Voice Services Policy
This Voice Services Policy forms part of the Terms of Service and supplements the Acceptable Use Policy. It applies to all voice traffic through the Services, including SIP trunking, programmable voice (IVR, queues, call flows and click-to-call), auto dialer campaigns and BYOC trunks.
1. Caller ID
1.1 Every outbound call must present a caller ID that is either:
- a Number assigned to your Account on the platform; or
- a number you own or are authorised to use and have verified through the console verification process (for example, a code delivered to that number).
1.2 You must not present a caller ID that you are not authorised to use, that belongs to another person or organisation, that is invalid or unassigned, or that is chosen to mislead the recipient, including “neighbour spoofing” (choosing a caller ID that resembles the recipient’s number to increase answer rates).
1.3 We may override, reject or replace a caller ID that does not meet these requirements, and we may withdraw a verified external number if we can no longer confirm your authorisation.
1.4 Calls to destinations that require specific caller ID formats, or prohibit international or withheld caller IDs, must follow the rules in Country Requirements.
2. STIR/SHAKEN and call authentication
2.1 For US calls originated on our platform, we sign calls using STIR/SHAKEN with the attestation level our records support, as described in the Acceptable Use Policy. Full (A) attestation is available only for Numbers assigned to your Account on the platform.
2.2 BYOC outbound calls are signed by your carrier, not by us, unless agreed otherwise (see the BYOC Terms).
2.3 Terminating carriers and analytics providers may label, block or send to voicemail calls that they consider unwanted, regardless of attestation. We do not control these labels and cannot guarantee answer rates. We can help you understand and address labelling where possible.
3. FCC Robocall Mitigation Database
3.1 If you are a voice service provider, intermediate provider or gateway provider under US FCC rules, including where you resell the Services to others, you must file a certification in the FCC Robocall Mitigation Database, maintain a robocall mitigation programme, and keep your filing current. We may require you to give us your filing details before carrying your traffic.
3.2 We are required to refuse traffic from providers that are not listed in the database or that have been removed from it. We will block such traffic without liability.
3.3 You must respond to traceback requests from us, the Industry Traceback Group or authorities within 24 hours, or a shorter time where required by law.
4. Channel and CPS limits
4.1 Each Account, trunk and campaign is subject to limits on concurrent calls (channels) and calls per second (CPS). Default limits are shown in the console. Higher limits may require a review of your use case, KYC information and traffic history.
4.2 You must not spread traffic across multiple Accounts, trunks or Credentials to exceed your limits. Calls over the limit may be rejected with a SIP error.
5. Auto dialer and campaign rules
If you use our auto dialer, power dialer or any automated outbound calling (including from your own systems through our API or trunks), you must:
- DNC scrubbing: scrub every list against applicable national and state do-not-call registries, your own internal do-not-call list and the Do Not Call lists in the Services before each campaign and at the intervals the law requires, and honour opt-outs promptly;
- consent: obtain and keep records of the consent required for the call type, including prior express written consent for marketing calls using an artificial or pre-recorded voice or an automatic telephone dialling system where required by US law;
- calling hours: call only during permitted hours in the recipient’s local time zone (for example, between 8:00 and 21:00 under US federal rules, with stricter state, national and religious-holiday rules where they apply);
- abandoned calls: keep the abandoned-call rate at or below the lowest applicable legal limit (for example, 3% of answered calls per campaign per 30-day period under the US Telemarketing Sales Rule), play an identification message within two seconds when a call is abandoned, and ring for at least 15 seconds or four rings before disconnecting an unanswered call;
- identification: identify the caller and, for marketing calls, the business on whose behalf the call is made, and provide a callback number that accepts opt-out requests;
- answering machines: where answering-machine detection is used, leave messages only where permitted and with the disclosures required, and recognise that detection is not perfect; and
- pacing: configure dialer pacing so that agents are available to take answered calls.
Our dialer features, such as Do Not Call lists, calling windows and pacing controls, are tools to help you comply. You remain responsible for configuring them correctly and for the legality of your campaigns.
6. Traffic quality thresholds
6.1 We monitor voice traffic quality across Accounts, trunks and campaigns. Patterns that commonly indicate unwanted, fraudulent or poorly configured traffic may trigger a review, including:
- a high proportion of calls under 6 seconds (short-duration calls);
- a low answer-seizure ratio (ASR), meaning a low percentage of call attempts that are answered;
- a very low average call duration (ACD);
- high rates of calls to invalid, unallocated or disconnected numbers;
- high complaint, block or opt-out rates; and
- sudden changes in volume, destinations or CPS.
6.2 Thresholds vary by destination, use case and carrier requirements, and we may share indicative thresholds with you on request. Exceeding them does not by itself mean you have breached this Policy, but we may ask you to explain your traffic, provide consent records or call scripts, adjust your campaigns, or reduce volume.
6.3 If you cannot satisfy us that your traffic is lawful and wanted, we may throttle, block or suspend it under the Acceptable Use Policy.
7. Prohibited call patterns
In addition to the Acceptable Use Policy, you must not:
- make calls designed to generate revenue from termination rates or from call-backs (traffic pumping, wangiri, IRSF);
- send traffic that disguises its origin or route, including re-origination of international calls as domestic or bypass of interconnect charges;
- make sequential or random-digit dialling to identify valid numbers (“war dialling”);
- make calls that disconnect immediately on answer to verify numbers, except where lawful and agreed with us;
- flood a number or service with calls (telephony denial of service); or
- send traffic for or on behalf of a provider that is not listed in a required registry such as the FCC Robocall Mitigation Database.
8. Media, codecs and signalling
8.1 You must use supported codecs, SIP methods and transport protocols as documented, and send well-formed SIP. Excessive retransmissions, malformed messages, SIP OPTIONS floods or registration storms may be rate-limited or blocked.
8.2 You must not use voice channels to transport data, fax or modem traffic unless the service supports it (for example T.38 where available) and you accept that quality is not guaranteed.
8.3 Media is relayed by our media servers in the region nearest your endpoints or as configured. Call quality depends on your network and on upstream carriers, and is not guaranteed beyond the Service Level Agreement.
9. Recording, transcription and AI voice
Recording and transcription must comply with the Call Recording and Transcription Policy. Calls using AI-generated or synthetic voices, or AI agents, must comply with the AI and MCP Services Addendum.
10. Emergency calling
Emergency calling is subject to the Emergency Services Policy.
11. Enforcement
We may enforce this Policy in any way described in the Acceptable Use Policy, including throttling, blocking and suspension, and may report traffic to carriers, traceback groups and authorities.