eTXT is Provided by Bulletin Wireless
for
Who is this document aimed at?
This document is provided by the team that built and supports the eTXT service as a supplementary resource for Customer Support (CSR) and Sales personal. It is NOT intended as a resource for consumers or end users.
Any views expressed within this document are those of the author and not necessarily those of the service provider.
If you have any additional questions, corrections or feedback for this document, please email the author.
Contents
General Questions
Just the Basic's
Who do I contact with a question about eTXT?
Telecom New Zealand CSRs and Sales People should use the support request form here.
AAPT requests can be directed to Bulletin Wireless here or call 1300 735769.
What is eTXT?
eTXT is an Internet service, run by Bulletin Wireless, that provides SMS messaging services from your email or web browser.
The service allows for one company to have multiple accounts which allows for billing to multiple cost centres if required. Each account/login must have a unique billing number in order to be created, but then any account may be setup to bill message costs to the Primary (administrator) billing number. This setup allows multiple accounts/logins to be created that have individual message logs and address books but all the billing is done to a primary billing number.
Each account may have an unlimited number of email, domain or IP addresses assigned to it but by default they are initially assigned to the Company Administrator (CA) account
What can eTXT be used for?
eTXT has the power of email and the web with the immediacy of SMS TXT messaging.
Users can send text emails to phones via their normal email client or login to a fully featured website where they can compose messages or use a selection of canned message templates.
System administrators use eTXT for server alerts and monitoring software notifications. Real estate agents use eTXT to announce open homes and sales. Retail and Manufacturing use it for broadcast messages for schedule updates and everyone uses it for keeping in touch with colleagues, suppliers, customers as well as family and friends.
eTXT has been incorporated into websites allowing customer requests to be sent to sales staff immediately. CRM systems and custom applications use eTXT as an additional tool to maintain contact with existing customers.
eTXT may be used to send broadcast messages to people that have requested they be notified of certain events or products.
However, eTXT must not be used for unsolicited SPAM or marketing messages. Users that do so may have the service restricted or cut off.
Can eTXT be used for server alerts?
Yes! This is one of the key uses of the eTXT system as it utilises built in functionality of email errors from servers, combined with the immediacy of TXT messaging.
eTXT can be sent from any email system. If the server can send email alerts then it is most likely that it can eTXT via email.
However, given that servers are generally automated it may take a couple of additional steps to configure the server.
- Ask the client to forward a copy of a normal server alert. This should be forwarded as an attachment so the original email retains the Internet headers
- Check the email headers for the "return-path" email address.
- If the address matches an existing licence address, or is within a domain for the company then it should be able to send. Ask the client to add an eTXT address to the recipient list for the server alerts. For peace of mind it the existing email alert channels should remain.
- If the address is within a sub domain (third or forth level domain) then it is considered a different domain from the parent. This will need to be configured separately within eTXT.
- If the address does NOT match an existing licence address then it can either be altered to match by the client (may not be easy) or a new address can be created within the eTXT system.
- If the user is unable to verify the server address because they can not reply to email then it may be automatically verified by a Level One administrator. Ask your team leader to verify the address or contact the service provider (Bulletin Wireless eTXT administrator) with a copy of an original server alert email.
- The final step is for the client to trigger an alert email and check if the message is delivered. They may be able to do this manually or they may have to wait for an error condition to trigger a real alert.
- The Service Provider (Bulletin Wireless) does monitor error logs for failed addresses and will attempt to alert both the client and the first level support provider (CSR or help desk) of any servers that are using incorrect addresses. However this is not done is real-time and can only be done if there is some means of identifying which company it belongs to.
 | IMPORTANT
Server alerts can be generated very fast resulting in thousands of email being sent to the recipients. Whilst this sort of error loop is annoying when using email it turns expensive when each alert is also an eTXT message. The client should be aware that they are liable for all messages sent via eTXT regardless of delivery status. |
Provisioning
How to setup yourself and customers for logging in.
How do I get a CSR Login for eTXT?
Contact your Team Leader who will be able to create a login or request one from the appropriate person.
| IMPORTANT
Do not share your CSR login with any other user. |
You will be held responsible for all changes made to the system using your login details. You will be responsible for all billing and communication with clients for accounts created using your login details so for the ease of customer service you need to know what has been created using your login.
It is very important that if another person requires access to eTXT that they use their own login details or you will be held accountable.
I've forgotten my password, how do I go about finding out what it is or have it changed?
