Need to Update SMS Number in Admin Panel Due To Change of Phone Number in Twilio
bug-fix released
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Alexander Laszacs
Sarah M. and her team were working to set Agua Dulce Storage up, which included setting up a number for the facility. A brand-new number was purchased in the QMS interface as this is standard practice. An 805 area code was purchased because the no numbers with the facility's area code (661) were available*. The client does not want an 805 number (doesn't make sense geographically), and it was discovered that we could just transfer the number they were already using with Cloud to their QMS account, so we did that. The number that was transferred is a 661 number. Twilio says this number should be working based on what they see on their end, but test texts from the transferred number are not being received nor are they being logged in Twilio at all.
*While the QMS interface said no 661 numbers were available for purchase, this was tested in Twilio itself and 661 numbers were available for purchase. This doesn't really have an impact on this bug, but this is just a note to development about behavior of the SMS interface that was experienced when purchasing a number.
If we need to change the number associated with the facility in Twilio, somehow we need to be able to change it in QMS.
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Miljan Kostic
bug-fix released
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Sarah McDougall
Ervin Isljami for facilities that already have a Twilio phone number before they board to QMS, how should we request that development manually assign that number in QMS?
We have another one that just came up and it's not really a bug, but please let me know if Canny is the best way for us to coordinate these requests with your team.
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Sarah McDougall
Andre Hadzi-Pavlovic please let me know what we can do as far as a process for when we need dev to manually assign the phone number because we are transferring the phone number from Cloud. Emigrant Storage - Spanish Springs is one that we will need to do this for.
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Ervin Isljami
Purchasing a phone number must be done through our software. We are not aware of changes made in Twilio if we were not the ones who initiated the action. Releasing a number from the previous software (I assume Cloud) and then purchasing it through the Twilio console will not be reflected in our system, as we do not have two-way integration with Twilio. We send and receive SMS messages only from numbers stored in our database. If a number was not purchased through QMS, it is not stored in our system and we are unaware of its existence.
In the next release, there will be an option to remove a number from a facility so you can purchase a new one. This should help prevent similar issues in the future.
On a related note, if you attempted to purchase a 661 number and none were available in our system, it's because Twilio does not allow us to purchase that number. When we forward a request, we return whatever Twilio sends back to us—we do not apply any additional filtering. If this occurs, there is nothing we can do on our end; it’s either a limitation in Twilio’s API or a bug on their side.
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Alexander Laszacs
Ervin Isljami Thank you for your response.
Is someone able to manually input the desired number into the system? If at all possible, Sarah and her team do not want to purchase a new number. They would want to use the number the client was using in Cloud.
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Ervin Isljami
Alexander Laszacs: If im not mistaken that number was purchased by someone via Twilio console. It's +1 (661) 362 8850 and we added it manually in our system. On the next release you can expect a functionality to release (remove) a number from a facility on admin portal. If you want us to assign a different number in the meantime we can do it. Im not sure which number was previously used so we assigned the one that was purchased through twilio console.
Please let me know if you need another number since we can easily add it.
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Alexander Laszacs
Ervin Isljami
Thanks Ervin, manually assigning the number fixed the issue and texting is now working.
For future conversions from Cloud to QMS, we will want to transfer the existing number facilities are using for texting rather than purchasing a new one. What is the best process for Customer Success to request that development manually assign the SMS number?
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Tony Gardner
bug-verified
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Alexander Laszacs
Tony Gardner April Lee Andre Hadzi-Pavlovic