SMS Messaging

8/16/2019 SMS Messaging

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SMS Text Messaging (13.50A/70)

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


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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 a 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 requestin4g a message to a client or prospect from the diary or claimsdiary

via batches using Database Enquiry to specify the criteria

automatically triggered for policies via enhanced frame calculations (this is part of SchemeToolkit 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.

(SMS Text Messaging Guide) Open GI

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Automatic SMS Via Enhanced Frame Calculations

The requesting of text messages can be automated via enhanced frame calculations for policies.

This requires the additional "Create-Diary" Scheme Toolkit functionality which is purchasedseparately.


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The Message Sending Process

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 - the system gives priority to the sending of any urgent messages. When no urgentmessages exist, it will then send any batch messages.

Urgent messages cannot be set in the future, either by date or time. The following will be displayed ifthis is done: Warning! Date and Time to be sent canno t be in the future i f Pr ior i ty is Urgent .


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Batch - the system will process a number of batch messages (20 by default but this can beamended 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 besent 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.


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SMS Text Messaging Online Demonstration

The Open demo page of the main Open GI website contains a short recorded demonstration of SMSText Messaging.

This can be accessed by clicking on the link below:

Open Demo


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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.

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:


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3. Click the Update button (F2) to amend any settings. The following fields and options areavailable:

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, orenter “No” to activate it.

Number of batch messages between urgentmessage check

Enter the number of batch messages processedbefore checking for more urgent messagesadded to the queue.

Number of failed messages beforesuspension

Enter the number of failure messages allowedbefore the service is suspended.

Current number of failed messages Displays the number of current messages thathave failed to be sent. This field willautomatically be set to zero when the processstarts or is restarted. It is unaffected when


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sending a test message.

Use Irish Mobile phone numbers (beginning08 or +3538)?

This field is set when licenses are released, andis not amendable.

Service Provider

Message Originator Enter the message originator up to 11characters. This will tell the recipient who thetext message is from.

For the UK, the Message Originator cannot havespaces.

For the ROI, the Message Originator permits

spaces e.g. “Open GI”.

Timeout Limit in Seconds Enter the time in seconds before the systemtimes out (1-99).

Test Messages

Send Text Message? Set to “Yes” to begin the process of sending atest message. It will be sent when the OK buttonis pressed.

Test Message Number Enter the mobile number to send the testmessage to. Enter up to 16 characters.

4. Press the OK button (RETURN) to save any amendments or click the Cancel button (ESCESC) 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 regardingthese.

The following is displayed if you do not have the required licence:


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Both server wide and branch specific licenses are available.


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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 notwish to receive text messages. This allows you to easily manage your contact base via unsubscriberequests.

Text messages will not be sent if the Client or Prospect record indicates that the customer does notwant to receive any text messages.

If messages are requested manually from the diary, a warning message will be displayed. If youchoose to continue, a diary entry will be created but a text message will still not be sent.


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Indicating That A Client Does Not Want to Receive Messages

The five default Open GI Client Master screens exist for immediate use and include the SMS OptOut field.

If you are using other Client Master formats, you will need to add in the SMS Opt Out field. For CoreBack-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 notreceive any text messages.

Text messages will not be sent (regardless of the method of requesting them) if the record indicatesthat 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 theclient 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.


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Indicating That A 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 Advanced Prospect Management, 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 notreceive any text messages.

Text messages will not be sent (regardless of the method of requesting them) if the record indicatesthat 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 theprospect record, the following warning message is displayed:


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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 besent.


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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 enteredmanually when requesting a SMS Message from the diary, or the Open GI supplied defaultcalculation (or your own calculation) will populate it automatically if a number is found on the client orprospect record.

Using A Calculation To Populate Automatically

The SMS frame will be created when a diary entry is requested, and the telephone number can thenpopulate the diary request when a message is created by an operator, or be applied to the diaryentry when requested via Database Enquiry.

Accessing The Open GI "SMS Create" Calculation

A default standard calculation is released with the Advanced Prospect Management and Core Back-Office software. This will use the first mobile phone number found in any telephone field.

Advanced Prospect Management

You can access/amend this calculation as follows in Advanced Prospect Management:

1. From the Advanced Prospect Management 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.

6. Press RETURN.

7. The example calculation, "Use First Mobile Number Found In Any Telephone Field" isdisplayed.

8. Amend the calculation, if required, and press ESC 7 to save, otherwise press ESC ESC toexit without saving.


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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" isdisplayed.

10. Amend the calculation, if required, and press ESC 7 to save, otherwise press ESC ESC toexit without saving.


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Use First Mobile Number Found In Any Telephone Field

A calculation is required to retrieve a mobile number from whichever phone number field ispredominantly used on the client/prospect record.

