Sending Notifications

Prerequisites

• To send Huawei Cloud SMS messages, contact the tenant administrator to purchase the Huawei Cloud SMS service and complete SMS configuration on the Configuration Center > Access Configuration > SMS Configuration > HUAWEI CLOUD SMS page by referring to Configuring SMS Messages. Huawei Cloud SMS requires that the server has the permission to access the external network.
• To send SMS gateway messages, contact the tenant administrator to configure sender SMS message numbers on the Configuration Center > Access Configuration > SMS Configuration > SMS sender ID configuration page.
• To send conference link SMS messages:
  • Contact the tenant administrator to configure sender SMS message numbers on the Configuration Center > Access Configuration > SMS Configuration > SMS sender ID configuration page.
  • Contact the tenant administrator to configure the Meeting_URL variable on the Configuration Center > Workbench Configuration > Notification Variables page.
  • Contact the tenant administrator to create an SMS gateway message template whose Notification Type is External Notification on the Configuration Center > Workbench Configuration > Notification Template page. The SMS gateway message template must contain the Meeting_URL variable.
  • Contact the tenant administrator to configure the tenant parameter Conference Link SMS Template.
• To send SMS gateway messages and emails, contact the tenant administrator to configure the SMS and email gateways on the Configuration Center > Access Configuration > Gateway Configuration page.
• To send WhatsApp messages, contact the tenant administrator to configure the WhatsApp channel on the Configuration Center > Access Configuration > Channel Configuration page.
• You have been granted the Channel Configuration > Notification Center > Agent Send Notification menu permission.

Procedure

1. Sign in to the AICC as an agent.
2. Send an SMS message.
   1. Click on the Call page when answering a call or making an outbound call.
   2. Send a Huawei Cloud SMS message.
      1. Click Reference Template. On the Select Template page that is displayed, select a configured Huawei Cloud SMS template whose Notification Type is External Notification and click OK.
      2. Enter a recipient number.
      3. Confirm the information and click OK.
   3. Send an SMS gateway message.
      1. Organization Unit: Select an OU to which the gateway SMS message to be sent belongs.
      2. Click Sender ID, select a sender ID, and click OK.

         The sender ID is added on the Configuration Center > Access Configuration > SMS Configuration > SMS sender ID configuration page.

      3. (Optional) Click next to Reference Template. On the Select Template page that is displayed, select a configured SMS gateway template whose Notification Type is External Notification and click OK.
         

         After a template is referenced, you can modify the sender ID, recipient, and variable value, but cannot modify the content.

      4. Enter a recipient number.
      5. Enter the SMS gateway message content.
      6. Confirm the information and click OK.
   4. Send a conference link SMS message.
      1. Organization Unit: Select an OU to which the conference link SMS message to be sent belongs.
      2. Click Sender ID, select a sender ID, and click OK.

         The sender ID is added on the Configuration Center > Access Configuration > SMS Configuration > SMS sender ID configuration page.

      3. Enter a recipient number.
      4. Click OK.

         After the SMS message is sent successfully, the recipient can view the conference link in the SMS inbox and click the conference link to join the conference.

         The conference link can be used only once. If the recipient exits the conference, a new conference link SMS message needs to be sent.

3. Send an email.
   1. Click on the Call page when answering a call or making an outbound call.
   2. (Optional) Click next to Reference Template. Click Select Template. On the Select Email Template page that is displayed, select a configured email template and click OK.
      

      After a template is referenced, you can modify the outbox, recipient, and variable value, but cannot modify the content.

   3. Set Outbox to the default email address configured on the Gateway Configuration page.
   4. In the Recipient text box, enter the recipient email address.
   5. In the Title text box, enter a title.
   6. (Optional) Click , select a local file as the email attachment, and click Upload.

      The supported file formats are DOC, DOCX, XLS, XLSX, TXT, PNG, JPG, XML, JSON, CSV, BMP, ZIP, PPT, PPTX, and PDF.

      The file size cannot exceed 10 MB. A maximum of 10 files can be uploaded.

   7. Enter the email content.
   8. Confirm the information and click Send.

4. Send a WhatsApp message.
   1. Click on the Call page when answering a call or making an outbound call.
   2. Recipient: Select a country and enter a mobile number.
   3. Organization Unit: Select an OU to which the WhatsApp message to be sent belongs.
   4. Set WhatsApp Channel to a WhatsApp channel.
   5. Click WhatsApp Message Template, select a WhatsApp template message created on the Configuration Center > Resource Management > Multimedia Library > Card Template > WhatsApp Template Message page, and click Complete.

      Before creating a WhatsApp template message, create a WhatsApp template on the Configuration Center > Resource Management > WhatsApp Template page.

   6. Confirm the information and click Send.

5. Send an internal message.
   1. Click . On the Notification Center page, click .
      Figure 1 Send a notification
      
   2. Configure the notification content.
      • Type: Select Internal Message.
      • Recipient's Organization: Select an OU to which the recipient belongs.

        This parameter can be configured only when the following requirements are met:

        • The Administrator Send Notification permission in Notification Center is not configured for the current account.
        • Configure the OU permission for the current account by referring to either of the following methods:
          • Configure the read permission for the corresponding accessible OU on the Employee Info page for the current account.
          • Configure the current account as the manager of the selected OU or the manager of the OU at the same level as the selected OU.
      • Recipient: Click Recipient. In the Recipient dialog box, select a recipient and click Complete.
        

        Assign the Query User and Save Employee permissions under Menu permissions > User Management > User Management > Employee to the agent who needs to send internal messages. Otherwise, the agent cannot select recipients.

        OU role:

        • This parameter can be selected when Recipient's Organization can be selected.
          • Common agent: Select a common business account that has been bound to an agent ID under the selected Recipient's Organization.
          • Organization administrator: Select an administrator business account under the selected Recipient's Organization and the OU at the same level.
        • This parameter is not displayed when Recipient's Organization cannot be selected.
      • Recipient Group: Click Recipient Group. In the Recipient Group dialog box, select a recipient group and click Complete.
      • Title: Enter a notification title. The value can contain a maximum of 200 characters.
      • Priority: Select a notification urgency level. The options are Low, Medium, High, and Critical.
      • Notification content: Enter the notification content.
   3. Click Send to send an internal message.
   4. (Optional) Click Save to save the internal message as a draft.