Calls Showing as “Spam”

What It Means, Why It Happens, and What You Can Do

Spam and robocalls have led carriers, device manufacturers, and analytics companies to deploy multiple layers of call-screening technology. While these systems protect consumers, they can sometimes affect legitimate business calls.

This page explains why calls may be labeled as “Spam,” what Phoneware can and cannot control, and what actions can help improve call delivery.

Important Reality Up Front

No phone carrier or VoIP provider, including Phoneware, has direct control over how a call is labeled on a recipient’s phone.

Spam labeling is determined by multiple independent systems across the telecom ecosystem.

How Spam Labeling Works Today

Call labeling decisions may be influenced by:

  • Mobile carriers (Verizon, T-Mobile, AT&T)

  • Third-party call reputation services

  • Smartphone operating systems (Apple iOS, Google Android)

  • Aggregated consumer feedback

  • Historical calling behavior and traffic patterns

  • Call authentication standards (STIR/SHAKEN)

Because these systems operate independently, the same call may appear differently on different devices or carriers.

About Call Authentication (STIR/SHAKEN)

STIR/SHAKEN verifies that a caller is authorized to use a phone number and helps prevent spoofing.

However:

Authentication confirms identity, not reputation.

A properly authenticated call may still be labeled as spam if calling behavior resembles unwanted or automated traffic.

Phoneware is fully compliant with all STIR/SHAKEN requirements.

Why Legitimate Calls May Appear as Spam

Spam detection systems evaluate patterns over time, not individual calls. Common contributing factors include:

  • High call volumes in short time periods

  • Repeated calls to unanswered numbers

  • Short call durations or low answer rates

  • Inconsistent or changing caller ID

  • Using the same number for both human calls and automated alerts

A single person marking a call as spam does not cause a global spam label; results come from aggregated signals across networks.

What You Can Do If Your Calls Are Showing as Spam

1. Use Numbers Consistently

  • Use each phone number for a single, clear purpose

  • Avoid sharing one number across multiple systems or vendors

  • Assign separate numbers for:

    • Human outbound calling

    • Automated notifications or alerts

2. Review Calling Behavior

  • Avoid burst or high-volume dialing

  • Reduce repeated calls to unanswered numbers

  • Space call attempts appropriately

  • Ensure calls are legitimate and meaningful

Behavioral improvements often lead to reputation improvement over time.

3. Submit Carrier Review Requests

You may request review and correction directly with major carriers and reputation providers:

Updates typically take days to weeks, not immediate effect.

4. Phoneware Number Reputation Monitoring (Powered by Bandwidth)

Phoneware offers an optional number reputation monitoring and remediation service, powered by our carrier partner Bandwidth.

This service can help:

  • Monitor how your phone numbers are being categorized across carrier networks

  • Identify reputation risks early

  • Assist with remediation efforts when numbers are flagged

  • Provide guidance on calling practices that support healthy reputation

This service does not guarantee the removal of spam labels, but it provides greater visibility, faster insight, and structured remediation support than self-service approaches alone.

If you are interested in enabling this service, please contact Phoneware Support.

What If Someone Is Misusing Your Number?

Spam labeling can also occur if a number is being misused—even if calls are technically authorized. This may happen when:

  • A notifier or alert service is using your number

  • A third-party application generates automated or high-volume traffic

  • Credentials or SIP access are compromised

  • A number is shared across multiple platforms

In these cases, the calls are authenticated, but the behavior damages reputation.

Recommended Actions

  • Identify and stop the source of the traffic

  • Disable or restrict non-essential services

  • Rotate credentials if misuse is suspected

  • Assign separate numbers for automated services

Reputation remediation is unlikely to succeed until misuse is resolved.

Key Takeaway

Spam labeling is reputation-based, behavior-driven, and decentralized.

While no provider can directly control how every carrier or device labels calls, organizations that:

  • Use numbers consistently

  • Separate automated and human calling

  • Maintain clean calling behavior

  • Act quickly when issues arise

can significantly reduce the likelihood of incorrect spam classification.

Phoneware is committed to supporting best practices and offers tools and guidance to help customers navigate this complex landscape.

Need Help?

If you believe your calls are being incorrectly labeled and would like assistance, please contact Phoneware Support.