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A subscriber files a complaint: they’re getting harassment calls displaying their own number as the caller ID. The carrier has to trace the call origin, verify the SHAKEN attestation, mitigate at the SBC for the subscriber’s number, and file the formal complaint with the originating carrier and the FCC’s Robocall Mitigation Database. The support agent’s assignment is to progress the complaint with evidence: identify the reported calls, assemble the authorized trace data, coordinate specialist review and approved mitigation, then prepare the subscriber response or carrier escalation. Use the support loop to define technical and external-reporting handoffs.

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Systems involved

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Technical playbook

1

Pull the offending calls

Copilot reads the subscriber complaint, identifies the affected DID, and pulls the last 48 hours of inbound calls to that DID from Homer. Three calls match the spoofing pattern.
2

Inspect the SHAKEN attestation

For each call, Copilot extracts the Identity header from the INVITE, decodes the JWT, and checks the attestation level. Two are A-attested by a known transit carrier; one is C-attested with no traceback information.
3

Verify the certificate chain

Through the verification service, validate that the signing certificate chains to a Certified STI-PA root and that the cert is not revoked. The A-attested calls validate; the C-attested call has a valid cert but minimal accountability.
4

Identify the originating carrier

Look up the OCN in the FCC Robocall Mitigation Database. The transit carrier is reputable; the originating party shows as a discount international gateway with a thin RMD filing.
5

Mitigate immediately

SSH to the SBC. Add a temporary rule for the subscriber’s DID: block inbound calls where the calling number matches the called number. The rule is narrow — it does not affect any other subscriber.
6

Notify the subscriber

Copilot drafts a Kayako reply: we traced the calls, applied a block, here’s what STIR/SHAKEN told us, here’s what we can and can’t do about the upstream source. Reviewed and sent.
7

File the upstream complaint

Through Gmail, draft a formal complaint to the transit carrier’s robocall mitigation contact: example call IDs, Identity header contents, attestation level, evidence of harassment pattern. The transit carrier’s response time SLA is logged.
8

Optional: FCC escalation

For repeat-offender originating parties (saved as memories from prior incidents), file the FCC consumer complaint as a courtesy escalation with the same evidence pack.
9

Watch for recurrence

Configure a supported follow-up workflow for the agreed watch period, with permission to check the relevant call evidence. Define whether a confirmed recurrence reopens the ticket through an available integration or creates a human task to do so. Include the prior investigation in the handoff.

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Support outcome

  • The subscriber complaint is linked to the call evidence and the specialist’s confirmed findings.
  • Approved mitigation and any carrier escalation are recorded with their actual status.
  • The subscriber receives a clear response, and recurrence follow-up has an explicit owner and configured process.

Memories and search

Save repeat-offender OCNs and patterns for next-time correlation.

Procedures

Spoofing complaint triage with DID as the argument.