Skip to main content

Waterfall: Messages Queued for Delivery by Aggregator

MC Admin

Information

Messages sent via short code from the Waterfall Platform showed as "sent" but were delayed or not received due to being queued by the Aggregator. This KCS outlines the investigation steps, cause, and resolution of the issue.

Environment:

  • Waterfall Platform
  • Aggregator handling SMS short codes
  • Affected Short Codes: 66835, 54187
  • Date/Time: Specific incident involving 2:00 PM and 5:00 PM ET broadcasts
  • Customer-reported issue

Problem:

Client reported that scheduled messages sent from short code 66835 at 2:00 PM ET were not received by any recipients. Earlier messages (9 AM and 10 AM ET) were successfully delivered, raising concern about a possible issue with the Waterfall system or the Aggregator.

Steps to Reproduce:

  1. Schedule a broadcast message using short code 66835.
  2. Observe message delivery status from Waterfall (shows as "sent").
  3. Check recipient delivery status—messages not received.
  4. Messages from other times or different short codes were successfully received (e.g., 9 AM, 10 AM).

Resolution:

    • Internal logs confirmed messages were successfully sent from the Waterfall platform.
    • Messages were queued on the Aggregator's side with a "pending" status.
    • A ticket was opened with the Aggregator for escalation and investigation.
    • The Aggregator initially reported no widespread issues but later conducted a deeper review.
    • The root cause was identified as a temporary delay in message processing within the Aggregator's delivery queue.
    • The issue was resolved by the Aggregator and confirmed by both parties.
    • Affected messages (11:30 AM, 2:00 PM, 5:00 PM) were sent out and could not be canceled.
    • The 9:00 PM message was confirmed to be scheduled correctly and was sent without issue.
    • An Incident Report (RCA) was prepared and delivered to the client.

Root Cause:

Temporary delay in message delivery due to queuing at the Aggregator’s end, causing scheduled broadcasts to appear as delivered but not immediately received by end users.

Prevention:

    • Coordination with the Aggregator to monitor queue handling and implement quicker detection of delays.
    • Internal monitoring enhancements to detect and alert pending message delivery statuses sooner.

Keywords Waterfall: Messages Queued for Delivery by Aggregator

Solution ID

250418104615350

Last Modified Date

04/18/2025 10:51:25 AM

Renew Date

04/18/2026

Status

Published

Author

amuhaz@uplandsoftware.com

Taxonomy

      • Waterfall > Conversations
      • Waterfall > Campaigns
      • Waterfall > Reporting
      • Waterfall > RCA-Root Cause Analysis
      • Waterfall > Messaging

Collections

      • Waterfall Support

Go to Original Solution

Upland RightAnswers Portal - Version 2024R2