When agents send outbound SMS messages, the number displayed to the recipient depends on which DID (direct inbound dial number) is selected. The SMS Numbers menu lists all numbers enabled for SMS on the connected UC platform and allows administrators to assign a label to each. Only labeled numbers are visible to agents for selection — unlabeled numbers are hidden from the outbound SMS dial interface.

Accessing SMS Numbers

SMS Numbers is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Admin (System) > SMS Numbers
2. SMS Numbers can be viewed and managed from this page

Assigning Labels to SMS Numbers

1. The list displays all SMS-enabled numbers provisioned on the UC platform
2. Enter a label for each number that should be available to agents (e.g., "Sales", "Support")
3. Click Save to save changes

Agent Experience — Selecting an Outbound DID

When initiating a new outbound SMS from CCAC, the currently assigned outbound number is displayed in the dial interface. Agents can select a different labeled number by clicking the dropdown next to the displayed number and choosing from the available labels.

10DLC Compliance and Registration

SMS messaging over 10-digit long codes requires carrier-mandated campaign registration. This includes consent collection (opt-in), call to action (CTA) documentation, opt-out message requirements, Privacy Policy and Terms & Conditions compliance, and campaign attribute configuration. See the linked page for full requirements and common rejection reasons.

10DLC Compliance and Registration

Covers the 10DLC registration requirements for business SMS campaigns — opt-in types, CTA examples, opt-out requirements, SHAFT-C prohibited content, Privacy Policy and Terms & Conditions requirements, and campaign attribute checklist.

Campaign Types

Describes the campaign categories available during 10DLC registration, each corresponding to a specific messaging use case and business type. Selecting the correct campaign type and matching sample messages to the use case is required for successful vetting.