Merge pull request #231154 from Prakulka/master

TFV Updates

Author: v-dirichards

articles/communication-services/concepts/sms/concepts.md

@@ -2,12 +2,12 @@
 title: SMS concepts in Azure Communication Services
 titleSuffix: An Azure Communication Services concept document
 description: Learn about Communication Services SMS concepts.
-author: tophpalmer
-manager: chpalm
+author: prakulka
+manager: sundraman
 services: azure-communication-services
 
-ms.author: chpalm
-ms.date: 06/30/2021
+ms.author: prakulka
+ms.date: 03/20/2023
 ms.topic: conceptual
 ms.service: azure-communication-services
 ms.subservice: sms
@@ -40,3 +40,4 @@ The following documents may be interesting to you:
 - Get an SMS capable [phone number](../../quickstarts/telephony/get-phone-number.md)
 - Get a [short code](../../quickstarts/sms/apply-for-short-code.md)
 - [Phone number types in Azure Communication Services](../telephony/plan-solution.md)
+- Apply for [Toll-free verification](./sms-faq.md#toll-free-verification)

articles/communication-services/concepts/sms/media/tf-status-blue.png

@@ -0,0 +1,91 @@
+---
+title: Toll-free verification guidelines
+titleSuffix: An Azure Communication Services concept document
+description: Learn about how to fill the toll-free verification form
+author: prakulka
+manager: sundraman
+services: azure-communication-services
+
+ms.author: prakulka
+ms.date: 03/15/2023
+ms.topic: conceptual
+ms.service: azure-communication-services
+ms.subservice: sms
+ms.custom: references_regions
+---
+# Toll-free verification guidelines
+
+In this document, we review the guidelines on filling out an application to verify your toll-free number. For detailed process and timelines toll-free verification process, check the [toll-free verification FAQ](./sms-faq.md#toll-free-verification). The toll-free verification application consists of five sections:  
+
+- Application Type  
+- Company Details  
+- Program Details  
+- Volume  
+- Templates  
+
+## Application type  
+### Country or region  
+ Primary location your toll-free number is used to send messages to. Toll-free numbers are domestic within North America region. Your newly acquired toll-free number can only send messages to US, PR, and CA (regardless of where it's acquired for).
+
+### Associated phone number(s)  
+
+This drop down displays all the toll-free numbers you have in the Azure Communication Services resource. You're required to select the toll-free numbers that you would like to get verified. If you don't have a toll-free number, navigate to the phone numbers blade to acquire a toll-free number first.  
+
+### Are you using more than one sending phone number? 
+
+If you're using multiple sending numbers for the same use case, justify how you're using the multiple numbers. If you need multiple numbers for multiple environments (development, QA, production), state that here.
+
+## Company details  
+You need to provide information about your company and point of contact. Status updates for your short code application are sent to the point of contact email address.
+
+## Program content
+Message Senders are required to provide detailed information on the content of their SMS campaign and to ensure that the customer consents to receive text messages, and understands the nature of the program.
+
+### Program description
+You need to describe the program for which the toll-free number is used to send SMS. Include who will be receiving the messages and frequency of the messages.
+
+### Opt-in 
+
+The general rule of thumb for opt-in are:  
+- Making sure the opt-in flow is thoroughly detailed.  
+- Consumer consent must be collected by the direct (first) party sending the messages. If you're a third party helping the direct party sending messages  
+- Ensure there's explicitly stated consent disclaimer language at the time of collection. (that is, when the phone number is collected there must be a disclosure about opting-in to messaging). 
+- If your message has Marketing/Promotional content, then it must be optional for customers to opt-in  
+
+ Here are some tips on how to show the proof of your opt-in workflow:
+
+### Opt-in URL
+
+|Type of Opt-In| Tips|
+|--------------|-----|
+|Website       | Screenshots of the web form where the end customer adds a phone number and agrees to receive SMS messages. This screenshot must explicitly state the consent disclaimer language at the time of collection|
+|Keyword or QR Code Opt-in| Image or screenshot of where the customer discovers the keyword/ QR Code in order to opt-in to these messages|
+|Verbal/IVR opt-in|Provide a screenshot record of opt-in via verbal in your database/ CRM to show how the opt-in data is stored. (that is, a check box on their CRM saying that the customer opted in and the date) OR an audio recording of the IVR flow.|
+|Point of Sale | For POS opt-ins on a screen/tablet, provide screenshot of the form. For verbal POS opt-ins of informational traffic, provide a screenshot of the database or a record of the entry. |
+|2FA/OTP| Provide a screenshot of the process to receive the initial text.|
+|Paper form | Upload the form and make sure it includes XXXX. |
+
+ ## Volume 
+
+### Expected total messages sent
+In this field, you're required to provide an estimate of total messages sent per month.
+
+## Templates
+Message senders are required to disclose all the types/categories of messages with samples that are sent over the toll-free number.
+
+#### Examples
+- Contoso Promo Alerts: 3 msgs/week. Msg&Data Rates May Apply. Reply HELP for help. Reply STOP to opt-out.
+- Contoso: Your reservation has been confirmed for 30th February 2022. Txt R to reschedule. Txt HELP or STOP. Msg&Data rates may apply.
+
+ ## Next steps
+
+> [!div class="nextstepaction"]
+> [Acquire a toll-free number](../../quickstarts/telephony/get-phone-number.md)
+
+> [!div class="nextstepaction"]
+> [Apply for a short code](../../quickstarts/sms/apply-for-short-code.md)
+
+The following documents may be interesting to you:
+
+- Familiarize yourself with the [SMS FAQ](./sms-faq.md#toll-free-verification)
+- Familiarize yourself with the [SMS SDK](../sms/sdk-features.md)

