Make sure that all Queue Agents (that you want to set up) are up and running when using the Notification application. Otherwise, it will not be possible to read/write branch variables or even request the queues for a branch on a Queue Agent that is not running.
All tabs and sub tabs are described in more detail below.
General configuration
This setting is not needed for Queue Agents newer than 6.2.0.361, and a utt with version 2.1.0.18, or higher.
Add all Queue Agents (including the Central Queue Agent), by entering their IP address, or host name, in the Name field and the web port (8080 for Central and 18080 for Distributed) in the Port field. Also, make sure that you check the HTTPS check box, if you want to run the Queue Agent in HTTPS mode.
Also, enter the corresponding Branch Prefixes (comma separated) that the SMS service should listen to for ticket events (sent from the Notifications unit type). When done, click Save.
Here, you should also make sure that the wanted Date Format and Time Format are entered. When done, click Save.
Also, enter the applicable User Credentials here. This user will be used to get data to the Notification module via REST calls. It should have access to the following access modules: Appointment, EntryPoint connector, ManagementInformation connector, ServicePoint connector, and Notification connector. When done, click Save.
Visits configuration
The Visits tab has four sub tabs: Visit Call, Visit Create, Visit End and Visit Positions. These are described below.
Visit Call
If a phone number is added to the Visit, or a Customer with a phone number is related to the Visit, the Customer will get an SMS once his/her Visit is called (if this is enabled in the Notifications unit type).
This page has two different configuration areas: The Settings configuration to the left is used to trigger the notification, and the Call Message configuration to the right is used to configure the actual message.
Select the branches and queues for which the Visit Call notification should be sent.
Select All or a single service, from the drop-down list, that the message should be valid for.
Enter the message to be sent. You can fill in information in the message, by inserting Parameters from the drop-down list.
Do not forget to click Save, in both areas, to save your settings.
Visit Create
If a phone number is added to the visit, or a customer with a phone number is related to the visit, an SMS is sent to the customer, just after the visit is created.
This page has two different configuration areas: The Settings configuration to the left is used to trigger the notification, and the SMSMessage and Email Message areas, to the right, is used to configure the actual message(s).
Select the Type of message that you want to use, from the drop-down list (Email then SMS / Email / SMS / Both Email and SMS). Then, select the branches and queues for which the visit create notification should be sent.
Depending on if you want to send out an SMS, an Email, or both, enter the following settings:
• SMS Message:
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
• Email Message:
• Content Type - select either TEXT or HTML.
• Subject - enter the subject of the email.
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
Do not forget to click Save, in all applicable areas of the tab, when done.
Visit End
If a phone number or email address is added to the visit, or a customer with a phone number and/or email address is related to the visit, an SMS/email is sent to the customer, just after the visit is ended. This could be useful, for example, if you want to send out a survey to the customer.
This page has two different configuration areas: The Settings configuration to the left is used to trigger the notification, and the SMSMessage and Email Message areas, to the right, is used to configure the actual message(s).
Select the Type of message that you want to use, from the drop-down list (Email then SMS / Email / SMS / Both Email and SMS). Then, select the branches and queues for which the visit end notification should be sent.
Depending on if you want to send out an SMS, an email, or both, enter the following settings:
• SMS Message:
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
• Email Message:
• Content Type - select either TEXT or HTML.
• Subject - enter the subject of the email.
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
Do not forget to click Save, in all applicable areas of the tab, when done.
Visit Positions
When the visit reaches certain positions in the queue, the customer will get an SMS, if a phone number has been registered for that customer. The position(s) in the queue is defined in the Notifications unit type.
This page has two different configuration areas: The Settings configuration to the left is used to trigger the notification(s) and the Position A Message and Position B Message configuration areas, to the right, are used to configure the actual messages.
Select the branches and queues for which the Visit Call notification should be sent.
Select All or a single Service, from the drop-down list, that the message should be valid for.
Enter the messages to be sent. You can fill in information in the message, by inserting Parameters from the drop-down list.
