REDUX - SMS "Active Conversation" (thus locked), but by a Call Queue (not an Agent)

[infochuck]

Well, it happened again. I tried to send an SMS to a frequent customer, and I can't because "Number you specified has active conversation with extension 800 OpenHours already" ("OpenHours" being the name of the one and only Call Queue we use). I don't know how a Call Queue has an active conversation, and it certainly wasn't anything we did deliberately. We all use the Android Softphone client to SMS. Below I link to my last post which has a bit more detail, but the short of it is that no actual agent can now send an SMS to this contact.

Last time, I "solved" the problem by first taking ownership of the active thread we have for them, and then archiving it.

I can do that again, but it's really not ideal - this causes the entire chat history to vanish from our softphone clients, and that's really useful stuff (especially in this case).

It was suggested that I make sure our 3CX instance was up-to-date: it was, and is; we have auto-updates enabled and always have.

Any suggestions, or troubleshooting tips? Specific log entries to look for? Is there some way we can get the Call Queue to mark this sucker as "Dealt With" so that we can go back to everyone being able to send SMS to this person? Thanks!

 

[NickD_3CX]

Hi!

could it be that this number has sent a message to your DID that routes to the Queue and this has not been set to "Dealt with" yet?
In this scenario, yes, the message is correct because the External Party has a conversation that they initiated with the Queue, as nobody has closed it.

 

[infochuck]

I'd LOVE to follow your suggestion and mark it "Dealt With", but... none of the agents see that option (all three agents on Android softphone).


(Sorry for my delayed reply - I was on vacation!)

To answer your question: yes, this is a DID that routes to the Call Queue - but this thing where the Queue seems to "own" it is new behavior.

 

[Evolute IT]

I'd LOVE to follow your suggestion and mark it "Dealt With", but... none of the agents see that option (all three agents on Android softphone).

Do they see "Take ownership" by any means?

To answer your question: yes, this is a DID that routes to the Call Queue - but this thing where the Queue seems to "own" it is new behavior.

This would be related to both above, and below.