{"id":43157,"date":"2022-11-30T13:08:05","date_gmt":"2022-11-30T12:08:05","guid":{"rendered":"https:\/\/tellustalk.com\/faq-frequently-asked-questions\/"},"modified":"2024-02-05T00:19:01","modified_gmt":"2024-02-04T23:19:01","slug":"faq","status":"publish","type":"page","link":"https:\/\/tellustalk.com\/en\/help\/faq\/","title":{"rendered":"FAQ – Frequently Asked Questions"},"content":{"rendered":"

[et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_color=”#f7f7f7 ” custom_padding=”||0px||false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text admin_label=”Inledning” _builder_version=”4.21.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

FAQs about our services<\/h1>\n

[\/et_pb_text][et_pb_text admin_label=”FAQ – allm\u00e4nt” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

\n
\n

\n Does it take a long time to become a customer?<\/a>\n <\/h4>\n
\n

It only takes a few minutes to set up your new new account. Call us on +46 8 509 126 00<\/span> and you’ll get started straight away.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

\n

\n Can you test the services before you decide to proceed to become a valued customer?<\/a>\n <\/h4>\n
\n

Yes! Call us on 0046850912600 or fill in a notification of interest<\/a> on the website and we will help you get started with a free trial account for your company.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

\n

\n Integration with your systems using an API?<\/a>\n <\/h4>\n
\n

You can easily integrate all services into your systems and applications, there are several APIs<\/a> to choose from such as REST, HTTPS, SMPP.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

\n

\n Can you send to multiple recipients at the same time?<\/a>\n <\/h4>\n
\n

Create an address book with many recipients or cut and paste the recipients into a new message in the Toolbox, then you can send to everyone at once.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

\n

\n Can you schedule your mailings?<\/a>\n <\/h4>\n
\n

Should you send your message on another day or time? Schedule your message logged into your toolbox on the web, it is also possible to specify that the sending is repeated at selected intervals<\/p>\n<\/div>\n <\/div>\n <\/div>\n

\n

\n Can I see the delivery status of sent messages?<\/a>\n <\/h4>\n
\n

The logs show all traffic, regardless of whether it is SMS, email or fax. Both incoming and outgoing traffic is displayed.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

\n

\n What do the error codes mean and what do I do now?<\/a>\n <\/h4>\n
\n
\n
To decipher error codes can be tricky. To be more specific; sometimes it is the same error code on two quite different errors, sometimes it is different error codes on the same error.<\/div>\n
\n
\n

What to do in case of failed message delivery?<\/h2>\n

First, check if the number is correct, has a subscriber and is connected to the network.<\/p>\n<\/div>\n

Can you call the number, are the signals coming through?<\/div>\n
\u2013 SMS: can you send an SMS with your regular mobile phone to the number?<\/div>\n
\u2013 Fax: do you hear a fax tone when you call the number?
\nIf Yes, let us know, as this is important information in the troubleshooting process.<\/b><\/p>\n

\n<\/b>When you get error messages like<\/div>\n
Auto Blocked Recipient<\/strong> (TellusTalk has blocked the message)<\/div>\n
txtSUBSCRIBER_UNKNOWN<\/strong><\/div>\n
txtSUBSCRIBER_UNAVAILABLE<\/strong><\/div>\n
\n
txtMISSING_NUMBER<\/strong><\/div>\n
txtNUMBER_NOT_NUMERIC<\/strong><\/div>\n
txtNUMBER_TOO_SHORT<\/strong><\/div>\n
txtNUMBER_TOO_LONG <\/strong><\/div>\n
txtINVALID_NUMBER_SMS_AREA_CODE<\/strong><\/div>\n
txtNO_VALID_COUNTRYCODE<\/strong><\/div>\n
txtINVALID_NUMBER<\/strong><\/div>\n<\/div>\n
Subscription missing<\/strong><\/div>\n
\n

there is almost always something wrong with the number.<\/p>\n

Contact us, via email or telephone.
\nIf the number is valid, delivery of your message should be possible.
\nSometimes there may be changes in local, country-specific, rules, especially concerning SMS, and it may be necessary to make some adjustments. Contact us as soon as possible, most operators only save their logs for a few days.<\/p>\n

