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SMS - Xcelnet

VIEWS: 7 PAGES: 37

									Disclaimer

This document is deemed to be correct at the time of publishing. As the development of the SMS component is in a dynamic and progressive state, the
information thus provided is in line with the software at the date of publication.

Every effort has been made to present this document as complete and accurate as possible, but no warranty or fitness is implied. The information provided
is on an “as is” basis. The authors and publishers shall have neither liability nor responsibility to any person or entity with respect to any loss or damages
arising from the information contained in the document.


                                                                                                                                                 Page 2 of 37
Table of Contents

DEVELOPER GUIDE FOR SMS .......................................................................................................................................................5
    OVERVIEW .................................................................................................................................................. 5
    AUSTRALIA AND NEW ZEALAND SUPPORT.................................................................................................... 5
      Caution: International Support .................................................................................................................................................5
USER MODEL ....................................................................................................................................................................................6
    END USER SMS TOOLS .............................................................................................................................. 6
    DEVELOPER FUNCTIONS ............................................................................................................................. 6
    INTERFACES ................................................................................................................................................ 6
CREDIT MANAGER...........................................................................................................................................................................7
    MALICIOUS USAGE ...................................................................................................................................... 7
    TO PURCHASE CREDITS (ONLINE)............................................................................................................... 7
    TO PURCHASE CREDITS (BULK) .................................................................................................................. 7
    TO TRANSFER CREDITS .............................................................................................................................. 7
    CREDIT LOG ................................................................................................................................................ 8
REGISTER MOBILE PHONE ............................................................................................................................................................9
    TO REGISTER A MOBILE PHONE .................................................................................................................. 9
    REGISTERING MULTIPLE PHONE NUMBERS ...............................................................................................10
      Primary Phone ........................................................................................................................................................................10
SMS SENDER...................................................................................................................................................................................11
    INDIVIDUAL DESKCONTROL USER..............................................................................................................11
    MEMBERS OF A GROUP .............................................................................................................................11
    MOBILE NUMBER .......................................................................................................................................11
    SENDER ....................................................................................................................................................12
    MESSAGE..................................................................................................................................................12
      Tick to preview message before sending..............................................................................................................................12
      Tick to CC message to your email address...........................................................................................................................12
DESKCONTROL 24HR ASSISTANT..............................................................................................................................................13
       Using the 24Hr Assistant........................................................................................................................................................13
    COMMANDS ...............................................................................................................................................14
       FIND {name} ...........................................................................................................................................................................14
       FIND1 {name} .........................................................................................................................................................................14
       GROUP {group name}............................................................................................................................................................14
       HELP .......................................................................................................................................................................................14
       STATUS ..................................................................................................................................................................................14
    FIELDS RETURNED ....................................................................................................................................14
    COSTS AND CREDITS ................................................................................................................................14
FORM TO MESSAGE ......................................................................................................................................................................15
         Simple HTML CODE...............................................................................................................................................................15
         Creating a Key ........................................................................................................................................................................15
         Selectable Destinations..........................................................................................................................................................16
         Message Length and Type.....................................................................................................................................................17
         Costs and Credits ...................................................................................................................................................................17
ASP TO MESSAGE..........................................................................................................................................................................18
         Message Length and Type.....................................................................................................................................................19
         Costs and Credits ...................................................................................................................................................................19
SMS WEB SERVICE........................................................................................................................................................................20
         Message Length and Type.....................................................................................................................................................20
         Costs and Credits ...................................................................................................................................................................20
                                                                                                                                                                                  Page 3 of 37
         Throughput..............................................................................................................................................................................20
         Error Handling.........................................................................................................................................................................20
AUTOWORD.....................................................................................................................................................................................21
    AUTOWORD WITH SHARED INBOUND PHONE NUMBER...............................................................................22
    AUTOWORD WITH A DEDICATED PHONE NUMBER......................................................................................22
    AUTOWORD LOCATION .............................................................................................................................22
    TO SELECT THE LOCATION OF THE AUTOWORD:- .......................................................................................23
    •    CLICK ON THE MOBILE PHONE NUMBER THAT WILL BE USED FOR THE INBOUND SMS. IF YOU HAVE
    PURCHASED YOUR OWN INBOUND PHONE NUMBER, IT WILL APPEAR IN THE AUTOWORD LOCATION ALONG
    WITH THE NORMAL DEKSCONTROL SHARED MOBILE PHONE NUMBER. ........................................................23
    AUTOWORD NAME ....................................................................................................................................23
      Case for Inbound Text Messages and AutoWords ...............................................................................................................23
    AUTOWORD DESCRIPTION ........................................................................................................................23
    AUTOWORD USABILITY .............................................................................................................................23
    RESPONSE ................................................................................................................................................24
    AUTOREPLY ..............................................................................................................................................24
    AUTOREPLY EXAMPLE ..............................................................................................................................24
    URL FORWARD.........................................................................................................................................24
      URL Forward Example ...........................................................................................................................................................25
    URL FETCH (THIS FUNCTION WILL BE AVAILABLE SOON) ............................................................................25
    URL FETCH EXAMPLE ...............................................................................................................................26
    AUTOWORD CHARGE ................................................................................................................................26
      Payment by AutoWord Owner................................................................................................................................................26
      Payment by AutoWord User...................................................................................................................................................26
SAMPLE BUSINESS CASE SCENARIOS.....................................................................................................................................27
    1. ‘HAIR-WAVE’ MAXIMISES BUSINESS WITH NEW ‘WEB PAGE TO SMS MESSAGING’ TECHNOLOGY. ..........27
       How it works:...........................................................................................................................................................................27
    2. ‘SMS BROADCASTING’ PROVES TO BE A WINNER FOR ‘COMMERCIAL SEAFOOD SUPPLIERS’. ...............27
       How it works:...........................................................................................................................................................................27
    3. WEB PAGE ‘FORM TO SMS’ WORKS FOR HINKLE HARDWARE. ..............................................................28
       How it works:...........................................................................................................................................................................28
    4. WESTERN BATTERY SERVICE FEELS ‘FORM TO SMS WITH SELECTION BOX’ TAKES THE CAKE. .............28
       How it works:...........................................................................................................................................................................28
    5. ‘SMS AUTO WORDS AUTOREPLY’ DOES THE JOB FOR WESTWOOD TRUCKING. ....................................29
       How it works:...........................................................................................................................................................................29
    6. NORTHERN LABORATORY SUPPLIES FINDS ADVANTAGE TO ‘SMS AUTOLOOKUP’..................................29
       How it works:...........................................................................................................................................................................29
APPENDIX A ....................................................................................................................................................................................30
    SPECIAL CHARACTERS ..............................................................................................................................30
APPENDIX B ....................................................................................................................................................................................31




                                                                                                                                                                                 Page 4 of 37
Developer Guide for SMS
Overview
DeskControl’s SMS Platform is designed to make it easy for Developers to tap into the power of SMS (or Text Messaging)
without having to invest a large amount of time and capital in building the necessary infrastructure.

The SMS Platform provides support for both inbound and outbound text messaging. A developer can build applications that
generate text messages to mobile phones or receive text messages and then process the incoming message.

SMS (or Text Messaging) is becoming pervasive. Just about all mobile phones on the market today have SMS capability
and there has been high adoption of person-to-person messaging. This indicates that the market is comfortable with the
technology. Since there is now a large base of customers that have access to the technology and are comfortable with
using it, there is enormous potential for the development of automated systems that utilise this technology. It is expected
that automated SMS messages will exceed the current person-to-person usage over the next few years.

Australia and New Zealand Support
The outbound SMS service can be used to send and receive SMS messages to any GSM mobile phone within Australia and
New Zealand. The SMS capability has been tested on the following GSM networks: Vodafone AU, Vodafone NZ, Optus AU,
Telstra AU and Telecom NZ.

Caution: International Support
Although at present it is possible to send SMS messages to most other counties that have deployed a GSM network, the
carriers are still in the process of finalising the cost of text messages interchange (exchanging messages from carrier to
carrier). Developers should be extremely cautious about developing solutions that rely on text messages being transferred
to and from international destinations. It is possible that in the future additional fees may apply for text messages that are
sent to/received from international destinations, or the ability to send/receive text messages from a particular country may
be withdrawn.

