First, consider completing Business Number Registration in First Orion's Customer Portal. Registering your business phone numbers gives you the ability to influence how your outbound calls are labeled.
When a call is received, the person being called may see a variety of labels or identifiers including your 10-digit number, a CNAM (Caller ID Name), a branded display (such as INFORM Branded Calling), the city and state associated with the number, the call category submitted during registration (i.e. Telemarketing), or labels like Spam, Scam, or UNKNOWN.
To help ensure your calls display accurately:
- Log in to your account at https://portal.firstorion.com.
- Click the 'Edit' button in the top right corner.
- Scroll to the bottom of your business details and toggle on the option to share your information with other analytics providers.
Once you opt in, your business and phone number data will be processed within 24 hours for T-Mobile and AT&T.
Please note: We currently do not share data with Verizon's provider (TNS). To reach out to Verizon, please visit here.
If you’ve already completed Business Registration and have opt’d in to share your registration data with other carriers, and are continuing to experience mislabeling, you may consider remediation or appeal. Remediation is a self-service appeal process that enables you to work with mobile carriers directly to address the mislabeling or tagging of your outbound calling numbers. Remediation should only be initiated after you’ve completed Business Number Registration and have consistently used good calling practices. For more information regarding good calling practices, visit (here).
During the appeal process, carriers will verify the calling activity related to the phone number. Various factors are evaluated to determine if the tag is appropriate, including phone number history, calling patterns and recipient responses (i.e complaints, call blocking or spam reporting of the number).
First Orion does not have the ability to influence or “override” a carrier’s final ruling upon their review. You may appeal to carriers directly on their website using the following links: