SMS Accounts

What are the SMS Accounts?

With XCALLY Motion you can share a single SMS-box among several agents and use it in a way similar to a voice queue.

XCALLY Motion offers a web client SMS specific for Customer Care needs, where the Agents share all information: what you need to do is just to configure both providers phone numbers and Motion accounts, and manage SMS exchange using XCALLY Motion, as well as for the other channels.

Remember to add the Agents to the SMS Account in order to let them manage the interactions through this channel.

The SMS Accounts Section

In this Section you can add New SMS Accounts and manage the existing ones.

Add a New SMS Account

Click on  to add a New SMS Account:

and insert the requested values:

• Name: the name of the SMS account
• Key: here you can define a short name (5 char maximum) for the Account that will be shown on the Agents Tabs
• Proxy or Motion Domain: by default your actual motion domain is inserted in this field  
• List: the default List where the new SMS contacts will be saved in the Contacts Manager (see Lists), if it is not already there
• Phone: the provider phone number
• Type: choose from the list one of the available provider types (Twilio, Skebby, Connectel, ClickSend, Plivo, Infobip, Clickatell and CSCTelecom) and enter the values referring to the chosen Type:

TWILIO	Account SID – Auth Token	the information about the Account must be retrieved from Twilio platform
SKEBBY	MethodUsername – Password	choose among Basic, Classic, Classic+insert the Skebby username and password
CONNECTEL	Auth Token	information about the Account must be retrieved from Connectel platform
CLICKSEND	Username – Password	insert  the Clicksend username and password or API key
PLIVO	Auth ID – Auth Token	the information about the Account must be retrieved from Plivo console
CLICKATELL	API Key	the number used and the integration API Key from Clickatell
CSCTelecom	API Key, Base URL	the integration API Key and Base URL from CSCTelecom
INFOBIP	Username – Password, Base URL	insert  the Infobip username/password and Base URL and send to Infobip the Receive URL
INTELEPEER	Phone Number – API Key	the number used and the integration API Key from IntelePeer
BANDWIDTH	Phone Number, Account ID and Credentials, Application ID	the number used, the Account ID and Account Credentials and the Application ID retrieved from

• Description: insert here a description (optional)

At the end click on Add SMS Account.

Edit/Modify a SMS Account

On the SMS Accounts list click on  related to the one you want to edit/modify in order to:

• Edit the SMS Account
• Go to Interactions list for the Account
• Add Agent to SMS Account
• Delete SMS Accounts

Editing an SMS Account you have a list of Sections:

Settings

About the new field: Wait for the Assigned Agents
It is the default time in seconds any new interaction belonging to an existing conversation waits for the same agent that is currently managing it, when the agent is not available on the system (paused or logged out). The allowed values range is 1-2147483 (default is 10 seconds)

General

In this section you can edit, retrieve and change the values inserted when adding the SMS Account.

Twilio Accounts

The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup

Skebby Accounts

• The Sender string is any value you want automatically to use as sender’s name (available only for Classic and Classic+ Methods).
• The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup 
• If you enable the Delivery Report option (available only for the Classic+ Method), the system will provide the string to copy and paste in the SMS Provider Setup for the specific action.

Connectel Accounts

• The Sender string is any value you want automatically to use as sender’s name
• The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup 
• If you enable the Delivery Report option, the system will provide the string to copy and paste in the SMS Provider Setup for the specific action

ClickSend Accounts

• The Sender string is any value you want automatically to use as sender’s name
• The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup 
• If you enable the Delivery Report option, the system will provide the string to copy and paste in the SMS Provider Setup for the specific action

Plivo Accounts

• The Sender string is any value you want automatically to use as sender’s name (this option must be enabled by Plivo)
• The Receive URL is the auto-generated API URL: this value must be copied and pasted in the SMS Provider Setup 

Clickatell Accounts

• insert the API Key obtained from the Clickatell integration 
• The Receive URL must be copied and pasted in the SMS Provider Setup

CSCTelecom Accounts

• insert the API Key and Base URL obtained from the CSCTelecom integration
• The Receive URL and the Delivery URL are the auto-generated API URL: this values must be copied and pasted in the SMS Provider Setup:

Note: the final part of the Delivery URL includes two mandatory parameters: <Message-Id> and <State> which must not be modified.

Infobip Accounts

• insert the phone number, username, password and the Base URL received from Infobip
• The Receive URL is the auto-generated API URL: this values must be copied and sent to the Infobip Support Team (wait for it to be activated before using the Infobip SMS Channel).

IntelePeer Accounts

• insert the phone number and the apikey generated on IntelePeer Customer Portal

The phone numbers must be in E.164 format but you can also use shortcodes (they must always be approved by Intelepeer) which syntax must be {countrycode}-{code}.

eg. USA shortcode must be 1-[shortcode]; in case of an Alphanumeric Sender ID, eg. Spain, 34-Hello8.

The Receive URL is the auto-generated API URL. This values must be copied and past on the IntelePeer Customer Portal.

Go to the phone number list, search for the phone number associated to the XCally Motion SMS account.Click on the Webhook icon to open the editor. Past this value in the the Receive URL generated field in the Account Editor on XCally Motion.

