Changing a Spam-Flagged Caller ID & Adding a Second Number

Overview

Use this SOP when a customer needs a Comms Channel-supplied number replaced because it has been flagged as spam, or needs an additional number added (for example, two caller IDs for one user to split call volume). The process applies to any platform (Yeastar, dialer and others) where Comms Channel supplies the number.

Steps to Replace a Spam-Flagged Number

Confirm the request. On the ticket, record the customer, the number being replaced, the platform, and every user who uses that number as their outbound caller ID.
Tell the customer before provisioning anything. Confirm in writing that: a new number will be issued and billed from its activation date; the old number stays active for inbound calls only for 30 days so people they called can still call back; both numbers are billed during those 30 days; and the old number is cancelled on day 30. Record their acknowledgement on the ticket.
Order the new number from Phone Dynamics using the standard process in Ordering Numbers / DIDs.
Add the new number in Splynx so billing starts on the activation date. In the comment, enter: Number change - replaces [old number] (spam-flagged) - Ticket #[ID].
Configure the new number on the customer's platform. Set it as the outbound caller ID for every affected user, and enable SMS if the old number had SMS.
Remove outbound caller ID from the old number on the same day. Keep its inbound route to the same user. Do not cancel it.
Test the change. Confirm that an outbound call shows the new number, that inbound calls to both numbers reach the user, and that SMS works on the new number (if enabled).
Record the dates on the ticket. Note the cutover date (the day outbound was removed from the old number) and the cancellation date (cutover date + 30 days). Set a ticket follow-up for the cancellation date.
On the cancellation date, request cancellation from Phone Dynamics. Email number.manager@fdx.com.au with the subject Number cancellation - [old number]. In the body, include the number, the customer name, and Number replaced due to spam flagging; 30-day return-call period complete.
Stop billing for the old number in Splynx from the cancellation date, following Service Cancellation: Ensuring Billing Stops in Splynx After Portal Cancellation.
Close the ticket once Phone Dynamics confirms the cancellation.

Steps to Add an Additional Number

Confirm the request. Record the customer, the user, the platform, and whether SMS is required.
Tell the customer that the additional number is billed monthly from its activation date, and record their acknowledgement on the ticket.
Order the new number from Phone Dynamics using Ordering Numbers / DIDs.
Add the number in Splynx. In the comment, enter: Additional number - [user] - Ticket #[ID].
Configure the number on the customer's platform as an additional caller ID for the user, and enable SMS if required.
Test outbound caller ID, inbound routing and SMS.
Close the ticket. No cancellation step is needed.

Key Notes

Item	Details
30-day rule	The ACMA Telecommunications (Telemarketing and Research Calls) Industry Standard 2017 requires a return-call number to stay available for at least 30 days from the original call. Count the 30 days from the cutover date.
Old number still used outbound	If the customer keeps calling out from the old number, the 30 days restart. Confirm outbound is fully removed before you set the cancellation date.
Billing overlap	Both numbers are billed for 30 days. This is standard policy, not a goodwill credit. Do not waive it without approval from Tim.
Splynx comment	Every new number must carry a comment linking it to the ticket and the reason. This is what creates the invoicing line.
Repeat spam flags	A new number does not fix the calling behaviour that caused the flag. Note any customer who requests a second change and escalate to Tim.
Automation	This process is planned for automation in the new billing system. Follow the manual steps until you are told otherwise.

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