SMS outdialer

[RN]

Hi All,

Just want to know if any one has implemented a SMS autodialer using the Genesys outbound dialer and openmedia functionalities.We are looking to implement something similar to this for our client but aren't quite sure how to go about on this implementation.

Any suggestions or documentation would be really helpful

Thanks,

[René]

Hi,

Implementation depends on several factors - required functionality, SMS connectivity etc. - so it isn't easy to give your some "universal" advise. I would recommend you to find more information about Genesys Proactive Contact solution as it could be a good base for such implementation.

I was involved in design phase for SMS dialer system but the project was cancelled by the customer later so the system wasn't implemented. Feel free to ask more questions if you have any

R.

[RN]

Hi Rene,

Could you share some more design details of the the SMS proactive system?I believe with the Genesys Proactive solution the OCS is integrated with the OBN which inturn is integrated with the GVP (CFA).But where will the SMS system\gateway come in the picture And how will the OCS store the SMS text to be sent and the acknowledgement from the SMS gateway

The system that customer is looking for is like any outbound campaign that is run through the OCM.The customer will upload the numbers in the database from the where the OCS will pickup the numbers to which the SMS message has to be sent.In place of standard telecom call results for the SMS system,OCS will have store the acknowledgement from the SMS gateway

Thanks...RN

[René]

Hi RN,

Proactive Contact does support email/sms as well. I don't know why but that part of Proactive Contact isn't described in "Genesys 7.5 Proactive Contact Solution Guide" and you can find some information in "Genesys 7.5 Proactive Contact Routing Guide" only.

Principle of SMS dialer:
- Using Proactive Contact solution = OCS, IxnServer and URS
- Customized calling list with custom columns containing wording of text message and sms status
- Interaction (record) is submitted to routing by OCS and routing strategy is executed
- SMS is sent out in the routing strategy (*)
- Record's status is updated and mark as processed using IRD Outbound objects (UpdateRecord, Processed)

* Way of sending out the text messages depends on an interface provided by telco operator. It necessary to develop gateway/bridge between operator's message centre (SMSC) and URS. There are several possibilities how to integrate the interface with URS:
- custom media server (like Email Server Java, communication goes through Interaction Server using ESP /ExternalServiceProtocol/)
- using URS CustomServer
- web service

Hope it helps you
René