> ## Documentation Index
> Fetch the complete documentation index at: https://help.hoopai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Caller ID, CNAM, and SHAKEN/STIR

> Understand caller ID verification, CNAM registration, SHAKEN/STIR authentication, and how to prevent your calls from being labeled as spam.

When you make outbound calls, the recipient's phone displays a caller ID — a phone number and optionally a business name. Properly registering your caller ID prevents your calls from being labeled as "Spam Likely" or "Scam Risk" and increases the chance that contacts answer.

***

## CNAM (Caller Name)

CNAM (Caller Name) is the database system that associates a phone number with a display name. When you call someone, their carrier looks up your number in the CNAM database and displays the registered name on their screen.

### Registering your CNAM

<Steps>
  <Step title="Navigate to phone settings">
    Go to **Settings > Phone System > Phone Numbers**.
  </Step>

  <Step title="Select a number">
    Click the phone number you want to register.
  </Step>

  <Step title="Set the caller ID name">
    Enter your business name in the **CNAM / Caller ID Name** field. The name must be 15 characters or fewer.
  </Step>

  <Step title="Submit for registration">
    Click **Save**. CNAM registration is submitted to the database. Updates can take 24-72 hours to propagate across all carriers.
  </Step>
</Steps>

<Note>
  CNAM display is not guaranteed on all carriers. Mobile carriers in the US have inconsistent CNAM support — some display the name, others show only the number. Landline carriers generally have better CNAM support.
</Note>

***

## SHAKEN/STIR

SHAKEN/STIR is a call authentication framework required by the FCC to combat robocalls and caller ID spoofing.

* **SHAKEN** — Signature-based Handling of Asserted information using toKENs
* **STIR** — Secure Telephone Identity Revisited

### How it works

1. When your call is placed, the originating carrier signs the call with a digital certificate
2. The certificate includes an attestation level (A, B, or C) indicating how confident the carrier is that you are a legitimate caller
3. The terminating carrier verifies the signature and uses the attestation level to determine whether to flag the call

### Attestation levels

| Level           | Meaning                                                                       | Result                                                     |
| --------------- | ----------------------------------------------------------------------------- | ---------------------------------------------------------- |
| **A (Full)**    | Carrier knows the caller and can verify they are authorized to use the number | Best call delivery — least likely to be flagged            |
| **B (Partial)** | Carrier knows the caller but cannot verify the specific number                | Moderate trust — may still be flagged by analytics engines |
| **C (Gateway)** | Carrier received the call from a gateway and cannot verify the caller         | Highest risk of being flagged as spam                      |

### Improving your attestation level

* Use phone numbers purchased directly through the HoopAI platform (these receive higher attestation)
* Register your business with the platform's carrier trust center
* Maintain low complaint rates and answer callbacks promptly

***

## Free Caller Registry

The Free Caller Registry (operated by major analytics vendors) allows businesses to register their phone numbers and provide context about their calling behavior. Registered numbers are less likely to be mislabeled as spam.

<Steps>
  <Step title="Visit the registry">
    Go to the Free Caller Registry website (freecallerregistry.com or similar vendor portals).
  </Step>

  <Step title="Register your numbers">
    Submit your business phone numbers, business name, industry, and expected calling patterns.
  </Step>

  <Step title="Monitor your reputation">
    Check your number's reputation score periodically. Flag any incorrect spam labels for review.
  </Step>
</Steps>

***

## Voice Integrity

Voice Integrity programs (offered by carriers like T-Mobile and AT\&T) let businesses register their numbers for branded call display. When registered, your business name and/or logo appears on the recipient's phone — even on mobile devices that do not support standard CNAM.

Contact your phone system provider or HoopAI support for information on enrolling in carrier-specific Voice Integrity programs.

***

## Preventing "Spam Likely" labels

<AccordionGroup>
  <Accordion title="Register CNAM for all your numbers">
    Unregistered numbers are more likely to be flagged. Register every number you use for outbound calling.
  </Accordion>

  <Accordion title="Keep call volume consistent">
    Sudden spikes in outbound call volume trigger spam detection algorithms. Ramp up gradually when expanding your calling operations.
  </Accordion>

  <Accordion title="Answer callbacks">
    If a contact calls back a number you called from and no one answers, carriers interpret this as a robocall indicator. Ensure all outbound numbers route to an active user or voicemail.
  </Accordion>

  <Accordion title="Avoid short-duration calls">
    Making many calls that last under 5 seconds (hangups or unanswered) is a spam signal. Use a power dialer only with verified, high-quality contact lists.
  </Accordion>

  <Accordion title="Register with Free Caller Registry">
    Register your numbers with the Free Caller Registry and carrier Voice Integrity programs.
  </Accordion>

  <Accordion title="Monitor your numbers">
    Periodically call your own numbers from different carriers to check whether they are being flagged. If flagged, dispute the label through the analytics vendor's portal.
  </Accordion>
</AccordionGroup>

***

## Frequently asked questions

<AccordionGroup>
  <Accordion title="How long does CNAM registration take?">
    CNAM updates typically propagate within 24-72 hours. Some carriers may take longer to refresh their databases.
  </Accordion>

  <Accordion title="Can I display a different name for different campaigns?">
    CNAM is registered per phone number. To display different names, use different phone numbers for different campaigns.
  </Accordion>

  <Accordion title="Why are my calls still showing as Spam Likely after CNAM registration?">
    CNAM registration alone does not prevent spam labels. Spam flagging is determined by call analytics engines that consider volume, duration, answer rates, and complaint reports. Follow all the prevention steps above.
  </Accordion>
</AccordionGroup>