Manage the Proactive Voice and SMS Curfew

To comply with proactive dialing and SMS messaging laws, you must set the allowed time zones for dialing in your contact center. You can do this at the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment and ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge level. You can customize the default allowable dialing time range for an ACD skill, record, or phone number to ensure your contact center doesn't dial or text outside of legal hours.

Modify Allowed Time Zones for the Tenant

Required permissions: External Business Unit View and Business Unit Time Zones Edit

1. Click the app selector and select ACD.

2. Go to ACD Configuration >  Business Units.

3. Click Time Zones.

4. If you want to add time zones to those allowed for dialing and SMS messaging in your tenant, select those time zones in the Add Time Zones table. Click Add Time Zones.

5. If you want to remove time zones from those allowed for dialing and SMS messaging in your tenant, select those time zones in the Assigned Time Zones table. Click Remove Time Zones. Click Yes in the confirmation window.

Modify Allowed Time Zones for the ACD Skill

Required permissions: Skills Edit

By default, Personal Connection (PC) can dial or send SMS messages to people in time zones configured at the tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment level. You can remove time zones allowed for dialing for specific ACD skills Used to automate delivery of interactions based on agent skills, abilities, and knowledge and add newly-enabled time zones for the tenant to ACD skills as needed.

1. If you're adding a new time zone that's not already allowed in your tenant, enable the time zone in your tenant using the preceding steps.

2. Click the app selector and select ACD.

3. Go to Contact Settings > ACD Skills.

4. Click the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to modify.

5. Click the Parameters tab.

6. Click Edit or Configure for Time Zone Bounding.

7. If you want to add time zones to the ACD skill that you've recently enabled for your business unit, do the following:

   1. Click Add in the Time Zone Bounding table.

   2. In the Time Zone window, select a Time Zone. Note that the drop-down only contains time zones you've enabled for your tenant.

   3. If you want to automatically activate calling in the time zone between certain hours, enter a start time and an end time in the range text fields. If you want to manually activate and deactivate calling and SMS messaging in the time zone, select Manual Override. Time zones marked Inactive don't show up when you view the Skill Control Queued Calls page.

      If you enable Manual Override and forget to deactivate it, you run the risk of calling people outside of legal hours.

8. If you want to remove time zones from the ACD skill, select the time zones in the Time Zone Bounding table and click Delete.
9. Click Done.

Create a Custom Time Zone

Required permissions: External Business Unit View, Business Unit Time Zones Edit, Skills Edit, and Calling List Create

You can't currently create custom time zones in CXone. However, you can implement a workaround with the same functionality by utilizing the time zones you aren't using.

In the example shown in these steps, Tom Sawyer wants to limit sales calls for fence painting to Dallas, only allowing them between the hours of 10:00 AM and 2:00 PM.

1. Choose a time zone you don't already use in your call center. Enable the time zone for your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. To do so:

   1. Click the app selector and select ACD.

   2. Go to ACD Configuration > Business Units.

   3. Click the Time Zones tab.

   4. In the Add Time Zones table, select the time zone you want to use as your custom time zone.

   5. Click Add Time Zones.

   In our example, Tom Sawyer chooses to add the E. Europe time zone, which he's not currently using and doesn't need, to the list of allowable time zones for his tenant.

   View image

   

2. Click the app selector and select ACD.

3. Go to Contact Settings > ACD Skills.

4. Click the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge you want to use the custom time zone.
5. Click the Parameters tab.
6. Click Edit or Configure for Time Zone Bounding.
7. Click Add in the Time Zone Bounding table.
8. In the Time Zone window, select the Time Zone you enabled for the tenant.

9. Calculate the difference in time between the time zone you chose and the one you want to create. Enter the start time and end time in the time span text boxes according to the difference.

   In our continuing example, Tom Sawyer wants to limit calls to Dallas to the hours of 10:00 AM through 2:00 PM. Since E. Europe is 8 hours ahead of Dallas, Tom must enter the span as 6:00 PM through 10:00 PM.

   View image

   

10. If you haven't already created a calling list, do so now: 

    Calling list files can't exceed 256 MB in size or 500,000 records. Smaller calling lists result in faster upload and fresher records. Each individual record in a calling list cannot exceed a length of 512 Unicode characters. Calling list uploads support Unicode UTF-8 encoding, which includes Chinese characters and all other languages. If you're creating or editing calling lists in Microsoft Excel, take care to preserve the UTF-8 encoding format.

    CXone strips the formatting from phone numbers in calling lists and stores the phone numbers in a universal format. This allows phone numbers to pass between calling lists and do not call (DNC) lists without conflict.

    1. Open a spreadsheet editor or a text editor.
    2. You can use the first row to label your columns. This helps with automatic field mapping when you upload the calling list. If you're using a text editor, decide whether to separate the values with commas or tabs.

