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.