On occasion, while making normal day-to-day outbound calls, agents may begin receiving reports that their outbound calls are displaying as "Spam”, “Spam Likely", “Potential Spam” or other similar designations.
Revenue.io does not have direct control over your spam designation, nor do we have visibility on which numbers are being marked as spam. This designation is made by the external carriers receiving their call. Each carrier has their own algorithm to identify "spam" behavior. On modern smartphone devices, receivers of that call often have the ability to report a call as spam to their carrier.
For US Mobile or Local numbers:
There are a few things you can do to remove this designation. These must be completed by you in cooperation with our Support team.
Spam Designation Appeal
The FCC has established this free registry site which covers the main analytic companies that support the major wireless carriers in the US that can remove a negative label on a call:
The three major analytic companies and the related carriers can be found below:
- T-Mobile (via FirstOrion) - Call Transparency
- Verizon, Sprint & US Cellular - TNS Report a Robocall
- AT&T Wireless - Submit a request – Hiya
Once you've registered your Numbers with the FCC, they will pass along the request to these three companies, which may decide to appeal the spam designation. Registration is not guaranteed to remove the spam designation.
The approval timeframe can vary based on the volume of numbers submitted, but a good estimate is 4-6 weeks from the time of your submission.
Revenue.io can provide a file listing all of your US-based numbers in our system to assist with this process.
To obtain that file, Navigate to the Smart Numbers tab of the Console and click the download icon at the top-right corner of the page.
Caller ID Registration
Through our carrier, Revenue.io Support can set up a specific Caller ID (also known as CNAM) for your Numbers so that they display a custom name (note that this custom name is limited to15 characters or less). While this does not remove the spam designation, it makes your number more easily recognizable which could make it less likely to be flagged as spam in the future.
The custom CNAM can be applied to as many of your US Smart Numbers as desired; in your request, simply indicate whether the CNAM should be applied to all of your US Smart Numbers, or specific numbers (if specific numbers, please provide us with a list so we can effectively fulfill your request).
Once the process is completed, when your agents make outbound calls through the RingDNA Dialer, the Caller ID on the receiving callee’s end will display your chosen custom name under most circumstances*.
Shaken/Stir
Through our carrier, Revenue.io Support can set up Shaken/Stir.
Shaken/Stir is a suite of protocols and procedures intended to combat caller ID spoofing on public telephone networks. This also does not guarantee removal of your spam designation, but it makes it less likely that a bad actor will be able to spoof your caller ID and carry out calls which result in the number being marked as spam.
Once we configure Shaken/Stir for a set of Smart Numbers, those numbers obtain an “A-level attestation” — this essentially means that calls from those numbers have the highest level of verification possible in the Shaken/Stir system.
Calls with this high-level verification are much more likely to connect to carriers that are also using Shaken/Stir (this includes most major US carriers), rather than being rejected.
Additionally, when your agents make calls using the RingDNA Dialer, the receiving callee will see a green checkbox or a “Verified” symbol depending on their interface, which indicates that the caller is part of a verified/legitimate organization.
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