WEBfactory 2010

By selecting the language from the upper-right drop down box, the user is able to change the language of the MessengerPro visualization at run time. The languages must be defined in WEBfactory 2010Studio.

The following communications services are supported when alerting the service employees:

Usually the message is composed of:

This information is separated by a period.

When notifications are sent via email, additional service documents can be attached to the email notification.

An email or fax notification includes:

SMS notifications are sent via analogue modems, GMS modems or ISDN devices. Since the SMS text is limited to 160 characters (based on the providers settings), the notification might be truncated.

For Voice messages, the computer reads the notification text. WEBfactory 2010 MessengerPro uses the Microsoft SAPI5 interface (voice engine). This open interface can be used in different available languages. 

The SAPI interface version 5.1 is available for free here.

The above package includes two English language engines.

The 4-bit ADPCM method is used for speech generation. The modem or ISDN card must support this procedure.

WEBfactory 2010 tested devices:

A voice message is composed of three parts:

Each service employee can acknowledge certain alarms if he is entitled to. Using a wired phone or a mobile phone or email, the alarm can be acknowledged by entering the alarm identifier and the employee number. If the acknowledgment is complete, no further notifications will be sent.

The alarm mode is regulated by the temporal and organizational procedures for alerting service personnel. The rules are assigned to the alarm occurrence during configuration. In the following subsections, the three different alarm modes supported by WEBfactory 2010 MessengerPro will be described.

In all alarm modes, the escalation table is followed. The escalation table sets out clear which service employee is notified, the time of notification and what notification service is used. Each service employee can specify multiple notification services, called “call destinations”. The alarm notification will be sent to each specified call destination.

If a Fax or Voice call cannot reach the destination due to busy line, the Voice call/Fax will be repeated at a later date. The time interval after an unsuccessful notification attempt is defined during configuration for each communication service.

The alarm chain determined by the escalation table is interrupted only when the alarm has been acknowledged through the visualization or when enough positive alarm acknowledgments have been received.

Direct Notification

When WEBfactory 2010 is operated without the MessengerPro module, sending alarm notifications is still possible. These notifications are directly assigned to a person and don’t follow the escalation tables, schedules or alarm groups.

The parametrization of the notification levels is independent of the used version and always possible.

Direct Notification example

Alarm Escalation Tables

Immediately after the notification request has been received, the WEBfactory 2010 MessengerPro determines, based on the assigned escalation table, the service employee to receive the notification and the call destinations.

Alarm Escalation Table example

Alerting according to Shift Schedules

When an alarm notification is to be sent to a service employee according to a shift schedule, WEBfactory 2010 MessengerPro first finds the shift schedule at the time of occurrence, using the occurrence time and the shift schedule. Based on this data, it uses the appropriate escalation table inside the shift schedule and afterward the service employees.

Alerting according to Shift Schedules

Alerting according to Alarm Groups

WEBfactory 2010 MessengerPro determines to which service unit to send the alarm notifications based on the alarm group that contains the triggered alarm. Each service unit has an associated shift schedule. The employees will be notified based on the associated shift plan and the escalation table.

Alerting according to Alarm Groups

The alarm notifications using alarm groups allow the usage of multiple shift schedules simultaneously. If two shift schedules are associated with one alarm group, both associated service units will be notified according to the shift schedule and the escalation table. Ex: The electricians and the mechanics.

Every action is logged in WEBfactory 2010 MessengerPro, including event notifications. Here are the following messages:

Use the http://servername/_WEBfactory /messengerpro address in the web browser. Replace the “servername” with the name of the computer where WEBfactory 2010 MessengerPro is installed. After the initialization, the login window appears.

The hardware related configuration can be done from WEBfactory 2010 Studio, from Settings > Messages > Services.

Messaging Services area

If no valid user is logged in, the application page will initialize the login dialog.

MessPro Web Access Login page

For every user with configuration read permission, the system authorization “MessengerPro: Guest” should be active. If the user is allowed to edit the configuration, the system authorization “MessengerPro: Administration” should be active.

The WEBfactory 2010 MessengerPro service can be started and stopped using the WEBfactory 2010 Service Manager.

Alternatively, the service can be started and stopped using the Services window in Microsoft Windows (Start > Control Panel > Administrative Tools > Services). The MessengerPro service can be set to start up automatically when Windows loads.

At runtime, the application has no user interface. However, it is possible to check the operations of the application using either the Call archive tool or the TraceInfo program.

Using the Call archive, the user can focus on communication errors using the filtering system.

The exact error message can be obtained using the TraceInfo application. This application displays the debug messages for all WEBfactory 2010 software.

Each service employee can interact with the application during a voice call using the phone keys. It’s possible to acknowledge by email, SMS or direct call. The acknowledgment of an alarm message is possible during a voice call. The called employee can interrupt the message and acknowledge the alarm.

Inside an alarming message (email, fax, voice call or SMS message) the user can configure additional information inside the following texts:

The following commands are recognized as text replacements:

Text replacement with MSSQL User Defined Functions (for advanced users only):

There is one command without a text replacement:

MessengerPro sends feedback messages (answer of MessengerPro Service to a confirmation request mail or SMS).

There are three types of feedback message:

For “Invalid request” messages there are no text replacement options.

For “Error occurred” message the user can have the following replacements:

For “Successful confirmation” messages all replacements for “Error occurred” messages are possible plus the text replacements with alarm properties (see sub chapter above).

It is possible to forward SMS and fax to an MS Exchange Server. This is done with CDO Objects from Microsoft. The Exchange Server is able to send a fax or SMS to a subscriber through an additional plugin (third party software).

Therefore exchange server needs to detect which message is a mail and which message is a fax message. This filter and the interface depends on the specific Exchange extension and could be for example a defined subject like “$$FAX$$” or similar.

For that purpose the fields (address, subject and text) of the exchange allow replacements: