Route Manager

Route Manager
Route Manager™
Customer Message
Centre
Communications for the 21st
Century
Advantage Route Systems, Inc.
We deliver, so you can!
Version 2.0
Windows Server/7/8
Customer_Message_Centre.docx
Chapter 1 – Overview  2
Copyright © 1994-2015 by Advantage Route Systems, Inc. All
Rights Reserved.
Printed in the United States of America.
Advantage Route Systems, Inc. Proprietary
Advantage Route Systems, Inc.
3201 Liberty Square Parkway
Turlock, CA 95380
Phone: 209.632.1122
Toll Free: 888.294.7688
Fax: 209.632.6868
Web site: www.AdvantageRS.com
Email: [email protected]
Warning
All information in this document and the on-line help system, as well as
the software to which it pertains, is proprietary material of Advantage
Route Systems, Inc. and is subject to a Route Manager license and nondisclosure agreement. Neither the software nor the documentation may
be reproduced in any manner without the prior written permission of
Advantage Route Systems, Inc.
Specifications are subject to change without notice.
Software Version 2.0, October 30, 2015.
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Chapter 1 – Overview  3
Contents
Chapter 1 – Overview
1
Introduction
Why would I use it?
How it Works
What You Will Need
Voice Services
1
1
2
2
3
Route Voice 2000
SMS Services
Fax
Email
Version Availability
Summary
Chapter 2 – Setting up the Message Centre
Introduction
Purchasing Points for the CMC Module
Step 1:
Step 2:
Step 3:
Confirmation of Purchase
3
3
4
4
4
5
7
7
8
8
9
11
11
Additional Setup Items in RM
12
Summary
20
Contact Via Codes
Local Settings for PostScript and GhostScript
Choose a Language, Voice, & Caller ID for Message Centre
Chapter 3 – Templates
12
16
17
21
Introduction
Template Locations
21
21
Creating a Template
SMS Template Examples
Automated Voice Call Template Examples
Fax Template Examples
Email Template Examples
Where You Can Use Templates
23
26
27
28
29
30
Sample Templates
Custom Templates
Chapter 4 – Daily Processing
Introduction
What can you do with the CMC?
How to generate data from the CMC
Sending Messages via Generate Messages Screen
Saving Template Layouts for CMC
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21
22
31
31
31
31
31
38
Chapter 1 – Overview  4
Setting Up Automated Messaging for CMC
42
What happens from here?
45
One-Time Messages
Customer Replies
Keeping on top of your data
Tie-in to eStoreFront
Summary
49
51
53
53
53
Notification Emails
CMC Status Screen
Status Report
45
47
48
Chapter 5 - Including Flyers/Promos in Faxes and Emails
Introduction
Overview
Saving in PDF Format
Attachment File Location(s)
Conclusion
55
55
55
56
57
Chapter 6 – Additional Configuration Options
59
Overview
Additional Settings
Conclusion
59
59
60
Chapter 7 – Help
61
Overview
61
Appendix A – Variables for Communication Templates
63
Introduction
Variables that can be used in a Template
63
63
CMC Areas Key:
63
Appendix B – Manual CMC Service Setup
75
Introduction
Setup
75
75
Port Information
77
Appendix C – Questions and Answers by Delivery Method
Introduction
General
Voice
SMS
FAX
Email
Index
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79
79
79
80
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81
81
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Chapter 1 – Overview  5
Chapter 1 – Overview
Introduction
1.
2.
3.
4.
The Customer Message Centre is a powerful tool that
lets you communicate with your customers more
effectively. It is a multi-purpose interface that will let
you send important messages via a number of different
venues:
Voice
SMS
Fax
Email
This module is built in to every Route Manager system.
It utilizes web based products so you will not need any
hardware in your office. It is perfect if you have your
Route Manager hosted on one of our cloud servers.
Why would I use it?




You can use the Customer Message Centre (CMC) for a
wide variety of purposes. This would include a variety
of communications including messages relating to:
Marketing
Operations
Finance
Other
The only limitation is your imagination. With each new
version, you will be able to do even more. Watch our
newsletters for additional templates as well as other
helpful information to derive more benefit from your
CMC.
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How it Works
By using a single program, you can select to notify your
customers using any of the methods above. Route
Manager will communicate with our cloud based
messaging service and contact your customers for you,
based on the template you provide, using the method
supplied for each account.
There is even a video that you can watch that describes
the product in visual format. You can reach the video
by going to this web address:
http://www.advantagers.com/modules/customermessage-centre/.
What You Will Need
1.
2.
3.
4.
Before you can generate SMS messages, faxes, email,
etc. you will need to:
Sign up for the service.
Set up your contact methods (Contact Via Codes).
Assign those codes to the accounts you wish to
contact.
Create your templates.
The first three items are covered in detail in Chapter 2.
Templates are covered in detail within Chapter 3.
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Voice Services
With the Voice services, you can create a message that
will be read to your customer as they are called. It
employs sophisticated text to voice technology that
provides a clear message to your customer – all
without the need to record anything yourself! You can
even create a template of what you wish to tell your
customers and have it use a similar but unique message
for every call.
The following areas have been converted to use CMC
for Automated Voice Services:
1. Customer Message Centre > Generate Messages.
2. Customer Info Contact, Credit Contact, Marketing
Contact & Route Contact Phone Number Fields via the
Telephone
Icon.
3. Customer Info Contact, Credit Contact, Marketing
Contact & Route Contact Cell Phone Number Fields via
the Telephone
Icon.
Route Voice 2000
Many of our customers have used the Route Voice 2000 tool for
many years. If you have a working Route Voice System, you can
continue to use this method of notifying your customers. Nothing
has changed. However, if you decide to no longer use the Route
Voice System, you can also use the Voice services portion of CMC
at any time. Please also note, that Route Voice 2000 is also no
longer supported, and if assistance is needed you will be requested
to use CMC instead.
SMS Services
SMS – short messages sent directly to your cell phone,
or better known as a “Text Message” can be sent to
your customers as well. This will let you send
reminders to your customers on their mobile phones.
The following areas have been converted to use CMC
for Automated Voice Services:
1. Customer Message Centre > Generate Messages
2. Customer Info Contact, Credit Contact, Marketing
Contact & Route Contact Cell Phone Number Fields via
the SMS
Icon
This is a convenient way of sending short reminders.
You will be able to set up templates for messages or do
ad hoc notices as well.
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Fax
1.
2.
3.
4.
Built in to the Customer Message Centre is complete
functionality to send faxes directly to your customers.
This can be done from within many different programs.
The following areas have been converted to use CMC
for Faxing:
Customer Message Centre > Generate Messages
Reports
Invoice Reprint Report
Statements and Open Item Statements
5. Customer Info Contact, Credit Contact, Marketing
Contact & Route Contact Fax Phone Number fields via
the Fax
Icon
6. Customer Contacts > Camera and Scanned Documents
7. Route Delivery Schedule
8. Invoices and Adjustments (RMA Only)
9. Payment Entry (RMA Only)
10. Customer Information Invoices Tab
All of these faxes go out over the web and then to the
telephone network. You are not required to have any
equipment in your office in order for this to happen.
Email
Companies often find that when sending email
announcements that the email sending company puts
restrictions on the number of emails that may be sent
in an hour or day. With CMC, you can bypass these
hourly/daily restrictions. You can also track if your
emails were opened by the customer or not.
All emails from the Route Manager system now go
through the CMC system. Emails generated from
anywhere within RMA are free and do not use CMC
credits.
Version Availability
Beginning with Route Manager Advanced Version 6.22
R1 and Route Manager 2000 Version 11.3.7 you will
find the Customer Message Centre features.
You must be using one of these versions to take
advantage of this tool. If you are on a support plan,
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Chapter 1 – Overview  4
you can upgrade for free. If you are not, contact our
sales team.
Some of the features mentioned in this document may
only apply to newer versions of the software. It is
always best to make sure you are on the latest version
to have access to all the features mentioned.
Summary
This is a powerful tool that will help you communicate
with your customers more frequently and effectively.
By using these tools appropriately, you can create a
great relationship and partnership with your
customers.
By combining the process onto a single utility, it makes
executing the communication much easier. Thus, you
tend to communicate more frequently which keeps you
in front of your customer.
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Chapter 1 – Overview  5
Chapter 2 – Setting up the
Message Centre
Introduction
1.
2.
3.
4.
This section will guide you through the process of
setting up the Customer Message Centre (CMC) for
your business. This will include the following:
Getting points and connected to the CMC network.
Setting up Contact Via Reasons.
Putting the Contact Via Codes onto customer accounts.
Creating templates that you can use (and reuse) for
sending form letters.
You will also find helpful information as you progress
with the product to derive maximum benefit from the
product.
NOTE: You can do the entire setup process without
any intervention or assistance from ARS staff.
However, we will be here to help you, should you
need assistance.
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Purchasing Points for the CMC Module
To get started, you need to go into your Route
Manager program. This will begin a simple three step
process.
Your points are used for Faxes, SMS and Voice
Messages. All CMC Email is FREE and do not use points
(ie. Statements, invoice copies, emails from Customer
Information tabs, afternoon reports, etc.).
Navigate from the main menu to the Modules >
Customer Message Centre > Mange my CMC Points
screen to register for the module and secure your first
set of points.
NOTE: If you cannot see the Customer Message
Centre or Manage my CMC Points options on the
menu, please adjust your Security Level Codes
(Under Lists > Employee Setup) to allow access.
Step 1:
On the first screen, you will choose a Plan which will
define the number of points that you would like to
acquire to get started. As you select a plan, details of
the plan will appear on the right hand side of the
screen.
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Simply choose the plan that best meets your needs.
Typically it is cheaper to buy a larger bundle of points
as the cost per point goes down. Your points never
expire and you can use them for as long as you are
signed up for a plan.
Note: If you have been provided with a Free Trial
Code, enter the Code in the Free Trial box, followed
by your email address. No plan is selected and a
credit card is not required (billing tab skipped
altogether). Once you run out of promotional points,
you will be notified so you can sign up for a new
plan.
Step 2:
After you choose your Plan, you will need to enter your
credit card billing information and choose if you would
like to automatically renew your plan when you are low
on points. If you would like to automatically renew, you
will need to set a threshold point value. Once your
account goes below this value, your plan will be
renewed and the new points added to your account.
We recommend a threshold level of 10% of your
current plan.
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Enter other billing information so you can proceed to
the next screen. All fields must be filled out. If not, you
will see an exclamation mark next to the field. Please
enter the missing data prior to going on to the next
screen.
Note: If you have been provided with a Promotional
Code, please enter it into the corresponding area
before proceeding.
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Step 3:
After entering the Billing details and selecting the Next
button, you will be brought to the Shopping Cart
Summary screen. This will show you the following:
1. Details of the Plan you selected
2. Billing Information
3. Terms of Service
Please review the Terms of Service, and if you agree,
please select the box indicating you have read and
agree to them.
Then, click on Sign Up Button.
Confirmation of Purchase
After selecting the Sign Up button on the Shopping Cart
screen, the credit card provided will be billed. If it is
successful a confirmation screen such as the one below
will be displayed. You may begin to immediately use
the CMC in the Route Manager program.
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If the card information provided is declined, you will
see a message similar to the one below. Please double
check that you entered the proper credit card
information, billing address, etc. You may want to use
a different credit card if the first one was declined.
You must have an authorized credit card in order to
purchase a CMC points plan.
Additional Setup Items in RM
Once you have your points, you will be ready to set up
additional items within Route Manager. This will
include:
1. Contact Via Codes.
2. Local Settings for PostScript & GhostScript.
3. Choose a Language and Voice for Message Centre
messages.
Contact Via Codes
Establishing the Contact Via Codes is a two-step
process. This involves:
1. Creating all required Contact Via Codes.
2. Applying the codes to each customer account.
Creating Contact Via Codes
Each different communication method (i.e. Fax, SMS,
and Voice) will require a Contact Via Code. You will
need at least one code per method, but optionally can
setup multiple codes depending on your needs. Each
customer can be given up to TWO codes.
1. In Route Manager, navigate to the Lists > Customer Setup
Codes > Contact Via Codes screen.
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2. Once in the Contact Via Codes screen, select the Add
button to create a new communication method.
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3. Enter an alphanumeric (0-9 or A-Z) for the Via Code, a
Description and then choose a Type for this Contact Via
Code.
Note: Only certain codes can be used with the Contact
Message Centre. These are marked with a blue asterisk.
Then choose the Save button if you do not need to add
any more or Save & Add button to continue entering more
codes. Repeat for each communication type you would
like to set up.
Applying Codes to Customers
After you have created the Contact Via Codes, you’ll
need to assign them to each customer you wish to
contact. This can be easily done from within the Route
Information tab in Customer Information.
1. Locate the Lists > Customer Information screen, and
navigate to the Route tab.
2. Locate the Contact Via items on the screen (RMA example
shown):
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3. Select the Modify button on your menu.
4. Press the drop down button located next to the Contact
Via code fields. Choose an available Contact Via code from
the list. Both Contact Via codes are not required, you may
choose to only use one code at a time. This depends on
how many ways a customer wishes to be contacted by
your company.
5. After the Contact Via codes are selected, select the Save
button to save this stops settings.
6. Repeat for each additional customer.
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Local Settings for PostScript
and GhostScript
Customer Message Centre also relies on a couple of
other settings that are defined in Local Settings, and
must be set up for each Route Manager user.
NOTE: These settings may already be established, as
emailing in general from previous versions of RMA
required them. But we suggest still confirming they
are completed.
If you navigate to File > Local Settings and then the
Printers tab, you can see whether or not these are
already configured. Locate the Postscript Printer and
Path to Ghost Script items on the screen. If these are
filled you can likely proceed past this step. If they are
blank proceed to the install instructions below.
Install the PostScript Printer &
Path to Ghost Script
The instructions for this process can be found in this
Knowledge Base article on our Support website:
http://ars247.com/?p=484
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Choose a Language, Voice, &
Caller ID for Message Centre
By default, the Customer Message Centre system uses
the English language as well as a Male voice. You can
override these defaults by following these instructions.
You can also set the Caller ID feature to show your
business phone number. This feature is ONLY
compatible with Automated Voice Calling at this time
and will not work for SMS Text Messaging.
1. Navigate to the Modules > Customer Message Centre >
Setup screen.
2. Select a Voice option from the Voice dropdown
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Chapter 2 – Setting up the Message Centre  17
3. Choose a Language from the dropdown.
Note: Language is simply the accent used when using
the Automated Voice Calls. Your template will also
need to be written in the language(s) you prefer.
4. Select Edit CMC Advanced Communications Configuration
to set your Caller ID phone number.
5. At the bottom of this screen, input the Phone Number you
would like to use.
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Chapter 2 – Setting up the Message Centre  18
6. Select Add/Update button. You will see a pop-up box,
giving you a Verification Code. You will immediately
receive an automated call to this phone number and you
will be required to input this Verification Code to verify
your Caller ID phone number. Click OK when finished.
7. Select the OK button to save the changes.
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Chapter 2 – Setting up the Message Centre  19
Summary
This completes the setup portion of the Customer
Message Centre features. There are various types of
methods you can utilize to stay in communication with
your customers. Utilizing these features will always
keep your customers up to date with schedule changes,
notifications, etc.
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Chapter 2 – Setting up the Message Centre  20
Chapter 3 – Templates
Introduction
1.
2.
3.
4.
One of the most powerful tools to using the CMC is the
ability to set up templates that customize the program
for your messages. Templates can be used in all
aspects of the program including:
SMS
Automated Voice Call
Fax
Email
You can use the templates provided or you can change
them to meet your exact needs. You may want several
different formats for each branch, or group of
customers. The possibilities are endless and you can
communicate the exact message you need for each
occasion.
Templates also allow you to define ‘variables’ in them,
which will automatically insert a bit of customer data
from the account. You can insert items such as the
customers contact name, current balance, last
payment, etc. For a full list of available variables, see
Appendix A.
Note: Not all variables are able to be used from all
sections of Route Manager. Refer to Appendix A to
see what variables are available.
Template Locations
Sample Templates
When you installed your new Route Manager version,
you were automatically given Sample templates that
you could use for examples.
These templates are located within the
CMC_Sample_Templates folder inside the Route
Manager folder.
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Chapter 3 – Templates  21
Note: A quick way of finding this folder is to Right
Click on your shortcut to Route Manager, choose
Properties, then Open File Location. This will open
Windows Explorer to the RMA folder, and then
choose the CMC_Sample_Templates folder, and last,
the template type of choice you would like to
edit/create.
The templates are separated by folders for each
message type.
Then, within each Message Type folder, you’ll see the
sample template(s) provided.
Custom Templates
When you create your own custom templates, you will
want to place them in the CMC_Templates folder inside
the Route Manager Data folder. This way they are
automatically backed up with Route Manager.
This folder will have already been created for you.
Note: A quick way of finding this folder is to Right
Click on your shortcut to Route Manager, choose
Properties, then Open File Location. This will open
Windows Explorer to the RMA folder, and then
choose the Data folder, then select the
CMC_Templates folder, and last, the template type
of choice you would like to edit/create.
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Chapter 3 – Templates  22
We suggest that the templates are separated by folders
for each message type.
Then, within each Message Type folder, you can store
your custom template(s).
Creating a Template
The templates created and edited will be simply made
in Microsoft’s standard text editor (Notepad). Standard
punctuation should be used (commas, periods, $ signs).
