Can receive/reply but can't initiate SMS

[SRichardson]

I am having an issue with users can receive and reply to the SMS but can not start a new SMS conversation. SMS is enabled in 3CX and the "send via" is correct". The formatting of the outgoing number has been tested with +1areacodenumber and +areacodenumber. Neither work. Can anyone provide assistance?

 

[GeorgeP_3CX]

Hi @SRichardson,

In order for the user to be able to send an SMS, the option 'Enable SMS' in the extension's configuration must be enabled.



Please ensure that this option is enabled and try to send SMS again from the extension that you enabled this option.

 

[SRichardson]

Yes, that is enabled already.

 

[GeorgeP_3CX]

Hi @SRichardson,

The only advise I can give you, is to enable Verbose logging on the PBX and try to send an SMS.
When that fails, you can check the 3cxManagementConsole.log for errors that will help you figure what is exactly happening.

 

[SRichardson]

Thank you for your help, unfortunately, even when I turn on Verbose logging, the SMSs don't seem to appear at all in the logs. I am baffled.

 

[YiannisH_3CX]

Thank you for your help, unfortunately, even when I turn on Verbose logging, the SMSs don't seem to appear at all in the logs. I am baffled

That probably means that the SMS is not delivered to the PBX by the provider. That could indicate that the webhook is not copied correctly.
Which provider are you using and which PBX version are you running?
Are you using the new SMS method under the SIP trunk settings?

 

[FireMedic]

Make sure that there is a sending number selected in the "Can send SMS via" beneath the checkbox to enable SMS for the user. If a number is not selected, the system does not offer the "Send SMS" option in the chat window for that user.

 

[Steve Harris]

I just had the very same issue.
I have 1 sms DID from twilio being sent to a tech support queue and had to remake the sms settings recently and add the twilio trunk. Followed the guide and enabled SMS for each user. <------ this was wrong. This allowed receiving and replying to work, but could not initiate a new SMS.

What works:- Disable SMS on all these users. Make sure users are added to the Queue that the Trunk is routed to. Job Done.