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Third Party Software

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New in 9.0.025.05

This release contains the following new feature and enhancement:

  • When Partitioning is enabled, Outbound Analytics dashboards now display data only for the active partition.

New in 9.0.025.04

This release contains the following new features and enhancements:

  • The new partitioning functionality allows the split of outbound objects in a tenant to logical sections (partitions). Different departments can now store objects under different partitions, so that administrators can only operate with objects (for example, campaigns and contact lists) belonging to their department.
  • CX Contact now supports optional preprocessing of the input file before the List import is executed.
  • In the Outbound Schedules dialog, CX Contact UI now supports a condition based on the statistical value in the sequential and instant Schedule commands.
  • Call Result Records dashboard in Outbound Analytics now contains the new Boolean field isFinal.
  • The CX Contact login screen can now contain optional user-specified information about the environment you are logging into.
  • Small exported *.csv files are now handled correctly for List Automation Jobs of type Export Analytics.
  • Negative values are now supported for the Selection rules expressions.
  • CX Contact now expects the where query parameter in the GET /contacts API request to be encoded with a Base64 format.
  • In the List Automation Jobs output file, the name generation for patterns of type <fixed name>_MMDDYYYY is now processed correctly.

New in 9.0.024.04

This release contains the following new features and enhancements:

  • CX Contact now supports Enterprise Redis 6 over TLS.
  • CX Contact now supports PostgreSQL 12.x, Redis 6.x, and Elasticsearch 7.6.
  • CX Contact now supports PostgreSQL 11.
  • It is now possible to optionally utilize basic authentication on CX Contact HTTP or HTTPS connections to Elasticsearch.
  • The new Disposition Code field has been added to the mandatory Contact Lists fields.
  • You can now apply a Dialing Filter to a specific Calling List. A Dialing Filter can be applied to lists in unloaded or in active or running Campaign Groups.
  • When creating or editing a schedule you can now select the Time in state (Advanced) condition. This new condition enables you to configure the Set Time interval and state for a specific campaign group.
  • It is now possible to use a SSH Private Key (or combined SSH Private Key and Password) authentication methods to access the remote SFTP Server.
  • Device Mask is now supported for the Selection (Contacts) rule. It is now possible to define a Selection (Contacts) rule that operates over a Device Mask field.
  • The end user can now create a filter using only mobile phone numbers from the input list.
  • For SMS outbound campaigns, the list of keywords for help and stop signals has been expanded with the following additional keywords (in any letter case):
    • help: 'aide'
    • stop: 'arret' and 'unsub'

New in 9.0.023.06

This release includes only resolved issues.

New in 9.0.023.04

This release contains the following new feature and enhancement:

  • The Campaign Group Event Record Dashboard now contains data that indicates when pre-loading was started and completed for each Campaign Group.

New in 9.0.023.03

This release contains the following new features and enhancements:

  • CX Contact is now capable to decrypt PGP files encrypted with older PGP encryption standards.
  • CX Contact analytics Call Result Records index now contain ChainID, ChainN, and ClientID data fields.
  • The Attempt Rule can now be configured to govern attempts at specific time periods during the day. For example, an Attempt Rule can be configured to run 2 attempts in the morning (9am - 2pm), 1 in the afternoon (2pm - 4pm), and 2 in the evening (4pm - 9pm).
  • Compliance Tools Improvements
    • All Compliance Tools have been significantly extended to include the ability to define the scope of each compliance rule for a particular country and for subdivisions by regions, states, and provinces within a defined country.
    • The Contact Times rule can now work in strict Contact Times mode (applied during pre-loading by the Campaign Manager), and apply a Disposition Code.
    • The Contact Times rule can now support device position and device type configuration options.
    • Attempt Rules can now work in a Today time interval and apply a Disposition Code.
    • Attempt Rules now support device position and device type configuration options.
    • Location Rules now support device position and device type configuration options.
    • The Custom Timezones Table has been extended to include the ability to optionally define the exchange code for each Timezone mapping.
    • Custom Compliance rules can now apply a Disposition Code.

New in 9.0.022.04

This release contains the following new feature:

  • From the Settings > Security page you can now view information about the uploaded public key algorithm and the public key expiration date.

New in 9.0.022.03

This release contains the following new features and enhancements:

  • The DB field name of every Contact List field is now located under its respective column header when using List Details Viewer. When working with SQL use the DB field name to query the correct DB fields. For additional information, see Contact List Import.
  • You can now filter the List Details View according to the following free-form SQL entries. For additional information, see the SQL row in the List Details View table.
    • Where - An SQL filtering expression applied to the selected contact list.
    • Order By - An SQL ordering expression applied to the selected contact list.
  • You can now hide/show columns in the List Detail View. For more information, see the Important note in the Contact List Import section.
  • A summary of the number of contacts and devices in the entire contact list and in the selected filtered view is now provided above the List Details View you. For additional information, see List Details View
  • All List Details View filtering rules, and selection rules (contact and advanced) are accessible from the *Rule* drop-down list. As a result, you can now apply previously created filtering and selection rules to view previous results. For additional information, see the Rule row in the List Details View table.
  • The records in the List Details View are now automatically color grouped. Each color represents a different customer. Since each customer can have more than one device, the colors enable you to view which records belong to the same customer. For additional information, see the Important note under the List Details View table.
  • The Copy Contact option now includes a Copy as Callback option that enables you to maintain the callback information (that is, agent name, the date and time the callback occurred, and the type of callback) when a contact is copied to a new contact list. For more information, see Apply to Record Options Defined
  • Custom Compliance rules created using custom expressions can now be validated before they are saved and applied to campaign groups.
  • You can now create a filtering rule from the List Details View. Using this option, you can now test and validate SQL queries against uploaded contact lists and save the active query as a filtering rule for future use. For additional information, see the SQL row in the List Details View table.
  • CX Contact Analytics now supports HTTPS connection to Elasticsearch.
  • You can now view the import history of lists imported when working with List Automation. The new Activity Type field will show the List Automation value if imported by SFTP automation.
  • Campaign dashboard statistics now include the number of successful contact attempts during an active session and the total number of successful contact attempts for the selected campaign group. Note: The Aggregation of Delivered, Not Delivered and Not attempted will always match the total contact list size.

New in 9.0.021.05

This release includes only resolved issues.

New in 9.0.021.04

This release contains the following new features and enhancements:

  • When a Contact list encoded with PGP-encryption (that is, secured encryption) is selected, a closed padlock icon is displayed and all of the list options are disabled. Previously, the encoded Contact list details were visible and the list options were enabled.
  • The local timezone is now displayed in the CX Contact user interface at all times. The local timezone is configured in the CX Contact Settings page.
  • When working with List Automation you can now export analytics data to a .csv file via SFTP.
  • You can now incorporate special characters (white-space, @, -, and so on) in the List Automation SFTP directory.
  • The Agent Callback Error call result now includes a new action type: AssignToGroup. AssignToGroup redistributes the callback to another agent in the agent group if the original agent is unable to initiate the scheduled callback. This option is only available when the call result is: agent callback error.
  • Interactions that are cancelled during pre-loading and pre-dial validation are stored in Outbound Analytics with Blocking rule and Blocking Suppression list information.
  • The Settings > Security tab now includes a new Use strict sign out option. When this new option is enabled, users will be forced to sign out of the CX Contact UI every time the browser page is closed.
  • You can now select to show/hide individual columns in the Outbound Analytics Custom Table panel.
  • It is now possible to calculate the duration between two different date timestamps in the Outbound Analytics Custom Table panel.

New in 9.0.020.05

This release contains the following new features and enhancements:

  • The Settings tab now includes a strict-logout option. When enabled this option forces the user to be logged out of the CX Contact UI as soon as the browser is closed.
  • The Analytics Histogram panel now supports X-Axis labels to show date and time ranges.
  • The CX Contact UI now supports a Secure with encryption option when creating or editing a List Automation Job.

New in 9.0.020.03

This release contains the following new features and enhancements:

  • A new CX Contact Dashboard (Outbound Analytics) has been added for the new Schedules index.
  • An Attempt rule can now be defined using the Agent Disposition code. As a result, when an attempt is made to initiate an interaction, the attempt can be counted according to its Disposition value. This allows for greater granular control over agent and customer interactions.
  • The Schedules menu was added to CX Contact. With Schedules you can now configure instant and sequential events by determining when dialing is active. This new option enables you to:
    • Schedule when a campaign group starts/finishes.
    • Schedule a campaign group to run for a specified period of time or until a specific statistic is achieved.
    • Sequence campaign groups. For example, starting one campaign group when another campaign group closes at a defined time.

New in 9.0.020.01

This release includes only resolved issues.

