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Enable SMS for a Call Queue

S
Written by Support
Updated over 2 months ago

Scope:

The following steps will show you how to receive SMS messages via Call Queue.

Requirements:

  • SMS-enabled DID

  • Portal access

Enable SMS on Call Queue

  1. Click on Call Queues.

  2. Click Add Call Queue.

    1. Enter a name

    2. Enter Extension using Reserved Number Space

      1. Example: 9100

    3. Enter Site and Department (If Applicable)

    4. Type: Round-robin (longest idle)

  3. Click on In Queue Options

  4. Set Enable SMS to Yes

  5. By Default, below will be added

  6. Click In Queue Options

  7. Click Add

Adding Agents to Call Queue

  1. Click on Edit Agent button on the newly created Call Queue

  2. Click Add Agent

  3. Enter the Agents that should receive the SMS request
    ​

    1. Add 1 Agent per User. Do not add multiple agents under the same user as this will prevent you from receiving the request.

    2. SNAPMobile Web and Mobile application not supported to accept SMS to Call Queue Request. Doing so will prevent you from receiving any messages in the Queue.

  4. Ensure to set Max SMS session

  5. Click Save Agent

Route SMS Number to Call Queue

  1. Click on Inventory

  2. Click on SMS Numbers

  3. Click on an SMS number

  4. Route SMS Number to Call Queue

  5. Click Save
    ​

Receiving SMS request

  1. When an incoming message has been sent into the queue, call center agents assigned to the queue will receive a Queue Session Invite.

    1. The hunt method for agent assignment is round robin.

    2. This can only be received through the Manager Portal.

  2. Upon accepting, the call center agent will have ownership of the active queue message session for the duration of the conversation. In order to complete the session the call center agent can press End or the originator can type the termination message for that call queue.

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