Some SMS messages not getting sent

Questions and answers about IVR programming for Plum DEV

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jparnell

  • Posts: 38
  • Joined: Wed Aug 22, 2018 12:45 pm

Some SMS messages not getting sent

PostThu May 16, 2019 7:12 pm

Hello,

We have encountered a strange issue. We are attempting to send the following string as SMS (without the quotes):

"MedImpact Direct: You have 3 new prescription(s). Reply FILL ALL to fill all. Reply LIST for drug names. HELP for info. STOP to opt out."

Something about this message is causing a problem. It is not the length (we can send longer messages) and it is not the parenthesis. When we send this string, the API responds that it was queued successfully, and the Dev interface shows a status of SENT. However, we never receive the message to our phones.

We have changed "prescription(s)" to "Rx(s)" and it is working. But this causes us to wonder why this is failing and what other messages might fail. Can you help us investigate?
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support

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  • Location: Boston, MA

Re: Some SMS messages not getting sent

PostFri May 17, 2019 2:24 pm

Hi jparnell,

We've been performing a variety of tests using different phone types, message lengths, and versions of "prescriptions" and "rx". So far the results have been inconclusive so we've generated a couple of SMS examples that did and didn't get sent even though the result we see is "delivered". We've sent these examples to our SMS vendor to inquire what is causing some messages to go out or not. As far as we can see, there are no errors, so we'll need to rope in our SMS vendor to further investigate. Thanks for spotting that! As a work around for now- we suggest you use the version of the SMS that is known to work. We will be in touch as soon as we have more information.

Regards,
Plum Support
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support

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Re: Some SMS messages not getting sent

PostThu May 23, 2019 10:46 am

Hello again jparnell,

We received an update from our vendor that they are escalating this reported issue to their carrier. Once we hear from them, we will update you with any new information.

Regards,
Plum Support
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support

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Re: Some SMS messages not getting sent

PostTue May 28, 2019 12:14 pm

Hello jparnell,

We received word from the vendor but while the response was helpful, it looks like we aren't any closer to determining why a message will or will not be received depending on the content.

According to our SMS vendor, there is some filtering involved but on a carrier-by-carrier basis. Please see their response below:

"Thank you for your patience.
The carrier has reverted that the message was filtered by the Destination carrier due to inline filtering.
Unfortunately, we do not have any visibility on what was being blocked by the destination carrier."

Our suggestion is to continue using proven words that send successfully but keep in mind that destination carriers might still filter messages which is outside our control.

Regards,
Plum Support
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jparnell

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  • Joined: Wed Aug 22, 2018 12:45 pm

Re: Some SMS messages not getting sent

PostTue May 28, 2019 7:20 pm

Thank you for this response. We will continue to experiment with different messages and make sure to use messaging which will be delivered on a variety of carriers.

As a side note, I did not receive an email when this topic received a reply, even though I am subscribed to the topic. I think your mail server does not like our domain. This used to work so I'm not sure what changed. Thanks.
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ajain

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  • Joined: Thu Aug 01, 2019 6:57 am

Re: Some SMS messages not getting sent

PostThu Aug 01, 2019 7:04 am

Hi,

I have faced one major for Send SMS using PLUM Dev,
"https://hosting.plumvoice.com/ws/sms/queue.xml"
I have used this url and use my Login credential, but when i send SMS using this then "Invalid Account" message showing.

Please help me out.

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