SMS showing two separate conversations to same number

[josh.yarbrough@sandstormi]

Hey everyone,
Here is something that I have run across and am looking for ideas. I have noticed is that if you start a new SMS chat in the 3CX PWA and do not include the +1 at the beginning, it will allow it to go to the recipient but when they reply, it starts a new conversation as if it is a new number. Example: send new SMS to 615-555-1234, the recipient responds, this starts another conversation with the number showing as +1615-555-1234, thereby producing two separate conversations in the 3CX app.
1. What is best practice on this?
2. Can these conversations be combined?
Can the system see them as the same contact?

Thanks team!

 

[K_SAK]

Hi,

Check your E164 settings (Admin->Advanced->E164) - this and the correct Outbound rules should let you flatten numbers better. Also it would be best to standartise how you enter new numbers to match your SIP provider.

 

[K_SAK]

Hi,

In your Trunk config under options -> Reformat Inbound or outbound... : You can strip the +1 from inbound so numbers come in in local format, the way a user would type them in.

 

[josh.yarbrough@sandstormi]

Okay, thank you for the information.

 

[K_SAK]

Hi,

Actually after trying this out, the previous answer was not the correct way.

For SMS there is a specific setting in the SMS tab of the Trunk config "Enable Caller ID Number Matching":

Just set that to a length suitable for your region and it will match the last X digits of the number only.