Phone Validation FAQ

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  to the agent in real-time , doing reporting, and/or performing conditional-based routing.

The phone number insights are also available in the externally facingPhone 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 theValidate 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.

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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
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”

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

  • “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”

 

 

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

 

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