18U6 - Flowroute - Can't route incoming SMS

[saint__]

1) I had to delete the entire trunk configuration in order to have incoming calls working for 18U6
2) I had to redo the entire inbound rules
3) I reconfigured everything for incoming SMS

The documentation at https://www.3cx.com/docs/manual-u5/sms-text/ says that under "USER / General" there is an option to enable SMS.
This option used to be present in 18U5, it's nowhere to be found now. Anyone has a hint for that?

 

[GP3]

Had a similar issue but it ended up being that our SIP provider Bandwith for SMS changed our password and resetting that and updating the password in 3cx resolved inbound and outbound texting.

However, we are still stuck with not being able to enable users to send and receive SMS. If anyone knows where that option ended up it would be greatly appreciated because in the current state, I won't be able to set up new users for SMS.

 

[YiannisH_3CX]

The documentation at https://www.3cx.com/docs/manual-u5/sms-text/ says that under "USER / General" there is an option to enable SMS.
This option used to be present in 18U5, it's nowhere to be found now. Anyone has a hint for that?

Inside the guide you quote there is a banner that says if you are using version 18 Update 6 then you need the new guide. Not sure if it pops out for you so here is the link for the new guide.

The option is gone, now all extensions are enabled by default if they are able to receive SMS they are able to send SMS. So if they have a DID assigned to them or they are part of a Queue that is assigned a DID then they can also send SMS. No need to enable additional options.

 

[wmeter]

I can't make it work... I have SMS enabled on my Flowroute trunk, I also generated a new API key on the Flowroute site which I configured. Then I updated the webhook URL on all DID's (Flowroute side) but I have no way of routing inbound to the 3CX client. There are no SMS routing parameters anymore on the user settings for the clients that have the 3CX client.

 

[YiannisH_3CX]

I can't make it work... I have SMS enabled on my Flowroute trunk, I also generated a new API key on the Flowroute site which I configured. Then I updated the webhook URL on all DID's (Flowroute side) but I have no way of routing inbound to the 3CX client. There are no SMS routing parameters anymore on the user settings for the clients that have the 3CX client.

SMS routing now follows voice routing unless you a Digital receptionist to route voice and SMS differently.
There is no option anymore under extension settings for SMS. Use Inbound rules to route DIDs to the correct users.

 

[wmeter]

SMS routing now follows voice routing unless you a Digital receptionist to route voice and SMS differently.
There is no option anymore under extension settings for SMS. Use Inbound rules to route DIDs to the correct users.

Hi Yiannish, thanks for your reply !

But I use different routings for voice and SMS, all my voice calls start at an IVR, I don't want my SMS-es end-up in an IVR but routed to a main extension taking care of text messages for all. How can I implement that ?

 

[GeorgeP_3CX]

Hi Yiannish, thanks for your reply !

But I use different routings for voice and SMS, all my voice calls start at an IVR, I don't want my SMS-es end-up in an IVR but routed to a main extension taking care of text messages for all. How can I implement that ?

In V18 Update 6 you can route a DID in an IVR and from the IVR options, to set a different destination for SMS.
Please find the guide on how to do it here: https://www.3cx.com/docs/manual/ivr-digital-receptionist/#h.q1v8laia3t51

 

[burritoisland]

Hello, I've had these same issues. Everything is set up and was working until the update. As of now, the outbound is working, but not the inbound. When I send an SMS out and it is replied to, nothing shows.

 

[wmeter]

In V18 Update 6 you can route a DID in an IVR and from the IVR options, to set a different destination for SMS.
Please find the guide on how to do it here: https://www.3cx.com/docs/manual/ivr-digital-receptionist/#h.q1v8laia3t51

The article you point to is only talking about the StartUp version of 3CX. I have the Professional Annual upgrade to U6. I don't have options in my digital receptionists for this. I also created a new dummy IVR to see if new ones show the options you talk about, but to no avail yet :-(
For me, the SMS configuration parameters stop being visible after their configuration on the trunk level. I see nothing on the IVR level, nor on the ringroups, nor on the queues.

 

[Evolute IT]

The article you point to is only talking about the StartUp version of 3CX. I have the Professional Annual upgrade to U6. I don't have options in my digital receptionists for this. I also created a new dummy IVR to see if new ones show the options you talk about, but to no avail yet :-(
For me, the SMS configuration parameters stop being visible after their configuration on the trunk level. I see nothing on the IVR level, nor on the ringroups, nor on the queues.

StartUP and dedicated have the same Webclient Admin section to configure that. Just make sure you have one user with System Owner rights.

 

[YiannisH_3CX]

Hello, I've had these same issues. Everything is set up and was working until the update. As of now, the outbound is working, but not the inbound. When I send an SMS out and it is replied to, nothing shows.

Did you add your numbers in the E164 number format with the leading "+" ? If not please do so and test again

 

[YiannisH_3CX]

The article you point to is only talking about the StartUp version of 3CX. I have the Professional Annual upgrade to U6. I don't have options in my digital receptionists for this. I also created a new dummy IVR to see if new ones show the options you talk about, but to no avail yet :-(
For me, the SMS configuration parameters stop being visible after their configuration on the trunk level. I see nothing on the IVR level, nor on the ringroups, nor on the queues.

