iphone 11 not playing alert sound nor vibrating when texts are received

My wife's iphone 11 does not play a sound when a text message is received. All settings show that for "messages" that sound is on for that ap, and that "silent mode" is off. It doesn't "vibrate" either, and that setting is on for both regular and silent modes.

There's a small icon next to the messages that has a speaker with a line through it, but have no idea what it is or why it's there.

Anyhow, need to get the sound and vibration working again -- any suggestions?

Thanks