This document covers:

     •    User Model
     •    Credit Manager
     •    End User Interfaces
     •    Developer Interfaces




                                                                                                                      Page 5 of 37
User Model
In order to use the SMS service you need a valid logon for DeskControl™. (Any email user that is set up at WebCentral will
be able to logon to DeskControl). Once logged onto DeskControl the user will be able to access the three main SMS
systems.

          (1)       Phone Registration – Confirming the phone number of the mobile phone user
          (2)       End User SMS Tools – Use SMS Manager and 24Hr Assistant to send SMS messages from a mobile
                    phone to DeskControl and query various data that is within the DeskControl Systems.
          (3)       Developer Tools - Configure the various SMS Development systems within DeskControl to build
                    Automated SMS systems.

End User SMS Tools
Options 1 and 2 are End User Functions, that is, they are ready to be used and no development is required. It is envisaged
that an employee of the company would use these functions.

Developer Functions
With option 3, when the development tools are being used, the only DeskControl logon that is required is a single account
which is used to maintain sufficient credits to ensure that your SMS application is able to deliver messages.

                Note to Developers:
!               If you are building an application for a customer which uses a single DeskControl account to store
                credits so that the application can send text messages, its a good idea to create a new
                DeskControl account for this purpose (you simply create a new email account in Mission Control).
                This account is then used to maintain credits for the SMS application. When this account is
                created, the developer/Office Manager would logon to DeskControl using this account to update
                the credits. Make sure that an ’Email Forwarder‘ is placed on this account to forward any ’SMS
                Low Credit’ warnings to the appropriate person within the company.

Interfaces
The SMS Interfaces include several interfaces that the DeskControl user or the developer can access and utilise.




The Customer Interfaces are designed to be simple and ready-to-use while the Developer Interfaces range in complexity
                                      from simple cut and copy of code to solutions that require detailed programming.



                                                                                                                     Page 6 of 37
Credit Manager
A vital part of DeskControl’s SMS system is the Credit Manager. The Credit Manager performs four main functions:

     (1)        Maintains a count of the current available credits;
     (2)        Allows the user to purchase additional credits;
     (3)        Allows the transfer of credits from this account to other users; and
     (4)        Provides a log of credit purchases and credit usage.

The Credit Manager ensures that the user who is sending the SMS has sufficient credits to be able to send the text
message to the network.

With the Credit Manager, the DeskControl user is assigned a number of credits. The user can buy credits using a credit
card, or another DeskControl user can buy credits and then transfer the credits across to the first user. Each credit has a
value of AUD$0.05.

Malicious Usage
When you build an automated SMS application and make it available on the internet, there is always a chance that a
malicious user may abuse your SMS application. For example, a staff member might use the system to send hundreds of
messages each day to a lover. If you have a Sales Lead Form on your web site that sends a message to the Sales
Manager’s mobile phone, there is always a chance that someone could repeatedly click the ‘send’ button and generate lots
of garbage messages. In the worse case, the user will only ‘burn up’ the available credit that you have on the account.
When the credits in the DeskControl account are low, the Office Manager can transfer more credits to the account.


                Important Note:
!               There is no Credit Manager used with the SMPP Gateway, customers should build credit
                protection systems into their application when they use the SMPP Gateway.



To Purchase Credits (Online)
Any valid DeskControl user can buy credits online using a credit card (Visa or MasterCard only at the time of publication of
this document). The transaction is cleared through a real-time payment gateway and the credits will be available instantly for
use. The steps to do this are:

     •     Logon to DeskControl
     •     Select ‘Credit Manager’ from ‘My Profile’ menu
     •     Click ‘Purchase Credits’
     •     Select the number of credits you want
     •     Enter a valid credit card (MasterCard or Visa are the only cards accepted at this stage)

The credits will be available instantly once the credit card has been processed by the payment gateway as a real-time
transaction.

To Purchase Credits (Bulk)
Customers who need to purchase more than 1,000 text messages per month should contact the Sales and Service
department who can provide a quote based on special rates for bulk SMS messages. These credits can be issued to any
DeskControl user. Contact Sales and Service on Australia 1 800 800 099 or New Zealand NZ 0800 440 077

To Transfer Credits
DeskControl allows a user to transfer credits to other DeskControl users. The user does not have to be within the same
company as the person who is transferring the credits. You can transfer to ANY person who has a DeskControl logon. You
will need to know the person’s correct email address.



                                                                                                                    Page 7 of 37
If you inadvertently transfer credits to the wrong person, you cannot undo this transaction. You will need to have that person
logon to DeskControl and transfer the credits back to you OR you need to contact Accounts and have them reverse the
transaction for you. This may require a written confirmation of the request.

Credit Log
DeskControl provides a detailed log of how the credits are transferred and consumed.

4163 8/5/2002 1:46:40 PM FROM:+61410494015-TO:+61404823180-MSG:Find STEVE-COST:0SMS CREDITS DEBITED
                          FROM:-TO:-MSG:ACCT:689-Credited:150-DETAILS:Transfer of credits to: Marketing, from:
3854 8/2/2002 5:42:52 PM
                          Maria@eye-catch.biz
                          FROM:+61416905800-TO:+61414987980-MSG:Code Word ************-COST:-5SMS CREDITS
3350 8/2/2002 9:36:35 AM
                          DEBITED
                          FROM:+61416905800-TO:+61410494036-MSG:Troy Kelly has been fired, if you see him remove
3006 7/31/2002 9:21:37 PM
                          him from the office!!!-COST:-5SMS CREDITS DEBITED




                                                                                                                    Page 8 of 37
Register Mobile Phone
Users within DeskControl need to register their mobile phone for two main reasons. The first is so other DeskControl users
can send messages to a DeskControl user by name rather than by remembering their mobile phone number.




When a user has registered their mobile phone, a mobile phone icon will appear next to their name in all the contacts lists.
When the icon is clicked, the SMS Sender page will appear and a text message can be instantly sent to the user.

The second reason for registering a mobile phone is so that outgoing messages that are sent with DeskControl’s SMS
Manager page will appear to come from the registered mobile phone and not the generic DeskControl phone number.




When the message is received on the destination mobile phone, the ‘from’ number will be the number which is selected in
the DeskControl SMS Manager form.

If the message recipient replies to the message from their mobile phone, then the reply will go to the registered mobile
phone.

To Register a Mobile Phone
     •    Logon to DeskControl
     •    Select ‘Messages/SMS Manager/Register Mobile’
     •    Enter the mobile phone number and name of the mobile, then click ‘Send Code Word To phone’ button. The
          ’Name‘ field is simply a name to identify the mobile phone
     •    A message will appear on the mobile with the code word
     •    Enter mobile phone and code word into DeskControl Register Page
     •    Select mobile number and click ‘Make Primary’




                                                                                                                    Page 9 of 37
Registering Multiple Phone Numbers
It is possible to have multiple mobile phone numbers registered within DeskControl. When you are sending messages with
the SMS Manager, you can select one of the registered mobile phones as the originator of the message. This is ideal if the
DeskControl user has more than one mobile phone OR if the person is an assistant to a number of people, and wants to be
able to send SMS messages that appear to come from these people.

               Note:
!              To register multiple mobile phones the person will need to have access to the mobile phone that
               is being registered so that the code word can be entered into DeskControl.



Primary Phone
If you register multiple mobile phones then you need to set one phone number as the primary phone. The primary phone is
the phone number that is used by the 24Hr Assistant. When the user sends a message from their mobile phone to
DeskControl’s 24Hr Assistant, the assistant will look up the sender’s mobile phone and locate the DeskControl account that
has that mobile phone registered as the primary number.




                                                                                                                 Page 10 of 37
SMS Sender
The SMS Sender is an easy-to-use interface that is used to quickly send SMS messages to mobile phone users. The SMS
Manager is available to all DeskControl users providing the user has enough credits to send a message.




The destination SMS phone number can be an individual DeskControl user, members of a DeskControl group or a standard
mobile phone number.

Individual DeskControl User
To send a message to an individual DeskControl user, click the (…) button next to ’Individual User‘ to display a list of
DeskControl users.




Users that have registered their mobile phone will be displayed with a small phone icon adjacent to the name. If you attempt
to send a text message to a user who has not registered their mobile phone then an error message will appear when you
click the ‘Send Message’ button.

Members of a Group
To send a message to members of a DeskControl group, click the (…) button to display a list of DeskControl groups. If a
member has not registered their mobile phone number, then they will not receive the message that was sent to the group.
Use the ‘Preview’ check box when sending the message to see which users of a group have registered their mobile phone.

