zoom phone outgoing calls marked as spam risk

[briancourt]

I'm a new user of Zoom Phone, trialing it before deciding whether to turn it on enterprise-wide.  In my test I'm seeing outgoing calls marked as "spam risk" on an AT&T iphone.  The number may be similarly marked on other platforms/carriers; I don't have access to those to test.

The only suggestion I've seen in the knowledge base is that I should go to a bunch of services and try to get the number whitelisted.  That seems unreasonable -- this is a number that zoom gave me; surely it should give me a clean number?  I don't think I should have to to try to whitelist it, and I certainly don't want to do that for every individual number in my enterprise. 

I've had a case open with support for a couple of days with no update.

Any idea?  Thanks!

[Eliot]

hi briancourt,

delete the number with at&t spam risk designation and get a new number.  sometimes, a mobile carrier makes a mistake classifying a number as spam.

unfortunately, our federal communications commission allows telemarketers to rent numbers for a sales campaign and sometimes bad actors use whatever numbers they like (spoofing a number)  to commit fraud.  the mobile carriers try to protect their cusomers by trying to id scammer telephone numbers and marking these numbers as possible scam numbers.

most busineses port their existing numbers to zoom.  this should avoid your telephone being marked as possible spam.  i say "should" because of what the scammers are doing by spoofing a number.

please see federal trade commission - phone scams

Phone Scams | Consumer Advice

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[briancourt]

I don't have numbers to port.  I understand that numbers can have been used for bad stuff; what I don't understand is why zoom doesn't do the work to whitelist them instead of expecting their customers to do that.  I finally (5 days later) got a boilerplate response from support telling me that, yes, I need to whitelist them.  Maybe I'm being unreasonable but I feel like that should be zoom's job. 

[sparrow]

We ran into this same issue half way through our migration from on-prem to Zoom phone. It sounded like a Zoom phone issue but quickly found out that AT&T activated ActiveArmor and that application was shunning some but not all of our calls from Zoom. It was really weird. Our customer had to email those AT&T users to have them mark their number as safe.