Type

Description

Details

0

None / Note

Use this option for adding notes into the message queue for a particular session, for future reference and reporting

1

Pager

The Pager type uses a TAP gateway. I.e. it sends directly to a piece of equipment run by the phone company - It requires a connection to this gateway. NOT generally available to most  installations.

 This option utilises the [fromAddress], [toAddresses] and [messageText] fields to contain the mobile number to send to, and the Messagetext to send via pager.

 The message queue service code performs the following actions:

 Message character limit of 222 for pager

Message character limit of 159 for sms

MessageText (Message) - Truncate into separate messages if too long

Check for SMSType, SMSUsername, SMSPassword in message queue configfile

If SMSType = http then send sms otherwise send pager

For pager GetTapSenderHost, GetTapSenderPort

toAddress (mobile number)

fromAddress (sent from number)

2

SMS

The SMS type uses a TAP gateway. I.e. it sends directly to a piece of equipment run by the phone company - It requires a connection to this gateway.  NOT generally available to most  installations - workaround is to set up a report in CallScripter (plain text, sent via SMS) and then insert a Message Queue type of 5 (Report) 
 
This option utilises the [toAddresses] and [messageText] fields to contain the mobile number to send to , and the Messagetext to send via sms.

Message character limit of 222 for pager

Message character limit of 159 for sms

MessageText (Message) - Truncate into seperate messages if too long

Check for SMSType, SMSUsername, SMSPassword in config

If SMSType = http then send sms otherwise send pager

For pager GetTapSenderHost, GetTapSenderPort

toAddress (mobile number)

fromAddress (sent from number)

3

Email

Sends an email from the system  - This option utilises the following keys:

[fromAddress] (mailto)

[toAddresses] (mailto)

[subject] (subject)

[messageText] (body)

MQ service code performs following actions:

Get mailserver, username & password from in message queue config file

Check for GlobalEmailSSLOverride options

Check for BillingFlag

5

Report

The message queue service will:

Check for the following config keys CSMQ_CSConnectionString, CSMQ_ReportsPath, CSMQ_MailServer

Override reporting defaults using the following keys:

[fromAddress] (mailfrom)

[toAddress] (mailto)

[Subject] (subject)

[MessageText] (body)

[ExtraAttachments] – specify a file path location for attachments to be inculded

[ReportID] states which report to run

[SessionList] states which calls to run the report over

6

Phone Call / Script re-pop

This option utilises the following keys:

[fromAddress]

[toAddresses]

[subject]

[Notes]

[Status]

[GroupID]

[SLA]

DDI for message type of 6 (call or script pop) is CallQueueHandler. This determines a “reception script” to pop to then lookup actual scripts to handle the message.

10

Repeat

[Reference] states which Item in message queue to repeat -

runs stored procedure MQ_RepeatMessages and passes in reference

The repeat option disables all current steps that haven't been sent for a given reference and reinsert all steps as new tasks, effectively repeating the escalation process again.