CRM Phone System - Error Code and Warning Dictionary

What is the CRM Phone System Error Code and Warning Dictionary?

The CRM Phone System generates specific error codes and warnings when messaging actions fail. These codes help identify the root causes of delivery issues. By understanding and using this dictionary, you can diagnose problems accurately, reduce support wait times, and maintain effective communication with your contacts. Below is a complete list of CRM Phone System error codes along with their meanings, common causes, and actionable solutions to help you troubleshoot messaging issues efficiently.

21211: Invalid 'To' Phone Number

You attempted to initiate an outbound phone call or send a message, but the To phone number you supplied was not a valid phone number or was incorrectly formatted. The CRM accepts phone numbers in E164 format: [+] [country code] [subscriber number including area code].

Possible Causes:

• The formatting of the To number you supplied was invalid.
• You attempted to send a message or place a call from a CRM number to itself.
• You attempted to send a message to a Short Code.
• You attempted to send a message to an Alphanumeric Sender ID.
• You attempted to send a message to a To number with an invalid prefix using a Messaging Service.

Possible Solutions:

• Ensure you have formatted your phone numbers in E164 format: [+] [country code] [subscriber number including area code].
• Ensure you have used the correct country calling code for the phone number you are calling.
• Ensure you are not attempting to call or message from a CRM number to itself.
• Ensure you are not attempting to send messages to Short Codes or Alphanumeric Sender IDs.
• Review the 'To' number for any typos or incorrect input methods.
• When sending messages using a Messaging Service, remove the prefix and send directly to the To number using E164 format.

21408: Your account is not allowed to send SMS to this country or region

You have attempted to send an SMS or MMS to a region that has not been enabled in your account. These settings exist to help you ensure you only send SMS or MMS to the countries or regions you operate in, and avoid unexpected charges.

Possible Causes:

• You have attempted to send an SMS or MMS to a region that has not been enabled in your account.
• You have attempted to send a message to a region not supported by the CRM Phone System.

Possible Solution:

• If you wish to send messages to this region, please contact Support.

21614: 'To' number is not a valid mobile number

You have attempted to send an SMS with a 'To' number that is not a valid mobile number. It is likely that the number that you have specified is a landline number or is an invalid number.

Possible Causes:

• The number you provided may be a landline number.
• The number you provided may be invalid or formatted incorrectly.
• If you are attempting to send SMS to Internet of Things (IoT) or machine-to-machine (M2M) numbers, the numbers may use a non-standard format that the CRM has not added to its number validation system yet.

Possible Solutions:

• Confirm that the number you are sending to is not a landline.
• Please verify you have provided a valid mobile number in proper E.164 format.
• If you are attempting to send SMS to an IoT or M2M number, check whether the number format is different from the standard mobile numbers in that country or locality.
• If you believe this is the issue, please contact Support for assistance.