Knowledgebase

TL;DR

• Conversational calls are expected, two way, and use stable, verified caller IDs you have the right to present.

• Spam or abuse calls are unsolicited, high volume, short, repetitive, or deceptive.

• Check your ACD and ASR against the benchmarks in your Voyced portal.

• Keep consent, respect do not call lists, throttle dial speed, provide opt out, and be ready to prove number ownership.

• Breaches trigger suspension. Repeated or serious breaches lead to forfeiture.

Who this is for

• Teams that make or receive customer calls with Voyced

• Anyone planning outbound activity or number changes

What counts as normal conversational traffic

• The person you call expects your call or has opted in

• A human dials or uses a careful preview dial

• Caller ID is stable, verified, and you have the right to use it

• Calls last long enough for a real chat

• You call in agreed or common business hours

• You keep the same numbers for months

Everyday examples

• Support calls, scheduled callbacks, account reviews

• Sales follow ups from a web form with consent

• Delivery updates where the customer agreed to phone contact

What counts as restricted spam or abuse

• No consent, cold campaigns to random lists

• Auto diallers that blast through ranges

• Spoofed or rotating caller IDs to avoid blocks

• Short, repeat calls that hang up fast

• Late night or weekend bursts without a prior agreement

• OTP harvesting, refund scams, tech support scams

Banned uses with Voyced

• Any scam or deception

• Any calling without a legal basis or consent where needed

• Ignoring do not call lists or opt outs

• Hiding identity or falsifying caller ID

• Using any caller ID you do not own or have written permission to use

Caller ID ownership and verification

• You must only present caller IDs you own or that you are legally allowed to use

• Keep proof of ownership or right to use for each caller ID

• Provide this proof to Voyced on our first request

• Failure to provide proof will trigger suspension

How spam is spotted in practice

Carriers and Voyced look for patterns. You can check the same signals.

• ASR, Answer Seizure Ratio
  Share of attempts that connect. Very low ASR with many attempts points to poor lists or spammy tactics. Compare to your own Voyced ASR benchmarks in your portal.

• ACD, Average Call Duration
  Real conversations take time. Lots of sub-15 second calls raise flags. Compare to your Voyced ACD benchmarks.

• CPS and pacing
  Spikes look like auto dial. Human teams have smoother curves.

• Caller ID stability
  Few verified CLIs, used long term, look healthy. Fast number churn does not.

• Time of day
  Out of hours bursts look risky unless you have clear consent.

• Complaints and blocks
  Hits on do not call lists, user complaints, or blocklist sightings trigger reviews.

Your responsibilities with Voyced

Keep traffic clean. Keep proof. Be ready to show it.

• Get consent or a clear lawful reason to call
  Store timestamp, source, and the form text used.

• Use verified caller IDs you have the right to use
  Do not rotate CLIs to dodge blocks.

• Respect opt outs and do not call lists
  Suppress numbers fast, within the legal window per country.

• Control dial speed and retries
  Space retries. Limit attempts per number per day.

• Call in sensible hours for each country
  Log any exceptions where the client asked you to call later.

• Recording notices
  If you record, play a clear notice where the law requires it.

• Keep data sources clean
  No scraped or bought lists without provable consent.

• Keep metrics visible
  Watch your ACD and ASR in your Voyced account. Sudden drops mean stop and review.

Simple self-check before you start

• Would this person expect my call today

• Can I prove where their number came from

• Do I own or have the right to use this caller ID

• Is my dial pace human, and are my calls long enough for a chat

If you answer no to any of these, fix that first.

Red flags that will trigger a review

• Many very short calls, most under 15 seconds

• Low ASR with high attempts

• Fast CLI rotation or neighbour spoofing

• Night and weekend bursts without consent

• Complaints or a rise in blocks

• Sudden traffic jumps on new routes or new countries

• Failure to provide caller ID ownership proof on request

Enforcement and account actions

• If our systems diagnose traffic as likely spam or abuse, your account will be suspended at once

• To reinstate, you must provide the requested paperwork and proofs, including consent logs and caller ID rights, within the timeframe set in our notice

• If proofs are not supplied in time or are invalid, your account and its services are forfeited automatically

• Serious or repeated issues can lead to immediate forfeiture without reinstatement

After reinstatement

• Your account enters a special monitoring mode

• Tighter thresholds apply to metrics such as ACD, ASR, CPS, caller ID stability, and complaint rates

• Any new breach will trigger a faster suspension and is more likely to be permanent

If we contact you about your traffic

Act fast and share evidence.

• Pause the campaign that triggered the alert

• Send recent call logs, sample recordings if available, consent proofs, and caller ID ownership proofs

• Explain purpose, target group, call times, and dial method

• Confirm your fixes, for example list cleaning or pacing changes

ACD and ASR, plain English

• ASR shows how often people pick up. Healthy lists have a steady ASR

• ACD shows how long people talk. Real chats last longer

• Check both in your Voyced portal against the benchmarks we publish. Aim to stay close to your normal range for similar traffic. Big drops or spikes mean you should review before you continue

FAQ

Can I auto dial my own opted in customers
Yes, if you have consent, you identify yourself, keep dial rates gentle, and present a caller ID you own or are allowed to use. Preview or power dial with low pacing is safer than predictive dial.

Can I rotate caller IDs to improve answer rates
No. Use stable, verified CLIs that you own or have permission to use. Rotation to avoid blocks is not allowed.

Can I call outside business hours
Only with clear consent or where the law allows it. Keep proof.

What if my ACD is low because many calls are quick confirmations
Segment that traffic, document the reason, and keep pacing low. We may ask for samples.

Do you block or suspend for abuse
Yes. If traffic is likely spam or abuse, we suspend at once. Reinstatement needs full proofs within the set timeframe. If you are reinstated, extra monitoring applies and any repeat triggers quicker, more permanent suspension.

Quick checklist to keep

• Consent stored with timestamp and source

• Verified caller IDs with proof of ownership or right to use

• DNC and opt out lists applied before each run

• Pacing limits set, retries spaced

• ACD and ASR watched daily in the Voyced portal

• Clear call script with identity and opt out

• Logs kept for audits and fast response to any review

Last updated: 15/09/2025

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All information provided is copyrighted and purely informative in nature. It is maintained by Voyced with the greatest of care using reliable sources only.
Given the fast evolution of the telecom sector, Voyced does not offer any guarantee about the accuracy and completeness of the information offered. 
We explicitly do not give anyone permission to use this information in any other way than to inform themselves about what requirements there may be and they need to comply with when registering DIDs with Voyced.