New in 9.0.019.01

This release contains the following new features and enhancements:

  • PGP encryption for data in transit is now supported. Contact Lists, Suppression Lists and Analytics exports can now be PGP encrypted to secure data during upload and download from CXContact.
  • It is now possible to create custom Compliance rules. Using JS expression users can create Bespoke Compliance rules and enable apply these rules to Campaign Groups in the same way standard Compliance rules are applied.
  • When editing a campaign group the Contact list dropdown menu is now listed in alphabetical order.
  • Analytics now provides a format configuration option for managing Time conversion for the time and duration fields. For example, milliseconds can be rounded seconds, or seconds with a decimal place to 1 or 2 or 3 positions.
  • Improvements have been made to the List Automation user interface to support SFTP over MPLS with new file server, directory and public key fingerprint options.
  • All drop down menu options are now listed alphabetically. This includes all menus found in Campaign Group, Upload rule, Label, Contact attempt, Suppression and Session Profiles.
  • Advanced Selection rules that are built using Visual Editor are now converted in SQL when a user disables the visual editor to access free-form SQL advanced options.
  • To enable detailed event logging a new Trace connection attempt option was added to List Automation.
  • An exported List Rule can now be imported into CX Contact.
  • Table panel has been enhanced to support custom column options.

New in 9.0.018.01

This release contains the following new features and enhancements:

  • Users can now select to view the Label column in the Create/Edit contact list preview screen.
  • When configuring a filtering rule, users can now select an ascending or descending order using a slider widget instead of a drop-down list.
  • Users can now configure the Caller ID Set modal window using a slider widget instead of a checkbox.
  • When a Selection rule is selected in the List Rules table, the right side of the view now includes field names. Previously, the view only included Other values.
  • Importing Contact Lists with Splitting rules now takes less time. The process was optimized in the List Builder.
  • You can now download and export a Selection Rules as a .JSON file.
  • A new Non-Geographic option has been added to the drop-down list for the Device Mask field option while creating/editing advanced selection rules.
  • Device Escalation check boxes for Answer Machine Delivery have been replaced with drop/connect switches.
  • The Advanced button in the Delivery Option section of the Treatment tab has been replaced with a more prominent button.
  • The CX Contact Analytics PDF Export document option now includes additional details. The PDF now includes a Report title, Dashboard name, Index name, and the report's time frame.
  • User-defined Other1-OtherN fields of type string can be added to the CX Contact Analytics Device Import Detail Records Dashboard.
  • CX Contact now checks for Non-Geographical numbers during the pre-loading phase of a campaign group.
  • A Non-Geographical numbers filter option was added to the Dialing Profile filter options.
  • CX Contact now supports a Caller ID set (with multiple Caller List IDs (CLI) instead of a single CLI assigned to the Campaign Group.
  • When configuring a Dialing Profile you can now select a Caller ID set (includes multiple CLI), instead of the single CLI assigned to the Campaign Group level.
  • Selection Rules can now identify the validity of devices.
  • CX Contact Analytics SMS/EMail Records Dashboard now supports storing the final state of the SMS Aggregator in the providerReceipt field. This field enables users to review the final SMS delivery state as it was received from the SMS Aggregator.
  • For auditing purposes an invalid device can now be imported into a Target Contact list. As a result, records are not rejected during the import process.

New in 9.0.000.17

This release contains the following new features and enhancements:

  • Due to the nature of LIFO (Last in First Out) campaigns, Time Remaining statistics are not displayed in the UI.
  • During the editing of an active/running Campaign Group, all Dialing Profile options that only take effect after a campaign group restart are now either disabled or show a “campaign is running” prompt when trying to edit.
  • Labels can now be exported and imported.
  • Campaign Groups / Dialing Profiles now support LIFO (Last In First Out) Dialing modes.
  • Outbound Analytics now displays a yellow warning ribbon and a red error ribbon.
  • A new Found In column has been added to the Suppression List Table view. That is, when you search for a suppression record the target Suppression List in which the match was found is now shown in the results.
  • A new Search option is now available for all drop-down menus.
  • Outbound Analytics—It is now possible to export panels to a .csv file.
  • Outbound Analytics—It is now possible to export panels and dashboards to a .pdf file.

