This document describes how to exchange SMS messages using CLASSOUND service. Created: August 2020 Updated: May 2024 Permalink: https://wildix.atlassian.net/wiki/x/2Q-OAQ |
The feature allows exchanging SMS messages with external users via CLASSOUND service. PBX users can initiate communication directly from Collaboration / x-bees and also use their mobile apps for further SMS exchange. For this purpose, you need to have activated CLASSOUND DID on your PBX and assign it as Office number for those PBX users / SMS number for Call Group in case of x-bees who need exchanging SMS messages with their customers. External users can send messages to a company number published on a website. x-bees users can also send MMS messages (available for US / Canadian DIDs only).
Note: By default, Wildix provides a package of 200 SMS per each user per month. Once the package is used, a fee will be charged for each sent SMS. The same fee as for calls is applied (CallTerminationArea_1). You can check the fee on WMP -> Price list -> CLASSOUND. |
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Currently, two-way SMS functionality is available for the following countries: US/ Canada, UK, Belgium, Denmark, Czech Republic, Italy, Lithuania, Poland, Singapore, Sweden.
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Activated CLASSOUND
Important: SMS can be sent only to E.164 international format numbers |
Requirements
Starting from WMS version 5.03.20210826.1, the feature is activated by default for PBXs with the USA Country Code. Prior to WMS version 5.03.20210826.1, you need to activate it by adding the following line to the config file /rw2/etc/env.custom.ini:
SERVICE_SMS_ENABLED="yes" |
Usage
Two-way SMS via CLASSOUND is possible for US/ Canadian DIDs for sending and receiving SMS within the USA or Canada respectively:
Enter/ select a phone number in Collaboration Search field -> click 2 Way SMS: [number].
A group chat is automatically created, which includes the PBX user who is sending the SMS and the receiver. You can manage it as an ordinary group chat: change the title, add/ remove participants (you can find details in Collaboration User Guide).
Note: It is not possible to attach files in two-way SMS chats in Collaboration. |
When an external user sends an SMS message to the company DID number (activated via CLASSOUND service), a group chat is automatically created, too. It includes PBX users who matched according to the Dialplan procedure or those who match licenses and Office number requirements; the conference title coincides a DID number from which messages are sent:
Dialplan configuration (optional)
Go to WMS -> Dialplan -> Dialplan rules and create a procedure "kite-sms".
Add Call group Dialplan application
Note: All the Call group members should be static and assigned a UC-Business license (or higher) and have CLASSOUND DID as Office number. |
You can create a separate Dialplan procedure for managing SMS exchange, but messages can be delivered even without it, because initially the system finds the full match for the CLASSOUND DID (including +) and static Call group members with at least UC-Business license. If at least one user is found, a group chat is automatically created. Otherwise, the system searches users in the LDAP who have the CLASSOUND DID specified as their Office number. |
Limitations:
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How to block incoming SMS
To block incoming SMS (e.g. in case of spam), send a message STOP as an answer to the undesired number to block any incoming messages from that number.
Requirements
Note: For the 2-way SMS functionality, the main requirement to country code is that it should belong to a country that supports 2-way SMS (even if your 2-way SMS DID is of a different country). |
For UK:
Available for new mobile number +447: United Kingdom (2-way SMS) CLASSOUND DIDs
For other countries (Belgium, Denmark, Czech Republic, Italy, Lithuania, Poland, Singapore, Sweden):
Usage
Enter/ select a phone number in Collaboration Search field -> click 2 Way SMS: [number].
A group chat is automatically created, which includes the PBX user who is sending the SMS and the receiver. You can manage it as an ordinary group chat: change the title, add/ remove participants (you can find details in Collaboration User Guide).
Note: It is not possible to attach files in two-way SMS chats in Collaboration. |
When an external user sends an SMS message to the company DID number (activated via CLASSOUND service), a group chat is automatically created, too. It includes PBX users who matched according to the Dialplan procedure or those who match licenses and Office number requirements; the conference title coincides a DID number from which messages are sent:
Dialplan configuration (optional)
Go to WMS -> Dialplan -> Dialplan rules and create a procedure "kite-sms".
Add Call group Dialplan application
Note: All the Call group members should be static and assigned a UC-Business license (or higher) and have CLASSOUND DID as Office number. |
You can create a separate Dialplan procedure for managing SMS exchange, but messages can be delivered even without it, because initially the system finds the full match for the CLASSOUND DID (including +) and static Call group members with at least UC-Business license. If at least one user is found, a group chat is automatically created. Otherwise, the system searches users in the LDAP who have the CLASSOUND DID specified as their Office number. |
Limitations:
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How to block incoming SMS
To block incoming SMS (e.g. in case of spam), open a Customer Ticket with the request to block the specific DIDs.
Activated CLASSOUND
Important: SMS can be sent only to E.164 international format numbers |
Notes regarding sender same:
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Requirements
The outgoing SMS can be sent internationally. Incoming SMS are not available in this case.
Wildix PBX supports multiple ways of sending SMS and accessing SMS functionality in Collaboration. See some options of sending SMS below:
a) Enter/ select a phone number in the Search field -> click SMS: [number]. It can be a contact from your Phonebooks or just an external number.
b) Click the Add button -> Send SMS -> fill out Mobile number (you can enter multiple numbers) and Message fields, use Postpone delivery if needed -> click Send.
The following logic of sending SMS applies:
With CLASSOUND, a package of 200 SMS per each user is provided by default. Once the package is used, a fee is charged for each SMS sent. The same fee as for calls is applied (CallTerminationArea_1). You can check the fee on WMP -> Price list -> CLASSOUND.
