Protect QoS, stop junk at the edge#
Your customers judge you on call quality and deliverability. When junk slips into hosted PBX or outbound routes, ASR tanks, tickets pile up, and you eat SLA credits. You can't babysit every tenant. You can enforce what enters and leaves your cloud.Where CallerAPI sits
In your routing/orchestration before you switch routes: for voice, pre-connect on inbound (to hosted PBX/UC queues) and pre-origination on outbound. For messaging, pre-send. You ask one question: "Do we let this number/sender through?" We respond with a tier (SPAM / BUSINESS / UNKNOWN) and the why (raw data, reason codes). You enforce. Done.
What we're actually fixing#
ASR / connect rate: dirty traffic drags everyone down. Cut it before it hits your core.
Brand trust: legit business callers shouldn't wear “Spam Likely.”
SLA & support: fewer credits burned, fewer "why was this blocked?" tickets, faster RCAs.
How you run it (boring and predictable)#
| Case | Default action | What actually happens | Why this is sane |
|---|
| SPAM | Block | Don't originate or present to PBX. Log the reason. | Protects shared infrastructure and premium routes. |
| BUSINESS, but with recent spam reports | Challenge | Light friction: IVR press-to-continue, throttle, or sender verification. | Humans comply. Bad actors don't. Preserves good traffic. |
| UNKNOWN | Allow | Route normally; watch early signals. | Most new callers are fine. |
Start conservative. Put the gray zone in Challenge, not Block. Tighten after a week of data.
Day-1 to Day-30 - the playbook#
1
Week 1 - Pilot and test
Score inbound to your noisiest hosted PBX tenants and all new outbound senders. Don't enforce yet. Pipe tiers + reasons to ops. Build two lists: must-pass (critical customers, emergency) and must-block (repeat abusers).
2
Week 2 - Turn on enforcement
Enforce SPAM = Block on inbound to shared queues and on newly created outbound senders. Keep BUSINESS (with reports) = Challenge. Surface reason codes to customer admins in your portal.
3
Week 3 - Tune by product
Contact center, conferencing, alerts behave differently. Create per-product thresholds. If challenge pass-through is high, you're too strict.
4
Week 4 - Automate hygiene
Auto-throttle tenants that trip medium risk repeatedly. Require extra verification for chronic offenders. Keep signed decision logs; they end arguments quickly.
What to measure (and how to read it)#
ASR / connect rate - should climb as noise drops. If flat, widen "SPAM."
ACD (avg call duration) - junk calls are short; rising ACD means cleaner traffic.
Challenge pass-through - low means you're hurting legit callers; loosen or simplify.
Ticket volume & SLA credits - both should fall. If not, your gray zone needs work.
Quick win: enforce on inbound to shared queues first. That's where junk costs you most, fastest.
Edge cases you will hit (handle them up front)#
Cost & Data Control - "Daily Spam Report" for flat spend#
Per-event checks are great when you need context. Some cloud providers want predictable cost and a clean ingest: one pull a day, curated intelligence, platform-wide.
What you get
A daily set of confirmed spam/abuse numbers and campaigns, validated by our systems and review team. Scoped to your tenant.
Why it exists
Protect QoS without variable bills. One (or a few) fetches per day. Load it. Enforce. Done.
How you use it
Pull today's JSON, push to your reputation cache, and apply the SPAM / BUSINESS / UNKNOWN policy across voice + messaging. No per-call metering.Endpoint: dedicated Daily Spam Report per tenant.
Fields: number, created date, violated date, consumer state, subject (spam category), robocall (yes/no).
Cutover time: reports compiled and posted before 13:00 UTC daily, covering the prior 24h.
Validation: algorithmic scoring + human review on high-impact entries.
Retention: last 24h available (30-day window on request).
License: platform-wide use across voice + messaging.
Pricing: flat monthly fee (no per-event surprises).
Purpose: cost control with enough fidelity to keep QoS clean.
Ask us to enable Daily Spam Report for your tenant. We'll hand you a hardened URL, auth, and a sample file so your team can wire the nightly job.
You keep control of region and retention on your side.
Daily Report - budget certainty; great for global hygiene and route protection.
Real-time - when you need per-call/per-message context (product, campaign window, tenant tier) and want to challenge the gray zone instead of blunt-blocking it.
How to talk about this with customers#
Be explicit in your portal and changelog: "We block obvious garbage. We challenge the gray. We log every decision with the reason and timestamp." Give admins the reason codes. Angry tickets become quick fixes. Your carrier partners notice the difference.
Talk to an expert
Make your telco spam-free by integrating CallerAPI.