Download Message History

Download Message History

The ReachUC Mobility app allows you to download your message history for all numbers or for a specific number connected to your ReachUC user. You may download up to 6 months.

Downloading All Messages

To download all direct chat messages and SMS messages sent and received by all your numbers, follow the instructions below.

  1. Open your ReachUC Mobility app and open the PBX pane.
  2. Go to the PBX Account tab. 
  3. Scroll down to the Downloads section and click on Message History.

  4. For security, it will then prompt you to authenticate with your ReachUC account password.

  5. Once authentication has been completed it will prompt you for an email address where the download link will be sent. It will initially show the email address configured in your PBX account. You may opt to change this to a different email destination.

  6. This will then submit the download request to the ReachUC server for processing and when the request is successful, a message will be shown on screen.

  7. Expect an email that contains the download link to a file containing your message history.

Note: Download the file immediately as the download link will expire in a few days.

Downloading Messages of a Phone Number

If you own several phone numbers that you connected to your ReachUC account but you want to download your sent and received SMS messages for a specific phone number then follow the instructions below.

  1. Open your ReachUC Mobility app and open the PBX pane.
  2. Go to the PBX Account tab. 
  3. Scroll down to the Downloads section and click on SMS Numbers.

  4. Click on the phone number whose messages you want to download. 
  5. Choose Download Message History from the menu that will pop up at the bottom.

  6. For security, it will then prompt you to authenticate with your ReachUC account password.
  7. Once authentication has been completed it will prompt you for an email address where the download link will be sent. It will initially show the email address configured in your PBX account. You may opt to change this to a different email destination
  8. This will then submit the download request to the ReachUC server for processing and when the request is successful, a message will be shown on screen.
  9. Expect an email that contains the download link to a file containing your message history.

Note: Download the file immediately as the download link will expire in a few days.

SMS Copies or Forwarding Options

If you wish to forward your messages or send a copy to other people you can do this through the Send Copies settings found in the SMS Numbers page of your ReachUC mobile app. You have three destination options for sending copies: ReachUC User, Email, or URL. 

Adding a Recipient

You can add a recipient one at a time by clicking on the floating Plus icon and then choosing one of the three destination options.

ReachUC User

Choosing the ReachUC User option will show a list of ReachUC users in your organization to choose from. Clicking on one of the choices will add that extension to the Send Copies list.

Email

Choosing the Email option will open a dialog where you can supply an email for which incoming SMS messages will be sent copies to. Note: An email address in the correct format must be entered or it will not be saved.

URL

Choosing the URL option will open a dialog where you can supply a URL for which incoming SMS messages will be sent copies to.  The entry should be an active URL endpoint starting with http or https. 

Please note the following important points related to forwarding messages to a URL:

  • The URL endpoint should NOT require authentication. 
  • The URL should support the HTTP POST method
  • The following information is sent as JSON payload:
    • source (the sending entity)
    • destination (the receiving entity)
    • message (the message content)
    • urls (references to media files when the incoming message is an MMS)

Removing a Recipient

Clicking on the trash can icon beside a recipient will remove that from the list where your incoming messages will be sent a copy to.

SMS Number Sharing

Mobile ReachUC users are now given the ability to share their SMS number with other ReachUC users. This gives the ability to those that have been shared the number, to reply with the shared number as the source (or SMS Caller ID).  

 This will need your Reply As setting to be set as Smart Source.

How is this beneficial? Well, think of this scenario. Your sales group receives a heavy volume of inquiries in a day.  Each member then waits their turn to use the phone to respond to these inquiries. However, with shared SMS they can simply reply from their mobile phone as though they were using that shared number. While all this is happening, the sales group supervisor is monitoring that all inquiries are getting appropriate and timely replies from the mobile app that also uses the shared SMS number.

 

Settings and Details for SMS Sharing

To go to the SMS Sharing page follow the instructions below:

  1. Go to the PBX Pane of your ReachUC mobile app.
  2. Click on the PBX Account tab.
  3. Click on SMS Numbers to go to the SMS Numbers Page.
  4. Click on Number Sharing to view your SMS Number Sharing settings

 

SMS Number Sharing page

This page contains two (2) sections, Numbers Shared With Me and Number Sharing,  which are discussed below:

Numbers Shared With Me

This section shows a list of phone numbers that have been shared with you by other ReachUC users within your organization. This means that all messages that these numbers receive will be forwarded to you.

