Level up your call center.
A technical primer for Amtelco systems and the NAEO community
Presented by Patrick Labbett
Follow the presentation live!
I turn your call center technical employees into superheroes.
Short Message Service
A moment of silence for T9 predictive texting
Which is correct?
ALL OF THEM!
140 bytes can hold 160 7-bit encoded characters or 70 16-bit Unicode encoded characters
Short Message Service Center
AT OK AT+CMGF=1 OK AT+CMGW="+16146827015" > This is an SMS message! +CMGW: 1 OK AT+CMSS=1 +CMSS: 7 OK
This is how Amtelco's IS SMS Service talks with modems!
AT OK AT+CMGF=1 OK AT+CMGL="ALL" +CMGL: 1,"REC READ","+16146827015",,"06/03/20,00:10:29+31" This is an SMS message! +CMGL: 2,"REC READ","+16146827015",,"06/03/20,00:33:20+42" Hey this is Patrick are you coming to the webinar? OK
DON'T DO IT!
Remove ALL PHI from SMS
* Without significant (carrier-grade) workflow and infrastructure requirements
Using cellular modems to send and receive SMS
A physical cable between your modem device and your computer is connected on a COM port
Trying to move to the cloud? Search for virtual COM ports (or better yet consider an aggregator)
(Still a dinosaur...)
Not practical outside of having fun
GSM/GPRS can only send 6-10 SMS messages per minute
No insight into deliver-ability issues once the SMS message has been sent
Prone to inter-carrier issues
Hard to find compatible combination of modem, SIM, and carrier services
The golden days of unlimited texting in business environments are coming to an end
Wireless Communications Transfer Protocol
What does this mean?
HTTP is everywhere - it's easily scaled, and can be secured using standard TLS website certificates
Think of WCTP as an additional highway lane to access carrier networks.
3rd Party Integrator
"Wireline" to "Wireless" network transactions
<?xml version="1.0"?> <!DOCTYPE wctp-Operation SYSTEM "http://dtd.wctp.org/wctp-dtd-v1r3.dtd"> <wctp-Operation wctpVersion="wctp-dtd-v1r3" wctpToken="1AA"> <wctp-SubmitRequest> <wctp-SubmitHeader submitTimestamp="2020-06-03T18:15:00"> <wctp-Originator senderID="5551234567"/> <wctp-MessageControl messageID="4"/> <wctp-Recipient recipientID="5557654321"/> </wctp-SubmitHeader> <wctp-Payload> <wctp-Alphanumeric> The message to send goes here! </wctp-Alphanumeric> </wctp-Payload> </wctp-SubmitRequest> </wctp-Operation>
STANDARDS-based HTTP interface widely adopted in the telecommunications industry...
Instead of building specific integrations for each provider, Amtelco can use WCTP!
High-volume software-defined SMS conversations
Partner with multiple carriers to provide multiple delivery paths
Tier-1 SMS Aggregator
Connections to the top five carrier networks in the US (Verizon, AT&T, T-Mobile, Sprint, & US Cellular)
Handles carrier failover, retries, multiple carrier connections, redundancy, and simplified integrations.
(So use two aggregators)
Working with SMS aggregators in the Amtelco Intelligent Series platform
Original Aggregator: Integritek (Formerly T3 of Georgia) used a custom-made HTTP API (does not use WCTP)
WCTP 2-Way Interface: Amtelco builds a standards compliant WCTP interface
Infinite Convergence: Amtelco and Infinite Convergence partner on SMS using WCTP interface
First 3rd party integration: TAS Innovations SMS server (swiss army knife)
(Really, this just means WCTP)
Works with Virtual Terminals, too!
|Address||Full WCTP address|
|Auth ID / Auth Code||Sometimes required|
Install Amtelco's WCTPWeb application
The WCTP Terminal Provider Name should match the source in WCTPWeb web.config
If you don't have TLS/SSL enabled on your web-server, you SHOULD NOT continue.
Advanced SMS handling through MergeComm SMS and WCTP triggers
Each provider you wish to accept inbound messages from must have a corresponding WCTPWeb installation.
Sending is much simpler - if you are licensed for WCTP outbound you can setup multiple providers.
As always, consult Amtelco for help!
Open Source SMS aggregator
Please consider supporting open-source development by sponsoring this project!
By NotifUs, LLC
A technical primer for the Amtelco and NAEO communities presented on June 3, 2020 @ 2:00PM Eastern.