What is Phone Validation?
Phone Validation performs a background check on any phone number to gain insight (see table below) into phone number profile, reputation, risk analysis, geolocation data, and recent suspicious behavior.
Is Phone Validation the same as “Spoofing Detection”?
No. Phone Validation is not set to identify caller ID spoofing. Talkdesk will be working on leveraging the SHAKEN/STIR attestation to detect ANI Spoofing.
How can Phone Validation be used?
You can leverage the Validate Phone component within Talkdesk Studio™ to gain insights into any phone number, exposing it to the agent in real-time, doing reporting, and/or performing conditional-based routing.
The phone number insights are also available in the externally facing Phone Validation API, enabling the integration with third-party systems.
Can I make Phone Validation without having to perform Voice Authentication?
Yes, by either accessing directly the Phone Validation API or using the Validate Phone component within a Talkdesk Studio flow without the other Voice Authentication components.
Where are the phone number insights available for agents, supervisors, and admins?
In the Identity tab in the Conversations app, the inbound calling phone number insights are displayed for every inbound call that flows through a Talkdesk Studio flow that includes the Validate Phone component.
In the Identity app, the phone number insights are detailed in the side panel, as shown below.
Why is a phone number considered suspicious or high-risk?
Risky phone numbers and those with recent abusive behavior are directly indicated in the results:
- Fraud Scores>= 75% are suspicious and are likely to be involved in suspicious or dangerous activities, but not necessarily fraudulent users.
- Fraud Scores>=85% are high-risk users that are likely to engage in malicious behavior. Scores in this threshold indicate recent or excessive abuse and fit the profile of a typical risky user.
Why are invalid numbers marked as high-risk?
If the phone is identified as invalid or disconnected, that likely represents a fraudulent user with an inactive phone number.
What does “Recent Abuse” mean?
When a phone number has been associated with recent or ongoing fraud, then it is flagged as recent abuse.
What do VOIP and prepaid stand for?
VOIP indicates if this is a Voice Over Internet Protocol (VOIP) or digital phone number. Phone numbers marked as VOIP are inherently riskier than wireless/cellular and landline numbers.
If the phone number is associated with a prepaid service plan, it will be marked as “prepaid” and it will also be considered a higher risk.
What are the insights from Phone validation and their value ranges?
The following table shows the insights that are fetched when performing a phone validation and the set of possible value ranges.
|
Validation |
Description |
Value type |
Value ranges |
|
VOIP |
Illustrates if this phone number is a Voice Over Internet Protocol (VOIP) or a digital phone number. |
String |
|
|
Risky |
Points out if this phone number is associated with fraudulent activity, scams, fake accounts, or other suspicious behavior. |
String |
|
|
Valid |
Indicates if the phone number is considered valid based on assigned phone numbers available to carriers in the caller’s country. |
Boolean |
|
|
Active |
Reveals if this phone number is a live phone number that is currently active. |
String |
|
|
Status |
The phone validation status as a result of the Fraud Score. |
String |
|
|
Carrier |
The carrier this phone number has been assigned to, or "N/A" if unknown. |
String |
|
|
Country |
The two-character country code for the phone number. |
String |
Example: “PT”, “US” Refer to “What is the country code mapping?” for a complete list of codes. |
|
Pre Paid |
Indicates if this phone number is associated with a prepaid service plan. |
String |
|
|
Line Type |
The type of line this phone number is associated with (Toll-Free, Wireless, Landline, Satellite, VOIP, Premium Rate, Pager, among others) or "N/A" if unknown. |
String |
|
|
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 |
|
|
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
|
|
Recent Abuse |
Details whether this phone number has been associated with recent or ongoing fraud. |
String |
|
What is the country code mapping?