Mobile Number
This field will accept up to 100 mobile phone numbers. Each number should be separated by a comma (,). Any duplicate
phone numbers in the list will be reduced to a single entry for that mobile phone number, so only one message is sent.




                                                                                                                    Page 11 of 37
Sender
The ‘Sender’ field specifies the phone number that the text message should appear to have come from. If you have
registered more than one mobile phone then you will be able to select which phone the message has come from.

If you have not registered any phone numbers, then the text message will appear to have come from a generic DeskControl
phone number.

Message
You can enter up to 160 characters into the Message field.

The following characters can be included in an SMS message.

Alphabetic
a-z, A-Z
äÄöÖüÜ                                                       dieresis/umlaut
â                                                           circumflex/caret
àÀèÈìÌòÒùÙ                                                   grave
éÉ                                                           acute
æÆ                                                           diphthong/ligature
ç                                                            c cedilla
ñ                                                            n tilde
ø                                                            o slash
Numeric
0-9
Special
.,?!:;-+#*"'_@&%/<=>¡¿§¤¥£$¤                                 period/full stop, comma, question mark, exclamation
                                                             mark, colon, semi-colon, minus/dash, plus,
                                                             number/hash, asterisk, quotation, apostrophe,
                                                             underscore, at, ampersand, percent, forward
                                                             slash/solidus, less than, equals, greater than, inverted
                                                             exclamation, inverted question, section, general
                                                             currency, yen, pound sterling, dollar, euro


A new line can be delivered in the form of a carriage return and a line feed (ASCII characters 10 and 13)1

                Please note:
!               Not all mobile phones may be able to view these characters as some special characters may
                differ depending upon the make and model of the handset.


Tick to preview message before sending
If you tick this option you will be displayed a preview page which shows; the text message; total number of credits required
and the phone numbers of the recipients.

Tick to CC message to your email address
If you tick this option, a copy of the message you have sent will be placed in your Mailbox.




1Not all phones support ‘new lines’ contained in text messages. It is accepted best practice to not use a new line in the
message.
                                                                                                                    Page 12 of 37
DeskControl 24Hr Assistant
The 24Hr Assistant will allow you to send messages from your mobile phone and look up information that is stored in
DeskControl.

The 24Hr Assistant is ideal for staff who are away from the office, or managers who need to contact people when no one is
at the office to look up the details for them.




Using the 24Hr Assistant
You need to make sure that you have registered your mobile phone and you have set it as the primary mobile phone for the
DeskControl account (refer to the previous chapter on Registering your mobile phone)

Access the 24Hr Assistant page in DeskControl to view the 24Hr Assistant’s mobile phone number. This is the number that
you need to send your text message to.




                                                                                                               Page 13 of 37
Commands
Create a text message that uses the following commands.

FIND {name}
       The Find command will look up the DeskControl phone book to see if any matching entry can be found. It will then
       return a text message to the sender with those details.

          When attempting to find the correct user, the Find command will look at the first name, then last name when
          locating the correct user. If more than one user is found then DeskControl will return as much data as it can within
          the 160-character limit of the text message size.

          If no user is found a “No Records found for:{name}” will be sent back to the user.

FIND1 {name}
       Find1 works in the same way as the Find command above, but returns the first user details for the user name that
       matches the criteria entered.

          If no user is found no response will be sent back.

GROUP {group name}
     Sends a text message to all members of a group with {groupname} . The group must be part of the current
     DeskControl Domain, you cannot send to a group at another company.

          If you are a member of the group that you are sending to you will receive a copy of the message.

HELP
          Returns this set of instructions on usage of the commands.

STATUS
     Advises the number of DeskControl credits the current account has remaining.

Fields Returned
The return message from the 24Hr Assistant will contain the following fields:

     •    Full name of the user
     •    Home phone
     •    Xtn
     •    Mobile
     •    Home 2nd

Costs and Credits
Each time a message is sent by DeskControl back to the user, the user’s account will be deducted 5 credits (the costs of
sending the SMS message). If the user has insufficient credits no reply message will be sent.




                                                                                                                   Page 14 of 37
Form to Message
The Form to Message system allows you to easily create a form that can be added to your web site to accept messages
from users who are visiting your web site and then send these messages to a mobile phone number that you have
previously specified.




Simple HTML CODE
<form action="http://dc-au.server-secure.com/net/formprocess/processthis.aspx"
method="POST">
   <input type="hidden" name="redirect" value="http://www.eye-
catch.biz/demo1_thanks.htm">
   <input type="hidden" name="key" value="c5743a5-9dda-4bd99-b8e7-c26a6ff7b403">
   <textarea rows="2" name="message" cols="20"></textarea><br>
   <input type="submit" name="Send to Sales" value="Send to Sales">
</form>

For security reasons the Form to Message system does not display the destination mobile phone number in the HTML code
which you put on your web site. Instead, a large random key is displayed within the form. This key is used to look up a
secure database to determine the destination phone number for the message.

Creating a Key
To create a key for the Form to Message system, access the ‘Form to Message’ page in DeskControl.

    •    Click ‘Add New Service’ link
         You will then need to fill in details for the Form to Message Service
    •    Set the ‘Status’ to Enabled
         You can Enable and Disable the Service as you wish, this takes effect immediately. When the service is disabled,
         users will still be able to fill in the form on your web site, but the details will not be sent to the mobile phone.
    •    Enter the name for the Form
    •    Enter the mobile phone number that you want the message to be sent to. This needs to be in International phone
         format i.e.: +61 414 8885555
    •    The key field will be automatically generated for you. Please note that the key is randomly generated, there are no
         phone numbers or IDs encoded inside the key.
    •    The ‘Default URL’ is the page that is displayed once the user clicks the ‘Send’ button on the form.
    •    The ‘Default Message’ is the text that will appear in the text box where the visitor to your web site will enter their
         query or comments.
    •    Click the ‘Update’ button
                                                                                                                   Page 15 of 37
Once you have updated the service you can click the ‘Edit/Show’ link and sample HTML code that can be included on your
web site will appear at the bottom of the page.

Selectable Destinations
If you want to allow visitors to your web site the ability to select which mobile phone the message is sent to you can simply
create a key for each mobile phone destination and allow the user to select these using a Select drop down menu.




In Sample HTML Code provided in DeskControl replace the line:

<input type="hidden" name="key" value="c574e3a5-9d1a-4b99-b8e7-
c26a6ff7b403">

With:

Select your State
<select size="1" name="key">
<option value="dcc44cd5-0d41-4732f-a4bf-87c7193b59cd">South
Australia</option>
<option value="c574e3a5-9d1a-4b399-b8e7-c26a6ff7b403">Western
Australia</option>
</select>
In the example above you need to replace the sample keys, with the ones you create in DeskControl.


                                                                                                                   Page 16 of 37
Message Length and Type
The Form to Message service can send a maximum of 160 characters. Any message greater than 160 characters will be
truncated at 160 characters.

The message text must only contain 7 bit ASCI characters. For information on which characters are permitted refer to
Appendix A.

Costs and Credits
Each time a message is sent to the mobile phone specified in the key, the DeskControl account where the key has been
created will be debited 5 credits.

If the DeskControl account has insufficient credits the system will not generate an error message when the Form to
Message service is called. A copy of the failed transaction will appear in the Credit Manager log file.




                                                                                                                Page 17 of 37
ASP to Message
The ASP to Message service provides you with the ability to have code on an ASP page call the DeskControl SMS service.
Unlike the simple Form to Message service, this system provides the developer with a great deal of control over the
message text that is sent and the destination number.

The ASP to Message service uses the DeskControl SMS web service to generate SMS messages.




                                                                                                            Page 18 of 37
Message Length and Type
The ASP to Message service can send a maximum of 160 characters. Any message greater than 160 characters will be
truncated at 160 characters.

The message text must only contain 7 bit ASCI characters. For information on which characters are permitted refer to
Appendix A

Costs and Credits
Each time a message is sent to the mobile phone using the ASP to Message service the DeskControl account will be
debited 5 credits.
If the DeskControl account has insufficient credits or another failure occurs the called object will return false and a copy of
the failed transaction will appear in the Credit Manager log file.




                                                                                                                      Page 19 of 37
SMS Web Service




The SMS web service allows the developer to send SMS messages by calling the SendSMS web service.

Message Length and Type
The SendSMS web service can send a maximum of 160 characters. Any message greater than 160 characters will be
truncated at 160 characters.

