DAY 1

TEXT MESSAGING (SMS)

OVERVIEW
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 OCEANA TEXT MESSAGING (SMS) ARCHITECTURE
Other SMS
3rd party SMS Vendor i.e
G/W i.e Zang snapin
WebText

WebText
snapin
SMS Oceana
Service Chat
snapin Snapin’s

SMSVendor
snapin

Oceana Oceana Agent

Omni- Workspaces
channel
datastore DB

Avaya SMS Test Web Page

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SMS FLOW – GATEWAY ACCOUNTS INITIAL
POLLING

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SMS FLOW – INCOMING CUSTOMER MESSAGE

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SMS FLOW – AGENT ACCEPTS SMS INTERACTION

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SMS FLOW – INTERACTION BETWEEN AGENT &
CUSTOMER

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SMS FLOW – AGENT ENDS THE INTERACTION

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 INTEGRATION POINTS
Other SMS
3rd party SMS Vendor i.e
G/W i.e Zang snapin
WebText
ED
WebText SMS
snapin Flow
SMS Oceana
Service Chat
snapin Snapin’s

SMSVendor
snapin

Oceana Oceana Agent

Omni- Workspaces
channel
datastore DB

Avaya SMS Test Web Page

© 2017 Avaya Inc. All rights reserved. 8

ED FLOW
 OceanaSMSAssistedService
 OceanaSMSTransfer

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