|
Code |
Country |
|
US |
United States |
|
CA |
Canada |
|
GB |
United Kingdom |
|
AF |
Afghanistan |
|
AX |
Åland Islands |
|
AL |
Albania |
|
DZ |
Algeria |
|
AS |
American Samoa |
|
AD |
Andorra |
|
AO |
Angola |
|
AI |
Anguilla |
|
AQ |
Antarctica |
|
AG |
Antigua and Barbuda |
|
AR |
Argentina |
|
AM |
Armenia |
|
AW |
Aruba |
|
AU |
Australia |
|
AT |
Austria |
|
AZ |
Azerbaijan |
|
BS |
Bahamas |
|
BH |
Bahrain |
|
BD |
Bangladesh |
|
BB |
Barbados |
|
BY |
Belarus |
|
BE |
Belgium |
|
BZ |
Belize |
|
BJ |
Benin |
|
BM |
Bermuda |
|
BT |
Bhutan |
|
BO |
Bolivia |
|
BA |
Bosnia and Herzegovina |
|
BW |
Botswana |
|
BV |
Bouvet Island |
|
BR |
Brazil |
|
IO |
British Indian Ocean Territory |
|
BN |
Brunei Darussalam |
|
BG |
Bulgaria |
|
BF |
Burkina Faso |
|
BI |
Burundi |
|
KH |
Cambodia |
|
CM |
Cameroon |
|
CV |
Cape Verde |
|
KY |
Cayman Islands |
|
CF |
Central African Republic |
|
TD |
Chad |
|
CL |
Chile |
|
CN |
China |
|
CX |
Christmas Island |
|
CC |
Cocos (Keeling) Islands |
|
CO |
Colombia |
|
KM |
Comoros |
|
CG |
Congo |
|
CD |
Congo, The Democratic Republic of the |
|
CK |
Cook Islands |
|
CR |
Costa Rica |
|
CI |
Côte d'Ivoire |
|
HR |
Croatia |
|
CU |
Cuba |
|
CY |
Cyprus |
|
CZ |
Czech Republic |
|
DK |
Denmark |
|
DJ |
Djibouti |
|
DM |
Dominica |
|
DO |
Dominican Republic |
|
EC |
Ecuador |
|
EG |
Egypt |
|
SV |
El Salvador |
|
GQ |
Equatorial Guinea |
|
ER |
Eritrea |
|
EE |
Estonia |
|
ET |
Ethiopia |
|
FK |
Falkland Islands (Malvinas) |
|
FO |
Faroe Islands |
|
FJ |
Fiji |
|
FI |
Finland |
|
FR |
France |
|
GF |
French Guiana |
|
PF |
French Polynesia |
|
TF |
French Southern Territories |
|
GA |
Gabon |
|
GM |
Gambia |
|
GE |
Georgia |
|
DE |
Germany |
|
GH |
Ghana |
|
GI |
Gibraltar |
|
GR |
Greece |
|
GL |
Greenland |
|
GD |
Grenada |
|
GP |
Guadeloupe |
|
GU |
Guam |
|
GT |
Guatemala |
|
GG |
Guernsey |
|
GN |
Guinea |
|
GW |
Guinea-Bissau |
|
GY |
Guyana |
|
HT |
Haiti |
|
HM |
Heard Island and McDonald Islands |
|
VA |
Holy See (Vatican City State) |
|
HN |
Honduras |
|
HK |
Hong Kong |
|
HU |
Hungary |
|
IS |
Iceland |
|
IN |
India |
|
ID |
Indonesia |
|
IR |
Iran, Islamic Republic of |
|
IQ |
Iraq |
|
IE |
Ireland |
|
IM |
Isle of Man |
|
IL |
Israel |
|
IT |
Italy |
|
JM |
Jamaica |
|
JP |
Japan |
|
JE |
Jersey |
|
JO |
Jordan |
|
KZ |
Kazakhstan |
|
KE |
Kenya |
|
KI |
Kiribati |
|
KP |
Korea, Democratic People's Republic of |
|
KR |
Korea, Republic of |
|
KW |
Kuwait |
|
KG |
Kyrgyzstan |
|
LA |
Lao People's Democratic Republic |
|
LV |
Latvia |
|
LB |
Lebanon |
|
LS |
Lesotho |
|
LR |
Liberia |
|
LY |
