/2011 [YCT.D.Timetobesent] IS 21:00 <statement> WRITE-DIARY Requesting Messages via Database Enquiry Requesting Messages via Database Enquiry This section details the following: SMS Messaging and Database Enquiry How To Request Messages via Database Enquiry SMS Messaging via Database Enquiry You will need a licence to generate SMS messages via Database Enquiry. You can request messages through Database Enquiry by searching for the clients/policies that match your criteria. The telephone number to which the message will be sent is derived from the default Open GI calculation that automatically populates the mobile number. Database Enquiry SMS generation relies on a valid calculation being in place. It will work with the default calculation from Open GI. However, if this calculation is amended incorrectly, the messages will be generated, but the mobile number(s) may not be what you expect. The database enquiry option will: Create diary entries Post the message to the SMS messages queue (if the client has not indicated that no SMS messages are to be sent). 30

31 SMS Text Messaging Core Back-Office Database Enquiry The Database Enquiry facility (DBE) allows you to search the Core Back-Office database for records which match specified criteria. You can then use this information to send SMS Text Messages. Refer to the How To Request Messages via Database Enquiry page for details on using Database Enquiry with SMS Messaging. Prospect Database Enquiry This option is used to manage the prospect records on the system. You can then use this information to send SMS Text Messages. It is identical in function to the Database Management facility in Core Back-Office. However, when querying, searching and generating letters it uses keywords specific to Prospect. See the chapter entitled Prospect Keywords for a list of Prospect keywords. Refer to the How To Request Messages via Database Enquiry page for details on using Database Enquiry with SMS Messaging. For additional information on how to use Database Enquiry, please refer to the Database Enquiry chapter in the Core Back-Office Guide (Part 2). Request Messages via Database Enquiry To create messages through Database Enquiry, follow the procedure below: 1. Database Enquiry can be accessed form Core Back-Office or Prospect: For Core Back-Office - from the Correspondence/Diary/Insurer Accounts menu, select the Database Enquiry option. For Prospect - from the Prospect menu, select the Database Enquiry option. 2. Select the Administration option. 3. Select the Make new selection option or select an existing set of parameters. 4. Once the criteria has been selected (refer to the Database Enquiry section in the Core Back-Office Guide Part 2), the following list of options is displayed: 31

32 Request Messages via Database Enquiry 5. Select the Generate SMS Messages option. The following screen is displayed: The line at the bottom of the screen indicates how many SMS messages will be generated - the screenshot above shows that 3 SMS Messages will be generated. 32

33 SMS Text Messaging From Defaults to "Broker". To Defaults to "Client". Date to be sent Defaults to the current system date. For batch messages you can enter a date which can be in the future. Click on the drop-down list icon to display the calendar: A date to be sent can then be selected from this calendar. Urgent messages cannot be set in the future, either by date or time. A warning message is displayed if this is done. Time to be sent This is left blank by default. For batch messages, you can enter a specific time and date in the future. The message will not be sent until this time. Batch messages that include a time to be sent will usually be processed ahead of those without (left blank), as the processing of batch messages is interrupted at intervals defined in the SMS Control Number of batch messages between urgent message check field to ensure that "Urgent" messages are sent as quickly as possible. If the Time to be sent field is left empty, the message is added to the batch queue for processing at some indeterminate time. This queue is processed by a background task, so it may be some time before any messages can be sent. Usually this is when the system is at its quietest (just after the overnight process has been 33

34 Request Messages via Database Enquiry completed in the early hours of the morning). Urgent messages cannot be set in the future, either by date or time. A warning message is displayed if this has been done. SMS messages marked as Urgent on creation will be sent to the SMS queue for processing straightaway. Reply due days This is left blank by default. You can enter the number of days from 0 to 99. Executive Select an executive from the button (F1 in Winlink) which displays a list of executives for selection. Reply Status Click on the drop-down list icon (F1 in Winlink) to select the required reply status. Priority The default is Batch. You can change this to Urgent if required. Refer to The Message Sending Process page for details on "Batch" and "Urgent" messages. Message text Enter the body of the SMS text message to be sent. The space the fields give you to type text and fieldnames into is in fact 4 rows of 60 characters (240 characters) though only 160 chars are allowed when counting the max length of the fields. Messages are limited to 160 characters as some mobile phones cannot handle longer messages. The Euro symbol ( ) is supported in SMS Messages for the ROI only. This is to allow for the inclusion of keywords which may be longer than the text values that they hold for any particular Client/Policy reference. For example, the text [BTX.Dt.raised] is, at 15 characters, longer than the 10 character date field it refers to. If you exceed this, a message will be displayed, as shown in the example below: 34

