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Using Two-Way Wireless Messaging Workflows

Two-way wireless messaging supports scenarios where outbound wireless messages are sent to field service representatives, who then send inbound reply wireless messages to track status. To support these scenarios, two-way wireless messaging uses Siebel workflow policies and workflow processes.

Workflows, which codify business rules defined by your enterprise, are configured using Siebel Workflow features that include the Business Process Designer in Siebel Tools and the Administration - Business Process screen in the Siebel application.

NOTE:  Two-way wireless messaging requires the Wireless Messaging 2-Way driver, provided with Siebel Wireless Messaging. Messages are sent and received as SMS message type.

In a two-way wireless messaging scenario using predefined workflows, a wireless message is sent automatically to a user with Field Service Representative - Wireless responsibility. The wireless message represents an activity record (the dispatch activity) that has been assigned to the field service representative. This representative then responds to the message by accepting or declining the activity, thus completing the two-way communication.

A second activity record (the tracking activity) is used to track the status of the communication associated with the dispatch activity.

To support two-way wireless messaging for Siebel Wireless Messaging, seed data includes predefined workflow policies, an associated workflow action, and associated workflow processes.

• Outbound wireless messages use the Outbound Wireless Messaging Activity Dispatch Policy workflow policy, the associated action Send SMS Message, and up to three workflow processes:
  • Outbound Wireless Messaging Activity Dispatch
  • Outbound Wireless Messaging Activity Dispatch - Short Message
  • Outbound Wireless Activity Dispatch Workflow Proxy

    The "short message" workflow process can be used as an alternative to Outbound Wireless Messaging Activity Dispatch. It delivers shorter outbound messages and may improve overall performance.

    The "proxy" workflow process can be directly specified in the workflow policy action argument; this workflow process in turn invokes Outbound Wireless Messaging Activity Dispatch (or Outbound Wireless Messaging Activity Dispatch - Short Message). The "proxy" workflow process effectively allows the Outbound Wireless Messaging Activity Dispatch workflow process to be invoked asynchronously, which may improve overall performance.

• Inbound wireless messages use the Inbound Wireless Messaging Activity Dispatch workflow process.

For more information about using workflow policies, workflow processes, and related server components, see Siebel Business Process Designer Administration Guide.

For more information about working with Siebel Tools or Siebel business services, see Configuring Siebel eBusiness Applications, Using Siebel Tools, and Siebel Developer's Reference.

For more information about working with Communications Server components, see Administering Siebel Communications Server.

For more information about working with response groups, see Siebel Email Response Administration Guide.