Symptom or Need

The customer reports problems sending SMS messages from the transaction.

The identified symptoms are:

• The message " Error sending SMS to destination " appears from Wolkvox Agent.
• When consuming the service directly via API, the following error is received: 404 Error - Not Found
• SMS messages are not delivered to the recipient.

Context / Scenarios

The innovation can occur in different operating scenarios:

• Sending SMS from Wolkvox Agent.
• Sending SMS messages from campaigns.
• Consuming the service via API.
• Problems related to routes, prefixes, trunks, or integration with SMS provider.
• The problem may affect one or more jobs.

Answer / Solution

You must perform a comprehensive validation of the SMS configuration and output method before escalating the case.

Minimum information to be collected

• Name of the affected operation.
• The means by which the failure occurs:
  • API.
  • Bell.
  • Wolkvox Agent.

• Percentage of impact / Number of positions affected.
• Time of the tests performed in HH:MM:SS format.

• Take a screenshot as evidence of the error.

Initial validations

1. Please confirm the following information:
   • Status of the minutes pool.
   • Balance availability.
   • Prefix configured.
   • Exit route.
   • Trunk line used.
2. Perform cross-tests:
   • Try sending the message from a different minutes bundle.
   • Try sending the message from the API, campaign, or Wolkvox Agent.
   • Try sending the message from a different operation and client.
   • Check if the problem occurs using a different trunk line.

3. Temporarily create the following data:

• New prefix.
• New route.
• New trunk line with different SIPTAR.

4. Run tests using a CHANSIP trunk to rule out SIP configuration problems.

Escalation

1. Escalate to Level 2 (support leader) with access to the Provider when:
   • Shipments do not appear in logs, in order to validate the status of shipments.
   • There are rejections from the supplier.
   • The stock exchange is active, has a balance, and the failure continues.
2. Escalate to Level 3 (CORE Team) when:
   • There are persistent errors in the API.
   • The 404 code is constantly being returned.
   • There is a suspected backend/API integration problem.
   • Verify the correct functioning of the provider's API using code with CORE.
3. Scale to Level 3 (TELCO Leader) when:

• Direct validation with the supplier is required.

Possible Causes

• Bundle of minutes without balance.
• Bag disabled or expired.
• Supplier API integration error.
• Incorrectly configured prefix.
• Incorrect SMS route.
• SIP trunk with faults.
• API endpoint resolution error (404 Not Found).
• Connectivity problems with provider.
• Inconsistent configuration between campaign, API and Wolkvox Agent.

Considerations

• The 404 Not Found error usually indicates:
  • Incorrect endpoint.
  • Service not available.
  • API integration error.
  • Invalid or unpublished URL.
• Behavior may vary depending on the shipping method used.
• Tests should be performed from different scenarios to validate whether the novelty is:
  • Operational.
  • Configuration.
  • Integration.
  • Supplier.
• Before upgrading, it is mandatory to validate the balance and status of the minutes bundle.