Note: For the Sender ID the system automatically takes user’s full name from WMS -> Users -> Full Name column. The maximum length of a Sender ID is 11 characters including spaces. If the name is longer, extra characters are cut off. |
Current limitation: Sending links in SMS may be restricted. |
It is also possible to send mass outgoing SMS via API. Check the relevant section of this guide for detailed instructions: Mass SMS sending via API.
Requirements
Important: SMS can be sent only to E.164 international format numbers |
Sending SMS is possible both within the country and internationally, e.g. from German DID to French number, etc.
Wildix PBX supports multiple ways of sending SMS and accessing SMS functionality in Collaboration. See some options of sending SMS below:
a) Enter/ select a phone number in the Search field -> click SMS: [number]. It can be a contact from your Phonebook or just an external number. Check Collaboration User Guide for more details.
b) Click the Add button -> Send SMS -> fill out Mobile number (you can enter multiple numbers) and Message fields, use Postpone delivery if needed -> click Send.
In either of the two options above, the following logic of sending SMS applies:
With CLASSOUND, a package of 200 SMS per each user per month is provided by default. Once the package is used, a fee is charged for each SMS sent. The same fee as for calls is applied (CallTerminationArea_1). You can check the fee on WMP -> Price list -> CLASSOUND.
Note: For the Sender ID the system automatically takes user’s full name from WMS -> Users -> Full Name column. The maximum length of a Sender ID is 11 characters including spaces. If the name is longer, extra characters are cut off. |
Current limitation: Sending links in SMS may be restricted. |
Currently, two-way SMS functionality is available for UK, Italy, US/ Canada, Belgium, Denmark, Czech Republic, Lithuania, Poland, Singapore, Sweden DIDs.
Note:
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Requirements
Activated CLASSOUND
CLASSOUND DID configured as SMS number for at least one Service (Call group) in WMS (Dialplan -> Call Groups -> edit Call Group -> SMS number). Otherwise, the option “Create SMS conversation“ is not available.
Important: SMS can be sent only to E.164 international format numbers |
Usage
Enter the recipient's phone number (1) and choose Service (2):
Limitations:
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Click Create conversation:
Note: If agent tries to create a new SMS conversation but SMS conversation with the same Service for the current SMS number already exists, the agent is added to the existing conversation. |
In the created conversation, type your message and click Send:
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The delivered SMS message is marked with a blue checkmark (1) and the tag SMS (2) is added to the conversation after sending at least one message:
When an external user replies, the SMS message appears in the conversation.
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Currently, two-way MMS functionality is available for US and Canadian DIDs.
Important: MMS can be sent only to E.164 international format numbers |
Requirements
Activated CLASSOUND
CLASSOUND DID configured as SMS number for at least one Service (Call group) in WMS (Dialplan -> Call Groups -> edit Call Group -> SMS number). Otherwise, the option “Create SMS conversation“ is not available
Usage
Limitations:
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Click Create conversation:
Note: If agent tries to create a new SMS conversation but the conversation with the same Service for the current number already exists, the agent is added to the existing conversation. |
The MMS message gets sent:
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There are several ways to send bulk SMS via CLASSOUND: sending bulk SMS via Collaboration, Mail2SMS service and via API. See instructions for each type below.
Notes:
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Note for US customers:
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1. From Collaboration top menu, click on the Add button
2. Choose Send SMS from the list
3. Fill in the necessary information:
Mobile number: enter the numbers you want to sent SMS to, separated by commas
Message: enter the message
Postpone delivery: tick the box and select the date to schedule SMS sending
4. Click the Paper plane icon to send SMS:
To be able to send bulk SMS via Mail2SMS service, SMS server profile should be configured in WMS -> Settings -> System -> Fax/SMS server.
See documentation: WMS Settings Menu - Admin Guide: FAX/SMS server.
Then, to send bulk SMS using Mail2SMS service, you need to send an email in plain text format to the PBX email address containing the text as provided in the example below:
Mass SMS sending via API is available for all DIDs (US/Canadian and other countries).
Note: To access APIs Online Documentation, use the following URL: https://<pbx-host>/api/v1/doc/#operation/addOriginateSms (available only for admin user/ users with admin rights!) |
Make an HTTP POST/GET request with basic authorization (username/ password of the user who is the SMS sender) to http(s)://<PBX_IP_Address>/api/v1/originate/sms.
The POST/GET required parameters are:
The POST/GET optional parameter is:
The response of the service is
Success: {"type":"result","result":"Success"}
Warning: {"type":"warning","reason":"Unable to add a SMS to the queue","result":["111"]}
Error: {"type":"error","reason":"Number should not be empty","result":null}
The "reason" part is the description of the warning/error
To send SMS from Dialplan, apply the following configuration:
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You can view detailed statistics of outgoing and incoming SMS on Wildix Management Portal (WMP) accessible at https://my.wildix.com/. Once logged in to WMP, proceed to the CLASSOUND tab, where you can find Stats of SMS and List of SMS reports.
See the following documentation for more details: WMP Dashboards - CLASSOUND Dashboard.
Need to send Bulk SMS and receive customer’s reply in Collaboration? CLASSOUND supports such an option! Those who have the possibility to send 2-way SMS (in US/Canada), can use it along with Bulk SMS sending:
For instructions on toll-free numbers verification and their usage for SMS sending in US, refer to the guide How to use toll-free numbers for sending SMS.