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Author's profile photo Geetha A R

SMS Workflow Functionality-August 2015 release

Pre requisite

You should have a SMS Provider like Sybase that would actually take care of the Messaging

How to set up SMS workflow (done by the Administrator)

1) Set up the SMS Channel

    1. Enable Messaging in Scoping

Scoping element:  Sales  -> Account and Activity Management -> Activity Management .
Question: Do you want to record messaging activity?

b. Request Gateway Provider (eg Sybase) to give the Endpoint URL for Outbound SMS.

c. Go to Administrator -> Business Flexibility ->  Mashup Web Services .. Create a Mash up web service to integrate to the SMS provider

WS.png

2) Create Workflow Rules: Go to Administrator->Workflow Rules. Set up a Workflow Rule as usual. In the Actions tab, select “Messaging” and the parameters as explained below

/wp-content/uploads/2015/08/workflow_761156.png

3) Testing: Test by triggering the workflow. The mobile number to which the SMS is to be sent is taken from the Mobile number defined in the Employeeconfiguration.

Cheers,

Geetha

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      Author's profile photo Ginger Gatling
      Ginger Gatling

      Thanks, Geetha!!!

      Author's profile photo Former Member
      Former Member

      Hi,

      I want to ask about Authentication method - I need to create some technical user and generate a password for tchem in C4C? If yes, where I can create a technical user?

      regards

      Ewa

      Author's profile photo Geetha A R
      Geetha A R
      Blog Post Author

      Hi Ewa,

      Please go through the Admin Guide to know how to create users in C4C.

      Regards

      Geetha

      Author's profile photo Former Member
      Former Member

      Ok, so one mor question: I should create a business user or service agent for that case? Because as I know, I need to create an employee if I want to have a business user.

      regards

      Ewa

      Author's profile photo Geetha A R
      Geetha A R
      Blog Post Author

      HI Ewa,

      Here I assume, you are talking of the Basic Authentication in the Mash Up Web Service for the SMS Provider.

      Here you would have to provide the User Name and password of the SMS Provider and not of C4C.

      Please have a look at the documentation for Configuring SMS channels

      https://cp.hana.ondemand.com/dps/d/preview/849bfff66c0810148e83eb5b23ec7963/1508/en-US/frameset.html?186d4eb0763d10148ad8f08a3b867087.html

      For SMS Workflow, it is Outbound Channel that needs to be set up, ie. the Mashup Webservice has to be set up.

      For Inbound SMS, like Tickets, the Communication System and Communication Arrangement with the relevant service must be set up. If Basic Authentication is used in the Communication Arrangement, the User is generated.

      Regards

      Geetha

      Author's profile photo swagi chirakkal
      swagi chirakkal

      Hi Geetha,

      For inbound SMS, CTI integration is necessary? As in a telephony system should be in place? Or just a SMS Gateway provider will suffice my requirement of reading the data from an inbound SMS? (Reading of SMS for Lead Generation)