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Configure Outbound Routing

Configure an ordered set of rules for routing outbound SMS messages through CIC. SMS uses the highest ranking matching route in the list. Based on regular expression matching of DNIS, CIC sends outbound directed SMS messages to a broker using the proper destination number formatting. The routes are defined by type, regular expression, formatted number, broker and account ID.

  1. Skip Type. Currently, DNIS is the only option.

  2. Use a Regular expression to define a filter that selects which outbound interactions take this route.

    Note:

    The Regular expression must match the part (described in the Type) of the SMS message to send the message to its destination. It also provides the pattern matches for the formatted number.

  3. Specify the destination number. Enter the Formatted Number that that CIC uses as the outbound dial number for the SMS message. All characters are valid. Regular expression pattern replacements are denoted this way:

    • Use $ for regular expression pattern replacements.

    • Use $0 for the input expression as a whole.

    • Use $1 for the first grouped match, and so on.

  4. Select a Broker to deliver the SMS message.

  5. Select the Account ID at the selected broker to use for the SMS message.

  6. In Access Control, select the phone number classifications for the selected outbound SMS route.

    Note:

    You must select at least one phone number classification for the outbound SMS route. If you do not select a phone number classification, or do not select a call classification that provides the correct access permissions, then agents and workgroups using this SMS route see an error message when they try to send SMS messages. You manage the available call classifications as part of your regional dial plans.

  7. Click OK.

  8. Optionally, in the Outbound Routing tab, select Consolidate Messagesto automatically combine short messages. If a new message comes in and another message is waiting to be sent, it can be added to the waiting message if the combined length is less than the SMS maximum length of 160 characters.