U.S. Voice Number Registration

Register with Carrier Networks via Free Caller Registry

The major US carriers partner with network registries (Hiya, First Orion, and TNS) to validate business numbers and protect end users. The Free Caller Registry (FCR) was launched to enable registration through one centralized process.

Free Caller Registry: https://www.freecallerregistry.com/fcr/ 

All long codes and toll-free numbers should be registered to ensure compliance and reduce the likelihood of being flagged or blocked as spam. Registration is free, and only takes a few minutes to complete. A step-by-step guide is provided below. 

You should receive an email once processing is completed and records updated with the three carrier networks within 3-5 business days. It is strongly recommended to notify Convey of your registration for record keeping.

Submit Numbers to the Free Caller Registry

Follow these steps to complete registration:

1. Visit the website https://www.freecallerregistry.com/fcr/
2. Provide your email and click "Send Verification Code".
   
3. Locate the code in your email.
4. Input the code to verify your email and proceed with registration.
5. Add your Business details, including the address, website, and business contact information.
6. Provide calling habits, including the purpose of the calls and estimated outbound calls per month.
7. Enter the number(s) to register. You may add up to 20 numbers individually, or upload a file to register additional numbers. The website provides a template file to use if needed. The file must be less than 100 KB.
8. Review and accept the Terms. 
9. Click "Submit" to begin the registration process.
10. You will receive confirmation emails from the three carrier networks. This may take 3-5 business days.

Appeal Spam Labeling with the Carrier Networks

If the reputation of number(s) has degraded, carriers may label calls as spam and traffic may not reach intended customers. In such scenarios, requests must be submitted directly to each carrier to appeal the labeling.

Follow these step-by-step guides below to appeal with the individual networks:

Appeal with Hiya (AT&T)

1. Visit the website https://hiyahelp.zendesk.com/hc/en-us/p/request_hub 
2. Click "Businesses". 
3. Select "Report a call mislabeled as spam".
4. Under "My Own Number(s), click "Report Problem".
5. Select "Create free account" (if desired), or to continue without an account, select "Start Review"
6. Enter your email address.
7. Explain your appeal in the description box. Provide details about the purpose of calls and why end users want/need calls (This may mitigate step 16)
8. For the question "Is the problem affecting a personal line or a business line?" select "Business" from the dropdown list.
9. Provide your legal business name.
10. Provide your business website.
11. List the number(s) impacted. 
12. Provide your name and job title.
13. Check the box and accept the Terms and Conditions.
14. Click "Submit".
15. You may receive an email wherein Hiya will request additional information for a secondary review. Explain the purpose of the calls, why end users want/need these calls, and why recipients may react poorly to calls despite being wanted.
16. You will receive an email confirming Hiya approves or denies the appeal. This may take 3-5 business days.

Appeal with First Orion (T-Mobile)

1. Visit the website https://support.firstorionenterprise.com/hc/en-us/requests/new 
2. Select "Calls tagged as "Scam Likely" " from the dropdown list. 
3. Enter your email address.
4. Enter a subject line for the request. (Eg. My legitimate business number is mislabeled as spam)
5. Explain your appeal in the description box. Provide details about the purpose of calls and why end users want/need calls.
6. Click "Submit".
7. You should receive an email confirming approval or denial of the appeal. This may take 3-5 business days.

Appeal with TNS (Verizon)

1. Visit the website https://reportarobocall.com/trf/ 
2. Select "My Business or Enterprise Phone Number".
3. Select "My business number was mislabeled as spam." 
4. Click "Next".
5. Add your phone number(s).
6. Under "I believe my calls should be", select the appropriate category.
7. Provide your business details, including address, website, and business contact information for verification.
8. Explain your appeal in the description box. Provide details about the purpose of calls and why end users want/need calls.
9. Click "Send Verification Code".
10. Enter the code sent to the previously provided business contact email.
11. Click "Submit".
12. You should receive an email confirming approval or denial of the appeal. This may take 3-5 business days.

About CNAMs

A caller ID name (CNAM) may be set on US long codes to display an associated personal or business name rather than the number. Using a CNAM allows end users to quickly identify your business as the sender.

A CNAM be up to 15 characters in length containing letters, numbers, periods, commas and spaces. The first character must be a letter, and all letters are presented in uppercase. Note, this must be a unique name; generic names such as cities or states are not permitted. 

Caller ID Display

It is important to keep in mind, it is ultimately up to the receiving carrier to display the Caller ID on the mobile handset. The Caller ID may not display correctly if:

1. The recipient does not have the feature enabled
2. Carriers have outdated CNAM information 
3. The CNAM has been overwritten by a SPAM label due to end user complaints

Furthermore, while CNAM record storage for long codes are supported across most (if not all) carriers, storage of CNAMs for toll-free numbers (TFNs) is generally not supported.

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