To clarify:

• The 2017 Robocall Act allows carriers to mark suspicious calls as SPAM or Possible SCAM at their discretion.
• The 2020 STIR/SHAKEN regulation from the FCC requires all US carriers from November 1, 2021 to mark all calls with an attestation:
• A – This is a legitimate business using a legitimate trunk with a legitimate number
• B – This is a legitimate business using a legitimate trunk but not a legitimate number
• C – This is someone using a legitimate trunk and/or number but cannot verify the business or number
• Carriers are supposed to respect the attestation unless fraudulent or abusive calling from the number is identified
• All carriers are supposed to provide a facility for investigation of the attestation and/or Robocall rating
• Contact each carrier and fill out their form
• Contact your carrier and make sure they are sending Attestation A for all outbound numbers sending out through them
• Use a service like https://www.freecallerregistry.com/fcr/ or  https://www.calltransparency.com/
• Use a service like DNC.com, CallerIDReputation.com or Neustar to monitor your numbers
• Use a service like Numerical to mitigate all carriers for Robocall clearance

To clarify:

• The 2017 Robocall Act allows carriers to mark suspicious calls as SPAM or Possible SCAM at their discretion.
• The 2020 STIR/SHAKEN regulation from the FCC requires all US carriers from November 1, 2021 to mark all calls with an attestation:
• A – This is a legitimate business using a legitimate trunk with a legitimate number
• B – This is a legitimate business using a legitimate trunk but not a legitimate number
• C – This is someone using a legitimate trunk and/or number but cannot verify the business or number
• Carriers are supposed to respect the attestation unless fraudulent or abusive calling from the number is identified
• All carriers are supposed to provide a facility for investigation of the attestation and/or Robocall rating
• Contact each carrier and fill out their form
• Contact your carrier and make sure they are sending Attestation A for all outbound numbers sending out through them
• Use a service like https://www.freecallerregistry.com/fcr/ or  https://www.calltransparency.com/
• Use a service like DNC.com, CallerIDReputation.com or Neustar to monitor your numbers
• Use a service like Numerical to mitigate all carriers for Robocall clearance

To clarify:

• The 2017 Robocall Act allows carriers to mark suspicious calls as SPAM or Possible SCAM at their discretion.
• The 2020 STIR/SHAKEN regulation from the FCC requires all US carriers from November 1, 2021 to mark all calls with an attestation:
• A – This is a legitimate business using a legitimate trunk with a legitimate number
• B – This is a legitimate business using a legitimate trunk but not a legitimate number
• C – This is someone using a legitimate trunk and/or number but cannot verify the business or number
• Carriers are supposed to respect the attestation unless fraudulent or abusive calling from the number is identified
• All carriers are supposed to provide a facility for investigation of the attestation and/or Robocall rating
• Contact each carrier and fill out their form
• Contact your carrier and make sure they are sending Attestation A for all outbound numbers sending out through them
• Use a service like https://www.freecallerregistry.com/fcr/ or  https://www.calltransparency.com/
• Use a service like DNC.com, CallerIDReputation.com or Neustar to monitor your numbers
• Use a service like Numerical to mitigate all carriers for Robocall clearance

Thanks Robert. I did some tests and yeah, outbound calls that have a Genesys DID configured as the Caller ID are marked with Attestation A. For whatever it's worth, if you set the Caller ID to something else (a number that you don't own) it looks like they are marked with Attestation B (or at least that's how they come through to Twilio). This is in line with what you mentioned previously.

So it seems like SHAKEN/STIR attestation isn't the issue with our calls being marked as "Scam Likely". They are being labeled as "Scam Likely" by multiple carriers regardless of getting marked with Attestation A, presumably because of the volume of outbound calls we make from these numbers (these are not telemarketing, sales calls, or anything like that).
​
Moving past SHAKEN/STIR, what else can we do to brand our numbers to avoid carriers marking our calls as "Scam Likely" or "Spam Likely"? I want to circle back to using PSTN lines on Genesys, because that's one of the things that the Genesys FAQ mentions, but again I'm just not sure how it would work. This is what it says exactly -

(I've submitted these numbers to the Free Caller Registry multiple times and have reached out to the three analytics companies directly, but our numbers continue to be flagged.)

Also, how do we configure a name for the Caller ID that displays on these lines? For what it's worth, our agents make outbound dials directly from their queues and we do not utilize the "Campaigns" feature. I've set "Calling Party Name" as well as "Calling Party Number" values on the respective queues, and while the "Calling Party Number" value gets passed on in the Caller ID, the "Calling Party Name" value does not (instead it shows the city, state like it would on lines that don't have any CLID values assigned).

