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  • 1.  A customer dialing in his number is coming as potential SPAM

    Posted 08-06-2024 12:23

    How can we ensure that the user's number that is coming in is not recognized as SPAM and can get to the agent or queue?


    #Routing(ACD/IVR)
    #Telephony

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    John Francis
    Empeople Credit Union
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  • 2.  RE: A customer dialing in his number is coming as potential SPAM
    Best Answer

    GENESYS
    Posted 08-06-2024 16:28

    Hello John,

    When it comes to calls being marked as SPAM, Genesys does everything that they can to make sure that outgoing calls are valid and should not be marked as SPAM. There is a great thread where @Robert Wakefield-Carl included some great info about Caller ID information. I highly recommend that you read over that thread.

    Ultimately, there may be some downstream carriers that are using a 3rd party service that has the number marked as SPAM. You can get that cleared up by registering the number with the Free Caller Registry. 



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: A customer dialing in his number is coming as potential SPAM

    Posted 08-27-2024 12:54

    Hi Jason,

    Would you happen to know how to identify if inbound calls are spam?



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    Dianne
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    Original Message


  • 4.  RE: A customer dialing in his number is coming as potential SPAM

    Posted 08-07-2024 08:16

    Hi John just to confirm...
    Are you asking about the customers phone number? How to ensure that a customer/member that calls your contact center is routed to queue even if their number is marked is potential spam?  John references the outbound in his thread but I'm reading your message as if it's inbound.
    My understanding is there is no need to insure connection unless you are purposefully having your carrier block inbound calls marked as spam, or you have an architect lookup to block certain numbers. Other than those scenarios, a customer should be able to call your contact center without worry that they can't get through. Are you experiencing issues where you customers can't reach your contact center?



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    Steve Alix
    EDCi
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    Original Message


  • 5.  RE: A customer dialing in his number is coming as potential SPAM

    Posted 08-27-2024 12:58

    Hi Steven,

    Not the person you replied to but we are having issues where we are getting inbound calls and they are most likely spam. Either the numbers are spoofed or the ANI is anonymous. We implemented a block calls logic in Architect but we are not sure how to handle anonymous calls if it's a spam.

    Thank you!



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    Dianne
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    Original Message


  • 6.  RE: A customer dialing in his number is coming as potential SPAM

    Posted 09-04-2024 15:33

    We're experiencing an issue with our agents calling from our current on-site phone system into Cloud CX via a Genesys Cloud Voice number and being blocked because "the number you are calling from has been reported as spam". I'm trying to figure out what is blocking them. I don't want any calls into Cloud CX blocked.

    Who is the carrier for Genesys Cloud Voice numbers? Are they blocking calls? Does anyone have ideas on how to make them stop?



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    Dave Halderman
    Thedacare Inc
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    Original Message


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