Understanding Call Marking and How to Avoid It (LC Phone)
📌 Note: This guide is specifically for LC Phone users. To sign up for SHAKEN/STIR, ensure you've completed the Business Registration Process and received approval.
Calls Blocked or Labeled as Spam or Scam Likely
Robocalls and caller ID spoofing have increasingly plagued phone users, with a staggering 40.7 billion robocalls reaching Americans in 2019, as estimated by the FTC. In response to this growing issue, the Federal Communications Commission (FCC) established protocols to combat illegal robocalls. Consequently, carriers have been compelled to implement authentication protocols.
Understanding Nuisance Call Labels
Legitimate businesses making voice calls may encounter their outbound calls being labeled as 'Scam Likely,' 'Spam,' 'Fraud Risk,' 'Robo Call,' or similar designations, depending on the recipient's app, device, or network. These labels can be frustrating, potentially resulting in unanswered calls or even call blockages.
It's important to note that these labels, call blocks, or filters are put in place by the recipient's carrier, their analytics partners, or the recipient themselves—not by LC Phone. Since LC Phone does not apply these labels or filters, our ability to resolve the issue is limited. However, there are steps you can take to reduce or eliminate these labels and call blockages, although success is not guaranteed.
This article outlines measures you can adopt to position your business favorably against call blockages and nuisance labels.
How to Remove a Nuisance Label or Call Filtering from Your Twilio Phone Number
If you're facing nuisance labels, blocked calls, or call filtering issues with your phone number, consider these steps to address the problem:
For US Numbers:
Register your US numbers with the FCC. They provide a free registry site, [freecallerregistry.com] (https://www.freecallerregistry.com/fcr/), which collaborates with major analytics companies supporting key US wireless carriers. Registering can assist in removing a negative label from your calls.
For International Numbers:
Unfortunately, we are unable to assist with nuisance labels for international numbers. We recommend reaching out to the terminating carrier that is marking your calls as spam and working with them directly.
CNAM Registration (Coming Soon):
Updating or adding CNAM (Caller ID Name) information might increase call answer rates by providing accurate caller information, although it won't directly affect nuisance labels.
Note: CNAM doesn't remove nuisance labels, but accurate caller information can enhance answer rates.
Setting up SHAKEN/STIR:
SHAKEN/STIR comprises protocols aimed at authenticating caller ID information to verify its legitimacy. This protocol utilizes digital certificates to validate the caller's identity. When a call is made, the caller's identity is confirmed through these certificates, which are stored in an online database. This instills trust in call recipients that the incoming call is genuinely from the displayed source.
Note: SHAKEN/STIR won't eliminate nuisance labels but may increase answer rates due to the "Trusted Call" label.*
How to Apply for SHAKEN/STIR
After submitting their Business Profile, Agency and Sub-account admins can register for SHAKEN/STIR.
Click on the "Start Registration" Button:
Enter a friendly name for the profile, confirm the authenticity, and click Sumit.
You will get the success message for the submission. The approval might take up to 4 days.
FAQ
How will phone numbers be linked to the SHAKEN/STIR Profile?
All numbers will be Linked Automatically. All current available numbers and future bought numbers will automatically be linked with the registered SHAKEN/STIR
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?
To display the business name, it would be the CNAM Registration, a new feature that's coming soon. The verified caller ID feature only changes the Twilio number to display as the actual business number or the client's personal cell phone.
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:
Monitoring call behavior for unusual traffic spikes.
Adhering to TCPA laws, FCC regulations, and our Acceptable Use Policy.
Should I register the numbers I just acquired?
Absolutely. Nuisance labels aren't auto-removed when a number's previous ownership changes. Always register new numbers.