Automatic routing<\/h3>\n

To ensure delivery, automatic rerouting between different suppliers is provided.
\nIf any supplier has problems, another is automatically selected.
\nOnce the message is delivered to the network, we can no longer alter it.<\/p>\n

If you want an early warning, you can set up your account so that you receive a “preliminary report”. This allows you to know if the first transmission attempt has failed, so that you can keep an extra eye on that particular message. Tell us and we’ll help.<\/p>\n

Management of delivery reports<\/h3>\n

Operators report back to us in slightly different ways, some more clear than others. We automatically send this report back to our customers and then the customer must decide for himself which routines need to be set up for monitoring these.<\/p>\n

We have no way of determining which messages are critical and properly addressed, and which have been sent out as mass mailings to hundreds of unknown numbers. This is the reason why we cannot report every failed delivery to the operators. Our customers are the only ones who have this information and that is why you need to monitor your delivery reports.<\/p>\n

Validity period (SMS)<\/h3>\n

Mobile operators may sometimes retry for up to 72 hours before sending us a report. They call this “Validity Period”.<\/p>\n

If you need the report sooner, the validity period can be shortened and the message terminated if it has not arrived at once. Let us know and we’ll fix it for all destinations that allow reduced validity.<\/p>\n

Error messages and their importance<\/h2>\n

Duplicate message<\/strong>, the message has been blocked by TellusTalks loopcontrol. You have sent identical messages to the same recipient within 2 minutes (SMS) or 5 minutes (Fax).
\nSolution – do not send identical messages to the same recipient within 2 and 5 minutes respectively.<\/p>\n

Auto Blocked Recipient<\/strong>, messages have continuously failed to this recipient in the past
\nEvery time you send messages to a mobile operator, they charge full price, even if the message cannot be delivered. If a fax can\u00b4t be delivered, it may be because there is not a faxmachine at the receiving end, instead a person who is being disturbed unnecessarily.
\nThis automatic blocking feature is a service provided by TellusTalk so that you don’t have to pay full price for non-deliverable messages and do not disturb. The block prevents the sending of new messages for an increasing time span each time a message fails.<\/p>\n<\/div>\n

\n

These are the time criteria: 4 h, 8 h, 16, 32.. up to a maximum of 2 weeks, then the block is reset automatically.<\/p>\n

Solution \u2013 Check the number, is it really an active number?<\/strong>
\nIf it is active but still cannot receive SMS\/MMS, the mobile may have lost registration with the operator’s network and the following action may solve the problem.<\/p>\n<\/div>\n

\n

You need two mobile phones for this:<\/p>\n

    \n
  1. Power off the first phone<\/li>\n
  2. Remove the SIM-card<\/li>\n
  3. Place the SIM-card in the second phone and start it<\/li>\n
  4. Power off the second phone and remove the SIM card<\/li>\n
  5. Place the SIM-card in the first phone again and start it. It should now have been re-registered in the network.<\/li>\n<\/ol>\n

    If this does not help, but the number is valid, please contact us!<\/b><\/p>\n

    More general error messages<\/h2>\n

    These error messages are often temporary errors and errors that can be fixed with our help.
    \nAlways start by checking that the number is correct and active<\/b><\/p>\n<\/div>\n

    \n

    Then contact us and we’ll sort it out.<\/p>\n

    Unknown number (the number is not active or cannot be found by the operator):
    \ntxtSUBSCRIBER_UNKNOWN<\/strong><\/p>\n

    \n

    Unsuccessful delivery (error in the mobile according to the mobile operator):
    \ntxtSUBSCRIBER_UNAVAILABLE<\/strong>
    \ntxtHANDSET_MEMORY_FULL<\/strong> Solution \u2013 Contact the recipient, the inbox may be full.
    \ntxtHANDSET_ERROR<\/strong>
    \nSubscriber Error:submit_sm or submit_multi failed<\/strong>
    \nSubscriber Error:1:<\/strong>
    \nSubscriber Error<\/strong><\/p>\n<\/div>\n

