Article summary
Separate Viber non-registration, telecom dead numbers, formatting errors and mapping exceptions instead of treating one false or blank field as a disconnected phone.
Not registered on Viber is not the same as a telecom dead number, and a blank Excel cell is not proof that a phone is disconnected. A useful diagnosis has at least four layers: formatting, carrier status, platform registration and record relationship. Once the failed layer is known, the organization can repair data, change channel, review identity or retire the phone for the right reason.
Start with the symptom, not a verdict
“Could not send,” “no reply,” “Viber Registration returned false” and “a call failed” are different observations. They may sometimes coexist, but none substitutes for another. Support notes should capture the observation, date and channel instead of immediately setting dead_number=true.
A four-layer diagnostic table
| Layer | Typical check | Correct failure label | Cannot directly prove |
|---|---|---|---|
| Format | Country code, length, illegal characters | format_exception | The phone does not exist |
| Telecom | Dead-number or carrier evidence | telecom_status_observation | Viber account state |
| Platform | Viber Registration | viber_registration_observation | Telecom disconnection |
| Relationship | Phone, mid and CRM association | identity_conflict | Fraud or malicious intent |
Step one: confirm the spreadsheet did not damage the phone
Look for scientific notation, lost leading zeros, extensions, duplicated country codes and multiple phones in one cell. Preserve phone_raw and generate an E.164 candidate only with adequate evidence. Incomplete formats do not belong in the denominator for a platform non-registration rate.
Step two: use a telecom dead-number task for that question
If the business question is whether a phone is dead, use AIPUSH Dead Number Detection, whose fields are phone and dead-number status. Keep check date and source. Telecom status can change, and labels from separate services such as ordinary, risk or active phone must not be silently recast as a dead-number verdict.
Step three: keep Viber Registration at the platform layer
Viber Registration returns phone and registration status. Not registered is a negative observation from this platform task. It does not say the phone cannot receive calls, no longer belongs to the contact or will never be registered. Store viber_checked_at beside it.
A failed call is still not a reliable reference label
One failed attempt can result from roaming, a powered-off device, coverage, call restrictions, temporary payment issues or formatting. Without a defined telecom-status source, record call_attempt_failed and apply a review policy rather than treating the attempt as ground truth.
Number recycling creates relationship risk
A phone that becomes usable again may belong to someone else. Names, permission and old orders in a legacy CRM cannot transfer automatically to the new holder. Before resuming contact on a long-unconfirmed phone, use neutral identity confirmation and avoid exposing prior customer information.
Viber policy distinguishes non-user data
Viber’s Privacy Policy explains that a non-user phone may be processed when a Viber user authorizes contact synchronization, with an opt-out route for such data. The presence of phone information in the platform environment and registration as a Viber user are therefore not concepts an enterprise can interchange casually.
A blank workbook cell needs a reason code
- not_submitted: formatting or batch rules prevented a check.
- no_result: the task completed but no row-level observation arrived.
- not_registered: an explicit platform-negative result.
- expired: an older result exceeded its use window.
- conflict: the phone-to-CRM relationship is unresolved.
Know when to change channel and when to delete
If Viber is not registered and another permitted channel exists, route according to preference. If telecom evidence confirms disconnection, stop relying on the phone and request an update. Delete only according to the organization’s retention rule. One unavailable channel does not erase an entire customer relationship.
Keep TXT batches single-purpose
Dead Number Detection and Viber Registration receive separate TXT batches with one phone per line, different task_type values and different batch IDs. Their Excel workbooks enter different staging models so two similarly named status columns cannot overwrite each other.
The useful output is not one boolean
An enterprise needs phone_format_state, telecom_state, viber_registration_state, relationship_state, checked_at and next_action. Support agents can see what to do, while analysts avoid throwing every failure into one “dead” bucket.
The central rule is to keep every negative Viber-related result in its evidence layer. Repair formatting as data, handle telecom disconnection as a phone issue, route Viber non-registration as a channel issue and send relationship conflicts to review. None can substitute for the other three.
