Unable to receive inbound SMS

[ETSJPM]

My system is unable to receive inbound SMS messages to a queue I set up for SMS. Inbound and outbound calling is OK. I can send outbound SMS messages, but replies to the outbound messages are not delivered to 3CX. New inbound messages to the DID I set up for SMS are not delivered. Ideally I want to set up a queue for SMS messages using a single DID.

Background info:
3CX Professional Annual
3CX version: 18.0.5.418
SIP Provider: Wavix
Hosted in Azure
Firewall checker shows OK
Chat is enabled

I did confirm with Wavix that outbound and inbound SMS is enabled for the DID I want to use for SMS. I followed Wavix's guide on setting up SMS for 3CX https://wavix.com/resources/guides/3cx-sms SMS was enabled from the SIP trunk using the API key and webhook. I have an inbound rule set to route all calls/messages to the SMS enabled DID to a queue. Chats are set to be taken manually. I added a user to the queue and set the user to send SMS using the DID I set for SMS. The user is in available status. The extension is logged into the queue, but never sees any inbound messages. If the extension sends a message, the reply to the message is never seen.

Outbound SMS messages show as coming from the sender ID I set up in Wavix and are logged in both Wavix and 3CX. Inbound messages are listed in SMS logs from Wavix, but not in 3CX's logs. I enabled verbose logging in 3CX and see no events related to receiving an SMS message.

I did go as far as setting up a new installation of 3CX, but I have been unable to get inbound SMS working.

 

[mhemmes_ffdyn]

Yeah, I'm having similar issues.

Everything was working fine with the way we had it setup in 18 Update 4 and, even after updating to update 5, everything worked. Unfortunately I stumbled upon the Update 5 notes saying that we must configure via the SMS tab under the trunk configuration. So, I said "Hey, I want to conform to the new way-of-things, let me reconfigure as prescribed from 3CX." - big mistake. Now we only get a few junk SMS messages from scammers trying to scam our business. Messages from our customers's mobiles are no longer sent to our group like they used to, where we were able to hand off conversations to team members. Outgoing seems to always work and our Flowroute SMS logs show us everything is coming and going, just 3CX not delivering.

I'm not happy with the way 3CX has decided to flippantly tell everyone it's their problem. It's not our problem, it's 3CX's problem and they're not lending any help. Very disappointed with this update.

 

[Evolute IT]

Yeah, I'm having similar issues.

Everything was working fine with the way we had it setup in 18 Update 4 and, even after updating to update 5, everything worked. Unfortunately I stumbled upon the Update 5 notes saying that we must configure via the SMS tab under the trunk configuration. So, I said "Hey, I want to conform to the new way-of-things, let me reconfigure as prescribed from 3CX." - big mistake. Now we only get a few junk SMS messages from scammers trying to scam our business. Messages from our customers's mobiles are no longer sent to our group like they used to, where we were able to hand off conversations to team members. Outgoing seems to always work and our Flowroute SMS logs show us everything is coming and going, just 3CX not delivering.

I'm not happy with the way 3CX has decided to flippantly tell everyone it's their problem. It's not our problem, it's 3CX's problem and they're not lending any help. Very disappointed with this update.

The fact that you receive spam has nothing to do with 3CX FYI.

As for routing, messages now follow the inbound rules for each DID, so if your number goes to an IVR, messages are ignored (U6 has a fix for this, where you can choose to forward SMS to the IVR to another group/user.

 

[mhemmes_ffdyn]

The fact that you receive spam has nothing to do with 3CX FYI.

As for routing, messages now follow the inbound rules for each DID, so if your number goes to an IVR, messages are ignored (U6 has a fix for this, where you can choose to forward SMS to the IVR to another group/user.

Like I said before, everything is setup as prescribed, including not routing to an IVR, we route to a call queue. I mentioned the spam messages to indicate how some messages are getting through, not that spam is 3CX’s fault.

But that brings up another good point. What happens when we want to route to a call queue during the day and an IVR at night? Which route does SMS follow, just during office hours, both during and outside hours?

I love 3CX and won’t be changing anytime soon, but let’s not fanboy these issues away. There’s a major problem with the Update 5 implementation of SMS.

SMS should be handled and configured separately like it was before, no reason it should be married to the trunk, SMS management is a mess right now.

 

[ETSJPM]

I updated 3CX to 18.0 (Build 861) to see if I can get SMS working. I reviewed the SMS setup guide provided by Charles_3CX in another thread on setting SMS in U6.

https://www.3cx.com/docs/manual/sms-text/

The guide does not appear to match the version of 3CX I am running. I do not see any options listed to specifically route SMS messages in either the SIP trunk setting or in the inbound rules. I can only route calls. My DID for SMS is not linked to an IVR. In step 4 I do not have an option to enable SMS for individual users. I can however send outbound messages without issue. I am still unable to receive inbound messages. 3CX does not log the reception of any inbound SMS message.

Would it be possible to get an updated version of the SMS setup documentation that specific to 18.0 (Build 861)?

 

[YiannisH_3CX]

Would it be possible to get an updated version of the SMS setup documentation that specific to 18.0 (Build 861)?

The guide will be updated with the release of Update 6.

In step 4 I do not have an option to enable SMS for individual users. I can however send outbound messages without issue.

The ability to send is now done automatically. If you have a DID assigned to your extension then you can use the trunk to also send SMS. If you have multiple numbers / trunks then you will get a drop down menu to select which number / trunk to send SMS from.

I am still unable to receive inbound messages. 3CX does not log the reception of any inbound SMS message.

Make sure that your webhook of the PBX is correct in the Wavix portal. If there is nothing logged in the PBX then the message might not be arriving to the PBX.
Also check your destination. The SMS will be delivered to the destination of your inbound rule or main trunk number unless you have routed calls to an IVR where you can set up specific destinations for SMS from the webclient options.

 

[ETSJPM]

I solved the issue. I looked though the setup again and found the webhook URL was incorrect. I used the correct webhook and SMS messages flow in both directions without issue. I found the webhook is specific to the SIP trunk in 3CX, and they cannot be reused for another trunk.

 

[YiannisH_3CX]

Glad to see the issue has been resolved