FAQs: ACD messages

Is there a size limit for transferring files with ACD Messaging?

Yes, when transferring files to other messaging platforms, PureCloud restricts inbound and outbound file [More]

What are SMS pricing rate classes?

Rate classes are the way that PureCloud categorizes SMS pricing. More specifically, [More]

Does placing a call on behalf of a queue affect standard ACD routing?

The manually-dialed outbound call on behalf of queue  queue counts as resetting [More]

What does Not responding mean?

When an agent declines or does not answer an interaction within a [More]

What do the timers in an interaction mean?

The first timer shows how long the interaction has been active. Depending [More]

Why do sender IDs change in international SMS messages?

When crossing an international border, the SMS message’s sender ID may change.  [More]

Is there a character limit for SMS messages?

Yes. Most SMS messages have a limit of 160 characters. If an [More]

How does PureCloud handle SMS messages with unicode characters?

Some languages, like Arabic and Japanese, use unicode characters. PureCloud can send [More]

Does PureCloud support group SMS?

Not at this time. If an end user sends a group SMS, [More]

Does PureCloud support MMS?

Not at this time. Agents cannot send media in messages. If an [More]