When you reply to these messages and your Reply As setting is set to Smart Source, your replies will be delivered using the receiving phone number as the sender.

However, if you reply to these messages and your Reply As setting is set as Primary SMS Number, the reply SMS will be delivered as coming from the phone number set as your SMS Caller ID.

Note: Only the phone number owner can add/remove the SMS share.

Note: Creating new messages will always use your Primary SMS Number as the sender.

Number Sharing

Number Sharing allows you to share your phone number with other ReachUC users within your organization.

Users that you share a number with will receive a copy of any incoming SMS messages and will also have the ability to reply to the message using your phone number. There is no limit to the number of ReachUC users you can share your phone number with. Those users will know that you shared the number with them by logging into their ReachUC mobile app and checking the Number Shared With Me section (where they will see your phone number in the list). They won’t have the ability to remove themselves as a recipient, only you as the owner of the phone number can do that. 

 

How to Share an SMS Number?

  1. Click on the Phone Number you wish to share.
  2. Click on the button that appears saying ADD USER TO <Phone Number>.
  3. Click on the extension of the person within the company you want to share the SMS number to.
  4. Repeat to add more people to share to.

 

How to Remove a Share to a Recipient?

  1. Click on the Phone Number where you want to remove the person from sharing
  2. Click on the Trashcan icon beside the extension of the person you wish to remove
  3. Repeat the previous step to remove more people from the share.

SMS Caller ID

If you have multiple SMS enabled phone numbers associated with your ReachUC account, you can now choose which phone number will be sent as the SMS Caller ID for outgoing messages.  You can view/change your SMS Caller ID from the SMS Numbers page of your ReachUC mobile app. This feature is only supported in the ReachUC mobile apps.  The ReachUC WebRTC (Windows and Mac desktop versions) will use the phone number you choose as your SMS Caller ID but you can not change this from the WebRTC applications.

Note: The Reply As setting found in the SMS Numbers Page will be able to override what number will be used as the SMS Caller ID for your replies.

Note: Creating new messages will always use your Primary SMS Number as the sender.

Viewing Your SMS Phone Numbers

In the SMS Numbers page, the My SMS Numbers section shows all the phone numbers assigned to your ReachUC account.  Here you will see a Primary icon beside the phone number which will be used as your SMS Caller ID when you send messages from any ReachUC application (including replies to SMS messages that are forwarded to an email address).

Note: If you have no phone numbers associated with your ReachUC account this will only show the text ‘No Numbers’.

Changing Your SMS Caller ID

From the list of phone numbers simply click on a phone number without the Primary icon beside it. Then click on Set as Primary in the menu that pop-ups at the bottom to change your SMS Caller ID to the phone number chosen.

Note: When adding an SMS number to your ReachUC PBX account, the default number will remain. However, when the phone number set as Primary is removed the oldest phone number added to your account will become your new SMS Caller ID and be marked as Primary.

 

The steps on an Android or iOS device are similar:

  1. Open the PBX pane.
  2. Go to the PBX Account tab.
  3. Open the SMS Numbers page.
  4. Click on the desired number listed under My SMS Numbers.
  5. Click on Set as Primary in the menu the pop-ups at the bottom.

Android

iOS

SMS Numbers Page

This page has five (5) sections that contain relevant information and settings that are relevant to SMS for ReachUC.  The SMS Numbers page is accessed by following the instructions below:

  1. Go to the PBX Pane of your ReachUC mobile app.
  2. Click on the PBX Account tab.
  3. Click on SMS Numbers to go to the SMS Numbers Page.

Note: If SMS Numbers is not showing in the PBX Account tab please contact your service provider for help.

The 5 Sections in the SMS Numbers Page:

1 – My SMS Numbers

Clicking on My SMS Numbers will show you all the Phone Numbers that are assigned to your PBX User with the SMS Caller ID for your account marked by a Primary icon but, if there is none assigned, it will show the text ‘No Number’. To learn more and to know how to change this setting go to the article SMS Caller ID.

