📞 Caller ID Reputation Management & Branded Caller ID in Shape 📞

At Shape, we prioritize call deliverability and work to reduce spam labeling through STIR/SHAKEN technology, carrier partnerships, and industry best practices. While we take every measure to ensure your calls reach your audience, it’s important to understand how caller ID reputation works and what steps you can take to maintain high answer rates.

📌 This guide covers:
✔ How to manage caller ID reputation
✔ How to register legitimate numbers
✔ Masking caller ID for calls & texts
✔ Troubleshooting spam flags & call quality issues

---

🔍 Understanding Caller ID Reputation & Spam Labeling

Phone carriers like AT&T, Verizon, T-Mobile, and Sprint use call analytics to flag potential spam calls. These analytics take into account:

📌 How calls are flagged as spam:
✅ Call Frequency – Too many outbound calls in a short period
✅ Consumer Reports – Users marking numbers as spam
✅ Call Answer Rates – Low pickup rates signal potential robocalls
✅ History & Complaints – Past reports & call behavior

Even legitimate businesses can be mistakenly flagged as spam! Shape helps reduce these risks through compliant call routing and reputation management tools.

---

🛠 How to Reduce the Risk of Being Marked as Spam

✅ Register Your Numbers
📌 FreeCallerRegistry (Register Here) – Helps prevent spam flagging by major carriers.

✅ Use Caller ID Management Services
📌 Industry Services: First Orion, Neustar, and Hiya
🔹 For businesses making 5,000+ calls per month, investing in a branded caller ID service helps maintain call reputation.

✅ Follow Best Practices
📌 Spread calls across multiple numbers – Avoid excessive calls from a single number.
📌 Respect time zones – High call volume at odd hours can trigger spam flags.
📌 Monitor answer rates – If pickup rates drop, your number might be flagged.

---

📲 How to Mask Your Caller ID in Shape (For Calling)

If you want to display a different number as your caller ID when making outbound calls, follow these steps:

📌 Steps to Set Your Caller ID in Shape:
1️⃣ Go to: Phone Settings
2️⃣ Find "Verified CID Phone Numbers for Outbound Calling"
3️⃣ Click "Add Caller ID Number"
4️⃣ Choose a verified number
5️⃣ Save changes – Your selected number will now be displayed on outbound calls!

🔴 Note: Caller ID masking is only available for voice calls. Text messages must always display the original number due to carrier regulations.

---

🚫 Why Are My Calls Being Flagged as Spam?

🔴 If your calls are marked as spam, it could be due to:

❌ High call volume from a single number
❌ Low answer rates or blocked calls
❌ Customer complaints or negative feedback
❌ Lack of caller ID registration with major carriers

📌 Solutions:
✔ Use multiple numbers to distribute call volume
✔ Improve call answer rates by calling at strategic times
✔ Register numbers with major carriers to protect reputation

---

☎ How to Fix Spam-Flagged Numbers

If your business number is marked as spam, you can submit a removal request through carrier-specific services:

🔹 AT&T / Hiya: Request Removal
🔹 T-Mobile / Sprint (1st Orion): Register Here
🔹 Verizon / U.S. Cellular (TNS): Report a False Flag
🔹 VoIP Providers (Comcast, Cox, etc.): Email [e-mail]

---

📞 Displaying a Caller Name (CNAM) in Shape

🔹 When you add a caller name via Shape’s "Manage Phone Settings", it’s registered in the CNAM database.

📌 Key Facts About CNAM:
✔ Takes up to 72 hours to update
✔ Carriers update their CNAM registries periodically
✔ Smaller carriers may take longer to refresh CNAM data

🔴 Important: Some carriers do not display CNAM for incoming calls. Shape has no control over how a recipient’s carrier displays your caller ID.

---

📡 Troubleshooting Call Quality Issues in Shape

📌 If you're experiencing:
❌ Calls cutting out
❌ One-way audio
❌ Dropped calls

Try these troubleshooting steps:

✔ Use an alternative browser (Chrome, Edge, Firefox)
✔ Restart your computer & clear cache
✔ Update your Chrome browser
✔ Check your internet speed & stability
✔ Use a wired headset for best audio quality

📌 Need more help? Contact Shape support at [e-mail] for further troubleshooting.

---

📞 How to Get a New Shape Phone Number

If your current number is flagged as spam, you may need a new number.

📌 How to Get a New Number in Shape:
1️⃣ Go to Phone Settings
2️⃣ Click "Get Phone Number"
3️⃣ Choose an area code
4️⃣ Select an available number & click “Buy Number”

🚀 Tip: After getting a new number, register it with carriers immediately to prevent spam flags!