Sometimes a legitimate business number can show as "Spam" "Spam Risk" or "Potential Spam" when calling a customer.

Spam labels are set by mobile carriers and third-party call-protection services, not by Devyce. These services look at things like calling volume, calling patterns and customer feedback (For example how often a number is blocked or reported), so legitimate business calls can sometimes be flagged by mistake.

Why does this happen?

In March 2020, the FCC issued a mandate requiring major US carriers to implement STIR/SHAKEN, a caller ID authentication framework designed to combat illegal robocalls and caller ID spoofing. As part of this and related anti-robocall efforts, carriers and call-protection services rolled out their own systems to score and label calls as likely spam.

Because these scoring systems are automated and vary by carrier, legitimate business traffic, especially numbers making a high volume of outbound calls can sometimes be labelled as spam incorrectly, even when nothing wrong is being done.

How can I avoid this?

We recommend registering your US numbers with the main call-reputation providers. Each mobile carrier relies on a different provider to generate spam labels:

• Hiya

• First Orion

• TNS

You can register your numbers with all of these providers in one place using the Free Caller Registry, which shares your business details with the main call-protection providers: Register your number with Free Caller Registry

Good calling practices

Alongside registration, the following advise to help maintain a good call reputation:

1. Try not to make a high number of calls all at once

2. Avoid repeatedly calling customers who don't answer

3. Leave a voicemail when appropriate so customers know who called and why

4. Keep using the same numbers rather than regularly changing them

5. Respect customers' requests not to be contacted

6. Spread your calls throughout the day instead of making lots of calls in a short period

Please keep in mind

• Registering your number and following good calling practices can help reduce the chance of it being marked as spam, but it cannot guarantee this. Spam labels are controlled by the receiving carrier and call-protection providers.

• Devyce carries out the relevant checks when your number is provisioned. However, we don't control how individual carriers or call-protection services label calls.

• Spam labels can change over time. A number that is currently marked as spam may no longer be flagged later, while a number that is currently clear could be flagged in the future based on calling activity and customer feedback.