articles/communication-services/concepts/sms/sms-faq.md

@@ -0,0 +1,82 @@
+---
+title: Apply for toll-free verification
+titleSuffix: An Azure Communication Services quickstart 
+description: Learn about how to apply for toll-free verification
+author: prakulka
+manager: sundraman
+services: azure-communication-services
+
+ms.author: prakulka
+ms.date: 03/16/2023
+ms.topic: quickstart
+ms.service: azure-communication-services
+ms.subservice: sms
+ms.custom: mode-other
+---
+# Quickstart: Apply for toll-free verification
+Get started with reliable SMS service using toll-free numbers by submitting a toll-free verification. Toll-free verification maximizes deliverability of messages with low to no traffic filtering.
+
+## Prerequisites
+- [An active Communication Services resource.](../create-communication-resource.md)
+- [An SMS-enabled toll-free number](../telephony/get-phone-number.md)
+  
+### What is toll free verification?
+The toll-free verification process ensures that your services running on toll-free numbers (TFNs) comply with carrier policies and [industry best practices](../../concepts/sms/messaging-policy.md). This also provides relevant service information to the downstream carriers, reduces the likelihood of false positive filtering and wrongful spam blocks. For detailed process and timelines toll-free verification process check the [toll-free verification FAQ](../../concepts/sms/sms-faq.md#toll-free-verification).
+
+Verification is **required** for best SMS delivery experience.
+
+## Submit a toll-free verification
+To begin toll-free verification, go to your Communication Services resource on the [Azure portal](https://portal.azure.com).
+
+:::image type="content" source="./media/apply-for-toll-free-verification/manage-phone-azure-portal-start-1.png"alt-text="Screenshot showing a Communication Services resource's main page.":::
+
+## Apply for a toll-free verification
+Navigate to the Regulatory Documents blade in the resource menu and click on "Add" button to launch the toll-free verification application wizard. For detailed guidance on how to fill out the program brief application check the [toll-free verification filling guidelines](../../concepts/sms/toll-free-verification-guidelines.md). 
+
+:::image type="content" source="./media/apply-for-toll-free-verification/regulatory-screen-1.png" alt-text="Screenshot showing Regulatory Documents Blade.":::
+
+A toll-free verification application consists of the following five sections:
+### Application type
+You first need to choose country/region and toll-free numbers you would like to get verified. If you have not acquired a toll-free number, then you need to first acquire the number and then come back to this application. If you have selected more than one toll-free number to verify, you need to provide justification on how the multiple numbers are used for the campaign. 
+
+:::image type="content" source="./media/apply-for-toll-free-verification/regulatory-screen-2.png" alt-text="Screenshot showing Application type section." lightbox="./media/apply-for-toll-free-verification/regulatory-screen-2.png":::
+
+### Contact details
+This section requires you to provide information about your company and point of contact in the case we need additional information for this application.
+
+:::image type="content" source="./media/apply-for-toll-free-verification/regulatory-screen-3.png" alt-text="Screenshot showing contact details section." lightbox="./media/apply-for-toll-free-verification/regulatory-screen-3.png":::
+
+### Program content
+This section requires you to provide description of the SMS campaign, opt-in method (how you plan to get consent from the customer to receive SMS), and screenshots of the selected opt-in method.  
+
+:::image type="content" source="./media/apply-for-toll-free-verification/regulatory-screen-4.png" alt-text="Screenshot showing Program content section." lightbox="./media/apply-for-toll-free-verification/regulatory-screen-4.png":::
+
+### Volume details
+This section requires you to provide an estimate of the number of messages you plan on sending per month.
+
+:::image type="content" source="./media/apply-for-toll-free-verification/regulatory-screen-5.png" alt-text="Screenshot showing Volume details section." lightbox="./media/apply-for-toll-free-verification/regulatory-screen-5.png":::
+
+### Template information
+This section captures sample messages related to your campaign. Provide samples of each type of message you are sending out to recipients.
+
+:::image type="content" source="./media/apply-for-toll-free-verification/regulatory-screen-6.png" alt-text="Screenshot showing Template details section." lightbox="./media/apply-for-toll-free-verification/regulatory-screen-6.png":::
+
+### Review 
+Once completed, review the toll-free verification details and submit the completed application through the Azure portal. 
+
+:::image type="content" source="./media/apply-for-toll-free-verification/regulatory-screen-7.png" alt-text="Screenshot showing review section." lightbox="./media/apply-for-toll-free-verification/regulatory-screen-7.png":::
+ 
+This program brief is automatically sent to the toll-free messaging aggregator for review. The toll-free aggregator then reviews the details of the toll-free verification application, a process that can typically take between 5-6 weeks. Once they approve the application, you are notified via application status change in the Azure portal. You can now start sending and receiving messages with low filtering on this toll-free number for your messaging programs.
+
+## Next steps
+
+> [!div class="nextstepaction"]
+> [Check guidelines for filling a toll-free verification application](../../concepts/sms/toll-free-verification-guidelines.md)
+
+> [!div class="nextstepaction"]
+> [Send an SMS](../sms/send.md)
+
+The following documents may be interesting to you:
+
+- Familiarize yourself with the [SMS SDK](../../concepts/sms/sdk-features.md)
+- Familiarize yourself with the [SMS FAQ](../../concepts/sms/sms-faq.md)