SMS via Skype
Sending SMS via Skype (requires version 2.5 or
later) is another way of enabling support for
messaging functionality in SupportCalls. It is
cheap, convenient, seems relatively reliable too!
Every technician needs to have Skype installed with
valid credits to send SMS to mobile phones. There is
no specific settings that needs to be configured in
Skype. The only requirement is that it should be
running with valid credits. Skype is seamlessly
integrated with SupportCalls i.e., the sending of
SMS via Skype is done programmatically (through
Skype API) which means the technician does not
perform any manual steps during the process.
The technicians won't even notice the Skype is being
used during the whole process of SMS messaging. For
more on Skype SMS, visit the Skype website at
http://www.skype.com/allfeatures/sms/
.
How to get started?
First the helpdesk manager (or technician with
administrative rights) enables 'Allow SMS messaging'
and then select the option 'Use Skype to send SMS'.
Once set, it is done for all technicians.
For the first time, when a technician tries to send
an SMS (or call) to a mobile or phone number, Skype
would automatically pop up a message asking you if
to allow the Outlook Application (Outlook.exe)
access to that Skype functionality.
You will have to select the first option 'Allow
this program to use Skype' and then click OK to
continue. This setting is performed only one-time
per user; subsequent access happens seamlessly to
the technicians, i.e., Skype remembers the
selected option and would allow access as long as
the user don't explicitly unset it under Skype >
Tools > Advanced > Manage other programs' access to
Skype.
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