Creating a Template
The simplest way to create a new template is to copy a
sample template from the CMC_Sample_Templates
folder, paste it into the CMC_Templates folder, rename
it, and edit the details of the template in Notepad.
Note: The Sample templates provided are NOT
RECOMMENDED to be used. They contain a warning
at the top, and will also be overwritten upon every
Route Manager update. The following instructions
will walk you through making a copy of this template
for customer use.
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Chapter 3 – Templates  23
1. As discussed in the previous section, navigate to the
CMC_Sample_Templates folder and then the Message
Type folder you wish to create a new template for.
2. Select the Sample template by with a left mouse click.
3. Next, you want to Copy the template. You can do this
multiple ways:
a. Press the CTRL and C keys on your keyboard at the
same time.
b. Right Click the selected sample template and
choose Copy.
c. Select the Edit menu item at the top of the
window and then choose Copy from the drop
down list.
4. Then you will want to navigate to the template folder in
the CMC_Templates folder, by going to the Route
Manager Folder, then the Data folder, Then the
CMC_Templates folder, and then choose the Message
Type folder.
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Chapter 3 – Templates  24
5. Then you will want to Paste the template in the folder. You
can also do this multiple ways:
a. Press the CTRL and V keys on your keyboard at
the same time.
b. Right Click the empty area below the sample
template and choose Paste.
c. Select the Edit menu item at the top of the
window and then choose Paste from the drop
down list.
6. You should now see the file you pasted on your screen.
7. Now we will want to rename the file to something of your
choice. We recommend using the reason for the template
as part of the name to make it simple for users to
distinguish the different templates. You can rename the
file by selecting the item, and pressing the F2 key on your
keyboard.
8. Next, double click on the newly named file, and if
requested, choose to open the file in Notepad.
Note: The first time you attempt to open the file
Windows may not know what program to use.
Choose the option to Select a Program and choose
Notepad from the list of options. This may vary
slightly by OS.
9. Once the template is open in Notepad, you can make
adjustments as necessary. All text in the file WILL be sent
to the customer, so make certain if you copied from a
sample template, you remove the warning at the top.
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Chapter 3 – Templates  25
Note: Variable items are indicated by the brackets [ ].
This data will be populated automatically for each
individual account when the message(s) are generated. A
full list of variables is defined in Appendix A.
10. Once you are satisfied with the template, select File then
Save.
11. Repeat as necessary for the other templates.
SMS Template Examples
SMS Templates, or Text Messages can be used to send
short notifications to customers cell phones. A text
message allows for 160 characters to be sent to the
customer per message. Keep this in mind when
creating your templates. If you go over the 160
character mark, the system will automatically split it
into two messages for you. SMS templates will be
indicated by the “.SMT” file type.
NOTE: A maximum of 640 Characters (including
spaces) is allowed per SMS Notification messages.
Every 160 characters will be automatically split into
its own message to a maximum of 4 messages. If
more than 640 characters are found, the message
will be marked in the Status screen and in the
confirmation email that it exceeded the maximum
character limit.
Example Template for reminding a customer of their
upcoming delivery:
Hello [ROU_CONT], this is a reminder that your next
delivery from [COMP_CNAME] is scheduled for
[ROU_NXDDAY]. Questions? Call [COMP_PHONE] or
Reply! Thank you!
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Example of what the Customer would receive:
Hello John Smith, this is a reminder that your next
delivery from Advantage Ice is scheduled for
8/15/2014. Questions? Call 209-632-1122 or Reply!
Thank you!
Note: The example above is 160 characters in length.
Automated Voice Call Template
Examples
Automated Voice Messages can be used to call a
customer and deliver a message to them. The system
will automatically convert the text to a voice phone call.
Voice templates will be indicated by the “.AVT” file
type.
NOTE: A maximum of 1500 Characters (including
spaces) is allowed per Automated Voice Notification
messages. That roughly equates to about a one and
a half minute call. If more than 1500 characters are
found, the call will be marked in the Status screen
and in the Confirmation Email that the maximum
character limit has been exceeded.
Example Template for reminding a customer of their
upcoming delivery:
This call is an automated message from
[COMP_CNAME], You can contact us at
[COMP_PHONE].
Hello [ROU_CONT], I am calling from [COMP_CNAME]
to let you know that your next delivery is scheduled
for [ROU_NXDDAY]. If you would like to have a
payment ready, your current balance is $[CFIN_TDUE].
If you have any questions, you can call
[COMP_PHONE]. We appreciate your business, thank
you.
The customer would then receive a normal telephone
call from the automated system. If the customer
doesn’t answer and they have a Voice Mail Box or
Answering Machine, the message will be left for them.
Example of what the Customer would receive:
This call is an automated message from Advantage Ice,
You can contact us at 209-632-1122.
Hello John Smith, I am calling from Advantage Ice to
let you know that your next delivery is scheduled for
8/15/2014. If you would like to have a payment ready,
your current balance is $42.35.
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Chapter 3 – Templates  27
If you have any questions, you can call 209-632-1122.
We appreciate your business, thank you.
Note: The example above is 385 characters in length.
Fax Template Examples
Fax Templates can be used to contact a customer via Fax. This
is a great choice for sending a copy of an invoice, statement or
reminding them of their next delivery. The system will
automatically convert the text in the template and include it
on the Cover Page of the fax. Fax templates will be indicated
by the “.FXT” file type.
Example Template for reminding a customer of their upcoming
delivery:
You will need to copy this template formatting to produce a
fax message correctly.
Example received:
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Chapter 3 – Templates  28
Email Template Examples
Email Templates can be a great, simple way to contact
a customer. This is also a great choice for sending a
copy of an invoice, statement or reminding them of
their next delivery. The system will automatically
convert the text in the template and include it in the
body of the email. It will also recognize all HTML
format. Email templates will be indicated by the
“.EMT” file type.
Note: In order for the system to properly track email
“Clicks” (ie. when a customer clicks on a website link
within your email) it will need to be properly
configured in HTML tags, such as this example: <a
href="http://www.advantagers.com">
www.advantagers.com </a>.
The full HTTP address must be entered in quotes
following the href= tag. The text shown in between
the > and < markers is the visible text the customer
will see. Also see example screenshot below.
Example Template (In HTML format):
<html><head><title>[COMP_CNAME]</title></head>
<body>
<b><u>Hello [ROU_CONT]:</u></b> <br />
</p>
This is an automated reminder letting you know that
your next delivery from [COMP_CNAME] will be on
[ROU_NXDDAY].
<br />
If you would like to have a payment ready, your current
balance is $[CFIN_TDUE].
<br />
If you have any questions, you can call [COMP_PHONE].
<br />
We appreciate your business, thank you.
<br />
<br />
<br />
<br />
This message was intended for [ROU_CONT] at
[ROU_CNAME].
Customer_Message_Centre.docx
Chapter 3 – Templates  29
<br />
If you are not the intended recipient, please disregard
this message.
<br />
<p>
[COMP_CNAME] <br />
[COMP_CADD1] <br />
[COMP_CSTAT], [COMP_CZIP] <br />
Phone: [COMP_PHONE] <br />
EMail: <a
href="mailto:[COMP_EMAIL]">[COMP_EMAIL]</a> <br
/>
Website: <a
href="http://www.advantagers.com">www.advantage
rs.com</a>
</p>
</body>
</html>
Example received:
Where You Can Use Templates
Currently templates are only supported within the
Modules > Customer Message Centre > Generate
Messages screen and within the One-Time Icons
located within the various Customer Information
screens. These screens are explained more in the
following chapter.
Customer_Message_Centre.docx
Chapter 3 – Templates  30
Chapter 4 – Daily
Processing
Introduction
In this section, we describe the daily processes that will
take place as you use the Customer Message Centre
(CMC). The daily processes are generally quite simple
and you will find that there is a high degree of
flexibility.
What can you do with the CMC?




Send upcoming delivery reminders.
Send one time messages to customers.
Send Invoices or Statements to customers (Fax or
Email).
Send Reports to other branches, colleagues, or even
customers (Fax or Email).
How to generate data from the CMC
Generating the notification messages from Customer
Message Centre is quite easy. The following section will
define how to send messages from CMC, as well as
how to save various CMC Layouts as templates for ease
of use.
Sending Messages via
Generate Messages Screen
NOTE: There are 3 different types of Contact
Methods in this screen and each have slightly
different search criteria that can be used, as well as
individual Layout Templates. Each use different
fields to obtain its contact information as well:
Delivery: Uses the Contact Information from the
Route Tab in Customer Information.
Accounting: Uses the Contact Information from the
Info Tab in Customer Information.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  31
Marketing: Uses the Contact Information from the
CMC Settings button on the Credit Tab in Customer
Information. But can also be selected to use either
the Route or Accounting Contact.
