m360 Technical FAQs

What is the updated SMPP Version?

SMPPv3.4

What are the Binds classifications?

Transmitter: Depends on the client

Receiver: Should be twice of the transmitter

Transceiver: Depends on the client

What is the Default Bind/Sessions?

10

What is the Default Max Sessions?

20

What is the DefaultWindow Size?

50

What is the Throughput per second?

50 tps x no. of sessions

What does the default Enquire link timeout?

You should enquire link every 10 secs or less
 

What is the default System Type?

MHS

What is MNP(Mobile number portability)?

Telcos have interconnected networks such as Globe, Smart and DITO. Any numbers ported to a different network will be recorded and delivered accordingly.

What is an Alpha Sender ID?

Registration is Required. Send an email request to [e-mail] with LOA

Is it allowed to use a Long Code Numeric Sender ID?

Not Allowed

What is a ShortCode Numeric Sender ID?

Registration is Required. Send an email request to [e-mail] with LOA

What is a Premium Sender ID?

A Premium Sender ID (also known as an International Sender ID) is registered by foreign or multinational entities to send A2P SMS to local subscribers. For classification whether an SID is Premium or not, you may reach out to your Account Manager or Business Partner for more details.

What are DLRs?

Transaction delivery status / receipt

What are the supported Concatenation settings?

GSM7 and UCS2 Concatenation is Supported

What are the supported Encoding Schemes?

GSM7 Alphabet is fully supported 

DC=0 and Unicode DC=8 encoding are supported

UTF-8 is supported

Are there SMS Content Restrictions?

Yes, we have restrictions on some contents, especially for possible phishing, spamming, SMShing and other suspicious contents.

URL whitelisting

URL whitelisting is not available for other network, But you can send URL on Globe number only

What is the description of the type of Sender IDs you can request (Only Alpha or all types of Sender IDs)?

Alpha/Alphanumeric

What are the required elements to register the Sender ID (Sender ID, content, type, sample SMS, Supporting Documents etc)?

Please follow the standard LOA template. And you may course to your respective business unit account management team.

What is the estimated time needed to have our Sender IDs registered?

Minimum 2-3 business days

Maximum 10 business days

What will happen exactly if we submit SMS with non-registered Sender IDs?

Transaction will be rejected

What is the description of content restrictions (If applicable)?

Suspicious contents and or with links

What is the Full Description of Registration cost (if applicable)?

Please follow the standard process of engagement and you may course to your respective business unit account management team.

What are the Originator Types?

• Alphanumeric
• Special character alphanumeric
• Short Code
• Numeric
• Dynamic

What are the Content types (beyond basic text)?

• Binary SMS
• UDH messages
• Concatenated-text
• Concatenated-binary
• Concatenated-unicode

What are the supported DCS?

• ASCII
• GSM-7
• LATIN-1
• Unicode (UCS2)

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What are "Content Type" to use for accepting special characters such as line break spaces, # etc. (would be great if you could share us some snippets for sending payload via curl thanks)?

Content-Type:json (accepting special chars)

Please note that special chars or characters may affect SMS count on billing perspective.

How can we use charset = utf-8 in your Api, and do we need to urlencode() the SMS content when sending it thru payload?

DCS - Data Coding Scheme. Please refer to page 6-7 in the Api user manual. See below.  

What is MSG ID Type in Status Report?

Hexadecimal

What is MSG ID Type in Submit response?

Hexadecimal

What is the Submit response time out?

10 seconds

What is the delivery status of SMS?

To know or check the status of the SMS transaction. Please login to your client dashboard and check report

module.

What is my access code?

To ensure your question is handled appropriately, we recommend coordinating directly with your Business Unit or Account Manager. They’ll be able to provide the necessary guidance and advise for your concern.

Access code availability and pricing

To ensure your question is handled appropriately, we recommend coordinating directly with your Business Unit or Account Manager. They’ll be able to provide the necessary guidance and advise for your concern.

Routing of traffic from Standard to Priority

For traffic routing requests from Standard (Marketing) to Priority (OTP) routes, please send a request to your respective Business Development Managers and copy your Business Unit support team. Be sure to indicate the 'from' account name (Standard/Marketing) and the 'to' account name (Priority/OTP).

Does Viber support Rich Media?

Viber supports Rich Media messages.

Billing Inquiries

For simple billing inquiries, please reach out to your Business Development Manager. For other inquiries, kindly submit a Service Request through your default support channel.

M360 Chatbot

The M360 Chatbot is a Generative AI support assistant for simple queries related to client account management and SMS API setup. You can use this Chat for a quicker response before submitting a Service Request to your respective business support group.

