Number Intelligence: number validity, detect spam calls and look up unknown caller name

Spam calls can overwhelm your team, inflate call volume, and waste valuable time. This guide outlines a structured approach to reducing inbound spam using built-in detection tools, call dispositions, automation workflows, and optional IVR routing.

By combining early detection with automated quarantine logic, you can reduce interruptions while ensuring legitimate callers can still reach your team.

What Is Inbound Spam Call Reduction?

Inbound spam call reduction is a layered configuration designed to:

Identify likely spam before agents engage

Allow agents to tag unwanted calls consistently

Automatically quarantine repeat spam callers

Optionally screen inbound calls through a simple IVR

This approach combines detection, human input, and automation to create strong protection without blocking real customers.

Key Benefits

A layered spam-reduction strategy provides both protection and flexibility.

Fewer agent interruptions: Reduce spam calls that ring through to users

Faster call handling: Agents can mark spam calls quickly and consistently

Automatic quarantine: Marked numbers are automatically placed on inbound DND

Optional IVR screening: Simple prompts deter robocalls before they reach users

Safe rollback: VIP contacts can bypass quarantine logic

Measurable results: Track spam labeling trends and reduced inbound disruptions

Number Intelligence (Spam Detection, Caller Identification & Validation)

Number Intelligence enhances inbound call visibility and outbound message reliability.

What It Provides

Spam Detection: Flags suspected spam calls from unknown numbers

Caller Identification: Displays caller name details (when available)

Number Validation: Verifies number validity before sending initial SMS

How It Works

Spam detection applies to inbound calls from unknown numbers (not saved contacts)

Caller identification runs before the call is answered

SMS validation checks number validity worldwide before sending the first message

When enabled, these features work automatically in the background.

Important Notes

Spam detection effectiveness may vary by region

Number validation applies globally

All components activate together and cannot be toggled individually

Custom Dispositions for Voice Calls

Custom Dispositions standardize how agents label call outcomes.

Creating a dedicated “Spam call” disposition ensures consistent tagging and allows automation workflows to trigger correctly.

Recommended Disposition Name

Spam call

Keep the label short and unambiguous to prevent workflow mismatches.

Workflow — Automatically Enable Inbound DND

Workflows operationalize your spam policy. When an agent marks a call as “Spam call,” a workflow can automatically enable inbound DND for that contact.

Recommended Configuration

Trigger: Call Details

Filter:

Direction = Inbound

Disposition = Spam call

Action: Enable DND

Direction = Inbound

Channel = Voice

Starting conservatively with Inbound Voice prevents accidental blocking of SMS or email communication.

Why This Matters

Repeat spam callers are silenced automatically

Legitimate outbound communication remains unaffected

Quarantine logic can be adjusted or reversed if needed

Optional IVR Front-Door Screening

A lightweight IVR can deter robocalls before they reach agents.

This is optional but helpful in high-volume spam environments.

Minimal IVR Configuration Example

Play Message:

“Thanks for calling. To connect, press 1.”

Gather Input (DTMF)

A