SMS using One Number for all extensions

[NableIT]

Hello! First time posting here so apologies if I am a little green on the information to provide.

We have a client that is running a hotline where they want to allow the clients to reach out over SMS for support. The client wants the main number for the hotline to be the same one people use to text. I have registered the number and can confirm back and forth texting is functional.

The issue is that when you text the number, not every extension on the PBX receives a notification that a new chat is available to take. I am only seeing the number pop up on a few extensions, but the behavior seems inconsistent. I have messaged from multiple different numbers and have had a mixed bag of results. My admin user receives all of the messages no problem and I don't respond to them so I can test the visibility on other extensions. I have created an SMS queue and stored some users in there for testing. From my digital receptionist, where the main number is associated, I forward the SMS messages to the SMS queue, but half of the users in the queue don't receive a notification of a new message.

Is there something that I am missing or is that functionality not available? I appreciate the support and my apologies again if I missed any information.

 

[Charles_3CX]

With regard to SMS and receiving messages, if the number used to send the SMS is already in an ongoing conversation and a new user is added to the queue, they will not receive the message. The workaround is to set the previous SMS messages from these numbers to 'Dealt with,' so any subsequent messages received will be received by all users, including any new users added to the queue.