U.S Voice/Phone Call Best Practices

Convey is committed to creating a healthy voice communication ecosystem that serves all participants and maintains a positive caller reputation. The following recommendations, while not explicitly mandated, help to ensure compliance, as well as maintain best deliverability with lowest risk of incurring carrier blocks.

1. Use as few numbers as possible. While there are some use-cases which require the use of multiple numbers (e.g. your company has different departments and you want a different TFN for each), limit the use of one number per clear use-case (e.g. one number per department rather than two). 
2. Register numbers with the Free Caller Registry. This may reduce the likelihood of a legitimate number being flagged or blocked as spam. 
3.  Add a CNAM (Caller ID) to provide quick identification to end users. Note, it is ultimately up to the receiving carrier to display correctly. 
4. Keep numbers, branding, and content consistent. Changing numbers, multiple names, and mis-matched content cause confusion and concern.
5. Maintain a consistent call volume. While some use cases expect traffic spikes, repeated or sudden increases may cause frustration and result in end user complaints. 
6. Be mindful of call history, including length and answer frequency. Short or frequently dropped/unanswered calls can be flagged as suspicious.

Remember that all programs are subject to audits by Convey and/or by carrier hubs and voice service providers.