Do not forget to click Save, in all areas, to save your settings.
Staff Alerts configuration
The Staff Alerts tab has two sub tabs: SLA Alerts, and Arrival Alerts. These are described below.
SLA Alerts
Here, all the SLA Alerts for the Branch that you select in the drop-down list are displayed.
To add an alert, click on Add. The following window will be opened:
Enter all required alerts, by following these steps:
a) Select Queue, Type (Waiting Customers / Waiting Time), and Status (Enabled / Disabled), from the drop-down lists.
b) Enter Alert Level, and Reset Level. This depends on the Type you selected above. If the type was Waiting Customers, a number should be entered in these fields. If, however, Waiting Time was selected, these fields should contain number of minutes. So, for example, the Alert Level could be at 5 minutes Waiting Time and the Reset Level could be at 3 minutes Waiting Time.
c) Select the role of the users that should receive these alerts.
d) Decide whether or not an alert should only be sent to a staff member that has the selected role and is logged in at the workstation, and is serving the selected queue, according to his/her Work Profile.
e) Select Notification (Email / SMS), from the drop-down list.
f) Enter a Message and a Subject (only required for Email). You can fill in information in the Message/Subject, by inserting Parameters from the drop-down lists.
g) Click Save, to save the SLA Alert setting.
If you selected SMS above, and the message or subject is too long, you will be notified about that.
Arrival Alerts
Here, all the Arrival Alerts for the branch that you select in the drop-down list are displayed.
To add an alert, click on Add. The following window will be opened:
Enter all required alerts, by following these steps:
a) Select Type, (Queue / Service), Queue / Service (depending on what you selected above, Queues/Services will be displayed in this list), On (Create only / Transfer only / Create and Transfer) - only available if you selected Queue above, App/Ticket (Appointment / Ticket / Any), from the drop-down lists.
b) Next, select Receiver Type (Staff (Field on Appointment), Staff (Field on Ticket), role, or Email).
Note that Staff (Field on Appointment), and Staff (Field on Ticket) require that you have a customised version of Orchestra. For more information, please contact Professional Services.
c) If you selected Staff (Field on Ticket) or Staff (Field on Appointment) above, enter the Field Name. If you selected role, select the wanted role from the drop-down list. If you selected Email, enter the Email Address.
d) Next, select Notification (SMS / Email), and enter the Message and Subject (only applicable for an email). You can fill in information in the Message/Subject, by inserting Parameters from the drop-down lists.
e) Finally, click Save, to save the Arrival Alert setting.
Appointments configuration
The Appointment functionality is only available if you have installed the Calendar application.
The Appointments tab has three sub tabs: Confirmation, Reminder, and Cancellation. These are described below.
Appointment Confirmation
Appointment Confirmations are sent out to customers, as soon as their appointment has been booked.
In this tab, enter the following settings for Appointment Confirmation messages:
• Enabled - whether or not the confirmation message should be enabled. By default, this is disabled and all the fields in the sub tab are greyed out, until Enabled is checked.
• Check Interval - enter the number of minutes for how often the system should check for new Appointment bookings.
• Type - from the drop-down list select Email then SMS / Email / SMS / Both Email and SMS.
Note that Email then SMS can be used as a fall back method. If a valid email address is missing, an SMS will be sent.
• Phone Field - from the drop-down list, select Other Customer field (please specify) / Other Appointment field (please specify). In the field below, specify the name of the Customer/Appointment field.
• Branches / Services - select the wanted branch(es) and service(s) that the Confirmation message should be sent out for.
Depending on if you want to send out an SMS, an Email, or both, enter the following settings:
• SMS Message:
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
• Email Message:
• Content Type - select either TEXT or HTML.
If you want to include a QR Code, you need to select HTML as Content Type for the QR Code to be included in the email itself. If you select TEXT, it will be included in an attachment.
• Subject - enter the subject of the email.
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
• Attach iCalendar - check this check box if you want an iCalendar link to be attached to the email.
