TABLE OF CONTENTS

• What is the Issue?
• How Does it Impact You?
• Why Did This Issue Occur in the First Place?
• What Can You Do to Remediate This?
  • 1. CNAM Registration (for United States only)
  • 2. Enable SHAKEN/STIR Authentication (for United States only)
  • 3. Register Your US Numbers with the Free Caller Registry (for United States only)
  • 4. Contact the Terminating Carrier (For International Numbers)
  • 5. Consider Replacing the Phone Number
• Frequently Asked Questions (FAQs)
  • How will phone numbers be linked to the SHAKEN/STIR Profile?
  • How can it be that even though the client is A2P and Shaken/Stir approved with a verified caller ID setup, the business name does not show up when making calls?
  • Will registering my number fix mislabeled calls?
  • Should I register numbers I just acquired?
  • How much time does FCR usually take?
  • How many times can I submit FCR?
  • How much does a FCR submission cost?It's free of cost.

What is the Issue?

Many legitimate businesses find their outbound calls being marked as 'Spam Likely,' 'Scam,' 'Fraud Risk,' 'Robo Call,' or similar labels by recipient carriers, devices, or analytics services. This mislabeling can lead to unanswered calls, reduced customer engagement, and potential business loss.

How Does it Impact You?

When your calls are flagged as spam:

• Customers may ignore or block your calls, reducing answer rates.

• Business credibility may suffer due to negative perception.

• Calls may be completely blocked, preventing communication with customers.

• Operational inefficiencies may arise due to repeated call attempts.
  
  

Why Did This Issue Occur in the First Place?

The rise of robocalls and caller ID spoofing has led the Federal Communications Commission (FCC) to enforce authentication protocols. Carriers now use analytics engines to identify potential spam calls. If your number is unfamiliar, lacks proper authentication, or has been reported, it may be flagged as spam, even if your business is legitimate.

What Can You Do to Remediate This?

Here are actionable steps to prevent call blocking and improve answer rates:

1. CNAM Registration (for United States only)

Updating or adding CNAM (Caller Name Presentation) might increase call answers by offering accurate caller information, though it won't affect nuisance labels. CNAM is a feature in the United States public telephone network that identifies an incoming caller by a personal or business name associated with the calling party.

Note: CNAM doesn't remove nuisance labels, but accurate caller information can enhance answer rates.

• How to Update CNAM:

  • Navigate to Settings > Phone Numbers > Trust Center > CNAM (Voice).

  • Update caller information to reflect accurate business details.
    
    

2. Enable SHAKEN/STIR Authentication (for United States only)

SHAKEN/STIR is a set of protocols designed to authenticate caller ID information and verify that it is coming from a legitimate source. The protocol works by using digital certificates to validate the caller's identity. When a call is made, the caller's identity is verified through these certificates, which are then stored in an online database. This ensures that when someone receives a call, they can trust that it is coming from who they think it is.

Note: SHAKEN/STIR won't remove nuisance labels but may boost answer rates due to the "Trusted Call" label.

• How to Register for SHAKEN/STIR:

  1. Click on Shaken/STIR (Voice) > Start Registration.
     
     

  2. Fill out Business Details, if your brand is already approved skip.
     
     

  3. Enter Business Address.
     
     

  4. Provide Authorised Representative details.

  5. Submit your registration.

  6. A confirmation message will appear, and approval can take up to 4 business days.

3. Register Your US Numbers with the Free Caller Registry (for United States only)

For US-based numbers, registering with the Free Caller Registry can help remove negative labels. This registry collaborates with major analytics companies that support key US wireless carriers like AT&T, T-Mobile, and Verizon.

• How to Register:

  1. Go to Free Caller Registry.

  2. Click on 'Register Here'.

  3. Fill out the required information. Recommended values:
             
     

     • Display Name (beside Phone Number): Leave blank.

     • I believe my calls are: Select 'Other'.

     • Service Provider: Twilio.

     • Additional Information: Leave blank unless you have specific feedback.

  4. Click 'Submit'.

  5. The spam label should be reconsidered within 4 business days. If the label persists, try submitting your request directly to each carrier’s analytics partner:

     • Hiya (AT&T): Submit Request

     • First Orion (T-Mobile): Submit Request

     • Transaction Network Services (Verizon): Submit Request
       
       
       

4. Contact the Terminating Carrier (For International Numbers)

Currently, there is no centralized system to remove spam labels from international numbers. If your calls are flagged as spam outside the US, contact the terminating carrier directly to address the issue.

5. Consider Replacing the Phone Number

If the phone number flagged as ‘Spam Likely’ is relatively new, non-critical, or has an FTC complaint associated with it, replacing the number may be the fastest and easiest solution.

Frequently Asked Questions (FAQs)

• How will phone numbers be linked to the SHAKEN/STIR Profile?

• How can it be that even though the client is A2P and Shaken/Stir approved with a verified caller ID setup, the business name does not show up when making calls?

• Will registering my number fix mislabeled calls?

While registration often rectifies mislabeling, it's not foolproof. Registered numbers can still be flagged based on suspicious call patterns or consumer reports. Thus, we advise:

1.       Monitoring call behavior for unusual traffic spikes.
2.       Adhering to TCPA laws, FCC regulations, and our Acceptable Use Policy.

• Should I register numbers I just acquired?

• How much time does FCR usually take?

Usually around 4 business days for all 3 analytics engines.

• How many times can I submit FCR?

As many times as you want. No limits at all.

• How much does a FCR submission cost?

  It's free of cost.