80% of our employees are with AT&T and they consistently report either not receiving pay-stub email to SMS messages, or receiving them several days late. Submitted this as case 1608696 and it was closed stating it should be an idea...
Change SMS Delivery Method to something more reliable such as Carrier SMS APIs or Tier 1 SMS aggregator.
ATT Email to SMS Limits? - E-mail to SMS has long been discouraged (thread from 2011): http://developerboards.att.lithium.com/t5/Network-Security/SMTP-Gateway/td-p/28403 . The reason for this is that due to high volumes of messages being sent this way - consistency of delivery is not guaranteed. ...AT&T filters pretty hard on e-mail to SMS because customers dislike getting SPAM text messages.
AT&T's SMS API - This allows an application to send a SMS to an AT&T subscriber. If you need a cross carrier solution, then you would need to use an aggregator.
Sam Carney
| Company | Excel USA |
| Job Title / Role | MIS Director |
| I need it... | Yesterday...Come on already |
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Thanks Michael!
Thanks for sending this in. We plan on releasing a feature to allow for sms via a service. You can look forward to this in a near term release wahoo! I'm glad the community let us know of this need. This community is awesome!
Just wanted to give update on my progress with ATT. They basically say we shouldn't use email to SMS for ENTERPRISE applications. Meanwhile, I'm going to utilize an additional SMS Gateway service until this is sorted out from Viewpoints side.
Sam Carney
***************************************************************************************************
From: BARES, DANIEL J
Sent: Tuesday, May 7, 2019 1:28 PM
To: Sam Carney <SCarney@excelusa.com>
Subject: FW: ATT email to text service
Importance: High
Just wanted to follow up with this email I just received.
Daniel Bares
Client Solutions Executive
AT&T Business Solutions
From: SWIFT, ANGELA J
Sent: Tuesday, May 07, 2019 1:15 PM
To: BARES, DANIEL J
Subject: RE: ATT email to text service
Importance: High
Hello Daniel,
I am so sorry this took so long to get a response! Please see below!
My shortened version of the resolution is anyone using text to email @txt.att.net will have delays and unsuccessful delivery unless they keep it to groups of 100 or less. This customer was doing well over 200 in one message and the behavior of the spam filter was normal and I will suggest they try sending them in amounts of 100 or fewer if they insist on using this platform. As I suspected the spam filter also helps with MALWARE DDOS attacks and has been stricter over the last year which probably matches up with this customers timeline of when they started having problems.
If you want to know who I engaged and how it unfolded please see the long version below 😊
I engaged Jeff Weber who works with Network and asked “Is there a way to report slow/delayed message delivery for text to email @txt.att.net? I see it is run through TORCH now but I can only find troubleshooting/technical help if the problem is intercarrier related only and the messages are not going through (metcalf) not if both AT&T and intercarrier are delayed. this is what one of our sellers is saying from the customer.”
Jeff replied and said that Felicia Felix’s technical team can run a MMS trace if they are notified within 12-24 hours of it being sent.
Below was my ask to Felicia Felix and team:
Can you have someone on your team file a case to have a trace done for slow/delayed message delivery for text to email @txt.att.net? I was told if we alert your team within 12-24 hours from the message being sent out your team can file the case for us and then Network Ops and helpdesk will take over and complete the trace to detect the delay. The customer just sent one out today a few hours ago I believe. I have their emails pasted below from this morning and my initial communication that has more detail from the customer highlighted in yellow directly below. Thank you for your assistance!
Their response and resolution is below:
When I spoke with Sam last week, we discussed the email that was provided to me from Vern that was put together by Charles Cooke. My apologies, but a case was not made since this was an issue with them sending over 200 messages at once to the email domain. The last communication I had with Sam was the following to explain that the behavior of the spam filter was normal and suggested they try sending them in fewer amounts. Here is what was provided to my from Vern. We discussed this last week, but I must have misunderstood you about the case.