The message text must only contain 7 bit ASCI characters. For information on which characters are permitted refer to
Appendix A.

Costs and Credits
Each time a message is sent to the mobile phone using SMS web service the DeskControl account will be debited 5 credits.

Throughput
The web service is capable of up to one thousand messages per second. This is dependent on external factors such as
network performance and other users on the system.

Error Handling
This is dependent on which service you call. For the SendSMS web service you will either receive a true or false response.
A true response indicates that the message was successfully handled by the web service, a false response indicates some
level of failure ranging from insufficient credits to a system malfunction.

The SendSMSString web service will return an error code and error text that will accurately detail the error that has
occurred.

Both web services will log a successful or failed event in the credit log.




                                                                                                                   Page 20 of 37
AutoWord
One of the most powerful services of the DeskControl SMS system is AutoWord. The AutoWord system is an inbound SMS
system that receives incoming SMS messages and then passes them to one of three processing systems.

The inbound message can be sent from any mobile phone that supports the SMS messaging system and is connected to
any2 GSM or GPRS network in Australia and any3 GSM4 Network in New Zealand.




When an AutoWord is created you need to decide if it will use a shared inbound phone number or dedicated inbound phone
number. This section provides details on how the inbound phone numbers work.



2 Currently supported networks are Telstra, Vodafone and Optus
3 Currently supported networks are Vodafone New Zealand and Telecom New Zealand
4 There is currently no carrier support for GSM to GPRS and vice-versa messaging. When this is supported the WebCentral

SMS gateway will make use of it.
                                                                                                            Page 21 of 37
AutoWord with Shared Inbound Phone Number
The shared inbound phone number is a simple and economical way of being able to process inbound SMS messages. The
system works as follows:

     •    A mobile phone user sends a text message to the DeskControl phone number
     •    The first word in the text message is used to look up the AutoWord Dictionary
     •    If the word is found in the AutoWord Dictionary then it will result in 1 of 3 possible responses. The type of
          response is set up when the AutoWord is created.
                o AutoReply: a fixed text response is returned to the sender,
                o URL Forward: the text message is forwarded to a web page which processes it or
                o URL Fetch: the text message is passed to a web page and the results of the web page are then sent
                     back to the sender as an SMS message.
     •    Cost of using the AutoWord system with a shared inbound phone number:
                o There is no charge for using the inbound function of the AutoWord service . If you use the AutoReply or
                     URL Fetch systems, these systems generate an outbound text message for which the cost is debited
                     from a DeskControl account.
                o If you use URL Forward you need to ensure that for every 10 incoming messages your SMS Application
                     generates at least one outgoing DeskControl text message. If your application is outside this ratio or
                     doesn’t generate any SMS messages at all then you are charged 0.5 of a credit for every inbound SMS
                     message.
                o Any outbound messages generated by the AutoReply or URL Fetch functions have their cost debited
                     from the current DeskControl user.
     •    The only disadvantage with the shared inbound phone number is that other DeskControl users may register an
          AutoWord that you want. For maximum flexibility it is best to use a dedicated inbound phone number.

AutoWord with a Dedicated Phone Number
A phone number is reserved exclusively for a single DeskControl user; this provides the ultimate in convenience. The
system works as follows:

     •    A mobile phone user sends a text message to a DeskControl phone number which is reserved for the exclusive
          use of a single DeskControl user.
     •    The dedicated inbound phone can be set up to use the first word of the inbound message as an AutoWord, or it
          may simply respond in a default manner.
     •    The first word in the text message is used to look up the AutoWord Dictionary
     •    If the word is found in the AutoWord Dictionary then it will result in 1 of 3 possible responses.
                o AutoReply: a fixed text response is returned to the sender,
                o URL Forward: the text message is forwarded to a web page which processes it or
                o URL Fetch: the text message is passed to a web page and the results of the web page are then sent
                     back to sender as an SMS message.
     •    Cost of using the AutoWord system
                o There is a fixed monthly charge for using the AutoWord system with a dedicated inbound phone
                     number. The amount is dependent upon the volume of inbound messages that you plan to receive.
                     Email sales@deskcontrol.com for the latest pricing on dedicated inbound phone numbers for the
                     AutoWord system.
                o There is no charge for inbound text message processing with a dedicated phone number.
                o Any outbound messages generated by the AutoReply or URL Fetch functions have their cost debited
                     from the current DeskControl user.

AutoWord Location
When you register an AutoWord you can in turn have AutoWords that sit below the AutoWord you have already registered.
This allows you to build an AutoWord system which uses two or more words as part of the query.

In the examples below, if the word “mechanic” is sent as an AutoWord then a simple AutoReply is sent back to the user.
The AutoWord “BarStaff” allows for an additional word to be supplied, i.e. the day of the week. Each day will generate a
different response.

                                                                                                                 Page 22 of 37
Example of an AutoWord in the TopLevel Location
AutoWord: Mechanic            Location:TopLevel             Response:AutoReply – “the mechanic on duty is
Bob”


Example of a AutoWords in TopLevel and SubLevel Locations
AutoWord:    BarStaff     Location:TopLevel             Response:AutoReply – “enter day of week- Mon, Tue,
Wed”
AutoWord:    Mon          Location:        BarStaff     Response:AutoReply       –   “Peter, Kate, Sam, John”
AutoWord:    Tue          Location:        BarStaff     Response:AutoReply       –   “Peter, John, Sam, John”
AutoWord:    Web          Location:        BarStaff     Response:AutoReply       –   “Mike, Paul, Sam, John”
AutoWord:    Thu          Location:        BarStaff     Response:AutoReply       –   “Jane, Kate, Ken, John”


To select the location of the AutoWord:-

     •    Click on the mobile phone number that will be used for the inbound SMS.
          If you have purchased your own inbound phone number, it will appear in the AutoWord location along with the
          normal DeksControl shared mobile phone number.
     •    Then click Top Level if you want this AutoWord to be a top level word
     •    Or click an existing AutoWord is you want this AutoWord to be a Sublevel AutoWord




AutoWord Name
The AutoWord Name is the word that is entered at the start of a text message, when the message is received by
DeskControl it will look up the AutoWord Dictionary to find which user has registered this word and then process the text
message.

If you are using the shared inbound phone number:

AutoWords must be unique within the phone number to which they are registered.

The AutoWord must be at least 8 characters in length. It is possible to have a shorter AutoWord but a charge will apply,
email sales@deskcontrol.com for pricing details.

If you are using a dedicated inbound phone number, the AutoWord can be any number of characters in length or you can
choose not to use any AutoWords at all. If the AutoWord Name is set to ‘{default}’ then no AutoWord is required and the
{default} response will be processed when any incoming messages are received.

Case for Inbound Text Messages and AutoWords
Both inbound text messages and AutoWords are case insensitive. If an inbound message contains the word “STOCK” this
will match the AutoWord “stock”.


AutoWord Description
This is the description that appears in the AutoWord Dictionary.


AutoWord Usability
AutoWord usability determines who can use the AutoWord. There are options for usability:

     •    Your AutoWord - This DeskControl account only
          This AutoWord will only respond when the text message is sent from the mobile phone that has been registered
          for this specific DeskControl account (refer to the early chapter for information on registering a mobile phone)
     •    Local AutoWord - Any DeskControl account in this domain
          This AutoWord will only respond when the text message is sent from a mobile phone that has been registered in
          DeskControl by a person in the same company (i.e.: the user appears in the DeskControl Extension list).
     •    Global AutoWord - Anyone can access
          This AutoWord will respond to any user that sends the request. Phones do not need to be registered.

                                                                                                                  Page 23 of 37
Response
There are three ways in which the AutoWord can be responded to: AutoReply, URL Forward and URL Fetch5.

AutoReply
If an AutoReply response is selected then the user who sends the inbound text message will receive the text specified in the
text box as an SMS message. The AutoReply message must meet the normal criteria for an SMS message, i.e.: max of 160
characters and only valid characters are used (refer Appendix A).

If the AutoReply field is left blank no reply will be sent.

AutoReply Example




The office manager has registered the AutoWord “Mechanic” and set up a reply advising details as to who is on duty. Staff
can look up this information using a normal phone, 24 hours a day.

