CN103079178A - Short message management method and system for NGCRM (next-generation customer relationship management) system - Google Patents

Short message management method and system for NGCRM (next-generation customer relationship management) system Download PDF

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CN103079178A
CN103079178A CN 201210581405 CN201210581405A CN103079178A CN 103079178 A CN103079178 A CN 103079178A CN 201210581405 CN201210581405 CN 201210581405 CN 201210581405 A CN201210581405 A CN 201210581405A CN 103079178 A CN103079178 A CN 103079178A
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short
message
business
according
management
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CN103079178B (en )
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姚欣池
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北京思特奇信息技术股份有限公司
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Abstract

The invention relates to a short message management method for a NGCRM (next-generation customer relationship management) system. The short message management method for the NGCRM system comprises the following steps of: according to a short message template, a business unit prepares the practical value of the short message business; a business program invokes a short message sending API (application program interface) and introduces parameters, such as a short message template number and a business element practical value; the short message sending API obtains the short message content to be sent according to the short message template content and the business element practical value; the short message sending API selects a short message issuing channel in which the short message content is inserted according to the corresponding relationship between the business and a short message channel; and a short message issuing module corresponding to the short message issuing channel determines a protocol mode interactively used by a short message gateway according to the short message type in an example interface table. According to the method, the business short message configuration capability is improved, the short message content and the business unit both can be dynamically regulated by corresponding to the short message issuing channel, and the whole process is free from program compiling and on line. Meanwhile, all types of short messages are integrated in the same short message interface table to avoid from wasting the gateway connection resource, and the use ratio of the gateway connection resource is improved.

Description

—种NGCRM第二代客户关系管理系统的短信管理方法和系统 - SMS management method and system types NGCRM second-generation customer relationship management system

[0001] 技术领域 [0001] Technical Field

[0002] 本发明涉及无线通信领域,尤其涉及一种NGCRM第二代客户关系管理系统的短信管理方法和短信管理系统。 [0002] The present invention relates to the field of wireless communications, particularly to a customer relationship management system of the second generation of the SMS message management method and a management system NGCRM.

背景技术 Background technique

[0003] 业务运营支撑系统(BOSS)通过向用户终端(UE)下发短信的方式进行受理业务结果通知,余额提醒、业务受理二次确认等交互类操作,以提高对客户的服务体验。 [0003] Business Operation Support System (BOSS) were accepted business by way of text messaging to the user terminal (UE) under notification result, the balance reminders, and other interactive service handling secondary confirmation class actions to improve the customer service experience.

[0004] 业务运营支撑系统是电信企业业务处理信息化管理的基础平台,用于支持前台销售、客户服务及内部支撑全流程。 [0004] Business Operation Support System is the foundation platform for telecom enterprise business process information management to support front sales, customer service and internal support of the whole process. 涉及到下发短信的业务功能非常普遍,故必须对所有下发短信内容进行有效的管理。 Relate to the next text messaging business is very common, so the need for effective management of all content under texting.

[0005]目前,BOSS完成下发短信的方式如下: [0005] Currently, the BOSS texting completed as follows:

[0006] 第一步:数据库中建立某短信接口表(Tl); [0006] The first step: the establishment of a database messaging interface table (Tl);

[0007] 第二步:由业务程序拼装好业务短信内容,将业务短信内容插入到短信接口表Tl ; [0007] The second step: assembly by a service program good service message content, the message content into a text message service interface table Tl;

[0008] 第三步:B0SS中运行某短信发送程序(TISender),监控Tl中是否有下发短信数据,如果有则进行下发,如果没有则守护等待; [0008] Third Step: B0SS program running in a SMS (TISender), monitoring whether there is data to send text messages Tl, if there is performed issued without waiting for the guard;

[0009] 第四步:针对不同类型(普通短信、长短信、TOSH短信)的短信,建立多张短信接口表,负责发送三种类型短信,由业务程序判断短信应该插入到哪张表中。 [0009] The fourth step: SMS for different types (regular SMS, long SMS, TOSH SMS), the establishment of multiple SMS interface table, three types responsible for sending text messages, text messaging program by the business judgment should be inserted where Zhang table.

