Genesys Cloud - Main

Lately, we've seen a significant increase of SPAM / junk phone calls into numerous queues. They come in various formats:

- South Asian music playing in the background
- Water sloshing around or bubbling
- Faint sounds of traffic
- Silence then disconnect at a specific interval of time (approx. 15-18 seconds)

I'm even getting these calls directly to me in PureCloud (not from an IVR or group call). There are teams expending effort calling numbers back in the event that they are legitimate customers, but when we call back it's generally an invalid number. I'm aware that numbers can be spoofed, but there are also things carriers are doing to proactively combat SPAM calls. 

I didn't submit my own idea, but I did vote on an existing one (with a tweak in the request): https://purecloud.ideas.aha.io/ideas/CLINB-I-575

I'm wondering if anyone else is experiencing this.
#Telephony

------------------------------
Angel R.
------------------------------

::tap::tap::

Hello. Is this thing on?

------------------------------
Angel R.
------------------------------

Original Message:
Sent: 09-26-2019 11:21
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

Lately, we've seen a significant increase of SPAM / junk phone calls into numerous queues. They come in various formats:

- South Asian music playing in the background
- Water sloshing around or bubbling
- Faint sounds of traffic
- Silence then disconnect at a specific interval of time (approx. 15-18 seconds)

I'm even getting these calls directly to me in PureCloud (not from an IVR or group call). There are teams expending effort calling numbers back in the event that they are legitimate customers, but when we call back it's generally an invalid number. I'm aware that numbers can be spoofed, but there are also things carriers are doing to proactively combat SPAM calls.

I didn't submit my own idea, but I did vote on an existing one (with a tweak in the request): https://purecloud.ideas.aha.io/ideas/CLINB-I-575

I'm wondering if anyone else is experiencing this.
#Telephony

------------------------------
Angel R.
------------------------------

Hi Angel,

 We've not experienced this - perhaps the lack of response is because nobody else is either?

 Have you contacted your telecoms provider to try and identify the route cause and block it?

 Thanks

------------------------------
Gordon Thomson
Dialler Manager
Actavo
------------------------------

Original Message:
Sent: 11-25-2019 11:20
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

::tap::tap::

Hello. Is this thing on?

------------------------------
Angel R.

Original Message:
Sent: 09-26-2019 11:21
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

Lately, we've seen a significant increase of SPAM / junk phone calls into numerous queues. They come in various formats:

- South Asian music playing in the background
- Water sloshing around or bubbling
- Faint sounds of traffic
- Silence then disconnect at a specific interval of time (approx. 15-18 seconds)

I'm even getting these calls directly to me in PureCloud (not from an IVR or group call). There are teams expending effort calling numbers back in the event that they are legitimate customers, but when we call back it's generally an invalid number. I'm aware that numbers can be spoofed, but there are also things carriers are doing to proactively combat SPAM calls.

I didn't submit my own idea, but I did vote on an existing one (with a tweak in the request): https://purecloud.ideas.aha.io/ideas/CLINB-I-575

I'm wondering if anyone else is experiencing this.
#Telephony

------------------------------
Angel R.
------------------------------

I have not heard anyone complaining about those things specifically, no.

Obviously, those spam calls are illegal and you could report them...however you would do so. But, there is nothing built into PureCloud to filter spam calls. Carriers are just starting to try and implement some safeguards, but they have not gotten very far.

I get other types of spam calls fairly often on my cell phone. All from fake phone numbers.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 11-25-2019 12:48
From: Gordon Thomson
Subject: Robocalls / SPAM calls

Hi Angel,

 We've not experienced this - perhaps the lack of response is because nobody else is either?

 Have you contacted your telecoms provider to try and identify the route cause and block it?

 Thanks

------------------------------
Gordon Thomson
Dialler Manager
Actavo

Original Message:
Sent: 11-25-2019 11:20
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

::tap::tap::

Hello. Is this thing on?

------------------------------
Angel R.