Any CSR can search for the appropriate user ID and see what the passwords is, as well as make any changes. This applies to CSR uses too.
If you have forgotten your password ask your team leader to check it for you or contact the service provider (Bulletin Wireless) for assistance
Will additional accounts incur an additional setup fee?
The setup fee is only charged for the initial company configuration. Any additional logins will require a new billing number and may therefore incur the monthly fees.
How do I add in a new user?
Once a company is created, during which the Company Administrator (CA) is also created, the CA is responsible for adding additional users/logins to their company.
In order for them to do this they must have available billing numbers. Billing numbers are added by the CSR to a company. The process to confirm that a billing number is valid and allowed will be defined by your internal procedures.
Although the software will check the format it will not confirm the legality of a billing number so it MUST be confirmed by the CSR prior to adding to eTXT.
Are there any restrictions on login names?
Account or Login Names need to be unique in the system and should not contain any spaces. To be safe use only numbers, letters, full stops and underscores to make the name. While the user may request a specific login ID if it is not suitable then use your initiative and suggest an alternative.
The following are a few recommendations for account names
- keep them short
- keep them simple
- do NOT use the administrators name as they will leave the organisation and the login ID can not be changed
- keep them general to the client. The login ID can be used for other application functionality which may be able to be used for publicity.
Can Login Names be Changed?
No. Once the login has been created it can not be altered. Therefore make sure you spell the ID and other information correctly.
I made a mistake setting up an account, how do I correct it?
Depending on the error most things can be altered via the CSR web site. The primary exception to this is the account/login ID's. If an error is made in the account/login name then it is very difficult to change so it is very important that when creating an account/login ID that spelling is correct and that the ID is relevant to the company, not necessarily the user, since the user may move on but the ID will remain forever.
I have to stop a user/company messaging for some reason. How do I do that?
It depends on the reason you need to stop them messaging.
If you want to prevent them from logging in and/or messaging temporarily then it is a simple matter of deactivating them in the company menu screen of the CSR application. This is useful if there is a billing issue or maybe abuse of the system which is likely to be resolved, or, if the company ends a trial period and may be signed up as a permanent customer. All settings are retained and when the issues are resolved the company can be activated with a minimum of hassle. This is the recommended method of controlling access while billing or administration issues are resolved.
As a last resort you can also delete a company from via the company menu in the CSR application. Deletions are permanent and should only be used as a last resort as any and all settings will be lost and they can not be recovered. Deletions are not recommended. If you are in any doubt, ask first.
You should not remove addresses used for eTXT by email as a method of preventing access as this only stops them from sending eTXT by email. It also means that settings have to be recreated when the situation is resolved and the need access again. In addition the company is still included in any revenue share arrangement so may cause issues with the reconciliation.
If you are in any doubt, please ask first. It is easy to answer a question than to clean up a mess 
How to setup addresses for eTXT by email?
A company has multiple offices, should it be setup as one eTXT company or many?
There are several benefits of setting up one company with several accounts representing the offices opposed to several companies that each represent an office.
- The CA can maintain and report on all users via the one CA login. As reporting functionality changes this means they will be able to break down messages by sender and account (for example).
- Consistent maintenance and configuration as it can be done in one place.
- Ability to verify one or more domains (for eTXT via email) to the company then the CA can easily change the specific addresses and assign them as their needs change.
- Shared company address books for company contacts that access can be restricted to if necessary.
- If a company is looking at just separating cost centers (eg a national company with financial, IT, manufacturing and sales offices) then one company with multiple accounts is the best solution. However, if separate administration is required (eg with branch offices of Real Estate Agencies) then each office should be configured as a separate company.
If there is any doubt about the best configuration please contact Bulletin Wireless before starting the configuration. We can assist with determining the clients requirements and setting up the system so it lowers ongoing maintenance and allows the client to do what they require. It is far easier to fix any issues before they occur rather than after 3 eTXT companies are configured for the same organisation and then the CA wants a single administration/reporting interface.
You, me and all the people supporting eTXT will appreciate it when the configuration matches the user requirements. If in doubt ask!
Does the case of the email addresses make any difference?
No. eTXT changes all addresses to lowercase for faster sorting, searching and processing. Case (eg CAPITAL LETTERS) is not relevant in email addresses for eTXT.
Which address should I setup for a user when they want to send eTXT by email?
The configured address must be the address the customer uses when sending email.
The key thing to remember is to that the address is used to validate a sender, bill messages and route according to address book and account settings.
Whilst it is quite common for people to receive email sent to a number of different email addresses (eg distribution lists, alias's or personal email accounts that "POP" to them), most people send from only one or two email addresses and it is these addresses that need to be configured.
If an address is rejected during the verification process then this may indicate a situation where the user can receive email sent to the verification address, but does reply from it. Possibly for the following reasons.
Their email client at home picked up email from their work address but they replied from their personal email address
The verification email address is an alias for a real account or has been forwarded to their email for some reason and they replied from a different address
The verification address is a personal email address but they replied using a 'group' address
Basically, if they have difficulty replying and verifying from their normal email address then it is probably the wrong email address to configure.
Is it better to setup one domain or many email addresses for a company?
If the company is the sole user of a domain then setup a domain. This has the following benefits
- The CSR only has to enter one address
- The Company Administrator (CA) only has to reply to one verification
- The CA can leave the default configuration alone and allow all senders from that domain to eTXT via email.
- Alternatively the CA may maintain the allowed users in their domain without the need to contact a CSR to add new addresses. Any email addresses a CA adds within a domain will NOT need to be verified as the domain is already verified.
If the company is NOT the sole user of a domain, for example they are a branch of a real estate company, then it will be necessary to configure and verify each address the company will use for eTXT via email. Any changes that the company requires, eg to add a new address, will need to involve a CSR.
| IMPORTANT
The account will be liable for all eTXT messages sent from addresses allowed by their verified licences. If they have registered a domain and are NOT the sole user of that domain, they will be charged for messages sent by other branches, users or organisations. |
How do I tell if a company already has a domain configured so I don't have to set up individual email addresses?
When viewing the "Domain And Email Authorisation" page for a company in the CSR application it shows a lits of addresses assigned to the company. Under the "Email or Domain" column the existing addresses are listed. If the domain (see the What is a domain? section for more information) is listed then there is no need for the CSR to add an email address within that domain. The CA can do this easily.
In fact, adding email addresses when a domain address exists actual creates work for the CSR both with configuration and maintenance. It also creates delays in allowing the user to start eTXTing and causes confusion too.
For example, if the domain (eg "hb.govt.nz") is verified and the email address "diana@hb.govt.nz" is also in the system but is not verified, then this user will not be able to send eTXT by email until they reply to the verification email they were sent. Where as if the email address is not in the system then they are likely to be covered under the domain and can send as they wish.
| IMPORTANT
If the person requesting the new email address does not have access to the CA application where they can add the email address themself, then they are probably not authorised to ask you to do it. Contact the CA and let them know how they can add the address if they want to. |
The user has their domain configured but is unable to assign an email address from that domain to one of their accounts. What is going on?
If the domain (see the What is a domain? section for more information) is verified for a company then they have the ability to assign any email addresses in that domain without the need to go through the verification process for each address. However, if the email address has already been verified and assigned to another account then they will not be able to add it to their company.
This could happen when an organisation has multiple companies in the eTXT system where one of them has the domain and another has been verifying each email address individually. It should be noted that this is not recommended. The domain should be assigned to a company only if they are the sole company (in eTXT) using it.
This situation may represent a billing problem since it is possible (and likely) that users from one eTXT company may be billing messages to another separate eTXT company simply because they are sending from a domain that someone else is paying for.
What is IP Authentication and when should it be turned on?
IP Authentication is a method of attempting to ensure that eTXT messages sent via email originate from an acceptable mail server.
This is most useful when the client uses their own mail server rather than an ISP (Internet Service Provider) such as xtra.co.nz in New Zealand or connect.com.au in Australia. ISP's may use more than 25 mail servers to process email and have millions of clients that share them. On the other hand, a corporate email system has a limited number of IP addresses, and users, making it easier to determine if a sender is valid.
If IP Spoofing or other illegal use is detected, we may be able to trace the origin of the email and work with the ISP to pursue the illegal user but generally this is easier to do when dealing with a corporate rather than an ISP.
If IP Authentication is on then any messages that are sent via the accepted IP addresses will be processed by eTXT. All other emails originating from invalid or unaccepted IP addresses will be dropped without notification to either the sender or intended recipient/s. The only notification that will be sent will occur the first time an IP address is used when an email will be sent to the CA's email address. At this time the CA should decide whether the IP is valid and add it to their configuration via the administration screens. This is a manual process and ensures that the CA is aware of IP addresses that are being used by their users.
