SMS Inbound Page Mode Window Interface

The SMS Page Mode Inbound interaction pane enables you to handle inbound SMS in Page Mode. It contains the following elements:

From Number

This read-only field contains the phone number from which the inbound SMS message was sent.

To Number

This read-only field contains the DN or phone number that received the inbound SMS message.

Date

This read-only field contains the timestamp of the inbound message.

Message

This read-only field contains the inbound SMS message.

Note: Inbound MMS messages (which might contain video) are received in the same way.

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 a SMS session to another agent or queue. For details, see Using Transfer for Outgoing E-Mail, Chat, SMS, and Open Media.

Done

Closes the SMS if no reply is required. It can also open a new window that you can use to place the interaction in a queue. If you click Done without performing an action on the SMS, you will be asked to confirm that you want to close the interaction.

Reply

Closes this pane, opens the Outbound pane, and transfers the appropriate data (for example: the From Number here becomes the To Number there).

 

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.