SMS: Number Available on multiple Extensions

  • 0
  • 2
  • Idea
  • Updated 3 years ago
  • (Edited)
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: We have archived this topic as it has either reached a resolution has become inactive, or information contained in this thread is no longer accurate. If you have a related question on this subject, please post a new topic.

I handled a couple of accounts that are looking for a single number to be available to different extensions. I realized that this has been a business need for collaboration with different extensions and follow ups as well.

Currently the Main Number or any number that is not assigned to an extension goes to the Operator Extension only. We do not want that. We need an option to have the SMS Number available to multiple extensions and have ability to send out and receive SMS on the Same Number using Multiple Extensions. Like a Chat History but in SMS. For customers with Field Operations, this is a highly-sought-after feature that i have encountered a couple of times already. 

I think for will switch to RC when this is enabled/ made a possibility.

-Recoter
Photo of Xiao Bei

Xiao Bei

  • 562 Points 500 badge 2x thumb
  • Confident and Excited

Posted 3 years ago

  • 0
  • 2
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 31,796 Points 20k badge 2x thumb
Unless I don't understand you fully, this doesn't seem to make sense. Just like you are the only person who can receive SMS texts on your cell phone, it should be  the same way with your business phones/extension.

Imagine for a moment that a company has 10 sales persons, all with different phone extensions (as it should be). They receive individual calls and voice mails on their extension when a customer is working with them and contacting them. In your scenario, even if only 5 of these sales persons have the same SMS number on their extension as other sales persons do, and the customer rightly assumes they are texting only the sales person they are working with, who answers the text? What if everyone assumes that someone else will answer it and ultimately no one does answer it?

Like I said, I may be totally misunderstanding your needs but I can't see where any company or person would want to receive texts (and/or phone calls) meant for other persons. Additionally, I don't even know how this could be done technologically since an individual number is needed for SMS capabilities. How a sales person have one number for phone calls and another for SMS texts?

Can you explain more about how this would work with multiple extensions?
Photo of Xiao Bei

Xiao Bei

  • 562 Points 500 badge 2x thumb
As a customer myself, when I order online, I like to be notified the progress of my order. Packaging, delivery status, 5hrs before arrival time, etc.
A person like me, just like to be notified that it is on its way. Just like that. Don't call me, or email me, SMS is better. Saves me battery on my cellphone, compared to turning on my data. 

Person like me, moves around a lot. Getting to places and somebody else doing things for me, makes my life easier. I can plan ahead. That is why there is a need for this, because it is not just me that lives like this. Business like Laundry, Delivery, Repairs, Events. I also have need to have a direct number of people I am dealing with most of the time but there are times that I do not need to have a direct number to call. Just get me notified. Thats it.

Like, I ordered a watch via amazon, but I also have a need to jog in pavements. No threadmills for me. Then I bump into my buds, have a chat. I live in an apartment. When No one to pick the delivery for me, you think I want to have them leave it on my front door? Of course not. Again, this is just an example. I dont buy in stores, I have my vegetables and fruits delivered fresh at my door.

I believe a lot of people live like me nowadays. 

Having a Number for Multiple Extensions can be done, and a lot more easier programming wise. 

What if everyone assumes that someone else will answer it and ultimately no one does answer it? That would be an internal conflict. That is like saying a customer calling a number assigned to multiple people but no one answering. 

When you have employees, you want your employees to represent the company. 
I understand that creating this may really sound robotic as it looses that personal touch. I say, I like to invest my emotions and personal time with what really matters to me, my family and friends.

As for the technology, I could already imagine the design, a separate window for the main SMS number, different window for Number for the Extension. An extension can have multiple numbers, multiple Outbound Numbers, a Main SMS Number really just makes the job easier as it already represents a business as a whole. its like - East Meets West: Myths About Collectivism and Individualism
I have the same need as Xiao Bell and am currently looking for a service that provides this as its essential to how we do business. We have several people replying to texts as the same person or from  our customer service department. So when one person texts a customer and then goes off shift, the next person monitoring correspondence cannot see the response when it comes back  because theyre logged in to a different extension and that other person might not be working again until two days- obviously too long to respond to a text then. Do you see why this is needed? We cant use your SMS service as it is now. We need a centralized number that all employees can use for texting. Thank you.
Photo of Jan Ferguson, Channel Partner

Jan Ferguson, Channel Partner, Champion

  • 31,796 Points 20k badge 2x thumb
Chara,

I can see your point but speaking technologically that's not the way SMS (Simple Messaging System) was set up in the first place. That's why only *you* can receive an SMS text message on your cell phone...you cannot set it up to have your whole family, for example, receiving *your* texts. Similarly business SMS seems to primarily be used by executives, sales persons, and the like who are dealing one-on-one with a customer or suppler.

Possibly you could have one extension for each "customer service" desk, which is logged into by each shift (i.e., Customer Service Desk 1, Customer Service Desk 2, etc.). Then when each new shift comes on they would log in to that desk and any previous text would show up along with any responses. The customer service rep could "sign" their text so the customer would know who they are conversing with. Meanwhile management knows who is assigned to which customer service desk and for which shift, even if the rep doesn't "sign" the SMS text.

I personally (not a RIngCentral employee and ONLY my opinion) cannot see where RingCentral or any other service offering business SMS would have the type of functionality you are looking for.

Sometimes thinking out of the box can make things work.
(Edited)

This conversation is no longer open for comments or replies.