By default IP Authentication is off when a company is initially setup so they may use eTXT via email without losing messages due to incorrect IP configuration. As IP addresses are used they are listed in the CA admin pages and the CA is notified by email.
IP Auth. should be turned on (in the CA Administration pages) when the customer is happy that all their IP addresses have been captured and have been added to their allowed list. Depending on the amount of eTXT via email they are sending this may take a few days or a few weeks. we do not recommend turning on IP Authentication when a company is first configured as this makes trouble shooting difficult.
If the customer changes their email service by either moving ISP or altering their own network, the IP addresses are likely to change. These changes should be updated to eTXT as soon as possible to prevent messages being lost.
| IMPORTANT
The customer is liable for all messages sent via their registered eTXT addresses (email, domain or IP). Whilst IP authentication may not prevent all attempts of fraud it does provide an extra level of security that will be taken into account should the situation arise. |
Why can't a user add their own emails to their account?
To ensure that the address the user Receives email on is the same as they Send email from, a simple process of verification is required.
For specific email addresses this is important and maybe time consuming but for domains the user can simplify the process even further by verifying their domain which gives them more freedom to add users within that domain.
It is recommended that domains are registered because of the ease of maintenance and lower overheads. However, it must be ensured that the company that registers a domain is the sole user (company) of that domain as they will be charged for all messages originating from it.
Do unanswered address verifications expire?
Not automatically. However, the address is sent a reminder every 14 days and after 60 days they are sent a cancellation notification. They can reply to any of these in order to confirm their address.
Removing an address is an entirely manual process that should only be carried out after the client has been contacted to assess the situation. If the client no longer wants the address (e.g. the user has left their organisation) then it should be deleted.
The CSR that configured a licence will also get emailed the cancellation email. This is done to inform the CSR and give them one last chance to get in touch with the customer and attempt to assist as necessary.
Trouble Shooting
When things go wrong, look here
An address verification is shown as rejected, what is the reason?
Normally an address is rejected because the address a person sends from is different to the one they received the email on.
Ask the person to forward the verification email to you.
Check the Internet headers of the email that they send. Depending on what email client you use, this process will differ. For Outlook you need to open the message and go to 'view'-> 'options' and look in the Internet header section.
The return-path must match the address that the verification was originally sent to. If it does not match then liaise with the client and determine which address they would like to use.
A change will be required to either eTXT or the users' mail settings. It will generally be easier to create a new eTXT address with different details and send that (remember to remove the rejected address).
If the addresses appear to match then contact the service provider (Bulletin Wireless) for assistance.
| IMPORTANT
Once an address has a Rejected status it must be reset AND resent by a CSR. The customer can not then send a reply from the correct address while the status is rejected and expect it to be verified. |
If the licence is rejected contact the client, confirm the address and explain that the addresses must match. Once that is done resend the rejected verification. This resets the verification code and resends the email for the client to reply to.
An address verification is shown as created, what is the reason?
This indicates that the verification email was not sent when the address was entered in the system. This could have been because there was an error (eg the address is not formated properly) or the send button wasn't clicked.
Check that the email or domain address is correct (usually you are missing the ".co.nz" at the end) and then simply resend the verification. If an error occurs that prevents the verification email from being sent then contact the service provider.
The verification reply can't be sent from an address because it is an automated server. How do they verify the address?
If you are happy with the address being correct, e.g. you have checked the headers from an email sent from the address, then it is possible to verify the address automatically. The automatic verify option is available to level one system administrators so contact your team leader or the service provider (Bulletin Wireless) to request an automated verification.
I can't send a verification email because the link is disabled. What do I do?
If the link to the Verification page is disabled then it is because the company is not allowed to send SMS by email. There is an option on the Company Detail page to allow SMS by email and this should be turned on. But before you turn this on, try to understand why it may have been disabled in the first place.
Is there anyway to see if an email address is valid?
To get a certain level of confidence that an email address is valid there are several web sites that can run a check. Centralops.net is used by Bulletin Wireless when checking email addresses.
http://centralops.net
Reactivating a Company wont let me save details. Why?
eTXT has two levels of inactive state that a CSR can initiate. A CSR can
- Deactivate a company, or
- Delete a company.
Deactivatation is recommended in almost every circumstance as it is reversable. However, if a company is deleted then all the settings, configuration, address books, billing records etc are deleted which in turn will cause issues if it is reactivated.
