STIR/SHAKEN A-Level Attestation

STIR/SHAKEN is a method of tracking the orignator of commercial calls. It's a framework mandated by the United States Federal Communication Commission (FCC) to combat illegal robocalls and caller ID spoofing. It authenticates CallerID information, helping contactsClosed The person interacting with an agent, IVR, or bot in your contact center. have more confidence in identifying who is calling them.

All US and US-territory outbound calls originating from NiCE CXone are signed with a STIR/SHAKEN attestation. The attestation confirms the caller's identity and authorization to use the calling phone number. When NiCE CXone is unable to sign calls for any reason, the platform's underlying carriers sign them, usually with A-level attestation. This service will be available for calls outside the US in a future release.

Attestation Levels

There are two levels of STIR/SHAKEN attestation:

  • A-level: Highest attestation level. Indicates to call recipients that the caller is both authenticated and authorized to use the calling number. A-level attestation is not required, but can improve answer rates for outbound calls.
  • B-level: Indicates only that the number is authenticated. It does not indicate the caller is authorized for that number. This is the attestation level that call recipients see if STIR/SHAKEN is not enabled for your system or you do not add a number to the attestation database.

NiCE CXone phone numbers and Cloud Connect numbers are updated in the attestation database weekly. You can request A-level attestation for other authenticated numbers that you're you are authorized to use. To do this, contact your NiCE CXone Account Representative via email to request adding the numbers, and to confirm you own the numbers and have the right to add them to the database. New numbers generally take one to two weeks to process in the STIR/SHAKEN attestation database.

You can view a current list of numbers in your system that have A-level attestation. These numbers appear in the Override Caller ID drop-down for your outbound voice skills.

Before You Begin

  • Talk to your NiCE CXone Account Representative to make sure that the STIR/SHAKEN feature is enabled for your system.

  • Verify that all the numbers for which you want A-level attestation are either NiCE CXone platform numbers or have been submitted to your Account Representative.

Enable Users to Manage A-Level Attestations

Required permissions: ACD > Attestations > View

To manage A-level attestations, users must have Attestations permissions.

  1. Click the app selector icon of app selector and select Admin > Security Settings > Roles and Permissions.

  2. Select the role you want to assign Attestation permissions to.
  3. On the Permissions tab, click ACD.

  4. Scroll to the ACD Configuration, then select the Attestations permissions you want users with this role to have.