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  • 1.  Certain recipients not receiving SMS from staff

    Posted 01-05-2023 11:33
    We have multiple staff having issues with certain clients not able to receive or send SMS messages from 8x8 app or desktop. We can send to the same client via a personal cell number (ATT). Has anyone had this inconsistency with SMS and 8x8? All staff have an X2 license. Thanks.

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    David White
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  • 2.  RE: Certain recipients not receiving SMS from staff

    Posted 01-06-2023 05:48

    Hi David,

    Thank you for contacting the 8x8 community, and I'm sorry to hear that the SMS service is not working as expected. Can I ask if you've opened a case with our support team to have them look into the problems for you? We have a team of support experts who can help you resolve the issues. Please let us know if you require any additional assistance in filing a support case.

    Many thanks



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    Christian Augustine
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    Original Message


  • 3.  RE: Certain recipients not receiving SMS from staff

    Posted 01-06-2023 05:56
    Christian,

    Thank you for your response. Yes, I have an open ticket now with support. I was curious if other users were having any similar issues and if so the possible resolutions.

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    David White
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    Original Message


  • 4.  RE: Certain recipients not receiving SMS from staff

    Posted 01-06-2023 06:14
    Got it, Thank David.

    The issue can be unique for different users. Let's see what our team come up with. Please do not hesitate to reach out to me if you have other concerns.

    Many thanks

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    Christian Augustine
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    Original Message


  • 5.  RE: Certain recipients not receiving SMS from staff

    Posted 01-06-2023 06:16

    Hi David,

     

    We were also puzzled about this. We realized that we needed to make our users X2, per documentation. That still didn't fix the issue and we opened a case. The tech we worked with said that something had to be changed in the back end system. It wasn't clear what it was though. I was using SMS just fine as an X4 user for a long time prior to this new group of users.

     

    Eric


    Eric Nye

    ALDI Inc.
    National IT US - Networks

    1245 Corporate Blvd.
    Aurora, IL 60505

    Tel:  +1 (630) 761-6941
    Fax: +1 (630) 761-2800

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    Original Message