Libyan Arab Jamahiriya |
|
LI |
Liechtenstein |
|
LT |
Lithuania |
|
LU |
Luxembourg |
|
MO |
Macao |
|
MK |
Macedonia, The Former Yugoslav Republic of |
|
MG |
Madagascar |
|
MW |
Malawi |
|
MY |
Malaysia |
|
MV |
Maldives |
|
ML |
Mali |
|
MT |
Malta |
|
MH |
Marshall Islands |
|
MQ |
Martinique |
|
MR |
Mauritania |
|
MU |
Mauritius |
|
YT |
Mayotte |
|
MX |
Mexico |
|
FM |
Micronesia, Federated States of |
|
MD |
Moldova, Republic of |
|
MC |
Monaco |
|
MN |
Mongolia |
|
ME |
Montenegro |
|
MS |
Montserrat |
|
MA |
Morocco |
|
MZ |
Mozambique |
|
MM |
Myanmar |
|
NA |
Namibia |
|
NR |
Nauru |
|
NP |
Nepal |
|
NL |
Netherlands |
|
AN |
Netherlands Antilles |
|
NC |
New Caledonia |
|
NZ |
New Zealand |
|
NI |
Nicaragua |
|
NE |
Niger |
|
NG |
Nigeria |
|
NU |
Niue |
|
NF |
Norfolk Island |
|
MP |
Northern Mariana Islands |
|
NO |
Norway |
|
OM |
Oman |
|
PK |
Pakistan |
|
PW |
Palau |
|
PS |
Palestinian Territory Occupied |
|
PA |
Panama |
|
PG |
Papua New Guinea |
|
PY |
Paraguay |
|
PE |
Peru |
|
PH |
Philippines |
|
PN |
Pitcairn |
|
PL |
Poland |
|
PT |
Portugal |
|
PR |
Puerto Rico |
|
QA |
Qatar |
|
RE |
Reunion |
|
RO |
Romania |
|
RU |
Russian Federation |
|
RW |
Rwanda |
|
BL |
Saint Barthélemy |
|
SH |
Saint Helena |
|
KN |
Saint Kitts and Nevis |
|
LC |
Saint Lucia |
|
MF |
Saint Martin |
|
PM |
Saint Pierre and Miquelon |
|
VC |
Saint Vincent and the Grenadines |
|
WS |
Samoa |
|
SM |
San Marino |
|
ST |
São Tomé and Príncipe |
|
SA |
Saudi Arabia |
|
SN |
Senegal |
|
RS |
Serbia |
|
SC |
Seychelles |
|
SL |
Sierra Leone |
|
SG |
Singapore |
|
SK |
Slovakia |
|
SI |
Slovenia |
|
SB |
Solomon Islands |
|
SO |
Somalia |
|
ZA |
South Africa |
|
GS |
South Georgia and the South Sandwich Islands |
|
ES |
Spain |
|
LK |
Sri Lanka |
|
SD |
Sudan |
|
SR |
Suriname |
|
SJ |
Svalbard and Jan Mayen |
|
SZ |
Swaziland |
|
SE |
Sweden |
|
CH |
Switzerland |
|
SY |
Syrian Arab Republic |
|
TW |
Taiwan Province Of China |
|
TJ |
Tajikistan |
|
TZ |
Tanzania, United Republic of |
|
TH |
Thailand |
|
TL |
Timor-Leste |
|
TG |
Togo |
|
TK |
Tokelau |
|
TO |
Tonga |
|
TT |
Trinidad and Tobago |
|
TN |
Tunisia |
|
TR |
Turkey |
|
TM |
Turkmenistan |
|
TC |
Turks and Caicos Islands |
|
TV |
Tuvalu |
|
UG |
Uganda |
|
UA |
Ukraine |
|
AE |
United Arab Emirates |
|
UM |
United States Minor Outlying Islands |
|
UY |
Uruguay |
|
UZ |
Uzbekistan |
|
VU |
Vanuatu |
|
VE |
Venezuela |
|
VN |
Vietnam |
|
VG |
Virgin Islands British |
|
VI |
Virgin Islands U.S. |
|
WF |
Wallis and Futuna |
|
EH |
Western Sahara |
|
YE |
Yemen |
|
ZM |
Zambia |
|
ZW |
Zimbabwe |