“The reason that a rate limit might come across as a permanent block is that it prevents messages from getting sent over a period of time. Once that period has elapsed, that IP is freed up again. If they have queue’d messages, once that block is lifted, their server will try to push them all at once putting them back on the list and the block gets reinstated. What the customer should do is ensure that they have absolutely no pending messages in their server. Once that is done, they should wait a period of 2 to 3 hours and attempt to send ONE message and see if that is successful.
These consumer SMS gateways do not allow for trusted sources, so every IP that attempts an email to SMS is treated against the same security policy. What we need to emphasize here is that this is a security policy put in place to protect our network and all of the subscribers. These messaging gateways, if it were to fall victim to an attack (intentional or not), would impact the ability to send and receive SMS for every single mobile subscribers housed on it. There are no exceptions that are typically made, regardless for the reason.
The team will investigate to determine if there is any blocks that are occurring. We will not be able to share any security protocols and measures that are in place, simply just advise them that they are caught up in our security program and need to move off of messaging through the consumer gateways (CTN@txt.att.net, CTN@mms.att.net, etc). This should be a solution that is running through Business Messaging, GSMS, or other enterprise grade offerings.”
Like we discussed, I would try sending one to see how long it takes to deliver the two part message, then increase it from there if it doesn’t take too long. Please let me know if there are any further questions.
Angela Swift
National Mobility
Select and Regional
SWAT Team Billing and VP And Executive Escalation Manager
AT&T
From: SWIFT, ANGELA J
Sent: Wednesday, May 1, 2019 9:40 AM
To: FELIX, FELICIA A
Cc: BARES, DANIEL J; WEBER, JEFFREY J
Subject: RE: ATT email to text service
Importance: High
Hello Felicia,
I need your assistance please! Can you have someone on your team file a case to have a trace done for slow/delayed message delivery for text to email @txt.att.net? I was told if we alert your team within 12-24 hours from the message being sent out your team can file the case for us and then Network Ops and helpdesk will take over and complete the trace to detect the delay. The customer just sent one out today a few hours ago I believe. I have their emails pasted below from this morning and my initial communication that has more detail from the customer highlighted in yellow directly below. Thank you for your assistance!
Angela(9:48:31 AM): Good Morning! hope you are doing well!! QQ for you please! Is there a way to report slow/delayed message delivery for text to email @txt.att.net? I see it is run through TORCH now but I can only find troubleshooting/technical help if the problem is intercarrier related only and the messages are not going through (metcalf) not if both AT&T and intercarrier are delayed. this is what one of our sellers is saying from the customer. "Daniel Bares(9:27:52 AM): I just received the following from my customer : "Our paystub notification system for ABC company uses email to text method to notify employees their paycheck is processed. We’ve noticed ATT SMS messages being VERY delayed and basically unreliable. We haven’t noticed this with the other major carriers. We are using the email to SMS method (10digitnumber@txt.att.net). Do you have any suggestions for helping us getting through this issue?"
Text messages were just broadcasted out. Getting reports from non att subscribers, that they are getting them. I have not gotten mine yet.
If you need more att numbers to dig into, here’s some that were in the group today.
Angela Swift
National Mobility
Select and Regional
SWAT Team Billing and VP And Executive Escalation Manager
AT&T
From: BARES, DANIEL J
Sent: Wednesday, May 1, 2019 8:25 AM
To: SWIFT, ANGELA J
Subject: FW: ATT email to text service
Angela,
Here are some of the numbers sent out this morning. Please let me know what you find.
Thanks,
Daniel Bares
Client Solutions Executive
AT&T Business Solutions
From: Sam Carney
Sent: Wednesday, May 01, 2019 9:35 AM
To: BARES, DANIEL J COX, CHRISTOPHER E
Cc: PLAISANCE, SCOTT J >; LARUSSA, NICHOLAS
Subject: RE: ATT email to text service
Text messages were just broadcasted out. Getting reports from non att subscribers, that they are getting them. I have not gotten mine yet.
If you need more att numbers to dig into, here’s some that were in the group today.
