Merge branch 'main' of https://github.com/MicrosoftDocs/azure-docs-pr into expandSizeCheck

Author: roygara

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

@@ -19,7 +19,7 @@ This article answers commonly asked questions about the SMS serv
 ## Sending and receiving messages
 ### How can I receive messages using Azure Communication Services?
 
-Azure Communication Services customers can use Azure Event Grid to receive incoming messages. Follow this [quickstart](../../quickstarts/sms/handle-sms-events.md) to setup your event-grid to receive messages.
+Azure Communication Services customers can use Azure Event Grid to receive incoming messages. Follow this [quickstart](../../quickstarts/sms/handle-sms-events.md) to set up your event-grid to receive messages.
 
 ### How are messages sent to landline numbers treated?
 
@@ -29,7 +29,7 @@ In the United States, Azure Communication Services does not check for landline n
 
 Yes, you can make one request with multiple recipients. Follow this [quickstart](../../quickstarts/sms/send.md?pivots=programming-language-csharp) to send messages to multiple recipients.
 
-### I received a HTTP Status 202 from the Send SMS API but the SMS didn't reach my phone, what do I do now?
+### I received an HTTP Status 202 from the Send SMS API but the SMS didn't reach my phone, what do I do now?
 
 The 202 returned by the service means that your message has been queued to be sent and not delivered. Use this [quickstart](../../quickstarts/sms/handle-sms-events.md) to subscribe to delivery report events and troubleshoot. Once the events are configured, inspect the "deliveryStatus" field of your delivery report to verify delivery success/failure.
 
@@ -53,7 +53,7 @@ Below is a list with examples of common URL shorteners you should avoid to maxim
 ### How does Azure Communication Services handle opt-outs for toll-free numbers?
 
 Opt-outs for US toll-free numbers are mandated and enforced by US carriers and cannot be overridden. 
-- **STOP** - If a text message recipient wishes to opt-out, they can send ‘STOP’ to the toll-free number. The carrier sends the following default response for STOP: *"NETWORK MSG: You replied with the word "stop" which blocks all texts sent from this number. Text back "unstop" to receive messages again."*
+- **STOP** - If a text message recipient wishes to opt out, they can send ‘STOP’ to the toll-free number. The carrier sends the following default response for STOP: *"NETWORK MSG: You replied with the word "stop" which blocks all texts sent from this number. Text back "unstop" to receive messages again."*
 - **START/UNSTOP** - If the recipient wishes to resubscribe to text messages from a toll-free number, they can send ‘START’ or ‘UNSTOP’ to the toll-free number. The carrier sends the following default response for START/UNSTOP: *“NETWORK MSG: You have replied “unstop” and will begin receiving messages again from this number.”*
 - Azure Communication Services will detect the STOP message and block all further messages to the recipient. The delivery report will indicate a failed delivery with status message as “Sender blocked for given recipient.”
 - The STOP, UNSTOP and START messages will be relayed back to you. Azure Communication Services encourages you to monitor and implement these opt-outs to ensure that no further message send attempts are made to recipients who have opted out of your communications.
@@ -62,7 +62,7 @@ Opt-outs for US toll-free numbers are mandated and enforced by US carriers and c
 Azure communication service offers an opt-out management service for short codes that allows customers to configure responses to mandatory keywords STOP/START/HELP. Prior to provisioning your short code, you will be asked for your preference to manage opt-outs. If you opt-in to use it, the opt-out management service will automatically use your responses in the program brief for Opt-in/ Opt-out/ Help keywords in response to STOP/START/HELP keyword. 
 
 *Example:* 
-- **STOP** - If a text message recipient wishes to opt-out, they can send ‘STOP’ to the short code. Azure Communication Services sends your configured response for STOP: *"Contoso Alerts: You’re opted out and will receive no further messages."*
+- **STOP** - If a text message recipient wishes to opt out, they can send ‘STOP’ to the short code. Azure Communication Services sends your configured response for STOP: *"Contoso Alerts: You’re opted out and will receive no further messages."*
 - **START** - If the recipient wishes to resubscribe to text messages from a short code, they can send ‘START’ to the short code. Azure Communication Service sends your configured response for START: *“Contoso Promo Alerts: 3 msgs/week. Msg&Data Rates May Apply. Reply HELP for help. Reply STOP to opt-out.”*
 - **HELP** - If the recipient wishes to get help with your service, they can send 'HELP' to the short code. Azure Communication Service sends the response you configured in the program brief for HELP: *"Thanks for texting Contoso! Call 1-800-800-8000 for support."*
 
@@ -85,44 +85,72 @@ Once you have submitted the short code program brief application in the Azure po
 ### 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](./messaging-policy.md). This also provides relevant service information to the downstream carriers, reduces the likelihood of false positive filtering and wrongful spam blocks.
 
