Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Multimedia Channels/ Configuring the SMS Channel
Updated on 2024-10-12 GMT+08:00
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Configuring the SMS Channel

A tenant administrator can configure the SMS channel for customers to access.

Prerequisites

The AICC can use the SMPP service to send and receive SMS messages. Before configuring the SMS channel, ensure that the SMPP service is enabled. For details, see Configuring SMS Gateways.

Procedure

  1. (Optional) Obtain the certificate file of the SMS server and upload the certificate.

    Dedicated SMS service providers support the secure SMPP protocol and require certificate authentication. Therefore, to ensure system security, use the secure port provided by the SMS server provider.

    Obtain the certificate and upload it by referring to Managing Certificates. Set Cert Type to CER based on the file name extension.

  2. Sign in to the AICC as a tenant administrator, choose Configuration Center > Access Configuration > Gateway Configuration, and set parameters. The status of the configured gateways must be displayed as Connection succeeded on the Gateway Monitoring page.

    The protocol type for SMS gateways is smpp.

  3. Choose Configuration Center > Access Configuration > Channel Configuration.
  4. Click Newly created. The Configure Channel page is displayed.
  5. Set channel information parameters.

    Table 1 Channel information parameters

    Parameter

    Description

    Channel Selection

    Select SMS.

    SMS gateway

    Select a configured SMS receiving gateway. For details about how to configure a gateway, see Configuring SMS Gateways.

  6. Set basic configuration parameters.

    Table 2 Basic configuration parameters

    Parameter

    Description

    Channel Name

    The channel name must be unique. The code can contain a maximum of 64 characters, including only letters, digits, and underscores (_), and can start only with a letter or an underscore (_).

    OU Configuration

    Select an OU created in Configuring OUs to assign it to channel resources.

    Skill Queue

    The options are all multimedia called routes of the current tenant space. For details about how to configure a called route, see Configuring Called Routes.

    Keyword for Transfer to Agent

    Keywords for switching from robot service to manual service. After a customer enters any of the keywords on the client, robot service is switched to manual service.

    NOTE:

    If the intelligent robot is enabled, this parameter must be set.

    Agent Work Time
    • Workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment.
    • Non-workday: A maximum of four working time segments (from 00:00 to 24:00) can be configured. By default, a time segment is displayed. You can click New to add a time segment.

      Non-working days are set on the Configuration Center > Workbench Configuration > Service Time page.

    More

    Last Agent Mode

    For details, see How Do I Enable the Last Agent Mode?.

    Session End Due to No Customer Reply

    For details, see How Do I Set Session End Due to No Customer Reply?.

    Session Transfer Due to No Agent Reply

    For details, see How Do I Set Session Transfer Due to No Agent Reply?.

    Session Transfer

    For details, see How Do I Set Session Transfer?.

    Offline Messages

    For details, see How Do I Enable Offline Messages?.

    Auto Reply

    For details, see How Do I Enable the Auto Reply and Non-Workday Reply Functions?.

    Non-Working Day Reply

  7. Set robot configuration parameters.

    Table 3 Robot configuration parameters

    Parameter

    Description

    Robot Configuration

    For details, see How Do I Enable Connection to the Intelligent Robot?.

  8. Click Saved. A message is displayed, indicating that the saving is successful.

    In addition, the system automatically creates a message route based on the selected SMS gateway on the Configuration Center > Access Configuration > Notification Route page. The message route record changes with the SMS gateway in the channel configuration. When the channel is deleted, the message route record is also deleted.

Follow-up Procedure

Export channel information.

  • All information under Basic Configuration and Robot Configuration can be exported. Passwords and keys cannot be exported.
  • A maximum of 100,000 channel records can be exported at a time, and a maximum of 2000 records are allowed in an exported file.
  • If no channel is selected, all channel information is exported by default.
  1. Return to the channel list.
  2. Select the new channel and click to export the channel information.
  3. Click and confirm that Status of the export task is Success.
  4. Click Download to obtain the exported channel information.