Solved How do you troubleshoot inbound SMS routing?

[mattdarnell]

Version - 18.0 Update 3 (Build 461)

How can you troubleshoot/trace inbound SMS routing?

All phones (except phone A) send an SMS to 808-555-1212 ----> routed to the correct 3CX user account
Phone A sends an SMS to 808-555-1212 ---> routed to the incorrect user

Carrier logs confirm Phone A is sending an SMS to the correct number.

I looked through the Audit log, events, etc but didn't find anything useful.

Mahalo in advance,
Matt

 

[NickD_3CX]

Phone A sends an SMS to 808-555-1212 ---> routed to the incorrect user

Does the "incorrect user" that is receiving the messages from this user have an active conversation with this number?
If yes, advise them the click on the "Dealt With" option in their chat, then send another message from that number.

With SMS, what 3CX does is if Ext X sends/receives a SMS to a certain number, that creates a "conversation" between that Extension and that External Number.

While the Conversation is "open", regardless if you change the routing, all messages from that external number will go to the same Extension.

Once the the Extension presses the "Dealt With" button, the conversation is "closed", so any new incoming message from that External number will follow the routing you have set.

 

[mattdarnell]

That was it!

Mahalo!!

 

[NickD_3CX]

Glad we could help!