1. Navigate to the Modules > Customer Message Centre >
Generate Messages screen.
2. You can use the various filters on this screen to narrow
down your customer base you would like to send
messages to. In our example, we will be notifying all
customers on route of tomorrow’s upcoming delivery.
Thus, we will only be using the Date and Route filters.
3. Select Tomorrows Date.
4. Select the Route range.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  32
5. Select your Template(s) by pressing the […] button, which
will open the Browse window to help you find your
template folder and templates.
NOTE: The templates on the corresponding browse
screen will be automatically filtered based on the
Template type you selected. Note the only template
shown below is the .EMT (Email) template, as we
chose the […] button next to the Email Template
line.
6. Navigate to your Template Folder, which will display
available templates to be used. By default, you will be
taken to the RMA > Data > CMC_Template folder, then the
specific message type you selected.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  33
7. Click on a template to be used and press the Select button
to choose it.
8. Once selected, it will show on the CMC Screen.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  34
9. Repeat for each additional Communication Method
Template.
10. Now all the settings are in place to notify all customers
scheduled for delivery on 05/01/2015 on all routes.
NOTE: If you would like to save these settings for
future use, so as not to have to re-select all the
templates/criteria (except date) the next time you
want to run a similar batch of notifications, you can.
See the section below labeled Saving Template
Layouts for CMC.
11. Now that the criteria has all been selected and templates
chosen, we can choose to hit the “Preview” button to see
what the results of this process will be, without actually
sending them. Simply press the Preview button.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  35
On the Delivery Tab of Generate Messages, the
following fields are used when sending a customer
notification:
Email: The Email Address located on the Route Tab in
Customer Information.
Fax: The Fax number located on the Route Tab in
Customer Information.
SMS: The Cell Phone number located on the Route Tab
in Customer Information.
Automated Call: The Contact Phone number located
on the Route Tab in Customer Information.
12. This will bring up a preview of the results, which note the
customer, contact method, etc. of each customer that
match the searched criteria.
13. You may close the preview and make any adjustments
necessary. Once you are ready to proceed with the
Notification Messages, press the green START
button
on your Customer Message Centre screen.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  36
14. Once completed queuing up the notification message, a
results report will be shown on the screen.
15. From this point, the Service that automatically monitors
the Message Centre files will send the queued items to the
Message Centre services to be delivered to the accounts
via the Connection Methods selected. You can see that
status of these messages at any time by opening the
Status Monitor, located under Modules > Customer
Message Centre.
Example Notification / Variable
List icons
On the Generate Messages screen you will notice two
icons next to each template:
Example Message: Select this option to pull up one
of the resulting accounts messages, with the Variables
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  37
converted to see exactly what the customer will
receive:
Variable List: Select this option to pull up the
available Variables that can be used. This list will also
show the converted values for one of the accounts in
your criteria so that you may see what the results
would look like if one of the variables was used. Refer
to Appendix A for more info on Variables.
Saving Template Layouts for
CMC
Generally when sending out notifications to customers,
we’ll be using very similar settings each time. We can
save time by saving a specific “Layout” as a CMC
template. This will allow you to open the CMC Screen,
and select a layout template and have everything but
the Date pre-filled in for you.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  38
Saving a Template Layout
1. Once you have the specific criteria and all the required
templates selected on the Generate Message screen,
choose the Save button in the Selection Criteria section to
open the Save As window.
2. Enter a name for this Template Layout and then choose
the Select button to save it.
3. Notice the screen shows you what template layout you are
currently using (if one was selected):
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  39
Selecting a Previously Saved
Template Layout
1. To select a template that was previously saved, select the
Open Folder icon located in the Settings section of the
Customer Message Centre screen.
2. This will open the Select Template window. It should
automatically default to your Layout Templates folder.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  40
3. Click on the Template you wish to use and then press the
Select button.
4. This will automatically load all settings for this particular
template, except for the Date. The date will always need
to be set manually before processing the messages.
5. As we can see by the screenshot below, this automatically
loaded all the existing settings we saved for our Route 0
Next Delivery notifications. You can also verify the current
template used, as the name of it is shown on the bottom
of the screen.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  41
6. Once all of your saved criteria are in place on the Generate
Messages screen, select the green START
button to
send.
Setting Up Automated
Messaging for CMC
Automated Messaging allows you to set your CMC
messages to send at a future time and/or date or on a
recurring basis
This makes messaging easy and worry free!
1. To begin, you must save your Template Layout as directed
above. Open saved Template Layout within your Generate
Messages Screen and select the Automated Messaging
button.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  42
2. Click on Schedule to set the time and date the
message will be sent:
3. Use the drop down menu to schedule the
Occurrence of this message:
4. Select the Start Date, Time and Reoccurrence for
these messages and select OK to save:
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  43
5. Now select the Route Date. This is the route date
that the customer will see on their CMC message
and the route date that they are scheduled for.
6. Select the Dynamic Criteria and choose the
amount of days you would like to offset by. The
Preview box will show you what route date will
be used.
7. Choose your option for On Completion and Reply
Address.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  44
8. Once all fields have been filled in, select SAVE. You will receive a
pop-up box letting you know that the workflow has been saved.
You do not need to do anything further; this is now set to
automatically send out at the times you have indicated.
What happens from here?
After the notification messages are sent to the Queue,
the Message Centre service automatically pushes them
to the customers. You can check progress of these from
a couple different areas.
Notification Emails
After a batch of notifications has been process, an
email will be sent to the user who generated the batch
of notifications. This email will contain the details of
what was sent, how many, what methods were used
(i.e. Fax, Voice, etc), credits used and credits available.
An example of the Notification email can be seen
below:
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  45
Note: Notification emails can be disabled by navigating
to Modules > Customer Message Centre > Setup, and
choosing the Do Not Send “Batch Confirmation”
option.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  46
CMC Status Screen
Within Route Manager, you can view the live CMC
Status Screen. This screen shows an ongoing list of
items that are queued, in progress or have been
processed by Customer Message Centre. From this
screen you can filter the results by Date, their Batch #,
Message Type, Status, even find a specific account
number.
From the example above, we can quickly see a lot of
various bits of useful information:
 Who the message was sent to (Acct # /Recipient)
 What type of message it was (Type)
 Where the message came from (Class)
 Current Status of each message (Status Message)
o Emails also show the number of times the
email was “Opened” and the number of URL
Link “Clicks”.
o Voice messages could also include more
detailed status messages such as Answered
by Machine, Answered by Human, etc.
 Who sent the message (Employee)
 Last time this screen was updated (Last Status)
 Number of items by each Status (lower left corner)
 Credits Available on your account (Credits Available)
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  47
Note: This screen automatically refreshes to always
keep you up to date, unless you select the button to
stop auto-refresh.
Status Report
Alternatively, you can use the Status Report to view
status of various notifications. Located under Modules
> Customer Message Centre > Status Report, you can
generate a report based on various criteria options to
see historic results from Customer Message Centre.
Enter your search criteria in the screen above and
preview the report to see the results.
As we can see on the example, an SMS Message, Voice
and Email message (indicated by the Type column)
were successfully delivered (indicted by the Status)
column to the Accounts in question, and to the phone
number/address displayed. We can also see in the
Open/Clicked column if an email was opened or not,
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  48
and if the URL Link inside the email was clicked on. Last,
there is a summary at the bottom of the total number
of messages attempted to be sent for each type, as well
as what was successful being sent.
Note: You can also choose the Detailed Report
option to show the actual Message sent to the
account.
One-Time Messages
Another feature of CMC is sending a “one-time”
message to a customer from within the Customer
Information Info and Route screens. These can be used
to send Voice, SMS, Fax or Email messages to an
account on the fly.
1. Navigate to the List > Customer Information screen.
2. Locate either the Info tab, Credit or Route Tab. Notice the
various icons next to the Phone, Fax and Email fields:
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  49
Automated Voice Call Message Fax Message SMS Message Email Message 3. After selecting one of the available icons, a text box will
appear on your screen to enter your message to the
customer or select from a pre-existing template.
Note: The Subject line section will be automatically
hidden for Voice and SMS messages, as it does not
apply.
4. Enter a message to the customer or choose an available
template. You can also modify the message prior to hitting
the Send button. Press Send when complete.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  50
Note: As you can see in the example above, HTML
code is supported. The HTML code in the above
example (items within the < > brackets) will be
converted over when sent to the customer.
5. The message will then be sent to the Customer Message
Centre Queue and processed just like any other message.
In the example above, an email message will be sent to
the customer.
6. You can check the status of the message from the various
status screens/reports previously mentioned.
Customer Replies
Currently, we support customer responses to SMS and
Email messages.
When a customer receives an email message, they will
be able to respond back to the email address
established on the Employee Setup in RMA that
created the email.