New in 9.0.000.16

This release contains the following new features and enhancements:

  • Searching for records in suppression lists now supports multiple list search options. Previously, only one suppression list was available to search against.
  • The Treatments view no longer appears as a modal window. A new Summary tab has also been added to the sub-menu.
  • In Analytics, a new sumtable panel is now available.
  • A new treatment Copy Contact has been added to the list of available Retry Options. The Copy Contact treatment can be applied to the call result or disposition code and allows to copy an active contact into a different contact list either as General or as Rescheduled.

New in 9.0.000.15

This release contains the following new features and enhancements:

  • In the Campaign Template > Dialing Profile and Campaign Group > General tabs the Wireless filter has been renamed Mobile and a new Landline filter option has been added.
  • Location rules now support an asterisk wildcard as part of the postal code.
  • The Contact List table now includes a Caller ID column.
  • Horizontal scrolling is now supported for the User Actions Dashboard > Audit Panel.
  • The Analytics Dashboard > Terms Panel now supports more than one field.
  • When working with CX Contact Analytics you can now apply Time Picker settings to each field.
  • The Control Panel has been removed from the Dashboard Configuration options.
  • When importing a Contact List you can now search for the correct Upload Rule > Custom Splitting option.
  • An exported Data Mapping schema can now be imported into CX Contact.

New in 9.0.000.14

This release contains the following new features and enhancements:

  • List Builder now nullifies binary characters during ingestion.
  • When editing a contact list, the Caller ID is now displayed and can be modified.
  • Contact Time rules are no longer limited to 15-minute increments. You can now specify a value (in Minutes) in the Minutes option.
  • It is now possible to manually delete contact information records from a suppression list.
  • When creating a List Automation job for exporting contact lists, it is now possible to select a Use label option. This option replaces the Other1-OtherN fields with the field names from the associated list labeling schema.
  • It is now possible to configure the Time format on an Analytics dashboard.
  • When downloading a contact list from the User Interface, CX Contact now replaces the Other1-OtherN user-defined fields with the field labels assigned to the contact list.
  • CX Contact Analytics now includes a new User Actions index to audit user events. The system administrator can now track who did what and exactly when.
  • When importing a contact list, you now see a progress bar in the Size column. The progress bar displays the current status of the import process.
  • A yellow warning icon was added next to problematic services in the About Help > Current Version section of the User Interface.
  • The CX Contact Analytics SanKey panel can now support additional parameters. Previously, this panel only supported three parameters.
  • You can now edit a CX Contact Analytics dashboard label. This new option enables you to define each system field value name.
  • The User Interface now supports a tabular layout, meaning that pages now open in new tabs, allowing you to easily switch back and forth between tasks. Previously, the current page closed when you navigated to a new page within the User Interface.

New in 9.0.000.12

  • The following enhancements have been made to the Analytics tab:
    • The navigation bar now continually floats at the top of the Analytics tab screen. This allows the user to access the navigation bar without scrolling to the top of the page.
    • You can now save multiple dashboard views per Elasticsearch index.
    • You can now resize each Analytics tab panel when editing the panel. To resize the panel, move the cursor to the edge or corner of the panel and use the double-headed arrow to increase or decrease the size.
    • You can now rename a panel after it is created.
  • The Call wait connected timeout option is now a permanent option on a campaign object's Advanced tab. Users can now easily and quickly set a maximum value for the timeout by seconds option.
  • When you create or edit a Selection rule with a Device1 - Device10 field type, the following two new operators are now available.
    • is valid
    • is not valid
    These operators provide device validation during ingestion against the Genesys Integrated Global Numbering plan.
  • Custom Time Zone is now stored as a script object within configuration server. As a result, you can now control permissions and access the Custom Time Zone objects.
  • When configuring a suppression list, you can now specify the duration of the record retention. This means that records added to the suppression list will be retained within that suppression list for the period of time they are configured and automatically purged at the end of that duration.