-This verification is **required** for TFNs sending messages to **Canada recipients** and is **not required** for TFNs sending [low throughput messages](#sms-to-us-phone-numbers) to **US recipients**. Verifying TFNs is free of cost.
+This verification is **required** for best SMS delivery experience.
 
 ### What happens if I don't verify my toll-free numbers?
 What happens to the unverified toll-free number depends on the destination of SMS traffic.
 #### SMS to US phone numbers
-Effective **October 1, 2022**, unverified toll-free numbers sending messages to US phone numbers will be subjected to stricter filtering and the following thresholds for messaging:
+Effective **October 1, 2022**, unverified toll-free numbers sending messages to US phone numbers will be subjected to the following: 
 
+1. **Stricter filtering** - SMS messages are more likely to get blocked due to strict filtering, preventing messages to be delivered (i.e., SMS messages with URLs might be blocked).  
+2. **SMS volume thresholds**:
 - **Daily Limit:** 2,000 messages
 - **Weekly limit:** 12,000 messages
 - **Monthly limit:** 25,000 messages
 
-This does not apply to TFNs in a pending or verified status.
+This would not apply to TFNs in a [pending or verified status](#what-do-the-different-application-statuses-verified-pending-and-unverified-mean).
+> [!IMPORTANT]
+> Unverified SMS traffic that exceeds the daily limit or is filtered for spam will have a [4010 error code](../troubleshooting-info.md#sms-error-codes)  returned for both scenarios.
+> 
+> The unverified volume daily cap is a daily maximum limit (not a guaranteed daily minimum), so unverified traffic can still experience message filtering even when it’s well below the daily limits.
 
 #### SMS to Canadian phone numbers
-Effective **October 1, 2022**, unverified toll-free numbers sending messages to Canadian destinations will have its traffic **blocked**. To be unblocked, TFNs have to be in pending or verified status.
+Effective **October 1, 2022**, unverified toll-free numbers sending messages to Canadian destinations will have its traffic **blocked**. To unblock the traffic, a verification application needs to be submitted and be in [pending or verified status](#what-do-the-different-application-statuses-verified-pending-and-unverified-mean).
 
-### What is a pending status? What can I do in a pending status?
-After submission of the toll-free verification application, we will process your application and send it to the toll-free messaging aggregator. This process usually takes in 4-6 business days. Once the application reaches the toll-free messaging aggregator the application status changes to pending until verified or rejected.
-
-Once in pending state, you can start sending SMS to US numbers without the thresholds mentioned above and be unblocked from sending SMS to Canadian destinations. TFNs in pending state are subject to reduced likelihood of filtering.
+### What do the different application statuses (verified, pending and unverified) mean? 
+- **Verified:** Verified numbers have gone through the toll-free verification process and have been approved. Their traffic is subjected to limited filters. If traffic does trigger any filters, that specific content will be blocked but the number will not be automatically blocked.
+- **Pending**: Numbers in pending state have an associated toll-free verification form being reviewed by the toll-free messaging aggregator. They can send at a lower throughput than verified numbers, but higher than unverified numbers. Blocking can be applied to individual content or there can be an automatic block of all traffic from the number. These numbers will remain in this pending state until a decision has been made on verification status.
+- **Unverified:** Unverified numbers have either 1) not submitted a verification application or 2) have had their application denied. These numbers are subject to the highest amount of filtering, and numbers in this state will automatically get shut off if any spam or unwanted traffic is detected.
 
