Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on June 28, 2007, 04:45:15 AM

Title: SMS
Post by: cavagnaro on June 28, 2007, 04:45:15 AM

Hi
Does anyone has developed a SMS Solution? If so how is it? Inbound? can campaigns be associated to SMS (emails?)
Any experience?

Thanks

Title: Re: SMS
Post by: bublepaw on June 28, 2007, 04:57:41 PM

Hi,

If SMS means "Short Message System" :)  then:

some time ago we have implemented SMS handling through email with ICS 6.5.x. We had gateway which converted incoming sms'es to emails with title "SMS:[receiving number]" and sender was set as [sendingnumber]@our gateway. With this 2 tricks we were able to distinguish emails from sms'es and enable agents to respond to sms using normal interface.

With Multimedia 7.x we are considering using OpenMedia but it is far more to expensive and probably we will stay with emails.

As for outbound campaigns we use genesys only for Voice SMS ( short personalized voice message for customers )

Title: Re: SMS
Post by: cavagnaro on June 28, 2007, 05:36:44 PM

Nice,
Now with this outbound campaigns, is it possible to use emails? On the format of 7.X of a campaign i see an email field, but can it be used?

Title: Re: SMS
Post by: bublepaw on June 30, 2007, 09:49:43 PM

The only way I know to work is to write small service that logs as agent on fictive device and then using Outbound Protocol fetches records form OCS ( in preview mode ), sends message through SMS and then update results in OCS

Title: Re: SMS
Post by: cavagnaro on July 01, 2007, 06:05:25 PM

:D Nice idea, will begin to develop something

Title: Re: SMS
Post by: eferreyra on July 02, 2007, 02:20:28 PM

I have a massive SMS send solution, but nothing to do with Genesys  ;D

I use SMSLib for Java, now there is for .NET too:
smslib.org

But this is for GSM modems, if you dont have it, emails are other way.

There is also a pay service and protocol called Short-Message-Peer-To-Peer:
http://en.wikipedia.org/wiki/Short_message_peer-to-peer_protocol

To establish a TCP connection and send massive SMS.

Tell me if i can help you with some other thing  :-\

Title: Re: SMS
Post by: cavagnaro on July 02, 2007, 02:24:09 PM

Can you recommend a good GSM Modem? And why you will recommend it?
Thanks  ;D

Title: Re: SMS
Post by: René on July 02, 2007, 05:56:51 PM

Hi cavagnaro,

I read somewhere that Genesys Outbound Contact 7.5 does support email campaigns. They call it "Proactive Contact" or "Outbound Notification" and MCR is used in that solution. Maybe it could be interesting for you.

René

Title: Re: SMS
Post by: cavagnaro on July 02, 2007, 09:10:09 PM

great, will search on support and revgen.
Thanks a lot  ;D