IPOCC supports SMS notifications ??

[nortavaya]

Dear all,

I have a question asked by my customer, does IPOCC can send SMS notification to mobile phones ? or we need a third party SMS Gateway ?
if else which solution was tested and supported ?

Thank you in advance

 

[DavidIMpower]

Can you clarify what you mean by SMS notifications?
1. Do you want IPOCC to send agents an SMS notification when a new message (call/email/chat) arrives?
2. Do you want to send customers SMS notifications when their issue has been handled?
3. Are you looking for a way to send (and receive) texts from customers in IPOCC to have two way conversations?

I don't know much about the first two but I can help with the last one. In brief, you need a third party. Avaya used to offer Heywire but they were bought by Salesforce and shut down the IPOCC integration. My company offers it and as far as I know we're the only ones to make it available as a service. You could also build it yourself but that could get complicated depending on what your needs are.
I imagine you could also do #2 if you text enabled the DIDs used by IPOCC but I'd have to look into that more deeply.

I hope this helps.
David