Merge pull request #207771 from Prakulka/shortcodesga

Short code quickstart updates

Author: BCS2022

articles/communication-services/concepts/media/short-code-terms.png

@@ -26,10 +26,12 @@ Additional details on eligible subscription types are as follows:
 | Number Type                      | Eligible Azure Agreement Type                                                                             |
 | :------------------------------- | :-------------------------------------------------------------------------------------------------------- |
 | Toll-Free and Local (Geographic) | Modern Customer Agreement (Field and Customer Led), Modern Partner Agreement (CSP), Enterprise Agreement* |
-| Short-Codes                      | Modern Customer Agreement (Field Led) and Enterprise Agreement Only                                       |
+| Short-Codes                      | Modern Customer Agreement (Field Led) and Enterprise Agreement Only**                                       |
 
 \* Allowing the purchase of Italian phone numbers for CSP and LSP customers is planned only for General Availability launch. 
 
+\** Applications from all other subscription types will be reviewed and approved on a case-by-case bases
+
 ## Number capabilities
 
 The capabilities that are available to you depend on the country that you're operating within (your Azure billing address location), your use case, and the phone number type that you've selected. These capabilities vary by country due to regulatory requirements.

articles/communication-services/concepts/numbers/sub-eligibility-number-capability.md

@@ -13,7 +13,8 @@ ms.service: azure-communication-services
 ms.subservice: sms
 ---
 # Short Code Program Brief Filling Guidelines
-[!INCLUDE [Short code eligibility notice](../../includes/public-preview-include.md)]
+
+[!INCLUDE [Public Preview Notice](../../includes/public-preview-include.md)]
 
 [!INCLUDE [Short code eligibility notice](../../includes/public-preview-include-short-code-eligibility.md)]
 
@@ -121,7 +122,7 @@ In these fields, you must provide a URL of the website where customers will disc
 ##### Examples:
 **SMS**
 
-Contoso.com: Announcing our Holiday Sale. Reply YES to save 5% on your next Contoso purchase. Txt OFF to stop, HELP for terms and conditions.
+Contoso.com: Announcing our Holiday Sale. Reply YES to save 5% on your next Contoso purchase. Msg&Data Rates May Apply. Txt HELP or terms&conditions. Txt STOP to opt-out.
 
 **Web opt-in**
 
@@ -133,8 +134,14 @@ Contoso.com: Announcing our Holiday Sale. Reply YES to save 5% on your next Cont
 
 **IVR**
 
-To sign up for our last-minute travel deals, Press 1.  Message and data rates may apply Visit margiestravel.com for privacy and terms and conditions.
+*Example 1:*
+ 
+**Agent** - To sign up for our last-minute travel deals, Press 1.  Message and data rates may apply. Visit margiestravel.com for privacy and terms and conditions.
+
+*Example 2:*
 
+**Contoso bot** - Would you like to receive appointment reminders through text message to the phone number you've saved in your account? Messages and data rates may apply. If you want to opt in, say YES, say NO to skip.  
+**End-User** - YES
 ## Contact Details
 
 ### Point of contact email address
@@ -160,6 +167,9 @@ In this field, you are required to provide information on traffic spikes and the
 Example: Traffic spikes are expected for delivery notifications program around holidays like Christmas.
 
 ## Templates
+
+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, 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. 
+
 ### Opt-in confirmation message
 CTIA requires that the customer must actively opt into short code programs by sending a keyword from their mobile device to the short code, providing consent on website, IVR, etc.
 
@@ -172,14 +182,14 @@ Message senders are required to respond to messages containing the HELP keyword
 
 In this field, you are required to provide a sample of the response message that is sent to the customer upon receiving the HELP keyword. 
 
-**Example:** Thanks for texting Contoso! Call 1-800-800-8000 for support.
+**Example:** Contoso Appointment reminders: Get help at [email protected] or 1-800 123 4567.Msg&Data Rates May Apply. Txt HELP for help. Txt STOP to opt-out.
 
 ### Opt-out message
 Message senders are required to have mechanisms to opt customers out of the program and respond to messages containing the STOP keyword with the program name and confirmation that no additional messages will be sent. 
 
 In this field, you are required to provide a sample of the response message that is sent to the customer upon receiving the STOP keyword. 
 
-**Example:** Contoso Alerts: You’re opted out and will receive no further messages.
+**Example:** Contoso Appointment reminders: You’re opted out and will receive no further messages.
 
 Please see our [guide on opt-outs](./sms-faq.md#how-does-azure-communication-services-handle-opt-outs-for-toll-free-numbers) to learn about how Azure Communication Services handles opt-outs.
 

articles/communication-services/concepts/sms/program-brief-guidelines.md

@@ -59,14 +59,18 @@ Opt-outs for US toll-free numbers are mandated and enforced by US carriers and c
 - 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.
 
 ### How does Azure Communication Services handle opt-outs for short codes?
-- **STOP** - If a text message recipient wishes to opt-out, they can send ‘STOP’ to the short code. Azure Communication Services sends the following default response for STOP: *"You have successfully been unsubscribed to messages from this number. Reply START to resubscribe"*
-- **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. Azure Communication Service sends the following default response for START/UNSTOP: *“You have successfully been re-subscribed to messages from this number. Reply STOP to unsubscribe.”*
-- 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.
+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 the following default response for STOP: *"Contoso Alerts: You’re opted out and will receive no further messages."*
+- **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. Azure Communication Service sends the following default response for START/UNSTOP: *“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."*
+
+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.
 
