Call Suppression

Call suppression lets you temporarily suspend outbound calls and SMS Short Message Service; also known as text messaging. messages to contacts The person interacting with an agent, IVR, or bot in your contact center. that meet certain criteria. For example, you might have a collections campaign A grouping of skills used to run reports. for contacts with overdue accounts. If one contact made their payment before their account was reached in a calling list, you could add this phone number as a single call suppression record. This would ensure that the contact did not unnecessarily receive a call or message about their overdue account.

Call suppression works using three components of CXone Mpower:

Call Suppression Record: A spreadsheet with information about the contacts you don't want to call or message, like their phone number. Here you can also choose to suppress calls and SMS messages through all skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge. or specific skills.
Studio Script: When an outbound call or SMS is made to a suppressed phone number, a Studio script checks the calling list for the phone number. If it finds a match, it doesn't attempt the call or message. Instead, it sets a disposition Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. on the record before moving on to the next.
ACD Skill: In a skill's settings, you select the call suppression script. When an agent selects the skill to start an outbound call or SMS, the call suppression script runs and checks whether the phone number is suppressed.

By default, the system matches the contact's phone number between the call suppression record and the outbound calling list. You can change this in the ACD skill's settings or the Studio script when setting up call suppression. If you're comfortable with scripting, you could also check external sources in the call suppression script for permission to continue.

Holmes Enterprises is creating a new campaign. Customers interested in cases Sherlock Holmes has recently solved are contacted with the fun facts. The calling list used for the campaign contains a column entitled Intriguing Mysteries. If the value of this column is True, the customer wants to receive information. If the value of the column is False, the customer does not want to receive information.

After the campaign starts, the manager realizes he made a mistake in the selection criteria. He doesn't want to restart the campaign. He creates a call suppression record to suspend contact to entries in the list with the Intriguing Mysteries value set to False. The record includes an expiration date for the next day, allowing time to build a new list overnight.

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.

Key Facts About Call Suppression

Call suppression, do not call (DNC), and calling list filtering are similar tools that should be used for different situations:
- Use call suppression to suppress calls to calling list entries based on unique criteria, but not specifically a 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 of a campaign, or even longer. For example, if Holmes Enterprises lost licensing for the state of New York, it could suppress calls to New York until it re-establishes its license. Holmes could disposition these suppressed calls with a new "NYLicenseLapse" disposition.
- Use calling list filtering to restrict contacting calling list entries within the scope of a campaign. For example, if Holmes Enterprises wanted to hit a monthly quota early in a campaign, it could temporarily filter out low-probability prospects. Holmes 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.
- Use DNC to permanently stop outbound skills from attempting to contact someone who has made a DNC request.
You can create a basic call suppression script in CXone Mpower using the call suppression wizard, or you can use Studio to create a more complex call suppression script. You can also use Studio to modify a CXone Mpower-generated script. Once you define a script, the system executes that script each time the dialer presents a contact to the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. for calling or messaging.