2 – Reply As

This shows the behavior of what phone number is used when you reply to messages in ReachUC. Clicking here will show you the choices available with your current setting having a checkmark icon beside it. Clicking on the choice with no checkmark icon will change your setting to the choice you clicked.  The choices are either Primary SMS Number or Smart Source.

Primary SMS Number is the default setting which if used means that all replies coming from your ReachUC app will use your chosen Primary SMS Number.

Smart Source is the setting that will use the last phone number having a conversation with the recipient, however, if there is none it will use your Primary SMS Number. Note: This settings’ behavior will also apply to your WebRTC applications.

3 – Send Copies

Clicking on Send Copies will open up the settings for forwarding or sending copies of your messages to another ReachUC User, an Email address, or a URL.  To learn more about this go to our article on SMS Copies or Forwarding Options.

 

4 – Number Sharing

Clicking on Number Sharing will open the page to view the phone numbers that have been shared with you, and also your phone numbers which are available to share with other ReachUC Users, and lastly, any shares that you have set.  SMS Number Sharing is the ability for those who you shared your number with to reply to any message you receive as though they were using your phone number. Please read the article on SMS Number Sharing to learn more.

 

5 – Numbers Forwarded To Me

If another ReachUC user added you to their Send Copies To list, the phone number(s) assigned to them will reflect in your Number Forwarded To Me section.

Unlike phone numbers shared with you, you cannot use the forwarded number as SMS sender when you reply to SMS messages. The SMS message recipient will see your own phone number as the sender of the SMS message. If you have no SMS-enabled phone number, you will not be able to send replies to messages that are forwarded to you.

ReachUC Mobility PBX Pane

ReachUC Mobility PBX User Guide

Click on the  icon to go to the ReachUC Mobility PBX pane.

In this pane, you will see two tabs: Presence and PBX Account

Presence Tab

This tab will show all the users in your company’s PBX and their status:

  • Online 
  • Offline 
  • Busy 

Clicking on a contact name will show available actions for that contact. A sample is shown in the image below.

Clicking on the floating button  will reveal the following features for the PBX pane:

  • Search Contacts
  • Update Current Status
  • Sort Contact List
  • Change Contact List
  • Send Fax
  • Move Call Here

 

Search Contacts

Returns all contacts that match your given criteria

Update Current Status

This lets you change the status text which is visible to all your company’s PBX contacts in their own respective ReachUC applications.

Sort Contact List

This lets you choose to display your contacts sorted (all in ascending order) by

  • First Name
  • Last Name
  • Online (Online first then Busy and last Offline contacts)
  • Extension

 

Change Contact List

This displays the options to filter shown contacts. If you scroll upwards you may see options to also show only contacts from certain departments.

Send Fax

You can send a fax to any number by clicking on the Send Fax floating button.

You may then choose a number to use as the sender for the fax by clicking on the drop-down arrow.

 

Move Call Here

This moves a call existing on your desk phone to the ReachUC Mobility app.

 

 

PBX Account Tab

This tab displays your account’s PBX settings.

 

Clicking on the Fax Number line will reveal all the fax numbers associated with your PBX account.

 

Clicking on the SMS Number line will reveal the SMS numbers associated with your account. The phone number marked active is the phone number which appears as the sender of your SMS messages. You can change this by clicking on another phone number on the list.

 

Clicking on the Answering Rule line will reveal all your answering rules with your current answering rule marked as Active.  You can change your active answering rule by clicking on another answering rule shown.

 

Clicking on the Change Password line will open up a screen to let you change your PBX password.

 

Distributing Inbound SMS Messages to Multiple Parties

SMS messages can be copied to multiple recipients.  However, an SMS-enabled phone number can be assigned to a single recipient only and only the assigned recipient is able to reply to the SMS from that phone number.

If an SMS is copied to an email address or ReachUC user, then the recipient can only reply if their email address or ReachUC account is assigned to another (different) SMS-enabled phone number.  In that case, the recipient of the SMS reply would see the sender’s assigned phone number as the source phone number (and not the SMS number that they originally sent a message to).

