STIR/SHAKEN and Phone Number Remediation: A Comprehensive Guide

With the increasing pervasiveness of robocalls and Caller ID spoofing, STIR/SHAKEN has emerged as a critical response in the telecommunications industry. This comprehensive guide will dive into STIR/SHAKEN, its role in combating fraudulent activities, and how phone number remediation works in this new framework.

STIR/SHAKEN: The Defender Against Spoofing

STIR (Secure Telephone Identity Revisited) and SHAKEN (Signature-based Handling of Asserted information using toKENs) is a suite of protocols designed to verify the identity of callers. Introduced by the Internet Engineering Task Force (IETF), STIR/SHAKEN combats robocalls and Caller ID spoofing by ensuring that calls are authentic and that the numbers they originate from are legitimate.

At its core, STIR/SHAKEN operates by assigning a digital signature to SIP (Session Initiation Protocol) headers during call setup. This signature, unique to every call, verifies the legitimacy of the calling number and provides a Certificate of Authentication to the receiving party. In essence, it provides a form of Caller ID authentication, helping the called party to trust the displayed number.

The STIR/SHAKEN Attestation Levels

STIR/SHAKEN introduces the concept of attestation levels, which are indicators of the level of trust a service provider has in the legitimacy of the calling number. There are three levels:

1. Full Attestation (A): The service provider has authenticated the caller and can confirm that the caller has the right to use the calling number.
2. Partial Attestation (B): The service provider has authenticated the caller but cannot verify that the caller has the right to use the calling number.
3. Gateway Attestation (C): The service provider has only authenticated that the call has entered their network but cannot attest to the caller or their right to use the calling number.

Impact on Businesses

Businesses, especially contact centers, need to be mindful of these attestation levels. Low attestation levels could lead to their calls being blocked or tagged as spam, potentially harming their operations and customer relationships. Therefore, businesses should aim for Full Attestation whenever possible to ensure successful call delivery.

Phone Number Remediation in the Age of STIR/SHAKEN

Remediation, the process of correcting or improving a situation, is vital in this context. Phone number remediation involves steps taken to improve the reputation of a phone number, ensuring that it is not wrongly tagged as a spam number or blocked.

1. Reputation Monitoring: The first step in remediation is monitoring. By using sophisticated analytics and tracking tools, businesses can keep an eye on their phone numbers’ reputation. This helps them identify potential issues early on before they significantly impact their operations.
2. Identify Issues: Once a potential problem is detected, the next step is to identify the root cause. This could involve tracing back the source of the issue, identifying patterns in call behavior, and examining call data for anomalies.
3. Resolve the Problem: After identifying the issue, the next step is resolution. This could involve several tactics, including changing call patterns, addressing technical issues, or communicating with carriers to correct erroneous tagging.
4. Prevent Future Issues: The final step is prevention. By implementing best practices, maintaining a regular monitoring schedule, and staying up-to-date with regulations, businesses can prevent future issues and maintain a high reputation for their phone numbers.

Conclusion

With the introduction of STIR/SHAKEN, businesses and contact centers must adapt to ensure they maintain a positive reputation for their phone numbers. By understanding how this protocol works and implementing robust remediation processes, businesses can continue to engage their customers effectively while avoiding disruptions to their operations.