SMS Disappeared

[TechDoctor]

V20, one of our clients used to be able to login via the admin portal, and go to Chat, and then choose SMS, to send SMS messages via the admin portal. They called me yesterday telling me that option is no longer available. I do not see the option from my end either, and old SMS messages are visible and available but their only option at this point is to Chat. Nothing has been changed on the backend, and I can't figure out why this is gone.

 

[NicholasP_3CX]

Does the user have an SMS enabled DID assigned to the as a DID directly on their extension, or indirectly through a queue?

You should be able to see the Send SMS option if a DID is assigned to you directly or indirectly.

 

[Alphabetic]

Have you got the routing to a queue and are they agents in this queue?

 

[TechDoctor]

This was a bit of a weird setup in the beginning, that I had been documented better. Alas, it was not. So to be honest with you, I'm not entirely sure. I had just gotten used to V18 when everything got moved to 20 and the person responsible for it all left the company without leaving behind any documentation. We had an issue because our SIP provider was going through Twilio, and couldn't do SMS and calls or something, and we had to split the DID between two SIP providers or something to enable SMS for them, because of their 3rd party application. Ultimately it worked, but we had other issues. Now that y'all have said something my guess is that it probably is a call queue problem, as we have no call queues, just ring groups, and I think one was removed accidentally. So do I just need to build a call queue, assign the DID (although it's assigned to a ring group, and the same DID that they receive calls on) then add users needing to text to this queue? My apologies for my ignorance on the topic, I'm trying to catch up as quick as possible!!!

Thank you in advance.

 

[NicholasP_3CX]

If you assign a DID to the Queue, it will reassign it from wherever it was assigned to before.

I would suggest ditching the Ring Group and just create a queue for them. The queue has more finctionality and I personally always recommend queues when having to service customer calls.