Email To SMS Technical Guide
Table of Content 1 Document information 3 1.1 Purpose 3 1.2 Change history 3 1.3 Release notes 3 1.4 Contact 3 2 Introduction 4 2.1 Overview 4 2.2 Main features 4 2.3 Email fields supported 5 3 Flow Description 6 3.1 Email sent to customer 6 3.2 SMS received by end-user 7 3.3 Email received back 7 4 Sending SMS to end-user 8 4.1 Checking Authorization 8 4.2 Checking the email 8 4.2.1 Email field To 8 4.2.2 Email field Subject 8 4.2.3 Email field Body 9 4.2.4 Email field Importance 9 4.2.5 Others email fields 9 4.2.6 Quota checking 9 4.3 Email Acknowledgment 10 4.4 SMS sending 10 4.5 Receiving SMS Delivery Report 11 5 Receiving SMS from end-users 12 6 Tips for managing emails 13 6.1 Receiving Duplicate error message when sending only one email 13 6.2 Managing automatically email notifications 14 7 Characters accepted 16 Email To SMS - Technical Guide 2
1 Document information 1.1 Purpose Purpose This document describes the usage of the Email To SMS product. The latest version of the document is available at the address http://interactive.ringring.be/public/documentation/emailtosms.pdf 1.2 Change history Changes R e l e a s e d a t e C h a n g e s 2013-08- 01 I n i t i a l v e r s i o n 1.3 Release notes Versions 2013-08-01 Initial version 1.4 Contact Contact The Ring Ring Company 2/F, Culliganlaan 1831 Diegem (Belgium) Coordination@ringring.be Tel (During Business Hours) : +32 (0) 2 502 85 00 Tel (Outside Business hours) : 0800 930 92 (only accessible from Belgium) Email To SMS - Technical Guide 3
2 Introduction 2.1 Overview Overview EmailToSMS enables sending and receiving SMS messages through the use of standard email messages. Email messages are converted to SMS and vice-versa on the RingRing Cloud platform allowing the use of SMS services without any development or integration. All email software or cloud based email clients are supported including (gmail, Yahoo, Outlook 365, ) Features 2.2 Main features The EmailToSMS is able to : - Convert email to SMS - Convert SMS to email - Keep track of conversation (Reply) - Work with HTML and plain text email - Secure the access to individual into the organization - Protect against duplicate sending. - Provide Acknowledgment when sending email - Provide Delivery notification report The email side is used by the customer and the SMS side is used by the end-user with who you want to communicate. The conversation can start with an email from your company converted to a SMS sent to an end-user. Or it can be a SMS sent by an end-user converted to an email and sent to your company. Email To SMS - Technical Guide 4
2.3 Email fields supported Emails have different fields that are used by the EmailToSMS to handle them. Field Used by Description EmailToSMS To Yes The To field is converted into a mobile phone number that will receive the SMS Cc Yes The Cc field is converted into a mobile phone number that will receive the SMS Bcc Yes The Bcc field is converted into a mobile phone number that will receive the SMS Subject Yes Subject is not mandatory and modified by the EmailToSMS to add the Re: (Reply) in front of the text and add a Process ID and the end of the text. Body Yes The Body is converted to a SMS message, note that the text <END> will mak the end of the messag Importance Yes The Priority indicates if a message considered as duplicate should be sent (High Importance) or not (Normal or Low Importance). Attachment No The attachment are not processed and discarded in this version of Email2SMS Sensitivity No Sensitivity is not used Reply-To No Reply-to is not used in this version Email To SMS - Technical Guide 5
3 Flow Description The flow consists of 2 directions from Email To SMS and from SMS to Email. The conversation can start from an email converted to SMS or vice-versa. To allow a conversation starting from a SMS, you need a dedicated shortcode or a shared shortcode with a keyword. Please contact your Sales representative for more details. 3.1 Email sent to customer You need to end you message with the tag <END> The text after the <END> is not sent by SMS but is preserved in the email communication! This will avoid sending your email signature by SMS. Email To SMS - Technical Guide 6
3.2 SMS received by end-user The End-user is receiving a SMS and is able to send back a reply. 3.3 Email received back The SMS reply of the end-user is converted into an email. You can continue the conversation by replying to the email (don t forget the <END> tag). Email To SMS - Technical Guide 7
4 Sending SMS to end-user 4.1 Checking Authorization When sending an email to Email To SMS, the originator (email from address) of this email is checked for authorization. Authorization is specific per customer and this authorization can be set per individual email address or for the complete domain name. You receive a specific email message in the case you don t have the permission to use the EmailToSMS. 4.2 Checking the email The email sent to Email To SMS is validated before its conversion to an SMS. Emails are handled every minute. 4.2.1 Email field To The destination of the email (the To field) is controlled and verified, only the following addresses are allowed phonenumber@smsemail.be where phonenumber is the international mobile phone number of the SMS destination without the leading 0 or the plus sign. Example: 32478123456@smsemail.be 4.2.2 Email field Subject The subject is not used by EmailToSMS and your text is preserved during the conversation allowing you to organize your conversation in your email client. The subject is modified by the EmailToSMS to add the necessary Re: text in front of the subject to mark an email as replied and an process ID is added at the end of the subject allowing a quick reference to individual message. Email To SMS - Technical Guide 8
