Introduction

Persona Engage provides a quick and easy solutions to setup SMS Campaigns for your call center solution.

Prerequisites

1. Identify the SMS numbers that are needed in a Engage SMS campaign
2. The phone numbers need to approved and added to 10DLC/Campaign registry
3. Configure Netsapiens (UCaaS)
4. Configure Persona Engage (Ozontel/CCaaS)
5. Configure SMS Campaigns

Step 1: Configure Netsapiens

Once the phone numbers are approved, add the numbers to your Netsapiens platform and add to the account/Domain:

1. Log into the domain
2. Create a user with an Office Manager scope
   • Name the user: CXSMS Collector
   • Extension: 8888
3. Once saved, click on Inventory tab
4. Click on the SMS Numbers tab
5. Click on Add SMS Number
   • Add number in 1Number format (i.e. +14801234567)
   • Set the Treatment to “User”
   • Set User to the user you created above (8888), click “Save”

Step 2: Configure CXHub

Ensure the following Roles are set:

1. Role_SMS_Chat
2. Role_SMS

Step 3: Build the SMS Campaign

Step 4: Create the Appropriate Agent Skills for Each IVR/Campaign Needed

1. Within the navigation pane, select “Admin”, select “Configurations”, and select “Skills.”
2. Select “New Skill.”
   1. Name the Skill - SMS_number (i.e. SMS_14801234567)
   2. Add Agents to the new skill

Step 5: Create the IVR Flow

1. Within the navigation pane, select “Admin”, select “Configurations”, and select “IVR Flows.”
2. Select “New IVR Flow.” 
   1. Name the IVR (i.e. SMS_14801234567)
   2. Choose the Flow Type - “ICR-V2”
   3. Select “Save”
3. Select the “Design” link to edit the IVR Flow
4.  The next step is designing the SMS “Chat Flow.” You can add the action modules needed. For a simple setup:
   1. Add “Connect  to Agent” module
      1. Select the skill associated with this IVR/Campaign being created
      2. Connect the “Start” module to the “Connect” to “Agent Flow.”
      3. Select the “Save” icon and close.

Step 6: Create the SMS Campaign

1. Click on Campaigns
2. Select the Settings tab
   • Enter the campaign name (i.e. SMS_14801234567)
   • Choose the Campaign Type: Chat
   • Choose the Campaign Identifier: +1number (i.e. the SMS phone number in +1number format i.e. +14801234567)
   • Choose the Dynamic Identifier: +number (i.e. the same number above, adds number to the accounts SMS DID List, also allows for multiple SMS numbers to be assigned to Campaign)
3. Select the General Info Tab
   • Select the number of concurrent chats (per agent)
   • Select the dispositions needed
   • Select the wrap-up time needed
   • Select the Disposition Type: Toolbar
   • Select the IVR Flow: Choose the corresponding Chat IVR Flow created above
4. Select the Skills Tab
   • Add the skills part of the IVR Flow
   • Select the “Use for Skill Transfers” - add the skills you would like the agent to be able to transfer to (chat skill)
5. Select Save
6. Once the campaign is save, click on the SMS Campaign again and select “Edit”
   • Toggle on the “SMS” Module
   • Select the SMS icon
   • Enter the SMS DID in +1number~netsapiens format (i.e. +14801234567)
   • Select Save

7. Enable the Campaign