Genesys Cloud (formerly PureCloud)

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Outbound caller ID - Robo Caller or Potential Spam

  • 1.  Outbound caller ID - Robo Caller or Potential Spam

    Posted 01-15-2021 11:56

    Very recently our outbound calls are showing up as Potential Spam or Robo Call in customer cell phone. I am guessing this is a carrier issue but wondering if there is something on our end that we can do to prevent this from happening? Anyone else encountering this issue?

    Julie Green
    Sentinel Benefits & Financial Group

  • 2.  RE: Outbound caller ID - Robo Caller or Potential Spam

    Posted 01-15-2021 14:24
    Some carriers make use of 3rd party reputation services. Registering your phone numbers with those services and talking with your carrier to see if they have more specific advice can help. For outbound campaigns, there are also a few strategies that can help to avoid being flagged:
    • Avoid calling the same phone number multiple times a day
    • Configure campaigns to ensure a very low abandon rate
    • Provide a return call mechanism to same the phone number used to place the outbound campaign call... and/or use a variety of outbound identities to spread out the volume of outbound calls
    Here's an article on the topic that may be helpful:

    David Currier
    Individual Only Contact Account