Do Not Call Registry

Who should read this article: Administrators, Supervisors

Align your outbound calling with “do not call” preferences by uploading a Do Not Call list to your contact center.

Introduction

Use the Do Not Call Registry (DNCR) to prevent outbound calls to contacts who have opted out of receiving calls from your organization.

In many countries, regulators, telecom providers, or industry bodies maintain a national “do not call” list or registry. Contact centers are expected or required to check their calling lists against these registries and avoid calling numbers that are marked as “do not call.”

The Do Not Call Registry page enables you to upload DNCR (do-not-call) lists and automatically blocks outbound calls to numbers on the list.

Access and permissions

In contact centers that do not use security access groups, users with the admin role assigned have access to the Do Not Call Registry page.

In contact centers that use security access groups, the Access to Do Not Call Registry can be assigned to an access group. Users assigned to the access group may access the Do Not Call Registry page.

Enabling the Do Not Call Registry feature

To enable the Do Not Call Registry feature, navigate to Administration > System Settings, then click the Features tab. In the Do Not Call Registry section, select Enable Do Not Call Registry, then click Save.

Preparing a DNCR CSV file

To use the Do Not Call Registry feature you must first create a do-not-call list as a CSV file. Obtain the list from your DNCR provider, then add the list to your CSV file with the optional heading Number in the first row and a single number in each subsequent row, similar to this sample:

Number
447700900001
447700900002
34600123457
491601234568
393201234568
33612345679

Do Not Call Registry page

To access the Do Not Call Registry page, navigate to Outbound > Do Not Call Registry. The first time you use this page it is blank. To add your do-not-call list CSV file, click Import CSV to open the Import CSV panel.

Import CSV panel

Use the Import CSV panel to upload a CSV file containing the phone numbers in E.164 format of your do-not-call list. Drag the CSV file onto the panel or click Browse to navigate to the file on your computer.

Before the numbers are imported, they are validated using the same rules as the Number validator feature. Numbers with invalid formats are not added to the DNCR list. Click Import to upload and validate your do-not-call list.

After uploading, the Import CSV panel displays information about the CSV:

1. The file you uploaded. Click X to remove the file without importing the numbers.
2. The number of valid phone numbers.
3. The number of duplicate and invalid numbers in the file.
4. A link to download the list of invalid and duplicate phone numbers.

When you are ready, click Import to add the numbers to the Do Not Call Registry.

The Import CSV panel closes and the Do Not Call Registry page displays a count of the phone numbers in the DNCR.

Exporting the DNCR

To export a CSV file containing a list of the numbers in the Do Not Call Registry, click Export CSV.

Deleting the DNCR

To remove all phone numbers from the Do Not Call Registry, click Delete.

Updating the DNCR

Each time you import a new CSV file of phone numbers to the Do Not Call Registry, the numbers are added to the existing list.

To remove individual numbers from the list, follow these steps:

1. Click Export CSV to download a copy of the Do Not Call Registry.
2. Click Delete to clear the Do Not Call Registry.
3. Modify the exported CSV as required.
4. Click Import CSV and follow these steps to upload, validate, and import the modified do-not-call list.

How the DNCR list is applied

When the Do Not Call Registry feature is enabled in your contact center, every outbound call attempt, including manually dialed, click-to-call, and Dialer campaign calls, is checked against the list.

• If the dialed number is on the DNCR list:
  • The call is blocked before it is placed.
  • The agent sees a message explaining that the number cannot be dialed because it is on the Do Not Call Registry.
• If the number is not on the DNCR list:
  • The call continues as usual, subject to any other outbound policies or restrictions.

Extended Call Detail Records

Attempted calls to numbers that are on the DNCR are recorded in the Extended Call Details for the interaction. The System reject end reason and disposition are recorded.

Agent experience

When an agent attempts to call a number, by manually dialing the call or using click-to-call, that is on the DNCR list:

• The call does not start.
• Agent Panel displays a message indicating that the number is restricted by the Do Not Call Registry.