SMS not working for main company line

Hello! We requested to have our main company phone number (714-274-7577) to the High Volume API but it was not working correctly for us. Our main company phone number was de-provisioned from the High Volume API, but we have been without SMS privileges for our main company phone line since last Wednesday, May 31st. We cannot send or receive any SMS messages from our main line, and can verify via the SMS log nothing is coming in or going out from the main line. We've had the TCR registration and association to the campaign complete for over two months, so that is not the issue.

We had support tickets input, we are told 24-48 hours, and then they have been closed without getting resolved. I spoke to an RC agent yesterday morning and they mentioned the permission set wasn't right, fixed it, and it worked for an hour. Then another RC agent logged in, removed our number from the TCR campaign and we had to restart the process. It has now been "Enabled" with our TCR campaign but we are still unable to send or receive SMS messages via our API (and it does not populate anything in the call log).

We receive this error from trying to send a text message:

This is the output from calling the RC endpoint:
[1] => staClass Object

[features] => Array

[0] => CallerId

[1] => A2PSmsSender

[uri] => https://platform.ringcentral.com/restapi/v1.0/account/

[id] => 1457935021

[phoneNumber] => +17142747577

[paymentType] => Local

[location] => Huntington Beach, CA

[type] => VoiceFax

[usageType] => MainCompanyNumber

[status] => PortedIn

[country] => stdClass Object

[uri] => https://platform.ringcentral.com/restapi/v1.0/dictionary/country/1

lid! =>

1

[name] => United States

/phone-number/1457935021

[primary] =>

---

I believe we need the permission set to read "SmsSender" compared to "A2PSmsSender" but otherwise we aren't sure why it's not working. This has had a significant impact on our business being down since Wednesday, so any help would be sincerely appreciated. Thank you for your time and assistance!

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Having a look at your number, I see it is still provisioned for HV SMS. Your question is a little bit confusing as you wrote this

"We requested to have our main company phone number (714-274-7577) to the High Volume API but it was not working correctly for us. Our main company phone number was de-provisioned from the High Volume API ..."

So you requested to provisioned the number and your number was de-provisioned???

Since your number is still a HV SMS number (A2PSmsSender), can you call the HV SMS API to send messages or not?

Also you wrote "We had support tickets input, we are told 24-48 hours, and then they have been closed without getting resolved ...". What is the ticket number?

Hi Phong, thank you for the response! We managed to get it working with the High Volume API after some work with our Engineering team and figuring that it was properly configured for High Volume, but not the regular Enhanced Business SMS.

We originally asked to have it provisioned for High Volume, we had issues with it not working starting on May 31st, ask for it to be reverted back to Enhanced Business, it was still not working until yesterday morning (June 5th) when an agent managed to edit some settings on the backend for it to finally work (regular, not High Volume). Then like I mentioned, an agent removed our number from the TCR registration de-provisioning it about an hour after we finally got it working.

Since we resolved this internally, the cases don't particularly matter anymore unless an agent logs back in now and de-provisions our number again. But the specific cases that were closed prior to resolution were: 18829960 and 18841664

Thanks again for your assistance Phong!

Thanks for the clarification! Let me internally and get someone to look into your case to resolve the problem.

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