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Verified Toll-Free US & Canada

Purpose: 

The Verified Toll-Free product reduces the amount of SMS traffic that is flagged for spam.

Vonage does not guarantee that having a verified number will stop traffic from being blocked, however, this does help alleviate it.

Who Can Request a Verified Toll-Free:

A verified toll-free number will be verified to the company/brand who is sending content on that number. So, if Company X is sending messages for Brand Y then Brand Y is the one who will need to be certified on the number.

Purely marketing content is not a compliant use-case.

Toll-free numbers go by the CTIA & CWTA handbook rules (Dedicated shortcode).

All Toll-Free messaging in Canada should go through this process. 

What does 'verified' and 'unverified'  mean?

A 'Verified' number simply means that the traffic does not fall into our Disallowed Content
Policy and we are able to confirm that this traffic is in line with our Best Practices for sending
content. It also means that we are now associating this number with the business submitted
through the process.

An unverified number is a number that has not gone through verification. Being that it has not gone through the identification process, unverified numbers will have less privileges on the network. They can continue to send messages, but the overall throughput of a number and the amount of filters that need to run on this traffic is increased.

Benefits:

• Increase deliverability and predictability on Vonage Network
• Reduction in False Positives
• Reassurance your number does not get blacklisted automatically
• Increase carrier visibility
• Automatic false positive reviews when detected
• Increase protection for your brand

Best Practices:

All programs in the US and CA should have the program name or brand name in every message that goes out.

Sweepstakes have special rules and regulations. You must have "STOP" on every message. 
If it is high risk campaign the Carrier Team may have it go through compliance checks with the carrier partner.

  1. Consent (Opt-In)
    The message sender must obtain proper consumer consent for each message sent. The type of
    consent that is required depends on the type of message content sent to the consumer.
    Vonage recommends obtaining a secondary “Double Opt-In” in cases where the consent was initially collected out of band, (i.e. phone call, web form, etc.). Double Opt-In is the practice of confirming an opt-in via text by requesting that the consumer reply “Yes” to confirm participation in text messaging with the business. This gives the business confidence that it has received proper subscriber consent and is protection against incorrect mobile number collection during an out of band opt-in.
  2.  Revoking Consent (Opt-Out)
    Consumers can revoke consent at any time and in any way. Consumer opt-out requests must be
    honored, whether they are made by phone call, email, or text. Vonage supports mandatory opt-out compliance by supporting the STOP keyword at the network level. This opt-out system is active
    by default across all accounts on the Vonage network. A STOP request blocks all text message
    exchanges between an individual mobile number and a text-enabled business number. A consumer
    can opt back in at any time by replying with the keyword UNSTOP.
  3.  Vonage ID Process
    Vonage Identification process is a lightweight onboarding process that allows you to submit your
    high-value customer use cases. Once the use case is approved the traffic is considered verified, and
    therefore removes any potential friction to the message delivery process. 99% of verified traffic is
    allowed and delivered.
  4. Disallowed Sending Practices
    If a message sender is observed performing any of the disallowed sending practices (continuing to
    send to opted out customer; opt-out avoidance; snowshoe sending; number cycling; URL cycling; URL redirects) then an account review should be performed. The review should result in the suspension of sending rights for a provisioned phone number; restriction of high-throughput access; suspension of provisioning rights for new phone numbers; and/or suspension of all network services.

To request verification of a toll-free number, please contact your Account Manager or email: numbers@nexmo.com.

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