Update 6 SMS Features: Will we ever get separate sms routing than the default rout in the sip trunk voice routing?

[maguirej]

Greetings. In update 4+ the ability to have sms through an auto attendant was removed due to consolidating sip and sms instead of sms being a separate feature. Unfortunately defining this at the sip level does not allow us to route sms to the appropriate Que while having voice hit the auto attendant. I believe in earlier threads this capability was supposed to return.

When update 6 hit, we were forced to change the sms handling all together. Ultimately, we added another trunk with a spare did to fill the requirement for the trunk, and placed the main number as a DID even though the main number was delivering voice in another trunk. This allowed us to receive and send sms messages over both numbers on mobile. You would select which did to send the sms through. On desktop, we can't send an initial text, but all the sms messages are coming in on that call Que.

Number 3084 is our main number on sip trunk 1
Number 0005 is a spare did on sip trunk 2 with sms enabled
Number 3084 is set as a did on sip trunk 2 to receive sms messages
The carrier has all above did sms profiles set to deliver over webhook/ api in trunk 2

Again, we can currently receive sms over both did's to the appropriate Que, but can only send the initial sms from mobile selecting the correct did to use. The desktop application will not allow us to send an initial sms, but can respond to any.

Will we ever get separate sms routing than the default rout in the sip trunk voice routing?

 

[YiannisH_3CX]

Hi @maguirej

In Update 6 you can route your calls to a Digital receptionist and have your SMS route to a Queue.
You have to use a webclient to configure it however.


Also members of the queue should be able to send outbound SMS messages when using this method.

 

[Axus Technologies]

I am trying to follow this video https://www.3cx.com/blog/vlog/live-chat-review/ but I cannot find the messaging option on V18 Update 6. Any help??? It was in Update 5.

 

[YiannisH_3CX]

I am trying to follow this video https://www.3cx.com/blog/vlog/live-chat-review/ but I cannot find the messaging option on V18 Update 6. Any help??? It was in Update 5.

Live Chat is available through the web client now. You will need an extension with the appropriate rights to access it though.

 

[Axus Technologies]

Hi YiannisH_3CX,

I follow the steps, but it only works for websites using plain http. It does not work with https (http with SSL/TLS). Any idea where the problem is?

 

[Axus Technologies]

By the way, these are the 2 websites:

Production: https://axustechnologies.com
Test: http://floridoenterprises.com/

 

[YiannisH_3CX]

Please create a new thread about this under the dedicated Live Chat section so our team can better assist you

 

[ericbumbarger]

I've been getting around this by forwarding our primary DID for voice to another DID and using our main number for texting. This may vary by SIP provider but only voice is forwarded on our provider so everything ends up working as it did before and our customers notice no difference.

 

[CDC1]

Hi @maguirej

In Update 6 you can route your calls to a Digital receptionist and have your SMS route to a Queue.
You have to use a webclient to configure it however.
View attachment 34011

Also members of the queue should be able to send outbound SMS messages when using this method.

Hi @YiannisH_3CX , we've applied Update 6, but we cannot edit our current Digital Receptionists via the webclient (except for the default "Out of office IVR"). We can edit Ring Groups and Queues, but not our custom Digital Receptionists, through the webclient. There is no "Edit" icon displayed for them, only the "Delete" icon. We're logged in with the extension that is a System Owner, and "Admin" is displayed in the upper left corner, and we can access the Admin areas. We can still edit our Digital Receptionists via the Management Console, but as you've pointed out, that interface does not have access to the Forward SMS feature. If you have any suggestions regarding editing Digital Receptionists in the webclient, we would appreciate it. Thank you!

 

[YiannisH_3CX]

Hi @CDC1

You are probably using a "DTMF Input" or a "Launch Script" Digital receptionist which you still need to manage from the management console.
To split Voice and SMS you need a "Standard" Digital receptionist. The other types of Digital receptionist do not support the "Forward SMS" feature.