Texting Using Prime 16 - Revision history

Jspenceratty: /* Incoming Calls and Texts/Client Interaction */

2020-03-30T14:55:50Z

Incoming Calls and Texts/Client Interaction

← Older revision		Revision as of 14:55, 30 March 2020
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	==Incoming Calls and Texts/Client Interaction==		==Incoming Calls and Texts/Client Interaction==

			'''Please note: Incoming calls and texts to your Twilio text number are not presented to staff within Prime. Rather, a generic message is spoken (if a voice call) or texted (if a text message) to the person.'''

	If a client texts to the Twilio phone number, Twilio queries your system requesting instructions on what it should do. Prime responds with information entered in the Twilio setup under "Text Response".		If a client texts to the Twilio phone number, Twilio queries your system requesting instructions on what it should do. Prime responds with information entered in the Twilio setup under "Text Response".

Jspenceratty: /* Requirements */

2019-04-18T14:35:40Z

Requirements

← Older revision		Revision as of 14:35, 18 April 2019
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	==Requirements==		==Requirements==

	Users of Prime 16 on Venture do not need to meet any additional requirements. All requirements are met within the hosted version on Venture. An account with Twilio, together with a number assigned by them, and the ability to send and receive texts and phone calls at that number, is required to send text messages.		Users of Prime 16 on Venture do not need to meet any additional requirements. All requirements are met within the hosted version on Venture. An account with Twilio, together with a number assigned by them, and the ability to send and receive texts and phone calls at that number, is required to send text messages. Services provided by Twilio do involve a separate cost and are not covered by Venture, KCW, or your use of Prime.

	Outside of the options available within the Prime frontend, the system is NOT modifiable by the organization. Any desired modifications to its operation must be provided by KCW staff. In a self-hosted environment, in addition to the requirements of Prime 16, the following additional requirements must be met:		Outside of the options available within the Prime frontend, the system is NOT modifiable by the organization. Any desired modifications to its operation must be provided by KCW staff. In a self-hosted environment, in addition to the requirements of Prime 16, the following additional requirements must be met:

Jspenceratty: /* Twilio Texting Setup */

2019-03-28T19:12:20Z

Twilio Texting Setup

← Older revision		Revision as of 19:12, 28 March 2019
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	[[File:Screen Shot 2018-05-14 at 12.44.29 PM copy.png\|100px]]		[[File:Screen Shot 2018-05-14 at 12.44.29 PM copy.png\|100px]]

			In the phone number settings in Twilio, enter the Voice and Messaging settings.

			[[File:Screen Shot 2019-03-28 at 2.08.30 PM.png\|400px]]

			If you are a hosted user of Prime (on Venture), Kemp's Case Works staff will provide information on these entries (e.g., https://AGreatOrganization.Org/text/VoiceMessage.ashx or TextHandler.ashx)

	With the phone number entered before, your Twilio setup page in Prime should look like this:		With the phone number entered before, your Twilio setup page in Prime should look like this:

Jspenceratty: /* Reviewing Texts Sent On A Case And Status Of Texts */

2018-05-31T16:27:39Z

Reviewing Texts Sent On A Case And Status Of Texts

← Older revision		Revision as of 16:27, 31 May 2018
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	The "Cancel/Close" button operates to cancel sending a message and close the text form if you have only entered a message but not sent it. If you have already sent the text message, it merely closes the form. Once a text message is delivered to Twilio and you get the "queued" status message, you cannot cancel sending the text. Much like a cell phone, when you press "Send Message" then message is already en route and cannot be canceled.		The "Cancel/Close" button operates to cancel sending a message and close the text form if you have only entered a message but not sent it. If you have already sent the text message, it merely closes the form. Once a text message is delivered to Twilio and you get the "queued" status message, you cannot cancel sending the text. Much like a cell phone, when you press "Send Message" then message is already en route and cannot be canceled.

	==Reviewing Texts Sent On A Case ~~And Status Of Texts~~==		==Reviewing Texts Sent On A Case==

	To see what texts have been sent in a case, open the case file and click on the "Texts" button.		To see what texts have been sent in a case, open the case file and click on the "Texts" button.

