Getting Started with ARMOR™

ARMOR™ protects all of your PhoneBurner purchased numbers, so first you will need to ensure you have numbers in your account.

To do this, log into your account > Select your image or initials in the right hand corner for the menu > My Account > Numbers.

You will be brought to the inventory page. Here is where you will be able to purchase your numbers by selecting “Get Numbers”. 

Keep these tips in mind when purchasing numbers:

1. Buy numbers that represent the areas where you have a business presence. You can search by state and select the proper area code(s).
2. Use different phone numbers for different call campaigns. For example, use a different number to call existing customers vs new leads and consider using a different number for special, short-term campaigns. This will help you have more consistent call patterns and ensure that callbacks are properly routed.  
3. More than 1 number per seat is recommended, especially if you are making a high volume of calls. You want to spread increasing call volume across numbers to help smooth out any suspicious spikes or changes in behavior. Also, if your calls are prone to be reported by consumers as spam, you will want to have established numbers to fall back on.
4. DO NOT delete your numbers, unless you absolutely have to. Established numbers that get answers signal to the carriers you are a legitimate business and using the same number will make calls more recognizable by your contacts. 

After you “Place your order” and purchase your numbers, you will have the option to add ARMOR or you can click here to activate ARMOR™. 

After you purchase one or more numbers you will want to set up your Number Pools. 

Selecting a Number Pool at the start of a dial session allows PhoneBurner to rotate calls across these numbers without you having to manually manage them. If a contact has been called before, the same number will be used for future calls. 

Numbers in a pool also share callback settings so that callbacks route according to your configurations. This makes it easier to balance your call volume, manage your numbers, and organize your call campaigns.  

Once everything is set up, you will want to make sure to select the Number Pool that contains your PhoneBurner purchased numbers as your Caller ID when starting a dial session. ARMOR™ is only applicable to PhoneBurner purchased numbers, non-PhoneBurner purchased numbers will not be protected by ARMOR™ and metrics for these numbers are not available in the dashboard. 

Already existing PhoneBurner customers who have been using PhoneBurner purchased numbers and sign up for ARMOR™, will be able to access 30 days of historical data. If a customer just purchased numbers and activated ARMOR™, data will start to display as you conduct dial sessions. Please keep in mind same day data is not available and it may take a little while for your data to load upon activation depending on the call volume. 

ARMOR™  Best Practices

We have already mentioned some best practices around phone numbers, call volume, and consistent dialing patterns. But you may be asking, why does this matter?

Carriers pay close attention to their networks to try and catch “bad actors”, people who are displaying “bad dialing practices” and conducting spam/scam behavior. Each carrier has their own algorithm they use to predict which calls are likely to be unwanted in order to protect consumers. Sometimes legitimate businesses get caught in these algorithms as their calls may match the pattern of known spam calls. 

Often, numbers may have a negative reputation based directly on consumer feedback and behavioral observations about their calls.  When consumers report a number as spam, or add numbers to their block list, or quickly hang up on calls from a number, these send negative signals to the carrier that indicate a number may be making unwanted, nuisance calls. When many consumers take these actions, the feedback is even stronger.

Carriers maintain an objective to protect their consumers from spam, and to do so they analyze calling behaviors to predict which calls are unwanted. Some of these behaviors can include:

• Spike in call volume
• Inconsistent call patterns
• Dialing during off-hours
• Short call duration
• Low answer rates
• Lack of call backs
• Double, triple dialing in a short time period
• Reports by consumers
• Blocking by consumers

Carriers also look for positive signals associated with non-spam calls. Calls that are consistent in volume, with consistent answer rates, that turn into consistent conversations that are not overly short in duration tend to look like “wanted” calls - and wanted calls are less likely to be flagged as spam. 

This is especially true when the calls do not generate spam reports and/or number blocking. Use the ARMOR™ dashboard to monitor the answer rates for your numbers, making sure they do not deteriorate as volumes increase. If that happens, you may want to level off the call volume until the answer rate is normalized again.

