Cox Voice

Industry Best Practices Guidelines

Follow these industry best practice guidelines to help ensure legitimate voice traffic is not categorized as potential spam by Cox or other service providers.

1. Don't use one main calling number for multiple uses. Outbound numbers used for multiple purposes (i.e. by different departments) tend to get flagged by analytics engines and thus receive mixed feedback from consumers. A number used for marketing, for example, should not be used by other departments for other subjects. Increased call frequency means that consumers will invariably provide negative feedback which leads to a robocall tag. By segmenting the use of telephone numbers by purpose or subject, enterprises can improve their number?s status as legitimate.
2. Provide a consistent, real, and user-dialable telephone number with every call you make. Calls from a calling party number that is invalid or not assigned to the caller will likely be flagged as spam and may be potentially blocked.
3. Align context and content of calls for the duration of the number's assignment. Consistently using the same number for the same purpose results in a more accurate reputation. As mentioned above, keep your numbers to single subject (department) use to avoid being tagged as a robocall. When reassigning a number to another purpose best practice dictates that you wait 60-days before redeploying those numbers.
4. Provide a consistent Calling Name profile that matches context. Displaying an accurate and consistent caller ID gives customers more confidence knowing who is calling and helps them make the decision to answer the call. Consider using a service that can help you update and manage what is displayed on your outbound calls.
5. Document normal calling patterns. When launching a new campaign use a number that is compliant and "known"; this will aid analytics and service providers to designate the number as legitimate and not a number that's being spoofed. Avoid unusual spikes in traffic volumes and follow and document your expected and normative call pattern description.
6. Don't call unassigned numbers frequently. Know your customers and their current numbers. Frequent calls to unassigned numbers become a red flag and mirrors a technique that bad actors use by dialing random numbers looking for unsuspecting consumers.
7. Comply with DNC lists, TCPA and FDCPA. Comply with "Do Not Call" lists and other TCPA requirements and provide a number/contact information that called parties can use to prosecute or report any alleged violations of law.

Use common sense to minimize the risk that consumers report your calls as spam or file complaints about you with government agencies.

1. Legitimate calling parties should never use abusive language, call too frequently, have perceptible delays in the quality or reliability of connection or make unsolicited calls at odd hours.
2. Legitimate callers should always provide clear identification of the calling party along with clear and easy opt-out directions.