Call Suppression Overview

The call suppressionTemporarily skips a contact when using the outbound dialer. feature enables you to identify records that Personal Connection (PC) should not call or send SMS or email messages. It provides a real-time script to identify records flagged for suppression. The script matches the record being presented for calling to the suppression list based on the phone number or other identifiable criteria in the record. The script can also check external sources for permission to continue. If the script finds the record, it doesn't attempt the record. Instead, it sets a dispositionResult that the agent or system assigns to the contact when the interaction ends. on the record before moving on to the next record. For instance, if you created a collections campaign to contact customers with overdue accounts, and 1 customer called 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, a do not call list, and filtering are similar tools that should be used for different situations. The following list highlights the unique differences between these 3 features:

  • Call Suppression — intended to suppress calls to entries of a calling list based on unique criteria in the calling list (not specifically a phone number). You can set a unique disposition for a call suppression record to indicate the purpose of the call being suppressed. This feature includes a start and end date for the call to be suppressed, and is intended to suppress calls for the duration of a campaign (or longer). For example, if an organization lost licensing for the state of New York, they could suppress calls to New York until re-establishing their licensure. Any suppressed call could be dispositioned with a unique "NYLicenseLapse" disposition.
  • Do Not Call List — used to stop calls to a specific phone number. DNC lists are intended to be permanent solutions for contacts who request not to be contacted.
  • Filtering — intended to filter certain calling list entries within the scope of a campaign. For example, if an organization wanted to increase productivity to hit a monthly quota early in a campaign, they could temporarily filter out low-probability prospects to focus on high value prospects. The organization still intends to contact low-probability prospects, but not necessarily right now. Another common situation for filtering is for severe weather impacts, such as tornadoes or hurricanes.

To enable call suppression, you must create a call suppression script that looks at a specific column in the calling list to determine whether to suppress the call. This script can be very simple; in fact, you can create the script in CXone using the create script wizard rather than using Studio. You can, however, use Studio to create a more complex call suppression script or to modify a CXone-generated script. Once you define a script, the system executes that script each time the dialer presents a contact to the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge for calling or messaging.

If you no longer want to suppress calls or messages to a record, and you do not anticipate that suppressing calls or messages to that record for the same reason will be a recurring event, you can remove call suppressionTemporarily skips a contact when using the outbound dialer. records from your system. Alternatively, you can modify a call suppression record and change its end date and time to stop suppression but keep the record for future use.

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.