Genesys Engage on-premises

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  • 1.  GMS - MMS Media Type

    GENESYS
    Posted 03-03-2021 02:29
    Hello,
    We have a customer asking if it is possible to configure GMS endpoint to handle MMS media type along with the attached media (.jpg file)?


    I don't see this the open-media details allowing any (.jpg) files.
    https://docs.genesys.com/Documentation/Options/latest/GMS/GMS-openmedia-service-name
    Nor do I see anything related to file types on the API reference:
    https://docs.genesys.com/Documentation/GMS/latest/API/OpenMediaAPI

    I do see the email service type contains options for handling different file types, including .jpg.
    https://docs.genesys.com/Documentation/Options/Current/GMS/GMS-email-service-name#file_types
    And within the email API:
    https://docs.genesys.com/Documentation/GMS/latest/API/EmailAPI

    Is there a way to create MMS media type and pass along files, or does only the email media type contain the options for handling media?

    Thank you
    #DigitalChannels

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    Jose Mari Pulmano
    Genesys - Employees
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  • 2.  RE: GMS - MMS Media Type

    GENESYS
    Posted 03-03-2021 21:36

    In addition they are planning to route text messages that have media (Multi-media message) into Genesys for an agent to process. These interactions need to have the images attached to the interaction, similar to how email interactions store images within the flexible_properties fields in the interaction server database.

    They already have SMS Server application, however you can only route MMS media via MM7 protocol, which isn't very available from vendors. Vendors instead will push these MMS messages to an HTTPS endpoint. 

    They are looking at capabilities to create these interaction through GMS (since it has a suite of APIs to create interactions). They are wanting the media to be distinguished as MMS AND contain the media images.



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    Jose Mari Pulmano
    Genesys - Employees
    ------------------------------



  • 3.  RE: GMS - MMS Media Type

    Posted 03-04-2021 16:24
    Hey Jose,

    Not sure about GMS, but when we were looking at doing an SMS integration over HTTPS, the path we were going down was a custom driver for digital messaging server (previously social messaging server).  There's a good blog article on the genesys dev website that covers this type of scenario: Twilio SMS with Social Messaging Server – Genesys Developer Center
    Project ended up being cancelled so we never implemented it.

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    Jason McLennan
    Commonwealth Bank of Australia
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