Unable to see SMS unless Assigned DID is added to User

[Clark-Ritchotte]

Hello Community!

So today, we came across the weird issue where we have a customer using flowroute as their carrier. We just ported all of their numbers over and set SMS up, and for some reason, when it's a shared queue, a user needs to be assigned the did before they can see the SMS. However, previously you used to be able to assign the route to an IVR>Queue. Then everyone in that queue would be able to see the SMS until someone picked it up, but now, for some reason, SMS to IVR>Queue isn't working unless the user is assigned the did. Does anyone know if this is currently a bug or have ever experienced this before?

 

[SweetAction]

If the user is a member of the queue and the DID is assigned to the Q, the user should be able to see the SMS (until it's assigned to a user).

If you can't and have verified the above, I would start a case with 3CX as it would be a bug.

Note the user has to be a member of the queue directly and not something like a queue that overflows to another queue.

Is it possible the SMS conversation is already assigned to another user? You can see this in verbose logs if need be, they need to mark it dealt with.

 

[Clark-Ritchotte]

Yeah, thats what i thought too, So i created a test user and a new queue. I then added my test user and the customer's user to the new queue and updated the SMS routing to the new queue, and nothing, but when I assigned the number to my test user, i could see the SMS, but the other user couldn't, lol.

 

[SweetAction]

Honestly I would turn on verbose logging and check the logs

 

[YiannisH_3CX]

Yeah, thats what i thought too, So i created a test user and a new queue. I then added my test user and the customer's user to the new queue and updated the SMS routing to the new queue, and nothing, but when I assigned the number to my test user, i could see the SMS, but the other user couldn't, lol.

I think you might have routing issues so the SMS does not match the DID assigned to the IVR-->Queue.

To test this:
Set your main trunk number destination in your trunk settings to "End Call"
Create an Inbound rule for a number and direct it to the Queue directly.
Make a call to that number and see if the queue works.
If it does ring then try SMS.
If it does not then you will need to adjust your DID number format. If it's a newly created trunk then your numbers should be in the +E164 number format.