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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sandeep9341 on December 08, 2020, 02:40:06 AM

Title: Create sms using DMS in the workflow
Post by: sandeep9341 on December 08, 2020, 02:40:06 AM

Hi All,

There is a requirement for creating a sms from the workflow or through api call and placing the sms in the sms outbound queue so that sms will be sent to customer

Is there a possibility of doing this with the DMS server ?



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Title: Re: Create sms using DMS in the workflow
Post by: cavagnaro on December 08, 2020, 07:35:37 AM

SMS... As a SMPP integration.... No
As a Custom interaction sent as a HTTP request yes.
You need to develop a custom driver, create an interaction with it and add it to IXN server.


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Title: Re: Create sms using DMS in the workflow
Post by: sandeep9341 on December 08, 2020, 09:05:25 AM

Hi cavagnaro,

Thanks for the response.

Wont the driver supplied with Dms application i.e sms/mms driver sufficient for the requirement ?

One more thing is using gms, we can create open media interaction and assign it to sms but it would incur additional license on custom media channel..any thought about this ?

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Title: Re: Create sms using DMS in the workflow
Post by: cavagnaro on December 08, 2020, 01:30:13 PM

Genesys SMS solution uses SMPP protocol, if that is what your provider uses, sure you can use it.
If not, if you have a HTTP provider then you need a custom driver.

About licensing, again, SMS is a custom (open media) license. So your agents will need to use them. Unless you already have them with a custom channel.


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Title: Re: Create sms using DMS in the workflow
Post by: abudwill on December 08, 2020, 04:34:15 PM

DMS can do this if it has an SMPP bind to a service provider.

In IRD terms you would use ESP block, app type would be SocialMS, service is SMS and method is SendSMSoutT1, the following KVPs must be included:

key: _smsSrcNumber
key: _smsDestNumber
key: _smsText

Title: Re: Create sms using DMS in the workflow
Post by: sandeep9341 on December 09, 2020, 05:06:53 PM

Hi Abudwill,

Yes this is the same logic used in the sample bp for the sms outbound queue, but here we have a requirement of creating a sms outside the business process by api call and placing the sms interaction into the sms outbound queue. So that sms is sent using the same sample bp.

We are looking for a method to create sms interaction through api call now..any suggestion would be helpful.



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Title: Re: Create sms using DMS in the workflow
Post by: cavagnaro on December 09, 2020, 05:11:19 PM

You need to create an interaction, via, whatever IXN allows you to.
There are API, connectors, etc.
Then you catalog it as media type = 'sms'


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Title: Re: Create sms using DMS in the workflow
Post by: abudwill on December 10, 2020, 12:01:39 AM

Hi Sandeep, sorry I misunderstood.

As Cav suggests, see PSDK, interaction server area. You would need to use PSDK to place an interaction in an IQ. a BP would need to handle that IQ and routing strategy could initiate/send - but some mechanism (in this case PSDK) would need to drop an interaction into the IQ.