Genesys Casual

 View Only

Sign Up

  • 1.  Genesys Cloud SMS and Active Voice Call Requirement

    Posted 7 days ago

    When an agent sends an outbound SMS to a customer on behalf of a queue during an active voice call, the customer's SMS reply should not be routed back to the agent while the voice call is still in progress.

    Once the voice call ends, if the customer replies to the SMS, the system should:

    1. Send an automatic response message to the customer.

    2. End the SMS interaction without routing it to an agent.

    How can we achieve this requirement in Genesys Cloud?


    #CommunityQuestions(Contest,Community,etc.)
    #General

    ------------------------------
    Anand
    Skylux Telelink Pvt Ltd - India
    GCP,GCD, ARC,SCR,OD,
    ------------------------------


  • 2.  RE: Genesys Cloud SMS and Active Voice Call Requirement

    Posted 7 days ago

    Hi Anand,

    The way you explained it is, you never want the SMS to be routed to queue so for that create a simple message architect flow like below and publish it and assign the long code used by agent to send SMS to the architect flow by creating message routing.



    ------------------------------
    Thanks!
    Ganesh S
    ------------------------------



  • 3.  RE: Genesys Cloud SMS and Active Voice Call Requirement

    Posted 7 days ago
    Edited by Phaneendra Avatapalli 7 days ago

    Hi Anand,

    I'd treat this as two separate parts.

    To stop an SMS from alerting the agent during an active voice call, check Admin > Contact Center > Utilization. Make sure Message is not allowed to interrupt Voice. This should prevent the SMS from interrupting the call, although it may still route to the agent once they are available.

    For the automatic response, the SMS number needs to be associated with an inbound message flow that sends the response and then disconnects the interaction. If the reply is part of the existing SMS conversation, it may still return to the last agent. The message threading timeline starts after the conversation is disconnected; setting it to 0 makes a later reply start a new conversation, which can then enter the inbound message flow.

    So I'd test that the outbound SMS interaction is disconnected first, then verify that a reply enters the message flow rather than resuming the previous agent conversation.

    Resources:



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 4.  RE: Genesys Cloud SMS and Active Voice Call Requirement

    Posted 4 days ago

    @Phaneendra Avatapalli, 

    Thanks for the information.

    I tried Part 1 already, but the SMS is still being routed during the active voice call.

    Part 2 has already been developed, and it is working fine after the voice call ends.





    ------------------------------
    Anand
    Skylux Telelink Pvt Ltd - India
    GCP,GCD, ARC,SCR,OD,
    ------------------------------

    Original Message


  • 5.  RE: Genesys Cloud SMS and Active Voice Call Requirement

    Posted 4 days ago

    Hi Anand,

    Thanks for testing and confirming Part 2 works.

    For Part 1, is the reply appearing in the SMS interaction the agent already opened, or is it arriving as a new interaction with an Accept alert? That distinction may explain why the utilization change hasn't helped.

    Also check for an agent-level utilization override and confirm that Message is removed from "Interrupted by" on the Voice row. If it is a newly routed interaction despite those settings, I'd raise it with Support using an example Conversation ID.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 6.  RE: Genesys Cloud SMS and Active Voice Call Requirement

    Posted 2 days ago

    Hi Anand Gangappa!

    Great, thanks for reporting back on the tests performed.



    ------------------------------
    Juliano Fernandes Mendes Pimentel De Paiva
    Genesys Analyst
    ------------------------------

    Original Message


  • 7.  RE: Genesys Cloud SMS and Active Voice Call Requirement

    Posted 2 days ago

    The return SMS would go through an Message flow, I would imagine based on your criteria,  you would need to put in a data action to check to see if there are any active calls from the same number and then disconnect or route based on that.  This would also determine the type of auto-reply that is sent based on if they have a current voice interaction connected.



    ------------------------------
    Alisa
    NA
    ------------------------------



Related Content