In Twilio there's a "branding" section within their "Trust Center" that allows customers to configure and verify this type of branding information, and once that's done all outbound calls associated with those numbers get branded with that info. The only thing I could find in Genesys that's similar to that are those "Calling Party Name" and "Calling Party Number" values on the individual queues, but again configuring that "name" value doesn't seem to have any effect. Am I missing anything?

To clarify:

• The 2017 Robocall Act allows carriers to mark suspicious calls as SPAM or Possible SCAM at their discretion.
• The 2020 STIR/SHAKEN regulation from the FCC requires all US carriers from November 1, 2021 to mark all calls with an attestation:
• A – This is a legitimate business using a legitimate trunk with a legitimate number
• B – This is a legitimate business using a legitimate trunk but not a legitimate number
• C – This is someone using a legitimate trunk and/or number but cannot verify the business or number
• Carriers are supposed to respect the attestation unless fraudulent or abusive calling from the number is identified
• All carriers are supposed to provide a facility for investigation of the attestation and/or Robocall rating
• Contact each carrier and fill out their form
• Contact your carrier and make sure they are sending Attestation A for all outbound numbers sending out through them
• Use a service like https://www.freecallerregistry.com/fcr/ or  https://www.calltransparency.com/
• Use a service like DNC.com, CallerIDReputation.com or Neustar to monitor your numbers
• Use a service like Numerical to mitigate all carriers for Robocall clearance

Thanks Robert. I did some tests and yeah, outbound calls that have a Genesys DID configured as the Caller ID are marked with Attestation A. For whatever it's worth, if you set the Caller ID to something else (a number that you don't own) it looks like they are marked with Attestation B (or at least that's how they come through to Twilio). This is in line with what you mentioned previously.

So it seems like SHAKEN/STIR attestation isn't the issue with our calls being marked as "Scam Likely". They are being labeled as "Scam Likely" by multiple carriers regardless of getting marked with Attestation A, presumably because of the volume of outbound calls we make from these numbers (these are not telemarketing, sales calls, or anything like that).
​
Moving past SHAKEN/STIR, what else can we do to brand our numbers to avoid carriers marking our calls as "Scam Likely" or "Spam Likely"? I want to circle back to using PSTN lines on Genesys, because that's one of the things that the Genesys FAQ mentions, but again I'm just not sure how it would work. This is what it says exactly -

(I've submitted these numbers to the Free Caller Registry multiple times and have reached out to the three analytics companies directly, but our numbers continue to be flagged.)

Also, how do we configure a name for the Caller ID that displays on these lines? For what it's worth, our agents make outbound dials directly from their queues and we do not utilize the "Campaigns" feature. I've set "Calling Party Name" as well as "Calling Party Number" values on the respective queues, and while the "Calling Party Number" value gets passed on in the Caller ID, the "Calling Party Name" value does not (instead it shows the city, state like it would on lines that don't have any CLID values assigned).

In Twilio there's a "branding" section within their "Trust Center" that allows customers to configure and verify this type of branding information, and once that's done all outbound calls associated with those numbers get branded with that info. The only thing I could find in Genesys that's similar to that are those "Calling Party Name" and "Calling Party Number" values on the individual queues, but again configuring that "name" value doesn't seem to have any effect. Am I missing anything?

To clarify:

• The 2017 Robocall Act allows carriers to mark suspicious calls as SPAM or Possible SCAM at their discretion.
• The 2020 STIR/SHAKEN regulation from the FCC requires all US carriers from November 1, 2021 to mark all calls with an attestation:
• A – This is a legitimate business using a legitimate trunk with a legitimate number
• B – This is a legitimate business using a legitimate trunk but not a legitimate number
• C – This is someone using a legitimate trunk and/or number but cannot verify the business or number
• Carriers are supposed to respect the attestation unless fraudulent or abusive calling from the number is identified
• All carriers are supposed to provide a facility for investigation of the attestation and/or Robocall rating
• Contact each carrier and fill out their form
• Contact your carrier and make sure they are sending Attestation A for all outbound numbers sending out through them
• Use a service like https://www.freecallerregistry.com/fcr/ or  https://www.calltransparency.com/
• Use a service like DNC.com, CallerIDReputation.com or Neustar to monitor your numbers
• Use a service like Numerical to mitigate all carriers for Robocall clearance