Talkdesk Rolls Out Full Support for SHAKEN/STIR


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Filed under - Contact Centre News,

Customers can now register to obtain full verification for all numbers associated with their account.

After years of development, and a clear mandate from government regulators in the United States and Canada to implement it by June 30, 2021, SHAKEN/STIR has finally arrived.

And Talkdesk has implemented a simple yet secure method for its customers to register to receive full attestation for all numbers associated with their account.

What Is SHAKEN/STIR?

SHAKEN/STIR is a suite of protocols and procedures intended to combat caller ID spoofing.

Caller ID spoofing is commonly used by robocallers and spammers to mask the actual number they are calling from by replacing it with a number that appears to be originating from a legitimate source such as a business or a locally recognizable number.

STIR (Secure Telephony Identity Revisited) is a set of protocols which allow calls originating from Voice over IP (VoIP) providers such as Talkdesk to be signed with a digital certificate to verify the authenticity of the originating caller.

There are three levels of verification (often referred to as attestation) possible:

  1. Full Attestation or A. Indicates that the provider recognizes the entire phone number as being registered with the originating subscriber.
  2. Partial Attestation or B. Indicates that the call originated with a known customer but customer ownership of the number cannot be verified.
  3. Gateway Attestation or C. Indicates the call can only be verified as coming from a known gateway, for instance, a connection to another service provider.

Recipients of a call verified through SHAKEN/STIR may be presented to the recipient differently based on the verification level of the call. This varies based on the recipient’s device and service provider.

Calls that are fully verified (Full Attestation or A) may be accompanied by a “Verified” qualifier and or a visual qualifier, such as a green checkmark in the caller ID. Calls that are partially verified (Partial Attestation or B) may be accompanied by a “Unknown caller” or “Spam risk” qualifier in the caller ID.

Calls that cannot be verified (Gateway Attestation or C) may be accompanied by a “Unknown caller” or “Known spam caller” qualifier in the caller ID.

“Talkdesk has been working closely with its provider partners to implement SHAKEN/STIR and ensure compliance with the FCC and CRTC mandates.”

Talkdesk Is Implementing SHAKEN/STIR in Compliance With FCC and CRTC

The Federal Communications Commission (FCC) has mandated that all carriers in the US implement SHAKEN/STIR by June 30, 2021 and the Canadian Radio-television and Telecommunications Commission (CRTC) has mandated that all carriers in Canada have it implemented by November 30, 2021.

Talkdesk has been working closely with its provider partners to implement SHAKEN/STIR and ensure compliance with the FCC and CRTC mandates.

All purchased Talkdesk numbers associated with a customer’s account are automatically partially verified today without requiring any additional action from the customer. This applies to all numbers that have already been purchased or that are newly purchased.

Talkdesk is also providing customers with a way to register their account profile details to obtain full verification for all associated purchased numbers. Customers need to go through this registration process only once.

Existing numbers that have already been purchased and are available in the customer’s account—as well as any new numbers purchased after registration is completed—will automatically be associated with a single account registration profile and be fully verified.

This blog post has been re-published by kind permission of Talkdesk – View the original post

To find out more about Talkdesk, visit their website.

Published On: 15th Jul 2021 - Last modified: 20th Jul 2021
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