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 phone numbers

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Number Management and then Phone Numbers.
3. At the top of the page, click Related Features, then click Spam Tag Remediation.
4. Complete the enrollment form.
   • The first section requires your business information.
   • The second section asks about your outbound dialer 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.
5. Once enrollment is accepted, the admin can assign phone numbers by selecting the Enable Spam Monitoring button.
   

If the phone numbers are not assigned to an outbound dialer campaign, the enablement will fail, and you will receive an error message.

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 longer 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.

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 available 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. 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.