Thanks to all who responded! If you would like to reply privately rather
than publicly just send your message to mary...@backuptelecom.com.
I always like to keep my ear to the ground for what's going on and as
usual you all are the best sources of information because you see it
playing out in real time!
MARY LOU CAREY
BackUP Telecom Consulting
Office: 615-791-9969
Cell: 615-796-1111
On 2021-08-19 09:22 PM, Mary Lou Carey wrote:
I am doing some research for an article so I wanted to ask all of you
some questions about STIR/SHAKEN and the upcoming implementation in
late September when traffic will start getting blocked. I personally
envision the first few months will be a nightmare! Ironically this
will all hit just as elections are about to take place......how
convenient! When the industry missed so many steps on the
implementation phase, there's sure to be things they've missed in this
phase so let's think ahead so we can address as many problems as we
can before they happen! I specifically want to focus on the effect the
changes are having and will have on end user customers. Not only
residential and small business customers, but enterprise customers
such as schools, hospitals, banks, political organizations, and other
industries that use call centers. Please respond to the questions
below and let me know your thoughts.
1. Have you seen any changes in the industry since the June 30th
implementation date. I have witnessed a few odd routing issues that
have never happened in the past. I'm not sure if they are a fluke or a
trend. Have you experienced anything out of the ordinary?
2. If your network is partially TDM and partially VOIP, have you
experienced any issues with either of them? What are your future
concerns since STIR/SHAKEN does not work with TDM?
3. My biggest complaint as a residential consumer is that caller ID no
longer shows up like it did. Unless I have the number in my phone, I
only see something along the lines of Scam Likely or a phone number
with no caller ID. I find this quite irritating since it prevents me
from determining if its a friend whose carrier hasn't implemented it
yet or an actual scammer. Anyone else have complaints about what
information is being passed?
4. Are you getting more complaints from your customers about anything
related to STIR/SHAKEN? What are the nature of the complaints? Is
there a recurring theme?
5. What is your customer's impression of what a Robocall is? My son
claims he's getting more SCAM calls than he was before but I'm not
sure he understands what a Robocall is. He may consider any
advertisement or donation request a robocall, but some things are
allowed while others aren't. What are you doing to help your customers
understand what's allowed and what's not allowed?
6. If you're hearing from customers about scam calls they are getting,
are you reporting those calls to anyone? If so, who are you reporting
them to?
6. Criminals always seem to be creative. Have you seen any new methods
scammers are using to get around STIR/SHAKEN process?
7. One of my greatest concerns I have about the September
implementation is that carriers will get no warning if/when they are
going to be blocked. I haven't seen anything that states a terminating
carrier or intermediate carrier has to give a warning muchless
disclose that they will start blocking another carrier's traffic.
Maybe there is a hotline to call if your traffic is being blocked
unjustly, but I haven't heard of any. Have you? Normal routing issues
are already a nightmare to deal with. Hopefully this will not make it
worse or just another method for anti-competitive carriers to take out
their competition!
8. The last question leads me to the next one. I know there are some
carriers using their underlying carrier's certificate so they didn't
register for the Robocall Mitigation Database. I didn't recommend
this, but I heard through the grapevine some consultants / underlying
carriers did. If those who didn't sign up for the Robocall Mitigation
Database have legitimate traffic shut down, what will happen to all
their legitimate customers? Will they be out of service until the ITG
gets around to figuring it out? Has anyone heard of a plan to address
the impact on consumers displaced by this?
9. Has anyone heard of a centralized contact to deal with unjust
blocking complaints? We all know nothing goes perfectly but I would
think it will be important for everyone to know what number to call
should they have problems BEFORE this change is implemented. Have any
of you heard anything? I haven't!
10. I tried to keep my list simple but I would love to hear your
thoughts on anything I missed.
Thanks for all your input,
MARY LOU CAREY
BackUP Telecom Consulting
Office: 615-791-9969
Cell: 615-796-1111
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