Message Routing Page

Message Routing Page

Under the PBX Account tab of your ReachUC Mobility app, you will find the Message Routing link.  Clicking this will open the page where you will find the settings for how messages are routed when your ReachUC account sends or receives them plus information on who has set your account to receive copies of messages that they receive.

Send Inbound Copies

Clicking on Send Inbound Copies will open up the settings for forwarding or sending copies of your incoming 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.

 

Send Outbound Copies

This is similar in functionality and settings to Send Inbound Copies but will apply the settings to any messages you send.
Clicking on Send Outbound Copies will open up the settings for sending copies of your outgoing messages to another ReachUC User, an Email address, or a URL.

 

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. Clicking on this will open or hide this information.

Unlike phone numbers shared with you using the SMS Number Sharing Feature, you cannot use the forwarded number as an 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.

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.

Show SMS Target Feature

The Show SMS Target feature of the ReachUC Mobility app provides the user the ability to identify which of their numbers is being used by a message sender.  This becomes very useful when there are several numbers pointed to your ReachUC user account and more so with the addition of the SMS Number Sharing feature.

The Show SMS Target setting for ReachUC has three supported values, which are “never”, “always”, and “alternate”.

The behavior of the values are as follows:

Never – The sender’s number will not be shown.

Always – This will place the destination number used by the sender as a prefix before the message with the format [XXXXXXXXXXX].

Alternate – Works just like the Always setting except if the number used is other than the number set as your user’s active number (SMS Caller ID) then it will not place the prefix before the message.

The Show SMS Target value can be changed by going to the PBX Pane of the app and then clicking on Show SMS Target under the PBX Account tab.

This will then show the options to choose from with the current value marked by a checkmark on the right.

Clicking on an option will set that as your new Show SMS Target setting.

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 three (3) sections that contain 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.
    Android

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

The 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 – 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.

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 contains information, settings, and tools regarding your ReachUC Mobility account. The tab is divided into four sections:

  1. PBX Information
  2. PBX Settings
  3. Diagnostics
  4. Downloads

PBX Information

Here you will find data concerning the account:


  • Name

  • Extension

  • Domain

  • ReachUC Plan

  • Caller ID

 

PBX Settings

This section is where you can see and change settings regarding your account.

 

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

 

Clicking on the SMS Numbers will open a dialog that contains the settings for your SMS Phone Number. More info on this section can be found in the SMS Numbers Page article.
Note: If this is not visible on your ReachUC Mobility app please contact your service provider for details.

 

Clicking on the Message Routing link will open a dialog that contains the settings for how incoming and outgoing messages are routed plus info on who has selected your number to receive copies of messages that they receive. To know more go to Message Routing Page.

 

Clicking on the Show SMS Target link will open the dialog for you to change your Show SMS Target setting. Information regarding this feature can be found in the Show SMS Target Feature article.

 

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.

 

Diagnostics

This section contains the link to the Last Call Quality feature, which can help you send a report together diagnostic data concerning your latest call through the ReachUC Mobility app. To know how this feature works go to the Last Call Quality Feature article.

 

Downloads

This section contains the link to the feature which 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. To know how to use this feature go to the Download Message History article.

 

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.

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