Due to reasons (TM) we are trying to capture each SMS as it comes into/goes out of the system. I thought we had a handle on this, but apparently our method doesn't work if (a) the agent disconnects without replying and (b) on incoming texts (only outgoing). Can anyone offer advice on which handler(s) would be the best place to do a dip to snag *all* SMS being sent/received by agents? Also, if anyone can provide a diagram or list of handlers showing how SMS come into / go out of the system (ie, the missing documentation), that would be soooooo nice...

I've just tried SMS Monitor Initiator after browsing thru the help some, but it doesn't fire when the far end phone texts in, just when Desktop texts out.

Incoming SMS initiator doesn't work, either.

There are three handlers I would put in debug: System_IncomingInteraction System_IncomingSMS System_IncomingSMSGenericObject I don't have SMS set up, so I can't test.

I guess scratch that System_IncomingSMSGenericObject...I forgot that's a subroutine.

I'm guessing it's System_IncomingInteraction, as there is a Query Media Subtype tool step in there which has an SMS path. Which, of course, you just tried...odd that it didn't fire. I'll have to do more digging. You are getting SMS routed to agents, correct?

Originally posted by GGanahl;36109
I'm guessing it's System_IncomingInteraction, as there is a Query Media Subtype tool step in there which has an SMS path.

Nope. For an ongoing interaction (ie, an SMS message that hasn't been disconnected), it does not fire.

It would only fire for a new SMS entering the system. Is that what you meant by ongoing interaction? (No handler will fire unless there is an event, such as a new SMS entering the system, or a transfer, or a disconnect). You might try the ObjectDisconnectMonitor handler as well, which should catch every SMS that disconnects.

For a transfer, try SystemSMSTransfer...though I doubt that's firing since it's under System_IncomingSMS

Originally posted by GGanahl;36112
It would only fire for a new SMS entering the system. Is that what you meant by ongoing interaction? (No handler will fire unless there is an event, such as a new SMS entering the system, or a transfer, or a disconnect). You might try the ObjectDisconnectMonitor handler as well, which should catch every SMS that disconnects.

The situation: The agent has a chat window open. A new SMS comes in from a customer. Whether or not CIC considers this a "new sms" entering the system is a mystery (thanks, documentation!) I want to capture that SMS as it comes into the system, via a handler: [ATTACH]889[/ATTACH] ObjectDisconnectMonitor doesn't fire when a new SMS comes in.

In Interaction Administrator (IA) try going to the System Configuration container, Interaction Processor>Handlers sub-container. Right-click on the list of Handlers and select IP Manager. Click on the History tab, then click on the Times Run column to sort. (It only sorts by increasing order, so most run will be at the bottom. Zeroes at the top) Scroll down through to see if anything jumps out at you with GenericObject or SMS in the name.

I have to head out, but will do a little more research tomorrow if you don't get it figured out.

You can also turn up tracing on IP, take the Interaction ID of one of those SMS messages, and search for it in the IP log to figure out what handler path it goes through for a new one sent to the system.

CIC handles SMS messages in two different ways: - "one-and-done", I still haven't figure out all of the different possible scenarios for this - chat "conversation", looks like this always involves an ACD queue - in this scenario, I'm not certain that subsequent messages after the initial inbound message fire a handler (though they might - check IP log), it looks like they are handled like a web chat conversation (in fact they are "Chat" media type) I have not yet figured out a way to initiate a "conversation" for an outbound SMS message. So far, these all look like "one-and-done" messages as well. When, oh when, will Genesys make SMS a REAL media type and not a shirt-tail chat?

Dave, according to a developer for SMS, "If an agent sends an outbound SMS message, it will still be through the “legacy” SMS dialog. However, the agent’s text will now be saved to the database, and if the receiver responds, the agent’s text will be retrieved and inserted into the chat created for the inbound SMS messages. So that “conversation” will start with that “legacy” SMS dialog, but will transition to the chat dialog." I don't know what version that started with.

Originally posted by GGanahl;36106
There are three handlers I would put in debug: System_IncomingInteraction System_IncomingSMS System_IncomingSMSGenericObject I don't have SMS set up, so I can't test.

System_IncomingSMS = poo System_IncomingInteraction = poo System_IncomingSMSGenericObject = poo Booooo :(