SMS

CIC provides an integrated SMS (Short Message Service) server subsystem that connects with external SMS brokers to exchange messages. The SMS server arbitrates between external SMS brokers and internal CIC subsystems, such as the ACD server, reporting, and Interaction Recorder.  

CIC can send outbound SMS messages using handlers by connecting to the SMS gateway or an HTTP broker. CIC can also route inbound SMS messages to users or workgroups by putting the original text into an email message.

Note: For more information on SMS see Short Message Service Technical Reference in the Technical Reference Documents section of the PureConnect Documentation Library on the CIC server.

The topics included in this section are:

• SMS Inbound Routing

• SMS Inbound Route Configuration

• SMS Outbound Routing

• SMS Outbound Route Configuration

• SMS Broker: Configuration

• SMS Broker: Accounts

• SMS Broker: Proxy

• SMS Broker: Message Originated

• SMS Broker: Message Terminated