Set Up CXone SMS Messaging for ACD

If you're using CXone SMS Messaging with Digital Experience, follow the steps for SMS in the Digital Experience section of the online help.

There are a number of steps you need to take to set up a CXone SMS Messaging channel for your organization. Before you can begin, your CXone representative will create one or more SMS registrations for you to use.

Complete each of these tasks in the order given.

SMS Registrations

To use a Proactive SMS or CXone SMS Messaging campaignClosed A grouping of skills used to run reports., you must first contact your CXone Account Representative to set up a transport code for you and to assign SMS registrations for the code. You can have either long or short transport codes. The type of code you need depends on your planned usage. Your CXone Account Representative can help you determine the type of transport code you need. Once your SMS registrations are set up, your account manager will give you specific information that you'll need to configure Proactive SMS skills. You can view the SMS registrations available for your business unit in CXone at ACD > Contact Settings  >  SMS Registrations.

A long transport code is a dedicated 10-digit telephone number that can carry limited traffic. In some cases, long codes carry a maximum of five messages per second. They cost less to provision than short codes and take approximately 5-7 days to set up.

A short transport code is a 5-digit premium dedicated number service that large-scale mobile messaging campaigns or brands often use. Short codes can take 12 or more weeks to provision.

Transport codes can be numeric or alphanumeric. Numeric transport codes only contain numbers. Alphanumeric transport codes contain a mix of letters and numbers.

Create a Campaign

Required permissionsCampaigns Create

If you've already created a campaignClosed A grouping of skills used to run reports. that you plan to use, you can skip this step. For example, you may have a campaign that you intend to use across several channels.

  1. Click the app selector and select ACD.
  2. Go to Contact SettingsCampaigns.
  3. Click Create New.
  4. Enter a value in the Campaign Name field.
  5. Click Create Campaign.

Create an Inbound SMS Skill

Required permissions: Skills Create and Skills Edit

The name of a skill should be meaningful. It's helpful to be consistent when naming skills. Decide on a standard format for skill names that works for your organization.

A skill name must have a minimum of 2 characters and a maximum of 30. Skill names may only contain letters, numbers, and these special characters:

  • Hyphens (-)
  • Underscores (_)
  • Periods (.)
  • Colons (:)
  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to SMS and Inbound/Outbound to Inbound.
  5. Enter a Skill Name.
  6. Select the Campaign you want the skill to be part of.
  7. Configure the remaining optional fields in the Skill Information section as needed.

  8. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox. Modify the optional settings in the Screen Pops section if you want to customize your screen pops. This capability is only supported for CXone Agent suite. You can also do this later.
  9. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

  10. If you want to change the default service level settings for this skill, modify the fields in the Service Level section.

  11. If you want to test how contacts in this skill change in priority over time compared to other skills, use the Priority Comparison tool. You can also do this later.
    1. In the Skills to Compare section, click +.

    2. Add Available skills until all skills you want to compare are in the Selected list. You don't need to add the skill you are currently editing; it appears in the graph automatically.

    3. Click Done.
    4. Use the Elapsed Time and Time Interval fields to define the period of time you want the graph to cover and the time intervalClosed A period between points, limits, or events, such as dates or times you want to mark a new point on the graph.

    5. Click Compare.

  12. Click Create. Complete additional configurations to customize or manage your skills.

Create an Outbound SMS Skill

Required permissions: Skills Create and Skills Edit

The name of a skill should be meaningful. It's helpful to be consistent when naming skills. Decide on a standard format for skill names that works for your organization.

A skill name must have a minimum of 2 characters and a maximum of 30. Skill names may only contain letters, numbers, and these special characters:

  • Hyphens (-)
  • Underscores (_)
  • Periods (.)
  • Colons (:)
  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click Create New > Single Skill.

  4. Set the Media Type to SMS, Inbound/Outbound to Outbound, and Outbound Strategy to Manual.
  5. Enter a Skill Name.
  6. Select the Campaign you want the skill to be part of.
  7. Select an SMS Transport Code from the drop-down.
  8. Configure the remaining optional fields in the Skill Information section as needed.

  9. If you want to use screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. for this skill, select the Use Screen Pops checkbox. Modify the optional settings in the Screen Pops section if you want to customize your screen pops. This capability is only supported for CXone Agent suite. You can also do this later.
  10. If you want to change the default prioritization settings for this skill, modify the settings in the Priority Management While in Queue section. You can also do this later.

  11. Click Create. Complete additional configurations to customize or manage your skills.

Create an SMS Script

Required permissionsScripts Create

  1. In Studio, click File > New.
  2. In the Create New Script window, select the SMS icon. Verify that the Business Unit is correct and click OK.
  3. Add BEGIN and REQAGENT actions to the canvas and connect them. Inbound SMS messages automatically route to the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge specified in the point of contact associated with this script. If you want to route to a different skill, change the value in the Skill property of the action.

  4. If you configured screen popsClosed A configurable pop-up window with information about the contact. It appears on an agent's screen after a certain event, usually when the agent connects to a contact. in the skill, configure the screen pop content. You may need to contact your CXone Account Representative for guidance.
  5. You can customize the script with additional actions you want to occur during messaging events, such as when the interaction begins, is transferred, or ends.

  6. Click File > Save.
  7. In the Save Script As... window, enter a name for the script, and click Save.

Create a Point of Contact

Required permissionsPoints of Contact Create

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsPoints of Contact.

  3. Click Create New and select Single Point of Contact.
  4. For the Media Type, select SMS.
  5. Enter a Name for the point of contact.
  6. Select the ACD Skill you created earlier.
  7. Select the Script you created in Studio.
  8. If you want calls to this number to track IVR press paths for reporting, select IVR Reporting Enabled.
  9. Click Create Point of Contact.

Customize Your Messaging Channel

Depending on how your organization uses CXone SMS Messaging, you might also want to: