Overview
The following symptoms can be encountered:
- Outbound calls get sent straight to voicemail.
- Calls not connecting to a cell phone or Agent leg.
- All agents in the Organization are experiencing this issue around 40-50% of calls.
- When reps call with their cell phones the call gets through just fine.
- You are getting the "Suspected Spam" Message
- Calls are showing as Spam for prospects
Solution
Since the Cell Phone Provider (i.e., Carrier) usually has full control over whether or not incoming calls are marked as spam, we can only provide you with different workarounds.
Calls to Prospects Are Displayed as Spam
Calling the same leads repeatedly and frequently can cause LocalPresence or custom numbers to be marked as spam. Even one rep that has called a lead excessively with a LocalPresence or a specific custom Caller ID could trigger this behavior. Also, when a prospect ignores a call or sends it to voice mail a certain number of times can cause a number to be marked as spam.
- More information about the LocalPresence feature can be found in the Setting Your Caller ID KB Article.
As a workaround to avoid your calls being marked as spam, you can use another Caller ID (e.g., custom number).
Calls to Reps From Playbooks Are Blocked or Marked as Spam
This might be a result of your carrier blocking the caller ID used to create a connection between you and Playbooks, called agent leg. In this case, you will need to:
- Ask your carrier to allow incoming calls from Agent Leg number (let them know the time and date of the call attempt to identify the phone number).
- Add agent leg number as a contact to your phone to work around anti-spam (Check Incoming/Blocked calls log to identify phone number).
Priyanka Bhotika
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