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Configuring Two-Way Wireless Messaging Workflows

This section describes in general terms various ways you can configure the workflows for two-way wireless messaging.

The predefined workflow policy, Outbound Wireless Messaging Activity Dispatch Policy, and the workflow process it invokes (specified as the workflow policy action argument) support sending outbound messages to a field service representative, with the Field Service Representative - Wireless responsibility, who has been assigned an activity.

The predefined workflow process, Inbound Wireless Messaging Activity Dispatch, is configured to support processing inbound messages sent as replies from these field service representatives and to support inbound messages sent from the MobileSys Network.

You can configure workflow policies and associated workflow processes to support modifications to this scenario, or to support other two-way wireless messaging scenarios, such as those described in this section.

Using Different Field Data, Labels, or Operators

You can modify your workflows to send outbound messages with different field data or labels, or to support sending messages through different network operators.

To do this, you would need to modify the workflow process to include different content, as necessary, and make corresponding changes to the inbound messaging workflow process.

NOTE:  Including more content in your outbound messages would affect overall performance. The workflow process Outbound Wireless Messaging Activity Dispatch - Short Message is provided as an alternative to the default workflow process, Outbound Wireless Messaging Activity Dispatch, in order to reduce the size of the outbound message and improve overall performance.

In particular, the Message Head, Message Tail, and Message Length properties for the outbound workflow process may need to be modified in order to send messages that meet the requirements of particular network operators. The workflow process checks the message length before sending the outbound message. Messages longer than the defined value will not be sent.

The values for the Message Head, Message Tail, and Message Length properties must be kept consistent in the workflow processes for both outbound and inbound wireless messaging.

NOTE:  The default message length and the !B! and !E! strings for the message head and tail, respectively, support sending messages through AT&T Wireless.

Sending Messages Based on Different Assignment Scenario

You can modify your workflows to send outbound messages when a service request is assigned, rather than an activity, or when an activity or service request is assigned to a user with a different responsibility than Field Service Representative - Wireless.

To do this, you would need to modify the workflow policy and generate triggers accordingly, modify the workflow process to include different content, and make corresponding changes to the inbound messaging workflow.

If the workflow policy is to support a different triggering condition, you must specify the appropriate column, component, and object in Siebel Tools in order to define the database events to be monitored, then update the workflow policy and associated workflow action accordingly.

For example, you may configure your workflow policy to monitor the database column for the Service Request Owner field.

You may also choose to implement a custom business service that will retrieve field data from the intended business component, such as the Service Request business component. Then, in the Construct Message Body workflow step of the outbound workflow process, you can construct the outbound message body with these fields.

Receiving Inbound Messages with Different Response Content

You can modify your workflows to receive inbound messages with different response content, such as if the outbound message pertained to a service request rather than an activity, or if different response information was required from the recipient of the original message.

To do this, you would need to modify the inbound messaging workflow to accept and process this content.

If you need to parse out additional kinds of data as substrings, you can configure the inbound workflow to do this, using the parseString method of the Mobile Device business service or using a custom business service. The parseString method has the following arguments, of type String:

• Left Token. The left boundary of the substring.
• Right Token. The right boundary of the substring.
• Message Body. The text message from which the substring will be parsed out.
• Mode. Determines which parts of the message body are parsed out.
  • The value "inside" (the default) indicates that the message text that is enclosed between the Left Token and the Right Token should be parsed.
  • The value "outside" indicates that the message text that is not enclosed between the Left Token and the Right Token should be parsed.

In addition to specifying different data to be parse out, the workflow process may need to handle this data differently. You may, for example, invoke subprocesses, custom business service methods, or other means of achieving your business objectives.

For more information about how the predefined inbound messaging workflow processes data and updates activity records, see Activities and Two-Way Wireless Messaging.