35 SMS Text Messaging You can also enter keywords in these lines or select some pre-defined standard wording by clicking on the button. A list of any standard wordings is available for selection: When one is selected, it will be copied into the four message text lines Preview Messages This allows you to preview the message text for each message generated, after any keywords have been expanded for the current Client/Policy Reference. The setting is ignored if the message text did not originally contain any keywords. Fixed text in the Message Text does not need to be previewed for each Client/Policy Reference. If set to "Yes", the contents of the Message Text will be updated for each Client/Policy reference. The Message text can then be amended before the SMS Message is generated for the current reference. If set to "No", this stops further previews occurring. All further SMS Messages will be generated quietly. No other fields will be amendable once the form is initially completed. For example, different Client/Policy references cannot be given different executives or the messages sent at different times or dates. When previewing an SMS Message, if the Cancel button (F3) is pressed then no further SMS Messages will be generated. Keywords Entered 35

36 Re-Sending Failed Messages Keywords Expanded With Preview 6. Press the OK button (RETURN) and diary entries will be created. Batch Messages will be posted to the SMS message queue (except for clients or prospects whose record indicates that they do not want to receive text messages). Refer to Chapter 3: Customers Who Do Not Want to Receive Messages. The diary entries will indicate either a successful request, (Status = Empty (ie waiting)) or message not sent (Status = Not Sent). Re-Sending Failed Messages Messages cannot be re-sent. If a message needs to be sent again, it must be created again from scratch, either from the Diary creation, or through Database Enquiry. Viewing A Message (Enquire) SMS Messages have an Enquire mode, which relates to the following options in Broker Configuration: Diary Amend on the Password Control - Authorisation Codes 5 page Diary Enquire/Amend default on the Other 1 page. 36

37 SMS Text Messaging SMS Messages behave in the same way as other diary types to these options. SMS Messages can also be viewed in "Enquire" mode when they are on the queue, but they cannot be amended. A warning message is displayed as shown below: Cancelling A Message A message can be cancelled, if not already sent, by deleting the entry from the relevant Client, Prospect or Policy Diary. Use the following procedure: 1. From either the: Core Back-Office Client or Policy level, select Client Diary (ESC J) or Policy Diary buttons (ESC J). Prospect or Policy level, select Prospect Diary (ESC J) or Policy Diary buttons (ESC J) 2. Select the Diary button (ESC Q). 3. Select the Delete Item option. The Delete a Diary Note window is displayed, as shown below: 37

38 Cancelling A Message 4. Select the required SMS diary note to delete. The following is then displayed: 5. Click the Yes button to delete and remove from the list, otherwise click No. Deleting an SMS entry from the Diary will also cause it to be removed from the SMS message queue if it exists. SMS Purge An SMS Purge can also be done if a batch of messages needs to be removed from Prospect or Core Back-Office. Running an SMS Purge will also remove any relevant entries waiting to be sent from the SMS message queue if they exist there as well. 38

39 SMS Text Messaging The Test Message Function This functionality can be used after SMS has be installed for the first time or if you are having problems. It allows you to send a test SMS text message to check that everything is working. A test message can still be sent even if the process remains suspended in SMS Control. Sending a test message still uses up a unit. To do this, follow the procedure below: 1. From the Maintenance menu, select the Broker Amendment option. 2. Select the SMS Control option. The SMS Control screen is displayed: 3. Click the Update button (F2). 4. At the bottom of the screen, set the 'Send Test Message?' option to Yes, as shown below: 39

40 The Test Message Function 5. Enter a valid mobile number in the Test Message Number field. 6. Click the OK button (RETURN). As this is not related to any client or prospect, no diary entry will be created. Once the message has been sent, the Send Test Message? field is set back to No. Whilst being sent, the status at the top of the screen will read: Status: Sending Test SMS Message" This is shown in the example screen below: The response back will be either: The following if successful: Or if it s failed: 40

