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 know the frustration of calls from robodialers. Since they often spoof the caller ID, it's difficult to block and prevent them from calling random phone numbers. This article details multiple methods you can take to curb these calls to your tracking numbers.

Alternately, if your own calls are appearing as "Scam Likely" to prospective leads, removing these errant caller IDs can be carried out by going to the links below for the individual carriers. Once you have completed this process, your tracking numbers should no longer be flagged to the customers you are calling.



T-Mobile/Metro PCS

Challenging Calls

When a website pool is created, it is automatically equipped with a spam prevention tool. This tool allows CallRail to identify if the numbers within your website pool have been assigned to visitors coming to your website. For the first 48 hours after the website pool is created, you can place test calls to your visitor tracking numbers without our spam prevention tool prompting you to press one to connect.

If you receive a call after the 48-hour window and your visitor tracking numbers haven't yet been assigned to a website visitor, CallRail will automatically challenge that call with a message that states, "This number won’t be activated until it is displayed to a customer on your website. To place your call anyway, please press 1 now".

This message, which challenges calls to visitor tracking 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. Click the Settings icon on the left navigation bar.

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

  3. Choose Blocked Numbers in the Lead Management header on the left.

  4. Find the option for Calls to Inactive Numbers and change the selection to the Allow option.

Block Robocallers & Telemarketers

Each CallRail account is automatically configured to "Challenge" telephone numbers that are known robodialers 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 robodialers. 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 can 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 the Settings icon on the left navigation bar.

  2. Choose the company where you'd like to set up a menu in the call flow builder.

  3. Click Workflow at the top of the page.

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

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

  6. 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.


  7. 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.


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 your tracking numbers, 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. Click Analytics in the navigation bar on the left.

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

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


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


Replacing a Tracking Number

If a specific tracking number is receiving an unusual number of unwanted calls, we're happy to let you switch it out for a different one. Replacing the tracking number will release the number from your account, and we won't be able to recover it.

Click here for instructions on getting a replacement tracking number at no charge.


Can I import a list of telephone numbers for a "Do Not Call" (DNC) list?

We don't have a way to automatically block numbers you don't want your team to call since we don't provide any automatic dialing services. If there's a specific number you'd like to prevent your team from calling, we recommend adding a tag or note to that person's timeline to indicate that your team shouldn't call that person.