PEC-DC/Current/Administrator/GSESMS - Revision history

WikiSysop at 19:19, July 28, 2022

2022-07-28T19:19:41Z

Balaji: Published

2022-07-28T02:33:57Z

Published

Julie.munn@genesys.com: Published

2021-01-07T13:50:45Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:56Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:57Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

2020-06-09T00:21:37Z

Published

New page

{{TaskSummary
|DisplayName=Set up SMS
|Application=Agent Desktop, Agent Setup
|Role=Administrator
|TocName=Set up SMS
|Platform=PureEngage
|ComingSoon=No
|Context=Learn how to integrate Short Message Service (SMS) into Agent Desktop.
|overviewtext=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers.

After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can messages to the best-skilled agent using a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
|TSSection={{TSSection
|sectionheading=Configure an SMS number
|description=Set up your SMS number in Genesys SMS Aggregator.
|relatedarticles=*Contact your Genesys representative to set up your SMS number.
}}{{TSSection
|sectionheading=Enable Digital Shared Services
|description=Enable service channels in Agent Setup. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.
|relatedarticles=*Contact your Genesys representative to create service channels.
}}{{TSSection
|sectionheading=Configure Agent Desktop
|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Chat_options|display text=Chat}}
}}{{TSSection
|sectionheading=Create a Designer application
|description=Create a Designer application
Create a Designer application to route SMS interactions to the right agents. '''Note:''' You should see the service channel you created listed under '''Manage Digital Endpoint''' in Designer.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}}
}}{{TSSection
|sectionheading=Related documentation
|description=See how users handle SMS interactions in Agent Desktop.
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS}}
}}
}}

@@ Line 1: / Line 1: @@
 {{TaskSummary
 |DisplayName=Set up SMS
-|Application=Agent Desktop, Agent Setup
+|Application=Agent Workspace, Agent Setup
 |Role=Administrator
 |TocName=Set up SMS
@@ Line 18: / Line 18: @@
 |relatedarticles=*To create service channels, contact your Genesys representative.
 }}{{TSSection
-|sectionheading=Configure Agent Desktop
+|sectionheading=Configure Agent Workspace
 |description=Go through the normal process to configure any necessary desktop options for the agents in your contact center. Pay special attention to Chat as these settings apply to SMS.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
@@ Line 28: / Line 28: @@
 }}{{TSSection
 |sectionheading=Related documentation
-|description=See how users handle SMS interactions in Agent Desktop.
+|description=See how users handle SMS interactions in Agent Workspace.
 See how CX Contact can handle SMS campaigns for notifications and alerts.

@@ Line 5: / Line 5: @@
 |TocName=Set up SMS
 |ComingSoon=No
-|Context=Learn how to integrate Short Message Service (SMS) into Agent Desktop.
+|Context=Learn how to integrate Short Message Service (SMS) into Genesys Multicloud CX.
-|overviewtext=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers.
+|overviewtext=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Genesys Multicloud CX so that agents can exchange text messages with customers.
-After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can send messages to the best-skilled agent using a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
+After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can send messages to the best-skilled agent using a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application or use {{Link-Standalone|topic=PEC-OU/HIW|display text=CX Contact}} to send SMS alerts to your customers. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
 |TSSection={{TSSection
 |sectionheading=Configure an SMS number
-|description=Set up your SMS number in Genesys SMS Aggregator.
+|description=Set up your SMS number in Genesys.
 |relatedarticles=*To set up your SMS number, contact your Genesys representative.
 }}{{TSSection
 |sectionheading=Enable Digital Shared Services
-|description=Enable service channels in Agent Setup. Later when you create a Designer application to route social media interactions, it pulls the data from these channels.
+|description=Enable service channels in Agent Setup. SMS is considered as a part of Chat settings. Later when you create a Designer application to route SMS interactions, it pulls the data from these channels.
 |relatedarticles=*To create service channels, contact your Genesys representative.
 }}{{TSSection
 |sectionheading=Configure Agent Desktop
-|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat.
+|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center. Pay special attention to Chat as these settings apply to SMS.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
 *{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Chat_options|display text=Chat}}
@@ Line 29: / Line 29: @@
 |sectionheading=Related documentation
 |description=See how users handle SMS interactions in Agent Desktop.
 |relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS}}
 }}
 }}

PEC-DC/Current/Administrator/GSESMS - Revision history

WikiSysop at 19:19, July 28, 2022

Balaji: Published

Julie.munn@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Jerickso: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"