SHAKEN/STIR and spam protection

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Overview

SHAKEN/STIR technology helps protect your business calls from being marked as spam or “Scam Likely” by verifying caller authenticity. Understanding and implementing proper caller verification protects your business reputation and ensures your calls reach customers successfully.

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How Quo helps prevent your number from being flagged as spam

Specifically, Quo helps protect your calls by:

• Registering your number for SHAKEN/STIR as part of your carrier registration
• Registering your new number with the Free Caller Registry to ensure that major U.S. carriers and their analytics partners recognize your calls as legitimate
• Enforcing anti-spam calling policies, including prohibiting cold calling and abusive calling patterns

While no provider can guarantee a number will never be flagged, these protections significantly improve call trust and deliverability when combined with compliant calling practices. In addition to carrier-level verification, you can protect your own call reputation by avoiding behaviors that are commonly associated with spam. This includes:

• Cold calling people you do not have an existing relationship with
• Placing a significant amount of outbound calls that do not get picked up and/or go to voicemail
• Making a significant amount of calls outside of business hours

Avoiding these actions helps protect the overall reputation of Quo numbers across carrier networks and reduces the likelihood that your legitimate business calls are flagged.

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Understanding call reputation issues

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Why numbers get flagged

Even with protections in place, call reputation is influenced by carrier algorithms, historical number data, and calling behavior outside of Quo’s direct control. Previous ownership impact: Phone numbers sometimes carry a reputation from previous owners, which may lead to inherited spam labels that don’t reflect your business practices. That said, before Quo numbers are issued to new customers, they all go through a period of remediation to remove spam labels. Additionally, registration with the FCR (Free Call Registry) that Quo does on your behalf, supports the removal of these labels. Common flagging triggers:

• Previous owner’s calling patterns or complaints
• Sudden spikes in outbound call volume
• Consumer fraud or spam reports
• Inconsistent calling behavior patterns

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Impact on business communications

Negative consequences:

• Reduced call answer rates
• Damaged business credibility
• Lost customer opportunities
• Decreased communication effectiveness

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Important limitations to understand

While Quo provides strong protections, spam labeling decisions are ultimately made by carriers and third-party analytics providers. As a result:

• Quo cannot instantly remove all spam labels
• Some numbers may inherit reputation from previous owners
• Carrier updates and removals can take days or weeks to propagate

This is why registration, compliant calling behavior, and reputation monitoring all work together.

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Clearing spam labels for US numbers

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Free Caller Registry registration

Quick registration process: Access through Quo’s Trust Center for streamlined registration that clears “Scam Likely” labels faster than traditional long-form processes. Registration requirements:

1. Navigate to Settings → Trust Center in Quo
2. Complete Clear Scam Likely labeling section
3. Provide accurate business information
4. Submit registration to major US carriers

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Required information

Calling company details:

• Business phone number: Your Quo business number
• Business name: Official registered business name
• Business address: Physical business location

Service provider information:

• Provider name: Quo (your service provider)
• Provider relationship: Business phone service

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Carrier distribution

Registry reaches major carriers:

• T-Mobile
• Verizon
• Sprint
• US Cellular
• AT&T
• Other participating carriers

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Clearing spam labels for Canadian numbers

Hiya spam detection removal:

1. Visit Hiya support portal
2. Complete spam removal form
3. Provide business verification details
4. Wait for processing and confirmation

US Carrier Registration benefits:

• Also registers Canadian numbers with STIR/SHAKEN
• Provides broader carrier recognition
• Helps prevent future spam labeling
• Complies with FCC fraud reduction protocols

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SHAKEN/STIR technology

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How SHAKEN/STIR works

Authentication process:

• Originating carrier signs call with cryptographic signature
• Call routing preserves authentication through network
• Terminating carrier verifies signature authenticity
• Display decision shows verified or unverified status

Verification levels:

• A (Full): Complete verification of caller and number
• B (Partial): Caller verified, number relationship uncertain
• C (Gateway): Originating carrier cannot verify caller

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Business pathway requirements

STIR/SHAKEN through Quo:

• Available for business customers with tax ID
• Requires US Carrier Registration completion
• Provides enhanced call authentication
• Reduces fraud and spam likelihood

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Comprehensive protection strategy

Step 1: FCC Registration Complete US Carrier Registration through Quo Trust Center:

• Provide business tax ID number
• Submit business verification documents
• Enable STIR/SHAKEN authentication
• Maintain compliant calling practices

Step 2: Free Caller Registry Register business legitimacy with carriers:

• Complete business information accurately
• Verify ownership of phone numbers
• Establish positive caller reputation
• Monitor registration status

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Compliance best practices

Calling behavior guidelines:

• Consistent patterns: Maintain regular calling volumes and schedules
• Legal compliance: Follow all relevant laws and regulations
• Terms adherence: Comply with Quo Terms of Service
• Consumer respect: Honor opt-out requests and preferences

Avoiding red flags:

• Prevent sudden call volume spikes
• Avoid aggressive calling patterns
• Respond to consumer complaints promptly
• Maintain accurate business information

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Ongoing maintenance

Reputation monitoring:

• Regular check of number reputation status
• Monitor customer feedback about call display
• Address spam reports immediately
• Update registration information when business changes

Proactive measures:

• Annual registration renewal
• Business information updates
• Calling pattern optimization
• Customer education about legitimate calls

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Troubleshooting spam labels

When customers report spam labels:

• Verify registration status in Trust Center
• Check compliance with calling guidelines
• Submit removal requests through appropriate channels
• Communicate with customers about verification process

Persistent labeling issues:

• Contact Quo support for escalation
• Provide evidence of legitimate business operations
• Document customer complaints and resolution efforts
• Consider number replacement if severely compromised

Prevention strategies:

• Implement call warming for new numbers
• Educate customers about expecting calls
• Use branded caller ID when available
• Maintain consistent business communications

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Best practices summary

Essential registrations:

• Complete US Carrier Registration in Trust Center
• Submit Free Caller Registry business information
• Enable STIR/SHAKEN authentication
• Update business details when changed
• Monitor registration status regularly

Compliance guidelines:

• Maintain consistent calling patterns
• Honor all legal requirements
• Respect consumer preferences
• Document legitimate business purpose
• Respond to complaints promptly

Ongoing tasks:

• Check number reputation monthly
• Update registrations annually
• Monitor customer feedback
• Address labeling issues immediately
• Keep business information current

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Additional resources

Need assistance? Submit a support request at support.quo.com for help with spam label removal and caller verification.