Manage Call Suppression

Disable All Call Suppression

Required permissions: Call Suppression Edit

You can override all configured call suppression Temporarily skips a contact when using the outbound dialer. rules on skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge in your business unit, enabling contact without running the defined call suppression script.

1. Click the app selector and select ACD.
2. Go to ACD Configuration > Business Units.

3. Click the business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment you want to modify to open it.

4. In the Details tab, click Edit.

5. Scroll down to the Outbound Strategy section.
6. Select Suspend All Call Suppression.
7. Scroll back up and click Done.

Manage Multiple Call Suppression Records

Required permissions: Call Suppression Edit

1. Click the app selector and select ACD.
2. Go to Lists > Call Suppression.

3. Click Create New > Manage Multiple Records.

4. Click Download Existing Records. Open the file in a spreadsheet or text editor.

5. Modify the information about call suppression records as needed. Type Y in the Row Changed column of each row you modify.

   Learn more about fields in this step

    

   Field	Details
   Row Changed	If you're updating records, type Y to indicate which records you changed. This speeds up the uploading process by only re-uploading affected rows. Unchanged columns can be marked with N or left blank.
   Call Suppression ID	Skip this column. CXone generates the ID of new call suppression records as you create them, and you cannot modify the ID of an existing record.
   Value	For the calling list column you specified in the call suppression script, the value a calling list record must match to trigger call suppression.
   Start Date/Time	The date and time you want to start suppressing calls or messages to matching records in the selected ACD skills.
   End Date/Time	The date and time you want to stop suppressing calls or messages to matching records in the selected ACD skills.
   Skill ID	The numeric IDs of the ACD skills you want to suppress calls or messages to matching records. For multiple ACD skills, delimit each ID with a semi-colon. For example, 23843;23930;94755.

6. Save the file.

7. Return to the Manage Multiple Records page in CXone. In the Select File field, click Choose File.

8. Browse for the file you created. Select it and click Open.

9. Select the File Type corresponding with the file you chose.

10. If you chose not to use the Change column, select All Rows for Rows to Include.

11. If you chose to use a Change column, select Changed Rows Only for Rows to Include.

12. Click Upload File.

13. Resolve any errors that appear in the Data File Results page. For example, the skill IDs for the records might be invalid. To resolve that, fix the skill IDs in the file, then click Back and re-upload the file. If you have no errors, click Close.