Set Up Call Suppression

Call suppression is supported in outbound phone ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge, including Proactive Voice or Proactive SMS skills and manual outbound phone skills. The setup requirements for call suppression are the same for all supported ACD skills.

Complete each of these tasks in the order given.

Create Call Suppression Script

Required permissions: Skills Edit, Scripts Create/Edit

The script instructs CXone to check a specific column in the calling list to determine whether the interaction should be suppressed or not. You specify the value you want suppressed in the call suppression record in the next step. You can create a basic call suppression script in CXone(see the next task) or a more complex one in Studio.

  1. Open Studio.
  2. Click File > New. Select Phone and click OK.
  3. Drag in a Begin, Checkcallsup, Permitcall, and Suppresscall action. Connect Begin to Checkcallsup. Connect Checkcallsup to Permitcall as the NotFound branch and then separately to Suppresscall as the Found branch.
  4. Right-click Assign. Enter {_phonenum} as the Value. This prompts the script to reference the phone number when an agent is placing a call or sending a message on your ACD skill.
  5. Click File > Save As. Enter a descriptive name for the script and click Save.
  6. Return to CXone.

Assign the Script to the ACD Skill

Required permissions: Skills Edit

  1. Click the app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click the ACD skill you want to edit.
  4. Click Call Suppression.
  5. Click Edit.
  6. From the Script drop-down, select the call suppression script you created in Studio. Or, click Create a new script to use the basic CXone script:
    1. Type a descriptive name for the script in Script Name.
    2. Enter the exact name of the calling list column you want to use for suppression in Field Name.
    3. Click Create.
  7. Click Save.

Enter a Record for Call Suppression

Required permissions: Call Suppression Create

If you want to bulk upload multiple records for call suppression at one time, you can skip this step.

  1. Click the app selector and select ACD.

  2. Go to Lists > Call Suppression.

  3. Click Create New > Single Record.

  4. In the Value field, enter the phone number you want to suspend outbound calls to or the value you want records to match in the column you specified for your call suppression script. Don't include any formatting.

  5. Specify the range of time that you want calls to the number to be suppressed in the Start Date/Time and End Date/Time fields.

  6. Click Next.

  7. If you want to suppress calls from all ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge in the tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment, don't add any ACD skills to the call suppression record.

  8. If you want only specific skills to suppress calls or messages to the chosen records, select those skills in the Add Skills table. Click Add Skills.

  9. Click Create.

Bulk Upload Call Suppression Records

Required permissions: Call Suppression Create

If you created your call suppression records individually, you can skip this step.

  1. Click the app selector and select ACD.

  2. Go to Lists > Call Suppression.

  3. Click Create New > Manage Multiple Records.

  4. Click Download Template. Leave this page open to use again later.

  5. Open the template in a spreadsheet or text editor.

  6. Below the header and explanation rows, enter the information about each new call suppression record in its own row.

    Screen capture of a call suppression spreadsheet with three records

    Field

    Details
    Call Suppression ID Skip this column. CXone generates the ID of new call suppression records as you create them, and you cannot modify the ID of an existing record.

    Value

  7. The phone number you want to temporarily suppress outbound calls to. Don't include formatting.

    		8.
    Start Date/Time The date and time you want to start suppressing calls to the phone number from the selected ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge.
    End Date/Time The date and time you want to stop suppressing calls to the phone number from the selected ACD skills.
    Skill ID The numeric IDs of the ACD skills you want to suppress calls or messages to matching records. For multiple ACD skills, delimit each ID with a semi-colon. For example, 23843;23930;94755.

  8. Save the file to your machine as .CSV or .XLSX.

  9. Return to the Manage Multiple Records page in CXone. Click Choose File. Find and select the file you just created.

  10. Select the File Type corresponding with the file extension you used to save the file.

  11. Select All Rows for Rows to Include.

  12. Click Upload File.

  13. If you see errors on the Data File Results page, resolve them. For example, the ACD skill IDs for the records might be invalid. To resolve that, fix the skill IDs in the file, click Back, and re-upload the file.

  14. If no errors appear, click Close.