Deleted companies can be reactivated but they will never be the same again and will not be able to be used.
If you are trying to update a company and you get an error that the number list can not be empty then you are playing with a deleted company that has been reactivated. Nothing you do will make this company work again so delete it and start from scratch by creating a new company with a similar name and different login details etc.
The company is activated for email, the address is verified, but eTXT never arrives. What else needs to be checked?
- Confirm the address being used is as the user thinks it is. To do this view the internet headers in an email from the user. The return-path is the address used to validate, route and bill eTXT messages
- Confirm the address is verified by searching for it in the CSR application and checking the status for the address is "Verified"
- Confirm the company is activated for eTXT by searching for it in the CSR application and checking the settings in the Company Maintenance Page
- Confirm the address is assigned to an account by logging in as the Company Administrator (CA) for the company the licence is assigned to, and viewing the eTXT summary page
- Confirm the account the address is assigned to is eTXT enabled by logging into the CA application and checking eTXT activation status
- Check if IP Authentication is turned on (in CA or CSR application) and if any unauthorised IP's have been logged. An unauthorised IP in the message log will indicate a message failure
- If the user is sending to number@ then check that their account and company settings allow that.
- The company setting for email to contacts only is found in the Security tab and the account setting can be located in the user details page for the account that has the address assigned to it. If this option is checked then the sender can only send to an existing contact or alias in one of the users address books.
- Check that the email contains a Content-Type: text/plain section.
- Some email programs may only send HTML or RTF formatted emails and these can not be processed by eTXT. Check here for information on message formats and how to change email clients so the user can conform.
Contact us if you have checked all other possibilities.
Sorry Jared, I have tried everything to figure out what is wrong, what do I do now?
You should follow your normal escalation procedures for errors but we are available to assist with questions and to help as much as possible if you are unable to progress. Get as much information as possible about the issues you are having.
If it is messaging then get date and time info as well as the account and recipient information. Also see if anyone else is having similar issues.
For issues with the website, get account information, date and time of the incident and see if it can be reproduced.
Once you have the information and have detailed what you have tried to do to solve the problem you are having, contact us and we will try to assist.
Address Books
Harnessing the power of the Address Book
Address Books, what are they good for?
eTXT Address Books can be used to stored personal or company contacts and mailing lists such as groups of clients or staff. Address Books also allow a degree of message limiting by optionally allowing the CA to close an address book or limit users to sending to contacts that only exist in an address book (e.g. can not send to a mobile number recipient).
Users may import their contacts from a CSV file (file formatting criteria available in the Userguide) and they may export their personal address books for backup if necessary.
Is it possible to share contact lists?
Each Company Administrator may create and edit Address Books that can be seen by their nominated users. These are known as 'Company Address Books' and by default all users within a company have read access to them. Only the CA can edit these Company Address Books (adding and modifying contacts/groups and only they can export them to an external file.
Personal Address Books can not be shared between users and normal users can not edit Company Address Books.
What is the difference between the 'closed address book' and 'email to contacts only' options?
The option to 'close address book' means that the user/s may not edit any address books. This is generally used to prevent users from modifying contacts without permission. This option is available as a company wide limit or per account. If the option is set for the CA then they will not be able to edit any company or personal address books (including importing contacts) so may prevent accidental changes. It will also prevent users from sending to number recipients, e.g. the recipients ,must be configured in the address books before sending.
'email to contacts only' (company or account setting) prevents eTXT by email users from sending to contacts that are not preconfigured in an available eTXT address book. It does not prevent sending to numbers when messaging via the eTXT web site.
| IMPORTANT
When 'close address book' or 'email to contacts only' options are set the users must send to either a name or alias and not a number via email. |
For example the following are not valid when these options are on
- 0279646952@etxt...
- 6149123695@etxt...
The following are valid when the options are on (provided the contacts are in the users address books)
- jono.malcom@etxt...
- jtm@etxt...
How many groups can a user have?
There is no limit to the number of Groups a user may have in an address book.
What format should files be to import address books?