When a customer receives a text message and
responds to it (within 3 days of it being sent), the
system will relay that message back to the company /
person who sent it. The person that originally
generated the message will receive an email notifying
them of a reply, as well as an entry into the Contacts
tab in Customer Information will be added. You can
also sort out these CMC Contact Messages to generate
a list of the CMC text message responses via the
Contact History Messages Report (explained below).
Note: Customer Responses will also use a Text
Message Credit on your account.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  51
Example SMS Response Email Notification sent to the
Customer Service Rep who sent the original SMS
message:
To generate the CMC Responses from SMS Text
Messages, you may go to Reports > Communication
Reports > Contact History Messages.
Make sure that the Include CMC Messages and CMC
Replies Only options are both checked on the screen
below:
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  52
Example CMC SMS Response Report from Contact
History Messages:
Keeping on top of your data
In order to make the most effective use of this
automated process, you need to keep on top of your
data. This means that as customers sign up for email,
you may want to change their Contact Via code.
Tie-in to eStoreFront
Coming Soon!
Summary
The daily processes for contacting your customers are
very flexible and allow you to use various different
templates, layouts, etc. to search your accounts and
send out notifications to them.
Customer_Message_Centre.docx
Chapter 4 – Daily Processing  53
Chapter 5 - Including
Flyers/Promos in Faxes
and Emails
Introduction





Have you ever wanted to send a flyer or promo piece
along with your fax or email communications to your
customers? Now you can!
You’ll be able to send a PDF Attachment of your promo
or flyer with the following types of email and fax
communications in RMA:
Customer Message Centre > Generate Messages
Statements
Invoice Copies
Delivery Calendars
Standard customer emails and faxes from the One
Time icons in Customer Info Info/Credit/Route tabs
Overview
In order to include attachments in general, there are a
few rules that must be followed:
 The attachment must be in a .PDF format.
 The attachment must be saved in the proper folder.
The remaining sections within this document will guide
you through this process.
Saving in PDF Format
In order for the attachment flyer/promo to be included,
you will need to save the flyer in .PDF format. A .PDF
file (Portable Document Format) was invented by
Adobe Systems over 17 years ago, and has become a
staple in internet documents.
In order to save a flyer to the .PDF format, you must
first install a ‘PDF Printer’ on your computer. You can
obtain this tool from a number of free and paid
software titles.
Here are a few recommended sources:
 Adobe Acrobat (Visit Adobe.com for purchasing info)
Customer_Message_Centre.docx
Chapter 5 - Including Flyers/Promos in Faxes and Emails  55

BullZip – A free alternative to Adobe Acrobat that lets
you create a .PDF just by converting a print job sent to
the BullZip PDF printer.
 CutePDF – Another free PDF alternative.
Once you have the PDF tool installed, you will create a
flyer or promotional item in the software you would
normally use (Microsoft Word, etc.). Once you have
completed this document, you will need to convert it to
a .PDF file.
For the above noted PDF Converters, this is done by
simply “printing” the document and choosing the PDF
Printer/Converter that was installed. The program will
then prompt you to save the PDF copy of your
document on your computer.
NOTE: Make note of where you saved the new file,
as you will need to copy the file to another location
later in this process.
Attachment File Location(s)
When sending a Fax or Email from RMA, it
automatically checks a specified folder to see if there
are any .PDF documents to include.
This folder is labeled ‘Attachments’ and can be found
within the RMA root folder -- typically found under
X:\RMA\Attachments. If you are not sure where to find
the RMA folder you can right click on your shortcut to
RMA and choose the Properties option and you will be
able to view the target location on the shortcut tab.
Once you locate the RMA Folder, open up the
‘Attachments’ folder by double clicking on it. You
should have a number of available subfolders.
These subfolders are where you will store your .PDF
promotions/flyers based on the following categories:
 Bulk: This folder is not currently in use -- please leave
empty.
 Calendar: Place your PDF file in this folder to include
the flyer when sending Delivery Calendars.
Customer_Message_Centre.docx
Chapter 5 - Including Flyers/Promos in Faxes and Emails  56

Customer: Place your PDF file in this folder to include
the flyer when sending from the little yellow envelope
next to the Email or the Fax icon next to the Fax
number field in Customer Information.
 Invoice: Place your PDF file in this folder to include
the flyer when sending customers copies of their
invoices from Customer Information > Invoices Tab.
 PreSale: Place your PDF file in this folder to include
the flyer when sending emails via the Modules >
Customer Message Centre > Generate Messages tool.
 Statement: Place your PDF file in this folder to include
the flyer when sending email statements to
customers.
Once the document is placed in the proper folder, it
will automatically be emailed EVERY TIME you send an
email from the corresponding area of RMA. To stop
including the promotional attachment with your
emails, remove the PDF file from the corresponding
folder.
Conclusion
Emailing promotions and flyers are a great way to
effectively communicate with your customers at little
to no additional advertising costs. Using the tools
explained in this document can help you increase your
communication with your customers, provide better
service, and most importantly, sell more products.
Customer_Message_Centre.docx
Chapter 5 - Including Flyers/Promos in Faxes and Emails  57
Chapter 6 – Additional
Configuration Options
Overview
In this section we will discuss additional options found
within the Customer Message Centre Setup screen.
Additional Settings
Locate the Customer Message Centre Setup screen
under the Modules > Customer Message Centre menu
item.
Features:
Do not send “Batch Confirmation” emails: Enable this
option to not have the system automatically send the
confirmation email after each batch has been
processed.
Do not include cover page for Fax Statements: Enable
this option to not include a Fax Cover Page on
statements generated in Route Manager.
Do not include cover page for CMC faxes: Enable this
option to set the default Cover Page setting to “Do Not
Include Cover Page” on the various Fax screens in CMC.
Customer_Message_Centre.docx
Chapter 6 – Additional Configuration Options  59
Send Copy of E-mails to Sender: Enable this option to
automatically send a copy of all emails from CMC to the
Sender of the CMC email as well.
Send Copy of E-Mails to Additional E-Mail Address:
Select this option to specificy a specific email address
that copies of all emails from CMC will be sent to.
Conclusion
The Customer Message Centre program is constantly
progressing. Continue to check back here for reference
of new features.
Customer_Message_Centre.docx
Chapter 6 – Additional Configuration Options  60
Chapter 7 – Help
Overview




This section contains answers to common problems
that companies experience during the setup and
installation process.
At ARS, it is our priority to provide you with the highest
quality of service and support available. We provide
24-hour-a-day, 7-day-a-week telephone support.
How to contact us:
Toll free, 24-7 Telephone Support – 888-294-7688 ext.
544
(Outside the United States at 1-209-632-1122)
Visit the support Web site at http://www.ARS247.com
Email – [email protected]
Fax – 818-478-2819
Customer_Message_Centre.docx
Chapter 7 – Help  61
Appendix A – Variables for
Communication Templates
Introduction
Template Variables can be utilized to pre-configure a
template, and insert specific points of data for each
account, without having to set up a different template
for every account. This allows you to personalize every
message that is sent using a Template, without having
to create a template for each customer.
Variables that can be used in a
Template
The following can be used in your templates. The
following variables can all be concluded if you like.
Ones that are commonly used are in bold for your easy
reference.
To use a variable in your template, simply place the
value in the Name column below within Brackets [ ].
Such as “Hello [ROU_CNAME]” which will be
automatically converted to “Hello Dust Bowl Kitchen”.
For more examples of Variables in use, refer to the
Example Templates section located in Chapter 3.
Note: Not all variables are available to be used in all
areas of the program. Use the “Key” below along
with the Variable Tables list to determine which
variables you are able to use and where.
CMC Areas Key:
The table below contains a column labeled “CMC
Areas”. These are the specific locations in which you
can use each variable within a template. The numbers
below represent each section in Route Manager that a
Template can be used and the column in the list will
indicate which section that variable can be used in.
1 = Generate Messages > Delivery Tab
2 = Generate Messages > Accounting Tab
3 = Generate Messages > Marketing Tab
4 = Customer Info > Info Tab > Contact One Time Icons
Customer_Message_Centre.docx
Appendix A – Variables for Communication Templates  63
5 = Customer Info > Credit Tab > Credit Terms > Credit
Contact One Time Icons
6 = Customer Info > Credit Tab > CMC Settings >
Marketing One Time Icons
7 = Customer Info > Route Tab > Route Contact One
Time Icons
CMC
Areas
RM,
RMA,
Both
RTEIDSORT
1, 2,
RMA
ROUTE_ID
1, 2, 3, 7
Both
ROU_CNAME
1, 2, 3, 7
Both
ROU_CPHONE
1, 2, 3, 7
Both
ROU_ADD1
1, 2, 3, 7
Both
Route Delivery Address Line 1
3100 Spengler Way
ROU_ADD2
1, 2, 3, 7
Both
Route Delivery Address Line 2
Apt #233
ROU_CITY
1, 2, 3, 7
Both
Route Delivery City
Turlock
ROU_STATE
1, 2, 3, 7
Both
Route Delivery State
CA
ROU_ZIP
1, 2, 3, 7
Both
Route Delivery ZIP Code
1, 7
Both
Route Delivery Latitude Value
Name
ROU_LATX
ROU_LATY
Comment
The record ID of the customer
in the Database.
