SMS Outbound Page Mode Window Interface

The SMS Page Mode Outbound interaction pane enables you to handle outbound SMS in Page Mode and create new SMS Outbound In Page Mode. It contains the following elements:

SMS Outbound Interaction Pane

The SMS outbound interaction pane contains the following elements:

Original Message

This read-only field contains the original SMS message received. This applies only to Outbound replies, not to new Outbound SMS messages.

To Number

This drop-down list contains all phone numbers of the current contact.

Notes:

From Number

By default this number appears as read-only text, but it can be configured to display a drop-down list of phone numbers. If the outbound SMS From Number value doesn’t match one of the configured phone numbers, it is added in the list, and the outbound SMS From Number value is automatically selected.

See "Appendix A: Genesys Desktop Configuration Option Reference" in the Genesys Desktop Deployment Guide.

Remaining Counter

By definition, SMS messages are small. Each message is typically less than 160 characters. However, Genesys Desktop enables you to send longer messages by splitting the text that you enter in the Message area into multiple SMS messages.

A counter above the Message area displays the following information:

Action Keys and Buttons

The following table defines the functions that are available for the outbound interaction pane.

Action

Function

Transfer

Enables you to transfer an SMS session to another agent or queue. For details, see Using Transfer for Outgoing E-Mail and Chat.

Delete

Deletes the SMS message and returns you to the original screen.

Send

Sends to your contact the message that you typed.

Common Interaction Panes

The right pane contains three sub-panes, Customer Records, Resources, and Co-Browse, which contain tools that are common to the different types of interactions. Toggle between these sub-panes by clicking the appropriate button.