    \n

    The mobile operator has attempted to retransmit and deliver the message until the maximum validity period has been reached:
    \nOperator Expired<\/strong><\/p>\n

    Unsuccessful delivery (possible technical error with the mobile operator):
    \ntxtSMSC_FAILURE<\/strong> (SMSC error in the network)
    \ntxtOTHER_ERROR<\/strong> (unspecificied error)<\/p>\n<\/div>\n<\/div>\n

    <\/div>\n

    Failed delivery (fax)<\/h3>\n
    Local hardware error<\/strong> – almost always means that there is no fax machine on the other end, can also mean that someone answered on the other end unexpectedly<\/div>\n
    Error in selection Number (II)<\/strong> \u2013 almost always means that there is no fax machine on the other end, can also mean that someone answered on the other end unexpectedly<\/div>\n
    Internal image conversion error<\/strong> \u2013 may be an error in the conversion of the document, please contact us
    \nDocument conversion failed<\/strong> \u2013 may be an error in the conversion of the document, please contact us<\/div>\n
    \n

    If there is a file called winmail.dat<\/b> attached in the mail to us, it can cause problems. It is something that should only be used between Microsoft mail servers, if this file is also sent to our mail server, it is a setting that must be changed in the sending mail server.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n Which browsers are supported?<\/a>\n <\/h4>\n
    \n

    All modern browsers are supported. The web browser Internet Explorer version 11 and onwards.<\/p>\n

    Microsoft Edge, Safari, Firefox, Opera and Chrome are supported on both Mac and PC<\/p>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n Where are TellusTalk’s servers located?<\/a>\n <\/h4>\n
    \n
    \n
    TellusTalk’s platform is owned by the company and 100% developed in-house. It is hosted on a cloud service.<\/div>\n
    In 2023, all customers will be migrated to a newly built platform located on a Swedish cloud service on servers in Sweden. Sweden is a member of the EU. The platform also uses its own mail servers located in Sweden.<\/div>\n
    The old platform was\/is operated entirely within the EU on Google’s cloud service (App Engine) and virtual mail servers hosted in Sweden and within the EU.<\/div>\n<\/div>\n<\/div>\n <\/div>\n <\/div>\n
    \n

    \n Why a new platform?<\/a>\n <\/h4>\n
    \n

    It began with a desire to leave American cloud services and host our platform on Swedish servers as we have many customers within public authorities with a requirement not to let personal data end up outside the EU.<\/p>\n

    When you are building a completely new platform from scratch, you also want to have a look at if there are new and better ways to do things. This ended up in some pretty major improvements:<\/p>\n

    Privacy by Design<\/h2>\n

    Privacy by Design means that a system has built in functionality to ensure data integrity. This is a demand according to the GDPR, but there are many other reasons you would want to have stabile functionality for data protection.<\/p>\n

    The old platform has had improvements over the years to ensure security and integrity, but that could never equal a system that has been built from the foundation with Privacy by Design in mind.<\/p>\n

    For starters, the new platform has a completely new solution for encrypting, which gives your data optimal protection.<\/p>\n

    Your data has also additional protection from a brand new authorization management system where you are in control as to what data should be shared and to what users.<\/p>\n

    Servers in Sweden<\/h2>\n

    You can feel safe, knowing your data is processed according to the GDPR, now and in the future, since both the new platform and the new email server resides on Swedish servers, located in Sweden.<\/p>\n

    Increased portability<\/h2>\n

    To minimize the risk of service interruption, the new platform has been designed to be very easy to move or distribute to other servers.<\/p>\n

    Is your data so sensitive that it must not leave your own servers? The new e-sign service is designed as a standalone app, making it possible to host anywhere and connect with local channels for email and url:s.<\/p>\n

    Sub processors<\/h2>\n

    As all of the sub processors for the standard services are providing their services without the use of american cloud services you do not need to worry about excluding any sub processors in our DPA. Everything to make it easy for you and secure your data.<\/p>\n

    Messages that are destined outside the EU must ofcourse be processed outside the EU at some point.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n Migration of API-users 2023<\/a>\n <\/h4>\n
    \n

    This is a collection of information about what the change of platform means to you as an API-user.<\/p>\n

