SMS Feature request

[Ira2024]

Hello,
We have a company with 30 employees who constantly contact about 200 of their drivers in the field. When a new employee is added to the SMS queue they cannot contact those drivers because of the issue that the conversations are still open in the SMS QUEUE. This is a major issue as we cannot close out 200+ conversations with drivers and force them to start over as they need the history to be visible for reference to documentations sent via SMS and or previous conversations.

We need this fixed or a proper workaround to avoid deleting history/ closing conversations and loosing previous SMS messages to have a new employee added. In all previous posts the workaround is not adequate enough to address this issue. There needs to be a way to add an extension to an SMS QUEUE and allow them to access current/previous conversations as the other extensions already have access to that is the point of having an SMS Queue that everyone can access.

 

[Alphabetic]

Can they not have 3CX app and utilise chat instead?

 

[Ira2024]

Good question. I guess they can. I am not sure about having 200+ extensions on the system and how well that would work plus we are not sure if this same issue exists on the chat side as well as we never tested that.

We are talking about truck drivers who barely manage to do send the SMS correctly as it is so teaching them to use an app and attach documents in there is probably a long shot..

 

[NicholasP_3CX]

The system can handle 1000s of extensions. 200 would be a walk in the park on a sunny sunday. It would all depend on the specs of the server though.

https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

The sending of an internal chat message is not too demanding. The drivers would also be able to chat with multiple colleagues at the same time.

Alternatively, you would have to train your colleagues receiving the SMS from a driver to resolve the chat with the driver so someone else can establish an SMS with the driver.

 

[Ira2024]

This will not work for them as most of the drivers again are truck drivers who simply will not use the app and do all the extra work just to send a message and their paper work.

The main issue needs to be resolved in the 3CX system. Since you have the possibility to do SMS Queues with multiple users that new users can be added to that queue as needed. The actual error we have should be resolved.

 

[Ira2024]

The system can handle 1000s of extensions. 200 would be a walk in the park on a sunny sunday. It would all depend on the specs of the server though.

https://www.3cx.com/docs/recommended-hardware-specifications-for-3cx/

The sending of an internal chat message is not too demanding. The drivers would also be able to chat with multiple colleagues at the same time.

Alternatively, you would have to train your colleagues receiving the SMS from a driver to resolve the chat with the driver so someone else can establish an SMS with the driver.

::::::::::
This will not work for them as most of the drivers again are truck drivers who simply will not use the app and do all the extra work just to send a message and their paper work.

The main issue needs to be resolved in the 3CX system. Since you have the possibility to do SMS Queues with multiple users that new users can be added to that queue as needed. The actual error we have should be resolved.

 

[NicholasP_3CX]

Actually, it is the chat that needs to be resolved!

Once the person dealing with the driver has finished, just resolve the chat. The system sees that a session is active already and will prevent someone else from establishing an SMS with the driver.

 

[Ira2024]

Yes that was the previous thread recommendations but then all the previous chat info is lost not to mention we would have to close out over 200+ SMS chats that are there now. This has to be fixed in the system to function properly. Closing all the chats is not an option we have 15 people that are constantly communicating with those drivers.

 

[Ira2024]

Actually, it is the chat that needs to be resolved!

Once the person dealing with the driver has finished, just resolve the chat. The system sees that a session is active already and will prevent someone else from establishing an SMS with the driver.

Just want to add that in the V20 Update 4 now the SMS is broken even further. All users that are part of the SMS Queue used to be able to send a message to the driver and the reply would be routed to the main SMS group. But now when they send the message to a new driver the reply comes back to that same extension. Even though the setting is set for SMS number to go to the main SMS group.

I have tested this with ring group and queue with the same result. Not working as it did previously and on top of that we cannot add new users the the SMS group. Now we have a double problem.

 

[N_G]

You are trying to use the system for something that it is not designed to do. So what you have is a feature request not an issue.

Sms are meant to be resolved, not kept open for each driver . In that case you must use chat.

Maybe you need to consider another system for this customer.