SMS - DID to external number, creates new conversation instead of using existing conversation

[PFSRick]

We have SMS setup on several DID numbers. Sending and receiving SMS works fine except one thing. If we are viewing the contact details (or from the recent call list), and we hit the send SMS option, this causes a new conversation to be started. When the external contact sends a reply to this SMS, it goes to the old conversation, even if it was marked as archived. If the original conversation is marked as dealt with, then a new conversation is started with the external number's reply. The response will never come back into the new conversation that was created. With the DID numbers set up with SMS, we don't want to archive any messages as we typically need to see the conversation history on a regular basis. If we start (or continue) the chat conversation from the chat window, the conversation stays on the same thread and a new conversation is not created, just as we would expect. Why does 3CX create a new conversation thread whenever you initiate the SMS from outside of the chat window? And why does the external number's reply always go back to the older conversation thread (or create a brand new conversation), instead of coming to the newer conversation? Is there anyway to change or prevent this behavior? Most of the time we are using the 3CX android app, but this behavior happens on the web client and the windows app. We are still on version 18.

 

[Charles_3CX]

Please ensure that your DIDs within the system and the provider's side are set in E164 format (e.g., +123456789).

 

[PFSRick]

In my 3CX config, I had the DID's formatted as 11 digits, without the "+". I added the "+" and now the texting issue seems to be resolved, however, now the DID that I added the "+" to won't accept any inbound calls. What else do I need to fix?

 

[Charles_3CX]

You need to ensure that the number sent in from the provider side is being sent in the same format; contact the VoIP provider for assistance if you don't know how to do this from their portal.

 

[PFSRick]

I checked with FlowRoute, and they are sending the number with the "+". When an external number dials this DID, it goes to the main business line, main trunk line, and not the DID line. So 3CX is routing this number back to the main line. Here is a portion of the log:

The inbound office hours rules setup for this DID says to go to the extension that is setup with this DID. We have a digital receptionist setup on extension 800, which is what our main lines is directed to.

01/15/2024 3:28:21 PM - [CM503012]: Inbound office hours rule (unnamed) for 10000 forwards to DN:800

01/15/2024 3:28:21 PM - [Flow] Looking for inbound target: called=1812XXXXXX; caller="[V]+1812XXXXXX" <sip:+1812XXXXXX@:0>

 

[Charles_3CX]

Did you adjust the inbound rules for the DIDs to be in the correct format to match how the numbers are arriving at 3CX? eg:+1812XXXXXX

Check also under the flowroute trunk that the inbound parameters are set exactly like this:

 

[PFSRick]

It seemed to update automatically. I will try to delete it and recreate it.

 

[PFSRick]

Recreating the DID did not fix the issue.

 

[Charles_3CX]

Check also under the flowroute trunk that the inbound parameters are set exactly like this:

 

[PFSRick]

The CalledNum setting was "request line uri: user part". I changed it to "To: UserPart as your screenshot showed and it appears to be working now. I don't know why it was set as it was, I don't ever remember changing it. Thanks for your help. Could you describe what was happing or why this setting prevented the call from going through?

 

[Charles_3CX]

The request line URI that arrives from the provider side does not contain the +, so when you adjusted the numbers to be in E164 format, the numbers seen in the From User part of the sip invite header looked at the number from the request line URI, and it did not match the configured DID. The call was routed to the route specified under the main trunk configuration (catch-all).

 

[PFSRick]

That makes sense, thank you again.

 

[Charles_3CX]

You're welcome; I am glad to assist.