Genesys Cloud

Yes. Genesys Cloud supports Alphanumeric Sender IDs (ASIDs) for supported SMS use cases and destinations.

ASIDs:

• Can contain letters or alphanumeric combinations
• Must be between 3 and 11 characters
• Support outbound SMS only
• Do not support inbound messaging, replies, or MMS
• May require registration depending on the destination country

ASIDs must be provisioned in Genesys Cloud where required. Country-specific registration and availability requirements also apply.

For the latest requirements, see Genesys Cloud - Alphanumeric Sender IDs overview.

The System ID is the Modica SMPP gateway/application name provided during onboarding.

Enter the System ID exactly as supplied by Modica.

For a numeric MSISDN, configure the sender in the format required by Genesys Cloud SMS Number Inventory.

For standard international/E.164 traffic, the recommended SMPP addressing values are:

• Source TON: 1 - International
• Source NPI: 1 - ISDN/E.164
• Destination TON: 1 - International
• Destination NPI: 1 - ISDN/E.164

A 400 Bad Request may occur when the sender or other required messaging configuration does not meet Genesys Cloud’s validation requirements.

Check that:

• The sender is correctly provisioned in Genesys Cloud
• The sender type matches the configured Sender ID
• The sender format is valid for the intended use
• Required SMS Number Inventory configuration is present

If the request is rejected by Genesys before SMPP submission, no corresponding SMPP traffic will be visible on the Modica side.

This is commonly caused by IP allow-listing.

Genesys Cloud may establish SMPP connections from multiple IP addresses. If a required Genesys source IP is not authorised on the Modica SMPP gateway, the connection may fail.

In this scenario:

• No SMPP binds are visible
• No traffic appears in Modica logs
• Genesys may show a connection or authentication error

If this occurs, confirm the source IP address being used by Genesys and check that it is included in the Authorised IPs for your Modica SMPP configuration.

When setting up a new Genesys BYO SMPP integration:

1. Confirm the source IP address or addresses used by your Genesys Cloud environment.
2. Add the required IP addresses to the Authorised IPs for your Modica SMPP configuration.
3. Test the Genesys connection and confirm that it establishes successfully.

If you are troubleshooting a connection issue, check that the IP address currently being used by Genesys is included in the Authorised IPs.

If required, you can temporarily remove the IP restriction to help determine whether allow-listing is causing the connection failure. Reapply the appropriate IP restrictions after testing.

Genesys may return a generic authentication error such as “Bind failed” or Error 13 when it cannot establish an SMPP connection.

Although the error may indicate invalid credentials, the issue may also be related to IP restrictions or the SMPP bind configuration.

Genesys Cloud establishes three SMPP binds by default. Modica configures the SMPP gateway to support the required three simultaneous Transceiver binds during onboarding and provisioning.

Check that the System ID and password configured in Genesys match the connection details provided by Modica.

If the error continues, contact Modica Support with the Genesys error or event ID and the approximate timestamp of the failed connection. Modica can verify the gateway configuration and authorised Genesys source IPs.

Yes. Short code validation is enforced by Genesys Cloud and may vary by region and carrier.

Genesys’ documentation specifies supported short code formats and length requirements. Always confirm:

• The supported short code length in Genesys
• That the short code is provisioned and registered with carriers
• Behaviour across multiple carriers during testing

STOP, START, and opt-in / opt-out keyword handling is managed entirely by Genesys Cloud.

Modica does not control or reset opt-out state for Genesys-originated traffic.
If a message is blocked due to an opt-out, it is blocked within Genesys before being sent over SMPP.

For supported keywords and behaviour, refer to Genesys documentation: Genesys Cloud - SMS opt-in or opt-out keywords.