How CallRail Prevents Call Spam

If you’ve ever answered your phone and heard silence, static, or an automated message on the other end of the line, then you understand the frustration of receiving a call from a robo dialer. Since these robocallers often spoof the caller ID, unfortunately, it's difficult to block and prevent them from calling random phone numbers. Additionally, the act of spoofing of the caller ID makes these calls look like legitimate callers, and blocking a single legitimate phone call is unacceptable.

Use this article to learn more about CallRail's solution to prevent spam calls to your tracking numbers.

Challenging Calls

When a keyword tracking pool is created, it is automatically equipped with a spam prevention tool. This tool allows CallRail to identify if the numbers within your keyword tracking pool have been assigned to visitors coming to your website. If you receive a call, and your keyword numbers haven't yet been assigned to a website visitor, CallRail will automatically challenge that call with a message that states, "Your number has not been activated yet." 

This message, which challenges calls to keyword tracker numbers that have not been recently assigned, reduces the likelihood that these numbers will be targeted by spam calls. Follow the instructions below if you wish to turn this default feature off. 

  1. Choose the company where you’d like to stop challenging calls.

    company.png

  2. Click Settings at the top of the page.

    settings.png

  3. Select Blocked Callers from the Tools section in the left menu.

    Manage_Blocked_Callers.png

  4. Navigate to Calls to Inactive Numbers and check the Allow box

    screenshot_563.png

Block Robocallers & Telemarketers

Each CallRail account is automatically configured to "Challenge" telephone numbers that are known robo dialers and/or telemarketers (this service is included at no additional cost). This advanced anti-spam technology allows CallRail to check the telephone number of each incoming call to your tracking numbers against a collaborative database of telephone numbers that are known robo dialers. If a caller's telephone number is not in this database, the call will route to your tracking number as expected, and with no delay.

Using a Menu Within the Call Flow Builder

The Call Flow Builder was created to catch or divert spam callers by creating steps that would challenge the caller, solving a spam problem with 100% accuracy. By creating a "Menu" within a CallRail Call Flow, the call won't appear on your call log (or be billed) if the caller doesn't successfully navigate the menu. If the caller reaches the menu and listens to the menu three times without selecting a menu option, CallRail will automatically prevent that call from showing on your call log, reports, and your billing.

Since we are unable to prevent people from calling a telephone number, filtering out the call within the menu is a great line of defense for spam or robocallers. Here's how to set up a menu in a company's Call Flow Builder.

  1. Click Numbers at the top of the page.

    numbers.png

  2. Select your Call Flows from the left menu.

    Call_Flows.png

  3. Choose + Create New Call Flow at the top of the page.

    screenshot_388.png

  4. Within the box, "What would you like to happen first?" select Menu.

    screenshot_564.png

  5. On the menu step, choose to type in a greeting that will be read to your callers in a robot-like voice, or you can upload your own recording of your Menu options. Then, write a brief description of where or who the call will be forwarded to (this description will not be announced to the caller). You can add up to 13 menu options.

    screenshot_565.png

  6. Next, you will decide what will happen after the caller presses a number. In this example, "If the caller Presses 1," we will forward the call to the Front Desk phone number by using a Dial step. You can include any steps that work best for your business. When you're finished, click Save at the top of the page to save your Call Flow.

    screenshot_566.png

Block and Filter Phone Numbers

If you're receiving repetitive unwanted calls from the same number, that number can be blocked from calling in the future.

Learn more about blocking and filtering calls using this help article.

Mark as Spam Button

Any unwanted call can be marked as spam.  Using the Mark as Spam button for calls in the current billing cycles will remove the call from your call log, and also from your reports and billing. It will also "challenge" the caller in the future. The next time they dial in, they will hear an automated message that says, "Please press 1 to connect to your call."

You can access the "Mark as Spam" button from the caller's timeline:

  1. Navigate to your company's call log by clicking Activity.

    activity.png

  2. Click the Timeline button for the caller you'd like to mark as spam.

    timeline1.png

  3. Select the Mark as Spam icon next to the call in question.

    screenshot_574.png

Replacing a Tracking Number

If a specific tracking number is receiving an unusual number of unwanted calls, we're happy to replace it for you. Replacing the tracking number will release the number from your account, and we won't be able to recover it. You can reach out to our Support team to request a replacement tracking number at no additional cost.

Have more questions? Submit a request

Comments

Need additional help? Ask our Community!