The Customer Service SMS module offers a possibility to send and receive SMS messages.
In order to activate this function you need:
- An agreement with an SMS service provider. At the moment those are: PsWinCom or Carrot Comm. (Please contact your SuperOffice sales representative for more information)
- License for the add-on "Customer Service SMS module" (Please contact your SuperOffice sales representative for more information)
Provided that the passcode is available, the customer can send SMS messages, and reply to the requests in the Customer Service client, in the same way that you can do via e-mail.
The system will also be able to send notification messages to the request handler about the assignment of cases and potentially about Service Level Agreements (SLAs) that are about to be breached.
You will also need this module if the eMarketing module of Customer Service is to be used for mass distributions of SMS.
In the tab SMS in the System menu, you will find the following alternatives to configure the SMS solutions in AIM Server:
- SMS provider: In this list you can choose the SMS service provider you have an agreement with in order to send SMS from the AIM Server.
- SMS endpoint: This field needs to contain the code which will make the AIM server recognize an incoming SMS.
- Default country code: Here you need to fill in the standard country code for the country you are in, e.g. +47 for Norway. This country code is used for the mobile telephony. It is used for outgoing SMS, e.g. when you are not inserting the country code of the telephone number. It is also used for incoming SMS, so that SuperOffice Customer Service can recognize the customer.
At the Configuration field you will find the tab for Service Providers of SMS as a web-service.
In the tab Carrot Commommunication you specify the following information:
- Use web service: If you tick here, SMS will be send through a web service instead of via e-mail. This is the preferred method as it has more functionalities. This requires that a possible firewall accepts outgoing traffic against the SMS gateway.
- Delivery Receipts: If you tick this option, Delivery Receipts are supported for SMS in the AIM Server. This means that you have the possibility to see if an SMS has been delivered to the recipient’s phone.
- Service ID: Service ID for the SMS service. This will be informed by the SMS operator.
- User name: Here you write the user name you were assigned by Carrot Comm.
- Password: Here you write the password you were provided by Carrot Comm.
- SMS priority: Here you specify either 1, 2 or 3. The numbers specify how quickly SMS messages are sent out.
- Sender: Here you specify whom recipients see as the sender. This text will be shown on the recipient’s phone.
In the tab PsWinCom you specify the following information:
- User name: Here you write the user name you were assigned by PsWinCom.
- Password: Here you write the password you were provided by PsWinCom.
- Sender: Here you specify whom recipient sees as the sender. This text will be shown on the recipient’s phone.
Inform PsWinCom that you want to use the following gateway: http://sms.pswin.com/SOAP/SMS.asmx or sms.pswin.com/http4sms/send.asp
Port 80 have to be opened in the internal firewall to reach this gateway.
How to send an SMS from Customer Service:
- Go Requests, and select New request.
- Enter a title in the Title field.
- Select a Contact person.
- Check SMS to customer contacts.
- Enter a mobile/cellular phone number and check the box on the left.
- Click the SMS button.
- Enter a message in the Message field.
- Click OK.