[0010] 随着业务量增长,如想增加短信下发通道,则需要新建短信接口表(T2)及新增短信发送程序(T2Sender)进行实现。 [0010] With the growth of the traffic, such as increasing the channel want to send messages, the messages need to create an interface table (T2) and new message transmission program (T2Sender) for implementation. 如需调整业务程序对应的短信接口表,则需要对业务程序进行修改、测试、上线等工作。 To adjust the messaging service interface table corresponding to the program, the work required to modify, test, and other on-line business procedures.

发明内容 SUMMARY

[0011] 本发明所要解决的技术问题是提供一种业务短信配置能力高,在短信业务要素不变的情况下,短信内容可动态调整和业务程序对应短信下发通道均也可以动态调整的一种NGCRM第二代客户关系管理系统的短信管理方法。 [0011] The present invention solves the technical problem to provide a high-capacity service message configuration, in a case where the same elements of SMS, message content can be dynamically adjusted corresponding to the operational procedures and sent the message channels are dynamically adjusted to be a SMS management method of the second-generation customer relationship management system species NGCRM.

[0012] 本发明还提供一种业务短信配置能力高,在短信业务要素不变的情况下,短信内容可动态调整的NGCRM第二代客户关系管理系统的短信管理系统。 High [0012] The present invention also provides a short message service configuration capability, in the case where the same elements of the short message service, SMS content dynamically adjustable NGCRM second generation customer relationship management system management system SMS.

[0013] 为解决上述技术问题,本发明提出了一种NGCRM第二代客户关系管理系统的短信管理方法包括一下步骤: [0013] In order to solve the above technical problem, the present invention proposes a method for managing SMS NGCRM second generation customer relationship management system comprises a lower step of:

[0014] 步骤一:业务单元根据所选择使用的短信模板,准备短信模板所需要的短信业务要素实际值; [0014] Step a: service units based on the selected template using SMS, short message service elements prepared actual values ​​desired message template;

[0015] 步骤二:业务单元调用短信发送API应用程序接口,向短信发送API应用程序接口传入短信模板编号及业务要素实际值参数; [0015] Step Two: SMS service unit calls application program interface API, the application program to send an API Incoming SMS short message interface template ID and parameter values ​​of the actual operational elements;

[0016] 步骤三:短信发送API根据短信模板内容及传入的业务要素实际值,得到发送的短信内容; [0016] Step Three: The API SMS message content and the template element the actual value of the incoming traffic, to obtain the content of messages transmitted;

[0017] 步骤四:短信发送API根据业务与短信通道对应关系决定将实际发送的短信内容插入到哪一个短信下发通道中; [0017] Step Four: Send SMS API correspondence relationship between the channel decided to insert actually transmitted message content to which the message according to the short message service channel;

[0018] 步骤五:短信下发通道对应的短信下发模块根据短信实例接口表中的短信类型决定短信网关交互使用的协议方式。 Issuing module determines agreement message according to SMS gateway interactive use interface table example of SMS message type corresponding to the channel send text messages: [0018] Step V.

[0019] 进一步,所述短信模版内容包括短信固定内容部分与若干业务要素占位符。 [0019] Further, the message content comprises text messaging template fixing portion and a plurality of operational elements content placeholder.

[0020] 进一步,短信模板中还可配置短信内容的短信类型、短信优先级、短信下发端口、是否支持上行、短信预约发送或短信生命周期信息,这些配置信息并呈现在短信实例接口表中。 [0020] Further, the type of message templates may also be configured SMS message content, message priority, the port sent the message, whether to support the uplink, or SMS message transmission reservation lifecycle information, configuration information and examples presented in the message interface table .

[0021] 进一步,增加短信下发通道配置信息,包括一个短信接口表信息及相应的短信下发程序配置信息;需要下发短信的业务单元根据它与短信下发通道的对应关系配置信息决定短信插进入哪一短信下发通道;未配置下发短信通道配置信息的业务单元将按照随机机制选择短信下发通道。 [0021] Further, to increase the driving passage configuration information message, comprising a short message interface table information and the corresponding outgoing SMS program configuration information; requires the text messaging service unit based on the correspondence which the lower short hair channel configuration information determining SMS the channel configuration is not issued texting service channel unit configuration information message in a random selection mechanism; inserted into the channel which sent the message.