The Account # + Stop ID used
in Route Manager
The Delivery Name on the
Route Tab in Customer
Information.
Phone number on the
PreCalling button.
Sample Value
00000900
00000900
Dust Bowl Kitchen
209-632-1122
95380
38.06774648
1, 7
Both
Route Delivery Longitude Value
1, 2, 3, 7
Both
Default Route
ROU_DAY
1, 7
Both
Default Day Label
B08
ROU_SEQ
1, 7
Both
Default Sequence Number
220
CAL_TYPE
1,
Both
Delivery Schedule Type
ROU_NXDDAY
1, 7
Both
Next Delivery Date
ROU_MSG1TM
1, 7
Both
ROU_MSGBEG
1, 7
Both
ROU_MSGEND
1, 7
Both
One Time Message
One Time Message Starting
Date
One Time Message Ending
Date
ROU_MSGALR
1, 7
Both
ROU_REMIT
1, 7
Both
ROU_SIGREQ
1, 7
Both
ROU_INVCPY
1, 7
Both
ROU_SUPBAL
1, 7
Both
ROU_SUPPRC
1, 7
RMA
ROU_ROUTE
Customer_Message_Centre.docx
Alert Message
Include Remittance Stub on HH
invoice
Signature Required
Number of Invoice copies to be
printed
Suppress Customers Balance
on Invoices
Suppress Cust Price on Invoices
-132.13930084
A
-2
7/22/2014
Place bottles on back Porch.
7/15/2014
7/31/2014
Don’t forget to lock front
gate.
.F.
.F.
1
.F.
.F.
Appendix A – Variables for Communication Templates  64
CMC
Areas
RM,
RMA,
Both
ROU_LSDDAY
1, 7
Both
ROU_SUPTOT
1, 7
RMA
ROU_GRAREA
1, 7
ROU_PO
1, 7
ROU_PO2
Name
Comment
Sample Value
07/14/2015
Both
Last Service Date
Suppress Customers Totals on
Invoices
Customers Group Area Code
Both
Purchase Order Number
1234567890
1, 7
RMA
Purchase Order Number 2
1234567890
ROU_PO3
1, 7
RMA
1234567890
ROU_POCLS
1, 7
RMA
ROU_POCLS2
1, 7
RMA
ROU_POCLS3
1, 7
RMA
ROU_POXDAT
1, 7
Both
Purchase Order Number 3
Purchase Order 1 associated
Product Class.
Purchase Order 2 associated
Product Class.
Purchase Order 3 associated
Product Class.
Purchase Order Expiration Date
ROU_POLIM
1, 7
Both
ROU_POAVAL
1, 7
Both
ROU_MAP
1, 7
ROU_KEYNO
WTR_PH
.F.
A
1
1
1
04/04/2020
0
Both
Purchase Order Limit
Purchase Order Available
amount
Map Page value
1, 7
Both
Key No
6
1, 7
Both
Water PH Analysis
0
WTR_GPM
1, 7
Both
Site Stats – GPM
0
WTR_TSTDAT
1, 7
Both
Site Stats – Test Date
12/15/2015
WTR_TSTLOC
1, 7
Both
Site Stats – Test Location
Back Porch
WTR_WLSRCE
1, 7
Both
Site Stats – Water Source
Well
WTR_EWU
1, 7
Both
Site Stats – EWU
0
WTR_PTSIN
1, 7
Both
Site Stats – Pressure Tank In
0
WTR_PTSOUT
1, 7
Both
Site Stats – Pressure Tank Out
0
WTR_WLDPTH
1, 7
Both
Site Stats – Well Depth
0
WTR_IRON
1, 7
Both
0
WTR_INHOUS
1, 7
Both
WTR_RGNC
1, 7
Both
WTR_RGNTYP
1, 7
Both
WTR_HRDNES
1, 7
Both
Water Analysis - Iron
Water Analysis – No. of
Occupants
Water Analysis – Regeneration
Cycle
Water Analysis – Regeneration
Type
Water Analysis – Hardness
WTR_NITRAT
1, 7
Both
Water Analysis – Nitrates
0
WTR_MNGNES
1, 7
Both
Water Analysis – Manganese
0
WTR_ALKALI
1, 7
Both
Water Analysis – Alkalinity
0
WTR_TANNIN
1, 7
Both
Water Analysis – Tannins
0
WTR_CHLORI
1, 7
Both
Water Analysis – Chloride
0
WTR_TDS
1, 7
Both
Water Analysis – TDS
0
Customer_Message_Centre.docx
0
5
0
0
0
0
Appendix A – Variables for Communication Templates  65
CMC
Areas
RM,
RMA,
Both
WTR_TURBID
1, 7
Both
Water Analysis – Turbidity
0
WTR_IRNBAC
1, 7
Both
Water Analysis – Iron Bacteria
0
WTR_HYSULF
1, 7
Both
Water Analysis – Hyd. Sulfate
0
WTR_OTHER
1, 7
Both
Water Analysis – Other
0
ROU_EMAIL
1, 3, 7
Both
Delivery Email Address
[email protected]
1, 2, 3, 7
Both
Contact Via Code
S
ROU_DINSTR
1, 7
Both
Driver Instructions
Back Porch
ROU_SINSTR
1, 7
Both
Site Instructions
Park in alleyway.
ROU_OPNHRS
1, 7
RMA
Open Hours
5:00am – 5:00pm
ROU_IMSG
1, 7
Both
Invoice Message
ROU_STIME
1, 7
Both
Start Time
7:00 am
ROU_ETIME
1, 7
Both
End Time
5:00 pm
PRE_NOCALL
1, 7
RMA
Precalling Do Not Call
.F.
ROU_LANG
1, 7
Both
Precalling Language
E
REL_LEVEL
1, 7
Both
Release Level
2
USE_PLVL
1, 7
Both
Use Price List
.F.
PRICE_LVL
1, 7
Both
Assigned Price List
0
PROMO_LVL
1, 7
RMA
Promotion Level
0
STAX_ID
1, 7
Both
Sales Tax ID
QTY_DISCNT
1, 7
RMA
Use Quantity Discount
.F.
ROU_C_PHN
1, 2, 3, 7
Both
Delivery Contact Phone
209-632-1122
ROU_CELL
1, 2, 3, 7
Both
Delivery Cell Phone
209-888-8888
ROU_PHONE
1, 2, 3, 7
Both
Delivery Phone
209-632-1122
ROU_PHEXT
1, 7
Both
Delivery Phone Extension
ROU_FAX
1, 2, 3, 7
Both
Delivery Fax
ROU_CONT
1, 2, 3, 7
Both
Delivery Contact Name
1, 7
RMA
TICKETNUM
1,
RMA
INVH_NO
1,
RMA
PKGID
1, 7
Both
Inactive Stop
Delivery Order Ticket Number
for this delivery
Assigned Invoice Number for
this delivery
Package Plan ID
ADDTL_ACCT
1, 7
RMA
Additional Account Number
000256
ALTINVLBL
1, 7
RMA
Use Alternate Invoice Label
.F.
DYNAMICHDR
1, 7
RMA
H4H
CALKEY
1,
RMA
FRM_TIME1
1,
RMA
Dynamic Header Code
Internal Delivery Schedule
Record ID
Open Time – From 1
Name
VIA_CODE
INACTIVE
Customer_Message_Centre.docx
Comment
Sample Value
Please contact the office.
M00
X566
209-632-6868
Carolyn
.F.
123456789
313427719
00564985
4180E4EQG
5:00 AM
Appendix A – Variables for Communication Templates  66
CMC
Areas
RM,
RMA,
Both
TO_TIME1
1,
RMA
Open Time – To 1
5:00 PM
FRM_TIME2
1,
RMA
Open Time – From 2
5:00 AM
TO_TIME2
1,
RMA
Open Time – To 2
5:00 PM
FRM_TIME3
1,
RMA
Open Time – From 3
5:00AM
1,
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
2, 3, 4, 5, 7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
RMA
Open Time – To 3
Use Customer Level PO
Number
5:00 PM
Name
TO_TIME3
USECUSTPO
PO
PODATE
POLIM
POAVAL
STMTBILLEQ
CUST_ID
MAST_ACCT
MAST_AC_ST
FNCH_ID
STMT_ID
CRCLS_ID
CUST_TYPE
CUST_NAME
CUST_SS
CUST_BZLIC
CUST_CONT
CUST_C_PHN
CUST_ADD
CUST_ADD2
CUST_CITY
RMA
Comment
Sample Value
.F.
