[cisco-voip] [EXTERNAL] Re: Issue with Legit DIDs Flagged as "Potential SPAM"

[Balk, David]

We have been going back and forth with our carriers about this for a while.  Both Lumen and ATT provided us with these links to lower the spam rating on specific DIDs.  We have had multiple successes with Hiya.


AT&T

https://hiyahelp.zendesk.com/hc/en-us/requests/new

Select \"Change or remove the caller ID information or Spam Rating of a number\"

In the description field you can describe the trouble and specify the phone number(s) that are being flagged as Spam and request that they remove the Spam Rating.





T-MOBILE

Here is a link that we found through the T-Mobile website to remove the Spam Rating.

T-Mobile: https://callreporting.t-mobile.com/





Verizon Wireless:

Here is a link that we found through the Verizon website to remove the Spam Rating.

https://voicespamfeedback.com/vsf/

Follow the prompts to request removal of the Spam rating.


David Balk
IS Team Lead
Voice Services
Northwestern Memorial Health Care

541 N. Fairbanks Court, Suite 2401
Chicago, Illinois 60611
312.926.2642 office

dbalk at NM.org<mailto:dbalk at NM.org>
northwesternmedicine.org<http://www.northwesternmedicine.org/>

[NM-Logo-stacked-2090.png]

From: cisco-voip [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Palmer, Brian via cisco-voip
Sent: Monday, March 29, 2021 6:59 AM
To: Ryan Huff <ryanhuff at outlook.com>; JASON BURWELL <JASON.BURWELL at foundersfcu.com>; Kent Roberts <kent at fredf.org>
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] [EXTERNAL] Re: Issue with Legit DIDs Flagged as "Potential SPAM"


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I wouldn’t be surprised if they were labeling based on the ‘crowd’ sourced data they get from the spam apps they have out there now.  There is a service you can pay to deal with this, but it is exorbitant in cost.  We have had those issues and found the price to fix this on carriers external to the ones we use to be too costly to deal with.



Brian

From: cisco-voip <cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>> On Behalf Of Ryan Huff
Sent: Saturday, March 27, 2021 10:14 PM
To: JASON BURWELL <JASON.BURWELL at foundersfcu.com<mailto:JASON.BURWELL at foundersfcu.com>>; Kent Roberts <kent at fredf.org<mailto:kent at fredf.org>>
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>
Subject: Re: [cisco-voip] [EXTERNAL] Re: Issue with Legit DIDs Flagged as "Potential SPAM"

CNAME dips are done by the called party carrier. Nothing you can do to change that other than change the calling party ANI or work with the calling/called party carrier to correct the database entry.

Get Outlook for iOS<http://defang.bcbsfl.com/defang.php?url=https://aka.ms/o0ukef>
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From: cisco-voip <cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>> on behalf of JASON BURWELL via cisco-voip <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Sent: Saturday, March 27, 2021 9:53:09 PM
To: Kent Roberts <kent at fredf.org<mailto:kent at fredf.org>>
Cc: cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net> <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] [EXTERNAL] Re: Issue with Legit DIDs Flagged as "Potential SPAM"

I’m having the same issue with a couple of the TFNs as well.

Jason

On Mar 27, 2021, at 9:44 PM, Kent Roberts <kent at fredf.org<mailto:kent at fredf.org>> wrote:
CAUTION: This email originated outside of Founders Federal Credit Union. Do not click links or open attachments unless you recognize the sender and know the content is safe.
________________________________
What if you send TF number, instead of a DID?


On Mar 27, 2021, at 6:49 PM, JASON BURWELL via cisco-voip <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>> wrote:

Hello All,

An issue has come up again and I was hoping maybe someone here had delt with it and possibly had some advice. More and more, the DID numbers we send out as calling party number are being flagged as “Possible SPAM” or other types of “Probable SPAM” messages with the mobile phone carriers. As a result customers wont answer the call. These are legitimate customer calls and not any kind of cold calling or telemarketing. I took this up with Verizon and AT&T reps last year and got a lot of excuses and basically they told me there is no way to “whitelist” list numbers, the systems use some kind of AI processing to decide what calls to flag. So the issue has come up again because customers are requesting callback and when we call them back sometimes its flagged as possible SPAM so they don’t answer the call. Has anyone else found a way to deal with this? Hopefully once STIR/SHAKEN is fully implemented, they will stop doing this but until then its causing us quite a bit of headache.

Thanks
Jason
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