SMS from 3CX with Telnyx bugs so far

[Alcom IT]

We are a 10 man business that jumped on the chance of company wide text message facility in 3CX. We signed up with Telnyx and configured everything. The set up guides were great as always so config was a breeze.

However in using the SMS facility there are some bugs. I know it's in Beta so I hope this feedback helps the 3CX devs...

1. It is not currently possible (or at least not intuitive) to compose a new text from the 3CX Windows desktop app. That's a shame as it's very easy to close the Internet tab and forget it's closed.

2. In the webapp Chat the name of the text message change changes to whoever is currently on the phone. It will change right while you are looking at the name as the calls coming in to the PBX change.

3. There is no 'Auto Archive' or 'Auto Dealt with' factility. That's a shame because it relies on Agents marking the SMS as dealt with and if an agent doesn't mark the chat as dealt with, text messages sent a few days later will only go to that Agent even if they are no longer dealing with it or even no longer in the office that day. Auto Dealt With would close the chat after, say, 1 hour so that all Agents are notified if the same person texts again.

4. There is no automatic number parsing so some of our lesser tech capable Agents get confused adding country codes and removing the leading 0. Can you add a 'default country code' function to prepend so that agents don't have to do it every time and can use local numbers.

5. If starting a new SMS chat and adding the country code but leaving the leading 0 in place the message is sent, but replies don't arrive. It would be good for 3CX to automatically Parse the leading 0.

6. An Agent cannot send an SMS text if the recipient is already in chat with a different Agent. I understand why but maybe a 'Take Over' button would be helpful instead of flat refusal.

Other than these minor bugs which is fine for Beta, we absolutely love the company wide text function.

Great job so far 3CX, keep up the great work.

 

[NickD_3CX]

Hi! First of all thank you for the input!

If starting a new SMS chat and adding the country code but leaving the leading 0 in place the message is sent, but replies don't arrive. It would be good for 3CX to automatically Parse the leading 0.

This is a bit of a challenge because although you would assume that all countries strip the leading 0 when putting the country code, that is not the case. The truth is that the number reformatting rules have some many differences from one country to another that this is a bit of a challenge.
We may be up to something about this though, so stay tuned

There is no 'Auto Archive' or 'Auto Dealt with' factility. That's a shame because it relies on Agents marking the SMS as dealt with and if an agent doesn't mark the chat as dealt with, text messages sent a few days later will only go to that Agent even if they are no longer dealing with it or even no longer in the office that day. Auto Dealt With would close the chat after, say, 1 hour so that all Agents are notified if the same person texts again.

We are considering something along these lines.

It is not currently possible (or at least not intuitive) to compose a new text from the 3CX Windows desktop app. That's a shame as it's very easy to close the Internet tab and forget it's closed.

Currently not possible only WebClient and Mobile apps.

An Agent cannot send an SMS text if the recipient is already in chat with a different Agent. I understand why but maybe a 'Take Over' button would be helpful instead of flat refusal.

This will kind of be solved with the point #3. Bear in mind that although "Take" does not exist, unless you are a Queue Manager and the chat has gone to a Queue member, there is always "Transfer", so the other user can always transfer it to you.

2. In the webapp Chat the name of the text message change changes to whoever is currently on the phone. It will change right while you are looking at the name as the calls coming in to the PBX change.

This one I need a little of help understanding. Could you walk me through exactly what happens? Also, do you have CRM integration enabled?

 

[Alcom IT]

Hi Nick,

Thanks for the quick reply and we'll definitely stay tuned for future updates.

Re the name issue, yes we do have CRM integration enabled and here is where we see the name of the person change...



With that view open the number will change to a name if a call comes in. Then the name will change to a different name if another call comes in.

Hope this helps.

 

[NickD_3CX]

This is very strange, the only way I can think right now why this is happening is because this number appears as a contact in the PBX Phonebook, and that could happen if the CRM integration somehow matches this number to that of a contact.

Could you check one of the names that this changes to, if it is found in the Company Phonebook right after the call?
If yes, if you edit it, is this phone number somewhere in a field?