| Doc ID |
|
SOLN386676 |
| Version: |
|
1.0 |
| Status: |
|
Published |
| Published date: |
|
17 Jun 2026 |
Details
Avaya Cloud Office: Resolving Inbound SMS Phone Numbers Stuck in "Setup in progress"
Problem Clarification
System administrators may encounter a scenario where multiple phone numbers or extensions become indefinitely frozen in the "Setup in progress" status under Phone System > Business SMS > Inbound SMS. When attempting to manually delete or clear these stuck entries from the administrator portal by selecting the numbers and clicking Remove, the system blocks the action and returns the following frontend validation error: "You can't remove number with 'Setup in progress' or 'Removal in progress' status. Please double check." Because the numbers are locked in this transitional status, administrators lack the necessary frontend permissions or portal capabilities to modify, update, or clear them independently.
Cause
This issue is caused by a synchronization failure between the carrier/telco-level provisioning state and the frontend application database. When the inbound SMS provisioning process fails to complete or accurately report its status back to the platform, the database leaves the numbers permanently flagged with a transitional status (e.g., "Setup in progress"). The application's built-in business logic and validation rules automatically restrict users from deleting any numbers actively undergoing setup or removal, resulting in a persistent frontend lock.
Solution
Because backend data validation rules prevent this issue from being resolved through the standard administration portal, the case must be escalated to Tier 3 Technical Support / Telco Operations for a backend intervention.
