When a message (also called a notification) is sent to the patron, errors can occur in certain situations when sending the message. Below you can see the different statuses a message can have, as well as a diagram showing how a message is sent and how the message ends up with a specific status.
Status
Here you can see an overview of the different statuses a message can have and what each status means. The status appears on a patron's details page under the "Messages" tab. Messages with the status "Failed" and "Handled" will also appear on the "Failed messages" page (see Message handling).
| Status | Meaning |
|
Sent |
The message has been sent to the patron. This does not necessarily mean that the patron has received the message, for example if there are spelling mistakes in the email address or phone number. |
| Pending | The message will soon be sent to the patron. |
| Failed |
The message has failed. The message will appear under "Failed messages", where there is also an explanation of the error, as well as various options for handling the error. See more under Message handling. |
| Handled |
A message receives this status when a failed message is marked as "Handled". See more under Message handling. |
| Missing contact details |
No contact details have been added for the patron that can be used by the notification's configured default protocol. This type of error will not appear under "Failed messages", but will simply be shown on the patron's messages tab. The message only receives this status if no alternative protocol has been specified for the notification in question. If both a default and an alternative protocol have been specified for the notification, the message will instead receive the status "Failed" if contact details are missing for the patron. |
| Protocol deactivated |
The protocol (message type) is not enabled. Read more about setting up protocols under Cicero LMS - setup. |
Diagram of message sending
The following diagram provides an overview of sending messages to a patron and which errors may occur during sending.
The word protocol is the term for the way a message is sent to a patron – i.e. SMS, Email, Digital post, or possibly a custom protocol.
Below the diagram is an explanation of the various points.
1) Has a default protocol been selected for this notification type?
For each notification, a default protocol and an alternative protocol can be configured. Read more about setting up notifications and selecting default and alternative protocols for Cicero Mobile under Setting up notifications and for Cicero LMS under Setting up notifications for patrons.
2) Does the patron have this protocol as their preferred one?
The patron's preferred protocol refers to the contact details that appear on a patron's details page. It can be one or more of the following:
- Mobile (for notifications)
- Email (for notifications)
- Other notification channels
3) Has an alternative protocol been selected for this notification type?
If a patron cannot be notified in the way selected in the default protocol (see point 1), the alternative protocol will be used (if specified).
Example:
- The notification type ”Material ready for collection” has the default protocol SMS and the alternative protocol EMAIL. This notification is attempted to be sent to the patron Ole, but he has not specified a mobile number, only an email address. The notification is then attempted to be sent to Ole using the alternative protocol, which is EMAIL, and Ole receives the message by email.
- The same notification type is attempted to be sent to the patron Anne, who has specified neither a mobile number nor an email. The notification cannot be delivered using either the default protocol or the alternative protocol and thus ends up on Anne's list of messages as an email with the status ”Failed”. The message will also appear on the failed messages page.
4) Can the message be sent to this patron as Digital post or letter?
Messages can be sent as Digital post if the patron has a CPR or CVR number in Cicero and has a digital mailbox (i.e. is not exempt from Digital post).
Messages can be sent as a letter if the patron/the financially responsible person has address information (address, postal code and city).
5) Is the protocol enabled for the agency?
For a protocol to be used, it must be enabled. This is done in Cicero Mobile under Admin > Notifications > Notification protocols and in Cicero LMS under F7 > Server setup. Read more under Cicero LMS - setup.
6) Is the protocol set up correctly?
All protocol parameters must be set up correctly for notifications to be sent. This is done in Cicero Mobile under Admin > Notifications > Notification protocols and in Cicero LMS under F7 > Server setup. Read more under Cicero LMS - setup.