Jspenceratty: /* Twilio Texting Setup */

2018-05-31T16:22:23Z

Twilio Texting Setup

← Older revision		Revision as of 16:22, 31 May 2018
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	Start at the main Twilio web site: https://www.twilio.com		Start at the main Twilio web site: https://www.twilio.com

	You will also need the Twilio setup page within Prime: Admin-->Texting Setup		You will also need the Twilio setup page within Prime: Admin-->Texting Setup This is the Texting setup page in Prime:

	[[File:Screen_Shot_2018-05-14_at_12.49.47_PM.png\|~~400px~~]]		[[File:Screen_Shot_2018-05-14_at_12.49.47_PM.png\|100px]]

	Within the Twilio web site, click on the Sign Up button at the top right.		Within the Twilio web site, click on the Sign Up button at the top right.

Jspenceratty: /* Twilio Texting Setup */

2018-05-31T16:21:49Z

Twilio Texting Setup

← Older revision		Revision as of 16:21, 31 May 2018
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	Start at the main Twilio web site: https://www.twilio.com		Start at the main Twilio web site: https://www.twilio.com

	~~Click~~ on the Sign Up button at the top right.		You will also need the Twilio setup page within Prime: Admin-->Texting Setup

			[[File:Screen_Shot_2018-05-14_at_12.49.47_PM.png\|400px]]

			Within the Twilio web site, click on the Sign Up button at the top right.

	[[File:Screen Shot 2018-05-14 at 11.53.24 AM copy.png\|100px]]		[[File:Screen Shot 2018-05-14 at 11.53.24 AM copy.png\|100px]]

Jspenceratty: /* Client Response And System Interaction */

2018-05-31T16:19:34Z

Client Response And System Interaction

← Older revision		Revision as of 16:19, 31 May 2018
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	You can modify existing entries or add new entries to this list. Please bear in mind that text messages are limited to 160 characters.		You can modify existing entries or add new entries to this list. Please bear in mind that text messages are limited to 160 characters.

	==Client ~~Response And System~~ Interaction==		==Incoming Calls and Texts/Client Interaction==

	If a client texts to the Twilio phone number, Twilio queries your system requesting instructions on what it should do. Prime responds with information entered in the Twilio setup. The response text is returned to Twilio and then sent to the client as a text message.		If a client texts to the Twilio phone number, Twilio queries your system requesting instructions on what it should do. Prime responds with information entered in the Twilio setup under "Text Response".

			[[File:Screen_Shot_2018-05-14_at_12.49.47_PM.png\|400px]]

			The response text is returned to Twilio and then sent to the client as a text message.

	If a client texts “STOP”, “CANCEL”, or “END” back to the number, Twilio sends that notification to your system to indicate that cell number no longer wishes to receive text messages. This will uncheck the checkbox on the client records that match that cell number. Twilio also blocks the attempt to send text messages to that number again and the client is notified of that:		If a client texts “STOP”, “CANCEL”, or “END” back to the number, Twilio sends that notification to your system to indicate that cell number no longer wishes to receive text messages. This will uncheck the checkbox on the client records that match that cell number. Twilio also blocks the attempt to send text messages to that number again and the client is notified of that:
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	[[File:Text12.png\|400px]]		[[File:Text12.png\|400px]]

	If a client calls the Twilio phone number, Twilio queries the Venture Technologies website requesting instructions on what it should do. The website queries Prime for the information entered in the Twilio setup. ~~The response text is returned to Twilio~~. Twilio then speaks that message to the client.		If a client calls the Twilio phone number, Twilio queries the Venture Technologies website requesting instructions on what it should do. The website queries Prime for the information entered in the Twilio setup under "Call Response".

			[[File:Screen_Shot_2018-05-14_at_12.49.47_PM.png\|400px]]

			Twilio then speaks that message to the client.

Jspenceratty: /* Incoming texts and phone calls */

2018-05-31T16:14:51Z

Incoming texts and phone calls

← Older revision		Revision as of 16:14, 31 May 2018
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	If a client calls the Twilio phone number, Twilio queries the Venture Technologies website requesting instructions on what it should do. The website queries Prime for the information entered in the Twilio setup. The response text is returned to Twilio. Twilio then speaks that message to the client.		If a client calls the Twilio phone number, Twilio queries the Venture Technologies website requesting instructions on what it should do. The website queries Prime for the information entered in the Twilio setup. The response text is returned to Twilio. Twilio then speaks that message to the client.