[0022] 为解决上述技术问题,本发明提出了一种NGCRM第二代客户关系管理系统的短信管理系统包括业务模块、短信组装模块、短信下发模块,所述业务模块用于提供短信模板所需的短信业务要素实际值;所述短信组装模块将短信模板和短信业务要素实际值组装出实际发送的短信内容;所述短信下发模块用于发送短信内容。 [0022] In order to solve the above technical problem, the present invention provides a second generation NGCRM customer relationship management system includes a service management system SMS module, SMS module is assembled, the message delivering module, a service module for providing a message template short message service feature for an actual value; the short message module assembly and SMS messaging template assembled elements actual value of the content of the message is actually sent; issued SMS module for transmitting the message content.

[0023] 本发明的有益效果是:本发明通过使用短信模板管理、短信模板参数管理、短信通道管理,大大提升了现有技术方案下的业务短信配置能力。 [0023] Advantageous effects of the present invention are: the present invention by using SMS management templates, template parameters message management, message management channel, greatly enhance the ability to configure SMS service in the prior art solutions. 在短信业务要素不变的情况下,短信内容可完成动态调整,业务单元对应短信下发通道也可以动态调整,整个过程无需进行程序编译上线。 In the case where the same elements of the short message service, SMS content adjustment can be done dynamically, the channel service unit corresponds to send messages may be dynamically adjusted throughout the process without the need for on-line program is compiled.

[0024] 同时本发明在统一短信接口表中整合所有类型短信,改变了原来按短信类型区分短信接口表的情况,避免了网关连接资源的浪费,提高网关连接资源的利用率。 [0024] While the invention integrated in a unified messaging interface table for all types of messages, to change the type of the original case distinction by SMS messaging interface table, the gateway connection avoiding waste of resources, improving the utilization of the gateway connection resources.

附图说明 BRIEF DESCRIPTION

[0025] 图1为本发明实施例中NGCRM系统短信管理方法的流程图; [0025] FIG. 1 is a flowchart of a method NGCRM management system in the embodiment of the present invention, SMS;

[0026] 图2为本发明实施例中数据库设计概念模型图。 [0026] Figure 2 conceptual model database design FIG embodiment of the present invention.

具体实施方式 detailed description

[0027] 以下结合附图对本发明的原理和特征进行描述,所举实例只用于解释本发明,并非用于限定本发明的范围。 [0027] The following drawings in conjunction with the principles and features of this invention will be described, The examples are only for explaining the present invention and are not intended to limit the scope of the invention.

[0028] 图1为本发明实施例中NGCRM系统短信管理方法的流程图。 [0028] FIG. 1 is a flowchart of the management method NGCRM message system in the embodiment of the present invention. 图1所示,本实施例中,NGCRM系统短信管理方法的流程包括如下步骤: As shown in FIG. 1, in this embodiment, NGCRM process SMS system management method comprising the steps of:

[0029] 步骤101:业务单元根据短信模板准备短信业务实际值。 [0029] Step 101: SMS service unit preparation according to the actual value of the message template.

[0030] 短信模板内容包括短信固定内容部分与若干业务要素占位符。 [0030] SMS message template includes a fixed portion and a plurality of operational elements content placeholder. 业务单元根据所选择使用的短信模板,准备短信模板所需要的短信业务要素实际值。 Business units according to the selected use of SMS templates, ready SMS text message template elements of the actual values ​​required.

[0031] 步骤102:业务单元调用短信发送API,传入短信模板编号及业务要素实际值等参数。 [0031] Step 102: SMS service unit calls API, incoming SMS number and template parameters such as the actual value of the operational elements.

[0032] 步骤103:短信发送API根据短信模板内容及业务要素实际值,得到待发送的短信内容。 [0032] Step 103: SMS messages according to the template API content and the actual value of the operational elements, to obtain the content of messages to be transmitted.

[0033] 步骤104:短信发送API根据业务与短信通道对应关系选择短信内容插入的短信下发通道。 [0033] Step 104: SMS API corresponding to the relation selected channel sent message content into the SMS message according to the service channel.

