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

(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.
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.
Choose Configuration Center > Access Configuration > Channel Configuration.
Click New. The Configure Channel page is displayed.

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 gateway configuration, see Configuring SMS Gateways. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the SMS gateway can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the SMS gateways under the current OU.

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. The search criterion All accessible organizations is controlled by the tenant parameter Has the tenant enabled inter-organization data isolation enforcement. When the tenant parameter is set to Yes, the called route can be searched by OU. In addition, a non-administrator account that is not configured with the OU permission can search for only the called routes under the current OU.
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.
Queue Reminder	Queue reminder mode. All Reminders Queue Reminder Queue Progress Reminder Close Reminder
Queue Reminder Content	Queue reminder content. The value can contain a maximum of 256 characters and cannot contain the following special characters: <>'"/\ This parameter is mandatory when Queue Reminder is set to All Reminders or Queue Reminder.
Queue Progress Reminder Content	Queue progress reminder content. The value can contain a maximum of 256 characters and cannot contain the following special characters: <>'"/\ Variables can be set. The bound variables can only be user ID (${userId}), username (${nickName}), queue position (${position}), and estimated waiting time (${waitTime}, in seconds). Default value: You are currently in the queue, in position ${position}, and are expected to wait for ${waitTime} seconds This parameter is mandatory when Queue Reminder is set to All Reminders or Queue Progress Reminder.
Call Transfer Interaction Times	The call transfer function can be used only when the number of messages sent by an agent to a customer reaches the set value. When the value is 0 or empty, the agent can use the call transfer function at any time.
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

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?

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.
Enter a compression password and click to view the plaintext password.