RMA
Customer Level PO Number
123456789
RMA
Customer Level PO Expiration
Date
10/29/2013
RMA
Customer Level PO Limit
0
RMA
Customer Level PO Available
0
RMA
Statement Bill all Equipment
.F.
Both
Customer Account Number
000020
Both
Master Account Number
0126598
RMA
Consolidated Statement
0
Both
Finance Charge ID
Y
Both
Statement Charge ID
S
Both
Customer Credit Class
C
Both
Customer Type
RE
Both
Customer Billing Name
Both
Customer Social Security #
Customer Business License
Number
Customer Info/Billing Contact
Name
000-00-0000
Both
Info Contact Phone
209-632-1122
Both
Billing Address Line 1
3100 Spengler Way
Both
Billing Address Line 2
Apt. #13
Both
Billing City
Turlock
Both
Both
Customer_Message_Centre.docx
Dust Bowl Brewery
123456789
Carolyn
Appendix A – Variables for Communication Templates  67
Name
CUST_STATE
CUST_ZIP
CUST_PHONE
CUST_PHNEX
CUST_WORK
TERM_ID
CUST_WPHEX
CUST_FAX
CUST_EMAIL
CUST_SDATE
CUST_SRSN
CUST_EDATE
CUST_ERSN
SREP_ID
SREP_ID2
CUST_NOTE
CFIN_TDUE
STAT_CODE
PROM_GRP
CFIN_BFWD
CFIN_BHIGH
CFIN_XLATE
CFIN_FCYTD
CFIN_SMTD
CMC
Areas
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
RM,
RMA,
Both
Comment
Sample Value
Both
Billing State
Both
Billing ZIP Code
Both
Billing Phone Number
209-632-1122
Both
Billing Phone Extension
X556
RMA
Billing Work Phone Number
RMA
Credit Terms
RMA
Billing Work Phone Extension
Both
Billing Fax Number
Both
Billing Email
Both
Customer Start Date
Both
Start Reason ID
Both
Customer End Date
Both
End Reason ID
Both
Sales Rep 1
ADM
Both
Sales Rep 2
EM
Both
Customer Note
Both
Total Balance Due
0
Both
Status Code ID
A
RMA
Promotion Group Code
A
Both
Balance Forward
0
Both
Highest Balance
39
Both
Number of Times Late
0
Both
Finance Charges Year to Date
0
Both
Sales Month to Date
0
Customer_Message_Centre.docx
CA
95316
209-632-1122
A
X12
209-632-6868
[email protected]
2/24/1998
01
12/15/2015
E
PO to be used monthly.
Appendix A – Variables for Communication Templates  68
Name
CFIN_SYTD
CFIN_PMTD
CFIN_PMTD
CFIN_LTRAN
CFIN_LSDAT
CFIN_LPDAT
CFIN_LPAMT
CFIN_CRLIM
CFIN_PRSCH
CFIN_MEINV
CFIN_CKNO
CFIN_RCNO
CFIN_RCAMT
CFIN_RTCKS
CFIN_CKPD
CFIN_FCDUE
CFIN_FC1
CFIN_FC2
CFIN_FC3
CFIN_FC4
CFIN_FC5
CFIN_FC6
CFIN_FC7
CFIN_FC8
CMC
Areas
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
RM,
RMA,
Both
Comment
Sample Value
Both
Sales year to Date
Both
Profit Month to Date
0
Both
Profit Month To Date
1
Both
Last Transaction Date
1/29/2014
Both
Last Statement Date
1/31/2014
Both
Last Payment Date
2/20/2014
Both
Last Payment Amount
Both
Credit Limit
0
Both
Price Level
1
Both
Include Month End Rental
Invoice
.F.
Both
Last Payment Check Number
5569
Both
Returned Check Number
1234
Both
Returned Check Amount
0
Both
Returned Check
.F.
Both
Returned Check Paid
.F.
Both
Finance Charges Total
0
Both
Both
Both
Both
Both
Both
Both
Both
Customer_Message_Centre.docx
Late Charge Assessed for
Month One (Jan)
Late Charge Assessed for
Month 2 (Feb)
Late Charge Assessed for
Month 3 (March)
Late Charge Assessed for
Month 4(April)
Late Charge Assessed for
Month 5 (May)
Late Charge Assessed for
Month 6 (June)
Both Late Charge Assessed for
Month 7 (July)
Late Charge Assessed for
Month 8 (August)
33.09
33.09
.T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
Appendix A – Variables for Communication Templates  69
Name
CMC
Areas
RM,
RMA,
Both
Comment
CYLINDEREX
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1,
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 7
FUTURECHK1
1, 7
RMA
Future Check
.F.
AMPM
1, 7
RMA
AM/PM Delivery Preference
0
LAST_READ
1, 7
RMA
Last Meter Reading
0
LAST_RDDT
1, 7
RMA
Last Meter Read Date
12/15/2015
REQUIRE_PO
1, 7
RMA
Require PO on Invoices
.F.
PKGLSTBILL
1, 7
RMA
Last Package Plan Billed Date
1,
RMA
Skip Delivery
CFIN_FC9
CFIN_FC10
CFIN_FC11
CFIN_FC12
CFIN_LFDAT
SPDDATE
SPDRES
NSPDDATE
CFIN_LCKDT
CFIN_DEPO
BRANCH_ID
BILLCYCLE
RENTCAL
CREDREL
OPEN_INV
HLDSRV_OVR
ROUTEDATE
CORP_BILL
RFND_CODE
SKIP_DEL
Both
Both
Both
Both
Late Charge Assessed for
Month 9 (Sept)
Late Charge Assessed for
Month 10 (Oct)
Late Charge Assessed for
Month 11 (Nov)
Late Charge Assessed for
Month 12 (Dec)
Sample Value
T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
T. If Late, .F. if not late.
Both
Last Finance Charge Date
12/15/2015
Both
Suspend Begin Date
12/15/2015
Both
Suspend Reason
Both
Suspend End Date
12/30/2015
Both
Last Returned Check Date
12/15/2015
Both
Account Deposit
RMA
Customer Branch ID
RMA
Billing Cycle
1
RMA
Rent Calendar
2
RMA
Credit Hold Service Release
Until Date
Both
Open Invoice Account
.T.
RMA
Hold Service Override
.F.
RMA
Route Date
RMA
Corporate Billed Customer Flag
.F.
RMA
Refund Type Code
A
RMA
Use Cylinder Exchange
.F.
Customer_Message_Centre.docx
N
0
001
10/29/2015
12/15/2015
10/30/2015
.F.
Appendix A – Variables for Communication Templates  70
CMC
Areas
RM,
RMA,
Both
DISC_PERC
1, 7
RMA
Used For Tier Pricing
.F.
IGNOREDISC
1, 7
RMA
Used For Tier Pricing
.F.
TEXT1
1, 7
RMA
Used For Tier Pricing
.F.
TEXT2
1, 7
RMA
Used For Tier Pricing
.F.
CFIN_AGE1
1,
RMA
Balance in Aging Bucket 1
0
CFIN_AGE2
1,
RMA
Balance in Aging Bucket 2
0
CFIN_AGE3
1,
RMA
Balance in Aging Bucket 3
0
CFIN_AGE4
1,
RMA
Balance in Aging Bucket 4
0
CFIN_AGE5
1,
RMA
Balance in Aging Bucket 5
0
CFIN_AGE6
1,
RMA
Balance in Aging Bucket 6
0
1, 7
RMA
Will Call Stop
.F.
EMAIL_TYPE
1,
RM
Type of Email to send
3
ROU_SEQ2
1,
Both
Sequence Number
CAL_ROUTE
1, 2, 3,
Both
Route
CAL_DATE
1,
Both
Calendar Date
7/22/2014
DELIV_YEAR
1,
Both
Calendar year
2014
DELIV_MON
1,
Both
Delivery Month
07
DELIV_DAY
1,
Both
Delivery Day
22
DELIV_CMON
1,
Both
Delivery Month
July
DELIV_CDOW
1,
Both
Delivery Day of the Week
DELIV_LONG
1,
Both
Long Delivery Date
BRANCH_ID2
1, 2, 3,
Both
Branch ID
REPLYEMAIL
1, 2, 3,
Both
Reply Email
E_STATUS
1, 2, 3,
Both
Generate Message Result
VIA_EMAIL
1, 2, 3,
Both
Contact Via Code: Email
.T.
VIA_FAX
1, 2, 3,
Both
Contact Via Code: Fax
.F.
VIA_PHONE
1, 2, 3,
Both
.F.
