2. 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, | #17PACE

3. 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, | #17PACE

4. R@!#call - The 8 Letter Word
PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, | #17PACE

5. R@!#call - The 8 Letter Word
PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, | #17PACE

6. 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, | #17PACE

7. 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, | #17PACE

8. 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, | #17PACE

9. 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.
PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, | #17PACE

10. 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
PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, | #17PACE

11. 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, | #17PACE

12. 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 -
PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, | #17PACE

13. Identify TYPE of calls (Labeling)
Robocall Strike Force 60 Day Report -
PACE WASHINGTON SUMMIT | SEPTEMBER 17-19, | #17PACE

14. 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, | #17PACE

15. 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, | #17PACE

16. 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, | #17PACE

17. 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, | #17PACE

18. 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 Q 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, | #17PACE

19. 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, | #17PACE

20. 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, | #17PACE

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