Enable Business Texting

This feature allows employees to maintain a professional business persona by using their work phone number for texting, enhancing customer and partner interactions.

Administrators can centrally provision and manage Business Texting through Control Hub, enabling easy configuration and compliance with retention and purging policies.

Prerequisites:

Purchase the Business Texting Add On license with Cisco Calling Plans to register your brand and campaign. Work with your US or Canadian partner to purchase the Business Texting Add-On license. You need an EIN in the US or Provincial or Federal Corporation/Registry ID Numbers in Canada to register your brand for 10 DLC registration. See the Business Texting 10DLC registration FAQ for details.
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 trial 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.
If you have Customer Assist license and Business Texting Add-on, you are eligible to use Text Queues. The text queues need to have service numbers assigned to it.
Ensure you’re on Webex App version 42.12 or higher.
Ensure to configure the location with Cisco PSTN.
You must register to the 10 DLC campaign registration for using business cloud Calling services for text messaging. See the Business Texting 10DLC registration FAQ and video for details.

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.
Adds the critical customer-facing channel to ease collaboration

Register for the 10DLC campaign

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

Ensure that you purchase the Business Texting Add-on license from your partner to register and campaign your brand. If you don’t have the Add-on license for Business Texting, then the Business Texting tab isn’t visible. This is a requirement for 10DLC campaign registration. See the Business Texting 10DLC registration FAQ and video for details. Only authorized numbers can register to the 10 DLC campaign.

1	Sign in to Control Hub.
2	In Services menu, go to PSTN & Routing > Business Texting.
3	Click Manage. If there are no campaigns, the option to Authorize business texting is disabled. From the drop-down, select Open a Cisco Calling Plan support case. Below are the campaign use cases available, when you open a case for creating a campaign you need to let the PTS team know for which use case you want to create a new campaign. UCaaS Low Volume—Each number assigned to a UCaaS campaign is typically assigned to a different employee of that business and the use cases are varied. This use case isn’t for any API or automated driven communication. UCaaS High Volume—This is for UCaaS campaigns that require higher volume. Each number assigned to a UCaaS campaign is typically assigned to a different employee of that business and the use cases are varied. This use case isn’t for any API or automated driven communication. Customer Care—All Customer Care interactions, including but not limited to account management and customer support using text queues. For Customer Assist text queues, you need to select Customer Care campaign. If there are campaigns present, but there’s no capacity of numbers left in them for authorizing Business Texting, click Open a Cisco Calling Plans support case link.
4	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.

Authorize Business Texting

Webex Calling Business Texting is now a A2P service. Any customers using Business Texting must register their brand and campaigns. Assign all numbers to a registered campaign so that the mobile carriers don't block these messages. Only authorized numbers can register to the 10 DLC campaign.

1	Sign in to Control Hub.
2	In Services menu, go to PSTN & Routing > Business Texting.
3	Click Manage. Use the drop-down to select Authorize business texting. The Authorize Business Texting page displays.
4	Select a campaign from the list of campaigns and click Next. The Remaining capacity column shows how many numbers you can authorize Business Texting in this campaign. When Remaining capacity is zero in a campaign, radio button to select such campaign is disabled.
5	Select the Cisco Calling Plan location to authorize using business texting. The Control Hub displays the numbers available in the location that can be authorized for Business Texting. Select the authorized numbers from the list. Select check box I confirm that selected standard number(s) will be modified to service number(s) upon authorization. Click Next. For some numbers, it is required to sign a Letter of Agency (LOA). Enter your first and last name and job title to sign the Letter of Agency (LOA). Provide the Authorized signature and click Next. The order summary screen displays with the list of numbers ordered. If you have selected different types of numbers such as Service number and DID number, two different orders are created in such case. One order is for authorizing service numbers and another order is for modifying DID number to service number and authorizing it.
6	The order summary screen displays with the list of numbers ordered. The administrator can continue with Authorize more numbers or click Done.

Enable texting for Customer Assist call queues

Customer Assist administrators can enable business texting for call queues. This feature allows end users to text a business using the call queue number, and enables agents to respond to messages received from text queues directly from the Webex App.

Before you begin

To enable business texting for Customer Assist call queues, you must have the business texting add-on and upgrade the associated call queue number to a service number.
Business texting must be enabled for the associated number before you enable Text queues for the Customer Assist. See Authorize business texting.

1	Sign in to Control Hub.
2	In Services menu, go to Customer Assist > Call Queue
3	Select the call queue that you want to edit.
4	Toggle on Enable Text Queue radio button. If the call queue is not a service number, the radio button to Enable Text Queue is not displayed. Business texting is enabled for selected call queue.

Limitation for Business Texting

Here are the known limitations with this feature:

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.

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Enable Business Texting

Register for the 10DLC campaign

Authorize Business Texting

Enable texting for Customer Assist call queues

Limitation for Business Texting

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