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
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