Solved SMS to multiple extensions

[acontreras]

INFO

3CX (Cloud hosted)
Version Number16.0.1078
VoIP and SMS Provider Telnyx
3CX app for iPhone v 16.16.106



Hi,

I'm trying to find the best possible solution for the following scenario

One Main DID for receiving inbound calls and SMS

3 extensions (all using 3CX iphone app)

I can do a ring group but SMS wont send text to ring groups

I can do call queues and 3CX allows me to setup queues EXT and send the text but always to the same extension, regardless of how's active

EXT 1001
EXT 1002
EXT 1003

All active in the queue but text are only send to the same ext.


there's any viable option to get this done?

if not I may look into something like numa.com

Thanks

 

[Evolute IT]

INFO

3CX (Cloud hosted)
Version Number16.0.1078
VoIP and SMS Provider Telnyx
3CX app for iPhone v 16.16.106



Hi,

I'm trying to find the best possible solution for the following scenario

One Main DID for receiving inbound calls and SMS

3 extensions (all using 3CX iphone app)

I can do a ring group but SMS wont send text to ring groups

I can do call queues and 3CX allows me to setup queues EXT and send the text but always to the same extension, regardless of how's active

EXT 1001
EXT 1002
EXT 1003

All active in the queue but text are only send to the same ext.


there's any viable option to get this done?

if not I may look into something like numa.com

Thanks

Hmmm, call queues should work perfectly for your needs there. We use it like that.

SMS to queues also follow Available/DND. Messages still get in, and go to each extensions, but only the Available one will get a notification on mobile.

 

[acontreras]

OK,
Queue is working, notify to all active members the chat stays whit the extension that answers first.

Now I have another question.

If the extension sign out of the queue or the app is turned off the following texts are not shown on he rest of the available extensions like in the voice calls.

Is this normal?

Thanks

 

[Evolute IT]

OK,
Queue is working, notify to all active members the chat stays whit the extension that answers first.

Now I have another question.

If the extension sign out of the queue or the app is turned off the following texts are not shown on he rest of the available extensions like in the voice calls.

Is this normal?

Thanks

If one user is logged out of queues (or in DND, if DND logs out of queues), that user will get the message in his Chat tab, but no notifications.

The other users will still get the notifications and chats.

 

[YiannisH_3CX]

Hello @acontreras

If you navigate under your queue settings --> Advanced you will find the option "Chat ownership assignment for messaging".
if the option is set to Take Manually then the agent has to manually press the "Take" button to take ownership of the conversation. At that point messages will only be visible to that agent. But if the agent replies and does take ownership then the conversation will be visible to all Queue members and all of them can reply to the conversation.
So you can use the option like that and instruct the agents to not take ownership of the conversation so that other agents can continue the conversation if one is absent or unavailable.



The auto-assign does just that, it auto-assigns the conversation to the first agent that replies.

 

[acontreras]

Hello @acontreras

If you navigate under your queue settings --> Advanced you will find the option "Chat ownership assignment for messaging".
if the option is set to Take Manually then the agent has to manually press the "Take" button to take ownership of the conversation. At that point messages will only be visible to that agent. But if the agent replies and does take ownership then the conversation will be visible to all Queue members and all of them can reply to the conversation.
So you can use the option like that and instruct the agents to not take ownership of the conversation so that other agents can continue the conversation if one is absent or unavailable.

View attachment 20570

The auto-assign does just that, it auto-assigns the conversation to the first agent that replies.

this was very useful!

Thanks to both!

 

[YiannisH_3CX]

Glad we could assist.