New in 9.0.000.11

  • CX Contact now includes support for the SMS channel. More specifically, you can use the CX Contact user interface to do any of the following:
    • Create SMS outbound alert templates for one-way text messaging campaigns.
    • Create and modify message content for initial outbound messages, opt-out/stop responses, and help responses.
    • Personalize message content (for example, greet the customer by name).
    Note: This functionality is available to Cloud customers only.
    Refer to the Create an SMS Template page in the CX Contact Help manual for more information.
  • CX Contact now includes support for the Email channel. More specifically, you can use the CX Contact user interface to do any of the following:
    • Create outbound email alert templates.
    • Use a built-in visual editor to create message content (text and images) or upload an HTML file that contains the message content.
    • Personalize message content (for example, greet the customer by name).
    • Add an Unsubscribe option.
    Note: This functionality is available to Cloud customers only.
    Refer to the Create an Email Template page in the CX Contact Help manual for more information.
  • When a contact uses the Opt-out or Unsubscribe option within a text message or email, the record is automatically added to a contact suppression list, called CXContactSMSOptOut and CXContactEmailOptOut, respectively. These suppression lists have the following characteristics:
    • The type is set to Device.
    • The suppression list is set to Required.
    • The suppression list Never expires.
    • The suppression list cannot be deleted.
    Note: This functionality is available to Cloud customers only.
  • You can now use the Analytics tab in the user interface to create custom dashboard views of the following Elasticsearch data:
    • Device imports
    • Pre-loading events
    • Campaign Group events
    • Call results
    • Contact history
    • SMS/Email events

New in 9.0.000.10

This release includes only resolved issues.

New in 9.0.000.09

  • CX Contact now supports call treatments based on disposition codes. In the event a treatment is defined for both a call result and a disposition code, CX Contact gives priority to the disposition code when applying the call treatment. Refer to the Delivery and Retry Options page in the CX Contact Help manual for more information.
  • For call treatments (Retry Options), the Apply to Record menu now includes a Suppress option that allows you to suppress a record (by client ID or by phone number) that meets the treatment criteria. When you select this option, you must specify a suppression list for the suppressed record from the new Suppression List menu, which contains all suppression lists set to Never expire. Refer to the Delivery and Retry Options page in the CX Contact Help manual for more information.
  • CX Contact now supports historical reporting of unattempted (suppressed) records through Elasticsearch and Genesys Info Mart. Once CX Contact writes the data to an Elasticsearch index, Genesys Info Mart extracts the data and transforms it into Genesys Info Mart LDR_* tables.
    For detailed information about this functionality, refer to the Integrating CX Contact with Genesys Historical Reporting page in the CX Contact Deployment Guide.
  • On the General tab of a dialing profile, campaign template, and campaign group, a new Filtering Rule menu replaces the following menus:
    • Labels
    • Contact Order
    • Ascending/Descending
    A filtering rule encompasses all of these options.
  • On the Campaigns dashboard, the List Size field has been renamed List Size/Devices, and the Filtered field has been renamed Contacts Filtered/Devices Filtered. The previous release (9.0.000.08) introduced the new Devices and Devices Filtered statistics but excluded updates to the field names.

New in 9.0.000.08

  • A new filtering rule allows you to sort and order contact data within in a contact list. Unlike upload rules and selection rules, a filtering rule can be applied while a campaign group is running. It does not have to be applied at the time a list is being uploaded to CX Contact.
    The Filtering Rule option replaces the Contact Order option on the General tab of a dialing profile, campaign template, and campaign group.
    Related Documentation: Filtering Rules
  • There are now two types of upload rules:
    • Contacts - The selection rule applies to a contact list.
    • Suppression - The selection rule applies to a suppression list.
    Related Documentation: Upload Rules
  • There are now three types of selection rules:
    • Contacts - The selection rule applies to a contact list.
    • Suppression - The selection rule applies to a suppression list.
    • Advanced - The selection rule applies to a contact list export and filtering rules. When defining the filtering criteria for this type of rule, you can now define an SQL WHERE clause in place of the standard visual editor.
    Related Documentation: Selection Rules
  • On the Campaigns dashboard, the Filtered cell now includes the total number of filtered devices from the contact list, in addition to the total number of filtered records. The count is displayed as Records Filtered/Devices Filtered. Related Documentation: View Campaign Statistics
  • On the Campaigns dashboard, the List Size cell now includes the total number of devices contained in the contact list, in addition to the total number of unique records. The count is displayed as Record Count/Device Count. Related Documentation: View Campaign Statistics
  • On the campaigns dashboard, the Expand All option, which is used to view campaign groups and contact lists associated with each campaign template, now functions as follows:
    • Click Expand All once to view all campaign groups associated with each campaign template.
    • Click Expand All again to view all contact lists associated with each campaign group.
    The Collapse All functionality remains unchanged. Related Documentation: Search or Filter Campaign Statistics
  • Contact lists exported from CX Contact now include compliance classification data for each device (record in chain), including:
    • Wireless
    • Duplicate Position
    • Duplicate List
    • International
    • Ends in 00
    • Ends in 000
    • TPS/DNC
    • Toll Free
    • Duplicate Contact
    • Contains Extension
    • VoIP
  • Contact lists exported from CX Contact now store all devices associated with each record in a chain.
  • You can now create a campaign group against an individual campaign template using the More Actions menu (displayed as an ellipsis) on the Campaigns dashboard. When you do this, the campaign template and associated parameters will automatically populate on the New Campaign Group page. Related Documentation: Create a Campaign Group
  • You can now duplicate attempt rules and location rules. The duplicated rule will inherit all settings from the original rule, but you can change any or all of them. If you do not change the name of the rule, it will inherit the name of the original rule, with _duplicate# appended to it. Related Documentation: Compliance Tools
  • The user interface now contains a context-sensitive Help tool that enables you to view Help content relative to the page you're viewing in the user interface. To access the tool, click the question mark icon in the top right-hand corner of the user interface.
  • The width of each menu on the General tab for a dialing profile, campaign template, and campaign group has increased by 50%.

