Navigating Call Marking and Preventing Labeling Issues (LC Phone Guide)

? Note: This guide is intended for LC Phone users. Before applying for SHAKEN/STIR, ensure you have completed the necessary Business Registration and gained approval.

Handling Call Blocks and Spam Labeling

The rise of robocalls and caller ID spoofing has caused considerable issues for phone users, with the FTC reporting 40.7 billion robocalls targeting Americans in 2019 alone. To tackle this, the FCC has implemented strict guidelines aimed at curbing illegal robocalls, forcing telecom providers to adopt authentication standards.

Decoding Nuisance Call Labels

When businesses make calls, their outbound calls may be tagged with terms like 'Scam Likely,' 'Spam,' 'Fraud Risk,' or 'Robo Call,' based on the recipient's network, device, or app settings. These tags can lead to call rejection or blockage, causing frustration for the business.

These tags, blocks, or filters are placed by the recipient's carrier, analytics partners, or the recipients themselves, not LC Phone. As LC Phone has no control over these labels, resolving them can be challenging. Still, there are actions businesses can take to reduce or prevent these blocks and tags, though results are not assured.

This guide highlights steps to help your business mitigate the risk of call blocks and nuisance labels.

Steps to Address Nuisance Labels and Call Blocking on Your Twilio Number

If your phone number is affected by nuisance labels, blocked calls, or filtering, the following actions can help you resolve the issue:

• For US Numbers: You can register your US phone numbers with the FCC via their free registry website, freecallerregistry.com. This platform works with key US wireless carriers and their analytics partners to help remove negative labels from your calls.

• For International Numbers: For international numbers, LC Phone cannot assist with nuisance label issues. You’ll need to directly contact the terminating carrier marking your calls as spam to resolve the issue.

Upcoming CNAM Registration Feature

Updating or adding CNAM (Caller ID Name) details may boost your call answer rates by offering correct caller information, though it won’t directly influence nuisance labels.

Note: While CNAM won’t remove nuisance labels, having precise caller details can improve call answer rates.

Configuring SHAKEN/STIR Protocols

SHAKEN/STIR is a set of protocols designed to authenticate caller ID information, ensuring the legitimacy of calls. It uses digital certificates to verify the caller's identity, which is stored in a database. This process helps build trust with recipients, confirming that the call originates from a reliable source.

Note: Although SHAKEN/STIR doesn’t remove nuisance labels, it can increase answer rates thanks to its "Trusted Call" status.

Applying for SHAKEN/STIR Certification

Once your Business Profile is submitted, agency and sub-account admins can initiate the SHAKEN/STIR registration.

Select the "Start Registration" button:

Input a profile-friendly name, verify authenticity, and hit Submit:

Upon submission, you’ll receive a confirmation. Approval may take up to 4 days.

Frequently Asked Questions

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

All numbers will be linked automatically. Both currently available numbers and any future purchases will be associated with the registered SHAKEN/STIR profile.

Why doesn't the business name display when making calls, even though the client is A2P and SHAKEN/STIR approved with verified caller ID?

To display the business name, CNAM registration is required—a feature that’s coming soon. The verified caller ID feature only ensures the business number or the client’s personal number is shown.

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. Therefore, it’s recommended to monitor call behavior for any traffic spikes and adhere to FCC regulations and TCPA laws.

Should I register the numbers I just acquired?

Yes, new numbers don’t automatically lose any previous nuisance labels. Always register newly acquired numbers.