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SMS Phone (AT&T) Not Receiving initial page but receives transfers

An end user has 2 devices set up in xMatters:

   SMS Phone (AT&T)- no priority threshold

   Work Email - no priority threshold

When an incident notifies the end user, it does NOT send the initial notification to the person's SMS Phone. However, it does send it to his work email. Once he acknowledges it, he receives the transfer notification to his SMS phone and work email. 

How do we fix his account so that he will receive an initial SMS page? 

Any ideas?

Please help and thank you in advance.

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