┊ Outbound Calls Tagged as "SPAM" ┊
In an effort to protect end users against unwanted calls, carriers and consumer application providers have been increasingly blocking or labeling calls that they feel fit typical robocalling campaign characteristics, such as high call volumes and short or unanswered calls. When their own analytics indicate potentially unwanted traffic, carriers may respond by blocking calls or inserting “Spam Likely”, “Telemarketer”, “Fraud Likely”, or other similar labels to display on the handset.
This kind of call analysis is difficult because while fraudulent robocalls often do show some of these characteristics, so can many legitimate use cases, including school closing notifications, weather alerts, and patient reminders, that recipients want and have opted-in to receive. Still, when viewed en-masse at the network level, they can look like illegal robocalling.
To ensure that your outbound calls aren't miscategorized as unwanted by downstream carriers or applications, we highly encourage you to proactively register legitimate outbound calling use cases using the Free Caller Registry portal: freecallerregistry.com/fcr/
Mobile carriers T-Mobile, AT&T, and Verizon together with their respective partnered Analytics Engines First Orion, Hiya, and Transaction Network Services (TNS) have set up this portal to allow callers to more easily register their traffic with all of their systems at the same time.
This registration portal may not cover other consumer applications responsible for call labeling or blocking. Additional guidance from the FCC can be found in the Tips to Avoid Having Legitimate Calls Blocked.
AT&T https://hiyahelp.zendesk.com/hc/en-us/requests/new?ticket_form_id=1500000701521
Sprint https://reportarobocall.com/trf/
T-Mobile https://callreporting.t-mobile.com/
U.S. Cellular https://reportarobocall.com/trf/
Verizon https://voicespamfeedback.com/vsf/
Once you register and submit the required information via the portal, the Analytics Engines will vet it and follow up with you directly.
If your request is approved, it may take a few days for changes to your phone number(s) to go into effect.
The registration process doesn’t guarantee that your calls won’t be blocked or labeled in the future.
However, registration is intended to greatly reduce the risk of blocking or labeling.
All calls are signed leaving the network.
┊Outbound Caller ID is Incorrect ┊
Telephone carriers providers all have their own respective databases for CNAM.
These CNAM Databases update and refresh on their own algorithms and timers.
Some databases are set to update on daily, weekly, or even monthly.
In cases were a number had a previous Caller ID that has been recently updated, databases may still be showing the old Caller ID.
When updating a CNAM, the new name is broadcasted and can take 24-48hours for the originating carrier to implement the change.
But the originating carrier does not control when other carriers update theirs.
If after some time the old Caller ID is still showing up or your Caller ID is not showing up, we recommend the following steps below for troubleshooting resolve.
Option 1: Open a ticket or contact the effected downstream carrier.
Like the SPAM steps previously mentioned, you may also reach out to a carrier that is showing the incorrect Caller ID and request that they correct it on your customers behalf. This step can be the most effective at times.
Option 2: Update the Caller ID again.
When in the DID Feature for CNAM Storage, you can resubmit the feature.
This can resolve possible update issues with the originating carrier if the feature failed to update.
Option 3: Open a ticket with our LNP Team with call samples of the event.
With the ticket and a call sample, our team can review what could be causing these events with the carrier. Likely steps would be to come next would be our team working with the carrier to manually rebroadcast the outbound Caller ID. With the samples, our carrier may possibly also work with the downstream carrier to request that their records be updated.
If you need any further information or assistance regarding any of these processes, please feel free to contact our team by opening a ticket with our Porting Team.
For more information regarding phone numbers and features, please click here for more information.