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Compliance Tools

This article describes the compliance tools used to restrict contact attempts. The compliance tools include the following:

Attempt Rules

Use the Attempt Rules option to specify certain conditions that, when met, suppress a contact attempt. The following conditions can make up an Attempt Rule:

Required Indicate whether the rule is Required. If a rule is Required, CX Contact will apply it to all new and existing campaigns, even ones that are currently running. If a rule is not Required, it is considered an Optional rule and must be manually applied to all applicable campaigns. You do this when you create or modify a new campaign template or campaign group. See the instructions below.
Priority Reserved for future use. Editing this parameter will not yield any results in CX Contact.
Rule Scope Specify if the rule should be applied at the Tenant level or at the Campaign Group level.
Do Not Contact if Fill in the values for the contact attempt rule. For example, Do not contact if 4 attempts have been made in the last 5 hours.
Call Results Define the attempt rule by call result status. By default, the following 12 call results are pre-selected.
  • Busy
  • No Answer
  • Answering Machine
  • Fax Detected
  • Overflowed
  • Abandoned
  • Dropped
  • Dropped No Answer
  • Silence
  • Answer
  • Wrong Party
  • Wrong Number

Refer to the Call Results table on the Delivery and Retry Options page for a description of each call result.

Count Attempts Using Indicate whether to count previous attempts only:
  • To the same Client ID
  • To the same Device
  • To the same Client ID/Device combination - for example, if two people share the same phone number but have different accounts, this option allows you to control attempts for each person.
To/From Specify the location of previous attempts (that otherwise meet the conditions above) to count. If not specified, previous attempts to anywhere (using the current Client ID or Device, as specified above) are counted. (Note that unlike Location Rules, this refers to the location of the previous attempts being counted, not the location of the current attempt.)
How to enable

On the Attempt Rules tab, select New and specify the parameters as described in the table above.

The new rule will appear on the Attempt Rules page and it will populate in the Attempt Rules section when you create or edit a campaign object (dialing profile, campaign template, or campaign group).

CXC AttemptRules CG.png

Notice that you only see the Required rules, meaning that those are the rules that are automatically applied to all new and existing campaigns because you checked Required when you set up the rule.

If you don't want to apply a Required rule to a campaign object, you must return to the Compliance Tools page and uncheck Required for that rule. You cannot deselect a Required rule when you create or edit the campaign object.

If you want to add Optional rules (rules that weren't marked as Required) to the campaign object, click Change and select the rules from the list. The Optional rules will appear alongside the Required rules. You can click the X next to the name of any Optional rule to remove it.

CXC RemoveAttemptRule.png

Edit, Delete, or Duplicate an Attempt Rule

On the main Attempt Rules page, use the Actions menu next to any Attempt rule to do any of the following:

  • Edit - Click the pencil icon.
  • Delete - Click the trash can icon.
  • Duplicate - Click the document icon. The Duplicate Attempt Rule dialog box opens with the settings from the original rule populated. You can change any or all of them. If you do not change the name of the Attempt rule, it will inherit the name of the original Attempt rule, with _duplicate1 appended to it.

Custom Time Zones

Use the Custom Timezones option to assign a time zone to phone numbers containing a specific country code and area code. For example, you can assign the EST time zone to all national rate phone numbers.

The video below walks you through a typical business scenario, or you can continue reading to learn how to enable this feature.

How to enable
  • Option 1: On the Custom Timezones tab, click New and then specify the country code, area code, and time zone that should be applied.
  • Option 2: On the Custom Timezones tab, click From file to import a CSV file containing a list of time zones that should be applied. This file does not require any headings, and once the file is imported into CX Contact, each record from the file will appear as a separate entry in the list of custom time zones, as follows:
CXC CustomTZImport.png

Edit or Delete Custom Time Zone Rules

On the main Custom Time Zones page, use the Actions menu next to any rule to edit or delete the rule:

  • Edit - Click the pencil icon.
  • Delete - Click the trash can icon.

Location Rules

Location rules suppress contact attempts based on the location of a contact or device.

The video below walks you through a typical business scenario, or you can continue reading to learn how to enable this feature.