    You can either migrate manually now, wait until we make the automatic migration of users or you can even choose to stay a little longer on the old platform to ensure a controlled migration.<\/p>\n

    Migrate now<\/h2>\n

    We recommend that users with high volumes or critical messages makes the migration now to ensure a safe transfer.<\/p>\n

    Contact us<\/a> to get help with preparing your API-user on the new, swedish, platform. Use the temporary URL: k8api.tellustalk.com. The URL api.tellustalk.com will be redirected after the automatic migration of users later.<\/p>\n

    Migrate automatically<\/h2>\n

    Let us do the migration for you, you don\u00b4t have to do anything.<\/p>\n

    At the end of November we are planning to make a copy of all users, settings and passwords and transfer them to the new platform. The URL api.tellustalk.com will be redirected and all messages will then automatically end up on the new platform.<\/p>\n

    This is recommended for users with smaller volumes and no special settings in your API call.<\/p>\n

    Stay a little longer<\/h2>\n

    If you require more time to complete the migration, you can change only the URL you are currently using to gapi.tellustalk.com and you will still be using the old platform after the automatic migration. Then you are free to migrate when you are ready.<\/p>\n

    From the 31:st of December 2023 we will no longer be able to make any changes to the old platform, but inte will not be completely shut down until later.<\/p>\n

    API documentation<\/h2>\n

    Most of our API documentation<\/a> will remain the same, but as more services and functionality has been added, it has had some changes.<\/p>\n

    Please note that our new service for e-signatures has its own, new, API documentation.<\/a> API calls on the old format will automatically be converted into the new e-sign service. This means that some attributes for custom format on emails and web pages will cease to work but the basic functionality will be the same. To take advantage of all the benefits of the new service for electronic signatures we recommend that you consider to adjust your calls according to the new API.<\/p>\n

    Why a new swedish platform?<\/h2>\n

    There are many reasons why we choose to build a new platform. But the main reason is to be more GDPR compliant.<\/strong>
    \n    You can read more about our new platform here!<\/a><\/p>\n

    News on the new platform<\/h2>\n

    Sign App<\/a>
    \n    Address book <\/a>
    \n    Administrative access<\/a>
    \nNew look on the entire     Toolbox<\/a><\/p>\n

    We are continously updating our Help pages<\/a> where you can read more about how to use the services, change settings and much more.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n When are templates good to use?<\/a>\n <\/h4>\n
    \n

    Create a template for mailings you do regularly. All settings, recipients and attachments can be saved in a template. One template can be set as the default for new mailings, and you can choose others whenever you want.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n Why do I receive mail with the subject “Something to manage”?<\/a>\n <\/h4>\n
    \n

    The first time you use the service, you will receive an email called “Something to manage”. This email contains instructions on how to set your personal profile and create a password. If you only use the service from your email, you can ignore this email.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n What files can I attach?<\/a>\n <\/h4>\n
    \n

    You can attach all kinds of files, but only PDF files can be signed.<\/p>\n<\/div>\n <\/div>\n <\/div>\n <\/div>\n

    [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ _module_preset=”default” background_enable_image=”off” custom_padding=”0px||||false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}”][et_pb_text admin_label=”SMS fr\u00e5gor Inledning” module_id=”1″ _builder_version=”4.21.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]<\/p>\n

    SMS services<\/h2>\n

    [\/et_pb_text][et_pb_text admin_label=”FAQ – sms” _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”]<\/p>\n

    \n
    \n

    \n How many characters can you send in an SMS?<\/a>\n <\/h4>\n
    \n

    A normal SMS consists of 160 characters using the GSM 7-bit alphabet<\/strong><\/p>\n

    This is a limitation in the format\/protocol through which SMS is sent.<\/p>\n

    To be able to send longer messages than that<\/strong>, the message is divided into parts of 153 characters and sent as separate text messages. 7 characters are sent that tell the phone in which order the parts should be put together, so that the phone can display the message as a single long text at the recipient.<\/p>\n

    This means that if you send a text longer than 160 characters, it will cost more than just an SMS.<\/p>\n

