Do Not Call (DNC)

A do not call (DNC) list is a list of contacts that your outbound ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge is restricted from contacting at the contact's request. This is a more permanent restriction than call suppression or calling list filtering, which are meant to be short-term. DNC lists belong to DNC groups. In a DNC group, you can specify which ACD skills contributeClosed Skills listed under the Contributing tab of a DNC group help to generate the DNC list of that group. When the dialer places a call for that skill and the contact requests to be added to the DNC list, the record is added to that DNC group. Any skills in the Scrubbed tab of that DNC group cannot place calls to that record. to its DNC list and which are restricted by it—or scrubClosed Skills listed under the Scrubbed tab of a DNC group honor the DNC list of that group. Before you or Personal Connection place a call for that skill, CXone checks that DNC group for conflicts and does not dial records that are on that list. against the DNC list. You can specify as many or as few ACD skills to the DNC group as you want as contributing, scrubbed, or both. All ACD skills are added to the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment DNC group unless you specify otherwise as you create the ACD skill.

You're required by law to comply with federal, state, and industry DNC lists. You can't manually upload the entire national or state DNC lists to your environment due to the size of the files involved. Instead, you must scrub against these lists prior to uploading your calling lists or check at dial time through call suppressionClosed Temporarily skips a contact when using the outbound dialer. using a third party service such as Gryphon. Gryphon offers several advantages, including continual updates against the latest national DNC list; consideration of state and federal limitations on calling including appropriate hours of operation; and indemnification against infringement losses.

Key Facts About Do Not Call Lists

  • You are responsible for ensuring your lists are current and accurate. CXone scrubs lists in real time, so you cannot call a number after it has been added to a DNC list.
  • You can upload up to 500,000 DNC records per batch. The CXone system can keep up to 1,000,000 total active records (both calling records and do not call records) at once. If your upload passes these thresholds, your upload will fail and return an error message.

  • If you use Proactive XS to pull contacts from a CRM, it might be better for you to manage your DNC lists in your CRM.

  • When you add a phone number to a DNC list, Personal Connection (PC) strips it of its formatting and stores the number in a universal format so that numbers can pass between calling lists and do not call lists without conflict.
  • An example of proper formatting for the expiration date and time is: 4/16/2024 02:18:42 PM.
  • When you add an ACD skill to a DNC group as contributing or scrubbed, it isn't automatically added for the other purpose. If you want the ACD skill to do both, you must add it to the DNC group twice: once from each tab.

  • DNC, call suppression, and calling list filtering are similar tools that should be used for different situations:

    • Use DNC to permanently stop outbound ACD skills from attempting to contact someone who has made a DNC request.
    • Use call suppression to suppress calls to calling list entries based on unique criteria, but not specifically a phone number. Call suppression records include a start and end date for suppressing calls and is intended to restrict dialing for the duration or a campaign, or even longer. For example, if Big Bad Wolf, Inc. lost licensing for the state of New York, it could suppress calls to New York until it re-establishes its licensure. Big Bad Wolf, Inc. could disposition outbound calls missed due to the call suppression record with a new "NYLicenseLapse" disposition.
    • Use calling list filtering to restrict contacting calling list entries within the scope of a campaign. For example, if Big Bad Wolf, Inc. wanted to hit a monthly quota early in a campaign, it could temporarily filter out low-probability prospects to focus on high-probability prospects. Big Bad Wolf, Inc. still intends to contact the low-probability prospects later. Calling list filtering is also useful for restricting dialing for severe weather impacts, such as tornadoes or hurricanes.

  • Each do not call group has an audit history tab that displays a table of information about the creation and last modification of the do not call group. You can see what was modified, when it was modified, and who did the modification. Audit history tables can become very large, so you can use search and filter tools to limit the display.