Set Up Call Suppression For Manual Outbound Phone

Call suppression lets you temporarily suspend outbound calls to contacts you specify. It uses a script to suppress the calls in real time. The script matches the phone number dialed to those specified as ones you don't want called for a certain period. The script can also check external sources for permission to continue. If the script detects a match, it doesn't permit the call. Instead, it sets a dispositionClosed Result that the agent or system assigns to the contact when the interaction ends. on the call. For instance, if you created a collections campaign to contact customers with overdue accounts, and one customer calls in to make a payment before their account was reached in the calling list, you could add this phone number as a single call suppression record. After setting the necessary time duration, the call suppression record would prevent outbound calls to this account's phone number.

Call suppression and do not call (DNC) are similar tools that should be used for different situations:

  • Use call suppression to suppress calls for a limited amount of time based on the phone number. You can set a unique disposition for a call suppression record to indicate the purpose of the temporary call suppression. 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 DNC to permanently stop outbound skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge from attempting to contact someone who has made a DNC request.

Each call suppression profile has an audit history tab that displays information about the creation and last modification of the call suppression profile. 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.

Complete each of these tasks in the order given.

Create Call Suppression Script

Required security profile permissionsScripts Create

  1. Open Studio.
  2. Click File > New. Select Phone and click OK.
  3. Drag in a Begin, Checkcallsup, Permitcall, and Suppresscall action. Connect Begin to Checkcallsup. Connect Checkcallsup to Permitcall as the NotFound branch and then separately to Suppresscall as the Found branch.
  4. Right-click Assign. Enter {_phonenum} as the Value. This prompts the script to reference the phone number when an agent is placing a call on your manual outbound phone skill.
  5. Click File > Save As. Enter a descriptive name for the script and click Save.
  6. Return to CXone.

Assign the Script to the Skill

Required security profile permissions: Skills Edit

  1. Click the app selector and select ACD.

  2. Go to Contact SettingsACD Skills.

  3. Click the skill you want to edit.
  4. Click Call Suppression.
  5. Click Edit.
  6. Select the call suppression script you created in the Script drop-down. Click Save.

Enter a Phone Number for Call Suppression

Required security profile permissions: Call Suppression Create

If you want to bulk upload multiple phone numbers for call suppression at one time, you can skip this step.

  1. Click the app selector and select ACD.

  2. Go to ListsCall Suppression.

  3. Click Create New > Single Record.

  4. In the Value field, enter the phone number you want to suspend outbound calls to. Don't include any formatting.

  5. Specify the range of time that you want calls to the number to be suppressed in the Start Date/Time and End Date/Time fields.

  6. Click Next.

  7. If you want to suppress calls from all skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, don't add any skills to the call suppression record.
  8. If you want only specific skills to suppress calls or messages to the chosen records, select those skills in the Add Skills table. Click Add Skills.

  9. Click Create.

Bulk Upload Phone Numbers for Call Suppression

Required security profile permissionsCall Suppression Create

If you created your call suppression records individually, you can skip this step.

  1. Click the app selector and select ACD.

  2. Go to ListsCall Suppression.

  3. Click Create New > Manage Multiple Records.

  4. Click Download Template. Leave this page open to use again later.

  5. Open the template in a spreadsheet or text editor.

  6. Below the header and explanation rows, enter the information about each new call suppression record in its own row.

  7. Save the file to your machine as .CSV or .XLSX.

  8. Return to the Manage Multiple Records page in CXone. Click Choose File. Find and select the file you just created.

  9. Select the File Type corresponding with the file extension you used to save the file.

  10. Select All Rows for Rows to Include.

  11. Click Upload File.

  12. If you see errors on the Data File Results page, resolve them. For example, the skill IDs for the records might be invalid. To resolve that, fix the skill IDs in the file, click Back, and re-upload the file.

  13. If no errors appear, click Close.

Other Call Suppression Tasks