SMS-to-Call Process
The SMS-to-Call system begins when the IVR Server initiates a call and the user receives or interacts with the relevant communication. The system can also provide product information to the user through SMS. The Om Enterprises SMS Server handles the SMS communication, including the SC/LC message, and stores or processes the user’s mobile number (MSISDN).
MSISDN Transfer and IVR Processing
Once the mobile number is received, the MSISDN is passed from the SMS Server to the Om Enterprises IVR Server. The IVR system uses this information to identify the user and initiate the required call interaction. The IVR Server then coordinates with the client server and contact center, allowing the call to reach the appropriate support or sales team.
Call Connection and User Interaction
Finally, Om Enterprises connects or “cobbles” the call between the user and the client/contact center. This creates a seamless transition from the initial SMS-based interaction to a voice conversation. The overall process enables businesses to use SMS for initial communication and IVR-based calling for direct customer interaction, making it easier for users to check product details and subsequently connect with an agent.