Original Message:
Sent: 09-26-2019 11:21
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

Lately, we've seen a significant increase of SPAM / junk phone calls into numerous queues. They come in various formats:

- South Asian music playing in the background
- Water sloshing around or bubbling
- Faint sounds of traffic
- Silence then disconnect at a specific interval of time (approx. 15-18 seconds)

I'm even getting these calls directly to me in PureCloud (not from an IVR or group call). There are teams expending effort calling numbers back in the event that they are legitimate customers, but when we call back it's generally an invalid number. I'm aware that numbers can be spoofed, but there are also things carriers are doing to proactively combat SPAM calls.

I didn't submit my own idea, but I did vote on an existing one (with a tweak in the request): https://purecloud.ideas.aha.io/ideas/CLINB-I-575

I'm wondering if anyone else is experiencing this.
#Telephony

------------------------------
Angel R.
------------------------------

The fact that Genesys doesn't have a way to block calls, built into the system is hard to believe.  There are too many missing features in Genesys.

------------------------------
Stuart Gormley
Agilon Health
VoIP System Administrator
------------------------------

Original Message:
Sent: 11-25-2019 13:23
From: George Ganahl
Subject: Robocalls / SPAM calls

I have not heard anyone complaining about those things specifically, no.

Obviously, those spam calls are illegal and you could report them...however you would do so. But, there is nothing built into PureCloud to filter spam calls. Carriers are just starting to try and implement some safeguards, but they have not gotten very far.

I get other types of spam calls fairly often on my cell phone. All from fake phone numbers.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 11-25-2019 12:48
From: Gordon Thomson
Subject: Robocalls / SPAM calls

Hi Angel,

 We've not experienced this - perhaps the lack of response is because nobody else is either?

 Have you contacted your telecoms provider to try and identify the route cause and block it?

 Thanks

------------------------------
Gordon Thomson
Dialler Manager
Actavo

Original Message:
Sent: 11-25-2019 11:20
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

::tap::tap::

Hello. Is this thing on?

------------------------------
Angel R.

Original Message:
Sent: 09-26-2019 11:21
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

Lately, we've seen a significant increase of SPAM / junk phone calls into numerous queues. They come in various formats:

- South Asian music playing in the background
- Water sloshing around or bubbling
- Faint sounds of traffic
- Silence then disconnect at a specific interval of time (approx. 15-18 seconds)

I'm even getting these calls directly to me in PureCloud (not from an IVR or group call). There are teams expending effort calling numbers back in the event that they are legitimate customers, but when we call back it's generally an invalid number. I'm aware that numbers can be spoofed, but there are also things carriers are doing to proactively combat SPAM calls.

I didn't submit my own idea, but I did vote on an existing one (with a tweak in the request): https://purecloud.ideas.aha.io/ideas/CLINB-I-575

I'm wondering if anyone else is experiencing this.
#Telephony

------------------------------
Angel R.
------------------------------

One of our orgs started experiencing this. Has anyone found a way to mitigate spam callers?

------------------------------
Dianne
------------------------------

Original Message:
Sent: 09-26-2019 11:21
From: Angel Rodriguez
Subject: Robocalls / SPAM calls

Lately, we've seen a significant increase of SPAM / junk phone calls into numerous queues. They come in various formats:

- South Asian music playing in the background
- Water sloshing around or bubbling
- Faint sounds of traffic
- Silence then disconnect at a specific interval of time (approx. 15-18 seconds)

I'm even getting these calls directly to me in PureCloud (not from an IVR or group call). There are teams expending effort calling numbers back in the event that they are legitimate customers, but when we call back it's generally an invalid number. I'm aware that numbers can be spoofed, but there are also things carriers are doing to proactively combat SPAM calls. 

I didn't submit my own idea, but I did vote on an existing one (with a tweak in the request): https://purecloud.ideas.aha.io/ideas/CLINB-I-575

I'm wondering if anyone else is experiencing this.
#Telephony

------------------------------
Angel R.
------------------------------