Known Recent Callout Issues

Issue: Incorrect Country Name Displayed for Calls from ARCOS  

a. Cause: Calls with inaccurate country names stem from end-user providers or devices omitting the leading '1' in the caller ID from the ARCOS system. After the call leaves our system with the correct country and area code, it relies on the end user's Service Provider to accurately interpret and display the information on the recipient's device. While ARCOS Support can verify the proper number sent through logs, further investigation is typically only pursued if there is an error in our logs.  
b. Resolution Steps Taken: We have confirmed that the issues do not originate from our Service Provider.  
c. Recommended Action: Users are advised to contact their Service Providers for an investigation into the issue. Users may also save the phone number without the +1 to their contacts so it displays a specific name.   

Issue: Calls from ARCOS Going to Voicemail, Not Ringing, or Marked as Spam  

a. Cause: Service Providers utilize third-party filtering software to discern whether a call is a spam call. We cannot force a call to ring through, and our Service Providers lack control over the filtering software in use.  
b. Resolution Steps Taken: ARCOS has ensured that our numbers are registered with relevant entities to prevent blocking or filtering. However, occasional issues may persist as our system could be reported as spam by users at any time.  
c. Recommended Action: Encourage affected employees to report call issues to their providers, providing the date, time, and the originating number. The Service Provider can then investigate why the phone did not ring and verify if the call was marked as spam. 

Issue: Voicemail plays before the Answering Machine message plays on the end user’s device. 

Cause: The end user's Service Provider is sending back a result of either Live Answer or Answering Machine causing the message to begin early. This could be triggered by the filtering services mentioned above moving the call through their systems triggering an alert back to us.  
Resolution Steps Taken: We have confirmed that these results are being provided from the end user side of the call triggering the messages to be played. 
Recommended Action: Encourage employees to contact their Service Provider to determine when the call was received, and a response was sent back to our system.   

ARCOS is continuing to investigate solutions that can be implemented on our side to mitigate or reduce the amount of issues reported. We take these issues seriously and understand the impact they can have on your end users. 

We appreciate your attention to these matters, and if you have any further questions, please contact ARCOS Support.