With the prevalence of spam calls (and texts – never pay that missed toll) many carriers have implemented their own filters to help protect their customers. The unfortunate side effect is that these filters can sometimes catch legitimate calls, too. We see it most often right after clients make a change to their phone lines.
Traditional CNAM caller ID is available with every carrier and you should always verify your information is entered correctly; however, it relies on the called party’s carrier to look up that information on databases that are de-centralized and often outdated. Therefore, many mobile carriers no longer pass traditional caller ID with incoming calls.
So, what’s the solution?
Your first (and free!) option is to register your business number(s) as legitimate with the carriers that offer a way to do so. Here is a list of “whitelists” available to businesses:
Free Caller Registry supports multiple carriers and is the closest we’ve found to a ‘blanket’ registry
AT&T (Utilizes Hiya)
T-Mobile, Apple & Google currently only offer options to their end users. Completing the Free Caller Registry link above may help.
Your second option, if you’re a RingCentral customer, is a new feature called Enterprise Call Branding. While this is a paid solution, it uses cryptographically signed digital certificates to ensure calls and texts are not only authenticated and routed to your customer but also ensures your full business name and, optionally, logo are displayed on every call your team makes!
Contact our team today for more information on call branding or for a helping hand registering your numbers!
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