41 SMS Text Messaging If successful, the following text is sent to the test message mobile number you entered in the Test Message Number field: This is a test message from Open GI SMS messaging This is shown in the screenshot below: The sender will be whatever is set in the Message Originator field in the SMS Control in this instance it is OpenGI. 7: Checking The Status Of SMS Messages Checking The Status Of Messages You can check the status of SMS messages (Sent, Not Sent, Failed) by: Viewing The Status On The SMS Message Frame attached to the selected client, prospect or policy Checking System Notices For Failures (a system notice is generated for each failed message) Running A Database Enquiry report to highlight messages that have failed or been successfully sent. 41

42 Viewing Message Status On SMS Message Frame Viewing Message Status On SMS Message Frame You can check the status of SMS messages sent to a particular client, prospect or policy by viewing the status on the SMS Message Frame. The following message is displayed if Enquire/Amend is selected: To view the status of messages that have tried to be sent, follow the procedure below: 1. From either the: Core Back-Office Client or Policy level, select Client Diary (ESC J) or Policy Diary buttons (ESC J). Prospect or Policy level, select Prospect Diary (ESC J) or Policy Diary buttons (ESC J) 2. A list of any attached SMS Frames is displayed - the latest are shown at the top of the list: 3. Double click or right click (RETURN) on the required SMS Diary item. 4. Select the Enquire/Amend option. The SMS Frame is displayed: 42

43 SMS Text Messaging The example above shows a Sent status. This is displayed in the SMS Status field. The SMS Status field indicates one of the following status: Sent - SMS message has been successfully sent Not Sent - Client wants no SMS messages Failed - Message did not get sent because there was a problem The example below shows a Failed status (in this case no mobile number is entered on the SMS Frame). This is displayed in the SMS Status field: 43

44 Checking System Notices For Failures Checking System Notices For Failures A system notice is generated for each failed SMS text message. To access your system notices, follow the procedure below: 1. From the System Control menu (ESC 1), select the 'System Notices' option. 2. Select either: Select new notices - notices for new failures only (amongst other new system notices) Select all notices - all system notices Select notices by name - match notices by name 44

45 SMS Text Messaging 3. Select a system notice and further details of the failures are displayed, along with the client or prospect reference and the branch number: The Subject line for an SMS error is "SMS Message Send Failure". 45

46 Use Database Enquiry To Find Message Status Each failed message here has five lines of information, as shown below: This details the Client/Policy Ref, branch number, the text message that was to be sent and the reason for failure. Use Database Enquiry To Find Message Status You can search for the SMS Message status using Database Enquiry and the SMS.Smsstatus keyword. Refer to the How To Request Messages via Database Enquiry page for details on using Database Enquiry with SMS Messaging. 46

47 SMS Text Messaging An example is shown below, which would find clients with failed SMS messages: For additional information on how to use Database Enquiry, please refer to the Database Enquiry chapter in the Core Back-Office Guide (Part 2). 8: SMS Message Purge SMS Message Purge The following chapter details the SMS Message Purge options for both: Core Back-Office Prospect Core Back-Office SMS Message Purge To perform a Core Back-Office SMS Message Purge, follow the procedure below: 47

48 Core Back-Office SMS Message Purge 1. From the Maintenance menu, select the Record Purge option. The following Record Purge menu is displayed: 2. Select the SMS Message Purge option. The following screen is displayed: 3. Complete the following fields: Delete from Due to be Sent date Click on the drop-down list date from the calendar. and select a from Up to Click on the drop-down list and select an up to date from the calendar. Terminated Policies Only Select Yes to delete diary entries from terminated policies only i.e. lapsed, cancelled or transferred, or No to delete all entries whether terminated or not. Print Select Yes or No to print. Entering Yes will display the printer prompt. 48

49 SMS Text Messaging 4. Click the OK button (RETURN) to purge and/or print. A message will display the number of records that have been deleted: SMS Message Purge Print An example of a Core Back-Office SMS Message Purge print is shown below: Prospect SMS Message Purge To perform an SMS Message Purge, follow the procedure below: 1. From the Prospect menu, select the Record Purge option. The following Record Purge menu is displayed: 49

