How CIC supports SMS

Customer Interaction Center provides an integrated SMS Server subsystem that connects with external SMS brokers to exchange messages. The SMS Server subsystem arbitrates between SMS brokers and internal CIC subsystems, such as ACD Server, Reporting, and Recorder. When a CIC user sends an SMS message to a cellphone, the CIC server forwards the message to an SMS broker, which sends it on to the cellphone. When a cellphone user sends an SMS message to the phone number of the SMS broker, the broker pushes the message to the CIC server. The CIC server then converts the SMS message to a specialized SMS object and routes it to the agent (see figure).