As @ConceptsWeb mentioned you will need a Web Client to do this. The option is only available through the web client. The guide applies for all versions of 3CX.

 

[burritoisland]

Did you add your numbers in the E164 number format with the leading "+" ? If not please do so and test again

That seems to have worked. Thank you! I do have another question, though. It's regarding how calls and text messages are handled after hours. The way that I have it set up right now is I created a fake user account called after-hours voicemail. I did this so that the voicemails would go to a shared email account. That is working fine; however, I noticed that with it set up this way, after-hours SMSs are going to that fake account, and unless a person were to log into that fake account, there's no way to see the text messages. Is there a better way to set this up?

 

[saint__]

Can someone explains to me?
I have a site with 100 DIDs.
Main number going to CallFlow app
Main number incoming SMS used to go to an agent group
None of my agents have DIDs
So now what? I need to create a digital receptionist in the middle to redirect incoming SMS ?

 

[wmeter]

As @ConceptsWeb mentioned you will need a Web Client to do this. The option is only available through the web client. The guide applies for all versions of 3CX.

Ok, I can see now the options in the web version of the Admin console if I login as the 'owner' user. In my ring group I can now forward in the options page to an internal extension that has SMS. I do however still can't receive nor send.

One maybe 'special' setting is that I have one SIP Trunk entry for Flowroute (where I can see the SMS tab, where I provided the call-back URL) that I use for outbound calls over FlowRoute, but I have an 'IP-Only' generic SIP Trunk for all incoming calls where all my DID's are defined, and not on the 'main' trunk of Flowroute. I assume that that might be a problem ? On the 'Generic inbound' trunk the DID's are however all presented as +1xxx numbers
I have three SMS numbers, one goes over a ringroup, where I now can set SMS parameters, and the other two go into a virtual number that was created with your call-flow app, I assume I'm out of luck there ? Or do I need to put a Digital Receptionist 'in front' of it to make SMS work ?

One additional question, why is the SMS option not visible in the old Admin console and only over the 'new' go through the extensions of the owner user ?

 

[Mayur]

StartUP and dedicated have the same Webclient Admin section to configure that. Just make sure you have one user with System Owner rights.

I have pro version and have inbound rules for DID to user.. outbound did not had issues.. just inbound not routing.. flowroute says they are tracing to endpoint.. 3cx needs to investigate!
thanks

 

[YiannisH_3CX]

The way that I have it set up right now is I created a fake user account called after-hours voicemail. I did this so that the voicemails would go to a shared email account. That is working fine; however, I noticed that with it set up this way, after-hours SMSs are going to that fake account, and unless a person were to log into that fake account, there's no way to see the text messages. Is there a better way to set this up?

I would route out of office calls to a ring group and add your fake user as an agent along with a real agent. Both of them should auto switch after hours so they don't take calls. Set the "Destination if no answer" to the same Voicemail.
Voice calls will end up in the same voicemail box and SMS will go to both users until someone takes it.

Hopefully this helps

 

[YiannisH_3CX]

So now what? I need to create a digital receptionist in the middle to redirect incoming SMS ?

Yes that would be the way to do it. Add a Digital receptionist with 1 second delay and route your calls that way.

 

[YiannisH_3CX]

Ok, I can see now the options in the web version of the Admin console if I login as the 'owner' user. In my ring group I can now forward in the options page to an internal extension that has SMS. I do however still can't receive nor send.

One maybe 'special' setting is that I have one SIP Trunk entry for Flowroute (where I can see the SMS tab, where I provided the call-back URL) that I use for outbound calls over FlowRoute, but I have an 'IP-Only' generic SIP Trunk for all incoming calls where all my DID's are defined, and not on the 'main' trunk of Flowroute. I assume that that might be a problem ? On the 'Generic inbound' trunk the DID's are however all presented as +1xxx numbers
I have three SMS numbers, one goes over a ringroup, where I now can set SMS parameters, and the other two go into a virtual number that was created with your call-flow app, I assume I'm out of luck there ? Or do I need to put a Digital Receptionist 'in front' of it to make SMS work ?

One additional question, why is the SMS option not visible in the old Admin console and only over the 'new' go through the extensions of the owner user ?

Not sure what your configuration is with Flowroute but since that is the trunk that the SMS is enabled then the routing should be done via that trunk and the trunks inbound rules.
Regarding the call flow designer, you will need to add a Digital receptionist.

 

[YiannisH_3CX]

I have pro version and have inbound rules for DID to user.. outbound did not had issues.. just inbound not routing.. flowroute says they are tracing to endpoint.. 3cx needs to investigate!
thanks

If you re added the trunk for SMS you need to watch out for 2 things.
1. Make sure your numbers are added in the E164 number format with the leading "+"
2. Make sure you updated the webhook of 3CX in the Flowroute portal as a new trunk will have a new webhook