Enabling spam tag remediation

• Automatic spam remediation for monitored numbers.
• Inline alerts when a spam tag is detected on a number.

For Zoom Contact Center (ZCC) outbound dialer numbers, with automatic caller ID matching, phone numbers flagged as spam are skipped during the caller ID matching process. Once the spam tag is removed, the number becomes eligible for matching again. However, if a spam-tagged number is configured as the default caller ID, it will not be skipped by the default caller ID matching rule.

Requirements for enabling spam tag remediation

• A license for the product you want to manage in Number Management:
  • Zoom Contact Center Premium and Elite licenses
  • Zoom Phone license: Zoom Phone Pro, a Zoom Phone calling plan, or Zoom Workplace bundles containing Zoom Phone
  • Zoom Auto Dialer add-on for Zoom Phone
• Supports both native and BYOC numbers
• Customers must complete and be approved via a Spam Tag Remediation enrollment form
• Customers must have a Zoom Spam Monitoring and Remediation SKU, unless the number is part of a Zoom Contact Center Outbound Dialer campaign

Limitations for spam tag remediation

Spam tag remediation has the following limitations:

• This feature is currently available only in the United States (for phone numbers with the +1 country code).

How to enable the spam tag monitoring for your business

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management and then Number Reputation.
3. In the top-right corner of the page, click Services details.
   A pop-up window will appear.
4. In the window, under Spam monitoring & remediation, click Enable spam monitoring and remediation to sign up your business and phone numbers to help rescue numbers marked as spam.
   Note: When you sign up, you can monitor and remediate spam tags on outbound dialer phone numbers.
5. Complete the enrollment form.
   • The first section requires your business information.
   • The second section asks about your dialing practices. Accurate responses are crucial here. If you answer No to multiple questions, the service may be unable to assist.
     Note: Even if you answer Yes but fail to follow the rules, Spam Tag Remediation will be ineffective.

Once enrollment is accepted, the admin can assign phone numbers by selecting the Enable spam monitoring and remediation button.

Spam remediation process

Once numbers are enrolled, they will display an updated spam status indicator.

When a number is detected as spam, the admin will see inline alerts. These alerts will appear in several locations in the admin portal (see example below).

Once a spam tag is detected, the remediation process will start automatically to attempt to remove the spam label. This process usually takes up to 1-2 days, but may take up to 1 week in case of regulatory disputes. No manual action from the customer is required. If remediation is successful, the spam label will automatically be removed from the admin portal.

How to enable or disable spam tag monitoring for phone numbers

After enabling the spam tag monitoring for your business, you can enable or disable this feature for selected phone numbers.

Enable spam monitoring and remediation for phone numbers

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management and then Number Reputation.
3. Select the checkboxes of the phone numbers you want to manage.
4. At the top of the page, click the Enable spam monitoring and remediation button.
   A confirmation window will appear.
5. In the window, view the selected numbers.
   Notes:
   • You can remove numbers by clicking the X icon next to them.
   • Spam monitoring can only be enabled for outbound dialer numbers. Please verify that only outbound dialer numbers are selected.
   • The verification process may take several days to complete. You can monitor the status under the Capability column.
6. Click Enable.

Disable spam monitoring and remediation for phone numbers

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management and then Number Reputation.
3. Select the checkboxes of the phone numbers you want to manage.
4. At the top of the page, click the Disable spam monitoring and remediation button.
   A confirmation window will appear.
5. In the window, view the selected numbers.
   Notes:
   • You can remove numbers by clicking the X icon next to them.
   • Once disabled, monitoring and remediation services will not be provided for the selected numbers.
6. Click Disable.

Frequently asked questions about spam tag remediation feature

What does this cost?

Prices for Spam Monitoring and Remediation SKU can be found on the pricing page.

For Zoom Contact Center, the spam tag remediation feature is included with Premium and Elite licenses. It is only free for phone numbers used in an outbound dialer campaign.

What does the customer need to do to remove the Spam label?

Nothing. The automatic remediation process will take care of it, and it takes 1-2 days, but may take up to 1 week. If unsuccessful, a support ticket may be needed.

What is a customer supposed to do during the days when the number has a spam label?

With automatic caller ID matching, phone numbers flagged as spam are skipped during the caller ID matching process. Once the spam tag is removed, the number becomes eligible for matching again. However, if a spam-tagged number is configured as the default caller ID, it will not be skipped by the default caller ID matching rule.