Zoom Contact Center will show a caller checkmark check mark icon to help agents identify robocalls and spam voice calls. The caller verified icon appears if the carrier has determined that the calling is authorized to use the voice calling number. The caller verified check mark icon only applies to inbound voice engagements.
The caller verified icon appears in the inbound voice engagement notifications for these inbound call scenarios:
STIR/SHAKEN is an industry standard that requires carriers to digitally sign calls originating from their customers. SIR/SHAKEN helps users identify robocalls and spam calls by verifying if the carrier has authenticated the calling party, and they are authorized to use the calling number. Learn more on the FCC website.