Genesys Cloud - Main

#DigitalChannels
#Routing(ACD/IVR)

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Corey Blosser
Wolters Kluwer
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Hello Corey, 

This is an interesting requirement and I have not seen it done. But I think its feasible but will take some developing. 

You might want to start looking at Agentless SMS, this uses the system notifications to SMS once the notification event is triggered. 

This is the only way I can think of getting this done. I wonder if the community can maybe offer more or even has a solution. 

Cheers, 

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Cam
Online Community Manager/Moderator
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Original Message:
Sent: 10-31-2024 12:55
From: Corey Blosser
Subject: Searching for inbound MFA SMS to email solution

We have a small support team that assists customers via logging into the customer's billing site. That site requires MFA and the only MFA method is SMS. Historically, the members of the team used their person mobile phones to receive the MFA code. They want to move away from that model and have requested a solution that allows them to have the MFA code delivered to the agents through their work email.

 

We are locked into only using SMS for MFA and there is no option for creating an integration with the customer's platform.

 

This would be our first involvement with SMS routing. I'm thinking we could assign dedicated inbound numbers to each person on the team and activate for SMS. Then build a flow that accepts the inbound MFA message, generates an email with the contents of the message and sends the email to the user's work email address. 

 

Would this be a feasible solution? Is there a better alternative that I may not have considered?

 

Thanks

#DigitalChannels
#Routing(ACD/IVR)

------------------------------
Corey Blosser
Wolters Kluwer
------------------------------

Hi Corey,

What you are attempting would technically work. You could either use Agentless Email to send the code via an email (which has a minute usage cost but does need Campaign email configured, or execute a workflow and use Send Notification (no usage charge or additional configuration) to the user account with the one time code.

A note of caution is that the one time codes will be logged in the recording for the SMS conversation and in the logs for the workflow. This would probably need to be in a restricted access division. You could also look into recording rules to not save copies of the messaging conversation.

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Richard Chandler
Connect
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Original Message:
Sent: 10-31-2024 12:55
From: Corey Blosser
Subject: Searching for inbound MFA SMS to email solution

We have a small support team that assists customers via logging into the customer's billing site. That site requires MFA and the only MFA method is SMS. Historically, the members of the team used their person mobile phones to receive the MFA code. They want to move away from that model and have requested a solution that allows them to have the MFA code delivered to the agents through their work email.

 

We are locked into only using SMS for MFA and there is no option for creating an integration with the customer's platform.

 

This would be our first involvement with SMS routing. I'm thinking we could assign dedicated inbound numbers to each person on the team and activate for SMS. Then build a flow that accepts the inbound MFA message, generates an email with the contents of the message and sends the email to the user's work email address. 

 

Would this be a feasible solution? Is there a better alternative that I may not have considered?

 

Thanks

#DigitalChannels
#Routing(ACD/IVR)

------------------------------
Corey Blosser
Wolters Kluwer
------------------------------

Thanks for the idea. I'll check into the Agentless Email and good call out about recording. We generally record all interactions, so I'll need to make adjustments there.

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Corey Blosser
Wolters Kluwer
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Original Message:
Sent: 11-01-2024 05:11
From: Richard Chandler
Subject: Searching for inbound MFA SMS to email solution

Hi Corey,

What you are attempting would technically work. You could either use Agentless Email to send the code via an email (which has a minute usage cost but does need Campaign email configured, or execute a workflow and use Send Notification (no usage charge or additional configuration) to the user account with the one time code.

A note of caution is that the one time codes will be logged in the recording for the SMS conversation and in the logs for the workflow. This would probably need to be in a restricted access division. You could also look into recording rules to not save copies of the messaging conversation.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 10-31-2024 12:55
From: Corey Blosser
Subject: Searching for inbound MFA SMS to email solution

We have a small support team that assists customers via logging into the customer's billing site. That site requires MFA and the only MFA method is SMS. Historically, the members of the team used their person mobile phones to receive the MFA code. They want to move away from that model and have requested a solution that allows them to have the MFA code delivered to the agents through their work email.

 

We are locked into only using SMS for MFA and there is no option for creating an integration with the customer's platform.

 

This would be our first involvement with SMS routing. I'm thinking we could assign dedicated inbound numbers to each person on the team and activate for SMS. Then build a flow that accepts the inbound MFA message, generates an email with the contents of the message and sends the email to the user's work email address. 

 

Would this be a feasible solution? Is there a better alternative that I may not have considered?

 

Thanks

#DigitalChannels
#Routing(ACD/IVR)

------------------------------
Corey Blosser
Wolters Kluwer
------------------------------

This definitely feasible and I offered the same exact solution to a customer of mine. As outlined above you it would probably be easiest to use Agentless Email to convert the SMS to an email and just have it arrive to the email address of your choice. Sounds like this doesn't happen often and has a limited number of users. You could just use SMS have it route to a dummy queue, and then have the support agent go on queue and retrieve the SMS if you want to use one number for all agents, or you could just assign each person their own SMS number and give them their own queue. I assumed that these agents are on GCloud, but if they are not then your SMS to email would work just fine once you stand up Campaign/Agentless email. 

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Steve Alix
EDCi
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Original Message:
Sent: 10-31-2024 12:55
From: Corey Blosser
Subject: Searching for inbound MFA SMS to email solution

We have a small support team that assists customers via logging into the customer's billing site. That site requires MFA and the only MFA method is SMS. Historically, the members of the team used their person mobile phones to receive the MFA code. They want to move away from that model and have requested a solution that allows them to have the MFA code delivered to the agents through their work email.

 

We are locked into only using SMS for MFA and there is no option for creating an integration with the customer's platform.

 

This would be our first involvement with SMS routing. I'm thinking we could assign dedicated inbound numbers to each person on the team and activate for SMS. Then build a flow that accepts the inbound MFA message, generates an email with the contents of the message and sends the email to the user's work email address. 

 

Would this be a feasible solution? Is there a better alternative that I may not have considered?

 

Thanks

#DigitalChannels
#Routing(ACD/IVR)

------------------------------
Corey Blosser
Wolters Kluwer
------------------------------