Legitimate businesses making voice calls may encounter their outbound calls being labeled as “Scam Likely,” “Spam,” “Fraud Risk,” “Robo Call,” or similar designations, depending on the recipient’s app, device, or network. These labels can be frustrating, potentially resulting in unanswered calls or even call blockages.

It’s essential to note that these labels, call blocks, or filters are implemented by the recipient’s carrier, their analytics partners, or the recipient themselves. Since LC Phone does not apply these labels or filters, our ability to resolve the issue is limited. However, there are steps you can take to reduce or eliminate these labels and call blockages, although success is not guaranteed. If you’re facing these issues, consider these steps to address the problem.

Note: This guide is specifically for LC Phone users. To sign up for Shaken/STIR and CNAM, ensure you’ve completed the Business Registration Process and received approval.

For US Numbers #

Register your US numbers with the FCC. They provide a free registry site that collaborates with major analytics companies supporting key US wireless carriers. Registering can assist in removing a negative label from your calls.

For International Numbers #

Unfortunately, we are unable to assist with nuisance labels for international numbers. We recommend reaching out to the terminating carrier that is marking your calls as spam and working with them directly.

Shaken/STIR Registration #

SHAKEN/STIR comprises protocols aimed at authenticating caller ID information to verify its legitimacy. This protocol utilizes digital certificates to validate the caller’s identity. When a call is made, the caller’s identity is confirmed through these certificates, which are stored in an online database. This instills trust in call recipients that the incoming call is genuinely from the displayed source.

How to Apply #

• After submitting their Business Profile, Agency and Sub-account admins can register for SHAKEN/STIR in the Trust Center. Click on the “Start Registration” button.
• Your Business Details, Business Address, and Contact Info will be preloaded from your A2P registration, so just click Continue for each of the three.
• Enter a friendly name for the profile, confirm the authenticity, and click Submit.
• You will get a success message for the submission. The approval might take up to 4 days.

CNAM Registration #

The CNAM Registration enables you to display your business name as the Caller ID name, so you present a more professional image. Updating or adding CNAM (Caller ID Name) information might increase call answer rates by providing accurate caller information, although it won’t directly affect nuisance labels.

How to Apply #

• After submitting their Business Profile, Agency and Sub-account admins can register by clicking the “Start Registration” button in the CNAM section of the Trust Center.
• Your Business Details, Business Address, and Contact Info will be preloaded from your A2P registration.
• Enter your desired display name for the profile. Note that it can only be up to 15 characters (including spaces) and contain no special characters other than commas and dots. Once set, confirm the authenticity and click Submit.
• You will get a success message for the submission. The approval might take up to 4 days.

Note: The Shaken/STIR and CNAM process will be automatically completed on your behalf once the A2P registration is properly completed.

Frequently Asked Questions #

How will phone numbers be linked to the Shaken/STIR and CNAM profiles? #

All numbers are linked automatically. All currently available numbers and future purchased numbers will automatically be linked with the registered Shaken/STIR and CNAM profiles.

Will registering my number fix mislabeled calls? #

While registration often rectifies mislabeling, it’s not foolproof. Registered numbers can still be flagged based on suspicious call patterns or consumer reports. We advise monitoring call behavior for unusual traffic spikes and adhering to TCPA laws, FCC regulations, and the Acceptable Use Policy.

Should I register numbers I just acquired? #

Absolutely. Nuisance labels aren’t auto-removed when a number’s previous ownership changes, so you should always register new numbers.

Can LC Phone remove a spam label directly? #

No. These labels are applied by the recipient’s carrier, analytics partners, or the recipient themselves. LC Phone does not apply them, so its ability to resolve them directly is limited.

What can I do about international numbers being mislabeled? #

For international numbers, reach out to the terminating carrier that is marking your calls as spam and work with them directly, as we are unable to assist with those labels.

What are the character limits for a CNAM display name? #

The CNAM display name can be up to 15 characters including spaces, with no special characters other than commas and dots.