SMPP App key and App secret:

SMPP connectivity utilizes the App Key as the system ID and the App Secret as the authentication password. Both credentials must be provided within the SMPP payload during the bind process.

New Sender ID Application

When requesting an additional Sender ID, please send a formal request to your business unit support team and provide the complete Letter of Authorization (LOA).

How to contact or submit a ticket/case

For Direct and Aggregator clients, please send email to m360 Support Team. 

For Globe B2B clients, please send email to Globe Support Team.

SMS 24/7 Blasting Policy

1.       No Promotional or Marketing messages will be sent outside the blasting window (7AM to 9PM). This will include sending any promotional or marketing messages outside the designated SMS blasting window. All messages sent will be strictly limited to [Purpose of SMS Blasting - e.g., business continuity purposes, service alerts, critical notifications, etc.].
2.      We fully understand and commit to comply with the provisions of Republic Act No. 7925 and Executive Order No. 546 including all of its amendments.

3.      For exemption to the rule of NTC, you may course it through your Account Manager or Business Partner.

List of M360 Configuration Documents, Setup Guide For Reference

M360 DIY SMS Blast (New Broadcast Module) - https://docs.google.com/document/d/13AREuHdXjajKEy5Ha3eVQTjpi6YXTEz2lRc2X4WIp2Q/edit?tab=t.0#heading=h.j0citzocfmby

M360 OneAPI, Viber Version v4, Email API How To, WhatsApp How To Document - https://m360-online-docs.s3-ap-southeast-1.amazonaws.com/M360-L3-AP-001-One%20API%20Technical%20Documentation.docx.pdf

M360 MNP Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/M360_MNP_API_Version_1_1_6fb0aee559.pdf

M360 Voice API - Getting Started Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360_Voice_API_Getting_Started_0c1f14a411.pdf

M360 Voice API Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/M360_L3_AP_002_m360_Programmatic_Voice_API_Technical_Documentation_c5796499c4.pdf

M360 WhatsApp Outbound and Passthru API Document - https://m360-online-docs.s3-ap-southeast-1.amazonaws.com/M360-L3-AP-001-One%20API%20Technical%20Documentation.docx.pdf

M360 WhatsApp (Getting Started) Document - https://docs.google.com/document/d/1kADZDL-SYRSJeNa87ZYopP1oyXck1PrjaKlny2wBZ-8/edit?tab=t.0

M360 Email API Setup Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360_Email_API_Getting_Started_7da297db0a.pdf

M360 Viber (HTTP) v3 Document - https://m360-online-docs.s3-ap-southeast-1.amazonaws.com/m360%20Viber%20API%20Version%201.7.docx.pdf

M360 SMTP Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360_SMTP_v3_0_6_docx_9db0ce2a09.pdf

M360 SFTP Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360_SFTP_Gateway_Technical_Documentation_V1_0_5_docx_3dda52b822.pdf

M360 SMPP Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360_SMPP_Specification_Sheet_V2_4_2e7a207f5f.pdf

M360 Globe Labs API Compatibility for Inbound & Outbound SMS - https://m360-online-docs.s3-ap-southeast-1.amazonaws.com/M360%20Globe%20Labs%20SMS%20API%20Version%201.7.docx.pdf

M360 HTTP API Supported Method - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360_DLR_and_MO_Supported_Methods_v1_0_2_5131c0b563.pdf

M360 HTTP PIN API - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360_PIN_API_Documentation_Version_1_5_4_docx_4d893da955.pdf

M360 HTTP API Document - https://m360-online-docs.s3.ap-southeast-1.amazonaws.com/m360+SMS+API+and+Passthru+Version+3.6.1-2.pdf

What are the guidelines for 2FA Policy?

       Scenario 1: If the account was able to request the activation of 2FA prior to the mandatory implementation last June 22, it will have the option for both SMS and Email.

       Scenario 2: If the account was NOT able to request the activation of 2FA prior to the mandatory implementation, it will have the option for Email only.

Request to DISABLE 2FA - Not doable/allowed since this feature is mandatory.

What is the reason for implementing 2FA?

We have implemented enhanced security measures to safeguard your account. To ensure the highest level of account security, we prohibit the disabling of 2FA.

What is a buffered status? 

means the message is on the network and awaiting delivery to the handset. Buffered will usually appear when there is either network or handset congestion

For example:

• The network provider is busy
• The network is waiting for the delivery report from the handset
• The handset's memory is full
• The handset is switched off
• The network is waiting for the handset to accept the message.
• Bad reception or network coverage
• Out of service area
• The handset is not registered properly to a mast
• The buffer memory (temporary holding memory) of the handset is corrupted

What is an illegal subscriber? 