URL Forward
If URL Forward is selected then you need to provide a full URL in the text box. The format for the URL is:-
http://www.domain.com/page.asp
When an inbound text message is received it will be passed to the specified web page along with five variables. The
variables contain the data from the inbound text message.
      • msgid – DeskControl Message Identifier
          The msgid is a unique number which is assigned to all inbound messages by DeskControl. It is formatted as an
          integer number (Long Integer). The msgid will also appear in the Credit Manager log.
      • sender – Sender’s mobile phone number
          This is the phone number of the person who sent the inbound text message. It is formatted in the International
          telephone format (e.g.: +614404985555).
      • receiver – Receiver’s mobile phone number
          This is the phone number that the inbound text message was sent to. It is formatted in the International telephone
          format (e.g.: +614404985555).
      • content – content of the inbound text message
          This is the FULL text message that was sent, it includes the AutoWord
      • udh – For binary messages this field contains information that allows the phone to know what type of binary
          message it is receiving, for example, image, logo, ring tone, etc.


5   DeskControl AutoWord functionality has not yet been released to the general public.
                                                                                                                 Page 24 of 37
If you use the URL Forward, it is up to the operation of the receiving web page to generate any response back to the user if
a response is required.


URL Forward Example




Clubbers on the dance floor send an SMS message to vote for the next song:

     •    Clubber on Dance Floor sends the text message “votefor 2”
     •    The AutoWord “votefor” is looked up and the text message “votefor 2” is passed to a web page which was set
          when the AutoWord was created.
     •    Web page stores the song number (along with the sender’s mobile phone number) in a database.
     •    A separate web page displays the voting results and displays them on a web page for all the clubbers.
     •    The nightclub owner has now obtained a list of mobile phone numbers and can send messages to the clubbers
          offering special discounts on horrendously overpriced drinks.

URL Fetch (this function will be available soon)
The URL Fetch works in exactly the same way as the URL Forward except that URL Fetch will wait for a response from the
web page that it passes the text message to and then forward that response back to the sender of the original text
message.

With URL Fetch the same five variables are passed to the destination web page. Because URL Fetch will take care of
generating the return text message, the main job of the destination web page is to build the response text - it does not need
to worry about message ID or the sender’s mobile phone number.




                                                                                                                  Page 25 of 37
URL Fetch Example




     •    Mobile phone user sends the text message “Stock m987”
     •    The AutoWord “Stock” is looked up and the text message “Stock m987” is passed to a web page that was set
          when the AutoWord was created.
     •    URL Fetch waits for the response.
     •    The first 160 characters of the response are sent back to the mobile phone user.

AutoWord Charge
If the AutoWord is configured to use the AutoReply or the URL Fetch then there is a cost associated with sending the
response text message back to the sender. There are two ways in which the cost of sending the message can be paid for, it
can be paid by the DeskControl account where the AutoWord is set up (AutoWord Owner) or it can be paid by the
DeskControl users who send the text message (AutoWord Users) if the AutoWord usability is set to Local AutoWord or
DeskControl AutoWord.

Payment by AutoWord Owner
In most cases, the DeskControl user who has set up the AutoWord will pay for the cost of sending any responses back to
the originator of the text message. The DeskControl user will need sufficient DeskControl credits to facilitate the reply.

Payment by AutoWord User
If however the AutoWord usability has been set to local, i.e. only members of the company can use the AutoWord, then you
can elect to have the cost of sending the reply debited from the originator’s DeskControl account. This charging system
requires that everyone who is using it have sufficient DeskControl credits.




                                                                                                                  Page 26 of 37
Sample Business Case Scenarios
1. ‘Hair-Wave’ maximises business with new ‘Web Page to SMS Messaging’
technology.
Like most businesses, Hair-Wave Hairdressing Salon likes to attract repeat business from past clients.

Printing pamphlets and posting out letters every fortnight has always been costly and time consuming for Hair-Wave’s
owner, Karen. Now, ‘SMS Messaging’ technology allows Karen to communicate with her clients more effectively.

Karen no longer has to fit into the printer’s schedule and wait for him to print her Hair-Wave pamphlets or waste money on
envelopes and stamps to post information out. When she wants to promote an upcoming special, she can now send an
‘SMS Message’ to her clients’ mobile phones from her computer, anytime she likes.

How it works:
   • Karen simply logs into DeskControl with her username and password.
   • She clicks on the ‘SMS Manager’ item from the ‘Messages’ menu.
   • The ‘SMS’ form appears on the screen and she types in a message that describes the upcoming special, ‘Free
         shampoo with every style cut this Saturday’.
   • She then selects the phone number/s that she wishes to send the message to and clicks the ‘Send SMS’ icon.
   • The message has now been sent to her clients’ mobile phones and has taken Karen a very short period of time to
         inform her clients of the upcoming special.
   • Karen has saved time and money.




2. ‘SMS Broadcasting’ proves to be a winner for ‘Commercial Seafood Suppliers’.
Sales Manager, Paul Smith needs to be able to communicate with his team in a fast and cost effective way. Paul doesn’t
usually have much time to spare between appointments during the day and it is very hard to make phone calls to all of his
staff in these short periods of time to relay information.

New ‘SMS Broadcast’ technology means that Paul no longer has to worry about not getting messages to his staff. He can
now send a message from his mobile phone to his computer and, using DeskControl, his computer will forward the
message onto the intended person’s mobile phone. The advantage of this service is that if Paul wants to send the same
message to several people, he still only has to type the one message.

How it works:
     •    When Paul wants to send a message, he simply types the message into his mobile phone, ‘Attendance
          is required at Sales Meeting at 2pm today’.
     •    Through his phone he selects the person or group he wishes the message to be sent to. He then sends
          this information along with the message to his DeskControl phone number that has previously been
          allocated to him.
     •    DeskControl receives the information that Paul has sent through his mobile phone and then forwards
          the message on to the recipient/s that Paul has requested.
     •    In the event that the recipient’s telephone company doesn’t deliver the message, a copy of the
          message is also sent to the person’s email address.




                                                                                                                 Page 27 of 37
3. Web Page ‘Form to SMS’ works for Hinkle Hardware.
Hinkle Hardware is an industrial hardware store on wheels. Owner/operator, Barry Hinkle has a PC in his home
office but he works mainly from his truck and as a result he only checks his emails once every few days. If it
wasn’t for the way Barry’s web site was set up for the business, he would constantly lose potential customers.

Luckily, Barry’s web site contains a ‘Form to SMS’ Sales Enquiry page. When somebody visits the Hinkle
Hardware web site and requires more information on a particular product or service, they are able to fill out an
online enquiry form. The form requires them to provide their questions and contact details. Once they click on
the ‘Submit’ button within the web page, DeskControl allows the information to be sent to Barry’s mobile phone
in the form of an ‘SMS Message’. Barry is then able to ring the potential customer with the required information
within a matter of minutes rather than days and save another possible sale.

How it works:
     •     Barry’s web developer has designed the Hinkle Hardware web site so that potential customers are able
           to view the products and services available to them. In the case that some information cannot be found
           on the web site Barry has a dedicated page for enquiries.

     •     If a potential customer would like to make an enquiry, they are required to complete the form on the
           Sales Enquiry page and provide their telephone number and the nature of their enquiry.

     •     Once the enquiry is submitted through the web site, DeskControl forwards the message and contact
           information to Barry’s mobile phone. Barry is then able to attempt to convert the lead into a sale.




4. Western Battery Service feels ‘Form to SMS with Selection Box’ takes the cake.
Western Battery Service is a battery manufacturer based in Perth. They also have five wholesale distribution
centres around Western Australia. They have always had a web site with details of their products but until
recently customers still had to phone a distribution centre to place an order.

Western Battery Service has now made life easier for their customers by incorporating new ‘Form to SMS with
Selection Box’ into its web site. This is great news as it allows customers to choose a product online and then
choose which centre they wish the product to be distributed from. With the help of DeskControl, the order is sent
through to Western Battery Service and then dispatched to the customer within a specific time period.

How it works:
 •       Western Battery Service has registered multiple mobile phone numbers in DeskControl. Each mobile
         phone is located in one of the distribution centres.

 •       The customer completes their delivery address, chooses their battery and then selects their nearest
         distribution centre on the web site form.

 •       When the customer submits the form, the registered mobile phone number that matches the customer’s
         selection is sent an SMS message giving the customer delivery details along with the part number of the
         battery.

 •       The message is received in the distribution centre who then send out the battery to the customer’s
         delivery address.