Do not forget to click Save, in all applicable areas of the tab, when done.
Appointment Reminder
Appointment Reminders are sent out to customers a defined number of hours and /or minutes (it is possible to send two reminders) before their appointment start time.
In this tab, enter the following settings for Appointment Reminder messages:
• Enabled - whether or not the reminder message should be enabled. By default, this is disabled and all the fields in the sub tab are greyed out, until Enabled is checked.
• Check Interval - enter the number of minutes for how often the system should check for appointments to send out reminders about.
• First Reminder Time - number of hours before the appointment that the first reminder should be sent out. Default is 24.
An Appointment Reminder is not sent out if the Appointment start time is in less hours than the number of hours entered in the Reminder Time field.
• Second Reminder Time - number of minutes before the appointment that the second reminder should be sent out. If you enter 0, no second reminder will be sent out.
• Type - from the drop-down list select Email then SMS / Email / SMS / Both Email and SMS.
Note that Email then SMS can be used as a fall back method. If a valid email address is missing, an SMS will be sent.
• Phone Field - from the drop-down list, select Other Customer field (please specify) / Other Appointment field (please specify). In the field below, specify the name of the Customer/Appointment field.
• Branches / Services - select the wanted branch(es) and service(s) that the Reminder message should be sent out for.
Depending on if you want to send out an SMS, an Email, or both, enter the following settings:
• SMS Message:
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
• Email Message:
• Content Type - select either TEXT or HTML.
If you want to include a QR Code, you need to select HTML as Content Type for the QR Code to be included in the email itself. If you select TEXT, it will be included in an attachment.
• Subject - enter the subject of the email.
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
Do not forget to click Save, in all applicable areas of the tab, when done.
Appointment Cancellation
Appointment Cancellation can be a useful feature, for example if a staff member is ill, or if a whole branch is closed down due to unforeseen events, such as a snow storm.
In this tab, enter the following settings for Appointment Cancellation messages:
• Enabled - whether or not the cancellation message should be enabled. By default, this is disabled and all the fields in the sub tab are greyed out, until Enabled is checked.
• Check Interval - enter the number of minutes for how often the system should check for new Appointment bookings.
• Type - from the drop-down list select Email then SMS / Email / SMS / Both Email and SMS.
Note that Email then SMS can be used as a fall back method. If a valid email address is missing, an SMS will be sent.
• Phone Field - from the drop-down list, select Other Customer field (please specify) / Other Appointment field (please specify). In the field below, specify the name of the Customer/Appointment field.
• Branches / Services - select the wanted branch(es) and service(s) that the cancellation message should be sent out for.
Depending on if you want to send out an SMS, an email, or both, enter the following settings:
• SMS Message:
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
• Email Message:
• Content Type - select either TEXT or HTML.
If you want to include a QR Code, you need to select HTML as Content Type for the QR Code to be included in the email itself. If you select TEXT, it will be included in an attachment.
• Subject - enter the subject of the email.
• Services - select the wanted Services.
• Messages - enter the message text. You can also insert Parameters, by selecting them from the drop-down list and then clicking Insert. For more information, see “Parameter configuration” .
Do not forget to click Save, in all applicable areas of the tab, when done.
SMS configuration
Start by selecting which type of SMS Gateway that you will be using, by selecting one of the radio buttons at the top of the tab. The different alternatives are described in more detail below.
There are also Custom choices in this tab. They are however not described below.
SMTP
The following General Settings are available:
• Sender Email Address
• Receiver Email Address
• Subject - here it is also possible to insert fields, such as Phone Number. Select the wanted value from the drop-down list, then click Insert.
• Email Body - here it is also possible to insert fields, such as Phone Number. Select the wanted value from the drop-down list, then click Insert.
• Character Set - enter the wanted character set here, for example UTF-8.
• Enter Host - enter SMTP host.
• Enter Port - enter SMTP port.
• User - enter SMTP User name here. This is only needed if you select Yes in the Authenticate drop-down list, below.
