Configuring the SMS channel

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 a Certificate. 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 Social Media Enabling Configuration page is displayed.

Set Channel Access Code, select SMS, and click Next.

The channel access code 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 (_).

On the Choose configuration method page, set SMS channel parameters.

**Table 1** SMS channel parameters
Parameter	Description
Personalized Configuration
SMS Gateway	Click to select a configured SMS receiving gateway. For details about how to configure a gateway, see Configuring SMS Gateways.
Common Configuration
Channel access code	The channel access code set in 4 is displayed and can be modified.
OU Configuration	Select an OU created in Configuring an OU to assign it to channel resources.
Info Configuration	Set the following parameters: Skill Queue: The options are all multimedia called routes of the current tenant space. Select an option as required. Keyword for Transfer to Agent: Keywords for switching from chatbot service to manual service. After a customer enters any of the keywords on the client, chatbot service is switched to manual service. NOTE: If the intelligent chatbot is disabled, you do not need to set this parameter.
Last Agent Mode	This function is disabled by default. For details about how to enable the last agent mode, see How Do I Enable the Last Agent Mode?
Dialog End Method	Timeout period for no customer reply. If this function is disabled, the default timeout period is 60 minutes. For details about how to set the dialog end method, see How Do I Set the Dialog End Method?
Agent Timeout Transfer	Timeout period for no agent reply. This function is disabled by default. For details about how to set agent timeout transfer, see How Do I Set Agent Timeout Transfer?
Session Transfer	Whether to display only skill queues of the corresponding channel type when an agent transfers a session. For details about how to set session transfer, see How Do I Set Session Transfer?
Offline Message	This function is disabled by default. For details about how to enable offline messages, see How Do I Enable Offline Messages?
Auto Reply	Reply content automatically sent when an agent is connected successfully. If this function is enabled, you need to select a configured SMS notification template. For details about how to configure an SMS notification template, see Creating an SMS Notification Template.
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 Day Reply	This function is disabled by default. If it is enabled, you need to select a configured SMS notification template. For details about how to configure an SMS notification template, see Creating an SMS Notification Template.
Chatbot Configuration	This function is disabled by default, indicating that sessions are directly connected to agents. If it is enabled, you need to configure chatbot information as required. Set the following parameters: Change Avatar: Chatbot avatar. Name: Chatbot name. Gender: Chatbot gender. Chatbot Access Code: Chatbot access code configured in the intelligent IVR in Configuring an Access Code.

Click Save And Proceed To The Next Step. 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.