Receive SMS Group

[LeeB]

I have recently added SMS to our V16 3CX.
We can send and receive correctly, but I would like to set up that when a new SMS is received that is not a part of a conversation, this will be routed to 3 users. I have created a call queue and added the users. I have it setup with the following
Polling as ring all
Chat ownership as take manually
Added the extensions to the agents
But the new SMS only goes to one user.
Does anyone have advice on how to get a new SMS to be routed to all 3 users so they get a notification?

 

[Evolute IT]

Have you closed the previous conversation with that SMS number? Using the "dealth with"? Otherwise, chats will go the their previous destination.

 

[LeeB]

Yes and we have tested from other numbers that we have never had a conversation with And they still only go to one user.

 

[Evolute IT]

Yes and we have tested from other numbers that we have never had a conversation with And they still only go to one user.

First of, make sure the SMS DID routes correctly to the queue.

Then, check that the agents are logged in to queues, as if they log out, they will be ignored, just like for calls.

Also, try a test call to that same queue and make sure it acts accordingly.

 

[LeeB]

Hi Frederick,
Thanks for your help
Still not working, users are logged in to the queue. I have added a dial-in number, if I call that DID the call goes to both members of the group.
But if we do a new SMS it still only goes to one member of the group.
Any other idea's

 

[NickD_3CX]

Routing incoming Audio Calls to a DID is a completely different thing than routing incoming SMS messages.
You can have incoming calls to DID A go to a Queue, but incoming SMSs go to Ext X.

To change the routing of incoming SMS messages, go to Messaging --> edit your SMS Provider, then in the Route tab, edit the numbers and change the destination.