The Format of files to import is as follows
File must be CSV format (comma Delimited)
File must have the first row as a header row with the following content (Name,Number,Group)
Each row in the file must be for ONE contact only
- Name field
- Up to 30 characters
- Must start with a letter
- Alpha Numeric characters (a-z, 0-9) ALLOWED
- Dot (.), dash (-) and underscore (_) ALLOWED
- ALL OTHER CHARACTERS INVALID (spaces, brackets, braces, slash, ampersand etc)
- Must be unique in all the users address books
- Number field
- Valid mobile number
- Numbers only ALLOWED
- ALL OTHER CHARACTERS INVALID (alphabet, spaces, brackets, braces, slash, ampersand etc)
- Group field
- Up to 30 characters
- Must start with a letter
- Alpha Numeric characters (a-z, 0-9) ALLOWED
- Dot (.), dash (-) and underscore (_) ALLOWED
- ALL OTHER CHARACTERS INVALID (spaces, brackets, braces, slash, ampersand etc)
- Must be unique in all the users address books
The following is not valid
This is better
Note that invalid characters have been replaced with dots and the name truncated to 30 characters. The numbers have been cleaned of spaces and excess unknown numbers.
If you or the client is still having problems then you may like to try a tool that attempts to extract Names and Numbers from a CSV file (such as that exported by Outlook or a CRM system) and creates a new file that eTXT may like better. It isn't perfect and does not take into account duplicates or numbers that eTXT does not allow, but it will go a long way to putting names and numbers into an acceptable format prior to importing.
Download the tool from here or click here
to email the URL of this tool to clients.
This tool is not an official Bulletin Product and is not supported by Bulletin Wireless but it is something that I find useful when importing addressbooks for clients. If you have any issues/comments/complaints or other feedback then let me know by email and I will see what I can do.
Messaging
General messaging questions
Where can message details be viewed?
Most providers of eTXT (telco's utilities etc) provide a summary of eTXT traffic within their usual billing engine. This means a customer will get a regular summary (daily or monthly) but not necessarily a detail of each message originating from eTXT.
All users can view their message logs via the eTXT messaging site, and CA users can run some simple reports via the CA site. For more extensive reports contact the service provider (costs may apply).
Are there template (canned) messages users can use?
There are three levels of canned messages that users have access to via the web site.
- System - maintained by the system administrator and available to all users of eTXT
- Company - maintained by the Company administrator and available to all users within that company
- User - maintained by the user and only available to that user
What is the maximum length of a message?
A standard SMS is 160 characters.
Each eTXT sent via email will be trimmed to 160 characters which will include the subject from the email and as much of the content as possible. Only one TXT will be sent per email (no multipart TXT messages at the moment)
Each message sent via the website will be restricted to 160 characters.
Can eTXT send to International Recipients?
Telecom eTXT - Sorry but eTXT for Telecom NZ can not send messages to international numbers.
AAPT eTXT - AAPT users can send messages to international recipients using International Number Format. At this time there is no additional charge for these messages.
Can eTXT send to Recipients that are Roaming?
Telecom eTXT - Messages will be delivered to roaming recipients as if they are on the home network. Depending on what network they are roaming, on replies may or may not work.
AAPT eTXT - AAPT recipients can receive and reply while roaming.
Sending by email
Do senders that are not configured get a 'bounce' email when they try to send an eTXT?
Not automatically. A list of these failed senders is regularly generated by the service provider and assessed individually as to whether it was attempted SPAM or possibly processed in error (e.g. someone replied to an email that had a eTXT address in the CC field).
The Service Provider (Bulletin Wireless) will generate a reply that will instruct the sender on reasons for possible failure and provide details for them to contact the appropriate people for further support.
In an effort to reduce the risk of further SPAM eTXT does not send bounce messages to addresses that are not configured in the system.
When are bounce messages sent then?
If a registered user has eTXT by email stopped for some reason then they will get a bounce message that will contain some information about the reason.
The reasons for such emails may be
- Message limits reached
- Recipient restrictions in place for the account or for the company (eg closed address book or sending to contacts only)
- Invalid number
- Unrecognised contact/group name or alias
- Recipient has been blocked (by recipients request to a CSR)
Can eTXT work with any email system?
Any SMTP compliant mail system will be able to send eTXT. This includes Microsoft Outlook, Outlook Express and Exchange, as well as Lotus notes and most web based email systems such as Hotmail and Yahoo.
In addition, eTXT can be sent via most unix command line or sendmail utility tools making it ideal for server alerts and integrated automated notifications.
| IMPORTANT
eTXT email messages must contain a text/plain section. If the email does not contain this section then the message will be dropped. Some email clients only send HTML emails which can not be parsed by eTXT to get the message content. |
- whatis.com definition of RFC
Status of Messages
How long does it take to deliver a message?
