How Do I add an SMS number?
In order to add a new phone number to be used for text messaging, or to enable text messaging on an existing number you will want to email [email protected]. Let them know if you need to add testing to an existing phone number or if you need a new phone number for text messaging. After the support tech sets up your phone number with text messaging, you can move on with setting it up. There are two ways to do texting on a phone number user and call-queue.
How do I set up an SMS DID?
To have your SMS number send messages to a single user start by logging into Callharbor. Click on inventory (1) then click on SMS numbers (2). Find the phone number you want to change and click on the pencil button (3).
This will open up the edit window. Here, you want to select the user from the drop-down menu(1), type the user extension in the user text field (2), and click on the Save button (3).
This sets it up so any text to the phone number is sent to the user you enter in the text field.
How do I set up an SMS call queue?
To have your SMS number send messages to a call queue, start by logging into call harbor. Click on inventory (1) then click on SMS numbers (2). Find the phone number you want to change and click on the pencil button (3).
This will open up the edit window. Here, you want to select Call Queue from the drop-down menu(1), type the call queue extension in the user text field (2), and click on the Save button (3).
To set up the SMS call queue you need to go to call queues (1) find the call queue you want to add texting to and click on the pencil icon (2).
Inside the edit window for the call queue, you want to click on the SMS tab (1), then click on the enable SMS toggle switch to enable SMS (2).
This will open up the SMS settings where you set up the way the SMS queue works. The initiation keyword (A) is what the texter needs to send in order to be entered into your SMS Queue. The Initiation message (B) is the message sent to the texter after they are put in the queue. If the texter doesn't send the initiation keyword (A), then they are sent the Initiation Needed message (C) and not added to the queue. Well in the queue, the texter can send the termination keyword (D). After they send it they are removed from the queue and sent the Termination message (E). If there are no available agents when they try to enter the queue, then the texter will be sent the No Agents Message (F).
Next, you will want to add SMS agents. Click on Call queue (1) then click on the person button (2) for the call queue you want to edit.
This opens up the agent window. You can press on the add agent button (1) to add a new agent or click on the pencil button (2) next to an agent to edit an existing agent. When adding an agent, you will need to type their extension in the agent phone text field (3). Next, you will need to use the Max SMS sessions slider (4) to set how many SMS sessions the agent can have at once. It defaults to zero, so make sure you change it if you want your agent to receive SMS sessions.
How Do agents answer SMS call queues?
When there is a texter in the SMS queue, each agent is shown an SMS invite in their portal. They can click accept to start the SMS session.