Overview
Outgoing calls can be classified as Potential Spam or Scam Likely on the recipient's phone. This label is assigned by the customer's phone provider to protect them from telemarketing, robocalls, and potential fraud. Although ServiceTitan follows recommended best practices for outbound calls to minimize such occurrences, businesses might need to register their phone number with the Free Call Registry (FCR) to ensure that mobile carriers don't mistakenly flag their numbers.
Who uses this feature
Administrators, office employees, managers
Applies to all business types
Things to know
The Caller ID Name or CNAM is determined by the mobile carrier receiving the call.
Enroll in the free call registry to add the business name for mobile networks rather than just the 10-digit number.
Common reasons why the numbers get flagged as spam
Lack of attestation (STIR/SHAKEN) in outbound calls.
Crowdsourcing involvement where mobile recipients label the call as spam.
"Suspicious" call patterns:
Recent porting of the phone number.
Calls originating from multiple locations.
A high volume of outbound calls without connections.
The specific timing of the calls.
Prevent numbers from being flagged as spam
To support businesses, cell providers offer a form called Free Call Registry (FCR). Use this form to register your numbers and the company names that you want your customers to see.
Go to the Free Call Registry website and click Register Here.
In the Phone Number column, enter the phone number marked as SPAM.
In the Display Name column, enter the desired Caller ID.
Note: You can also upload additional numbers with an Excel file by clicking Choose File.
In the I believe my calls are field, select Other.
In the Contact Name field, enter your full name.
In the Company Phone field, enter your main company number. It can be the same as one being submitted.
In the Email field, enter your email address.
In the Calling Company Name field, enter the Legal Business Name in ServiceTitan under Settings
> Your Account > Register for Texting.In the Calling Company Address, City, State, and Zipcode fields, enter the information filled out in ServiceTitan under Settings
> Your Account > Register for Texting.Enter your business website link in the Calling Company URL section.
Note: You have the Service Provider(s), Calls per month, and further information sections as optional fields. Add detailed information as needed.
Click Send Verification Code to receive a code to your email address.
In the Enter verification code from email field fill in the code sent to your email address and click Submit.
If you filled out FCR and are still experiencing issues, you can fill out forms for each of the analytics agencies as well. Complete the forms for T-Mobile, AT&T, Verizon, and US Cellular separately.