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 does not attempt the record; however, 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. If, for instance, the contact called in to make a payment and you previously set up a call suppression script to suppress calls to records where the contact made a payment, the script adds the contact phone number to the call suppression list and withholds further outbound collection calls for the specified period of time.

The key difference between the call suppression list and the do not call list is the permanency of do not call requests. Suppression requests always have an expiration date and time and typically last for only 24 hours.

Some users incorrectly combine call suppression and do not call, but they are separate. Do not call lists are meant to be a more permanent status for a particular phone number. Suppression fulfills a temporary need to not dial records in the current calling list, and the request expires to allow future calling lists to not suppress calls to the phone number.

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 use Studio to create a more complex call suppression script or to modify a CXone-generated one. 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.

Each call suppression profile has an audit history tab that displays a table of 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.

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