• Password - enter SMTP Password here. This is only needed if you select Yes in the Authenticate drop-down list, below.
• Start TTLS - select Yes or No.
• Authenticate - select Yes or No.
Do not forget to click Save when done.
You can test your configuration, by clicking the Test SMS Configuration button and then entering a test phone number, for example your private phone number.
The format of the phone number should be <country code><phone number>, for example 46123456789.
If you receive a test SMS, you know that you have configured the system correctly.
Next, in the SMS Settings area, enter a value for Max SMS Length. Then, click Save. The default length is 320 characters, the minimum is 120 and the maximum 1000. Please consider that your SMS messages may be split into several messages, if a large number of characters is allowed.
In the Phone Number Settings area, decide whether the prefix (+) in the phone number should be removed or kept. By default, the + prefix will be removed:
When done, click Save.
HTTP
The following HTTP Settings are available:
• Enter Host - enter HTTP host.
• Enter Port - enter HTTP port.
• Path - enter HTTP path.
• Authenticate - select either None or Basic. If None is selected, it is not possible to enter anything in the User and Password fields below.
• User - enter HTTP User name here. This is only needed if you select Basic in the Authenticate drop-down list, below.
• Password - enter HTTP Password here. This is only needed if you select Basic in the Authenticate drop-down list, below.
• Method - select between GET and POST. If you select GET, the HTTP Body field below will be disabled.
• HTTP Body - enter the HTTP body of the REST request here - only applicable if you selected POST above. You can select parameters, such as Phone number, Branch Name, and Service Name from the drop-down list, then click Insert to insert them into the body.
• Content Type - select between JSON, HTML, TEXT, and ENCODED.
• HTTP Headers - to add HTTP headers to the REST request, click Add and enter a Name and Value for each Header. It is also possible to Delete headers here.
Do not forget to click Save when done.
You can test your configuration, by clicking the Test SMS Configuration button and then entering a test phone number, for example your private phone number.
The format of the phone number should be <country code><phone number>, for example 46123456789.
If you receive a test SMS, you know that you have configured the system correctly.
Next, in the SMS Settings area enter a value for Max SMS Length. Then, click Save. The default length is 320 characters, the minimum is 120 and the maximum 1000. Please consider that your SMS messages may be split into several messages, if a large number of characters is allowed.
In the Phone Number Settings area, decide whether the prefix (+) in the phone number should be removed or kept. By default, the + prefix will be removed.
When done, click Save.
Beepsend
Prerequisites
To use Beepsend as an SMS Gateway, you:
• need a Beepsend account. For a process on how to set up your Beepsend account, see Qmatic World\Subscriptions.
• need to open up outgoing traffic to Host api.beepsend.com and Port 80 or 443.
• API-token - this is a long string of characters (can be both numbers and letters), which you receive from Beepsend when signing up for an account with them.
• From - this is the default person/organization that will be used as sender for the SMS messages, for example Support.
The From field is limited to a maximum of 11 characters.
• HTTPS - if this check box is checked (default), HTTPS will be used.
Make sure that you Save your settings.
You can test your configuration, by clicking the Test SMS Configuration button and then entering a test phone number, for example your private phone number.
The format of the phone number should be <country code><phone number>, for example 46123456789.
If you receive a test SMS, you know that you have configured the system correctly.
Next, in the SMS Settings area enter a value for Max SMS Length. Then, click Save. The default length is 320 characters, the minimum is 120 and the maximum 1000. Please consider that your SMS messages may be split into several messages, if a large number of characters is allowed.
Qmatic SMS
The following Qmatic SMS settings are available:
• API-Key - enter the API key for Qmatic SMS here.
• From - this is the default person/organization that will be used as sender for the SMS messages, for example Support
• URL Shortener - if this check box is checked, URL shortening will be enabled.
Next, in the SMS Settings area enter a value for Max SMS Length. Then, click Save. The default length is 320 characters, the minimum is 120 and the maximum 1000. Please consider that your SMS messages may be split into several messages, if a large number of characters is allowed.
