Inbound / Outbound SMS Troubleshooting
Table of Contents
Scope
Intended Audience: T1 and higher
The following document provides steps for troubleshooting failed inbound and/or outbound SMS. This includes identifying the sms issue, checking sms configuration, working with telco services team, and finally escalation to T3.
This case type can be worked by T1, but may need to be escalated to T2, T3, TSM, or moved to Telco Services depending on the results of testing.
Requirements
- Access to Manager Portal
- Access to ULCs
- Access to API
Identification
- Review the case for the client type (Direct/CC/CP or WLP)
- Contact the client to determine the scope of the issue:
- the DID(s) that is experiencing failed SMS
- Examples including Date, Time, and Numbers involved
- The direction of the failed SMS
- Inbound
- Outbound
- Check the domain's Inventory > SMS Numbers to ensure the affected number is assigned to the affected user or call queue
- Check the underlying carrier to see if SMS has been enabled
- Bandwidth - SMS is enabled by default
- Brightlink - SMS should be enabled by default but depending on when the number was purchased, this may not be the case. Check past tickets to confirm.
- Telnyx - SMS must be enabled by us. Check past tickets to confirm.
Inbound Troubleshooting
- Replicate the issue by sending an onnet (via the Manager Portal) and offnet (cell phone) to the affected DID and document the date/time and DID(s) involved in the testing process. If the client is a WLP, have the WLP replicate and provide us with the testing details.
- After replication, move the case to Telco Services channel to double-check if SMS is enabled for the affected DID(s).
- If Telco Services verifies that SMS is enabled on the DID(s) and moves the case back to Support, follow the Escalation Process to escalate the case to T3.
- T3 will then investigate the inbound if being received on the NS server. If the inbound SMS payload is not received, then the T3 can open a case with the Carrier. T3 will open an NS ticket if confirmed that the issue is NS
Outbound Troubleshooting
Outbound SMS issue is often caused by invalid carrier settings in the API. A quick way to fix this is bye removing the SMS from Inventory -> SMS Number, Adding the SMS number back and reassigning it to the user/queue. Once that is completed, send an Inbound SMS test to the number prior to sending an outbound SMS.
- Replicate the issue by sending an Outbound SMS onnet (Manager Portal) and offnet (cell phone) from the affected DID and document the date/time and DID(s) involved in the testing process. If the client is a WLP, have the WLP replicate and provide us with the testing details.
- If you are able to replicate failed Outbound SMS, escalate to the Technical Services Manager.
- The Technical Services Manager will verify with the ULC that the affected DID is still there and has SMS enabled.
- After checking with the ULC, the Technical Services Manager will then Verify and Update SMS/MMS Carrier and test again.
- If the DID(s) is still failing to send Outbound SMS, the case will then be escalated to T3. T3 will then investigate the logs and open an NS ticket if necessary after the issue has been replicated and logs reviewed.