Acceptable Use Policy

1. Purpose & Scope

CallingCRM provides carrier-grade voice infrastructure and automated campaign dialers designed for legitimate business engagement, customer support, and sales outreach. This Acceptable Use Policy ("AUP") establishes mandatory technical and behavioral standards for all users, organization administrators, and agents accessing our platform.

Compliance with this AUP is an express condition of using CallingCRM. Failure to comply may result in immediate suspension, permanent account termination, forfeiture of remaining wallet balances, and reporting to telecom regulatory and law enforcement authorities.

2. Regulatory Telephony Compliance

Customers are strictly obligated to ensure that all telephony traffic originated through CallingCRM complies with all applicable regional, national, and international laws, including:

• India: The Telecom Regulatory Authority of India (TRAI) Telecom Commercial Communications Customer Preference Regulations, 2018 (TCCCPR), including Distributed Ledger Technology (DLT) template compliance.
• United States: The Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR), Truth in Caller ID Act, and STIR/SHAKEN standards.
• Canada: The Canadian Radio-television and Telecommunications Commission (CRTC) Unsolicited Telecommunications Rules (UTR).
• United Kingdom & Europe: The Privacy and Electronic Communications Regulations (PECR) and GDPR opt-in standards.

3. Do-Not-Call (DNC) Registry Scrubbing

Before launching any outbound sales, promotional, or automated broadcast campaigns:

• You must scrub all calling lists against applicable National Do-Not-Call (NDNC / DNC) registries at least once every thirty (30) days or as legally required by your target jurisdiction.
• You must maintain an internal organization-level Do-Not-Call list and immediately add any recipient who requests not to be contacted.
• CallingCRM provides native DNC blacklist management in the contacts module; organization administrators must ensure that opt-out requests are respected across all teams.

4. Accurate Caller ID (CLI) & Anti-Spoofing

Zero Tolerance for Caller ID Spoofing: When placing outbound calls through CallingCRM, customers must transmit an accurate, valid, and dialable Calling Line Identity (CLI) that:

• Is legally owned by, leased to, or verified by your organization.
• Can receive return incoming calls from recipients during standard business hours.
• Is not forged, altered, or manipulated to disguise the true identity or location of the caller.
• Does not mimic emergency services (e.g., 911, 112, 100), financial institutions, or government agencies.

5. Prohibited Robocalling & Voice Spam

CallingCRM strictly prohibits the following forms of automated calling traffic:

• Unsolicited pre-recorded voice broadcasts ("robocalls") delivered to mobile phones or residential lines without documented, verifiable prior express written consent.
• Sequential or random-digit telephone dialing generators.
• "Silent calls" or "abandoned calls" where the dialer connects to a recipient but no live agent is bridged within two (2) seconds of greeting.
• Automated dialing outside of permitted local legal hours (generally before 8:00 AM or after 9:00 PM in the recipient's local time zone).

6. Debt Collection & Harassment Prohibitions

Users shall not utilize CallingCRM for abusive, intimidating, or unlawful practices, including:

• Repetitive or high-frequency dialing intended to annoy, abuse, or harass recipients.
• Violating the Fair Debt Collection Practices Act (FDCPA) or equivalent regional debt recovery guidelines.
• Using profane, obscene, or threatening language during voice calls.
• Contacting third parties (such as friends, employers, or family members of a debtor) in an unauthorized manner.

7. Predictive Dialer Pacing & Drop Rates

When utilizing our Predictive Dialer engine, administrators must ensure that dialing pacing parameters are calibrated so that the campaign abandonment rate does not exceed three percent (3%) of answered calls over any 30-day period (or lower statutory thresholds where applicable).

CallingCRM's supervisory algorithms automatically monitor drop rates. If an organization exceeds safe carrier thresholds, the system may automatically degrade predictive pacing to Progressive or Preview dialing modes.

8. Unlawful Content & Fraudulent Schemes

The platform must not be used to transmit or promote:

• Phishing scams, fraudulent tech support schemes, or fake lottery/prize claims.
• Unlicensed financial advisory, cryptocurrency pump-and-dump operations, or Ponzi schemes.
• Hate speech, defamation, extortion, or promotion of violence.
• Sale of illegal narcotics, counterfeit goods, or unlicensed pharmaceuticals.

9. System Integrity & Infrastructure Protection

Users shall not:

• Attempt to probe, scan, or test the vulnerability of CallingCRM systems or SIP trunk gateways.
• Introduce viruses, worms, Trojan horses, or malicious payloads into the CRM or webhooks.
• Subject the platform to unauthorized load tests, volumetric denial-of-service (DoS) attacks, or excessive API request flooding.
• Reverse-engineer, decompile, or copy the softphone codec routines or proprietary dialer pacing logic.

10. Monitoring, Audits & Enforcement

CallingCRM employs automated telemetry and traffic anomaly detection to identify patterns indicative of spam dialing (such as ultra-short duration calls, abnormal connect-rate failures, or sudden massive channel spikes).

We reserve the right to audit campaign logs, request proof of consent for disputed calling batches, and temporarily pause campaigns pending review. Confirmed violations of this policy will result in immediate termination of account access and permanent blacklisting of associated DIDs and IP addresses.

11. Reporting Violations & Inquiries

If you believe you have received an unsolicited robocall, fraudulent communication, or harassing phone call originating from a phone number hosted on CallingCRM, please report it immediately: