STIR/SHAKEN FAQs

The number of robocalls and spam calls that our customers (and ourselves) are receiving is increasing. Empowered by the TRACED Act (Telephone Robocall Abuse Criminal Enforcement and Deterrence), the FCC (Federal Communications Commission) is working with industry leaders (including Nextiva) and standards bodies to iron out the specific details and some deadlines as to how the TRACED Act is implemented.     

After August 31, 2021, Nextiva will be discontinuing the ability for customers to freely enter any number for their outbound caller ID. This is meant to eliminate the ability to use Nextiva’s service for malicious caller ID spoofing, in compliance with regulations.

What exactly is changing?

Customers who wish to use numbers for their outbound caller ID, other than those provided by Nextiva, must provide proof of authorization to use those numbers as soon as possible, as the Aug. 31 deadline has already passed and these STIR/SHAKEN enhancements can be implemented now at any time.


What numbers must I submit proof for?

Any number not purchased by or ported/transferred to Nextiva that you wish to use as your outgoing caller ID. 


How do I submit my proof?

Click this link to upload your document(s) and sign the waiver. 


Is Nextiva taking action and if so, when?

  • Nextiva, like all communication providers, is under legal obligation to comply with the FCC’s regulations. 
  • The deadline we set for our customers, which we communicated in a series of emails in July and August, was August 31. This was so we could give our teams enough time to validate the proof and then enter those numbers into our databases/systems so customers can continue using them.
  • We’ll be implementing our STIR/SHAKEN enhancements and working with customers to make sure every number in our system is validated throughout the months of September and October, leading up to a target deadline of November 1. We have already disabled some ability to use unauthorized numbers, and will be pursuing these actions more aggressively starting in early 2022.

What if I didn’t submit my documentation before the Aug 31 deadline? Can I still submit it?

  • If you believe you still have non-Nextiva numbers that you would like to continue using as your outbound caller ID, you need to submit proof ASAP via our DocuSign Process. Failure to do so will mean that those numbers will not be available for use as an outbound caller ID number. 
  • We’ll be implementing our STIR/SHAKEN enhancements and working with customers to make sure every number in our system is validated throughout the months of September and October, leading up to a target deadline of November 1. We have already disabled some ability to use unauthorized numbers, and will be pursuing these actions more aggressively starting in early 2022.

What is considered a “non-Nextiva number”? What proof can I submit?

  • Any number that you did not purchase from Nextiva or that you did not port/transfer to Nextiva.
  • Acceptable proof: If you own the number(s) you can submit a recent phone bill (from the last 45 days). If you don’t own the number(s) but do have the right to use it, you can submit a letter of authorization (LOA) from the number owner.

How will I know my documents have been accepted and verified? 

You’ll receive an email within a week, confirming that we reviewed and approved your use of the number(s) submitted. If there are any issues with your documents, we will contact you.


How will customers be impacted when we do take action?

If customers have not submitted proof of ownership or LOA documentation, in order to continue using a non-Nextiva number as their outbound caller ID, then after the target deadline (currently Nov. 1):

  • For users/call groups/call centers/auto-attendants/call flows who are assigned a non-Nextiva number, the user outbound caller ID number will default to the Group ID number.

NOTE: If the group number (both inbound and outbound) is a non-Nextiva number, Nextiva Support will work with the customer to determine what other number should be used.


How does STIR/SHAKEN address robocalls and “spoofing”?  

The technology helps to identify spoofed ANI (Automatic Number Identification), or what is commonly referred to as “caller ID.” Some businesses use this technique for legitimate reasons. For example, a company with multiple telephone numbers may elect to present only one ANI for all outbound calls no matter which line is used. That way, if someone calls back, they are always calling the desired number (i.e., their main number or designated customer service number). As long as the number being presented is assigned to or legitimately used by the organization, it may continue doing so, even after the new regulations are in effect, provided that Nextiva verifies permission to use the number.  

However, this technique is also frequently used by spam callers. These spam calls commonly referred to as robocalls, are often processed by advanced communication systems like predictive dialers. Companies spoof the ANI of the call, many times presenting a local phone number, trying to trick consumers into answering the call. This method has been used for sales calls or more nefarious reasons, like fraud or unauthorized access to information, money, or control. As a result, the FCC is mandating that all carriers and communication service providers take specific actions to prevent this type of ANI spoofing.

For additional information on STIR/SHAKEN, click here


Why is it called “STIR/SHAKEN”?

They’re acronyms. STIR stands for “Secure Telephony Identity Revisited”, and SHAKEN stands for “Secure Handling of Asserted information using toKENs”. 


How will incoming calls be impacted by robocall mitigation?

We have begun to warn customers when an incoming call could be either spam or a robocall, by displaying a message like “Robo?”, “Spam?”, or “Fraudulent Call,” preceding or replacing the caller ID name when the phone number of the caller is in one of the national robocaller databases. This was enabled on June 29, 2021.


Why can’t I save my number under the configurable calling line?

When saving a number as the outbound caller ID, OCIR (Oracle Cloud Infrastructure Registry) will compare the number to the list of authorized numbers on your account. If the specified number is not on the account’s list of authorized numbers, the change will not be saved. 

Click this link to upload your document(s) and sign the waiver to use a non-Nextiva phone number for your outbound caller ID.


What if I have questions?

Visit Nextiva Support to chat live with a Support team member, or use this form to submit a ticket and someone will reach out within 24 hours.

 

Need additional help? Click here.

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