VIA_SMS
1, 2, 3,
Both
VIA_ROUTEV
1, 2, 3,
Both
VIA_AUTOV
1, 2, 3,
Both
VIA_OTHER
1, 2, 3,
Both
VIA_DESC
1, 2, 3,
Both
Contact Via Code: Phone
Contact Via Code: SMS
Message
Contact Via Code: Route Voice
Contact Via Code: Automated
Voice
Contact Via Code: Other
Assigned Contact Via Code
Description
Name
WILLCALL
COMP_CNAME
COMP_CADD1
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
Comment
220
A
Both
Company Name
Both
Company Address Line 1
Customer_Message_Centre.docx
Sample Value
Tuesday
Tuesday, July 22, 2014
001
Employee’s Reply To email
who generated the CMC
Message.
REPORT ONLY
.F.
.F.
.F.
.F.
Email
Advantage Ice
3201 Liberty Square Pkwy
Appendix A – Variables for Communication Templates  71
CMC
Areas
Name
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
1, 2, 3, 4, 5,
7
COMP_CADD2
RM,
RMA,
Both
Comment
Sample Value
Both
Company Address Line 2
Suite 5
Both
Company City
Turlock
Both
Company State
CA
Both
Company ZIP Code
Both
Company Phone Number
209-632-1122
Both
Company Fax Number
209-632-6868
Both
Company Email
RMA
Customers default products
and prices
1, 2, 3, 7
RMA
Customers last 5 deliveries
summary
MRKT_CONT
3
Both
MRKT_C_PHN
3
Both
MRKT_FAX
3
Both
MRKT_EMAIL
3
Both
MRKT_CELL
3
Both
CFIN_B3160
2
RM
Marketing Contact Email
Marketing Contact Cell
Number
Aging Period 2 Amount
CFIN_B6190
2
RM
Aging Period 3 Amount
$10.00
CFIN_9112
2
RM
Aging Period 4 Amount
$10.00
CFIN_B120P
2
RM
Aging Period 5 Amount
$10.00
PASTDUEAMOUNT
1, 2, 3, 7
RMA
Past Due Amount
BOTTLES_ON_HAND
1, 2, 3, 7
RMA
Deposits – Full Table
DEPOSITS ON GLASS 6 @ 18.00
DEPOSITS1
1, 2, 3, 7
RMA
Deposits – Qty Only
4
DEPOSITS2
1, 2, 3, 7
RMA
Deposits – Description and Qty
DEPOSITS3
1, 2, 3, 7
RMA
Deposits – Qty and Price
6 @ 18.00
DRIVER_NAME
1, 2, 3, 7
RMA
Driver’s Name
Sam Smith
DRIVER_CELL
1, 2, 3, 7
RMA
Driver’s cell phone number
COMP_CCITY
COMP_CSTAT
COMP_CZIP
COMP_PHONE
COMP_FAX
COMP_EMAIL
DEFAULT_PRODUCTS
LAST5DELIVERIES
1, 2, 3, 7
Customer_Message_Centre.docx
Marketing Contact Name
Marketing Contact Phone
Number
Marketing Contact Fax Number
95380
[email protected]
NOTE: This is only supported
in Email and Fax templates as
it includes HTML code that
will not work in SMS or
Voice.
NOTE: This is only supported
in Email and Fax templates as
it includes HTML code that
will not work in SMS or
Voice.
John Smith
209-632-1122
209-632-6868
[email protected]
209-632-1123
$10.00
$95.00
DEPOSITS ON GLASS 6
209-632-6358
Appendix A – Variables for Communication Templates  72
Name
DRIVER_EMAIL
CMC
Areas
RM,
RMA,
Both
1, 2, 3, 7
RMA
Customer_Message_Centre.docx
Comment
Driver’s email address
Sample Value
[email protected]
Appendix A – Variables for Communication Templates  73
Appendix B – Manual CMC
Service Setup
Introduction
If you ever need to disable the CMC feature from
running, adjust the update frequency or update the API
Key, you can do so following these instructions.
Setup
To get to the CMC Service Settings, you will want to
first navigate to the Modules > Customer Message
Centre > Setup screen:
Next, select the Edit CMC Advanced Communications
Configuration button that appears on the General tab.
This will open the Advanced Communications Service
settings program, and automatically take you to the
Customer Message Centre tab:
Customer_Message_Centre.docx
Appendix B – Manual CMC Service Setup  75
From this screen you can make the following changes:
Disable Message Centre Service: Uncheck the Enable
Message Centre Service box to turn OFF Customer
Message Centre from sending messages to the
processing server.
Adjust Process Messages Frequency: By default, the
system checks for new messages locally and updates
the status of pending messages from the processing
server every minute. You can adjust this time setting
here, by placing a larger number in the Minutes box.
Update Message Center Key: If necessary, you can
manually enter/update the Message Center Key (which
is automatically entered upon the signup routine) from
this screen.
Point CMC to a Test Server: If requested by Support,
you can manually enter an IP and Port to override the
Remote Processing server and point to another server.
This may be useful in troubleshooting issues. It is NOT
recommended this be checked unless specifically
instructed by ARS. Checking this box could cause all
your messages to fail.
Customer_Message_Centre.docx
Appendix B – Manual CMC Service Setup  76
Port Information
System Administrator Note: As of RMA 6.2.1 R3 and
RM2000 11.3.7, the Service uses port 40556 for
encrypted communication with the Remote Processing
Server.
Customer_Message_Centre.docx
Appendix B – Manual CMC Service Setup  77
Appendix C – Questions
and Answers by Delivery
Method
Introduction
As we get more feedback from our customers about
issues they may have with the installation and
operation of the CMC program, we are adding these to
our manual so all of our users can benefit from the
experience of others. We also plan to put these on our
Web site, as well.
General
Q. How do I get points to get started?
A. Refer to the 1st section in Chapter 2 “Purchasing
Points for CMC” for a detailed walk through on this
process.
Q. What hardware do I need?
A. No additional hardware is needed to use CMC. You
will need RMA V6.2.1/11.3.7 or later and an internet
connection.
Q. Does CMC offer inbound communication as well?
A. CMC offers inbound SMS communication. See
Chapter 4, “Customer Replies” for more information.
We do not currently offer inbound voice calling
functionality, but will in the future.
Q. Are there any monthly fees or contracts with CMC?
A. No, we do not charge any monthly fees to use CMC.
Just sign up for a point plan, and use them until they
are gone. They never expire. Add more points at any
time.
Q. Is CMC available internationally?
A. Not at this time. We will be looking at international
compatibility in a future version.
Customer_Message_Centre.docx
Appendix C – Questions and Answers by Delivery Method  79
Q. Will we be able to see what messages were unable
to send?
A. Yes. You can check the status of any message from
within the Status Monitor screen in Route Manager.
Additionally, a confirmation email will be sent after the
batch has been processed and will indicate the status
of each item in the batch.
Q. Will we be charged for messages that failed to
send?
A. No. If a message failed to send it will not use any
points.
Voice
Q. Can I call specific customers in a different
language?
A. Not at this time. All customers use the same voice
and language settings in CMC Setup. However, if you
can type the template message out in another
language, this will be read by the automated voice the
way that it is typed.
SMS
Q. Can customers reply to an SMS message?
A. Yes, customers can reply to SMS messages. The reply
will be emailed to the account that generated the
original SMS message to the customer and the reply
will use an SMS point from your available Standard
Points amount.
Q. Can I prevent customers from replying to SMS
messages?
A. No. SMS is a very simple method to communicate
with your customers. Allowing them to quickly respond
and keep that line of communication open is
important. Customers can quickly respond to a
message letting you know they need extra product, or
may not need a delivery at all this time.
Customer_Message_Centre.docx
Appendix C – Questions and Answers by Delivery Method  80
FAX
Q. Will all faxes include a cover page?
A. No, you can disable Fax Cover Pages in Customer
Message Centre setup.
Email
Q. If I run out of points, will I no longer be able to send
emails?
A. No. All emailing within RMA is free. You do not need
to purchase points to be able to keep emailing through
CMC.
Q. Can a customer reply to an email message?
A. Yes, a customer can reply to emails sent from CMC.
However, the response will go directly to the “Reply
To” email address, and not handled within CMC (like
how SMS messages are), and thus do not use any
points. It is important that you have your email address
filled in within the List > Employee Setup > Employees
screen so that a valid Return Address is used for
responses.
Customer_Message_Centre.docx
Appendix C – Questions and Answers by Delivery Method  81
Index
A
ARS247.com 51
B
billing information 10
C
choose a Plan 8
Confirmation of Purchase 11
Contact Via Reasons 7
credit card billing 9
E
E-mail 51
H
How it Works 2
P
Points 8
Promotional Code 10
S
Security Level Codes 8
Setting up CMC 7
T
Terms of Service 11
threshold point value 9
Route Manager™
Index  83
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