Problem: With the release of V18 Update 6 and the subsequent need to completely reconfigure SMS, users who have DIDs assigned to their extensions AND who are members of Call Queues are now seeing a list of ALL of the DIDs assigned to the Call Queues they are members of, in addition to their own DID, every time they compose a new SMS via the mobile app. Some of our clients have Call Queues with MANY DIDs assigned to them behind the scenes. Until this latest update, users have not ever known about those DIDs (and should not know about them, especially for SMS purposes), as they are often times only used for inbound call tracking for marketing campaign effectiveness.
Example: Consider a new small business with a single user in the "Sales" department, with a single DID assigned to their extension so that they may be reached directly/privately by outside callers if/when needed, via either voice or SMS. This small business is growing, so it hires two more "Sales" people and establishes a general incoming “Sales” Call Queue. It purchases local DIDs in every potential sales area in their State (potentially 50-100 DIDs), associates those DIDs to the “Sales” Call Queue via Inbound Rules, and then advertises those DIDs in marketing materials throughout each of those local sales areas for customers to call to get service/products.
The users don't ever need to know these DIDs exist, as they're just used for tracking marketing campaign effectiveness . Their job is simply to answer the phone when it rings and generate sales. Any outbound calls that users make show up as coming from the company's main published phone number, so that's the only phone number they ever communicate from.
In this example, every time each of the three "Sales" users wants to send a SMS message to a new client, they will be presented with a massive list of numbers assigned to the “Sales” Call Queue, which they then have to sort/scroll through (possibly 50-100 or more) just to find their own DID in that list.
This was not a problem in previous versions, as the only number that was available for selection during outgoing SMS messages was the users' DID; however, this will become *extremely* confusing and cumbersome for the end users and will create an obvious opportunity for the user to mistakenly choose the wrong DID when sending out a SMS, resulting in failed communication threads..
Question / Possible Solution: Is there a way to filter/disable those additional Call Queue/Ring Group DIDs from showing up in the list that users see so that SMS functions the way it used to for them? If not, what is/was 3CX's consideration for situations such as this as they were developing the SMS feature in this latest update?
Example: Consider a new small business with a single user in the "Sales" department, with a single DID assigned to their extension so that they may be reached directly/privately by outside callers if/when needed, via either voice or SMS. This small business is growing, so it hires two more "Sales" people and establishes a general incoming “Sales” Call Queue. It purchases local DIDs in every potential sales area in their State (potentially 50-100 DIDs), associates those DIDs to the “Sales” Call Queue via Inbound Rules, and then advertises those DIDs in marketing materials throughout each of those local sales areas for customers to call to get service/products.
The users don't ever need to know these DIDs exist, as they're just used for tracking marketing campaign effectiveness . Their job is simply to answer the phone when it rings and generate sales. Any outbound calls that users make show up as coming from the company's main published phone number, so that's the only phone number they ever communicate from.
In this example, every time each of the three "Sales" users wants to send a SMS message to a new client, they will be presented with a massive list of numbers assigned to the “Sales” Call Queue, which they then have to sort/scroll through (possibly 50-100 or more) just to find their own DID in that list.
This was not a problem in previous versions, as the only number that was available for selection during outgoing SMS messages was the users' DID; however, this will become *extremely* confusing and cumbersome for the end users and will create an obvious opportunity for the user to mistakenly choose the wrong DID when sending out a SMS, resulting in failed communication threads..
Question / Possible Solution: Is there a way to filter/disable those additional Call Queue/Ring Group DIDs from showing up in the list that users see so that SMS functions the way it used to for them? If not, what is/was 3CX's consideration for situations such as this as they were developing the SMS feature in this latest update?
