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The SMS feature should be an SMS Mapping Layer at the top of the organization. For example; when an extension sends an SMS it should go to the SMS Mapping Layer which will create a mapping between the extension and the recipient's number. The length of time for this mapping can be adjusted in the settings. When ever the recipient replies the SMS Mapping Layer will see that the number is mapped and route the message to the mapped extension.
Should a text message be received before it is mapped the message should be routed to an Operator. Or, the system should automatically reply with message such as; "You've previously had an SMS conversation with John Doe at extension 901. Would you like to continue with this person? Reply with a "1". Otherwise reply with a "0"". Once routed to an Operator the Operator should ask the sender to specify who they wish to contact. Once the sender specifies who then the Operator would create the mapping and SMS Mapping Layer would route the text message.
Text messages should also be able to be routed to Call Queues where they are treated like calls to the Queue. Once an Agent accepts the SMS it is removed from the Queue.
This feature/functionality will allow all extensions the ability to SMS without the need have a Line assigned. It's a better image for the business to have only one PUBLIC number that the customers/clients have to remember.
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