The default UK and ROI Open GI calculations below for Advanced Prospect Management and CoreBack-Office use the first mobile phone number found in any of the telephone fields on the client orprospect record.

The calculations examine the field in SMS Control (BSM.IrishMobile) so that it works in both the UKand ROI.

The default calculations below are used automatically. You can add your own calculation or amendthese if required.


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Advanced Prospect Management "SMS Create" Calculation


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Core Back-Office "SMS Create" Calculation


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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 onthe 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

The ' Generate SMS Messages' option in Database Enquiry incorporates Standard Wording processing with optional keywords.

(SMS Messaging Guide) Open GI

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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 thendisplayed:

3. Choose one of the following options:

Amend SMS Standard Wordings

Transfer SMS Wordings


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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:

From here you can perform the following tasks:

Find

Add

Update

Print - this brings up the printer prompt


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Find SMS Standard Wordings

In the Code field, enter the shortcode and then click the Find button.


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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".


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Description Enter up to 60 characters.

Wording The space the fields give you to type text and fieldnamesinto is in 4 rows of 60 characters (240 characters) thoughonly 160 characters are allowed when counting the maxlength of the fields.

This is to allow for the inclusion of keywords which maybe longer than the text values that they hold for anyparticular Client/Policy reference. For example, the text“[BTX.Dt.raised]” is, at 15 characters, longer than the 10character 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 shownin the example below:

You can also enter keywords in these lines. Anything insquare brackets [] or angled brackets will be treated asa 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 isinvalid 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 theinvalid 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 angledbrackets . 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.


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SMS Standard Wordings with Keywords will be available in both the Core Back-Office ClaimsDiary and the Advanced Prospect Management Diary.


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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.


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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 AdvancedProspect Management, only a subset of this list of keyword types will be permitted:

Core Back-OfficeClient/Policy

Core Back-Office ClaimsAdvanced Prospect

Management

BCM (Client) BCM P.CM (APM Prospect)

BPY (Policy) BPY P.PY (APM Policy)

BBR (Broker Amendment) BBR DPC (APM 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, butno single Standard Wordings may contain both Core Back-Office-only Keywords and AdvancedProspect Management-only keywords (e.g. BPY and P.PY).



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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:

Transfer to branchThis will allow Standard wordings to be transferred toother branches.

Override Matching ItemsSelect "Yes" to override any matching items found,otherwise enter "No".

3. Click the OK button (RETURN).


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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 andneeds 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 toreceive SMS messages. Refer to Chapter 3: Customers Who Do Not Want to Receive Messages.


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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 Advanced Prospect Management

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 receivetext messages. A warning message will be displayed. Refer to Chapter 3: Customers Who Do NotWant to Receive Messages for further information.

Request a diary SMS message using the following procedure:

1. From either the:

Core Back-Office Client or Policy level, select Client Diary (ESC J) or PolicyDiary buttons (ESC J)

Advanced Prospect Management 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:


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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 SMSFrame.

From This default to “Broker”.

To Defaults to “Client”.

Mobile SMS via the Diary relies on a valid calculation being in place. It willwork with the default calculation from Open GI. However, if thiscalculation 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 mobilenumber manually if one is not found or amend the mobile phonenumber to be used. You can enter up to 15 characters for themobile number.

A space is allowed in a mobile phone number. For example, 07123456789 is a valid alternative to 07123456789 , so the SMSmessage will work with or without a space in the mobile number.

International Dialling Codes (apart from the Broker’s own nationaldialling code) are not permitted. In the UK, numbers may only beginin one of 3 ways:

“07”

“447”

“+447”

In the ROI, numbers may only begin in one of 3 ways:


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“08”

“3538”

“+3538”

This is validated on the SMS Frame in the Back Office beforeattempting 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:

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 thefuture. The message will not be sent until this time.

Urgent messages cannot be set in the future, either by date ortime. A warning message is displayed if this is done.

Reply due days This is left blank by default. You can enter the number of days from0 to 99.

Date Sent The date sent will be recorded when the message is sentsuccessfully.

Time Sent The time sent will be recorded when the message is sentsuccessfully.

Executive Select an executive from the button (F1 in Winlink) whichdisplays a list of executives for selection.

Reply Status Click on the drop-down list icon (F1 in Winlink) to select the


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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 aproblem

Message Text Enter the body of the SMS text message to be sent. The space thefields give you to type text and fieldnames into is in fact 4 rows of60 characters (240 characters) though only 160 chars are allowedwhen counting the max length of the fields.

Messages are limited to 160 characters as some mobile phonescannot handle longer messages.

The Euro symbol (€) is supported in SMS Messages for the ROIonly.