[0034] 短信模板中还可配置短信内容的短信类型、短信优先级、发送短信端口、短信使用序列名、操作时间、是否支持上行、短信预约发送、短信有效期、发送时间单位或发送时间偏移信息,这些信息都会体现到短信实例接口表中。 [0034] The message template may also be configured SMS message content type, message priority, message send port, using a sequence message name, operation time, whether to support the uplink, transmitting a reservation message, message is valid, the unit transmission time or the transmission time offset information, which will be reflected to the SMS instance of an interface table.

[0035] 步骤105:短信下发通道对应的短信下发模块根据实例接口表中的短信类型决定短信网关交互使用的协议方式。 Issuing module determines agreement SMS Gateway interactive use interface tables according to an example of the type of SMS messages sent the message corresponding to the channel: [0035] Step 105.

[0036] 短信模板用来管理所有下发的短信内容,短信模板内容包括短信固定内容部分与若干业务要素占位符。 [0036] SMS template messages to manage all the contents of the issued SMS message template including a fixed portion and a plurality of operational elements content placeholder. 例如“'尊敬的' I Iparams.⑶ST_NAME| I ',您好,你当前余额为' I lparams.FEEl |'元。”使用统一的短信发送API完成短信组装,业务程序只需要将短信模板编号及业务要素实际值作为参数传入。 For example, " 'Dear' I Iparams.⑶ST_NAME | I ', hello, your current balance is' I lparams.FEEl |' dollars." Using a unified API to send SMS text messages to complete the assembly of business processes only need to SMS templates and number The actual value of the operational elements passed in as a parameter.

[0037] 增加短信下发通道(Short Message Channel)配置信息,包括一个短信接口表信息及相应的短信下发程序配置信息。 [0037] increasing the driving passage of SMS (Short Message Channel) configuration information, including a short message interface information table and the corresponding outgoing SMS program configuration information. 需要下发短信的业务程序根据它与下发通道的对应关系配置信息决定短信插进入哪一短信下发通道。 Requires the text messaging service procedure based on its corresponding configuration information and the relationship between the driving passage into the passage decide which messages inserted messages sent next. 未配置下发短信通道配置信息的业务单将按照随机机制选择下发通道。 No configuration texting service single channel configuration information selected in accordance with the issued random channel mechanism.

[0038] 由于业务单元不直接依赖于短信通道接口表,故可以根据系统业务量增长动态增加短信通道个数,系统的扩展性也得到增强。 [0038] Since the unit is not directly dependent on the service channel SMS interface table, it is possible to dynamically increase the number of channels according to traffic messaging system growth, expansion of the system is also enhanced.

[0039] 图2为本发明实施例中数据库设计概念模型图。 [0039] Figure 2 conceptual model database design FIG embodiment of the present invention.

[0040] 短信模板中,包括短信模板ID、模板名称、模板内容、发送短信的端口前缀、发送短信默认类型、短信优先级、短信使用序列名、超长短信策略、短信超时策略、短信有效期、是否支持上下行、发送单位时间、发送时间偏移、操作时间、工作组。 [0040] SMS templates, including SMS template ID, the template name, template content, send text messages ports prefix, the default type to send text messages, SMS priority, text messages using the sequence name, long SMS strategy, message timeout policy, SMS is valid, support uplink and downlink transmission unit time, the transmission time offset, operation time, the working group. 短信模板ID代表短信模板编号,模板名称代表相关业务名称,模板内容代表短信内容,短息端口前缀代表短信网关下发短信所用端口,发送短信默认类型为普通短信、push短信及长短信,短线优先级代表短信发送的先后级别,短信使用序列名代表短信下发中所用的序列号,超长短信策略有截断、拆分成多条、长短信三种策略,短信超时策略为永不超时,短信有效期截止到2050年,是否支持上下行代表短信是否需要用户回复确认,如需用户回复进行业务确认,则需要支持上行,发送单位时间为0,发送时间偏移为0,操作时间为系统生成短信时间,工作组根据业务进行判断,通常为general。 SMS templates ID represents the SMS template number, template name on behalf of the relevant business name, template represents the contents of the message content, send text messages at short interest port prefix stands for short message gateway port, send SMS default type is common SMS, push SMS and long SMS, the short-term priority level representatives of messages sent successively level, the use of text messaging sequence delegates serial number used in the hair of SMS, long SMS strategies truncated, split into multiple pieces, three strategies long SMS, text messaging timeout policy to never timeout, SMS valid until 2050, whether to support the vertical line represents whether the user returns an acknowledgment message, the user replies for business for confirmation, it is necessary to support the uplink transmission unit of time is 0, the transmission time offset is 0, the operating time for the system to generate SMS time, determined according to the service working group, typically general.

