How do I prevent calls to my end users from displaying as spam?

Question

How do I prevent carriers from marking my calls as spam?

Answer

To reduce fraud and unwanted calls, United States carriers label suspicious calls as spam. If your business numbers appear as spam, Zendesk can register them as "Attestation A" under the STIR/SHAKEN framework to verify that your calls are legitimate.

STIR/SHAKEN is an industry standard in the United States that helps carriers confirm caller identity and block caller ID spoof attempts. Within this framework, "Attestation A" means your service provider has verified that you own the phone number and that carriers should trust your calls.

To register for STIR/SHAKEN, contact Zendesk Customer Support and include this information:

The phone numbers you want to register for STIR/SHAKEN

Legal business name associated with your Employer Identification Number (EIN)

CNAM (Caller Name) to display for the number

Physical address associated with your EIN

Business type: corporation, partnership, sole proprietor, nonprofit, cooperative, limited liability company

Your EIN

Your business industry, for example, technology or retail

The regions where your business operates: EMEA, LATAM, AMER, APAC

Your company website (URL)

Two authorized representatives. They must be a director, vice president, corporate counsel, general manager, chief financial officer, or chief executive officer.

Include the following information for each contact:

First and last name

Email address

Contact phone number

Business title and job position

This is the same information if you also register for CNAM (Caller Name), which allows your business name to appear on outbound calls. CNAM registration is optional, but complete both CNAM and STIR/SHAKEN registration for the best results.

Carriers also use third-party databases to judge number reputation. You can improve your reputation; submit your numbers directly to these databases:

Call Transparency

TNS Call Guardian

Hiya for non-U.S. numbers

Zendesk cannot submit this information on your behalf. Complete these forms yourself after you contact Zendesk Customer Support to request Attestation A registration under STIR/SHAKEN.

Note: CNAM is available for Zendesk Talk numbers. It is not available for Sell Voice numbers.