    If you are unsure of how long your message will be,<\/strong> it is recommend that you test sending a message to yourself first. In your logs<\/span>, you can then see how many SMS parts your message was split into. Feel free to contact us if you want help checking this.<\/p>\n

    Mailings using the address book<\/h3>\n

    Each address book can have its own settings that add text to the message. The added text should also be included in the total number of characters sent. The editor in the Toolbox cannot count these, it only counts the characters in the message box.<\/p>\n

    If you have a text in the “SMS Header” – field, that text will be added in the beginning of the message. If automatic unsubscribe notification is activated, the system also adds a text at the end of your message, with information on what the recipient should do if they wish to unsubscribe from further mailings.<\/p>\n

    Depending on the type of sender you have in the address book, different numbers of characters will be added:<\/strong>
    \n– Short code 72080, Reply SMS and Own number as sender means that the final text will be approx. 38 characters long: “\u2014 Answer STOP to unsubscribe.”
    \n– A text as sender\/originator causes the end text to be approx. 34 characters long: “\u2014 Unsubscribe: Reply stop to 72080”<\/p>\n

    If you are unsure of how long your message will be,<\/b> it is recommend that you test sending a message to yourself first.<\/p>\n

    GSM 7 alphabet<\/h4>\n

    Character set GSM 03.38 is the usual one for SMS and creates the GSM 7 bit alphabet.<\/p>\n

    According to wikipedia, the following characters are accepted in the above alphabet:
    \n0123456789
    \nABCDEFGHIJKLMNOPQRSTUVWXYZ\u00c4\u00d6\u00d1\u00dc
    \nabcdefghijklmnopqrstuvwxyz\u00e4\u00f6\u00f1\u00fc\u00e0
    \n\u00e8\u00e9\u00f9\u00ec\u00f2\u00c7’\u00d8\u00f8’\u00c5\u00e5\u0394_\u03a6\u0393\u039b\u03a9\u03a0\u03a8\u03a3\u0398\u039e’\u00c6\u00e6\u00df\u00c9
    \n\u00a3$\u00a5
    \n.,!
    \n“#\u00a4%&'()*=-\/:;<=>?\u00a1’\u00bf<\/p>\n

    Then there are some characters that make the message longer without making it Unicode, according to Wikipedia they are the following characters:
    \n|^\u20ac{}[]~<\/p>\n

    When does it become Unicode?<\/h4>\n

    When the message contains characters that are not in the GSM 7-bit alphabet, it becomes Unicode.<\/p>\n

    Then it can be covered by different character tables, the most common being GSM 8 bit.<\/p>\n

    There are, for example, the small Greek letters and many Latin letters (for example: \u0161, \u017e, \u2013, \u00b4and \u201c) that are missing in the character collection above. Emoticons\/emojis belong to the GSM 16 bit table, which means that even more characters are used “per character”.<\/p>\n

    Then there are additional Unicode formats that make the maximum number of characters even more modest, they are not so common and therefore not specified here.<\/p>\n

    Messages sent as GSM 8 bit instead of GSM 7 bit can be a maximum of 70 characters per SMS instead of 160 characters.<\/strong><\/p>\n

    When it comes to concatenated\/multipart messages, there will be a maximum of 153 parts in regular SMS and 67 characters in Unicode messages.<\/strong><\/p>\n

    Max number of characters in a concatenated\/multipart Unicode message is 1072 (it will be 16 parts long) provided it is GSM 8 bit Unicode.<\/strong><\/p>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n Can the recipient reply to the SMS?<\/a>\n <\/h4>\n
    \n

    The recipient can easily reply to your SMS if you have set “Reply SMS” as a setting in your account. The answer is sent back to your email or directly into your system via API.<\/p>\n<\/div>\n <\/div>\n <\/div>\n

    \n

    \n What is Link SMS and what is it used for?<\/a>\n <\/h4>\n
    \n

    Link SMS<\/a> is a quick way to reach out with a lot of information in one SMS. Write a regular SMS and attach the images, documents and videos you want to send and it will be converted to a Link SMS. Simple as that! The recipient receives an SMS with a clickable link with your message. If you attach files, the recipient can download or read them directly on the mobile.<\/p>\n

    Examples when Link SMS is good to send:<\/p>\n