Genesys Cloud CX

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  • 1.  Unable to send outbound SMS

    Posted 06-30-2022 07:56
    Hi,

    I am trying to send an outbound SMS on behalf of a queue. Even after entering the queue name and end user contact, the chat button is grayed out. Am I doing anything wrong here.


    Thank You
    Praveen
    #Unsure/Other

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    Praveen Kumar
    HCL Technologies Ltd.
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  • 2.  RE: Unable to send outbound SMS

    Posted 06-30-2022 10:33
    Hi
    Following with interest
    The only way I can get this to work is if the "to" number is in contacts, otherwise if I open the dial pad and enter the number I have the same issue.

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    Philip Thys
    British Telecommunications PLC
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  • 3.  RE: Unable to send outbound SMS

    Posted 06-30-2022 13:46
    Anybody in this forum (Genesys) know how to achieve this. I  follows this document but I think its not updated:

    https://help.mypurecloud.com/articles/send-an-sms-message/

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    Praveen Kumar
    HCL Technologies Ltd.
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  • 4.  RE: Unable to send outbound SMS

    Posted 07-04-2022 12:34
    Hi Philip,

    I think I found the trick to initiate and OB SMS from the dial pad. After adding the "on behalf queue", enter the number by typing directly or using Dialpad and hit enter. That should activate the message icon. Let me know if that works for You.

    Thank You
    Praveen

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    Praveen Kumar
    HCL Technologies Ltd.
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  • 5.  RE: Unable to send outbound SMS

    Posted 07-05-2022 03:36
    Hi Praveen
    Works like a dream, thank you.

    Kind Regards
    Phil

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    Philip Thys
    British Telecommunications PLC
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