v18 U5 SMS routing

[mybizgeek]

The changes in Update 5 to SMS routing at very disappointing and completely break our 3CX workflow.

We used to have our main DID go directly to an IVR, and SMS would route to a call queue.
Despite the fact that we still can't send SMS from a call queue, at least receiving SMS to a call queue allowed us to use SMS in the way we needed to.

With the new SMS implementation in Update 5 we now have to choose between having calls go to our IVR or having SMS work. I saw it was suggested to use a different number for SMS, but all of our users and clients already know and use our main DID for SMS. It would be completely impractical and confusing to change it.

We tried the workaround to transfer from the call queue to the IVR after 15 seconds but it's completely unprofessional for an incoming caller to have to wait 15 seconds with on-hold music before the IVR picks up. We really need the ability to route SMS differently from incoming calls, like it was in previous versions. It's really disappointing that this functionality was removed.

 

[IJDTech]

I completely concur with this! By routing SMS automatically through DIDs, any number assigned to a ring group, IVR cannot be used or assigned to an extension for use as SMS. I use Ring Groups to route VOIP calls for groups of people, but I still need that DID to be assigned to a specific person for SMS.

I am very frustrated with this update as it broke all SMS with all of my clients as well as deleting all chat history from every extension.

 

[GeorgeP_3CX]

Please be informed that in V18 Update 6, you have the option to route an SMS Enabled DID to a Digital Receptionist and from there to set up the destination of the SMS to be different than the destination of the calls(based on the input of the caller).

The above routing can be performed from Web Client >> Admin section >> Call Handling.
Please find the relevant guide here: https://www.3cx.com/docs/manual/ivr-digital-receptionist/#h.q1v8laia3t51

 

[technigogo]

If I am understanding you correctly, you can still do what you want. Here is the setting you are looking for in the Digital Receptionist.