SMS chat distribution issues

[greychain]

I have a generic SMS configuration that is working but when the messages come in they don't seem to be being distributed correctly.

I have tried ring all and round robin , the message always seem to be delivered to the same person.

Even if they are logged out of the queue they still get notification of the SMS, which log can I check to try to work out what is happening?

 

[SteveITS]

Does the sender have an open conversation with this user? (Have you tried a different remote number?)

 

[greychain]

I've tried new numbers. I tried to close the existing conversations with the archive and dealt with options.
I dont see anywhere to shorten the session affinity or alter chat session routing settings

 

[YiannisH_3CX]

What does your configuration look like? Where are messages supposed to go? Are you routing them directly somewhere or via a Digital Receptionist?
Are you using the correct number format?

 

[greychain]

I am routing them direct to a queue, which is configured for ring all. I've also tried round robin.

I hoped they would go to the queue and other agents can claim them.

The numbers are E164 format
Which logs can I look at?

 

[YiannisH_3CX]

Polling strategies do not matter for SMS. The log for SMS is the management console log although you will not see many details there. The person that is receiving the messages is it part of the Queue? If so if you remove them from the Queue do they still receive the messages? Does that person have any DIDs assigned directly to them? Is that person in the trunks default route?

 

[greychain]

Yes they were part if the queue, I logged them out of the queue and they still received notifications.

I removed them from the queue and they still received the message.

They don't have a DID assigned, they aren't in the trunks default route

 

[YiannisH_3CX]

Try the following:
Go to your trunk settings and edit 1 DID and change it to a slightly different number. Save the changes and then go back into the trunk and correct it as it was. Re-assign to the queue as changing the DID will unassign it.
Then try sending an SMS to that DID and see if it goes to the queue.
Also is the option "Enable Caller ID number matching" enabled?

If the issue still persists then I would try testing using postman and send direct SMS messages to the system to troubleshoot.