Presented by: Rebekah Johnson CEO/President Gloria-Mac Are your calls at risk? Presented by: Rebekah Johnson CEO/President Gloria-Mac PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE Who are YOU? Rebekah Johnson is President and owner of Gloria-Mac. Prior to launching her consulting business, she served as Government and Regulatory Affairs Consultant for West Corporation. Guides clients through the numerous and evolving regulatory challenges in the healthcare, utility, financial and commercial industries related to communications. Served on the Empowering Consumer Choice Working Group of the FCC’s Robocall Strike Force established under Chairmen Wheeler. Ms. Johnson advocates on behalf of the various industries to drive a positive consumer experience through the support of carriers, aggregators and call center solution providers. Her current focus is to ensure robocall blocking technologies do not impact consumer engagement strategies for the industries who depend on the ROI of each call. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

R@!#call - The 8 Letter Word Stats of robocalls. Consumer complaints. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

R@!#call - The 8 Letter Word https://robocallindex.com/ PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

FCC Robocall Strike Force The FCC encouraged service providers to offer call blocking solutions Give customers greater control over the types of calls they receive Consumer Control Identify the bad actors who use robocalls to take advantage of unsuspecting consumers by using numbers assigned to others (spoofing). The Strike Force has been committed to protecting customers, but these disguised calls have put investigators and enforcers at a disadvantage Identity/Transparency PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

FCC Robocall Strike Force ACT, ATIS, CTIA and USTelecom, who count among their members many Strike Force members, agreed to facilitate continued efforts and work together toward long term goals. Many industry leaders in robocall mitigation have concluded that there is no “silver bullet” to solve the problem. However, to mitigate the problem of illegal robocalls, the industry is implementing a diverse multitude of evolving mitigation tools and efforts so that it becomes too costly for illegal robocalling campaigns to overcome the industry’s dynamic mitigation techniques. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

FCC Robocall Strike Force WG1: Authentication WG2: Empowering Consumer Choice WG3: Detection, Assessment, Traceback, and Mitigation WG4: Regulatory Support/Root Cause Removal PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

FCC Robocall Strike Force WG1: Authentication Standards to verify and authenticate caller identification for calls carried over an Internet Protocol (IP) network. These standards are known as SHAKEN (Signature-based Handling of Asserted information using toKENs) and STIR (Secure Telephony Identity Revisited). Consumer Benefit - Higher end user confidence in the identification of incoming IP-only voice calls. WG2: Empowering Consumer Choice Provide the end user with a greater degree of identification and control over the types of calls they receive. Consumer Benefit - awareness campaigns to educate consumers on existing blocking technologies in the short term and developed an environment where additional capabilities can be developed to facilitate consumer choice. Authentication: The Strike Force accelerated, from December to October, the standards to verify and authenticate caller identification for calls carried over an Internet Protocol (IP) network. These standards are known as SHAKEN (Signature-based Handling of Asserted information using toKENs) and STIR (Secure Telephony Identity Revisited). The development and implementation of the standards after the 60-day term will continue through the Internet Engineering Task Force (IETF), Third Generation Partnership Project (3GPP) and Alliance for Telecommunications and Industry Solutions (ATIS) Session Initiation Protocol (SIP) Forum. Empowering Consumer Choice: Robocall Strike Force members from across the telephony ecosystem came together to provide the end user with a greater degree of identification and control over the types of calls they receive. To address the short term need for call blocking solutions, the group developed a plan to educate consumers on the capabilities existing in the market. To address longer-term needs, this group has recommended that standards groups develop an information flow, consumer presentation, and consumer-directed call disposition control options, as well as a framework for deploying resulting solutions. These will give consumers a clearer picture of the type of calls they are receiving, and expand their automatic and manual call handling options. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

FCC Robocall Strike Force WG3: Detection, Assessment, Traceback, and Mitigation This group investigated various methods of detection and avoidance to stop unwanted calls from reaching customers by blocking at various network levels. This group has initiated a trial to block known numbers that should never originate traffic. The results of this trial will determine the viability of a Do Not Originate list of numbers to be blocked network wide in the future. Consumer Benefit - Loopholes in the Publicly Switched Telephone Network are being exploited by bad actors to harm consumers. Strike Force members have established industry guidelines to enhance detection, traceback, and blocking of malicious traffic. WG4: Regulatory Support/Root Cause Removal Authentication: The Strike Force accelerated, from December to October, the standards to verify and authenticate caller identification for calls carried over an Internet Protocol (IP) network. These standards are known as SHAKEN (Signature-based Handling of Asserted information using toKENs) and STIR (Secure Telephony Identity Revisited). The development and implementation of the standards after the 60-day term will continue through the Internet Engineering Task Force (IETF), Third Generation Partnership Project (3GPP) and Alliance for Telecommunications and Industry Solutions (ATIS) Session Initiation Protocol (SIP) Forum. Empowering Consumer Choice: Robocall Strike Force members from across the telephony ecosystem came together to provide the end user with a greater degree of identification and control over the types of calls they receive. To address the short term need for call blocking solutions, the group developed a plan to educate consumers on the capabilities existing in the market. To address longer-term needs, this group has recommended that standards groups develop an information flow, consumer presentation, and consumer-directed call disposition control options, as well as a framework for deploying resulting solutions. These will give consumers a clearer picture of the type of calls they are receiving, and expand their automatic and manual call handling options. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

