An SMS channel lets your team reach customers directly on their mobile phones—and vice versa. Incoming SMS messages appear in the Virtual-Call UC Client, where agents can respond to them. This article describes how to set up an SMS channel in the Cloud PBX.
Requirement: Omnichannel Messaging requires the Enterprise Plan (EP) or Ultimate Plan (UP).
Prerequisites
- SMS Provider: You need an account with one of the supported SMS service providers (see table below) and a phone number enabled for SMS.
- Domain Name: The domain name of your Cloud PBX must not contain underscore characters (
_), as this may cause webhook authentication failures. - Domain Certificate: If your PBX uses a custom domain (not the provider's standard domain), a valid domain certificate must be installed.
Supported SMS Providers
The following table shows the supported providers and the authentication credentials required for each:
| Provider | Required Credentials | Supported Message Types |
|---|---|---|
| Apidaze | API Key, Secret | SMS, MMS |
| Aspsms | User Key, Password | SMS |
| Bandwidth | Account ID, API User, API Password, Application ID | SMS, MMS |
| Flowroute | Access Key, Secret Key | SMS, MMS |
| SIPTRUNK | User Key, Password | SMS |
| Telnyx | API Key, Public Key | SMS, MMS |
| Twilio | Account SID, Auth Token | SMS, MMS |
| VoiceMeUp | API Key, API Secret | SMS, MMS |
If your SMS provider is not listed, it can be integrated via the SMS API. Contact Virtual-Call support for more information.
Setup
Setting up an SMS channel involves two main steps:
- Create and configure the SMS channel in the PBX
- Configure the webhook at your SMS provider
Step 1: Create the SMS Channel in the PBX
- Log in to the Cloud PBX admin portal.
- Go to Messaging > Message Channel.
- Click Add and select SMS.
- Configure the Authentication tab:
- Name: A descriptive name (e.g., “SMS Support” or “SMS Sales”).
- ITSP: Select your SMS service provider from the list.
- Credentials: Enter the authentication credentials from your provider (see table above).
- Webhook URL: This is generated automatically. Copy it—you will need it in Step 2.
Important: The webhook URL changes if you leave the page without saving. Copy the URL immediately after opening the form.
- Configure the Messaging Settings tab:
- Message Sending Rate: Maximum number of messages per second. If this exceeds your SMS provider's limit, delivery failures may occur. Check with your provider for their limit.
- Close Session Automatically: Enable this and set a timeout in days to automatically close inactive sessions.
- Allow Duplicate Active Sessions: Whether a new agent can create a session when an active session with the same contact already exists.
- Configure the Number section:
- Click Add.
- Number: Enter the phone number in E.164 format (e.g.,
+14102161183) or an alphanumeric sender ID. - Destination for Inbound Messaging: Choose where incoming SMS are routed:
- Extension: Messages go directly to a specific extension.
- Message Queue: Messages go to a queue where multiple agents can handle them.
- Extensions allowed to create messaging sessions: Select which extensions can send messages through this channel.
- Click Save.
Step 2: Configure the Webhook at Your SMS Provider
To enable the PBX to receive incoming SMS, you need to enter the webhook URL in your SMS provider's configuration:
- Log in to your SMS provider's portal.
- Find the webhook or callback settings for your SMS number.
- Enter the webhook URL you copied from the PBX in Step 1.
- Save the settings.
The exact steps vary by provider. Consult your SMS provider's documentation for details.
Result
After successful setup, the SMS channel appears in the channel list under Messaging > Message Channel with a green status icon. The PBX automatically tracks the number of messages sent and received.
Important Notes
- SMS Segmentation: Text messages longer than 160 characters are automatically split into multiple segments. This may increase the actual number of messages charged by your provider.
- MMS File Size: Multimedia messages (MMS) are limited to 100 MB. Files are retained for 72 hours.
- 10DLC Registration (US): To send SMS to US numbers, your 10DLC (10-Digit Long Code) number must be registered for A2P messaging. Otherwise, messages will be blocked. Contact your SMS provider for registration.
- IP Access for MMS: If you have configured IP access security rules, make sure access from your SMS provider's country is allowed—otherwise MMS files cannot be delivered.
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