Delivery time depends on a couple of things. Most messages are delivered to a recipient within a few seconds of the eTXT system receiving them. This may be impacted by the following situations
- eTXT by email may be held up before it reaches the eTXT servers.
- If the customer is using an ISP or a mail server that is under load then the email may be delayed in getting to eTXT.
- The email may be delayed in the users email client (eg Outlook) outbox which means it has not been sent yet.
- eTXT may be delayed for a few minutes because the system is processing large amounts of messages. If this does occur then the offending sender may have the service restricted.
- Messages may be delayed if there is a problem on the carrier network or if the carrier network is under excessive load.
- Messages may be delayed if the recipient is unable to receive TXT messages, eg if they have no signal reception, the phone is turned off or they are out of the country and not roaming.
- Because eTXT uses a combination of SMTP (email) and HTTP (Internet) for message transmission as well as SMPP (SMS) for delivery a substantial delay in one of these routes may cause an ISP, eTXT or the message network provider, to slow message delivery.
Can a user tell if the message was received?
This depends on the network a message is sent to. Most networks provide a status update which is displayed in the eTXT website message log. Some networks do not provide a distinct update and messages to these networks will always show as "received" in the message logs.
Other status codes that may be shown in the message logs are
| Status |
Meaning |
| QUEUED |
The message has just been completed and is awaiting transmission to the Carrier |
| SENT |
The message has been sent to the network for delivery |
| NOT RECEIVED |
The message could not be delivered to the mobile |
| EXPIRED |
The message could not be delivered within five days (network dependant), and has been expired |
| REJECTED |
The message has not been sent as it was not formatted correctly or was to an invalid number |
Group Messages
What is the best way to send to a large group?
| IMPORTANT
eTXT must not be used for unsolicited SPAM or marketing messages. Users that do so may have the service restricted or cut off.
Download the NZ Unsolicited Electronic Messages Legislation. |
- Sending to a large list of contacts that are already in an addressbook via the website
- Open the website and go to the send message page.
- Select the addressbook that has the contacts in
- Select the contacts from the addressbook (hint: you can select one or more contacts)
- Add the contacts to the recipient list
- Change Addressbook and repeat as required
- Compose the Message and send
- Alternatively if you are sending to the same group regularly you should add the recipients to a group then you select the group name from the address book and add that to the recipient list.
- If the recipients are not in your address books, but are in a CSV file you may be able to import the name, number and group information. When importing an list of numbers, you have the option of assigning them to a group automatically. The group name should be one the same line as the contact name/number in the field titled "group" (the other fields in the file should be headed "name" and "number"). After you have imported the contacts you should be able to select the group from the address book and send a message to everyone.
The best way to send to a group with eTXT via email is to setup groups in the website then use the group name as the localpart of the eTXT email address (where you would normally put the phone number).
Remember, SPAM and unsolicited SMS messages are offensive and senders will be dealt with appropriately.
How many messages can I send at once?
eTXT is capable of sending groups of several thousand recipients. However it may take several minutes to do so. During the send process the page should not be refreshed as this will submit the message again resulting in it being sent multiple times.
Whilst eTXT is capable of sending 000's of messages, system or company limits may have been imposed which will result in an error message if you attempt to exceed them.
Sender Identification
Can a user change the number so people can see they sent the message?
This depends on the eTXT configuration your provider (Telco or Utility) has selected. When sending via the website you may have the option of changing the reply number that will determine what the recipient sees.
This number is also used for the billing so it must be added by a CSR and then assigned to an account. If this number is selected then any replies will also go to the nominated handset and will not be sent back for processing by eTXT.
Where will replies go?
eTXT uses patented threading technology to route replies back to the sender of a message. By using a limited range of numbers (varies between services) the replies are tracked and threaded to the original message.
If the thread expires then the replies will cease to be linked to the message but this will only occur if a recipient receives in excess of 150 messages (varies between services, for instance Telecom NZ eTXT allows 99 reply paths per account) from the same sender.
If the user sends an eTXT via email and the recipient replies, the reply will appear in users email inbox as an email. It will include the contents of the original message so the user has some context. The message will also be logged in the message log available via the website.
If the message is sent from the website then the replies will be processed and only displayed in the message log, they will not be forwarded to any email address. The exception to this is if the service allows for a user to select a billing for billing the message too and sending the replies back too.
Why do eTXT messages appear to come from different numbers when people receive them?