If you would like to have SMS messages delivered to multiple recipients and have all users be able to reply from the same number,  here are the recommended best practices:

  1.  Have all recipients use a single ReachUC account.  Since it is possible for multiple devices to login to one ReachUC account, all the desired recipients can share a single account to receive and reply to SMS messages.
  2. Create a group email address and assign the SMS-enabled phone number to it.   But note that you can only reply to an emailed text if your FROM email address is assigned (not copied)  to the SMS enabled phone number.  For example, if the SMS was assigned to the email address  “sales@company.com” then all replies must come from the email address “sales@company.com“.

For help on how to add email accounts to your Gmail or Outlook follow the links or videos posted below.

Send an email to a RUC User

 

You can send an email message to any ReachUC user that has SMS enabled by addressing the email to xxxxxxxxxx@msg.reachuc.com where ‘xxxxxxxxxx’ is any SMS-enabled phone number.

ReachUC Google Chrome Complete

The ReachUC Google Chrome Complete extension allows you to harness the features of your cloud PBX from within the Chrome browser.  With ReachUC you can:

-Initiate Click-to-Dial PBX or WebRTC calls or send SMS for any phone number on web pages by clicking on the pop-up above the highlighted number,
-Schedule meetings for MeetingManager from the extension and save them to your Google Calendar account, 
-Create a meeting in Google Calendar and have it automatically added to your MeetingManager,
-Save contact information from Google Contacts to your PBX Contacts list, and
-Call, send SMS, or send a fax to any phone number or extension from an integrated dialpad.

 

To enable this feature go to ReachUC – Extensions

 

Clicking the name of the extension will direct you to Chrome Web Store.

 

When prompted, click Add Extension.

 

After adding extension ensure that ReachUC extension is present.

 

Login to the ReachUC extension using your PBX credentials.

After login, you will see options for Meeting Manager, Click to Dial and Dialpad.

 

 

Clicking the Click to Dial option will allow you to manage your Click to Dial Settings.

“Click To Dial” is the ability to click phone numbers found in websites to initiate a call to a phone number on a page. ReachUC Google Chrome Extension Complete provides the click to dial functionality by showing a popup menu when you mouse over a phone number. When the Call option is clicked, a call will be initiated between the phone number and your ReachUC softphones and other registered PBX devices.

The popup menu also provides advanced features such as Calling via WebRTC and SMS messaging. Note that some advanced features of ReachUC may not be provided by your phone provider. If you wish to have the full set of features, contact your ReachUC phone provider.

The following are various settings that you can tweak to make your ReachUC Chrome Extension suit your everyday needs. Note that any changes to these settings will only take effect for previously opened web pages when you refresh the pages.

Enable Click To Dial Toggle

If this toggle button is disabled, the click to dial feature is altogether disabled. When disabled, It implies that you will use the ReachUC Chrome Extension Complete only for scheduling meetings or manual dialing of numbers via the Dialpad.

When enabled, phone numbers in web pages will show a popup menu when you mouse over them.  Selecting the Call or Call by WebRTC option will initiate a call to the highlighted number or select the Message option to open a dialog box for sending an SMS to the highlighted number.

Condensed Layout Toggle

By default, the click to dial popup is a menu containing full words such as Message, Call by WebRTC and Call.

When in this full layout, clicking the pencil icon will give you the chance to review the number before actually initiating the call.

You can enable Condensed Layout via a toggle button if you want to have a smaller popup that shows only icons representing Message, Call by WebRTC or Call as shown accordingly in the example below.

When in condensed layout, the call will be immediately initiated. You will not have a chance to review and change the phone number to call.

Note that the options available on the popup are governed by the type of services you get from your PBX provider. It is possible that the Call by WebRTC and SMS Message may not be available for you and you may need to contact your provider to have the services activated.

The images below show that only the basic Call option is available for you.

This is how a full layout is shown when only the Call option is available.

This is how a condensed layout is shown when only the Call option is available.

Auto Answer Toggle

By default, click to dial works by calling your ReachUC PBX devices which may be the ReachUC softphone application and your physical VoIP phones. Click to dial will ring all your devices, wait for you to pick up one of the devices, and then call the selected phone number from the web page.

