Business texting

All Cisco Calling Plan customer administrators can centrally provision and manage business texting in Control Hub.

Prerequisite for using business texting:

  • You must have a Cisco Calling Plan in the U.S. or Canada to use the feature.

  • This feature is available only to Enterprise customers. Online customers and trail customers are currently not eligible to use business texting.

  • Every user must have a primary telephone number (TN) assigned by Cisco Calling Plan in U.S. or Canada locations, else you can't use business texting.

  • Ensure you’re on Webex App version 42.12 or higher.

  • Ensure to configure the location with Cisco PSTN.

Here are a few benefits of using business texting:

For End Users

  • Be reachable and reach out to your customers using texting, which is a universal and effective modality.

  • Use your business persona and work phone number as opposed to your personal identity.

  • Access business texting from the familiar and efficient Webex App, an environment that you have and are comfortable.

For an Administrator

  • Easy to configure and manage the feature using ​Control Hub.

  • Add this critical customer-facing channel at no incremental cost.​

  • Business texting enjoys the same business compliance and retention capabilities as other modalities.


     

    Business texting doesn’t support HIPAA compliance for Healthcare Customers.

Register and enable business texting

An administrator can enable the business texting feature for an entire organization. Ensure that you purchase the Business Texting Add On license from your partner to register and campaign your brand. This is a requirement for 10DLC campaign registration.

Ensure that the organization has an existing Cisco Calling Plan customer in the United States or Canada.

Open a support case with Cisco Support case to complete the 10DLC campaign registration by following these steps:

1

From the https://admin.webex.com, go to Calling and select PSTN.

2

Select Business Texting and click Manage.

From the drop down, select Open a support case.
3

The Cisco PSTN Technical support team sends the 10DLC registration form. Complete and submit the registration process.

The registration process takes close to four weeks for completion.

 
Existing Business texting customers must note these important pointers

  • Business texting is disabled on phone numbers that aren’t registered to the 10DLC campaign.

  • Failure to complete the10DLC campaign registration can result in service blockage.

  • Any new numbers ported or ordered won’t have business texting enabled after June 2024.

Provision business texting for users

If Webex business texting is available at the user's location, then you can enable business texting for the account from Control Hub. Using this feature, the user can:

  • Be always reachable using the text option.

  • Protect personal identity like name and phone number of the individual and use business persona for communication.

1

From the administrator view in https://admin.webex.com, go to Users and select the user you wish to enable this feature.

2

On the user profile, select Calling and scroll to business texting. Enable the toggle for business texting. You can choose from these two settings:

  • Use the organization's default settings
  • Override default settings.

The user can now send and receive text messages from Webex App.

Limitation for business texting

Here are the known limitations with this feature:

  • Webex Calling Business Texting is fully compliant and is a critical feature. By default, all customers have 400 days of retentions for Business Texting.


     

    Initially, you can’t customize the retention time frame in Control Hub.

  • eDiscovery is currently not available.

  • MMS and International Texts (both incoming and outgoing) aren’t supported.

  • The business texting feature doesn’t provide unlimited texting.

  • Cisco, our vendors, or destination carriers may block or throttle texting traffic that doesn’t conform to appropriate usage, including but not limited to fraudulent, excessive volume or bursts, SPAM, unauthorized or inappropriate content, and so on. This decision to block business texting is at the sole discretion of Cisco or the vendor.

    Refer to the Offer Document for authorized use of Business Texting.

More information

If you suspect you’re getting SPAM messages from a Webex Calling user, fill this form http://cs.co/spam.