Concept: The SMS Directory Bot is an application that tries to connect an SMS sender with the appropriate person in a company using information from the PBX.


The SMS Directory Bot is meant to be a FREE application that you can use to introduce your customers to the concept of Business SMS. All you need to do to activate the Directory Bot is to route the SMS service for any DID to it.

Note: User must currently have any SMS Responder Entitlement for the Directory Bot to work properly.
NOTE: The SMS Directory Bot does not have any User Interface. The SMS Responder Bot is an enhanced version of the SMS Directory Bot, which has the same features of the SMS Directory Bot and also allows you to configure keywords and auto-replies. Details on configuring the SMS Responder Bot are here.

To use the SMS Directory bot, follow these steps:

1. Route a DID to the Directory Bot.

In order to use the SMS Directory Bot you must route the SMS service of a DID. This can be done in the Manage DID portal with the following steps:

a. Select a DID and Manage the SMS Service

b. If SMS has not been enabled, then click the control to do so. Note that it can take up to 1 hour for SMS to be fully provisioned. The status will say "pending" while the SMS service is not yet provisioned. When SMS is enabled, proceed to Step "c".

Note: SMS enabled DIDs will be charged as stated in your MSA.

c. Route the SMS to the SMS Responder application by:

(1) selecting the Directory Bot option in the drop-down selector beneath the Assignment section;
(2) selecting the appropriate domain for the service to be associated with; and
(3) clicking the Save icon.

2. Test the SMS Directory Bot

To test the SMS Directory Bot, simply send an SMS message to the DID that you configured in Step 1. You should receive a response that follows the application logic below.

APPLICATION LOGIC: 

1. When an SMS is received by the SMS Directory Bot, it connects to the PBX to query recent CDRs (Call Detail Records) to determine if any calls were recently placed to the cell phone number that originated the SMS.

2. If calls to the cell number are found in the CDRs, the SMS Directory Bot will determine the last PBX User to call that number and will respond with this message:

“You have reached the SMS bot for [Domain]. It looks like [PBX User] was trying to reach you. If you would like to talk to [PBX User] now, reply Y”

2.a If the SMS sender replies Y, then the SMS Directory Bot will initiate a phone call between the [PBX User] and the [Sender] through the PBX.

2.b If no call to the phone number of [Sender] is found in the CDRs, the SMS Directory Bot will send the reply:

"You have reached the Directory Bot for [domain]. To connect with a person or department, reply with a name"

3. If the [Sender] replies with a name the Directory Bot will attempt to find a PBX User with a matching name using the Company Directory. If a match for a person or department is found, the Directory Bot will send this reply:

"If you would like to talk to [Name] now, reply Y"

3.a . If there are multiple people in the PBX with similar names, the SMS Directory Bot will send the reply:

"I found multiple people with that name. For [Name1] reply '1' and [Name2], reply '2'"

4. If the [Sender] replies with 'Y' or a number corresponding to a name choice, the SMS Directory Bot will initiate a phone call between the [Name] and the [Sender] through the PBX.

The SMS Directory Bot will call the [Sender] first. When the [Sender] answers, the system will say

"Please hold while your call is being transferred". 

The call will then transferred to [Name].

NOTES:

- In order to be included in the bot's reply, PBX Users must have the "Announce in Audio Directory" option enabled. If you wish to "hide" an extension from the bot, simply disable this option.
- System Users such as Auto Attendants, and Call Queue Users will not be included in bot replies.
- The Caller ID for the call made to [Sender} will be the DID that received the SMS message.
- When the call is transferred to [Name], the system will follow the Answering Rules of the PBX User associated with [Name].
- The Caller ID sent to [Name] will be that of [Sender]