Adding SMS to Multimedia Contact Center

Adding SMS enables Multimedia Contact Center to route SMS interactions to a contact center’s SMS numbers to the appropriate queues and agents. The SMS media server integrates with a third-party SMS gateway service provider to enable SMS interactions.

Administrators may add only a single SMS media server to YourSite Explorer. Before deleting an existing media server, see "Deleting multimedia media servers" for important information.

Optionally, SMS handling for agents in Ignite can be modified through editing JavaScript files. See "Configuring the agent configuration JavaScript file".

Note:

SMS media servers require a Twilio account. For more information, see "Integrating Multimedia Contact Center with an SMS Gateway Provider".

To add SMS to Multimedia Contact Center, administrators must
  • Add an SMS media server to YourSite Explorer

    See the procedures below.

  • Specify the media server’s connection to an SMS gateway services provider

    See the procedures below.

  • Apply inbound routing rules to interactions retrieved from the email server.

    See “"Applying inbound routing rules to contacts".

Optionally, administrators can
The following procedures explain how to
  • Add an SMS media server
  • Specify information for an SMS media server
  • Add an SMS Provider
  • Modify an SMS Provider
  • Remove an SMS Provider
  • Make an SMS media server historical

The following configuration takes place in MultimediaMedia servers.

To add an SMS media server
  • Click Add > SMS.
    Note:

    Default Inbound are assigned to the server. Modify these workflows to specify routing rules for the contact center. See "Default SMS Inbound workflow".

To specify information for an SMS media server
  1. Type the Name of the media server.
    Note:

    The media server ID field is populated with a unique number after the media server is saved.

  2. After Site, click the Browse button to select the site where the SMS server resides.
  3. Click Save.
To add an SMS Provider
  1. In the General tab, after SMS Provider, click the Browse icon.
  2. Click Add.
  3. Enter a Name for the SMS Provider.
  4. Enter the PhoneNumber (including country code) for the Twilio SMS phone number.
    Note:

    You must include country and area code

  5. If this SMS number handles inbound SMS interactions, set Retrieve incoming SMS messages to True.
  6. If this SMS number only sends outbound SMS messages, set Retrieve incoming SMS messages to False.
  7. Enter your Twilio AccountSid.
  8. Enter your Twilio Authentication Token,
  9. After Days to Search, set how many days back Twilio will check for new SMS interactions.

    The recommended default is 3.

  10. After Messages/page, set how many pages of messages MiContact Center Business downloads when checking for new messages.

    The recommended default is 25.

  11. Click Save.
  12. Repeat steps 2-11 for each additional SMS Provider you want to add to your SMS media server.
  13. For each SMS Provider that you are adding, confirm that its checkbox is selected.
  14. Click OK.
  15. Click Save.
To modify an SMS Provider
  1. In the General tab, after SMS Provider, click the Browse icon.
  2. Select the SMS Provider and click Edit.
  3. Modify the settings.
  4. Click Save.
  5. Click OK.
  6. Click Save.
To remove an SMS Provider
  1. In the General tab, after SMS Provider, click the Browse button.
  2. Clear the checkbox beside the SMS Provider.
  3. Click OK.
  4. Click Save.
To make an SMS media server historical
  1. Select an SMS media server and click the General tab.
  2. Click Make historical.
  3. Click Save.
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