Outbound SMS are not received on the cell phone

Proposed Solution

Procedure

From the EPM menu, select Real-Time Monitoring > System Monitor.

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.

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.
Check if the SMS processor received a request to submit a message to 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 for the word sendSMS in /opt/Avaya/ExperiencePortal/VPMS/logs/avaya.sms.log. For example:
  
  @2013-10-03 09:45:39,034||FINE|avaya.smsbrowser.SMSBrowser|VoicePortal|TP-Processor35| SMSBrowser:sendSms [from,to]=14085551212,14085551313|####
4. If the message was sent using the Application Interface web service, search for the word SmsService.sendSms in avaya.sms.log. For example:
  
  @2013-10-03 09:45:39,034||FINER|sms.service.SmsService|VoicePortal|TP-Processor35|SmsService.sendSms [requestId: AuxiliaryEPM-1380818739033-60; app: 4:PlayGame559; from: 14085551212; to: 14085551313; sessionId: 123; ucid: 10003000581380818739; params: RequestId=AuxiliaryEPM-1380818739033-60;SessionId=123;UCID=10003000581380818739]|####

If a sendSMS request was not logged, proceed to the next step. If a sendSMS request was logged, the provider must respond within 2 minutes with a status.

Search for outboundResponse in avaya.sms.log. For example:

@2013-10-03 11:02:59,468||FINEST|sms.core.MessageProcessor|VoicePortal|pool-15-thread-1|MessageProcessor.outboundResponse: Response [1244]: requestId = PrimaryEPM-1380823379438-2; messageId = 4; status = 0; success = true|####

	Note:
	Any non-zero status value indicates a problem. Contact your SMSC provider for the meaning of their status code. You can also view this status value by running a Contact Detail report on the EPM and selecting the Message Status column. A status of -1 indicates that no response was received from the provider within 2 minutes. Contact your SMSC provider for such issues.

Check if the Application Interface Web service received a request to submit an SMS.
1. View the activity and error log from /opt/Avaya/ExperiencePortal/VPMS/logs/avaya.appintfservice.log.
2. Ensure that the sending application is correctly configured to call the Web service.
  
  For more information about Application Interface Web service, see Administering Avaya Experience Portal.