New in 9.0.000.07

  • On the Treatment tab for a dialing profile, campaign template, or campaign group, you can now specify a URI to a stored SCXML treatment script. When you do this, the system applies all treatment configuration defined in the SCXML treatment script and ignores all treatment configuration previously defined in CX Contact.
    For more information, refer to the SCXML-based Treatments page.
  • The new data mapping feature is an alternative to using an input specification file to map contact data to fields in a CX Contact contact list. You can create a data mapping schema for either a fixed-position file or a delimited file and then apply the schema to a list being imported into CX Contact via manual import or via list automation.
    For detailed instructions, refer to the Create a Data Mapping Schema page.
  • For call treatments, the Increment retry option is no longer a mandatory option. Previously, if you selected Retry in from the Apply to Record menu, you had to define an increment value.
  • On the Campaigns dashboard, an icon now displays to the right of a campaign group name to indicate the type of dialing mode the campaign group uses. When you hover over the icon, the name of the dialing mode and associated dialing parameters display in a text box.
    For more information, refer to the Create and Manage a Campaign Group page.
  • The media control icons on the Campaigns dashboard have increased in size and have changed in color. In addition, a new status bulb displays next to the media controls to indicate the status of the campaign group.
    For more information, refer to the Create and Manage a Campaign Group page.

New in 9.0.000.06

  • You can now use the List Automation feature to schedule a contact list export. The file is exported out of CX Contact and sent to a remote FTP directory.
    For a complete description of this feature, refer to the Create and Manage List Automation Tasks page in the CX Contact Help manual.
  • The new Device Escalation feature enables you to do any of the following when records in a contact list contain more than one device:
    • Identify which device(s) should be contacted.
    • Specify the order in which the devices should be contacted.
    • Specify how to handle answering machine detection - drop the call, deliver the call to an agent, or send the call to a DN for treatment (for example, leave a pre-recorded message).
    For a complete description of this feature, refer to the Apply Device Escalation page in the CX Contact Help manual.
  • In the Timezone source field, a new option, called Explicit, enables you to select a specific time zone for records in a contact list. When you apply this option, the system ignores all Contact and Device time zone assignments, so we do not recommend this option if your contact list contains international numbers or countries with multiple time zones.
    For more information, see the Time Zone Assignment page in the CX Contact Help manual.

Compliance Advisory

Federal and State Prohibitions and Exemptions for Calls During a State of Emergency

In view of recent developments related to the spread of the COVID-19 virus and declarations by the federal and some state governments of a State of Emergency, you should be aware of the impact of those declarations on your ability to legally make calls and send text messages in compliance with the Telephone Consumer Protection Act (TCPA) and state telemarketing rules.

On the federal level, no blanket extraordinary prohibitions are indicated, but the Federal Communications Commission (FCC) has carved out an exemption from its regular provisions for auto-dialed calls, prerecorded messages, and text messages made for emergency purposes.

Calls made for emergency purposes are defined as “calls made necessary in any situation affecting the health and safety of consumers.” These emergency calls do not require prior express consent of the called party. The FCC has made it clear that “the legislative history of the TCPA indicates a congressional intent to interpret the term ‘emergency’ broadly rather than narrowly.” Therefore, calls made to communicate information regarding the Corona virus and its impact on consumers and employees likely fall outside of the TCPA’s prior express consent requirements.

For example, calls to residential landlines that deliver a healthcare message from an entity covered by the Healthcare Insurance Portability and Accountability Act (“HIPAA”) are completely exempt and can be made without the consent of the called party.

