Do Not Call

Do not call (DNC) lists are lists of contacts who requested that you not contact them again. This is a more permanent contact restriction than call suppression, which is meant to be short-term. DNC lists are applied to DNC groups, which can consist of one, some, or all skills in your business unitFile format associated with Microsoft Excel; may also be expressed as .xlsx. DNC lists only apply to outbound skills.

There are two separate methods and purposes for adding skills to a DNC group: to add a skill you want to scrubSkills listed under the Scrubbed tab of a DNC group honor the DNC list of that group. Before PC places a call for that skill, it checks that DNC group for conflicts and does not dial records that are on that list. against the DNC list or to add a skill that you want to contributeSkills 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 the DNC list. Adding a skill for one purpose does not automatically enable the skill for the other purpose, so you must add a skill to a DNC list twice if you want it to both contribute to and be constrained by the group's DNC list. When an agent sets a dispositionResult that the agent or system assigns to the contact when the interaction ends. that adds a DNC record to a specified skill, Personal Connection (PC) instead updates the list for the DNC group assigned to the skill, or uses the default for the business unit if the skill does not have an assigned DNC group. The default group is indicated by a green checkmark on the DNC groups list.

You can add numbers to the DNC list by any of the following methods:

  • Manually upload an Excel or .csv file.
  • Automatically using an Agent disposition.
  • Automatically using Studio actions in a script.
  • Automatically using the abandon message. When a contact presses 1 during the abandon message playback, PC adds their number to the DNC list for the default DNC group in your business unit. If you don't want to allow this behavior, you can create a custom script for the abandon treatment instead of using the abandon message.

You are responsible for ensuring your lists are current and accurate. PC scrubs lists in real time, so you cannot call a number after it has been added to a DNC list.

CXone doesn't let you upload entire national or state do not call lists to your system due to the size of the files involved. Instead, you should scrub against these lists prior to uploading your calling lists or check at dial time through call suppressionTemporarily 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.
  • Inndemnification against infringement losses.

When you add a phone number to a DNC list, 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.

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.

Do not call lists, call suppression, 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.