How to Get a Phone Number to Use for Texting and Calls in Client Tether -Submit Telephony Registration, Brand and Campaign – US Instructions
September 18, 2024Read these instructions thoroughly before starting. We want to help you avoid unnecessary delays. Approval can take anywhere from a few days to several weeks. It is best to start immediately.
1. Go to Hello (Name)! > Settings and find Telephony in the gray list on the left hand side. (these are in alphabetical order)

2. IFPG users choose ‘Register my own brand’. If you are not affiliated with IFPG please do not concern yourself with this step.
3. If you do not have an EIN, fill out the customer profile (should be self-explanatory but note the instructions for the phone number on step 5 below). Before you submit your brand and campaign, check with your CSP or email support@clienttether for help with these steps. We may need to submit your campaign in the Twilio platform rather than the telephony tab, so be sure to involve us to avoid unnecessary delays.
4. If you have an EIN, be sure to activate the green switch to indicate Yes, then fill out your business details. Your legal business name must match the business name that matches the EIN you have with the IRS.

5. Fill in your business address. This must be your current business address.

6. Fill out your contact information, Save & then STOP. When entering the phone number, be sure to enter it in this format: +18888888888. 1 is the country code for the United States.

7. STOP HERE. Before Registering your brand and campaign, your website must be compliant:
- Every form on your website must tell people that by filling it out they are opting in to texting and how to opt out, as well as a link to your privacy policy.
- Your website must have a privacy policy that states mobile information will not be shared with third parties for marketing purposes, and gives information on how to opt out of automatic texting.
- Note that you must abide by your privacy policy and information given on your website.
8. Once your website is compliant and your registration is approved, come back to the telephony tab and submit your brand – only submit it once, and wait for approval.
9. Once your brand is approved, click the I accept box to check it, then choose a phone number and submit your campaign.

10. If you are denied, review these steps and if there is nothing on your end to fix, reach out to support@clienttether.com
11. Note that phone numbers are bought through a third party vendor, Twilio, and there are government regulations. The registration, brand and campaign approvals are verified by a third party, not Twilio. There are instances where the registration, brand and campaign are not approved and we have to work through Twilio to resolve it. You may be included in this communication, so watch for emails from Twilio and from the folks at ClientTether who are working to help you get these approvals.
12. Approval can take several weeks, even if everything is compliant. We will do our best to help you.
13. For more information about requirements, please view this pdf: https://support.clienttether.com/wp-content/uploads/2024/09/SMS-Registration-Compliance.pdf
Twilio A2P Compliance – Telephony
July 23, 2024All items must be compliant in order to enable texting in ClientTether.
Registration:
- US Customers: Information on the telephony tab (business name, address, etc.) must exactly match the name associated with the EIN – not the DBA. If it does not match, Twilio may require the company’s CP 575 EIN and/or form 147c Confirmation Letter from the IRS in order to complete registration.
- Canadian customers’ information must exactly match the information associated with their tax identification number.
- All customers should make sure the information submitted on the telephony tab matches exactly. We recommend getting your sales representative or Client Success Partner to double check in order to avoid unnecessary delays and charges.
Website Requirements:
- Every form on your website must have a notice to customers that they are opting in to receive automated texts, as well as information on how they can opt out. Here is an example:
- Privacy Policy:
- A compliant Privacy Policy must state that no mobile information will be shared with third parties/affiliates for marketing/promotional purposes.
- It must also give information on how to opt out of text messaging.
- Please check https://support.clienttether.com/wp-content/uploads/2024/09/SMS-Registration-Compliance.pdf
Twilio Approval:
- Twilio is our contracted vendor for telephony. They provide the numbers and approval has strict requirements according to laws governing texting. Here is a link to the requirements: https://help.twilio.com/articles/11847054539547-A2P-10DLC-Campaign-Approval-Requirements
How to Fix: Cannot Make or Receive Calls
June 24, 2024Issue
When experiencing issues with making or receiving calls, the error might be related to the carrier blocking the call due to the calling number (caller ID). One common error code associated with this issue is:
Error Code: 32017
Error Description: Carrier blocked call due to calling number (caller ID).
Steps to Verify the Error on Twilio
To verify if the error you’re encountering is this specific one, follow these detailed steps to access the call logs on Twilio:
1- Log In to Twilio
- Open your web browser and navigate to Twilio.
- Log in with your Twilio account credentials.
2- Navigate to the Subaccounts
- Once logged in, click on Accounts from the main dashboard.
- Then, click on Subaccounts to view the list of subaccounts associated with your main account.
3- Filter by Account SID
- Locate the SID of the account experiencing the issue.
- Enter the SID in the search/filter field and click on the Filter button.

4- Access the Specific Account
- Click on the account that appears from the filter results.
5- Navigate to Monitor Section
- In the left-hand sidebar, you will see different tabs such as Develop and Monitor.
- Click on the Monitor tab.

6- Select Logs
- Under the Monitor tab, you will see three options: Logs, Insights, and Alarms.
- Expand the Logs menu.
7- View Call Logs
- Click on Calls to view all call logs.
- Here, you will see records of all calls, including both successful and failed ones.


8- Identify the Failed Call
- Find a failed call or the specific call you want to inspect.
- Click on the call record to view detailed information.
9- Check Error Details
- On the call detail page, you will see the error code and description if the call failed.
- Look for the error code 32017 which indicates that the carrier blocked the call due to the calling number (caller ID).

By following these steps, you can accurately identify if the issue you’re experiencing is due to the carrier blocking the call. This documentation will help you and your colleagues troubleshoot and address the problem efficiently.