Information

You will notice that this process requires a certain level of access to the TotalCX Hosted Phone System. Not all domains or users may be eligible for this level of access. If you need help adding phone numbers for SMS routing to your domain, please reach out to the TotalCX Support team.

SMS/MMS services are available to send/receive text messages within the portal and the mobile app with off-net phone numbers. TotalCX supports SMS/MMS routing but requires all numbers to be added to a campaign registry to maintain 10DLC SMS compliance. The TotalCX support team will handle the creation and maintenance of the carrier configuration and business brand and campaign registration to enable compliance. You can read more at campaignregistry.com.

Once compliance is set up, the phone system can route SMS and MMS inbound and outbound.

Configuration

First, you must ensure you are at the top-level of the portal, then:

1. Click on Inventory

2. Click SMS Numbers tab

3. Click Add SMS Number

In the popup window:

4. Enter the number you're wanting to route in the Phone Number field (ensure to enter a 1 in front of the number)

5. Select the Domain you want to route to

6. Set the Treatment drop-down field to the User

7. Enter the user's extension in the User field

8. Click Save

Configure via Import

You can also route SMS en masse via a .csv import:

Navigate to Inventory (must be top-level, not inside a domain)
Click on SMS Numbers
Click on Import
Click Download Template

Open the downloaded .csv file and edit each column:

Ensure each number has a leading 1
Ensure domain is spelled correctly (no spaces, correct capitalization)
Ensure Treatment is user (lower case u)
Ensure Destination is only the extension number
Save the document

Go back to the Inventory page:

Click Browse, locate the .csv document on your computer
Click Upload

The phone system will give you a verification window so you can review what you're importing. Review the information and click on Import when ready.