Phone number spoofing causes the Caller ID to display a phone number, or other information, making it seem like the call is originated from a different person or business.
To fight Spoofing, which is usually done with malicious or unscrupulous motivations, the SHAKEN/STIR standard was introduced in the US and Canada.
According to the SHAKEN/STIR standard, calls can be placed within three different levels:
- Full attestation - A: The highest level, meaning that the caller is known and has the right to use the phone number that is making that call.
- Partial attestation - B: The second level, where the call is from a customer known to this provider but the right to use the phone number cannot be verified.
- Gateway attestation - C: This is the lowest level, where neither the caller nor the calling number can be authenticated, but the call is going through a known gateway.
In Talkdesk Identity™, a background check can be performed to validate the phone number, provide information about any fraudulent activity, and determine that caller ID is classified considering spoofing detection.
In Identity, the Talkdesk Global Communications Network (GCN) is used as the verification service provider. It is the final service provider that will guarantee the validity of the attestation that was given by the original providers when the call was placed.
If the Talkdesk GCN is confident that the prior service providers' attestation is correct, then it will add a “PASSED” ranking to the attestation given. Otherwise, it will add “FAILED”, indicating it cannot fully guarantee the attestation is correct.
Managing Spoofing detection in Identity
In Identity, instead of presenting the call attestation, the system presents the status of the Spoofing detection:
- Safe: Corresponds to a call attestation A.
- Suspicious: Corresponds to a call attestation B.
- High risk: Corresponds to a call attestation C.
- N/A: Corresponds to no call attestation.
Note: When the Talkdesk GCN is not able to confirm the attestation, you see the message “Unable to verify”.
Viewing the contact’s spoofing detection details
By clicking on any contact’s name, the corresponding details open. Here, you see the same information on the Identity list for the contact’s last call.
Once you select Spoofing detection, the detailed insights of a particular call appear:
To know more about Identity Spoofing detection status, please consult our documentation.