Calls to mobile phones using an auto dialer or an artificial or prerecorded message that deliver a healthcare message from a HIPAA-covered entity are still subject to TCPA liability but only require prior express consent, rather than prior express written consent. Such consent may be shown by the call recipient having provided his or her mobile number at the time of treatment. In order to qualify as a “healthcare message” it must “deliver a health care message” as that term is defined under HIPAA (“care, services, or supplies related to the health of an individual”).

In order to fall within the exclusion, these calls must relate to one or more of the following:

  • Appointments and exams
  • Confirmations and reminders
  • Wellness checkups
  • Hospital pre-registration instructions
  • Pre-operative instructions
  • Lab results
  • Post-discharge follow-up
  • Prescription notifications
  • Home healthcare instructions

Additional conditions that must be met in order to qualify as a “Healthcare Message”:

  • A call must be sent only to the mobile number provided by the patient.
  • A call or text cannot be charged or counted against the limits of the mobile plan.
  • Name and contact information of the healthcare provider must be stated at the beginning of the call or included in the text message.
  • Messages must be concise (one minute or less for calls; 160 characters or less for text messages).
  • Only one call or text message may be made per day and no more than three per week.
  • Messages must offer recipients an easy way to opt-out of future messages and such requests must be honored immediately.
  • A call must comply with HIPAA privacy rules.

As for state rules, two states, Louisiana and New York, have been particularly aggressive in establishing prohibitions of unsolicited telemarketing calls during States of Emergency. Originally intended to be applied during extreme weather emergencies, these laws generally define unsolicited telemarketing sales calls as any telemarketing sales call other than a call made in response to an express written or verbal request by the customer or in connection with an established business relationship, which has not been terminated by either party. In New York, business-to-business and business-to-consumer calls are prohibited. In Louisiana, the prohibition only extends to business-to-consumer calls.

There are exemptions from these state rules. In New York, political and survey calls are exempt because the restriction only applies to an “unsolicited telemarketing sales call”, for example, a call that is for the purpose of inducing payment or the exchange of any other consideration for any goods or services. In Louisiana, exemptions include solicitations in response to an express request, solicitations in connection with an existing debt or contract, existing business relationship calls, non-profit, polling, political activity, and appointment setting.

Information in this advisory is compiled from state and federal websites, as well as a variety of independent legal and advisory sources. Genesys does not provide legal advice. Be sure to consult your own counsel for legal advice.

CX Contact

Important

CX Contact 9.0 entered End of Life (EOL) on April 30, 2024. It enters End of Maintenance (EOM) on October 30, 2025 and reaches End of Support (EOS) on April 30, 2026. If you have questions, contact your account representative.

Important

COVID-19 NOTICE

Click to see Federal and State Prohibitions and Exemptions for Calls During a State of Emergency


An omnichannel outbound campaign management solution that helps build better customer relationships

CX Contact is an omnichannel, outbound campaign management solution that enables you to proactively reach out to your customers in an agile and fully compliant way. It's designed to be easily managed by the business user, providing the agility your organization needs when it comes to how and when to communicate with customers and prospects.

CX Contact is equipped with a built in self-service, email and SMS content management system that enables easy and repeated use of pre-set campaign strategies. The list manager needs no database manipulation skills, and allows the users to easily set profiles and segments to leverage different contact strategies and channels. Every uploaded contact record enriched with global compliance data, enables the business users to consistently manage all regulatory requirements in global, regional or local level.

Proactive informational and personalized outreach not only creates long-lasting relationships, it can also help your operations by decreasing the volume of inbound calls into your contact center. When it comes to your outbound strategy, omnichannel engagement is critical because highly personalized, timely and relevant notifications sent using your customer’s preferred channel, makes engaging easy and drives customer loyalty.

What's New

CX Contact is part of 9.x, which can include component releases from 9.1.x, 9.0.x, and 8.5.x code streams. Use the table below to check which component releases are part of 9.x.

All 9.x products 9.x CX Contact Release Notes
Product Component Latest Starting

CX Contact

CX Contact

9.0.030.04

9.0.000.06


Release Notes

CX Contact 9.0.x Release Note

Documentation

CX Contact Help
Learn how to use the CX Contact application.

CX Contact Deployment Guide
Learn how to complete an on-premise deployment of CX Contact.

More Release Information

Other Genesys Resources

Legal Notices

This page was last edited on July 8, 2024, at 05:17.
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