Other SMS Integration

These procedures show you how you integrate SMS service to your contact center system.

Setting Up SMS via SMS 365 Integration

  1. Set up SMS 365 account by adding a callback URL, contact center user name and password.

    You need cctrusername, cctrpassword, and the callback URL (http[s]:// cctrusername:password@smsserverlocalhttpserverip:port/messaging/sap365/sms) from the contact center.

  2. Configure messaging services in System Configurator > System Management > Messaging Services:

    Add a new service or modify an existing one for SMS 365 integration and define the following settings:

    • Type: sap365

    • Service Connection: SAP365 URL

    • In Authentications block, enter your SMS 365 account ID as Authentication ID and your SMS 365 account password as Password.

  3. Set up authentication in System Configurator > User and Role Management > Users:

    1. Create a user.

      For more information, see the Incoming Authentication in Configuring Messaging Services.

    2. Set the user's Logon Name and Password the same as you configured in SAP365 setup: cctrusername and cctrpassword.
    3. Give the user Use rights to the created SMS 365 messaging service.
  4. Create a new queue or update an existing one and add your SMS 365 phone number as +[country code][area code][phonenumber]@sap365.com, for example +358401234567@sap365.com.

Setting Up SMS via Twilio Integration

  1. Set up Twilio account by adding a callback URL, contact center user name and password.

    You need cctrusername, cctrpassword, and the callback URL (http[s]:// cctrusername:password@smsserverlocalhttpserverip:port/messaging/twilio/sms) from the contact center.

  2. Configure messaging services in System Configurator > System Management > Messaging Services:

    Add a new service or modify an existing one for Twilio integration and define the following settings:

    • Type: twilio

    • Service Connection: https:// api.twilio.com/2010-04-01/Accounts/TwilioAccountID/Messages.json

    • In Authentications block, enter Twilio account ID as Authentication ID and Twilio account password as Password.

  3. Set up authentication in System Configurator > User and Role Management > Users:

    1. Create a user.

      For more information, see the Incoming Authentication in Configuring Messaging Services.

    2. Set the user's Logon Name and Password the same as you configured in Twilio setup: cctrusername and cctrpassword.
    3. Give the user Use rights to the created Twilio messaging service.
  4. Create a new queue or update an existing one and add Twilio phone number as phonenumber@twilio.com.