The error pertains to failed authentication in the network. Possible problem in delivery on the recipient network (MSC); One possible cause is the message content.

What is 500 series error in API? 

500 Internal server error, unexpected server-side error.
502 Bad gateway, upstream server returned an invalid response.
503 Service unavailable, service is temporarily unavailable or under maintenance.
504 Gateway timeout, upstream service did not respond in time.

What is 400 series error in API? 

400 Bad Request, invalid request format, missing parameters, or incorrect data.
401 Unauthorized, authentication is required or credentials are invalid.
403 Forbidden, user is authenticated but does not have permission.
404 Not found, requested resource does not exist.

What is 200 series status in API? 

200 Status OK, request succeeded.
201 Status created, resource was successfully created.
202 Status accepted, request accepted for processing.
204 Status no content, success, but no response body.

What is an absent subscriber? 

Possible during that time of transactions, recipient has no signal or has a weak signal on the location etc.

As per checking both transactions were successfully processed on our end and sent to telco. Also we checked it with telco and as per their checking, it was successfully delivered from their end. This might be a handset issue that results in undelivered messages (e.g. low signal, out of coverage handsets).

What is a system failure?

• is a general error term which means that the called party was temporarily unavailable due to handset out of coverage (no signal) or phone switch off.
• Might be a possible cause of SMSC timeout due to no reply to other terminating networks, messages not compatible with short message protocol or Message content not supported by the handset.
• This is possible either signal or handset issue. v/MCO is trying to reach the client but unable to reach. That is why we have several attempts to deliver a single MSG_ID.

How many SMS can be sent per minute?

There are multiple factors that need to be considered to determine the approximate count of SMS sent. What we assure is that the platform has sufficient resources and is intelligently allocating it based on queue/volume of transactions on a particular time frame that it needs to process. End to end transaction from your end up to us forwarding it to the telco should be processed close to real time.

Why does SMS was not received despite successfully processed on m360's end with telco acknowledgement and successfully delivered to handset as validated by Telco? 

Please be advised that we can only rely on telco's confirmation that SMS was delivered to handset. There could be various factors that may affect non-delivery to handset such as mobile signal, physical condition of the phone and other uncontrollable factors.

What is the expected timeframe for my message to be sent?

For Priority routes, the message is committed to be sent within 0 to 5 mins.

For Standard routes, the message is committed to be sent within 0 to 24 hours.

For Standard routes, the message is committed to be sent in average of 0-2 hours during normal business.

What is the reason for successfully processed transactions on m360 and no logs found on Telco side?

m360 validated the sample transactions and all were successfully processed without any delay towards the Telco.

The Telco could not find any related logs on their end due to the retention period. This is a limitation on the Telco’s side.

What is the reason for successfully processed transactions on m360, and Telco status returned illegal subscriber?

m360 validated the sample transactions and all were successfully processed without any delay towards the Telco.

The Telco confirmed that some transactions were not delivered to handset because those were tagged as illegal subscribers.

Possible Due to the ff: SMS content has embedded URL, subscriber’s number is blocked by the Telco due to previous suspected spamming, or the Sender ID is not yet provisioned on Telco’s end.

 

Definitions:

Priority Route 

This route is designed for time-sensitive messages. Time-sensitive messages are typically associated with events, actions, or situations where immediate or timely handling is crucial for their intended purpose. Examples include emergency alerts, financial transaction confirmations, appointment reminders, and critical notifications.

Standard Route 

This route is suitable for non-time-sensitive messages. Non-time-sensitive messages are not bound by a strict timeframe for their handling or response and can be addressed at the recipient's convenience without any significant loss of relevance or effectiveness.  Examples of non-time-sensitive messages include general newsletters, promotional offers, informational updates, and non-urgent announcements. 

Security Concerns:

To handle security concerns, please report immediately to m360 support or through your business unit support desk. This incident will be treated with utmost urgency and necessary blocking or deactivation of affected account or sender ID will be done accordingly but this will depend on the nature of your concern.

It's strongly recommended to ensure your credentials are securely kept to prevent any security risk.

DIY, API, SMPP Log or Logs Request:

For DIY service, you may log-in to the m360 Client Dashboard then go to "Reports Tab".

For API and SMPP, you may use the DLRs being sent by m360 but this requires manual sorting and compilation really depend on your available tools or system.

For deeper back-end logs, kindly submit a request to m360 either directly to the support email or through your support business partner.