Telstra has provided an update on their planned management of scam calls in relation to treatment of calls received with Telstra held CLI (calling line identification) at its domestic Points of Interconnect (POI).
Telstra states they have refined their approach to addressing Telstra CLI concerns by introducing the following:
This is planned to commence on the 2nd of March 2023 for both Telstra mobile and fixed numbers sent to the Telstra network.
Telstra have advised that in the meantime, they may undertake network testing of this functionality from time to time and are also using the IVR for other call cases, including where suspicious call patterns, which they believe are likely to be scam, are identified. They advised that the IVR is currently in use to treat suspicious calls received with International CLI.While we wait for further information from Telstra we have pulled together a brief FAQ below on potential questions and how we are addressing them directly with Telstra.
Frequently Asked Questions (FAQ)
Will calls that originate from the Telstra Network using Telstra CLI’s be subject to an IVR?
Telstra have indicated that calls originating with Telstra CLIs on the Telstra network and handed over to any other carrier, then returned to the Telstra Network at a domestic POI with the same CLIs within a prescribed period (currently 2-hours), will not be subject to the IVR.
The 2-hour timeframe seems short, are we able to get a longer window?
Telstra have advised the timing window is 2-hours, we have asked for an extension on the window and will revert on their decision as soon as we know more.
How will IVR affect customers who are abroad using mobile roaming?
Telstra have advised that IVR will not affect Telstra mobile customers roaming. Telstra have indicated that calls originating with Telstra CLIs on the Telstra network and handed over abroad.
Are we able to whitelist numbers with Telstra for legitimate use cases to avoid the IVR?
Telstra has advised that it will be possible to whitelist Telstra held CLIs where CSPs are using Telstra held CLIs with the consent of the rights of use holder. Calls from a whitelisted CLI will not be sent via the IVR. We will publish the process to request whitelist of these numbers once we have been informed by Telstra on the required process.
How and who will maintain the whitelist and when will it apply?
We are engaging Telstra to confirm the process for whitelisting and when a CLI may be whitelisted.
Will these changes affect number porting as a whitelisted customer?
We are engaging with Telstra to confirm the process for whitelisting and when a CLI may be whitelisted.
Can we view a copy of the IVR transcript?
The call will be answered by an IVR, and the caller will be asked to enter a random digit greeted by the message - "To connect your call, press X".
If the caller does not respond or enters the wrong digit - three consecutive times, the call will be disconnected. The caller has 3 seconds to provide a response at each attempt. If a correct response is provided, the call will proceed.
When will this commence?
Telstra has advised that they will commence application of IVR to calls received with Telstra CLIs, on 2nd March 2023.
In closing….
Atom remains committed to reducing scam calling while continuing to support innovation & competition within the telecommunications sector.
We understand this announcement may have knock on impacts to your products and services. We want to assure you that we are actively engaging Telstra for responses and will share information with you as it becomes available.
We will follow up with a more comprehensive FAQ in the New Year as we receive responses from Telstra with regards to our questions. In the meantime if you have any further questions, please reach out to your Account Manager.