Your Recovery & Escalation Playbook
Even legitimate businesses can get caught by carrier analytics or handset warnings like “Potential Fraud” or “Suspicious Call.”
Don’t power through—reset your footing. The steps below stop further damage, collect the right evidence, and give your provider what they need to request a review. Need help with call flows and safe alternatives while you wait? Visit https://fibremax.au/business-phone-system/
Step 1: Pause the affected CLI
Continuing to call from a flagged number reinforces bad signals and spreads screenshots among recipients. Park that number for prospecting until the review is underway.
Do
Stop outbound on the impacted number (CLI).
Use a different, compliant line for critical operations only (e.g., scheduled call-backs).
Step 2: Gather exact evidence
Carriers need specifics to investigate. Ask your recipients for the precise wording, the date/time, and ideally a screenshot. More quality data = faster triage.
Collect
Your originating number (the one flagged).
The receiving number that displayed the warning.
The exact text of the warning.
Date/time + time zone (e.g., AWST).
Screenshot and, if known, handset/network.
Step 3: Lodge the review
Send the bundle to your provider (FibreMax will escalate with upstream carriers). Be responsive—carriers may ask for more examples or logs.
Submit
Evidence list above (1–5 data points).
Any call logs/IDs that correlate to the event.
A brief business use-case (legitimate purpose).
Step 4: Adjust campaign settings
Use the cooling-off period to improve call patterns. The goal: fewer short calls, less bursty behaviour, and clearer identification.
Tune
Reduce retries and space attempts by hours.
Lower predictive aggressiveness (or use preview/progressive).
Scrub lists: remove bad/wrong numbers quickly.
Double-check calling hours and time-zone mapping.
Ensure clear script disclosures (who/company/purpose).
Step 5: Use inbound-first outreach temporarily
While the review is pending, keep momentum with channels that invite calls instead of pushing them. This warms prospects and avoids adding new negative signals.
Shift to
Email/SMS with a booking link (calendar).
Web forms for “call me back” requests.
A concise “How we handle calls” page to set expectations.
Step 6: Retest and return to normal
Once the review has been lodged and reasonable time has passed, test with a recipient who previously saw the warning. Ask them not to save your number as a contact (saved contacts can hide labels). If the warning persists, add the new evidence to your case and re-escalate.
Retest tips
Call a known Telstra-network mobile if that’s where the label appeared.
Verify the exact wording and timestamp again.
Report back to your provider with results.
TL;DR checklist
✅ Pause the flagged number.
✅ Collect evidence (origin, receive, warning text, time, screenshot).
✅ Lodge review and respond to info requests.
✅ Tune dialler (retries, pacing, lists, hours).
✅ Use inbound-first tactics until resolved, then retest.