Here are some potential best-dialing practices to consider: 

• When you purchase a new phone number, it needs to be warmed up. Put it in rotation with other numbers and start with lower call volumes, increasing over time. This is where Number Pools is a big help and assigning certain pools to specific agents/campaigns. 
• Use numbers consistently and call during acceptable hours. PhoneBurner has default settings to not call before 8am and after 9pm based on the contacts area code. States may have more restrictive calling hours so be sure to check requirements in the states you are calling.
• Only call contacts who have expressed that they want to talk to you or are expecting your call. Cold calls are more likely to result in flags as they mirror “unwanted call behavior”.
• Make sure to leave voicemails. When leaving a voicemail, always include a clear and compelling reason for your call. Briefly explain the value or benefit you're offering, and make it easy for the recipient to understand why returning your call is important. Be concise, but make sure to highlight what's in it for them and create a sense of urgency or relevance to encourage a callback.
• Ensure your inbound routing is set up properly per Number Pool and on your account. The PhoneBurner Premium plan has an option which allows you to answer calls through the PhoneBurner app. 
• Consumers are able to report your numbers as spam or block your number, even if you are making legitimate phone calls. This is why you want to make sure you are calling those who want your call and you begin with courtesy, empathy and a strong offer they cannot resist. 
• Always provide clear identification of the calling party, along with clear-and-easy opt-out directions.
• Never use an auto-dialer in order to avoid dropped calls or delays in the connection.
• Respect "Do Not Call" lists and requests.

Consider any situations where someone answers your calls and then abruptly hangs up.  These are indications that the person does not want to take your call, and sometimes they may indicate the consumer is likely to block your number or report the call as spam. 

What factors may have caused the recipient to hang up abruptly or to log a spam report? Ask yourself these questions:

• Was the call too early or too late in the day?
• Was the call preceded by too many unanswered calls to the same person?
• Was the agent courteous, with a customer awareness and focus?
• Was this a cold call to a disinterested consumer?
• If your contact asked to be called, did your agent remind them when and where they made the request?
• Do you use the same phone number for B2C and B2B calls, or for sales and service calls?

Making calls in ways that are less annoying to the recipient may help to reduce the risk of spam reports.

ARMOR™ is a comprehensive solution to protect your numbers and set your business up for success. If your number happens to be flagged, PhoneBurner has a team of dedicated experts to look into these flags on your behalf. Negotiating with the carriers to remove false flags will tell them these numbers belong to a legitimate business to help you build a positive reputation. 

This is why registering with the Free Caller Registry is so important. It makes it very easy for the human investigating the flag to see “this is a legitimate business making wanted calls” and remove the flag. Since this is done manually it is not an immediate turnaround and even if a flag is removed, the number can be flagged again.

Want to learn more about how to use ARMOR™, the dashboard, and why you need it to help protect your numbers from spam flags? Watch our ARMOR™ Training module. 

*The information and recommendations provided in this document are intended to assist you in developing strategies and making decisions regarding best practices. However, we cannot guarantee specific results or outcomes from implementing these suggestions. The effectiveness of any strategy will vary depending on individual circumstances and external factors beyond our control.

We strongly encourage you to consult with your team, as the information provided here is based on our general data and may not be suitable for every situation. It is your responsibility to ensure that any actions you take are appropriate for your unique circumstances. The suggestions provided here are for informational purposes only and should not be considered a guarantee of successful outcomes.

General Frequently Asked Questions

How do I get ARMOR™? 

To take advantage of ARMOR™, you must have a PhoneBurner account. Free trials are not able to activate ARMOR™. In addition, you must have a PhoneBurner purchased number; ARMOR™ is not available for verified numbers. 

How much does ARMOR™ cost?

ARMOR™ is only $5 per month per PhoneBurner purchased number. 

How many numbers do you recommend I should have?

It should be based on your call strategy, number of seats you may have on your account, what regions you are calling, etc. Having multiple numbers will help you follow best dialing practices such as maintaining consistent call volumes and usage. Here are some things to consider: 

• Different call campaigns should use different numbers. Once that campaign is complete, you can transition the number to a new campaign. 
• The amount of numbers you have per seat on your account should be based on call volume per seat. An average number would be 4 numbers per seat.
• PhoneBurner allows you to purchase numbers based on the area code that best represents your business location.
• Number Pools allow you to set up your dial sessions with multiple numbers without having to manually manage and rotate your numbers.
• If a number happens to be flagged, it is good to have another number ready that already has consistent usage. 

Does this cover my verified Caller ID numbers or non-PhoneBurner purchased numbers?

ARMOR™ only covers PhoneBurner purchased numbers. 

