Frequently Asked Questions
Rest Professional FAQ’s & Toubleshooting
To view full setup instructions click here.
- You need to register the staffs members email address on your SMS account. Click here to register a new user.
- Configure the new user in Rest Professional for SMS.
Go to File > Users > click search. Click on the staff members name and check that they have a valid and correct email address in the email field.
Go to Other > Utilities > Company Details > Third Party > Click on RockendSMS (so it is highighted blue).
When the RockendSMS Third Party Configuration screen opens, firstly check if the staff member having the problem has an Access Token and Token ID in the fields beside their name. If these details are missing, click Synchronise then OK.
Have you register the staff members email address on your SMS account? Click here to register a new user.
Check the staff member is correctly configured with an Access Token and Token ID in Rest Professional for SMS.
- Go to File > Users > click search. Click on the staff members name and check that they have a valid and correct email address in the email field.
- Be sure the email address in their email field is registered on you SMS account. If you need to register the new user click here.
- Go to Other > Utilities > Company Details > Third Party > Click on RockendSMS (so it is highighted blue).
When the RockendSMS Third Party Configuration screen opens, firstly check if the staff member having the problem has an Access Token and Token ID in the fields beside their name. If these details are missing, click Synchronise then OK.
If the issue persists, please contact Edgility for SMS support.
You are using an earlier version of Rest Professional before the synchronise button was introduced.
You can either;
- Update your version of Rest Professional. View upgrade instructions here.
- Manually enter each staff member’s Access Token and Token ID to activate Rockend SMS Enhanced Integration.
- You have not been setup with Administrator permissions on your SMS account.
- You have not been registered on your SMS account.
If you need to update your permission or be registered on your SMS account, Submit your request by clicking here.
API Details (Access token and Token ID) are used to authenticate and identify users to another system, similar to a username and password, however, the difference is you can change or update your username or password as often as you like without affecting your SMS functionality.
Originally our API details were your username and password details, however, we have updated our API to automatically generate API details using a combination of letters and number. No matter what version of API details you have both will work to synchronise your Rest Professional and SMS user profile.
When you open the third-party tab Direct Connect is automatically selected and highlighted blue as it is the first in the list.
Therefore, be sure to click on Rockend SMS so the line is highlighted blue before clicking configure to open the Rockend SMS Configuration screen.
If Rockend SMS does not appear in the list of suppliers in the third-party tab in company details, this means that you are using an earlier version of Rest Professional previous to v14.
To have access to the Enhanced SMS you will need to update your Rest Professional software before you can set-up the SMS feature.
Strata Master FAQ’s & Troubleshooting
To view full setup instructions click here.
- You need to register the staffs members email address on your SMS account. Click here to register a new user.
- Configure the new user in Strata Master for SMS.
Navigate to Configure > Third-Party Service
Enable Edit Mode, check the box labelled Rockend SMS Online and click Save.
Double click on Rockend SMS Online from the list. A list of Strata Master users will appear on the Rockend SMS Configuration screen
Select yourself or staff member from the list to reveal Access Token and Token ID area at the bottom of the screen – enable Edit Mode to populate these details.
Tick the checkbox next to your name, then copy and paste your Access Token and Token ID provided to you in your Rockend SMS Welcome email, into the corresponding fields, then click Save.
NOTE: To resend your Rockend SMS Welcome email, click the login button on the header menu and use the “Lost Password” link to have your details resent via email.
Have you register the staff members email address on your SMS account? Click here to register a new user.
Check the staff member is correctly configured with an Access token and Token ID in Strata Master for SMS.
Navigate to Configure > Third-Party Service
Enable Edit Mode, check the box labelled Rockend SMS Online and click Save.
Double click on Rockend SMS Online from the list. A list of Strata Master users will appear on the Rockend SMS Configuration screen
Select yourself or staff member from the list to reveal Access Token and Token ID area at the bottom of the screen – enable Edit Mode to populate these details.
Tick the checkbox next to your name, then copy and paste your Access Token and Token ID provided to you in your Rockend SMS Welcome email, into the corresponding fields, then click Save.
NOTE: To resend your Rockend SMS Welcome email, click the login button on the header menu and use the “Lost Password” link to have your details resent via email.
