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SMS Campaign Registration: Assigned Phone Numbers Sync Issue

Objective

8x8 has discovered that some user phone numbers with approved SMS Campaigns did not get associated correctly with the backend system, even though it is displaying as such in Admin Console. The quickest way to resolve this is by re-associating the number to the campaign using one of the following two methods outlined below. Once the completion of these steps is done it may take up to 24 hours for all the changes to become effective with the mobile carriers. 
IMPORTANT: Disabling and re-enabling a number for SMS could result in a temporary service interruption of up to a couple of hours, where the Status will show as Pending. During this time, you will be unable to send or receive SMS. It's advisable to schedule this action for a time when it will cause the least disruption.

Applies To

  • SMS
  • SMS Campaigns
  • 8x8 Admin Console

Procedure with full instructions:

Disable or Re-enable Individual Users SMS from the Users Page

  1. Log in to 8x8 Admin Console.
  2. In Home, click Users.
  3. Click Edit (pencil icon) to edit the profile of an individual user.
  4. Click SMS enabled numbers on the left-side navigation menu.

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  5. Click the toggle next to SMS Enabled to the "off" position and hit Save.
    1. The Status column will display Pending for each selected user until the background process is complete.
    2. Once the carrier has processed the change, the Status in the individual user's profile will appear as Disabled or blank.
  6. Click the toggle next to SMS Enabled to the "on" position and hit Save.
    1. The Status column will display Pending for each selected user until the background process is complete.
    2. Once the carrier has processed the change, the Status in the individual user's profile will appear as Enabled

Disable/Re-enable SMS for One or More Users from the SMS Page

You can disable individual or multiple users from the SMS page in Admin Console.
  1. In 8x8 Admin Console > Home > Phone System.
  2. Select SMS.

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  3. Scroll down to Your SMS enabled phone numbers to see a list of 8x8 Work users who currently have SMS enabled on your service.
    1. WARNING: Above the Your SMS enabled phone numbers section is a button labeled as "Deactivate campaign", this option is only intended if your organization is no longer interested in using 8x8 for your SMS functionality. Deactivated campaigns cannot be recovered. The deactivation request is immediately sent to multiple external partners, such as The Campaign Registry and SMS/Mobile carriers, so we are unable to revert this action.
      Campaign deactivation will immediately disable SMS for ALL phone numbers that currently have SMS capability enabled.
  4. Locate the required user(s) and click the check box next to the name of each person you are disabling. The More button will appear at the top-right once at least one user has been selected.
  5. Click the More button and select Un-assign and disable SMS. This action is immediate, with no prompt to confirm the action.
    1. The Status column should display Pending for each selected user until the background process is complete.
    2. Refresh your Admin Console web browser tab to update the display. Once the process is complete, the user will no longer appear on your list.

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  6. Once the changes have been saved and processed by the carrier:
    • The phone number will disappear from the Your SMS enabled phone numbers list.
    • Each affected phone number's Status in the individual user's profile will appear as Disabled or blank.

      clipboard_ead12ca5dfc1b8fcfaeb51105d6db3b5d.png
  7. After the impacted numbers are removed, re-add them to the campaign inside the same section using the + Enable phone numbers button.
    • To enable phone numbers, enter numbers in E164 format (e.g., +18888988733) and hit the enter key. Continue to enter numbers in this format until all users' numbers have been added, and hit Enable.
    • The Status column will display Pending for each selected user until the background process is complete.
    • Once the carrier has processed the change, the Status in the individual user's profile will appear as Enabled

Additional Information