50 Prospect SMS Message Purge 2. Select the SMS Message Purge option. The following screen is displayed: 3. Complete the following fields: Delete from Due to be Sent date Click on the drop-down list date from the calendar. and select a from Up to Click on the drop-down list and select an up to date from the calendar. Terminated Policies Only Select Yes to delete diary entries from terminated policies only i.e. lapsed, cancelled or transferred, or No to delete all entries whether terminated or not. Print Select Yes or No to print. Entering Yes will display the printer prompt. 4. Click the OK button (RETURN) to purge and/or print. A message will display the number of records that have been deleted: 50

51 SMS Text Messaging SMS Message Purge Print An example of a Prospect SMS Message Purge print is shown below: 9: The SMS Message Frame (Keywords) 51

52 The SMS Message Frame (Keywords) The SMS Message Frame (Keywords) The mobile number to which a message will be sent is held on the SMS frame. The SMS Message frame in use is shown below: The SMS Frame below shows the associated keywords. These can be used in documents, frame calculations and in Database Enquiry. 52

53 SMS Text Messaging Keywords SMS.From SMS.To SMS.Mobile SMS.Date2besent SMS.Time2besent SMS.Replydue SMS.Datesent SMS.Timesent SMS.Exec SMS.Replystatus SMS.Priority SMS.Smsstatus SMS.Messagetext1 SMS.Messagetext2 53

54 SMS Messaging with xstream and InStream SMS.Messagetext3 SMS.Messagetext4 SMS.Reasonforfail1 SMS.Reasonforfail2 SMS.Reasonforfail3 10: SMS Messaging with xstream and InStream SMS Messaging with xstream and InStream SMS Text Messaging can be used with xstream and InStream, as detailed below. Using SMS Messaging With xstream You will need to include enhanced frame calculations as defined in Requesting A Message via Enhanced Frame Calculations within the XML scripts. This CREATE-DIARY functionality is part of Scheme Toolkit and needs to be purchased separately. Refer to the Create Diary Entries and Print Documents section in the Scheme Toolkit guide for further information on WRITE-DIARY. Using SMS Messaging With InStream InStream nodes can be specified with <APMCLIENT> or <APMPOL> nodes (or both). It comprises of the following nodes: <SMS> <From> Broker</From> ) See Note 1 <To>Client</To> ) See Note 1 <Exec>0001</Exec> <Mobile> </Mobile> ; See Note 2 <Replydue>999</replydue> <Date2beSent>dd/mm/yyyy</Date2beSent> <Time2beSent>99:99</Time2beSent> <ReplyStatus>xxxxxxxxxxxxxx</ReplyStatus> 54

55 SMS Text Messaging Notes : <Priority> xxxxx</priority > ; See Note 3 <MessageText1>xxxx 60 chars xxxx</messagetext1> ) <MessageText2>xxxx 60 chars xxxx</messagetext2> ) See Note 4 <MessageText3>xxxx 60 chars xxxx</messagetext3> ) <MessageText4>xxxx 60 chars xxxx</messagetext4> ) </SMS> Note 1: <From> and <To> nodes can use abbreviations: c for Client ; u for Us and i for Insurer. Upper or Lower case may be used for the abbreviations. This is the same behaviour as for creating an Event in Core-Back Office or Prospect. If these fields are blank then <From> will default to Broker and <To> will default to Client, the same defaults as when creating SMS Messages in the Back Office. Note 2: <Mobile> if omitted will be set by the SMS frame calculation Note 3: <Priority> if not specified ("Batch" or "Urgent") will default to "Batch". Note 4: <MessageText1-4> fields must be limited to 160 characters in total, and each individual field must be no more than 60 characters. Anything above that will generate an error. They may contain Prospect Client and Policy Keywords (refer to the SMS Standard Wording Maintenance page). All SMS nodes are validated before any SMS Message is created. If one SMS node contains invalid data, the error is reported back in the response XML, and no SMS Messages are created or transmitted. When SMS nodes are validated the line number reported is the last line of the input of the XML, not the line number containing the error. However the error message should give enough information to find the error in the XML. The exception to this is when validating executives, this reports the correct line containing an invalid executive. Executives that are not set up as Active in the Back-Office will be accepted for the SMS Import, as long the executive exists in the 'Executive Amendment' option in the Core-Back Office Maintenance menu. (SMS Messaging Guide) Open GI 55