SENTRY is designed to ensure that only authenticated calls associated with your protected telephone numbers are delivered to consumers. If a call cannot be authenticated, it may be treated as an unauthorized or spoofed call and may be blocked.
Common situations that may contribute to legitimate calls being blocked include:
- An authentication request was not sent before the call was placed.
- Changes were made to phone numbers or program configurations without updating the SENTRY program.
- Calls originated from systems, platforms, or routing paths that are not configured within the SENTRY Call Authentication integration
- Complex call routing or forwarding scenarios altered the original authentication pairing.
If you believe legitimate calls are being blocked, review any recent changes to your calling environment and contact your First Orion representative. They can help determine whether the calls are being authenticated correctly and identify any configuration or routing issues that may need attention.