|
Experience Portal 7.0 and later versions support SMS as an additional communication channel.
The major features driving the SMS capability are:
Sending outbound SMS messages.
Receiving and processing inbound SMS messages.
Sending a response to inbound SMS messages.
Handling of delivery receipts from SMS messages.
The major components that are enhanced or added to the system include:
SMS Web Application: A web application that provides a web user interface for configuring and managing the SMS-related components.
SMS Processor : A web application that interacts with an SMSC server over HTTP/HTTPS or the SMPP protocol , routes messages to Orchestration Designer SMS applications, and provides methods for sending SMS messages.
Orchestration Designer: A new application type called SMS is added.
Application Interface Web Service: The service is enhanced for sending multimedia messages.
Experience Portal provides additional support for the multichannel features in the following ways:
Incoming SMS can be routed to Orchestration Designer SMS applications.
Orchestration Designer SMS application can reply to an incoming SMS.
Delivery receipts can be routed to Orchestration Designer SMS applications.
Orchestration Designer applications of any type can send an SMS message. For example, a voice application can send an SMS message.
Experience Portal provides support for http and https for an outbound SMS.
Experience Portal provides support for SMPP for inbound and outbound SMS.
Experience Portal provides multilingual SMS support.
Experience Portal provides built-in grammar support such as word spotting for text-based messages.
The EPM system monitor displays real-time SMS statistics.
Contact and Session reports display the inbound and outbound SMS statistics. Filters and summary options exist for SMS.
EPM Log Viewer, Alarm Manager, and Audit Log display voice, email, and SMS-related information.
The EPM installation program installs the SMS support application.
Experience Portal provides high availability and scalability with load balancing across connections.