[0041] 短信实例接口表中包括以下部分:短信实例ID、业务流水号、短信优先级、发送短信端口、发送短信类型、接收手机号(短信发送到的手机号)、短信内容、附加短信内容、短信序号、操作工号、操作时间、发送时间、短信超时时间。 [0041] Examples of messages in the interface table contains the following sections: SMS instance ID, service serial number, message priority, message send port, the type of message sent, received phone number (the phone number to the short message sent), message content, message content additional , message number, operator number, operating time, transmission time, short message timeout. 短信实例ID代表短信模板编号,业务流水号代表此次业务的流水,短信优先级代表短信发送先后级别,发送短信端口为短信网关下发短信所用端口,发送短信类型分为普通短信、push短信及长短信,附加短信内容代表短信内容容纳不下时剩余部分的数据,短信序号代表拆分成多条短信发送时短信发送的顺序,操作工号代表办理此业务对应的工号,操作时间代表办理时间,发送时间为短信生成时间,短信超时时间为2050年。 SMS text messages on behalf of a template instance ID number, serial number of business representatives of the business of running water, SMS text messages sent on behalf of the priority level has to send an SMS text message to port is divided into ordinary text messaging at SMS gateway port, send a text message type, push and SMS long SMS, the additional SMS message content data representing the content of the remaining portion of the time to fit, SMS number representative of the order is split into a plurality of SMS messages sent on behalf of the operator to handle work number of this number corresponding to the service, the operating time represents the processing time transmission time generating time messaging, Short timeout to 2050.

[0042] 短信通道中包括以下部分:通道ID、归属系统、通道接口表、通道工作进程数、缓冲表最小数据量、缓冲表最大数据量、允许工作开始时段、允许工作结束时段、是否有效、工作组、通道描述。 [0042] SMS channel comprises the following parts: a channel ID, a home system, the channel interface table, the number of work processes channel, buffered minimum amount of data table, the buffer table the maximum amount of data allowed to work start time, allowable working period ends, is valid, working group, channel description. 通道ID代表各个通道表ID,归属系统分为CRM和BOSS系统,通道接口表代表各个通道对应的表,通道工作进程数代表与短信网关连接的进程数,缓冲表最小数量代表缓冲表中最小容纳的数据个数,缓冲表最大数据量代表缓冲表中最大可容纳的数据个数,允许工作开始时段代表短信允许下发的开始时间,允许工作结束时段代表短信允许下发的结束时间,工作组根据业务进行设定,通道描述代表此通道用于何种业务用途。 Channel ID represents the ID of each channel list, the home system is divided into CRM and BOSS system, the channel interface table represents a table corresponding to each channel, the number of processes working processes represents the number of channels connected to the short message gateway, the minimum buffer table cache table represents the number of the minimum received number of data, the cache table data representing the number of the maximum amount of data in the buffer table can accommodate the maximum allowed period start working on behalf of the message issued by the start time allowed, allowable working period ends allow messages on behalf of the end time issued by the working group is set according to the service, the channel description is representative of the channel for which service purposes.

[0043] 业务信息中包括以下部分:业务代码、业务信息。 [0043] The traffic information includes the following parts: service code and service information.

[0044] 业务单元短信下发的过程中使用统一的短信发送API完成短信发送。 Issued by the [0044] short message service unit during transmission using a unified API completion SMS message. 短信发送API如下: SMS API as follows:

[0045] [0045]

Figure CN103079178AD00071
Figure CN103079178AD00081

[0047] 以上所述仅为本发明的较佳实施例,并不用以限制本发明,凡在本发明的精神和原则之内,所作的任何修改、等同替换、改进等,均应包含在本发明的保护范围之内。 [0047] The foregoing is only preferred embodiments of the present invention, not intended to limit the present invention within the spirit and principle of the present invention, any modification, equivalent replacement, or improvement, it should be included in the present within the scope of the invention.