Bandwidth Accounts

• insert the phone number 
• insert the username and password configured on Bandwidth
• insert the Account ID and the Application ID configured on Bandwidth

Receive and Delivery URL must be copied in the Bandwidth Account configuration

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The Administrator can customize the notification of a new interaction in order to show to the Agent information about the source, the sender, the recipient queue and so on.

The Setting section of the Notification is under the general settings of a channel account and allows to:

• enable/disable the notification sound 
• enable/disable the notification shake effect
• define notification contents and style in the Template section (here you can define which information to show about the specific interaction using XCALLY Motion variables)

Transfer

Toggle to enable/disable the Agent transfer to a queue or to another agent and set the specific timeout (the time in seconds the message will wait to be accepted before returning back as unread).

If this switch is on, the Agent will be able to Transfer an interaction, like in the following example (queue): click on  and then Transfer
 
                          

Advanced

Proxy

In this section you can change the Motion Domain and retrieve the Proxy token (auto generated and impossible to change):

This section is the same for all types of domain (Twilio, Skebby, Connectel, ClickSend or Plivo)

Disposition

Mandatory Disposition: enable it you want the Agent to be forced to dispose the interactions managed and set the Agent pause status to be automatically applied during this operation (default=NO). 

Dispositions

The Disposition is a label (or a set of labels, maximum in a three level hierarchy) that can be applied to each interaction record in order to better describe it.

For example, an Agent who has managed a call can use a disposition in order to indicate the type or resolution of the call itself, but this can be done for any type of interaction (as email, chat, sms, whatsapp messages, and so on) when this is closed. 

By default, the following dispositions are usually available on your system (if your Administrator has not deleted one or more of them) :

• Fax
• Answer Machine
• Interested
• Not Interested
• Sold
• Special

but new Dispositions which are more suitable to your organization can be easily created. In the Tools- Dispositions section the Administrator can add global dispositions available for all the environment, in addition to specific dispositions that can be created for specific environments (as lists, channel accounts and websites).

To create a specific environment disposition, click on New Disposition  and enter the details: 

• Name: name of the disposition that will be displayed for agents managing contacts in this list
• Description (optional)
• First Level Disposition (optional): choose, from among the dispositions already present on the system, a disposition to which this refers in a two-level hierarchical relationship 
• Second Level Disposition (Optional): choose, from among the dispositions already present on the system, a disposition to which this refers in a three-level hierarchical relationship 

Click Save to confirm. After the disposition is created, you can view, edit or delete it (in the List of Dispositions)

Multi level dispositions

You have the possibility to create multiple level (maximum 2) for each disposition:

In the example shown in the image above, when Agents close and dispose an interaction they can choose a single level or a multi-level disposition (for example the combination # 1 # 5 # 7 or the combination # 1 # 5 # 6)

Canned Answers

Here you can set a list of canned answers that will be available only when the interaction comes from that Account.

Click on  to find a specific item from the list:

or click on  to add a new one:

Canned Answers can be deleted or edited and modified: click on  and choose the command you want to start:

Actions

In this section you should define the Actions for the SMS account to be executed by adding applications, working rules and intervals:

Interactions

In this section you can find the list of the SMS interactions occurred on the Account:

Interactions log files

Interactions history is saved in files which are specific per channel.

You can filter the interaction list by Start Date, Read/Unread, Status (Open/Closed), Website, Agent, Tags:

or use the button to activate the Advanced Search and select a field to be matched with a value among a list of all those available.

When you click this button, the system will show you the input form:

Now do the following:

• Select the Field (scroll the list of all the available search fields)

• Select the Operator among those available (eg.: equals, contains, starts with, and so on)

• Select or insert the Value

Add the Condition (click on )

To add more than one condition, repeat the operation, like in the following example:

and choose whether the conditions must all be met:

or at least one of them:

When you finish, click on the  button in order to start the search: the query is executed and all the items that match the conditions inserted are shown.

If you want to delete the advanced search condition inserted click on the single search condition button to delete it or click on the  button in order to delete all the conditions set at once.

On this form it is possible to:

• modify a condition set: click on a set condition and press Edit

now change the condition as you like(field, operator, value)

• temporarily disable the search condition: click on the set condition and press Disable:

and enable it again

When an advanced search selection is active

As long as the search conditions are operational, the Advanced Search button will notify it by changing its color (light blue on a white background) and blinking 

The Advanced Search conditions will search all the List of the available entries, regardless of any filter applied to the list view using the above mentioned filters: 

On this list, you can select one or many mail interactions and download the information about them in a CSV file (click on the corresponding checkbox and then on the icon ) or delete them (click on the corresponding checkbox and then on the trash bin ):

On the single interaction, the Supervisor can use the three dots command menu  in order to:

• Spy the contents of an interaction thread. Here the Supervisor can add an internal note (this will not be viewed by customers but only by internal agents)
• Download a zip file containing the transcript of the interaction
• Delete the interaction

Add Agents

Remember to add the selected Agents to any new Account you create!

Add Agent to SMS Account

On the SMS Accounts list you can add Agents in two ways:

select the SMS Account and click on , than choose the menu entry Add Agent to SMS Account:

• edit the SMS Account and than click on the add menu button:

and select the agents from the list:

If the agents are not added to the SMS Account, they will not be able to see the interactions exchanged in this account interactions list.