Solved User unable to receive SMS over one number

[Robert McKeever II]

Hey 3CX Community,

Our phone system has 2 SMS numbers we use to receive MFA codes for shared accounts we use in our MSP.

One user stated that he is unable to receive messages over one of the numbers, while the entire company around him can get messages on that number. The second number works without trouble.

I can't find a reason why one number would be restricted from him when they are the same queue, and he is on that queue. This was a problem in v18 and is now a problem in v20 latest as we just upgraded to it Tuesday night.

Thoughts/ideas to try?

 

[TheodorosG_3CX]

The SMS is routed to a Queue however this extension was added afterwards and those SMS are still open conversations?

 

[Robert McKeever II]

Yes, however we do this with other employees and there are no issues for them.

We follow our SOP of adding users into the system and this is the only complaint we have of this from one user. As a reminder, he is able to get SMS over one of our numbers, but not the second one that belongs in the same queue.

The number on the left is the one that doesn't work for the one user. All other 40+ users of our company don't have this issue.

 

[Robert McKeever II]

I should add - we use VoxTelesys for services and have validated all functionality is working as expected from them.

 

[TheodorosG_3CX]

Ensure on your testing that number you use for testing does not have an open conversation.
If so press th Dealt With option on your web client and make another test.

 

[Kevin@voxtelesys]

Hi @Robert McKeever II,
If you want to DM me the number or ticket number we can take a look as well, we are starting to see some messages fail if not associated with a campaign.

Note that what Theodoros said happens quite a lot, the message was taken by another user so they no longer follow the queue rules, to test that you can start a new outbound message to the number that is messaging you, if you get an error that a chat already exists then someone took the chat.

 

[Robert McKeever II]

Hi @Robert McKeever II,
If you want to DM me the number or ticket number we can take a look as well, we are starting to see some messages fail if not associated with a campaign.

Note that what Theodoros said happens quite a lot, the message was taken by another user so they no longer follow the queue rules, to test that you can start a new outbound message to the number that is messaging you, if you get an error that a chat already exists then someone took the chat.

Hey @Kevin@voxtelesys,

I've opened support tickets with your team. The most that usually is done from your end is that you reset the SMS functionality on the number, which then fixes it to the server. But even after this, the single user that I am mentioning, is still unable to receive messages over the one specific DID.

If you still want to take a look and double-check everything, let me know and I'll call today.

 

[Robert McKeever II]

Hey @Kevin@voxtelesys,

I've opened support tickets with your team. The most that usually is done from your end is that you reset the SMS functionality on the number, which then fixes it to the server. But even after this, the single user that I am mentioning, is still unable to receive messages over the one specific DID.

If you still want to take a look and double-check everything, let me know and I'll call today.

@Kevin@voxtelesys,

I sent you a DM with the info you requested anyway. Let me know if you'd like any more details or info.

Any help is appreciated.

 

[Kevin@voxtelesys]

@Kevin@voxtelesys,

I sent you a DM with the info you requested anyway. Let me know if you'd like any more details or info.

Any help is appreciated.

Responded to DM

 

[Robert McKeever II]

This is solved. Voxtelesys test messages made it to the user.

Thanks everyone!