Claims (6)

  1. 1.一种NGCRM第二代客户关系管理系统短信管理的方法,包括以下步骤: 步骤一:业务单元根据所选择使用的短信模板,准备短信模板所需要的短信业务要素实际值; 步骤二:业务单元调用短信发送API应用程序接口,向短信发送API应用程序接口传入短信模板编号及业务要素实际值参数; 步骤三:短信发送API根据短信模板内容及传入的业务要素实际值,得到待发送的短信内容; 步骤四:短信发送API根据业务与短信通道对应关系决定将实际发送的短信内容插入到哪一个短信下发通道中; 步骤五:短信下发通道对应的短信下发模块根据短信实例接口表中的短信类型决定短信网关交互使用的协议方式。 A second generation method NGCRM customer relationship management system management messages, comprising the following steps: Step a: service units based on the selected template using SMS, short message service elements prepared actual values ​​desired message template; Step two: Business SMS unit calls application program interface API, the application program to send an API incoming SMS short message interface template ID parameter and the actual value of the operational elements; step three: the API SMS message content and the template element the actual value of the incoming traffic, to be transmitted to give content of the message; step four: send SMS API correspondence relationship between the channel decided to insert actually transmitted message content to which the message according to the short message service channel; step five: issuing module of SMS messages sent according to the message instance corresponding to the channel SMS interface table type determines SMS gateway agreement interactive use.
  2. 2.根据权利要求1所述的一种NGCRM第二代客户关系管理系统短信管理的方法,其特征在于:短信模版内容包括短信固定内容部分与若干业务要素占位符。 2. The method of claim 1 NGCRM second generation management customer relationship management system SMS claim, wherein: SMS message template includes a fixed portion and a plurality of operational elements content placeholder.
  3. 3.根据权利要求2所述的一种NGCRM第二代客户关系管理系统短信管理的方法,其特征在于:短信模板中配置短信内容的短信类型、短信优先级、短信下发端口、是否支持上行、短信预约发送或短信生命周期信息,这些配置信息并呈现在短信实例接口表中。 The method of one second-generation customer relationship management system of managing SMS NGCRM according to claim 2, wherein: the send port configuration message template SMS message content type, message priority, message, whether to support uplink , or SMS message transmission reservation lifecycle information, configuration information and examples presented in the message interface table.
  4. 4.根据权利要求1所述的一种NGCRM第二代客户关系管理系统短信管理的方法,其特征在于:增加短信下发通道配置信息,包括一个短信接口表信息及相应的短信下发程序配置信息;需要下发短信的业务单元根据它与短信下发通道的对应关系配置信息决定短信插进入哪一短信下发通道;未配置下发短信通道配置信息的业务单元将按照随机机制选择短信下发通道。 4. According to one of claim 1 NGCRM second generation method of the customer relationship management system as claimed in claim management message, wherein: increasing the driving passage configuration information message, comprising a short message interface information table and the corresponding outgoing SMS Configuration information; requires the text messaging service unit based on the correspondence which send text messages to the channel configuration information determining short hair is inserted into the channel on which the message; texting channel configuration information is not configured at the business units in a random selection mechanism of SMS hair channel.
  5. 5.一种NGCRM第二代客户关系管理系统的短信管理系统,其特征在于:包括业务模块、短信组装模块、短信下发模块, 业务模块用于提供短信模板所需的短信业务要素实际值; 短信组装模块将短信模板和短信业务要素实际值组装出实际发送的短信内容; 短信下发模块用于发送短信内容。 A second generation NGCRM customer relationship management system SMS management system comprising: a service module, SMS module is assembled, the message delivery module, service module for providing the desired short message service feature template actual value; SMS messaging template module assembly and the actual value SMS assembled elements actually sent the message content; means for transmitting a short message delivered by the message content.
  6. 6.根据权利要求5所述的一种NGCRM第二代客户关系管理系统的短信管理系统,其特征在于:所述短信模板中配置短信内容的短信类型、短信优先级、短信下发端口、是否支持上行、短信预约发送或短信生命周期信息。 6. According to a second generation NGCRM 5 of the customer relationship management system SMS management system of claim, wherein: said message configuration template SMS message content type, message priority, message sent next port, whether supports upstream, SMS booking or send text messages lifecycle information.
CN 201210581405 2012-12-27 2012-12-27 SMS management method and system ngcrm second-generation customer relationship management system CN103079178B (en)

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