Just this week we began experimenting with SMS on behalf of queue. Our shop is 98.465% outbound and having the ability to initiate and continue a conversation with a customer is an awesome and much awaited edition to PureCloud! 

One of the first and most obvious things we encountered in our testing, what happens if a customer calls the number they were texting with? Either I'm missing something or.....well I'm probably missing something. 

Whenever we call the number we hear a busy tone, as if the number weren't in-service in our org. So the question becomes, can numbers in our SMS inventory also be made in-service through PureCloud Voice to receive interactions from customers? 

#ArchitectureandDesign
#Outbound
#Routing(ACD/IVR)

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Aaron Shirley
Baker College
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I'm not an expert on this but from what I understand, when you got an SMS number you only bought the ability to text to/from it. You didn't buy the ability to take phone calls on it.  I don't know if it's possible to buy both abilities on the same number.  I'll ask someone who know more about this area to chime in.

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 01-04-2019 14:31
From: Aaron Shirley
Subject: Can SMS Numbers be Configured a Voice?

Just this week we began experimenting with SMS on behalf of queue. Our shop is 98.465% outbound and having the ability to initiate and continue a conversation with a customer is an awesome and much awaited edition to PureCloud!

One of the first and most obvious things we encountered in our testing, what happens if a customer calls the number they were texting with? Either I'm missing something or.....well I'm probably missing something.

Whenever we call the number we hear a busy tone, as if the number weren't in-service in our org. So the question becomes, can numbers in our SMS inventory also be made in-service through PureCloud Voice to receive interactions from customers?

#ArchitectureandDesign
#Outbound
#Routing(ACD/IVR)

------------------------------
Aaron Shirley
Baker College
------------------------------

Thank you for the response, Melissa. That makes sense, and it could be valuable for us to be able to do both on one number. I look forward to hearing what you're able to learn!

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Aaron Shirley
Baker College
------------------------------

Original Message:
Sent: 01-04-2019 16:35
From: Melissa Bailey
Subject: Can SMS Numbers be Configured a Voice?

I'm not an expert on this but from what I understand, when you got an SMS number you only bought the ability to text to/from it. You didn't buy the ability to take phone calls on it.  I don't know if it's possible to buy both abilities on the same number.  I'll ask someone who know more about this area to chime in.

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 01-04-2019 14:31
From: Aaron Shirley
Subject: Can SMS Numbers be Configured a Voice?

Just this week we began experimenting with SMS on behalf of queue. Our shop is 98.465% outbound and having the ability to initiate and continue a conversation with a customer is an awesome and much awaited edition to PureCloud!

One of the first and most obvious things we encountered in our testing, what happens if a customer calls the number they were texting with? Either I'm missing something or.....well I'm probably missing something.

Whenever we call the number we hear a busy tone, as if the number weren't in-service in our org. So the question becomes, can numbers in our SMS inventory also be made in-service through PureCloud Voice to receive interactions from customers?

#ArchitectureandDesign
#Outbound
#Routing(ACD/IVR)

------------------------------
Aaron Shirley
Baker College
------------------------------

Hi Aaron,
As Melissa mentioned, currently you can only use SMS numbers for SMS, however having the ability to have voice and SMS on the same number is something we are considering on the roadmap.  If this is a feature that would be useful for your business it would be great if you could vote on it in the ideas forum.  The idea number is CLDIG-I-280 (Voice & SMS on same number).  

More on voting for ideas/features can be found here:
PureCloud - Genesys

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------------------------------
Katie Ritz
Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 01-04-2019 14:31
From: Aaron Shirley
Subject: Can SMS Numbers be Configured a Voice?

Just this week we began experimenting with SMS on behalf of queue. Our shop is 98.465% outbound and having the ability to initiate and continue a conversation with a customer is an awesome and much awaited edition to PureCloud!

One of the first and most obvious things we encountered in our testing, what happens if a customer calls the number they were texting with? Either I'm missing something or.....well I'm probably missing something.

Whenever we call the number we hear a busy tone, as if the number weren't in-service in our org. So the question becomes, can numbers in our SMS inventory also be made in-service through PureCloud Voice to receive interactions from customers?

#ArchitectureandDesign
#Outbound
#Routing(ACD/IVR)

------------------------------
Aaron Shirley
Baker College
------------------------------