FCC Robocall Strike Force WG2: Empowering Consumer Choice Provide the end user with a greater degree of identification and control over the types of calls they receive. Consumer Benefit - awareness campaigns to educate consumers on existing blocking technologies in the short term and developed an environment where additional capabilities can be developed to facilitate consumer choice. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

Identify TYPE of calls (Labeling) Telemarketing – Calls originated in order to induce the purchase of a product or service to the end user  Survey – Call originated in order to collect data / opinions from an end user   Political – Call originated with intent to pass a political message to the end user   Charities / Non-profit – Call originated from a non-profit company with intent to inform or solicit information or money from the end user  Informational – Call originated from an entity to inform called party of an already established business relationship transaction such as package delivery, appointment reminder, order confirmation, conferencing, etc.  Emergency/ Public Service – Call originated from a supplier that is delivering an emergency or public service type call   Collection – Call originated from a company with the intent to collect outstanding funds from the end user  Healthcare – Call originated from a company with intent to provide health care information to the end user such as doctors, nurses, insurance companies   Basic/ Personal – Call originated from a party that just wants to speak personally to the end user (Grandma calling Grandkid)   Trusted Entity – Call was originated by a trusted entity whose calling patterns such as conferencing or messaging cannot be covered by the listed calling categories but they are an established trusted source  Spoofing – Possible spoofed caller ID   Suspected fraudulent calls – Suspected Fraudulent call   Robocall Strike Force 60 Day Report - https://transition.fcc.gov/cgb/Robocall-Strike-Force-Final-Report.pdf PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

Identify TYPE of calls (Labeling) Robocall Strike Force 60 Day Report - https://transition.fcc.gov/cgb/Robocall-Strike-Force-Final-Report.pdf PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

FCC Robocall Strike Force Analytics Company Labeling Calls Enhanced Consumer Controls – device, OS, app, etc. Consumer Control SHAKEN/STIR – Verification Identity/Transparency PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

New Ecosystem Customers Customers Customers Customers Analytics Consumer Blocking Customers Customers Customers Customers Call Blocking/ Labeling Analytics Analytics Analytics Analytics Industries (Healthcare, Utility, Commercial, Financial, etc. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

New Ecosystem No visibility into call labeling or blocking Customers Consumer Blocking Customers Customers Customers Customers Call Blocking/ Labeling Analytics Analytics Analytics Analytics No visibility into call labeling or blocking Industries (Healthcare, Utility, Commercial, Financial, etc. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

Is this REALLY Happening? Microsoft told the FCC “anti-robocalling efforts resulted in one carrier blocking 1.2 million SkypeOut calls in the U.S. over a four-month period earlier this year.” While Microsoft was eventually able to prevent further blocking with the carrier, this shows the lack of understanding and inadequacy around the solutions in place to block illegitimate calls without causing harm to legitimate wanted calls by consumers. PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

How do I know if happening to me? Reporting Monitor contact rates. Based on the deployment of call blocking and labeling capabilities in-network with carriers, companies will likely have experienced a reduction in rates starting end of Q1 2017. This will only have increased since that time. Agents It is likely your agents have entertained conversations with customers regarding the appearance of the call on their phone. Educate call agents on the potential impact of robocall blocking and labeling. Customers Customers will report the following information which indicates your calls are being picked up by call blocking and labeling systems: “Your call appeared with a label of “Scam Likely”, “Nuisance Likely”, “Telemarketer”, “Debt Collector”, “Informational”, etc.   PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

Communication Protection Coalition Best practices for mitigating call blocking/labeling notifying originator of blocked call allowing originator to mitigate with blocking entity informing consumer of blocked call allowing consumer to mitigate blocking of legal calls Best practices for using SHAKEN and STIR for traceback PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE What can YOU do? Voice Your Opinion Join and/or follow the Communication Protection Coalition Inform PACE of your what you think about this Follow the FCC/FTC as this progresses Awareness Track impact against your outbound call strategies Gloria-Mac Carrier and Analytics relations Third-party robocall blocking/labeling solution providers Evaluate impact against call strategies to maximize throughput PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE

PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE QUESTIONS PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, 2017 | #17PACE