By using a limited range of source numbers when sending messages eTXT is able to thread replies back to the original sender without the need for the person responding to add anything extra to their reply as some services require.
So the service is anonymous? The recipient doesn't have to know who sent the message?
The recipient may not be able to recognise the number immediately but if they have a complaint about a message then the service provider can easily track down the account responsible.
If you receive a complaint from a user and the message appears to be sent via eTXT then contact the service provider (Bulletin Wireless) support team who will be able to assist. Make sure you provide as many details as possible so it can be actioned quickly.
Can more than one person log into a eTXT via the web at the same time?
Yes, there is no limit to the number of simultaneous logins for an account.
Billing
eTXT billing is the responsibility of the CSR
How is eTXT billed?
The eTXT solution (for Telco and Utility providers) is billed to the users' nominated billing account. In the case of Telco´s this is the primary mobile number for the eTXT client company.
Each login requires an additional unique billing number before it can be created, the monthly subscription fee is generally charged to this number.
Messages are charged to either the account billing number OR to the administrator number.
Can eTXT messages be charged to the recipient (MT billed)?
No.
In most cases no. However under certain circumstances MT (mobile terminated) billed but this requires the client to agree to cover all charges that can not be recouped by the service provider. This would occur where messages are delivered to a carrier that does not support MT billing.
Background Information
Information to help understand the language used in eTXT
What is a domain?
For the purposes of eTXT a domain is the part of an email address after the '@' symbol. For example with an email address of etxtadmin@bulletinwireless.net, the 'bulletinwireless.net' part is the domain.It does not usually include the 'www' part of a web address.
A domain may have several child (third or fourth level) domains that are considered as separate entities for eTXT. For example they may indicate branch offices, or separate servers within the company and will need to be configured separately. As an example the email address webAlert@server.bulletinwireless.net is a subdomain of 'bulletinwireless.net' but the full domain name (server.bulletinwireless.net) will have to be configured if this email address is to be able to eTXT.
- whatis.com definition of a Domain
What is an IP address?
For eTXT an IP address a method of licencing that will allow all addresses sending from a specific mail server to eTXT by email.
This is useful if a company has a number of domains and a mixture of email users that all send via the same server as it allows the CA to open up eTXT to anyone and everyone without any limitations.
It is important to note that all eTXT messages sent via this IP will be charged to the nominated billing account so please ensure that the client is aware of this and is the sole user of a mailserver.
IP addresses are also part of the security features within eTXT. If a client has IP authentication turned on then every email message is checked to see if it came from one of the allowed IP addresses. The CA is notified the first time an IP is used so they can check if it is a valid user. If an IP is not in the allowed list then the message will be dropped and the user will not be notified (only the CA will be notified, and only the first time an IP is used).
Some ISP's have over 20 servers that process their mail, if a client is using such an ISP then they will receive an email notification each time a server is used for the first time.
IP Authentication offers an additional layer of security when it is enabled. It is recommended that IP authentication is turned on by the CA after a few weeks of eTXT use. This will allow the system time to record the IP addresses that are being used without dropping any messages.
After this initial period, turning on IP authentication will prevent most unauthorised access unless a hacker is using IP spoofing but this is more difficult to achieve than simple sender address spoofing.
What is an email header?
Email Headers are the 'wrapper' around the email message. They include routing information and special instructions that the sender or the senders email system adds in. At each step in the journey of an email from the sender to the recipient additional items are usually added to the header that allows us to track where it has been and how it should be handled.
By looking at the header you can see which address is used which will help you see why a message may fail, eg because of an incorrect 'return-path' or unauthorised IP address.
What is a Company Administrator (CA) that keeps getting referred to?
A CA is the main contact person within an eTXT company. This is the person that will receive email notifications from the system and be contacted if there are any issues that they need to be aware of. It is important that this person is real (you'd be surprised how many aren't) so that contact can be made quickly when the quality of their service is under threat.
When configuring a company please ensure that the email address and name of the CA are valid as these are used to notify them of security breaches, exceeded limits, abuse of the system and new features. If the CA does not get this information then they may not be liable for any costs.
| IMPORTANT
The Company Administrator should be the single point of contact for all your communication with the company. |
If another person wants to make changes to the account then they should not be allowed to. These changes include but are not limited to
- add an email address for messaging by email
- create a new login
- change Billing numbers
- get a password
- edit security settings
- get information about an account
- request a report
eTXT - CSR FAQ