4.2.3 Email field Body The email body is the SMS message to be sent, SMS is a short message compared to an email. To avoid issue related to the sending of long email through SMS some limitations are set to avoid such kind of issues. The message to be sent by SMS must be delimited by the keyword <END>. <END> will mark the end of the SMS message and the rest of the email after <END> is not sent by SMS but is kept in the email conversation. <END> is not mandatory if the email body contains only one sentence. The maximum length of the body is fixed to 800 normal characters (5 SMS). 4.2.4 Email field Importance This field can be used to override the duplicate protection. The duplicate protection avoids sending duplicate messages (with the same destination and body) within one hour. In this case, an email is sent back to you alerting that a message is already processed in the last hour for this mobile phone number with the same content. In the case you want to avoid this protection, you can set the Importance to High and then all messages will be set without checking past messages. 4.2.5 Others email fields Fields Reply-to, attachments, sensitivity are not used in this version of Email To SMS 4.2.6 Quota checking EmailToSMS is checking the quota of SMS allowed per month depending on the customer subscription. Alerts are already sent when 90% of the SMS quota is reached. Please contact your Sales Representative to increase the Quota by changing your subscription if necessary. Email To SMS - Technical Guide 9
4.3 Email Acknowledgment A CK Once the email is received, EmailToSMS will send back a Success or Error Acknowledgment directly to the email sender or the email configured in the EmailToSMS product. Emails to acknowledge or alert customers are sent by the email address mailprocessor@smsemail.be. 4.4 SMS sending Sending SMS After the email is validated, EmailToSMS will send a SMS to the destination number, the originator of this SMS will be the assigned 4-digits shortcode (bulk or dedicated shortcode depending on your account). Email To SMS - Technical Guide 10
4.5 Receiving SMS Delivery Report Once the email is delivered to the mobile device, a Delivery Report (DLR) will be sent out by mail-processor@smsemail.be allowing you to know if the message was delivered or not. Please refer to http://interactive.ringring.be/public/documentation/deliverynotificationcodes.pdf for more information about SMS Message Status. Email To SMS - Technical Guide 11
5 Receiving SMS from end-users End-users can send a SMS to a 4-digits shortcode (bulk or dedicated shortcode depending on your account) that will be converted into an email and sent to your email address. In the case you sent a message to the end-user using a bulk or shared shortcode, the SMS reply (sent by the end-user) must be sent within a 72 hours period to be routed to the customer email address. You will not receive SMS from end-user after this 24-hours period. A solution consists of taking a dedicated shortcode where all incoming messages will be sent to your email addresses. The email received in the customer s email inbox will have the following parameters: From : the mobile phone number of the end-user who sent the SMS in the format phonenumber@smsemail.be To: the email address destination of the customer. Subject: In the case of a conversation started by the customer (who sent an email converted into a SMS for the end-user) the subject is modified by adding the text Re: in front of the text and adding an identifier of message at the end of the subject text. If the conversation wasn t initiated by the customer (in a case where the enduser started the conversation by sending a SMS) then the subject message is filled with the default text: New SMS Message. This default subject line can be changed by whatever you want. Body: contains the SMS message of the end-user. By replying to this email, you will send a SMS message to the end-user Email To SMS - Technical Guide 12
6 Tips for managing emails 6.1 Receiving Duplicate error message when sending only one email If you receive back an email with the error Duplicate Error Message and if you are sure to just have sent ONLY ONE email then your email client Outlook is probably the cause of the problem. In this case, by setting the High Importance flag to true you will force sending multiple SMS to the same phone number! Solution 1 : Remove the plugin Outlook connector if you don t use it. This solution will solve the problem and you will be sure to not send duplicate message if you set the High Importance flag to true. Solution 2: Create a rule in your email client to move or delete the Email Duplicate Error Message. This solution will not solve the problem if you set the flag High Importance to true. Email To SMS - Technical Guide 13
6.2 Managing automatically email notifications Managing email notifications (ACK, NACK, ERROR messages ) can be automated with rules directly from your email client. Here is a simple example of creating a rule to move automatically messages to a specific folder. In Outlook, go to Rules and Create Rule. Select from mail-processor@smsemail.be and select with specific word in the subject or in body. Click on specific words Email To SMS - Technical Guide 14
Type the string you want to search (example: Duplicate Message Detected ) Click Add then click OK. Select now the action to perform for this rule. Here we decide to delete the email. Click Finish and you are done. More information on managing rules in outlook can be found on the web site of Microsoft: http://office.microsoft.com/en-us/outlook-help/manage-email-messagesby-using-rules-ha010355682.aspx Email To SMS - Technical Guide 15
7 Characters accepted Supported characters Only the character set GSM 7-bit default alphabet and extension table of 3GPP TS 23.038 / GSM 03.38 is supported. All other characters in the email are removed or replaced with the closest character. 3GPP TS 23.038 / GSM 03.38 x0 x1 x2 x3 x4 x5 x6 x7 x8 x9 xa xb xc x D xe xf 0x @ $ è é ù ì Ò Ç LF Ø ø CR Å å 1x Δ _ Φ Γ Λ Ω Π Ψ Σ Θ Ξ ESC Æ æ ß É 2x SP! " # % & ' ( ) * +, -. / 3x 0 1 2 3 4 5 6 7 8 9 : ; < = >? 4x A B C D E F G H I J K L M N O 5x P Q R S T U V W X Y Z Ä Ö Ñ Ü 6x a b c d e f g H i j k l m n o 7x p q r s t u v w X y z ä ö ñ ü à 1B 0x 1B 1x ^ 1B 2x { } \ 1B 3x [ ~ ] 1B 4x 1B 5x 1B 6x 1B 7x FF Email To SMS - Technical Guide 16