                                                                                                         Page 28 of 37
5. ‘SMS Auto Words AutoReply’ does the job for Westwood Trucking.
Transport companies lose money if any of their fleet vehicles are out of action and Westwood Trucking is no
different. They have a fleet of 20 trucks and they have a team of seven ‘on-call’ mechanics to help keep the fleet
on the road. Keeping drivers informed of which mechanics are available for any particular day has always proved
difficult for Westwood Trucking.

Westwood Trucking has discovered ‘SMS Auto Words AutoReply’ and has never looked back. If a driver’s
vehicle breaks down, they simply type ‘ONCALL’ into their mobile phone and send it as a text message to
DeskControl. DeskControl receives the message and responds to the driver’s mobile phone with the details of
the mechanic who is on call at that time. It’s easy and quick and helps maximise the time on the road for the
Westwood Trucking fleet. ‘SMS Auto Words AutoReply’ works 24 hours a day.

How it works:
     •    When a breakdown occurs, the driver types ‘ONCALL’ in the form of a text message into his mobile
          phone. He sends it to a special phone number that has been set up for DeskControl that operates on
          the computer system back at the Westwood Trucking base.

     •    DeskControl holds the details of the mechanic ‘on-call’ for that day and responds to the driver’s mobile
          phone number with the required contact information.

     •    The driver receives the information and contacts the mechanic. The whole process has occurred in a
          matter of minutes and the driver hasn’t had to ring seven different mechanics for help. During business
          hours the driver could ring base to see who is on-call but after hours there is no one there to give him
          the information.




6. Northern Laboratory Supplies finds advantage to ‘SMS AutoLookUp’.
Until recently, sales representatives at NLS used to have to make a phone call to their warehouse when they needed
information for a customer about a particular product line. This process proved to be time consuming and costly for both the
business and the customer.

Now, with the aid of ‘SMS AutoLookUp’, NLS’s sales department is running much more efficiently. When a sales person
wants some information on a particular product the sales person simply types an SMS message into their mobile phone.
They send the message to DeskControl which checks the NLS web site for the availability of stock. It then picks up the
relevant information from the web page and sends a message back to the sales rep. NLS sales representatives just wish
they had implemented ‘SMS AutoLookUp’ sooner.

How it works:
   • The sales rep simply types the stock code of the product in question into their mobile phone and sends it as a text
         message to DeskControl.

     •    DeskControl receives the stock code and finds the relevant product information within the NLS database. Once it
          has located the information DeskControl sends it back to the sales rep’s mobile phone in the form of an SMS
          message. This information may include price, stock levels and a brief product description.

     •    The sales rep is able to give the information to the customer there and then and the customer doesn’t have to wait
          for the sales rep to drive back to the office to obtain the information. This is advantageous for both the customer
          and the sales rep.




                                                                                                                  Page 29 of 37
Appendix A
Special Characters
The following characters can be included in an SMS message according to the GSM 03.34 specification.
Alphabetic
a-z, A-Z
äÄöÖüÜ                                                  dieresis/umlaut
â                                                      circumflex/caret
àÀèÈìÌòÒùÙ                                              grave
éÉ                                                      acute
æÆ                                                      diphthong/ligature
ç                                                       c cedilla
ñ                                                       n tilde
ø                                                       o slash
Numeric
0-9
Special
.,?!:;-+#*"'_@&%/<=>¡¿§¤¥£$¤                            period/full stop, comma, question mark, exclamation
                                                        mark, colon, semi-colon, minus/dash, plus,
                                                        number/hash, asterisk, quotation, apostrophe,
                                                        underscore, at, ampersand, percent, forward
                                                        slash/solidus, less than, equals, greater than, inverted
                                                        exclamation, inverted question, section, general
                                                        currency, yen, pound sterling, dollar, euro

A new line can be delivered in the form of a carriage return and a line feed (ASCII characters 10 and 13)6

                Note:
!               Not all mobile phones may be able to view these characters as some special characters may
                differ depending upon the make and model of the handset.




6Not all phones support ‘new lines’ contained in text messages. It is accepted best practice to not use a new line in the
message.
                                                                                                                  Page 30 of 37
Appendix B
Glossary, Abbreviations & Definitions

Block Mode                     Block Mode is a binary synchronous protocol for text with a defined end and a defined
                               beginning.

                               Block Mode constructs TPDU’s within block markers and is entered by sending the AT
                               command AT+CESP. The application can then request groups of operations such as:

                                    •    List all short messages held in the mobile phone
                                    •    Transfer all or specified short messages from the mobile phone
                                    •    Set the mobile phone so that all new incoming short messages are passed
                                         immediately to the application
                                    •    Submit short messages for transmission
                                    •    Delete short messages from the mobile phone

                               Block mode commands and responses are generated by constructing a pre-defined set of
                               components or information elements in binary. For example, an ‘Insert SMS’ command,
                               used to transfer a short message to the mobile phone, is constructed by stringing together
                               the information elements “Message Type”, “Insert Type”, “RP-Destination Address” and
                               “SMS-TPDU”. The SMS-TPDU consists of the user data itself along with other parameters
                               such as the Data Coding Scheme.

                               Advantages:

                                    •    Because of its built-in error correction in the form of a block check sum, Block
                                         Mode is highly suited to applications where the GSM radio link may not be
                                         completely reliable
                                    •    Allows the control of remote terminals
                                    •    A long established and proven standard
                                    •    Allows the efficient transfer of binary encoded user data because AT commands
                                         do not need to be repeated for each instruction. In fact, Block Mode is effectively a
                                         string of Protocol Data Units (PDU’s) without the AT commands

                               Disadvantages:

                                    •      A PC or some other intelligent device is required to implement the Block Mode
                                           protocol
                                      • Block Mode is used exclusively for SMS - when an application commands the
                                           mobile phone to enter Block Mode, the mobile phone is not available for voice or
                                           data calls until this mode is terminated. Neither Text Mode nor PDU Mode impose
                                           this restriction
                                      • Poor support among hardware manufacturers
Bluetooth                      Bluetooth is a computing and telecommunications industry specification that describes how
                               mobile phones, computers, and personal digital assistants (PDA’s) can easily interconnect
                               with each other and with home and business phones and computers using a short-range
                               wireless connection. Using this technology, users of cellular phones, pagers, and personal
                               digital assistants such as the PalmPilot will be able to buy a three-in-one phone that can
                               double as a portable phone at home or in the office, get quickly synchronized with
                               information in a desktop or notebook computer, initiate the sending or receiving of a fax,
                               initiate a print-out, and, in general, have all mobile and fixed computer devices be totally
                               coordinated.

                               Bluetooth requires that a low-cost transceiver chip be included in each device. The
                               transceiver transmits and receives in a previously unused frequency band of 2.45 GHz that
                               is available globally (with some variation of bandwidth in different countries). In addition to
                               data, up to three voice channels are available. Each device has a unique 48-bit address from
                                                                                                                     Page range
                               the IEEE 802 standard. Connections can be point-to-point or multipoint. The maximum 31 of 37
                               is 10 meters. Data can be exchanged at a rate of 1 megabit per second (up to 2 Mbps in the
                               second generation of the technology). A frequency hop scheme allows devices to
                               communicate even in areas with a great deal of electromagnetic interference. Built-in
            data, up to three voice channels are available. Each device has a unique 48-bit address from
            the IEEE 802 standard. Connections can be point-to-point or multipoint. The maximum range
            is 10 meters. Data can be exchanged at a rate of 1 megabit per second (up to 2 Mbps in the
            second generation of the technology). A frequency hop scheme allows devices to
            communicate even in areas with a great deal of electromagnetic interference. Built-in
            encryption and verification is provided.
Broadband   In general, broadband refers to telecommunication in which a wide band of frequencies is
            available to transmit information. Because a wide band of frequencies is available,
            information can be multiplexed and sent on many different frequencies or channels within
            the band concurrently, allowing more information to be transmitted in a given amount of time
            (much as more lanes on a highway allow more cars to travel on it at the same time). Related
            terms are wideband (a synonym), baseband (a one-channel band), and narrowband
            (sometimes meaning just wide enough to carry voice, or simply "not broadband," and
            sometimes meaning specifically between 50 cps and 64 Kbps).

            Various definers of broadband have assigned a minimum data rate to the term. Here are a
            few:

                 •    Newton's Telecom Dictionary: "...greater than a voice grade line of 3 KHz...some
                      say [it should be at least] 20 KHz."
                 •    Jupiter Communications: at least 256 Kbps.
                 •    IBM Dictionary of Computing: A broadband channel is "6 MHz wide."

