Call Suppression

Call suppression enables you to temporarily suspend outbound calls and SMS messages to contacts in the contact list that meet certain criteria. It utilizes a script to suppress the calls and messages in real time. The script matches the record being presented for contacting 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 detects a match for a record, it doesn't attempt the record. Instead, it sets a dispositionClosed Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. on the record before moving on to the next. For instance, if you created a collections campaign to contact customers with overdue accounts, and 1 customer calls in to make a payment before their account was reached in the calling list, you could add this phone number as a single call suppression record. After setting the necessary time duration, the call suppression record would prevent outbound calls to this account's phone number.

Holmes Enterprises is creating a new campaign. Customers interested in cases Sherlock Holmes has recently solved are contacted with the fun facts. The calling list used for the campaign contains a column entitled Intriguing Mysteries. If the value of this column is True, the customer wants to receive information. If the value of the column is False, the customer does not want to receive information.

After the campaign starts, the manager realizes he made a mistake in the selection criteria. He doesn't want to restart the campaign. He creates a call suppression record to suspend contact to entries in the list with the Intriguing Mysteries value set to False. The record includes an expiration date for the next day, allowing time to build a new list overnight.

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

Key Facts About Call Suppression

  • Call suppression, do not call (DNC), and calling list filtering are similar tools that should be used for different situations:

    • Use call suppression to suppress calls to calling list entries based on unique criteria, but not specifically a phone number. You can set a unique disposition for a call suppression record to indicate the purpose of the temporary call suppression. Call suppression records include a start and end date for suppressing calls and is intended to restrict dialing for the duration of a campaign, or even longer. For example, if Holmes Enterprises lost licensing for the state of New York, it could suppress calls to New York until it re-establishes its license. Holmes could disposition these suppressed calls with a new "NYLicenseLapse" disposition.
    • Use calling list filtering to restrict contacting calling list entries within the scope of a campaign. For example, if Holmes Enterprises wanted to hit a monthly quota early in a campaign, it could temporarily filter out low-probability prospects. Holmes intends to contact the low-probability prospects later. Calling list filtering is also useful for restricting dialing for severe weather impacts, such as tornadoes or hurricanes.
    • Use DNC to permanently stop outbound ACD skills from attempting to contact someone who has made a DNC request.

  • You can create a basic call suppression script in CXone using the call suppression wizard, or you can use Studio to create a more complex call suppression script. You can also use Studio to modify a CXone-generated script. Once you define a script, the system executes that script each time the dialer presents a contact to the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge for calling or messaging.