Unable to apply changes in SMS configuration after update to U6

[Malcharias25]

We updated our onsite instance to U6, and now are unable to make any changes to SMS configuration.

In U4, we had configured SMS to be routed to a call queue separately from our IVR, and with the changes in SMS behaviour in U5, we've been looking forward to taking advantage the new routing features with the U6 release, however any changes made to the SMS configuration (we've triedadding a new user to the current call queue, as well as creating a new call queue and changing the SMS settings in the IVR to point to the new queue,) fail to apply.

We've already confirmed that the SMS configuration is setup correctly as per the U6 instructions on the website, and tried numerous adjustments in the system (changing business hour configurations, adjusting user roles, setting up new queues/call groups for SMS management,) and so far none of the changes made seem to change the way the SMS is routed post upgrade. Our current suspicion is that old SMS config from U4/U5 has somehow carried over in the database and is causing errors in U6, however we at a loss on how to go about correcting the behaviour.

Any suggestions short of a complete rebuild of our on-prem installation?

Thanks in advance!

 

[GeorgeP_3CX]

Hi @Malcharias25,

Please elaborate further on the issue.
You send SMS but are not received by the route that you have configured?

Have you check if there is an already existing SMS conversation from the number that you are trying to send an SMS to the Phone System that is not marked as dealt with?
How are the DIDs configured in the SIP Trunk? Are they in E164 format as it should be?

When you make a call the routing applies correctly?

 

[Malcharias25]

I think you hit the nail on the head - we had previously archived the conversation, but never tried taking the conversation and marking it as "dealt with" - it looks like once we did that, it corrected the SMS routing with the test number we were using!

That said, we use SMS in a retail environment, and would like all stations to be able to assist and reply to SMS requests - is there any way for a SMS to be marked as dealt with without having to take the conversation first?

 

[GeorgeP_3CX]

I think you hit the nail on the head - we had previously archived the conversation, but never tried taking the conversation and marking it as "dealt with" - it looks like once we did that, it corrected the SMS routing with the test number we were using!

That said, we use SMS in a retail environment, and would like all stations to be able to assist and reply to SMS requests - is there any way for a SMS to be marked as dealt with without having to take the conversation first?

Unfortunately, the only way for the conversation to be dealt with is from the agent that has ownership(took) the conversation.
You can transfer though the conversation between extensions.

 

[jerricho73]

All of these responses to their documentation are pointless. There's 2 different versions of 3CX out there and most of the people are using a hosted or dedicated option and not the "START UP" version.

 

[ISTMort]

I had a similar situation after U6 we have been using Telnyx just fine for over a year. Then it stopped working after U6. I went back and forth for 2 days with 3cx chat and Telnyx chat. All the documentation that they lead you to only tells you part of what you have to do. We had a Digital Receptionist setup so it may be different for what I had to do. I had to reenter the API Key from Telnyx, then in the webclient/app with (system owner) user, I had to click <Admin (gear)> <Call handling> then <my digital receptionist> then <Options> and choose where to <Foward SMS>

Hope this helps someone!