This is to allow for the inclusion of keywords which may be longerthan the text values that they hold for any particular Client/Policyreference. For example, the text “[BTX.Dt.raised]” is, at 15characters, longer than the 10 character date field that it refers to.

If you exceed this, a message will be displayed, as shown in theexample below:

Keywords

You can also enter keywords in these lines or select some pre-

defined standard wording by clicking on the button (F1). Beloware the keyword types that are allowed:


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Core Back-OfficeClient/Policy

Core Back-OfficeClaims

AdvancedProspectManagement

BCM (Client) BCM P.CM (APMProspect)

BPY (Policy) BPYP.PY (APM

Policy)

BBR (Broker Amendment)

BBRDPC (APM

Control)

BCLBBR (Broker

Amendment)

BCH

WUCL (forClaimstracker)

Entering a valid short code on any of the SMS Message fields willalso copy in any pre-defined wording and keywords. A list of anystandard wordings you have sent up is available for selection:


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When one is selected, it will be copied into the four message textlines.

Reason for Failure The following reasons for failure can be displayed after themessage 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 evaluatedfor the current Client, Policy or Claims Reference and then expanded and displayed in the textmessage fields.

6. Press the OK button again (RETURN) to send the SMS Message.


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Sending Text Messages From The 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 CoreBack-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.


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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 forfurther 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]

[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 SMSmessage 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 ofdiary created viacalculations

D.From “Broker”

D.To “Client”

D.Mobile Blank Will behave as defined inSMS frame calculations

D.Replydue Blank

D.Datetobesent Today

D.Timetobesent Blank

D.Priority “Batch”


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D.SMSText1 Blank

The text of the messageD.SMSText2 Blank

D.SMSText3 Blank

The values defined as default above will be set by the INIT-SMS statement. Values can be amendedby the use of the YCT fields in calculations. For example, if the message was not to be sent before9pm on 1

st August 2011, the calculation lines, before WRITE-DIARY would be:

INIT-SMS

[YCT.D. Datetobesent] IS “01/08/2011”

[YCT.D.Timetobesent] IS “21:00”

WRITE-DIARY


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Request ing 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


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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 Advanced Prospect

Management:

For Core Back-Office - from the Correspondence/Diary/Insurer Accounts menu,select the ‘Database Enquiry’ option.

For Advanced Prospect Management - from the Advanced Prospect Management 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:

5. Select the ‘Generate SMS Messages’ option. The following screen is displayed:


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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.

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.


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Time to be sent This is left blank by default.

For batch messages, you can enter a specific time in the future.The message will not be sent until this time.

Urgent messages cannot be set in the future, either by date ortime. A warning message is displayed if this is done.

Reply due days This is left blank by default. You can enter the number of days from0 to 99.

Executive Select an executive from the button (F1 in Winlink) whichdisplays a list of executives for selection.

Reply Status Click on the drop-down list icon (F1 in Winlink) to select therequired 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 thefields give you to type text and fieldnames into is in fact 4 rows of60 characters (240 characters) though only 160 chars are allowedwhen counting the max length of the fields.

Messages are limited to 160 characters as some mobile phonescannot handle longer messages.

The Euro symbol (€) is supported in SMS Messages for the ROIonly.

This is to allow for the inclusion of keywords which may be longerthan the text values that they hold for any particular Client/Policyreference. For example, the text “[BTX.Dt.raised]” is, at 15characters, longer than the 10 character date field it refers to.

If you exceed this, a message will be displayed, as shown in theexample below:

You can also enter keywords in these lines or select some pre-

defined standard wording by clicking on the button. A list of any


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standard wordings is available for selection:

When one is selected, it will be copied into the four message textlines

Preview Messages This allows you to preview the message text for each messagegenerated, after any keywords have been expanded for the currentClient/Policy Reference.

The setting is ignored if the message text did not originally containany 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 foreach Client/Policy reference. The Message text can then beamended before the SMS Message is generated for the currentreference.

If set to "No", this stops further previews occurring. All further SMSMessages will be generated quietly.

No other fields will be amendable once the form is initiallycompleted. For example, different Client/Policy references cannotbe given different executives or the messages sent at differenttimes or dates.

When previewing an SMS Message, if the Cancel button ( F3 ) is


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pressed then no further SMS Messages will be generated.

Keywords Entered

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 prospectswhose 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)) ormessage not sent (Status = Not Sent).


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Re-Sending Failed Messages

Messages cannot be re-sent. If a message needs to be sent again, it must be created again fromscratch, either from the Diary creation, or through Database Enquiry.


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Viewing A Message (Enquire)

SMS Messages have an “Enquire” mode, which relates to the following options in BrokerConfiguration:

Diary “Amend” on the Password Control - Authorisation Codes 5 page

Diary “Enquire/Amend default” on the Other 1 page.

