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  • 1.  Setting up SMS for a queue

    Posted 08-30-2024 14:33
    Edited by Jason Kleitz 07-21-2025 16:32
    No replies, thread closed.

    Greetings all, 

    I've recently inherited a Genesys implementation.  I'm going through the training and such but am trying to get the SMS working.  So far, the previous person set up the following:

    • Purchased the SMS numbers
    • Created a queue just for SMS
    • Message routing is configured for the number listed on the queue
    • Architect inbound message is configured
    • I added my cell phone to External Contacts as well wondering if that would make a difference.

    I can go on queue, and have that queue assigned to me.  If I text from my cell phone to the number in SMS I can see the text as the agent.  However, if I send an SMS as the agent to my cell phone then nothing shows up.  I can see the response in the Interactions, but nothing comes through to my cell.  I also have red triangle stating "error on delivery."  Previous guy left no documentation so I'm just piecing things together as I walk through the things that should be configured.  

    Any suggestions to what I should be looking for to be able to get the outbound SMS to work?

    Thanks in advance


    #Unsure/Other

    ------------------------------
    Todd 
    ------------------------------



  • 2.  RE: Setting up SMS for a queue
    Best Answer

    Posted 08-30-2024 15:02
    No replies, thread closed.

    If the original setup was not recent, do you know if you have completed the registration process that is required?

    Please see: https://help.mypurecloud.com/articles/genesys-cloud-support-of-10dlc-10-digit-long-code/



    ------------------------------
    Dan Fontaine
    C1
    ------------------------------



  • 3.  RE: Setting up SMS for a queue

    Posted 09-03-2024 09:08
    No replies, thread closed.

    Thanks Dan, 

    I'll run down this path and see where this leads me.  Appreciate the assistance.



    ------------------------------
    Todd O'Bannon
    Nicolet Bank
    ------------------------------

    Original Message


  • 4.  RE: Setting up SMS for a queue

    Posted 09-04-2024 17:36
    No replies, thread closed.

    Hi Todd,

    I'm piecing together a existing inbound SMS set up also.  Do you know what "address" does and how to create one for SMS?



    ------------------------------
    Jean Lam
    Vibrant Emotional Health
    ------------------------------



  • 5.  RE: Setting up SMS for a queue

    Posted 09-05-2024 09:22
    No replies, thread closed.

    Hey Jean, 

    Looking at my set up, the address should be the phone number(s) that you purchased.  We've only purchased 2 numbers, and they are shown on the same screen that you showed.  If you don't have any numbers being displayed then you can go into SMS Number Inventory and purchase or import other numbers.  Then as Dan described, you'll need to register those numbers.  I'm in the process of that now.  Hope that helps!



    ------------------------------
    Todd O'Bannon
    Nicolet Bank
    ------------------------------

    Original Message


  • 6.  RE: Setting up SMS for a queue

    Posted 09-09-2024 15:38
    No replies, thread closed.

    When you go to test, make sure that if you are the testing agent wanting to receive the test message, make sure your Utilization is set up to handle Web Messaging.



    ------------------------------
    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
    ------------------------------



  • 7.  RE: Setting up SMS for a queue

    Posted 09-09-2024 16:09
    No replies, thread closed.

    Thanks Judith, 

    I did find out that the numbers were not registered so I'm working on that now.  Appreciate your help.



    ------------------------------
    Todd O'Bannon
    Nicolet Bank
    ------------------------------

    Original Message


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