Sam Carney
MIS Director
From: BARES, DANIEL J
Sent: Monday, April 29, 2019 1:28 PM
To: Sam Carney, CHRISTOPHER E
Cc: PLAISANCE, SCOTT J ; LARUSSA, NICHOLAS
Subject: RE: ATT email to text service
Sounds good. I have someone on standby to research when they get sent out. Call me with any questions in the meantime.
Thanks,
Daniel Bares
Client Solutions Executive
AT&T Business Solutions
From: Sam Carney
Sent: Monday, April 29, 2019 12:33 PM
To: BARES, DANIEL J ; COX, CHRISTOPHER E
Cc: PLAISANCE, SCOTT J ; LARUSSA, NICHOLAS
Subject: RE: ATT email to text service
We should have some going out Wednesday. I’ll send you another email once I’ve confirmed they’ve gone out.
Also, my personal mobile number is ATT and I should be in the group for Wednesday’s push. ***-***-****
Sam Carney
MIS Director
From: BARES, DANIEL J
Sent: Monday, April 29, 2019 12:22 PM
To: COX, CHRISTOPHER E ; Sam Carney
Cc: PLAISANCE, SCOTT J, NICHOLAS
Subject: RE: ATT email to text service
Sam,
I’m working with someone to trace this issue. I will need to provide them with the number within 12 hours of one being sent out. Can you let me know when the next date/time one of the messages will be delivered? Or did any try to go out this morning that we can use?
Thanks,
Daniel Bares
Client Solutions Executive
AT&T Business Solutions
From: COX, CHRISTOPHER E
Sent: Monday, April 29, 2019 11:25 AM
To: Sam Carney
Cc: BARES, DANIEL J; PLAISANCE, SCOTT J; LARUSSA, NICHOLAS
Subject: RE: ATT email to text service
Sam,
Thanks for the feedback. I’ll talk with Daniel shortly and see if we can get some additional support engaged. I’ve also copied additional members of the team that supports your account incase they may have recently helped other customers with a similar issue.
Chris Cox
AT&T Client Solutions Executive 2
National Business- Select Accounts
From: Sam Carney
Sent: Monday, April 29, 2019 11:22 AM
To: COX, CHRISTOPHER E
Cc: BARES, DANIEL J
Subject: RE: ATT email to text service
I combed through the entire post and didn’t see a real solution to the issue. I have many employees telling me they are getting the messages delivered to their phone days later, and some in the middle of the night. It’s not an issue with any one line’s settings, its more of a global issue with ATT that just popped up last fall it seems.
I did see a users recommendation to send to the @mms.att.net and was getting better results, but that’s not the standard recommendation from ATT docs.
Sam Carney
MIS Director
From: COX, CHRISTOPHER E
Sent: Monday, April 29, 2019 11:16 AM
To: Sam Carney
Cc: BARES, DANIEL J
Subject: RE: ATT email to text service
Sam,
I’ve sent this to Daniel as well. Did the thread provide a solution or process that will help or do Daniel and I need to work to provide additional support?
Chris Cox
AT&T Client Solutions Executive 2
National Business- Select Accounts
From: Sam Carney
Sent: Monday, April 29, 2019 11:04 AM
To: COX, CHRISTOPHER E
Subject: RE: ATT email to text service
Just came across this thread that sounds like my problem too.
https://forums.att.com/t5/Data-Messaging-Features-Internet/Email-to-Text-Gateway/td-p/5510500
Sam Carney
MIS Director
From: Sam Carney
Sent: Monday, April 29, 2019 10:57 AM
To: 'cc3033@att.com' <cc3033@att.com>
Subject: FW: ATT email to text service
Hi Christopher,
Our paystub notification system for Excel uses email to text method to notify employees their paycheck is processed. We’ve noticed ATT SMS messages being VERY delayed and basically unreliable. We haven’t noticed this with the other major carriers. We are using the email to SMS method (10digitnumber@txt.att.net). Do you have any suggestions for helping us getting through this issue?
Thanks,
Sam Carney
MIS Director