Voice Guidelines for Angola

Voice Guidelines

What is STIR/SHAKEN and do I need to care about it?

STIR/SHAKEN is the call-authentication framework that US and Canadian operators use to sign outbound calls with an attestation level. A-attestation typically delivers a clean banner; B and C attestation often show as "Spam Likely". For any meaningful outbound volume in North America, getting to A-attestation — by registering the brand and the calling numbers properly — is the single biggest deliverability lever.

How do I stop my number being labelled as "Spam Likely"?

The label is set by carrier-side analytics engines (Hiya, First Orion, TNS) based on calling pattern, complaint rate, and number reputation. Register the brand with each vendor, stay inside the use-case the number is registered for, ramp call volume gradually, and remediate quickly when a label appears. The per-country guideline pages list the levers that apply in each market.

When do I have to ask permission to record a call?

It depends on the jurisdiction. One-party consent jurisdictions (federal US default, Canada, India) let you record a call you are on without informing the other party. Two-party consent jurisdictions (California and several other US states, most of the EU + UK) require all parties to know. A multi-region programme should default to announcing recording on every call.

Do I need to scrub my list against a Do-Not-Call register?

Yes — in any market that has one. The US National DNC Registry, the Canadian DNCL, the UK TPS, India's NCPR, and the EU member-state equivalents all require pre-campaign scrub. Calling a registered number without specific consent is the fastest path to regulator enforcement.

What is branded calling and is it worth it?

Branded calling lets a vetted brand display a name + reason alongside the calling number. Available in North America through Hiya, First Orion and TNS; rolling out in the UK; emerging in other markets. Worth it for any high-volume outbound programme — it both lifts answer rates and acts as a positive signal against spam labelling.

How does emergency-services routing work for a VoIP number?

Each outbound-capable number is registered with a physical address at provisioning time. When that number dials the local emergency service (911 in US/CA, 112 in the EU + UK, the local equivalent elsewhere), the call is routed to the appropriate dispatch with the registered address attached. For mobile / softphone users, the registered location must be kept current; ask the user to confirm their location at session start.

Why does the call connect but the audio is one-way?

Almost always a NAT or RTP traversal problem on the customer's network — the signalling completes (so the call connects) but the media packets can't traverse a firewall. Enable ICE / TURN on the softphone, check that SRTP is permitted, and confirm the codec list matches what the trunk negotiates.

How long does it take to port an existing number to WebSMSpanel?

Typically 5–10 business days for a like-for-like in-country port, 2–4 weeks when the port crosses number type (e.g. mobile → geographic landline) or carrier family. The losing carrier must release the number; document the delegation of authority early and submit the LoA at the start of the project.