Configuring Validate phone in Studio

This component has additional usage costs. For more information, please contact your Customer Success Manager. The component is available in all accounts, but you need to have an Identity Standard license or a trial version.

To ensure that the callers’ phone number is verified against any fraudulent activity, and SHAKEN/STIR call attestation is presented as part of caller ID spoofing detection, you need to add the “Validate phone” component to a Studio flow. 

The “Validate phone” component has two purposes:

  • The first is to fetch phone insights, spoof caller ID information, and present them to agents in the Identity tab inside the Conversation app, and to supervisors in the Identity app itself.
  • To allow call routing within Studio.

In the example that we are presenting in this article, we show how to accomplish both in one Studio flow.

 

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  1. In the Initial step, set up the source_phone variable from this component. In our example, we’ve named it “Contact_Phone_Number”.
  2. Add a "Validate phone" component to the Initial step exit for successful outcomes (exit “OK”).

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  1. On the “Phone number” step, configure the variable you set up in the Initial step.

Note: If you are using the “Validate phone” component only to present the phone validation insights and the call attestation result to agents and supervisors, it is unnecessary to configure any Variables. Proceed to configure the Exits section.

We check if the phone number is risky by evaluating the Fraud score (>= 85% is considered High Risk), and if the caller ID has been spoofed by assessing the call attestation value (if the call attestation is TN-Validation-Passed-C or TN-Validation-Failed-C, the caller may have been spoofed). 

In Explaining the Variables in the “Validate phone”, all the variables and their corresponding values are explained in detail.

 

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4. Configure the fraud score and call attestation variables that will be used in the flow to route the calls according to their value.

 

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  1. Set up the “Validate phone” exits, depending on the flow you would like to define.

We have added a “Conditional Statement” as the Success exit of the “Validate phone” component in order to evaluate the Fraud Score value and route the call depending on what it is.

 

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6. In the “Conditional Statement” component, called “Is Risky”, add a condition to verify if the FRAUD_SCORE value is equal to or greater than 85. If the condition is met, then the caller will hear an audio message informing them that they will be contacted later, by email or SMS, and the call is terminated, mitigating any risk the agents may face.

 

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7. Another verification that is done, in this example, is if the caller ID has been spoofed. Add another “Conditional Statement” in the “No Match” exit of the “Is Risky” component. When the conditions CALL_ATTESTATION equals either TN-Validation-Passed-C or TN-Validation-Failed-C, the caller hears the same audio message informing that they will be contacted later.

 

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  1. If the caller doesn’t pose any risk, then the call is routed to an agent that will be able to see the caller’s Spoofing detection and Phone validation insights in the Identity tab in Conversations in real-time as soon as the call is answered. 

This article shows an overview of the Identity tab functionalities.

 

Explaining the Variables in the “Validate phone” component

The Variables in the “Validate phone” component only need to be configured if you want to route calls within Studio.

 

There are two sets of variables:

  • Phone validation insights.
  • SHAKEN/STIR call attestation.

 

What are the insights from Phone validation and their value ranges?

Validation insight

Description

Value type

Value ranges

VOIP

Illustrates if this phone number is a Voice Over Internet Protocol (VOIP) or a digital phone number.

String

  • “true”
  • “false”
  • “N/A”

Risky

Points out if this phone number is associated with fraudulent activity, scams, fake accounts, or other suspicious behavior.

String

  • “true”
  • “false”
  • “N/A”

Valid

Indicates if the phone number is considered valid based on assigned phone numbers available to carriers in the caller’s country.

Boolean

  • true
  • false

Active

Reveals if this phone number is a live phone number that is currently active.

String

  • “true”
  • “false”
  • “N/A”

Status

The phone validation status as a result of the Fraud Score.

String

  • “SAFE”
  • “SUSPICIOUS”
  • “HIGH_RISK”

Carrier

The carrier this phone number has been assigned to, or "N/A" if unknown.

String

  • (the carrier name)
  • null

Country

The two-character country code for the phone number

String

Example: “PT”, “US”

Pre Paid

Indicates if this phone number is associated with a prepaid service plan.

String

  • “true”
  • “false”
  • “N/A”

Line Type

The type of line this phone number is associated with (Toll-Free, Wireless, Landline, Satellite, VOIP, Premium Rate, Pager, etc...) or "N/A" if unknown.

String

  • “VOIP”
  • “Toll-Free”
  • “Wireless”
  • “Landline”
  • “Satellite”
  • “Premium Rate”
  • “Pager”
  • “N/A”

Do Not Call

Indicates if the phone number is listed on any Do Not Call (DNC) lists. Only supported in the US and CA.

String

  • “true”
  • “false”
  • “N/A”

Fraud Score

The risk score, measures how likely a phone number is to be fraudulent.

Integer

Percentage from 0 to 100 with no decimal numbers

  • Fraud scores < 75% are considered Safe
  • Fraud scores >= 75% and < 85% are Suspicious
  • Fraud scores >=85% are High-risk

Recent Abuse

Details whether this phone number has been associated with recent or ongoing fraud.

String

  • “true”
  • “false”
  • “N/A”

 

 

The following table displays the relationship between Talkdesk Global Communications Network (GNC) call attestation levels and Spoofing detection status.

Call attestation

Spoofing detection

Description

TN-Validation-Passed-A

Safe

The service provider has fully authenticated that the customer initiating the call is authorized to use the calling number

TN-Validation-Failed-A

Save
(Unable to verify)

The service provider has fully authenticated that the customer initiating the call is authorized to use the calling number

Although the call was attested with a particular status, the final carrier could not confirm that the attestation was the one presented

TN-Validation-Passed-B

Suspicious

The carrier can authenticate its relationship with the calling customers, but cannot verify if the consumer is authorized to use the number

TN-Validation-Failed-B

Suspicious
(Unable to verify)

The carrier can authenticate its relationship with the calling customers, but cannot verify if the consumer is authorized to use the number

Although the call was attested with a particular status, the final carrier could not confirm that the attestation was the one presented

TN-Validation-Passed-C

High risk

The initiating service provider has authenticated that it placed the call on its network, but has no relationship with the caller

TN-Validation-Failed-C

High risk
(Unable to verify)

The initiating service provider has authenticated that it placed the call on its network, but has no relationship with the caller

Although the call was attested with a particular status, the final carrier could not confirm that the attestation was the one presented

No-TN-Validation

N/A

The carrier is unable to verify the caller for this phone number country or region

TN-Validation-Failed

N/A

The carrier is unable to verify the caller for this phone number country or region

To read the complete information about the SHAKEN/STIR call attestation value ranges, please click here.

To know more about Identity, please consult our documentation.

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