If the issue persists, please contact Edgility for SMS support.
This error will appear when a new user tries to send an SMS message without being configured in Strata Master Configure > Third Party Services > Rockend SMS Online.
This error can also appear if a current user has a change of email.
To Check Configuration of Users for SMS click here.
Messaging & General FAQ’s
Almost instantly. When submitting SMS from the online platform, email sms or via an integration it takes seconds to process the request and send the SMS. You can log into your online account to view live delivery status of all message sent.
Sent vs Delivered
DELIVERED – Your message has been successfully delivered to the recipient’s handset and we have received a confirmation (delivery receipt) from the carrier that it was delivered to the handset.
SENT – A Sent (Sending) status describes a message that has been sent from our system to the carrier but the carrier has not returned a confirmation of delivery. These confirmations are known as delivery receipts.
Please note that in some cases, it may take some time to for a sent status to change to delivered as this is dependent on notification from the carrier. A Sent status does not confirm the message was delivered nor failed, however in most cases this will update over time to Delivered or Failed. There are a number of reasons a status remains as Sent, the most common reason for Sent status are:
- Phone is disconnect or number no longer in use.
- Phone number active but phone switched off or out of range for an extended period of time and the message cannot be delivered.
- Recipient is experiencing Network problems.
- The message has been successfully sent and delivered however the carrier has not sent us a confirmation of this which is more often the case.
When a message is in Sent status, several carrier dependent retry strategies come into operation.
If there is no response by the end of the retry period the message will become expired and will be marked as Failed.
Failed status indicates the mobile handset has not received the messages. If you have entered the mobile number in the correct format the most common reason could be one of the following;
- SIM card is not in the phone
- Out of network range for more than 72 hours
- Have not paid phone bill
- Travelling overseas (connected to another network)
- The number is invalid or disconnected. You can safely delete the number from your list.
Yes, these custom Sender ID’s are referred to an Alphanumeric or Alpha Sender ID’s.
A Custom (or Alphanumeric) Sender ID is usually a branded or meaningful word. For example, you can send an SMS message from Edgility. Noting that due to telco protocols an Alpha Sender ID can only be 11 characters long and cannot contain any spaces or symbols, so you sometimes need to get creative with abbreviating longer names.
The most important thing to understand about a Custom Sender ID, is that recipient CANNOT reply to the message. We generally only recommend considering a Custom Sender ID for things like reminders and alerts where you do not need to worry about receiving opt-outs or replies.
When replies are enabled by default your SMS will come from a Shared Local Number. These numbers look like an ordinary mobile number however can only be used for SMS and are unable to receive calls.
Yes. By enabling replies using a Shared Local Number or if you have purchased a Virtual Number recipient of your SMS will be able to reply. These replies are stored in your online account and a copy sent to your email.
Yes.
Email SMS allows you to converts your email into an SMS messages. If you have replies enabled they will be sent to your email inbox.
Yes, there is no expiry on message history. All messages sent and received are recorded on your account and accessible via reports in the online platform.
SMS means Short Message Service while MMS means Multimedia Messaging Service. This is the next level of a text message allowing video, audio and picture content to be sent to a mobile device. Sending an MMS can lead to a premium price depending on the gateway used.
Yes. We take data security very seriously. We use enterprise-grade security features, onshore message routing, and audits of our systems to ensure customer and business data is protected.
There are many spam laws that you must abide by when dealing with SMS. A few of the more common things to look out for are:
- Always provide a way to opt-out for marketing messages
- Don’t send SMS to numbers you have purchased from a third party source
- Only send to numbers your business has collected with permission to send them SMS
For more information please view the below Spam Acts;
Yes. If your messages are considered as marketing messages, legally you need to provide a way for your customers to opt-out from future campaigns.
Simplest opt out method;
Reply STOP
Add “Opt Out? Reply STOP” to the end of your message, be sure you have replies enabled. Any recipient that replies STOP will automatically be added to your opt out list and excluded from future sends.
Account and Billing FAQ’s
NO, Edgility does not charge you for replies (two-way communication).
This service is a monthly subscription and we will bill you monthly. Although you can cancel at anytime you will be charged for month in which you cancel.