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Compliance Tools

Allowed Contact Times by Region

Regional compliance rules define the period of time in which messaging attempts can be made for each region included in a sub-campaign. Regardless of the time frame for your sub-campaigns and the hours of the contact center, contact attempts will be made only during the configured time frame for a given region.

Do Not Contact Dates

Date compliance rules define dates on which no messaging attempts can be made. The Do Not Contact Date period is midnight to midnight, and will suppress all attempts on all devices on that date, regardless of timezone. If a pass is running, and a Do Not Contact Date is defined for the current day, the pass will finish, but no pending passes will start.

These rules are configured by your enterprise administrator in the Enterprise Account and apply to all accounts in the enterprise.

Do Not Contact Location Rules

Contact Location rules suppress contact attempts using the location of each contact to determine whether to suppress. For example: “suppress all attempts to area codes 617 ad 781,” or “suppress all attempts to postal codes FIQQ 1ZZ, TKCA 1ZZ, and BIQQ 1ZZ.”

Each location rule is made up of the following attributes:

  • Location rules are enclosed in a rules tag with a type attribute of Contact. For example: <rules type=”Contact”>. Attempt rules are enclosed in a rules tag with a type attribute of Contact Attempt. For example: <rules type=”ContactAttempt”>.
  • name: The rule name must be unique within the account and rule type, and may contain letters, digits, hyphens, and underscores, and spaces.
  • required: The rule may be required (true) or optional (false).
  • priority: Rules also have a priority from 1 (highest) to 999 (lowest). The priority assigned to each rule within an account must be unique within its type. The priority controls the order in which rules are executed. In general, the best practice is to give rules that will cause the most suppressions the highest priorities.
  • type: The Location of the attempt may be based on the device (Device) or the contact (ClientId). Device-based location is done simply using the telephone number. Contact-based location is done using the contact time zone information that is stored on the contact at the time each contact is loaded. (Whether or not the contact time zone functionality is in use is not relevant.)
  • passTypes: Location rules also have media types (a.k.a. pass types) associated with them, which allows you to apply location rules to attempts for only a specific channel, or to attempts for all channels. If no media types are specified in a rule, then the rule applies to all media types.The possible media types are:
    • Voice
    • Dialer
    • Preview
    • Text
    • Email
  • Each rule must contain one location attribute, which may contain one or more values. For example, a rule could specify area codes and 617 and 781. In this case, the contact would be suppressed if any of the area codes match. It is technically possible to specify more than one different location-related attribute within a single rule (for example, states and area codes). However, this use case is not currently supported (and such rules cannot be created or displayed in the rule UI). the following location attributes:
    • regions
    • areaCodes
    • timeZone
    • countries
    • postalCodes
  • For each contact attempt, location is determined as follows, based on the location type in use in each rule:
Location Type Device Contact
Postal code

Postal code must be in rule in format pc:02420.

Postal code must be in other6 in format pc:02420.
Area code

Only North America area codes are supported.

Area code of phone number
Time zone

Time zone must be in rule in format America/NewYork.

Time zone of phone number Time zone must be in other7 in format tz:America/NewYork.
Region

Region must be in rule in format US-MA. Only U.S. and Canada regions are supported.

State or province of phone number Postal code and country code must be populated on contact (other6 and other5)
Country

Country must be in rule in format US.

Country of phone number Country code must be in other5 in format cc:US.

Postal code must be in other6 in format pc:02420 (U.S. and Canada only) or time zone must be in other7 in format tz:America/NewYork (any country).

Location Rule – XML Examples

Example 1

This example contains a single optional location rule called “myrule” which will suppress contact attempts where the device is located in the America/New_York time zone.

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<compliancerules>
   <rules type="Contact">
       <rule name="myrule" required="false" priority="2">
           <attribute name="type">
               <value>Device</value>
           </attribute>
           <attribute name="timeZones">
               <value>America/New_York</value>
           </attribute>
       </rule>
   </rules>
</compliancerules>

Example 2

This example contains two location rules. The first one is a required time zone rule, and applies to all channels. The second one is an optional region rule, and applies only to text.