Email configuration
This is the SMTP server information for sending “normal” emails to Customers (Appointment Confirmation and Appointment Reminder), or Staff members (alerts).
The following Email Settings are available:
• Enter Host
• Enter Port
• User
• Password
• Enter Email sender
• Start TTLS - select Yes or No.
• Authenticate - select Yes or No.
• Enter Email character set - enter the wanted character set here, for example UTF-8.
When done, click Save.
You can test your configuration, by clicking the Test Email Configuration button and then entering a test email address, for example your private email address. For an email address top be valid, it must contain a @ character.
If you receive a test email, you know that you have configured the system correctly.
Parameter configuration
The Parameter tab shows all available Message Parameters for Visits and Appointments. For example, if you want to include the name of the branch to your message, select the Parameter Branch Name from the drop-down list, then click Insert. In the Messages field, the parameter will look something like this:
{{branchName}}
The following parameters are available, by default, for visits:
• Visit Id, visitId - id of the visit.
• Branch Id, branchId - id of the branch.
• Branch Name, branchName - name of the branch.
• Phone Number, phoneNumber - phone number of the customer.
• Queue Name, queueName - name of the queue.
• Reminder Time, returnTime
• Service Name, serviceInternalName - Internal name of the service, for example Loans.
• Service External Name, serviceExtName - External name of the service.
• Service Point, servicePointName - name of the Service Point, for example Counter 1.
• SLA - Service Level Agreement.
• Ticket Number, ticket - for example A103.
• Mobile ticket base URL, mobileBaseURL - Base URL for Mobile Ticket.
• Mobile ticket URL, mobileFullURL - Full URL for Mobile Ticket.
The following parameters are available, by default, for appointments:
• Appointment Id, appointmentId - the identification number of the appointment.
• External Id, appointmentExtId
• Date, date - the date of the appointment.
• Time, time - the time of the appointment.
• Branch Id, branchId - the Branch id, for example BR1.
• Branch Name, branchName - name of the branch.
• Service Name, serviceName - name of the Service, for example Loans.
• First Name, customerFirstName - first name of the Customer.
• Last Name, customerLastName - last name of the Customer.
• Phone Number, phoneNumber - phone number of the Customer.
• QWeb Book Id, qWebBookId - the QWeb Book Id is generated from the Appointment Id and the time of the appointment. The QWeb Book generates this unique and easy to use id which can be put in a confirmation message and then be used to for example arrive the appointment.
• QR Code (calculated), qrCodeCalculated
• QR Code (externalId), qrCodeExternalId - this QR code uses the external Id of the appointment.
• QR Code (InternalId), qrCodeInternalId - this is the QR code that you should use if you are, for example, using the Concierge app. The information contained in this QR code is Appointment Id (internal Id), Date, Start time, Branch Id and Branch Name. If you use this QR code in your message, the appointment can easily be found in Concierge, without entering any search criteria manually.
For the QR Code to be included in the email itself, you need to select HTML as Content Type in the Appointment Confirmation and Appointment Reminder tabs. If not, it will be included in an attachment.
• QR Code (qwebbookId), qrCodeQWebBookId - QR code used for QWeb Book Id.
• Appointment Public Id, qrCodeQWebBookId - Public Appointment Id.
• Customer Public Id, qrCodeQWebBookId - Public id of the Customer.
To add a Parameter, click the Add button, the following window is displayed:
Enter the wanted Parameter Display Name and Parameter Name on ticket, then click Ok. Do not forget to click Save in this tab, when done.
The Parameters that you add here will be available in all Parameter drop-down lists in all tabs.
Once all configuration is done, restart Orchestra, before starting to enter appointments, etc.
Make sure that all Queue Agents (that you want to set up) are up and running when using the Notification application. Otherwise, it will not be possible to read/write branch variables or even request the queues for a branch on a Queue Agent that is not running.