            It is generally agreed that Digital Subscriber Line (DSL) and cable TV are broadband
            services in the downstream direction.

BSC         Base Station Controller
CDMA        Short for Code-Division Multiple Access, a digital cellular technology that uses spread-
            spectrum techniques. Unlike competing systems, such as GSM that uses TDMA, CDMA
            does not assign a specific frequency to each user. Instead, every channel uses the full
            available spectrum. Individual conversations are encoded with a pseudo-random digital
            sequence.
GPRS        General Packet Radio Service (GPRS) enabled networks offer 'always-on', higher capacity,
            internet-based content and packet-based data services. This enables services such as
            colour internet browsing, email on the move, powerful visual communications, multimedia
            messages and location-based services.

            General Packet Radio Services (GPRS) is a packet-based wireless communication service
            that promises data rates from 56 up to 114 Kbps and continuous connection to the internet
            for mobile phone and computer users. The higher data rates will allow users to take part in
            video conferencing and interact with multimedia web sites and similar applications using
            mobile handheld devices as well as notebook computers. GPRS is based on Global System
            for Mobile (GSM) communication and will complement existing services such as circuit-
            switched cellular phone connections and the Short Message Service (SMS).

            In theory, GPRS packet-based service should cost users less than circuit-switched services
            since communication channels are being used on a shared-use, as-packets-are-needed,
            basis rather than dedicated only to one user at a time. It should also be easier to make
            applications available to mobile users because the faster data rate means that middleware
            currently needed to adapt applications to the slower speed of wireless systems will no longer
            be needed. As GPRS becomes available, mobile users of a virtual private network (VPN) will
            be able to access the private network continuously rather than through a dial-up connection.

            GPRS will also complement Bluetooth, a standard for replacing wired connections between
            devices with wireless radio connections. In addition to the Internet Protocol (IP), GPRS
            supports X.25, a packet-based protocol that is used mainly in Europe. GPRS is an
            evolutionary step toward Enhanced Data GSM Environment (EDGE) and Universal Mobile
            Telephone Service (UMTS).
GSM         Global System for Mobiles. One of the leading digital cellular systems. GSM uses
            narrowband TDMA, which allows eight simultaneous calls on the same radio frequency.
                                                                                             Page 32 of 37
                         narrowband TDMA, which allows eight simultaneous calls on the same radio frequency.
                         GSM uses a variation of time division multiple access (TDMA) and is the most widely used of
                         the three digital wireless telephone technologies (TDMA, GSM, and CDMA). GSM digitises
                         and compresses data, then sends it down a channel with two other streams of user data,
                         each in its own time slot. It operates at either the 900 MHz or 1800 MHz frequency band.
                         GSM is the de facto wireless telephone standard in Europe. GSM has over 120 million users
                         worldwide and is available in 120 countries, according to the GSM MoU Association. Since
                         many GSM network operators have roaming agreements with foreign operators, users can
                         often continue to use their mobile phones when they travel to other countries.
HLR                      The Home Location Register (HLR) is the main database of permanent subscriber
                         information for a mobile network. The HLR is an integral component of CDMA (code division
                         multiple access), TDMA (time division multiple access), and GSM (Global System for Mobile
                         communications) networks. Maintained by the subscriber's home carrier (or the network
                         operator where the user initiated the call), the HLR contains pertinent user information,
                         including address, account status, and preferences. The HLR interacts with the Mobile
                         Switching Centre (MSC), which is a switch used for call control and processing. The MSC
                         also serves as a point-of-access to the Public Switched Telephone Network (PSTN - the
                         fixed network). The third integral element is the Visiting Location Register (VLR), which
                         maintains temporary user information (such as current location) to manage requests from
                         subscribers who are out of the area covered by their home system.

                         When a user initiates a call, the switching equipment determines whether or not the call is
                         coming from the device's home area. If the user is out of the home area, the area VLR sends
                         out a request for information required to process the call. An MSC queries the HLR identified
                         by the call for information, which it relays to the appropriate MSC, which in turn relays it to
                         the VLR. The VLR sends routing information back to the MSC that allows it to find the station
                         where the call originated, and, finally, the mobile device to connect. Communications
                         between the elements are based on Signalling System (SS7) protocols and signalling.
IMD                      Intelligent Message Delivery
MSC                      Mobile Switching Centre
Message Type Indicator   The Message Type Indicator parameter indicates whether a short message is for sending,
                         receiving, is a status report (confirmation of delivery), or a specific command to the SMS
                         Centre such as an enquiry on a short message. A user does not normally have control over
                         this parameter from the mobile phone keypad.

                         The Message Type Indicator parameter signals whether a Protocol Data Unit (PDU) is a
                         Submit, Deliver, Command or Status Report.

                         Some of these parameters are added by the mobile network entities and some are
                         accessible by the originator of the short message. A default value for all of these parameters
                         except the Destination Address is usually built into the application software, the SMS Centre
                         and mobile phone.

                         Different combinations of these Short Message Data Structure parameters are formed
                         depending on what SMS-related action is being carried out. For example, the Validity Period
                         parameter is only set when submitting short messages. Some of the Short Message Data
                         Structure parameters are optional and some are mandatory. The presence and order of the
                         parameters for different types of short message transactions are defined within GSM 03:40.

                         The user data plus the other parameters is collectively known as the Protocol Data Unit
                         (PDU) or SMS-TPDU (SMS-Transport Protocol Data Unit). There are several different types
                         of PDU, each of which contains different parameter combinations. For example, the Submit
                         PDU is the format sent by the originating Short Message Entity to send a short message.
                         The Deliver PDU is the format presented to the receiving message. The Command PDU is
                         the format sent by the originating SME to request an action on previously submitted but not
                         yet delivered short messages. The Status Report PDU indicates the status of a previously
                         submitted short message to the originating SME (for example, confirming successful delivery
                         to the Destination Address).
PDU Format               There are two ways of sending and receiving SMS messages: by text mode and by PDU
                         (protocol description unit) mode. The text mode (unavailable on some phones) is just an
                         encoding of the bit stream represented by the PDU mode. Alphabets may differ and there
                                                                                                       Page 33 of 37
                         are several encoding alternatives when displaying an SMS message. The most common
                         options are "PCCP437", "PCDN", "8859-1", "IRA" and "GSM". If you read the message on
                         your phone, the phone will choose a proper encoding. An application capable of reading
             encoding of the bit stream represented by the PDU mode. Alphabets may differ and there
             are several encoding alternatives when displaying an SMS message. The most common
             options are "PCCP437", "PCDN", "8859-1", "IRA" and "GSM". If you read the message on
             your phone, the phone will choose a proper encoding. An application capable of reading
             incoming SMS messages can thus use text mode or PDU mode. If text mode is used, the
             application is bound to (or limited by) the set of preset encoding options. In some cases,
             that's just not good enough. If PDU mode is used, any encoding can be implemented.

PDU Mode     PDU Mode shares some characteristics with each of the other two modes. In common with
             Block Mode, it uses a TPDU, but rather than using raw binary, each character is encoded
             using HEX (the characters 0...9,A..F). In fact, if you encode a Block Mode TPDU as HEX,
             you have a PDU. In common with Text Mode, PDU Mode is implemented through an
             identical series of AT commands.

             Advantages:

                  •    Suitable for AT command-based software drivers that do not understand the
                       content of the message blocks
                  •    Can be automated
                  •    Binary coded data can be sent as well as characters
                  •    Fullest manufacturer support
                  •    Allows hardware to interact with Data and Fax as well as SMS
                  •    No flow control issues as characters transferred at the serial port are A..F, 0..9.

             Disadvantages:

                  •    Manufacturers have interpreted the ETSI specification inconsistently. Thus we
                       have around nine different implementations of PDU Mode, all of which conform to
                       the specification. For example, Nokia alone has three different versions in its
                       product range.
                  •    Not as suitable as Block Mode for binary data or continuous SMS operation
                  •    Inefficient because of the need to repeat the “AT=” command. However, this is not
                       a rate-determining factor in the submission of short messages.

