Multiple SMS numbers

[jcostlow]

Hi Everyone,

I spun up a new PBX running V18 to test the new webclient and using Telnyx for SMS.

We have a customer who would like intake staff to send and receive texts to clients. They would like each person to have their own DID for SMS.

Would setting up multiple messaging profiles in Telnyx and 3CX be the best way to go about this?

 

[jcostlow]

I want to clarify I am asking about profiles so that if we send a text (originate) it would send the number we want per person.

I know for inbound I can set the routes for multiple numbers.

 

[Evolute IT]

The way it works is that you can assign 1 SMS DID per user, which is their default CID for new conversations or threads received directly to that number.

Then, you have the inbound part which can be directed directly to a user or sent to a queue (group) in order to dispatch it like a queue call. The agents can then take (assign) the chat, transfer it, and mark it "dealt with" once the chat is done.

We have it configured this way on our system. Couple global DIDs with queues for support and sales going to 2 queues with 4 agents each, then each of those agents have their own DID for when they need direct contact inbound and outbound.

Hope this helps! Trying it out is the best way to know if it works as you expect it or not

 

[Evolute IT]

One user CANNOT send from multiple DIDs tho, unless it was sent to a queue from which the agent is member of, in that case, that specific conversation would use the global DID and not the user-specific DID.

 

[jcostlow]

I appreciate your explanation. I should've bought a couple more DID's with SMS enabled. It isn't going to break the bank for testing.

After I bought additional DIDs and added them to the system I was able to choose what number I wanted assigned like you said under users.


Texts they started were from the assigned inbound route as I wanted.

Thanks for the headups on sending from multiple. I will keep that in mind but haven't had a customer ask for it yet.

 

[accentlogic]

As we add more SMS enabled number I found the need to see what number the text was sent to. Vote this up if you think it will help!

https://www.3cx.com/community/threa...on-did-for-sms-in-conversation-history.82560/

 

[jcostlow]

That will definitely be useful going forward just haven't had it come up yet. Several of the law firms we maintain are in various markets/states so I see it coming up.

I voted it up.