Our 800 number is spam?

Product Q&A
1

Why is our 800 number showing up as spam and how do we get it to not show as spam?

2

New Stir/Shaken laws have increased robocall mitigation and is becoming increasingly obstructionist for businesses making legitimate calls, as the reporting is done by end-users and the rules are not consistent across carriers.

There are some things you can do to attempt to alleviate these “false positives” and we would suggest implementing the first two at a minimum.

  1. Register a CNAM for your DID if you have not already. CNAM associates a name with your phone number to better identify you to destination numbers. It must be 15 characters or less (including spaces), and takes about 2 weeks to promulgate through the PSTN once registered. Not all carriers honor CNAM, however.
  2. Register your Outbound DID’s with the major carriers - a good starting point is here: Why Organizations Should Register Phone Numbers with Carriers - unfortunately, this is the part we cannot assist with. It needs to be done by an authoritative resource at the business(es) using the number(s).
  3. Change your dial-out number to a TFN (Toll-Free Number). This will alleviate being flagged as spam / robocall by some carriers, as robocall / spammers don’t typically use TFN caller-ids as they would have to pay for return traffic.

Be aware that all of none of these options may not affect your number(s) being marked as spam likely. This is done at the destination carrier level based on the processes outlined in 2. above.

In this case, the database used by the destination carrier has received enough end-user complaints that they have marked your TFN as Spam Likely. Being removed from this list will have to be pursued with the individual carriers, and as mentioned above, we are precluded from assisting you with this as we are not the authoritative resource at your business.

3

@Remi_Gapcloud.com.au comment pls

4

Great response and as you said, this has become a major nuisance recently. We are kind of facing it everywhere in AU but our experience and testing states that this problem majorly revolves around Samsung phones which comes with inbuilt number recognition and identification. For that matter, we had to register all our numbers as well as customers numbers with ‘Hiya’; the service provider for samsung.
Give them a shout and see how it goes.
Cheers
Jugal

5

this is the latest what seems to be working for TFNs from our experience:

General Call registry:

https://www.freecallerregistry.com/fcr/#submitform

Specific to Carriers:

Verizon

Verizon is one of the few carriers who maintain their own database through the Verizon Call Filter App. Registering your number with Call Filter appears as if you’re reporting your number like it’s already been flagged. This is basically what you’re doing, but even if your number has not been flagged, the process is rather easy – just go to the Verizon Call Filter Feedback page page, click the option for business or enterprise phone numbers, and follow the steps.

T-Mobile

Registration for T-Mobile’s CallTransparency is a little more stringent. Head to the webpage for CallTransparency. There, you’ll enter all your business phone numbers manually – if you have a CSV file of your numbers, you can upload it. Then, you’ll provide your business details. A representative from CallTransparency will call each number to confirm the number directs a caller to the business you specified in the original upload. Each number you provide should reach:

  • A human
  • An IVR (interactive voice recognition) application, or
  • A voicemail
  • In addition, the caller must be greeted with the name of your company for confirmation.

AT&T

Hiya is the reputation management and verification app used by AT&T for business caller identification. Hiya’s registration process is a bit different than the first two approaches. For Hiya, visit their site’s support tab and open a ticket. On the ticket, give Hiya your website address. Your website must clearly identify the phone number used for your business. If your business has multiple phone numbers, your site should clearly list a Directory tab or page that lists each number individually with either the department or employee name highlighted beside it.

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