If instead of picking up a ringing device, you may prefer to have one of your physical PBX phones answer the click to dial call automatically. To do this, enable the Auto Answer button.

If you have several physical phones, you will have to select which device will Auto Answer. Then, click the Save button.

If you only have a single registered physical phone, you will not be asked to select a device naturally.

If you do not have any registered physical phone, you will not be able to enable the Auto Answer toggle button.

The following set of settings are related to detecting phone numbers and the number to dial.

Area Code
When a detected phone number is considered a domestic number but lacking an area code, this is the area code to be added. For example, if the detected number is 9992000, the phone number called is (Country Code)+7479992000.

Country Code
When a detected phone number is considered a domestic number but lacking a country code, this is the country code to be added. For example, if the detected number is 9992000 and the area code is 747, the full phone number called is 17479992000.

DialString Length
This is the maximum length of a phone number to be considered as a domestic number. Detected phone numbers longer than this value will be considered an international number.

International Prefix
This is the prefix to add when a detected phone number is considered an international number. For example, if the international number is +33140205050 and the International Prefix is 00, the phone number dialed is 0033140205050.

The following set of settings are about what web address domains where the ReachUC Chrome Extension will take effect or not take effect.

You may limit the click to dial feature to only activate on certain domains or to exclude certain domains.

Include Domains
When the Include Domains radio button is on, Click To Dial will only work on the listed domains in the Include list. For example, add *.reachuc.com if you want to include all web pages within the reachuc.com domain.

Exclude Domains
When the Exclude Domains radio button is on, Click To Dial will only work on web pages that are not part of the domains in the Exclude list. For example, if *.reachuc.com is in the Exclude list click to call will work on web pages outside the reachuc.com domain.

What to do when a phone number is not detected by ReachUC Chrome Extension

If you encounter a phone number on a page that is not recognized by the extension as a phone number you can highlight and copy the number then paste it into the extension’s dialpad. This will remove any extra characters making the phone number available for a call, message, or fax.

 

Selecting the Meeting Manager option will allow you to schedule a web or video conference.

When you create a new Google Calendar event, you will see an option to schedule a Meeting Manager meeting.

 

 

Selecting the Dialpad option will allow you to

  • Make a phone call to any number.  After you enter a number and press “Call”, your phone will ring and you will be connected to the destination number
  • Send an SMS.  If your PBX account is SMS enabled, you can enter a text message and then press the “Send” button.
  • Send fax.  If your PBX account is fax enabled, you select a document from your PC and then press the “Send Fax” button.

Note: The Dial Pad can accept shorter phone numbers. For example, if the phone number matches another extension number within your PBX system, it will initiate a call to that extension.

Integration with Google Contacts

Another useful feature of the extension is the ability to Call, Send SMS, Send Fax to the phone numbers when viewing your contacts in Google Contacts and even the ability to save these contacts to your PBX.  To do this simply open Google Contacts.

Then open up a contact’s details and choose what you would like to do by clicking on the corresponding icons

 

How to Enable Business SMS for a Phone Number

 

If your account has been Business SMS enabled, you will be able to activate this feature and link a phone number number to your extension. 

Begin the subscription process by sending an SMS message to the phone number with the text ‘subscribe’ (without the quotes) in the message body.

  • If you own the phone number, then you will be subscribed, although the provisioning process may take up to an hour..
  • If the phone number is assigned to a different user (like an auto-attendant or another person), then an activation code will be sent to the email address of the other user.  You must send another message to the phone number with the text ‘subscribe [activation code]’

 

 

The SMS subscription process can take up to an hour. If you are still not receiving SMS messages after one hour, do the following:

  1. From any cell phone, send the word ‘ping’ (without the quotes) to your phone number number.  If your phone number was properly subscribed you will receive a response that the message was received.  If you don’t receive a response, please follow the instructions to subscribe.
  2. If you are subscribed but still do not receive SMS messages, try to re-subscribe by sending the word ‘unsubscribe’ (without the quotes) to your phone number.   Afterwards, subscribe again by following the instructions to subscribe