Outbound Calls Showing as SPAM or Scam
When attempting to call a specific number you hear the error message "Nextiva delivered your call but it can't be completed. Your number has been declined by the call party or a switching carrier" your phone number has been flagged as SPAM by one or more carriers (not Nextiva). This can be mitigated by registering with Free Caller Registry Information. Required information will need to be provided by the business owner. Because of this, Nextiva is not able to directly resolve this situation for you.
Why are my calls being marked as SPAM?
The three major mobile carriers in the United States are partnered with third-party SPAM detection services. You might have seen these implemented on incoming calls to your cell phone (SPAM Likely or SPAM). These third-party providers crowd-source their SPAM lists based on user reports and shared SPAM databases. Nextiva customers might find themselves on these SPAM lists if enough users report the calls as SPAM.
What is Free Caller Registry?
The three major mobile SPAM systems have created a website allowing customers to register their outbound numbers to help prevent getting flagged and entered into the SPAM database. If a phone number is already entered into the SPAM database, you can request to have it removed.
Free Caller Registry Information
How it works
Visit freecallerregistry.com. Enter your business email address in the field and click send verification code to get started.
Legitimate businesses that visit freecallerregistry.com will provide their caller information, phone numbers, call category, and preferred display name. This information is immediately distributed to First Orion, Hiya, and TNS, who use the information to support the phone number's reputation with the major US wireless carriers.
All call originators using freecallerregistry.com receive notification of receipt of their registration directly from each service provider. First Orion, Hiya, and TNS will each verify the submission and communicate directly with your business. This direct line of communication enables convenient, comprehensive registration with each analytics company and its respective wireless carrier partners.
First Orion, Hiya, and TNS have independent, robust vetting processes to ensure the need for redress is minimized for the users of the portal. We strongly encourage all businesses to register their telephone numbers at no cost.
What you need to provide
- List of company numbers (up to 20, or upload 20+ using an Excel sheet with headers Phone Number and Display Name).
- Categories calling (Collections, Attorney, Telemarketing, etc)
- Contact Name
- Company Phone
- Calling Company Name
- Calling Company Address
- City
- State
- Zip Code
- Calling Company URL (needs to be a secure site, i.e., https://www.nextiva.com/)
- Service Provider(s): Nextiva
- Calls per Month
- Information or examples of calls being labelled as SPAM
Best practices to avoid getting marked as SPAM
- Adhere to the National Do Not Call Registry.
- Know what times of day you can legally call different states.
- Identify yourself and your company on every call, including when leaving a voicemail.
- Create an opt-in process for contacts who wish to receive communication via phone.
- Allow your contacts the option to opt out, and if they do, you must comply.
- Use a local phone number.
- Use a CRM or analytics tool to measure success. Repeatedly calling customers who don’t answer will likely end up getting marked as SPAM.
Other Facts
- Registering with freecallerregistry.com doesn’t guarantee your numbers won’t be marked as SPAM.
- Registering doesn’t guarantee numbers once removed from the SPAM database won’t be re-added.
- Each third-party SPAM service may be contacted directly with questions:
- First Orion: FCRsupport@firstorion.com
- Hiya: freecallerregistry@hiya.com
- TNS: communications@tnsi.com
- Customers should register before undertaking large outbound phone campaigns (highly recommended).
- There is zero cost for registration.