Can I activate ARMOR™ for only some of my PhoneBurner purchased numbers?

ARMOR™ will be applied to all PhoneBurner purchased numbers on the account and to any new numbers purchased. You cannot pick and choose which numbers will receive ARMOR™.

When will this be reflected in my bill?

The price will be reflected in your first bill following the activation of ARMOR™. 

What if I no longer want to take advantage of all these added ARMOR™ benefits of increased monitoring, flag remediation, and reporting?

You can cancel ARMOR™ at any time by emailing support@phoneburner.com.  

Carrier Registration Frequently Asked Questions

Do I need to register newly purchased PhoneBurner numbers?

No, the ARMOR™ team will register all your PhoneBurner purchased numbers with the carriers, even if you buy new ones. We recommend registering any of your own verified numbers with the Free Caller Registry.   

Is Carrier Registration available without ARMOR™?

Yes, you can toggle on Carrier Registration in the back office if you want us to register your PhoneBurner purchased numbers without ARMOR™. For ARMOR™, registration is automatically included.

Spam Flags & Remediation Frequently Asked Questions

Do I need to request for my number reputation to be tested to see if a flag occurs?

No, if a flag occurs you will be notified and our team will proactively get to work on remediation. We do not provide on-demand requests as ARMOR™ is a comprehensive solution to help safeguard against false spam flags through monitoring, remediation, and cutting-edge analytics. 

How will I know if a number is flagged?

The admin on the account will be notified by email and an in-app notification, and the number will be marked with a shield in the account to let you know the ARMOR™ team is working on remediation.  The shield will be removed when we have confirmation that no carrier flag remains active for that number and the admin will be notified via email and an in-app notification. 

ARMOR has not detected a flag, but people are saying my number comes up as “Scam Likely.” Why?

Each carrier uses its own third-party service to manage reputation, only for its network and is based on a proprietary collection of information. Flags are applied independently and often show on one carrier, but not the rest. They also come and go. A flag can be isolated and appear before the data aggregators that power the monitoring capabilities can process and warn of the flag. By having ARMOR™ you can put your mind at ease as we will monitor and react on your behalf to all confirmed flags. 

I just purchased a new phone number and it is already showing as Spam. What should I do?

When numbers are new, they do not have a consistent usage tied to them. Therefore going from 0 calls to then making calls will spike the carrier's suspicion and may result in a flag. Once a more consistent call pattern is established, these false flags will most likely be removed as it will then show the carriers these are legitimate calls being made. Unfortunately, there is no way to guarantee a positive reputation for a new number, in some instances, it will need to be earned by displaying consistent and wanted call behavior. 

Do I need to do anything to remediate flags?

No, the ARMOR™ team has that covered. We negotiate directly with the carriers to remediate incorrect flags and will alert you when a flag has been cleared. There may be unique instances where we will reach out for additional information.  

What should I do with a flagged number?

We recommend pausing the number, which will remove it from any outbound use, but the number will still be able to receive callbacks. DO NOT delete the number.

My number was flagged as spam several days ago and the flag has not been cleared. Why is it taking so long?

It can typically take 1-3 business days for the carriers to complete their assessment and remove a spam flag. Sometimes it may take 5-7 business days or even longer due to the carrier's internal process and restraints. 

ARMOR™ Dashboard Frequently Asked Questions

What phone numbers will data appear for?

The data displayed on your ARMOR™ dashboard is for ARMOR™ protected numbers only. To ensure you can access analytics on your calls, you need to use your PhoneBurner purchased numbers to make the calls. When starting a dial session you will need to make sure to select the Number Pool with PhoneBurner purchased number(s), otherwise the data will not be captured. 

How do I assign a lead source so that I can use it as a filter in the ARMOR™ dashboard? 

Reference this article on how to assign a lead source to your PhoneBurner contacts. 

I have been using PhoneBurner for a while but I just signed up with ARMOR™. Will I have access to any historical data?

As long as you have been using your PhoneBurner purchased numbers, we will load up to 30 days of historical data. Based on your call volume this may take a few minutes to a few hours for larger data sets. 

Why can I not access data for today?

Same-day data is not available. The most recent data you will have access to is the prior day.  

How can I leverage this data to enhance my performance? 

Check out this video for tips on maximizing its use.

If you have any additional questions, please reach out to Support@phoneburner.com.