Objective

This procedure defines the required steps for removing legitimate telephone numbers from robocall analytics systems and spam-blocking databases. It ensures customers and internal teams follow the correct process with Hiya, Transaction Network Services (TNS), First Orion, and other analytics platforms used by mobile carriers and handset manufacturers.

Scope

This procedure applies to:

• All assigned DIDs used for outbound calling
• All enterprise customers reporting “Spam Risk,” “Scam Likely,” or “Fraud” labels
• All numbers used via UCaaS, CCaaS, SBCs, or carrier interconnects

Overview

The U.S. ecosystem for SPAM labeling is dominated by the “Big 3”:

• Hiya – Powers Samsung + AT&T
• TNS (Call Guardian) – Powers Verizon
• First Orion** – Powers T-Mobile + MetroPCS

NOTE: These platforms maintain independent analytics engines. Each requires a separate request for remediation.

Prerequisites

Before submitting a request, the following information must be collected:

• The telephone number(s) affected
• The business name associated with outbound calls
• A description of the business use-case (appointment reminders, sales, customer service, etc.)
• Call volume per day/week
• Example call timestamps flagged as spam
• Screenshots from end-users showing “Spam Risk” or similar labels
• Confirmation that outbound calls meet best practices (STIR/SHAKEN A-level when appropriate, no autodialer misuse, valid CLI)

Procedure

Select the Database from the options below:

Internal Validation Checklist (Before Submitting Requests)

Confirm the following:

• Numbers are valid, assigned, and used only by the business
• Outbound traffic patterns reflect normal business use
• No signs of toll fraud or unauthorized dialer traffic
• Caller ID name is consistent with business records
• A-level attestation is used whenever possible (STIR/SHAKEN)
• Call completion rates and answer rates are normal
• No regulatory complaints are active for the number

Expected Turnaround Times

• Hiya: 3–5 days
• TNS: 5–10 days
• First Orion: 2–3 days
• Free Caller Registry: 3–7 days
• Third-party apps: 1–14 days depending on provider

Post-Remediation Monitoring

For 30 days after approval:

• Monitor call analytics dashboards (if available)
• Watch for return of spam labels
• Validate STIR/SHAKEN signing behavior
• Review outbound call patterns for abnormalities
• Document any continued customer reports

Escalation

Escalate to the Corporate Security Team if:

• Spam labels reappear for the same number within 30 days
• Analytics platforms deny the request
• Complaints indicate possible fraud or compromised credentials
• High-volume or automated call traffic triggers repeat blocking

Record Keeping

All submissions must be documented and stored for audit purposes, including:

• Date submitted
• All phone numbers involved
• Case/ticket IDs from analytics companies
• Screenshots, emails, and proof of remediation
• Final confirmation from the analytics provider

Compliance

This procedure aligns with:

• FCC Robocall Mitigation Program requirements
• STIR/SHAKEN authentication standards
• Carrier reputation policies
• Internal operational security controls