SMS does not appear to be routing correctly. 18.0 Update 2 (Build 314)Version

[Cytranic]

I have Flowroute SMS setup. Works fine, I can receive messages and send messages. However, changing the routing under messenging does not seem to work. No matter who I choose I still get the SMS on the original person I route too. No matter if I delete the DID and choose the correct person, its stuck sending to the Admin which is the very first person I selected when I set it up.

Anyone seen this?

 

[cobaltit]

Have you tried sending the message from a new number? It sounds like 3CX is maintaining an existing conversation.

 

[NickD_3CX]

Hi!

I suspect exactly what cobaltit said, that the original person the message went to did not flag the conversation in the Client as "Dealt With".
Until they do this, any incoming messages from this specific number will keep going to them regardless of what you do with the routing.

This is by design and is built this way so that many PBX Users can initiate a SMS conversation with an External Number from the same DID, but when the External Numbers reply, they will still be routed to the Extension that initiated the conversation.

 

[Cytranic]

Thanks this was it. Is there any logs that shows us where the SMS is being sent? I could see a problem down the road if someone forgets to do Delt with. Maybe a clear all SMS cache button for the future?

 

[NickD_3CX]

Thanks this was it. Is there any logs that shows us where the SMS is being sent? I could see a problem down the road if someone forgets to do Delt with. Maybe a clear all SMS cache button for the future?

No log, at least not something easy to go through, however if you try to send an SMS to a number that already has an established conversation with an External Number, you will get an error stating which other extension has this conversation, so then you instantly know.

Now for incoming message monitoring, you could point all DIDs to a Queue and place 1-2 people as Queue Managers.
This way even if an agent of the Queue takes ownership of an SMS, as a Queue Manager you can still check the conversation from your WebClient.