How to get SMS functioning correctly - Help

[MXWay]

Firstly 3CX, as a user for about 10 years, I'm seriously disappointed with your lack of documentation regarding SMS with this recent update.

Could you kindly advise how I replicate the following that a client has been using the following setup for a long time for their staff.

How its worked until now, calls and SMS would go to a staffs single extensions (individual Twilio sip setup per staff so that they could make and receieve calls and they could also send and receive SMS's), the staff would take receive the calls and SMS messages via the 3CX app. This has been working great until Update 6. You might ask why is this setup like this, it how the company gives all their staff cell numbers via the 3CX app.

I have managed to get the SMS working with the 3CX sip trunk (Twilio) config + digital receptionist + call group, however now whenever anyone calls rather can getting the usual phone ringing sound it goes plays on hold music. I need to get it back to the original like setup where it goes straight to the extension.

Also the staff have lost all their historical SMS messages. We must have the ability for SMS's to directly go to and send from a single extension.

Can you please help to keep this longtime customer of our happy.


Self Hosted on Windows - 3CX Pro 18.0 Update 6 (Build 908)

 

[YiannisH_3CX]

Hi @MXWay

If I understood your configuration correctly the way you had it configured before should still work the same way.
You can create an inbound rule for each DID and route it to a specific extension. That extension will be able to receive voice calls and SMS from that DID and will be able to use that DID for outbound SMS.

If the user is not a member of a Ring group of Queue that has other DIDs pointing to that then they will only be able to use the DID assigned to them via the inbound rules.

 

[MXWay]

Hi @YiannisH_3CX

Thank you, that got it working fine again.

How do we retrieve the historical SMS's for each extension?

 

[myrich33]

Hi @YiannisH_3CX

Thank you, that got it working fine again.

How do we retrieve the historical SMS's for each extension?

Depending on how you purge your messages from Twilio, you may be able to just download the last 10k messages to a spreadsheet. Go to Twilio Console, Logs, Messaging, export to CSV.

 

[MXWay]

Sorry, to clarify, so that our client can see the historical messages that use to show in the 3CX app. Eg. if they got a message from a person in the 3CX app say a month ago, they can just press reply.

 

[YiannisH_3CX]

Sorry, to clarify, so that our client can see the historical messages that use to show in the 3CX app. Eg. if they got a message from a person in the 3CX app say a month ago, they can just press reply.

Unfortunately those conversations cannot be reused and are archived since the method and webhooks changed. Those conversations will need to be manually restarted.

 

[EGK]

We have a similar issue with DIDs/SMS ever since the last update. I'm using a Telnyx sip provider. I could not figure out how to make it work. I have everything set up, but I can make either SMS or direct DID calling to work, but not both. For example: if I enter a DID in a sip trunk as +16088888888, then a person is able to send SMS. If I enter a DID in a sip trunk as *8888888, then a person is able to receive direct calls to this DID. I have the inbound rules set up and I attempted to to re-setup SMS multiple times. I even did it all from scratch by deleting the sip trucks and recreating them as well as all the rules. What do I need to do to make both SMS and DID incoming rules to work properly?
Thanks