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<compliancerules>
   <rules type="Contact">
       <rule name="tzrule" required="true" priority="2">
           <attribute name="type">
               <value>Device</value>
           </attribute>
           <attribute name="timeZones">
               <value>America/New_York</value>
           </attribute>
       </rule>
       <rule name="regionrule" required="false" priority="3">
           <attribute name="type">
               <value>Device</value>
           </attribute>
           <attribute name="passTypes">
               <value>Text</value>
           </attribute>
           <attribute name="regions">
               <value>US-MA</value>
           </attribute>
       </rule>
   </rules>
</compliancerules>

Example 3

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<compliancerules>
   <rules type="Contact">
       <rule name="tzrule1" required="true" priority="2">
           <attribute name="type">
               <value>Device</value>
           </attribute>
           <attribute name="passTypes">
               <value>Dialer</value>
               <value>Preview</value>
           </attribute>
           <attribute name="areaCodes">
               <value>617</value>
               <value>781</value>
               <value>207</value>
           </attribute>
       </rule>
       <rule name="regionrule" required="false" priority="3">
           <attribute name="type">
               <value>Device</value>
           </attribute>
           <attribute name="passTypes">
               <value>Text</value>
           </attribute>
           <attribute name="regions">
               <value>US-MA</value>
           </attribute>
       </rule>
   </rules>
</compliancerules>

Using Rules

Once the desired rules have been created (in the account, the enterprise account, or both), they are available for use by campaigns. Using compliance rules involves choosing which rules will be applied for a sub-campaign. Compliance rules can be chosen on the settings for a campaign, as well as for individual sub-campaigns that are created within those campaigns. Any compliance rules chosen for a campaign become the default choices for new sub-campaigns, but of course those choices can be overridden when new sub-campaigns are created.


How Rules are Applied

Each sub-campaign that is running has some combination of enterprise and account rules in affect (required rules plus any additional rules that are chosen). Just prior to each contact attempt, these rules are executed against the contact and device in the following order:

  • Enterprise location rules (highest to lowest)
  • Account location rules (highest to lowest
  • Enterprise attempt rules (highest to lowest)
  • Account attempt rules (highest to lowest)

For a given attempt, once a rule is triggered (i.e. it causes a suppression), no further rules are evaluated.

If escalation is being used in the sub-campaign, then a Device type suppression will allow the escalation of that contact to continue on to the next device (for contact-based escalation) or contact pass (for contact pass escalation). On the other hand, if an attempt is suppressed by a Contact type rule, the entire contact is suppressed, and no further escalation of that contact will occur in the sub-campaign.


Attempt Rules

Use Attempt Rules to specify certain conditions that, when met, suppress a contact attempt.

To add an attempt rule:

  1. Click the Attempt Rules tab and click New.
  2. If the rule is required, check the Required box.
  3. Indicate the priority of the rule by entering any positive whole number not already used.
  4. From the Rule scope menu, specify if the rule will apply to the Enterprise, the Account, or a Campaign.
  5. Enter the rule parameters in the Do not contact if: fields: For example: Do not contact if 3 or more Inbound or Outbound attempts have been made in the last 4 Hours.
  6. Specify the Channels that apply. You can specify All.
  7. Specify the devices to include in the Count attempts using: field
  8. In the To/From: fields, enter the applicable location or area codes.

History Suppression Rules

Use History Suppression Rules to suppress contacts based on the results of previous attempts.

To add a history suppression rule:

  1. Click the History Suppression tab and click New.
  2. If the rule is required, check the Required box.
  3. From the Rule scope menu, specify if the rule will apply to the Enterprise, the Account, or a Campaign.
    • Enterprise - the contact attempt will be suppressed if an attempt has been made by any sub-campaign in the Enterprise within the specified number of days.
    • Account - the contact attempt will be suppressed if an attempt has been made by any sub-campaign in the Account within the specified number of days.
    • Campaign - the contact attempt will be suppressed if an attempt has been made by any sub-campaign that was run under the current campaign.
  4. Select the number of days for which a contact attempt is to be suppressed. The current day, Today, is day 0, starting at midnight in the contact's local time. Therefore, if you select 2 days and it is currently Thursday in the contact’s time zone, they will not be attempted if they were attempted at any time on Thursday, Wednesday, or Tuesday.

Contacts that, based on this setting, are suppressed in this sub-campaign are also suppressed in any sub-campaigns that are scheduled to run in the future, regardless of how far in the future they are scheduled. For example, if you have a sub-campaign already scheduled 14 days later, none of the contacts suppressed in this sub-campaign will be called by the one scheduled 14 days later.

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This page was last modified on 12 April 2018, at 07:45.