Each Location rule is made up of the following attributes:

Name The rule name must be unique within the account and rule type, and may contain letters, digits, hyphens, and underscores, and spaces.
Required Specify if this is a Required rule. If a rule is Required, CX Contact will apply the rule to all new and existing campaigns, even ones that are currently running. If a rule is not Required, it must be manually applied to all applicable campaigns. You do this when you create or modify a campaign object. See the instructions below for more information.
Priority Reserved for future use. Editing this parameter will not yield any results in CX Contact.
Determine location by The location of the attempt may be based on the Device or the Contact.
Do not contact locations

Specify the locations that should be suppressed:

  • Regions - For each region, you can suppress by Wireless, Do Not Contact (DNC), or All, which includes landlines.
  • Time zones - CX Contact will look for the specified time zone to determine the location.
  • Country codes - CX Contact will look for the specified country to determine the location.
  • Area codes (appears only if you selected Device in the Determine location by field) - Enter the area codes, separated by commas. CX Contact will look for the Device's area code to determine the location.
  • Postal codes (appears only if you selected Contact in the Determine location by field) - Enter the postal codes, separated by commas. CX Contact will look for the contact's postal code to determine the location.
  • Anywhere - CX Contact suppresses all contacts, regardless of location.
How to enable

On the Location Rules tab, select New and specify the location attributes as described above.

The new rule will appear on the Location Rules page and it will populate in the Location Rules section when you create or edit a campaign object.

CXC LocationRules CG.png

Notice that you only see the Required rules, meaning that those are the rules that are automatically applied to all new and existing campaigns because you checked Required when you set up the rule.

If you don't want to apply a Required rule to a campaign object, you must return to the Compliance Tools page and uncheck Required for that rule. You cannot deselect a Required rule when creating or editing a campaign object.

If you want to add Optional rules (rules that weren't marked as Required) to the campaign template or campaign group, click Change and select the rules from the list. The Optional rules will appear alongside the Required rules. You can click the X next to the name of any Optional rule to remove it from that campaign template or campaign group.

CXC RemoveRule.png

Edit, Delete, or Duplicate a Location Rule

On the main Location Rules page, use the Actions menu next to any Location rule to do any of the following:

  • Edit - Click the pencil icon.
  • Delete - Click the trash can icon.
  • Duplicate - Click the document icon. The Duplicate Location Rule dialog box opens with the settings from the original rule populated. You can change any or all of them. If you do not change the name of the Location rule, it will inherit the name of the original Location rule, with _duplicate1 appended to it.

Contact Times (by Region)

Use the Allowed Contact Times by Region option to define allowable calling windows for each day of the week for a given region. Contact attempts to your contacts in those regions will be limited to the time frame you define on each day, regardless of your contact center hours and campaign time frames. For example, if you have campaigns running from 8AM to 9PM local time, and you restrict attempts in New York to 9AM to 7PM, no attempts will be made to anyone in New York until 9AM, and they will end at 7PM.

The video below walks you through a typical business scenario, or you can continue reading to learn how to enable this feature.

The following types of restrictions are available for any given region:

  • Unrestricted - allows contact attempts to occur in accordance with the start and end time specified for that campaign group.
  • Select Hours - allows you to explicitly define the hours for making contact attempts for that day. If for example, you are restricting contact attempts from 9AM to 7PM, select 9AM from the Start menu, and select 7PM from the End menu.
  • No Contact - When you select this option, no contact attempts will be made to the affected region on the specified day.
CXC ContactTimes.png
How to enable

On the Contact Times tab, select New->Contact Time and specify the following:

  • The affected region
  • The type of restriction being imposed
  • The allowable start and end times that calling is allowed (used only if you selected SelectHours as the restriction type)
Tip
If each day of the week will have the same allowable contact times, check All days have the same contact time when creating the new rule.

Edit or Delete Contact Times Rules

On the Allowed Contact Times by Region' page, use the Actions menu next to any rule to edit or delete the rule:

  • Edit - Click the pencil icon.
  • Delete - Click the trash can icon.

Contact Dates

Use the Do Not Contact Dates option to specify a date in which contact attempts cannot take place. This will apply to any device in the account and will be effective for 24 hours (midnight to midnight, local to the device).

Important
If a Do Not Contact Date is defined for the current day, all running campaigns will continue, but active campaigns for that day will not run.
How to enable On the Do Not Contact Dates tab, add a Label (for example Christmas Day) and select the associated date (for example December 25).

Delete Contact Dates Rules

You cannot edit a Contact Dates rule - the only option is to delete the existing rule and create a new one with a different date or label. To delete the rule, check the box next to the rule name and click the trash can icon.


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This page was last modified on November 30, 2018, at 11:06.