 ## Short codes
 ### What is the eligibility to apply for a short code?
-Short Code availability is currently restricted to paid Azure enterprise subscriptions that have a billing address in the United States. Short Codes cannot be acquired on trial accounts or using Azure free credits. For more details, check out our [subscription eligibility page](../numbers/sub-eligibility-number-capability.md).
+Short Code availability is currently restricted to paid Azure subscriptions that have a billing address in the United States. Short Codes cannot be acquired on trial accounts or using Azure free credits. For more details, check out our [subscription eligibility page](../numbers/sub-eligibility-number-capability.md). 
 
 ### Can you text to a toll-free number from a short code?
 No. Texting to a toll-free number from a short code is not supported. You also wont be able to receive a message from a toll-free number to a short code.
@@ -75,8 +79,31 @@ No. Texting to a toll-free number from a short code is not supported. You also w
 Short codes do not fall under E.164 formatting guidelines and do not have a country code, or a "+" sign prefix. In the SMS API request, your short code should be passed as the 5-6 digit number you see in your short codes blade without any prefix. 
 
 ### How long does it take to get a short code? What happens after a short code program brief application is submitted?
-Once you have submitted the short code program brief application in the Azure portal, Azure Communication Services works with the aggregators to get your application approved by each mobile carrier. This process generally takes 8-12 weeks.
+Once you have submitted the short code program brief application in the Azure portal, the service desk works with the aggregators to get your application approved by each wireless carrier. This process generally takes 8-12 weeks. We will let you know any updates and the status of your applications via the email you provide in the application. For more questions about your submitted application, please email [email protected].
+
+## Toll-Free Verification
+### What is toll free verification and why is it mandatory?
+The toll-free verification process ensures that your services running on toll-free numbers (TFNs) comply with carrier policies and industry best practices. This also provides relevant service information to reduce the likelihood of false positive filtering and wrongful spam blocks.  
+
+September 30, 2022 onwards, all new TFNs must complete a toll-free verification process. All existing TFNs must complete a toll-free verification process by September 30, 2022. If unverified, the TFNs may face SMS service interruptions. Verification can take up to 2-3 weeks.
+ 
+This decision has been made to ensure that the toll-free messaging channel is aligned with both short code and 10 DLC, whereby all services are reviewed. It also ensures that the sending brand and the type of traffic your messaging channels deliver is known, documented, and verified. 
 
+### How do I submit a toll-free verification?
+For submitting the toll-free verification form, go to the Azure Communications 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 in the infobox at the top of the phone numbers blade. 
+
+### 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 happens if I don't verify my toll-free numbers? 
+Unverified numbers may face SMS service interruptions and are subject to carrier filtering and throttling.
+
+### What happens after I submit the toll-free verification form?
+Once we receive your toll-free verification form, we will relay it to the toll-free messaging aggregator for them to review and approve it. This process takes 2-3 weeks. We will let you know any updates and the status of your applications via the email you provide in the application. For more questions about your submitted application, please email [email protected].
+
+### Can I send messages while I wait for approval?
+You will be able to send messages while you wait for approval but the traffic will be subject to carrier filtering and throttling if it's flagged as spam.
+ 
 ## Character and rate limits
 ### What is the SMS character limit?
  The size of a single SMS message is 140 bytes. The character limit per single message being sent depends on the message content and encoding used. Azure Communication Services supports both GSM-7 and UCS-2 encoding. 
@@ -112,8 +139,8 @@ US and CA carriers charge an added fee for SMS messages sent and/or received fro
 
 ### When will we come to know of changes to these surcharges?
 As with similar Azure services, customers will be notified at least 30 days prior to the implementation of any price changes. These charges will be reflected on our SMS pricing page along with the effective dates. 
- 
+
 ## Emergency support
 ### Can a customer use Azure Communication Services for emergency purposes?
 
-Azure Communication Services does not support text-to-911 functionality in the United States, but it’s possible that you may have an obligation to do so under the rules of the Federal Communications Commission (FCC).  You should assess whether the FCC’s text-to-911 rules apply to your service or application. To the extent you're covered by these rules, you'll be responsible for routing 911 text messages to emergency call centers that request them. You're free to determine your own text-to-911 delivery model, but one approach accepted by the FCC involves automatically launching the native dialer on the user’s mobile device to deliver 911 texts through the underlying mobile carrier.
+Azure Communication Services does not support text-to-911 functionality in the United States, but it’s possible that you may have an obligation to do so under the rules of the Federal Communications Commission (FCC).  You should assess whether the FCC’s text-to-911 rules apply to your service or application. To the extent you're covered by these rules, you'll be responsible for routing 911 text messages to emergency call centers that request them. You're free to determine your own text-to-911 delivery model, but one approach accepted by the FCC involves automatically launching the native dialer on the user’s mobile device to deliver 911 texts through the underlying mobile carrier.