Application is not receiving an inbound SMS

Last Updated : Nov 10, 2021 |

Proposed solution

Procedure

  1. From the EPM menu, select Real-Time Monitoring > System Monitor.
  2. Check if the SMS processor is in the Running state.

    The System Monitor might show any of the following statuses for the SMS processor:

    • Need Configuration: SMS processor is not configured and enabled

    • Need Connection: SMS connection is not configured and enabled

    • Running: The SMS processor is connected to all SMS connections

    • Degraded: Some of the SMS connections are experiencing a connection issue. For example: Invalid credential, Firewall issue, bad IP address, and so on

    • Error: All the SMS connections are experiencing a connection issue

    Note:

    • If the System Monitor does not show an SMS processor, then check if an SMS processor is configured and enabled.

    • When multiple SMS processors are defined, ensure that the connection under test is assigned to the expected processor. You can view a list of the SMS processors and associated SMPP connections in the primary EPM web page at Home >Multi-Media Configuration > SMS. Ensure to check the log file, which is mentioned in the following step, on the correct processor.

  3. If the SMS processor is in Running state, proceed to the next step. Else, check the error log in EPM Log Viewer, from: EPM Home > System Maintenance > Log Viewer.
  4. Check if the SMS processor is receiving any message from the provider.
    1. From the EPM menu, select Home > Multi-Media Configuration > SMS > SMS Settings to view the SMS settings.
    2. Ensure that the SMS trace levels are set to finer or finest.
    3. Search /opt/Avaya/ExperiencePortal/VPMS/logs/avaya.sms.log for the word onInbound for SMPP connections or processInboundHTTP for HTTP inbound connections such as Avaya OneCloud CPaaS. For example:

      @2013-09-24 20:16:40,793||FINER|sms.core.SmppLink|VoicePortal|Receiver-10|SmppLink[ODSVSimulator].onInbound: requestId: EPM-1380079000793-42; sessionId: EPM-2013267201640-18; ucid: 10002000391380079000; seqNum: 1; from: 4085551212; to: 4085551313 |####

      @2016-07-28 10:31:00,956||FINEST|avaya.smsbrowser.PollInboundSMS|VoicePortal|SMS-Poller|processInboundHTTP: Requesting URL <https://api.zang.io/v2/Accounts/ACbf88908423893ae92688445588a843d1/SMS/Messages.json?To=17795551212&Page=0&PageSize=10&DateSent>=2017-01-27>|####

      @2016-07-28 10:31:01,823||FINEST|avaya.smsbrowser.PollInboundSMS|VoicePortal|SMS-Poller|processInboundHTTP: Received 5551 bytes|####

      @2016-07-28 10:31:01,824||FINEST|avaya.smsbrowser.PollInboundSMS|VoicePortal|SMS-Poller|processInboundHTTP: Saving SID SM22889084ef3ddc8be4c14603b9ccccaa for longcode 17795551212|####

      @2016-07-28 10:31:01,824||FINER|avaya.smsbrowser.PollInboundSMS|VoicePortal|SMS-Poller|processInboundHTTP: Read 1 new message from link Avaya OneCloud CPaaS for code 17795551212|####

  5. If the SMS processor is receiving a message from the provider, proceed to the next step. Else, run the reports from your SMSC. If the messages are arriving intermittently, you might have another connection from another EP system that is taking the message.
  6. Check, which application the message was routed to. Search for the word Seleted in avaya.sms.log. For example:

    @2013-09-24 20:16:45,510||FINER|avaya.smsbrowser.InboundMessageProcessor|VoicePortal|pool-2-thread-42|Selected app: 0:appname for TextMessage[Id=SMS-58; 4085551212->4085551313;type=normal;providerId=1;status=0]|####

  7. If the application name is correct and the application is enabled in EPM, proceed to the next step. Else, check your application configuration on the EPM, from Home > System Configuration > Applications > Change Application.

    Check the selected application, as it might have similar launch parameters.

  8. Check if the trace.log file on the application server indicates that the Orchestration Designer application was started.
    1. Set the value of Application Traces to Yes. You can view the Application Traces field under the Reporting Parameters section for application configuration on the EPM, at Home > System Configuration > Applications > Change Application
    2. Depending on the value of the trace.log file, do the following:

    OD application started?

    Resolution

    Yes

    You might have an application related problem. Add additional trace statements to the application to debug further.

    No

    Check the application URL in the application configuration section of the EPM. Click the Verify button next to the URL to ensure that the application URL is accessible from the EPM. Verify that the correct proxy server and port, if required, is configured at Home > Multi-Media Configuration > SMS > Browser Settings.