Integrating Multimedia Contact Center with an SMS Gateway Provider

Multimedia Contact Center integrates with the third party SMS gateway provider Twilio to support SMS routing. With Twilio, Multimedia Contact Center supports long codes (60 SMS messages per minute per mobile number). Short codes are unsupported. Mi Contact Center Business does not support Multimedia Messaging Service (MMS). You must have an account with Twilio to handle SMS messages with Multimedia Contact Center.

To ensure SMS interactions route to the Enterprise Server, for each SMS number associated to your Twilio account, you must set the Request URL to the following: http://twimlets.com/echo?Twiml=%3CResponse%3E%3C%2FResponse%3E&. Consult your SMS gateway service provider documentation for information on configuring your account.

SMS gateway provider SMS phone numbers are added to Multimedia Contact Center as a part of configuring SMS media servers. Multiple SMS numbers from an SMS gateway service provider can be added to your SMS media server. When adding Twilio SMS phone numbers to your SMS media server, you require, in addition to the SMS phone number, the Twilio Account SID and the Account Authentication Token. For more information, see "Adding SMS to Multimedia Contact Center".

A single SMS number can be used with multiple queues, provided the SMS Inbound workflow is modified to route SMS messages through a method other than by the <<DestinationQueues>> variable, such as with an Ask activity. For more information on the default SMS workflow, see "Default SMS Inbound workflow".