             As such, the serial cable connecting the mobile phone to Terminal Equipment differs for
             each mobile phone, as does the software interface that drives the transfer of information
             through the cable. The fact that the interfaces are different and proprietary increases the
             entry barriers such as time, effort and money needed by application software developers
             who want to develop an SMS-based application that works with a large number of different
             mobile phones. This situation is not helped by the fact that the proprietary interfaces are not
             publicly available. For example, the Nokia 2100 data card used Block Mode and
             implemented GSM 07:07 for Data and Fax functionality, but to access SMS functions in the
             mobile phone via serial cable, you needed to implement their proprietary SMS Interpreter
             interface. Nokia have only officially licensed their interface to a few hardware and software
             suppliers.
Reply Path   The Reply Path allows a user to indicate to the receiver that a reply to the short message is
             requested. When the recipient elects to reply to a short message, the SMSC Address from
             which the short message came is used instead of the SMSC Address stored on the
             SimCard. Additionally, the Originating Address from which the short message came is
             automatically used as the Destination Address.

             This feature was incorporated to indicate to the SMS Centre that the initial sending entity
             should be charged for the reply rather than the replying entity. The advantage is that
             someone sending a message can receive a reply even if the recipient of the short message
             has not got an SMS Centre number programmed into their SimCard.

             Many mobile phones allow a recipient to reply to a short message irrespective of the setting
             of the Reply Path parameter in the received short message. In such cases, the SMS Centre
             and Originating Address translation described above is also applied.
                                                                                               Page 34 of 37
SMPP                 Short Message Peer to Peer Protocol. The SMPP Protocol is an open industry standard
                     SMSC access protocol that defines the external interface between external entities, such as
                     internet applications, and a mobile network SMSC. It was originally developed by Logica and
                     has evolved, with the close co-operation of several market-leading vendors of
                     Telecommunications equipment, to become the primary SMSC interface for mobile
                     messaging applications and value-added services.

                     Specifically designed to enable Short Message Service (SMS) based applications and value-
                     added products to interwork with an SMSC, SMPP offers support for all major Digital Cellular
                     Network technologies, including GSM, IS-41 (TDMA and CDMA) and PDC.
SMS                  Short Message Service (SMS) is the transmission of short text messages to and from a
                     mobile phone, fax machine and/or IP address. Messages must be no longer than 160
                     alphanumeric characters and contain no images or graphics. Once a message is sent, it is
                     received by a Short Message Service Centre (SMSC), which must then get it to the
                     appropriate mobile device.

                     To do this, the SMSC sends an SMS Request to the home location register (HLR) to find the
                     roaming customer. Once the HLR receives the request, it will respond to the SMSC with the
                     subscriber's status: 1) inactive or active 2) where subscriber is roaming.

                     If the response is "inactive", then the SMSC will hold onto the message for a period of time.
                     When the subscriber accesses his device, the HLR sends an SMS Notification to the SMSC,
                     and the SMSC will attempt delivery.

                     The SMSC transfers the message in a Short Message Delivery Point to Point format to the
                     serving system. The system pages the device, and if it responds, the message gets
                     delivered.

                     The SMSC receives verification that the message was received by the end user, and then
                     categorises the message as "sent" and will not attempt to send again.

                     The number of mobile-phone users is expected to reach 500 million worldwide by 2003, and
                     with the help of SMS, 75 percent of all cellular phones will be internet-enabled.

                     SMS (Short Message Service) is a service for sending messages of up to 160 characters
                     (224 characters if using a 5-bit mode) to mobile phones that use Global System for Mobile
                     (GSM) communication. GSM and SMS service are primarily available in Europe. SMS is
                     similar to paging. However, SMS messages do not require the mobile phone to be active
                     and within range and will be held for a number of days until the phone is active and within
                     range. SMS messages are transmitted within the same cell or to anyone with roaming
                     service capability. They can also be sent to digital phones from a web site equipped with PC
                     Link or from one digital phone to another. Typical uses of SMS include:

                          •    Notifying a mobile phone owner of a voicemail message
                          •    Notifying a salesperson of an inquiry and contact to call
                          •    Notifying a doctor of a patient with an emergency problem
                          •    Notifying a service person of the time and place of their next call
                          •    Notifying a driver of the address of the next pickup

                     An SMS gateway is a web site that lets you enter an SMS message to someone within the
                     cell served by that gateway or that acts as an international gateway for users with roaming
                     capability.
SMS Data Structure   A short message is formally known as a Protocol Data Unit (PDU). It comprises 2 parts – the
                     header information and the short message itself (known as the user data).
SMSC                 Short Message Service Centre.
Text Mode            Text Mode allows the transfer of text, one character at a time based on AT commands.
                     Unlike Block Mode, with text mode, the application first sets up fixed parameters such as the
                     SMS Centre address. The mobile phone then uses those parameters to construct a PDU
                     when the application requests it to send a short message.

                                                                                                       Page 35 of 37
       when the application requests it to send a short message.

       Advantages:

            •    Simple enough to be suitable for terminal emulators and dumb terminals
            •    Inexpensive to implement a solution or test proof a concept before commencing
                 more serious development work
            •    The only mode which has an interface readily understood by non-technical people

       Disadvantages:

            •     Not widely implemented by manufacturers
            •     Message header information has to be input separately. In PDU Mode and Block
                  Mode, parameters such as Validity period can be set in the TPDU
             • Both Text Mode and PDU Mode are capable of responding to AT+CNMI settings to
                  forward the full message. However, phone manufacturers have implemented an
                  inconsistent set of responses which makes it seem like there is a Text Mode
                  limitation here
TDMA   Short for Time Division Multiple Access, a technology for delivering digital wireless service
       using time-division multiplexing (TDM). TDMA works by dividing a radio frequency into time
       slots and then allocating slots to multiple calls. In this way, a single frequency can support
       multiple, simultaneous data channels. TDMA is used by the GSM digital cellular system
UMTS   UMTS (Universal Mobile Telecommunications Service) is a so-called "third-generation" (3G),
       broadband, packet-based transmission of text, digitised voice, video, and multimedia at data
       rates up to 2 megabits per second (Mbps) that will offer a consistent set of services to mobile
       computer and phone users no matter where they are located in the world. Based on the
       Global System for Mobile (GSM) communication standard, UMTS, endorsed by major
       standards bodies and manufacturers, is the planned standard for mobile users around the
       world by 2002. Once UMTS is fully implemented, computer and phone users can be
       constantly attached to the internet as they travel and, with a roaming service, have the same
       set of capabilities no matter where they travel to. Users will have access through a
       combination of terrestrial wireless and satellite transmissions. Until UMTS is fully
       implemented, users can have multi-mode devices that switch to the currently available
       technology (such as GSM 900 and 1800) where UMTS is not yet available.

       Today's cellular telephone systems are mainly circuit-switched, with connections always
       dependent on circuit availability. Packet-switched connection, using the Internet Protocol
       (IP), means that a virtual connection is always available to any other end point in the
       network. It will also make it possible to provide new services, such as alternative billing
       methods (pay-per-bit, pay-per-session, flat rate, asymmetric bandwidth, and others). The
       higher bandwidth of UMTS also promises new services, such as video conferencing. UMTS
       promises to realise the Virtual Home Environment (VHE) in which a roaming user can have
       the same services to which the user is accustomed when at home or in the office, through a
       combination of transparent terrestrial and satellite connections.

       The electromagnetic radiation spectrum for UMTS has been identified as frequency bands
       1885-2025 MHz for future IMT-2000 systems, and 1980-2010 MHz and 2170-2200 MHz for
       the satellite portion of UMTS systems.
VPN    Virtual Private Network - a network that is constructed by using public wires to connect
       nodes. For example, there are a number of systems that enable you to create networks
       using the internet as the medium for transporting data. These systems use encryption and
       other security mechanisms to ensure that only authorised users can access the network and
       that the data cannot be intercepted.

       VPN (virtual private network) is a way to use a public telecommunication infrastructure, such
       as the internet, to provide remote offices or individual users with secure access to their
       organisation's network. A VPN can be contrasted with an expensive system of owned or
       leased lines that can only be used by one organisation. The goal of a VPN is to provide the
       organisation with the same capabilities, but at a much lower cost.

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A VPN works by using the shared public infrastructure while maintaining privacy through
security procedures and tunnelling protocols such as the Layer Two Tunnelling Protocol
(L2TP). In effect, the protocols, by encrypting data at the sending end and decrypting it at
the receiving end, send the data through a "tunnel" that cannot be "entered" by data that is
not properly encrypted. An additional level of security involves encrypting not only the data,
but also the originating and receiving network addresses.




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