	~~== Incoming texts and phone calls ==~~
	~~To set up how Twilio should respond to incoming texts and calls, click on the All Products and Services link~~

	~~[[File:Screen Shot 2018-05-14 at 1.24.23 PM copy.png\|100px]]~~

	~~Then choose the "# Phone Number" option.~~

	~~[[File:Screen Shot 2018-05-14 at 1.24.35 PM copy.png\|100px]]~~

	~~Click on the phone number.~~

	~~[[File:Screen Shot 2018-05-14 at 1.27.00 PM copy.png\|100px]]~~

	In the resulting page, make entries for "A call comes in" and "A message comes in" boxes. These entries will point to the VoiceMessage.ashx and TextHandler.ashx files in your website, respectively. Again, if you are hosted on Venture, Kemp's Case Works will provide this URL to you. If you are self-hosted, your IT people will need to provide the URL.

	~~[[File:Screen Shot 2018-05-14 at 1.32.11 PM copy.png\|100px]]~~


	==Twilio Texting Setup==		==Twilio Texting Setup==

Jspenceratty: /* Twilio Texting Setup */

2018-05-31T16:14:23Z

Twilio Texting Setup

← Older revision		Revision as of 16:14, 31 May 2018
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	If a client calls the Twilio phone number, Twilio queries the Venture Technologies website requesting instructions on what it should do. The website queries Prime for the information entered in the Twilio setup. The response text is returned to Twilio. Twilio then speaks that message to the client.		If a client calls the Twilio phone number, Twilio queries the Venture Technologies website requesting instructions on what it should do. The website queries Prime for the information entered in the Twilio setup. The response text is returned to Twilio. Twilio then speaks that message to the client.


			== Incoming texts and phone calls ==
			To set up how Twilio should respond to incoming texts and calls, click on the All Products and Services link

			[[File:Screen Shot 2018-05-14 at 1.24.23 PM copy.png\|100px]]

			Then choose the "# Phone Number" option.

			[[File:Screen Shot 2018-05-14 at 1.24.35 PM copy.png\|100px]]

			Click on the phone number.

			[[File:Screen Shot 2018-05-14 at 1.27.00 PM copy.png\|100px]]

			In the resulting page, make entries for "A call comes in" and "A message comes in" boxes. These entries will point to the VoiceMessage.ashx and TextHandler.ashx files in your website, respectively. Again, if you are hosted on Venture, Kemp's Case Works will provide this URL to you. If you are self-hosted, your IT people will need to provide the URL.

			[[File:Screen Shot 2018-05-14 at 1.32.11 PM copy.png\|100px]]


	==Twilio Texting Setup==		==Twilio Texting Setup==

Jspenceratty: /* Incoming texts and phone calls */

2018-05-31T16:14:05Z

Incoming texts and phone calls

← Older revision		Revision as of 16:14, 31 May 2018
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	The Status Callback entry in the Twilio setup page in Prime uses the website address of your Twilio web system. If you are a hosted user of Prime (on Venture), Kemp's Case Works staff will provide information on this entry. If you are self-hosted, your IT personnel will have to provide that information. Ultimately, the page called 'SMSMessageStatus.ashx' is what should be in this field. (e.g., 'https://AGreatOrganization.Org/twilio/SmSMessageStatus.ashx')		The Status Callback entry in the Twilio setup page in Prime uses the website address of your Twilio web system. If you are a hosted user of Prime (on Venture), Kemp's Case Works staff will provide information on this entry. If you are self-hosted, your IT personnel will have to provide that information. Ultimately, the page called 'SMSMessageStatus.ashx' is what should be in this field. (e.g., 'https://AGreatOrganization.Org/twilio/SmSMessageStatus.ashx')

	~~== Incoming texts and phone calls ==~~
	~~To set up how Twilio should respond to incoming texts and calls, click on the All Products and Services link~~

	~~[[File:Screen Shot 2018-05-14 at 1.24.23 PM copy.png\|100px]]~~

	~~Then choose the "# Phone Number" option.~~

	~~[[File:Screen Shot 2018-05-14 at 1.24.35 PM copy.png\|100px]]~~

	~~Click on the phone number.~~

	~~[[File:Screen Shot 2018-05-14 at 1.27.00 PM copy.png\|100px]]~~

	In the resulting page, make entries for "A call comes in" and "A message comes in" boxes. These entries will point to the VoiceMessage.ashx and TextHandler.ashx files in your website, respectively. Again, if you are hosted on Venture, Kemp's Case Works will provide this URL to you. If you are self-hosted, your IT people will need to provide the URL.

	~~[[File:Screen Shot 2018-05-14 at 1.32.11 PM copy.png\|100px]]~~

	==Requirements==		==Requirements==