Unusual Twillio SMS Integration Issue

[ryant]

Hi All,

We've suddenly started experiencing an issue with the Twillio SMS integration in our internal 3CX PBX.
This seems to keep 'breaking' where the SMS integration remains enabled, and the Twillio SIP trunk still routes voice calls, but we suddenly lose all ability to use the SMS feature via any of the apps (it doesn't even show the 'Send SMS' buttons).
Verifying the Twillio connectivity is successful and completely setting up the Twillio connection from scratch gets it working for a day or two before it stops again.
We have run all available updates on the PBX (and are running V20).

Has anybody come across this before, or have any suggestions on what to try next?

Thanks in advance.

 

[BrunoI_3CX]

Since you mentioned that the Twilio SMS integration seems to be "breaking", do you find any changes within the provider's configuration?

Are you using the default template or a custom modified template for this provider?

 

[ryant]

Hi Bruno,

Thanks for your reply - I don't believe Twillio has made any changes but I could be wrong.
We're using the 'official' automatic integration / setup outlined here - https://www.3cx.com/docs/sip-trunk/twilio/

I can see we do have a Template called twillioauto - I'm presuming this is automatically imported as part of the above but as I didn't do the initial setup, I may be mistaken, so please correct me if so and I'll get in touch with Twillio to see if there is a new template we need to manually import.

This may be a stupid question so apologies if so - how would I check which template the Twillio trunk is actually using, in case it's potentially trying to use one of our others?

Since you mentioned that the Twilio SMS integration seems to be "breaking", do you find any changes within the provider's configuration?

Are you using the default template or a custom modified template for this provider?

 

[BrunoI_3CX]

Regarding the question about configuration changes, we would like to clarify whether, when the issue occurs, you are still able to see the complete configuration across all tabs for this provider, or if any information appears to be missing.

Regarding the template in use, the recommended approach is to compare the currently applied template with the default provider template, in order to confirm that no modifications have been made to the one in use.

That said, we would suggest opening a support ticket so we can review the configuration in detail and check the PBX logs in case the issue occurs again.

 

[ryant]

Regarding the question about configuration changes, we would like to clarify whether, when the issue occurs, you are still able to see the complete configuration across all tabs for this provider, or if any information appears to be missing.

Regarding the template in use, the recommended approach is to compare the currently applied template with the default provider template, in order to confirm that no modifications have been made to the one in use.

That said, we would suggest opening a support ticket so we can review the configuration in detail and check the PBX logs in case the issue occurs again.

Thanks for clarifying, Brunol.

When the issue occurs, all information remains populated under the Twillio integration settings, including SMS enablement being ticked.
Simply unticking it and re-ticking it does not resolve the issue, we have to completely wipe the configuration and re-start the auto setup process. Once re set-up, SMS is available again for anywhere from 24 - 48 hours until stopping again.

When the issue occurs, using the 'verify connection' feature under the integration succeeds, and voice traffic is still correctly able to route via the Trunk.

We have now compared the template being used on the trunk (autotwillio) to the Twillio provider template and confirmed that we haven't made any changes to this.

In regard to opening a support ticket - we were kindly referred here by Paul Clark as due to the small number of staff in our business, we only use a 4SC (paid, not free) internally meaning we're seemingly no longer eligible for official support on our internal PBX.
We extremely appreciate your help so far.

 

[KyriacosS_3CX]

Hi,

Firewall check is green? The server on which the PBX is at the very least on the minimum required specs and has enough disk space? Is the server time accurate?

 

[YiannisH_3CX]

but we suddenly lose all ability to use the SMS feature via any of the apps (it doesn't even show the 'Send SMS' buttons).

If the SMS is enabled in the trunk settings and the DID routes correctly to you or a Queue you are a member off the you should have the "Send SMS" option available either SMS is working or not.
When the issue happens again check the Audit log and see if someone made any changes to the trunk or routing or DIDs.