 ### What happens after I submit the toll-free verification form?
-Updates for changes and the status of your applications will be communicated via the email you provide in the application. Results from the application can be: approved, denied or further clarification needed. For more questions about your submitted application, please email [email protected].
+:::image type="content" source="./media/tf-status-blue.png" alt-text="A picture of the toll-free application timeline and the different application statuses.":::
+
+After submission of the form, we will coordinate with our downstream peer to get the application verified by the toll-free messaging aggregator. While we are reviewing your application, we may reach out to you for more information.
+- From Application Submitted to Pending = **1-5 business days** 
+- From Pending to Verdict (Verfied/Rejected/More info needed) = **4-5 weeks**
+
+The whole toll-free verification process takes about **5-6 weeks**. These timelines are subject to change depending on the volume of applications to the toll-free messaging aggregator and the [quality](#what-is-considered-a-high-quality-toll-free-verification-application) of your application.
 
-The whole toll-free verification process takes about **5-6 weeks** but is subject to change depending on the volume of applications to the toll-free messaging aggregator and how detailed the application is.
+Updates for changes and the status of your applications will be communicated via the email you provide in the application. For more questions about your submitted application, please email [email protected].
 
 ### How do I submit a toll-free verification?
 To submit a toll-free verification application, navigate to Azure Communication Service resource that your toll-free number is associated with in Azure portal and navigate to the Phone numbers blade. Click on the Toll-Free verification application link displayed as "Submit Application" in the infobox at the top of the phone numbers blade. Complete the form.
 
+### What is considered a high quality toll-free verification application? 
+The higher the quality of the application the higher chances your application will enter [pending state](#what-do-the-different-application-statuses-verified-pending-and-unverified-mean) faster.  
+
+Pointers to ensure you are submitting a high quality application:
+- Phone number(s) listed is/are Toll-free number(s)
+- All required fields completed
+- The use case is not listed on our [Ineligible Use Case](#what-are-the-ineligible-use-cases-for-toll-free-verification) list 
+- Opt-in process is documented/detailed
+- Opt-in image URL is provided and publicly accessible 
+- [CTIA guidelines](https://www.ctia.org/the-wireless-industry/industry-commitments/messaging-interoperability-sms-mms) are being followed
+
+### What are the ineligible use cases for toll-free verification? 
+| High-Risk Financial Services    | Get Rich Quick Schemes            | Debt Forgiveness                 | Illegal Substances/Activites | General                  |
+|---------------------------------|-----------------------------------|----------------------------------|------------------------------|--------------------------|
+| Payday loans                    | Debt consolidation                | Work from home programs          | Cannabis                     | Phishing                 |
+| Short-term, high-interest loans | Debt reduction                    | Risk investment opportunities    | Alcohol                      | Fraud or scams           |
+| Auto loans                      | Credit repair programs            | Debt collection or consolidation | Tobacco or vape              | Deceptive marketing      |
+| Mortgage loans                  | Deceptive work from home programs |                                  |                              | Pornography              |
+| Student loans                   | Multi-level marketing             |                                  |                              | Sex-related content      |
+| Gambling                        |                                   |                                  |                              | Profanity or hate speech |
+| Sweepstakes                     |                                   |                                  |                              | Firearms                 |
+| Stock alerts                    |                                   |                                  |                              |                          |
+| Cryptocurrency                  |                                   |                                  |                              |                          |
 ### How is my data being used?
 Toll-free verification (TFV) involves an integration between Microsoft and the Toll-Free messaging aggregator. The toll-free messaging aggregator is the final reviewer and approver of the TFV application. Microsoft must share the TFV application information with the toll-free messaging aggregator for them to confirm that the program details meet the CTIA guidelines and standards set by carriers. By submitting a TFV form, you agree that Microsoft may share the TFV application details as necessary for provisioning the toll-free number.
-
-### What are common reasons for toll-free verification delays? 
-Your application wait time increases when your application has missing or unclear information. 
-
-- **Missing required information like Opt-in Image URL** - If there is no Opt-in option, provide a good justification. 
-- **Opt-in Image URL is not accessible to the public** - When you host your image on image hosting services (i.e. OneDrive, GoogleDrive, iCloud, Dropbox, etc.) make sure the public can view it. Test the URL by seeing if the URL can be viewed by a personal account. 
-- **Incorrect toll-free numbers** - Phone numbers have to be toll-free numbers, not local numbers, 10DLC, or short codes. 
 
 ## Character and rate limits
 ### What is the SMS character limit?