Olá @Deborah Bergeron, saudações do Brasil!
Configuring the outbound caller ID in Genesys Cloud (queue or campaign) is necessary but not sufficient to prevent spam labeling.
Genesys only signals the ANI. The spam label itself is determined by the telephony provider and the terminating carrier.
So, in addition to the Genesys configuration, you must also verify:
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That the outbound number is explicitly allowed and configured on the Edge/trunk
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That the number is owned and registered with the carrier
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That STIR/SHAKEN attestation is correctly set by the provider
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That the carrier has registered the number/brand with analytics providers (Hiya, TNS, First Orion, etc.)
High outbound volumes from a single number will still be flagged if the carrier-side reputation is poor, regardless of Genesys settings.
In short:
- Genesys controls which number is sent
- The carrier controls how that number is classified
If calls are being labeled as spam, the primary remediation path is working with your telephony provider, not a Genesys-only configuration change.
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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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Original Message:
Sent: 01-21-2026 15:55
From: Deborah Bergeron
Subject: Spam mislabeling on outbound calling
HI,
What can be done to control spam mislabeling on outbound calls?
Our organization generally displays one specific number with outbound call counts in the 20,000 thousand per week range.
What can be done to ensure the true identification is consistently seen on the customer end - to remove the spam mislabeling and ensure the proper identification is reflected with each outbound call?
Thanks!
#Uncategorized
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Deb Bergeron
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