SMS routing IVR - allow different destination

[N_G]

Since there have been a lot of complaints, but it also makes sense to route main number to call queue, we have decided that we will make an option in an IVR to route SMS messages to a call queue or ring group

That way we can leave SMS Sip trunk configuration as it is, but allow for main number routing of SMS to another destination.

We are going to work on the new IVR UI (will be in web client only) to configure this.

More information to follow soon in the coming days.

 

[BlueWaterNets]

Since there have been a lot of complaints, but it also makes sense to route main number to call queue, we have decided that we will make an option in an IVR to route SMS messages to a call queue or ring group

That way we can leave SMS Sip trunk configuration as it is, but allow for main number routing of SMS to another destination.

We are going to work on the new IVR UI (will be in web client only) to configure this.

More information to follow soon in the coming days.

Fantastic news! This *THIS* is what makes 3CX stand out from the rest!!!
Thank you Nick!!

 

[N_G]

Thank you for your nice words @BlueWaterNets ... A lot of people wanted it I have to admit

 

[Tony Cave]

Hi Nick,

Great to hear you're fixing this issue, in the interim if anyone needs a temporary workaround, they can try the below, we have it working now and it's helped get us over the initial issues whilst 3CX fixes the problem..

1. Send the DiD to a new 'dummy' queue with all the members you need to have access to the SMS,
2. Set the ‘Destination if no Answer’ to route to the IVR it should normally route to. (The queue is Prioritised hunt in my scenario)
3. Now Log all users out of the 'Dummy' Queue you just created.
4. Test DiD and SMS.

Essentially the dummy queue passes the voice call immediately to your IVR and the SMS routes to the queue

Hope this helps a few of you, ...

Tony Cave

Servcomm

 

[HectorMTL]

Tony, any suggestion under your workarround to handle business hours?

In my specific case, I don't want to lose texts messages out of business hours, I just want to play IVR with message about our offices closed.

My workarround was create one single SIP Trunk with Twilio, only dedicated to Texts Messages. At level of the Sip Trunk Options, I disallowed inbound calls. My customers are listening NOW beep beep and hangup. I can't route at Twilio only calls becuase phone numbers are part of the Sip Trunk,if not you will be able to do it by TwinML.

All my texts messages coming from my business apps throught Twilio, always mention my main phone number if they want to call me but if they reply the text, they get in touch with me throught my 3cx Queue depending the service routed.

Once 3cx will offer the new way of routing, I will keep my multichannel operation like it was until now. Doesn't matter where customers calls or text, always the proper team will take care.

@Nick Galea I will appreciate a lot share with us estimate time to delivery the new Update with the mentioned feature and please to remove my original user from the banned list as SPAM for my complain about the major changes. (Member @hrojasr )

Thank you

 

[Tony Cave]

If you use the option I posted above but create two Dummy Queues one for Day and one for night routing that should work without issue, it's what we have set up on our main DiD for our own business...

 

[jestruch]

@Nick Galea This is great! Thanks Nick.

 

[N_G]

This is the screen where you will be able to configure an alternate route for an SMS that arrive to an arrive, see option at the bottom right corner

 

[Evolute IT]

This is the screen where you will be able to configure an alternate route for an SMS that arrive to an arrive, see option at the bottom right corner

View attachment 32180

Will this UI be only for StartUP or will dedicated will get those as well in the Admin section? (When the rights are enabled.)

We can only manage chat and users right now.

 

[suthern101]

@Nick Galea, would you mind taking a look at unbanning my other account (registered to [email protected])? It was also SPAM BANNED for suggesting that perhaps the SMS routing options could be added as an override in the DID routing page.

I think this latest idea of implementing it as an option in the IVR will work well for most users, and look forward to it!

 

[houstontechsys.net]

When should we expect this to be released to Dedicated versions

 

[TeKNacion]

IMO, the simplest solution is to route SMS/MMS within "Inbound Rules". Just create another blue button and call it something like; "+ Add SMS/MMS Rule". Configure it just like a DID rule.

 

[N_G]

@ConceptsWeb - in update 6 you will be able to manage it from the webclient, whether you have startup or not

 

[Evolute IT]

@ConceptsWeb - in update 6 you will be able to manage it from the webclient, whether you have startup or not

Here's a suggestion: with StartUP coming in, and the Webclient having more and more. Why not move everything to the Webclient and have the admin login there? This way, all the settings could eventually be available and in one place, and it allows for even better rights management.

 

[fairview]

Hi Nick,

Great to hear you're fixing this issue, in the interim if anyone needs a temporary workaround, they can try the below, we have it working now and it's helped get us over the initial issues whilst 3CX fixes the problem..

1. Send the DiD to a new 'dummy' queue with all the members you need to have access to the SMS,
2. Set the ‘Destination if no Answer’ to route to the IVR it should normally route to. (The queue is Prioritised hunt in my scenario)
3. Now Log all users out of the 'Dummy' Queue you just created.
4. Test DiD and SMS.

Essentially the dummy queue passes the voice call immediately to your IVR and the SMS routes to the queue

Hope this helps a few of you, ...

Tony Cave

Servcomm

Tony,

Can I reach out to you with a couple of questions on this work around? I'm in need of this solution but can't seem to get it to perform as described.

Thank you!

 

[houstontechsys.net]

@ConceptsWeb - in update 6 you will be able to manage it from the webclient, whether you have startup or not

Thanks Nick