An issue with text messages to new call queue members

[trinsictech]

When we add new users to a call queue they don't get texts that come to the call queue. All the existing users get the texts but the new users don't. we used to solve this with a system restart but now that isn't working. we have tried to remove them and re-add them, remove reboot readd, leave and rejoin queue, leave reboot rejoin the queue. I can't find any logs that log text messages to the call queue. Is there a bug or is there a better way to have texts come in and be routed to a group of users?

This is for 2FA texts and not for back-and-forth comms. The messages are not taken by a specific user and are left visible to all. Normal texts from other numbers come through but for some reason, the 2fa texts are not being routed to the new members of the call queue.

If I could get some help diagnosing or solving this issue it would be a big help.

 

[Charles_3CX]

The issue here would be that the ongoing SMS conversations will not be seen by any new members added to the queue after the SMS is sent. Thus, you must first mark all the ongoing conversations as 'Dealt With' before sending another SMS from the same number.

I believe this is what support also has told you. They need to mention this disclaimer about the VoIP provider being unsupported, but the solution was given to you regardless.

 

[trinsictech]

This was the issue. Is this new behavior? We have not had to do this in the past.
It is possible that the numbers that the codes came from were rotating more than they are now.