UC SMS/MMS Queues

Enables SMS on a UC Call Queue so a phone number can queue text messages, or routes an SMS-enabled number directly into a CCaaS skill.

A phone number provisioned for SMS can be queued through a UC Call Queue the same way a voice call is, or routed directly into a CCaaS skill for handling in the Contact Center.

Enabling SMS on a Call Queue

The SMS tab is available on a Call Queue's add or edit screen for any queue whose Type is not Call Park — see UC Call Queues. Toggling Enable SMS to Yes on that tab reveals the following fields:

Field	Description
Initiation Keyword	The keyword a texter must send to enter the SMS queue
Initiation Message	The response sent when the conversation begins
Initiation Needed Message	The response sent if the texter starts without using the Initiation Keyword
Termination Keyword	A keyword (such as `DONE`) that lets the texter end the chat
Termination Message	The message sent when the chat ends
No Agents Message	The response sent if no agents are available

Selecting Save applies the change to the queue.

Assigning the Number to the Queue

Select Inventory from the top of the Xima UCaaS Admin Portal, then SMS Numbers
Existing SMS-provisioned numbers are listed on this page

Selecting the Pencil icon on a number opens its edit fields:

Field	Description
Destination	Where a text sent to this number is routed — see below
Number / Extension	The user's extension or Call Queue the number routes to, corresponding to the selected `Destination`

Selecting Save applies the change.

Destination

Destination	Description
Available Number	Leaves the number unassigned and available for future use
User	Sends texts to a specific user's extension
Call Queue	Sends texts into the assigned Call Queue's SMS queue

Once configured, texting the number enters the caller into the assigned Call Queue, User, or Available Number.

Routing SMS Directly into a CCaaS Skill

Rather than queuing through a UC Call Queue, an SMS-enabled number can instead be routed straight into a CCaaS skill using URL to Skill Mappings.

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Point the Number at the Load Balancer
The number's destination should be set to the load balancer's extension rather than a specific queue or user. Routing information comes from the API rather than from the phone number's own configuration, so the load balancer does not need to handle routing itself.

In the CCaaS Desktop application, navigate to Admin (System) > System Settings
Expand Web Chat Agent, then select the Chat Config icon
Select the URL to Skill Mappings icon
Configure a mapping that routes the phone number to a skill, using wildcard pattern matching against the number
Adjust the priority order of mappings as needed, since multiple patterns can potentially match the same number

Agent Experience

The Webchat/SMS channel icon appears solid when the agent is available to receive messages
An incoming SMS presents a Chat Offer screen, which the agent can Accept or Reject
Accepted messages are handled through the Active Media panel
Selecting End Chat followed by Finish completes the interaction

Agents can also start a new outbound SMS from CCAC by selecting +, then New SMS. SMS interactions appear in Cradle to Grave under the Chat Media Type column and can be reviewed via View Chat.

Updated about 3 hours ago