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 cannotbe amended. A warning message is displayed as shown below:


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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).

Advanced Prospect Management 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:


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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 SMSmessage queue if it exists.

SMS Purge

An SMS Purge can also be done if a batch of messages needs to be removed from AdvancedProspect Manager or Core Back-Office. Running an SMS Purge will also remove any relevant entrieswaiting to be sent from the SMS message queue if they exist there as well.


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The Test Message Function

This functionality can be used after SMS has be installed for the first time or if you are havingproblems. 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:

5. Enter a valid mobile number in the Test Message Number field.


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6. Click the OK button (RETURN). As this is not related to any client or prospect, no diary entrywill 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:


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If successful, the following text is sent to the test message mobile number you entered in theTest 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 – inthis instance it is “OpenGI”.


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7: Checking The Status Of SMS MessagesChecking 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 orpolicy

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 successfullysent.


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Viewing Message Status On SMS Message Frame

You can check the status of SMS messages sent to a particular client, prospect or policy by viewingthe 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).

Advanced Prospect Management 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:


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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 enter ed on theSMS Frame). This is displayed in the SMS Status field:


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3. Select a system notice and further details of the failures are displayed, along with the client orprospect reference and the branch number:

The Subject line for an SMS error is "SMS Message Send Failure".


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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 andthe reason for failure.


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Using Database Enquiry To Highlight 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 DatabaseEnquiry with SMS 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).


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8: SMS Message Purge

SMS Message Purge

The following chapter details the SMS Message Purge options for both:

Core Back-Office

Advanced Prospect Management


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Core Back-Office SMS Message Purge

To perform a Core Back-Office SMS Message Purge, follow the procedure below:

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:


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Delete from “Due to be Sent” date Click on the drop-down list and select a fromdate from the calendar.

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 fromterminated policies only i.e. lapsed, cancelled ortransferred, or “No” to delete all entries whetherterminated or not.

Print Select “Yes” or “No” to print. Entering “Yes” willdisplay the printer prompt.

4. Click the OK button (RETURN) to purge and/or print. A message will display the number ofrecords that have been deleted:

SMS Message Purge Print

An example of a Core Back-Office SMS Message Purge print is shown below:



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Advanced Prospect Management SMS Message Purge

To perform an SMS Message Purge, follow the procedure below:

1. From the Advanced Prospect Management menu, select the ‘Record Purge’ option. Thefollowing 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 and select a fromdate from the calendar.

Up to Click on the drop-down list and select an upto date from the calendar.

Terminated Policies Only Select “Yes” to delete diary entries fromterminated policies only i.e. lapsed, cancelled ortransferred, or “No” to delete all entries whetherterminated or not.

Print Select “Yes” or “No” to print. Entering “Yes” will

display the printer prompt.


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4. Click the OK button (RETURN) to purge and/or print. A message will display the number ofrecords that have been deleted:

SMS Message Purge Print

An example of an Advanced Prospect Management SMS Message Purge print is shown below:


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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, framecalculations and in Database Enquiry.


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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

SMS.Messagetext3

SMS.Messagetext4


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SMS.Reasonforfail1

SMS.Reasonforfail2

SMS.Reasonforfail3


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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 viaEnhanced Frame Calculations” within the XML scr ipts.

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 or nodes (or both). It comprises of

the following nodes:

Broker ) See Note 1

Client ) See Note 1

0001

99999999999999 ; See Note 2

999

dd/mm/yyyy

99:99

xxxxxxxxxxxxxx

xxxxx ; See Note 3

xxxx — 60 chars — xxxx )

xxxx — 60 chars — xxxx ) See Note 4




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Notes :

Note 1: and 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 forcreating an Event in Core-Back Office or Advanced Prospect Management.

If these fields are blank then will default to “Broker” and will default to “Client”, thesame defaults as when creating SMS Messages in the Back Office.

Note 2: if omitted will be set by the SMS frame calculation

Note 3: if not specified ("Batch" or "Urgent") will default to "Batch".

Note 4: fields must be limited to 160 characters in total, and each individual fieldmust be no more than 60 characters. Anything above that will generate an error. They may contain

Advanced Prospect Management Client and Policy Keywords (refer to the SMS Standard WordingMaintenance page).

All SMS nodes are validated before any SMS Message is created. If one SMS node contains invaliddata, 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, notthe line number containing the error. However the error message should give enough information tofind the error in the XML. The exception to this is when validating executives, this reports the correctline containing an invalid executive.

Executives that are not set up as “Active” in the Back-Office will be accepted for the SMS Import, aslong the executive exists in the 'Executive Amendment' option in the Core-Back Office Maintenance menu.


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SMS Messaging

Documents

Transcript of SMS Messaging