Outbound calls from Level365 numbers may display as Spam Likely, Potential Spam, or Scam Likely on the recipient's phone. These labels are applied by the recipient's carrier and its call analytics provider, not by Level365. This article explains how labeling decisions are made, how to register numbers and request label removal, and calling practices that help protect number reputation.
Who Controls Spam Labels
Spam labels are applied by the carrier of the called party and the call analytics provider that carrier uses: TNS for Verizon, Hiya for AT&T, and First Orion for T-Mobile. Once a call leaves the Level365 network, Level365 cannot control or override how the call is displayed or handled.
How Carriers Determine Spam Labeling
Carriers score calls using a combination of behavior and reputation data. No single factor determines spam labeling. Common factors include:
- Call volume and patterns: Sudden spikes in outbound calls, high call rates, or very short call durations can resemble robocalling.
- Call engagement: Low answer rates, quick hang-ups, and calls that are often declined or blocked lower a number's score.
- Recipient feedback: Calls marked as spam on recipients' devices or carrier-provided apps feed directly into carrier reputation systems.
- Number history: New numbers, numbers with little calling history, and numbers with past spam complaints are scrutinized more closely.
- Caller ID spoofing: Scammers sometimes display a legitimate business's number on their own calls, and complaints about those calls count against the real number.
Removing a Spam Label
Level365 Support can first confirm that the affected numbers are properly configured and sending accurate caller ID.
The registration and review requests below must be submitted by the business that places the calls; Level365 cannot submit them on a customer's behalf.
Step 1: Register with the Free Caller Registry
The Free Caller Registry is a free portal run by First Orion, Hiya, and TNS. A single registration sends business and phone number details to all three providers. Registration requires:
- A business email address, verified with a code before the form opens
- Business name, address, website, and a business contact
- The purpose of the calls and the approximate number of outbound calls per month
- The phone numbers being registered (up to 20 entered individually, or more by file upload)
Registration does not guarantee label removal, and submitting the same number more than once has no additional effect. Registration also does not change the caller ID name displayed on calls.
Register at the Free Caller Registry
Step 2: Request Review from Individual Carriers
If a label remains after registration, submit a review request to the analytics provider for each carrier:
- Verizon (TNS): Submit a TNS review request
- AT&T (Hiya): Submit a Hiya review request
- T-Mobile (First Orion): Submit a T-Mobile call reporting request
Timing
Each provider reviews requests on its own timeline, which can range from days to months. Level365 cannot influence or speed up this process. Keep a record of which providers have been contacted, and follow up if a label remains after the provider's stated review period.
Best Practices to Protect Number Reputation
- Spread outbound calls evenly over time rather than placing large bursts in a short period.
- Register new numbers with the Free Caller Registry before using them for outbound calling.
- Use separate numbers for separate purposes, such as sales, collections, and appointment reminders.
- Avoid repeatedly calling contacts who do not answer.
- Follow the National Do Not Call Registry.
- Encourage regular contacts to save the business number in their phone contacts.
Businesses with high outbound call volume may also benefit from a third-party reputation and remediation service. These services operate independently of Level365, but Level365 can help point customers toward appropriate options.