    3. Create the columns for your list.

       For a Proactive Voice calling list, you must have a unique identifier column and a phone number column.

       For a Proactive SMS calling list, you must have a unique identifier column and an SMS phone number column.

       Learn more about other system fields you can map to

       Field	Details
       External ID	Required. An alphanumeric string that is the unique identification of the record.
       Score	A relative numeric value you can use to sort records a certain way. For example, if you want PC to dial one record before another, you could give the first record a Score of 1 and the second record a Score of 2 and sort the calling list by score.
       Customer Field 1 and 2	A numeric value you can use for any purpose. For example, it could be an alternate record ID or an amount due. These fields are not a method for creating custom fields in the agent application. To do that, configure the Custom Display fields in List Management PC skill parameters.
       Caller ID	The phone number you want to display as the caller ID for this contact. The number here replaces the default caller ID value set in the skill. This number can be a 10-digit number, NANP format, or E164+ phone numbers. You are required by law to display a valid phone number that contacts can use to reach you.
       Priority	A boolean value that indicates whether the record is a priority record.
       Compliance Required	A boolean value that indicates whether the record requires compliance handling.
       Time Zone	The time zone of the contact. You can use either the full name or the list of approved abbreviations for the time zone. AFT — Afghanistan Time AKST — Alaska Standard Time AST — Atlantic Standard Time ACST — Australian Central Standard Time AEST — Australian Eastern Standard Time AZOST — Azores Summer Time CVT — Cape Verde Time AMT — Caucasus Standard Time CST — Central Standard Time BTT — Bhutan Time BST — British Summer Time CET — Central European Time CEST — Central Summer European Time SBT — Soloman Islands Time BIT — Baker Island Time (Dateline) EAT — East Africa Time EAST — Easter Island Standard Time EEST — Eastern European Summer Time ESAST — E. South American Standard Time EST — Eastern Standard Time EET — Eastern European Time EGST — Egypt Standard Time YEKT — Yekaterinburg Time FJT — Fiji Time GMT — Greenwich Mean Time GNST — Greenland Standard Time GST — Gulf Standard Time HST — Hawaiian-Aleutian Standard Time IST — Indian Standard Time IRST — Iran Standard Time IST — Israel Standard Time KST — Korea Standard Time MYT — Malaysia Time MST — Mountain Standard Time MMT — Myanmar Standard Time NCAST — N. Central Asia Standard Time NPT — Nepal Standard Time NZST — New Zealand Standard Time NST — Newfoundland Standard Time KRAT — North Asia Standard Time IRKT — North Asia East Standard Time PST — Pacific Standard Time PSAST — Pacific SA Standard Time RST — Romance Standard Time MSK — Russian Standard Time SAEST — SA Eastern Standard Time SAPST — SA Pacific Standard Time SAWST — SA Western Standard Time SMST — Samoa Standard Time THA — SE Asia Standard Time SAST — South Africa Standard Time SLT — Sri Lanka Standard Time TIST — Taipei Standard Time TAST — Tasmania Standard Time TST — Tokyo Standard Time PHOT — Tonga Standard Time VLAT — Vladivostok Standard Time AWST — W. Australia Standard Time ECT — W. Central Africa Standard Time WET — W. Europe Standard Time PKT — West Asia Standard Time WPST — West Pacific Standard Time YAKT — Yakutsk Standard Time
       Preview Required	A Boolean value that indicates whether the record requires preview handling. This setting will be ignored when Deliver Numbers Serially is enabled in the PC skill or when the record is being delivered as a callback.
       Agent	Requests a specific agent to speak with the contact. The value is the agent ID.
       Override Finalization	A boolean value overriding the system finalization reason. Use it to upload a record that was previously finalized and continue dialing it. If you map this column and set a contact record to False and any previous final outcomes exist for the record on this skill, PC rejects the record. If you don't map an Override Finalization column, you can override finalized records by re-uploading them as long as the record was finalized more than two hours ago. If you upload a record that was finalized less than two hours previously, PC rejects the record. Overriding finalized records can corrupt reporting. If you want to place additional calls as a follow-up to a previous interaction, you should upload the record to a new skill and manage it as a new interaction effort.
       Call Request Date/Time	The date and time when PC begins delivering a scheduled callback to a skill or agent. The field contains both the date, time, and time zone in the following format: MM/DD/YYYY HH:MM:SS [-H:MM|Z]. For more information, see Upload Timed Call Requests in a Calling List.
       Call Request Stale Minutes	The number of minutes after the Call Request Date/Time that PC continues to try to deliver a call request before retiring it. After the stale time expires, PC finalizes the record and no longer attempts it. For more information, see Upload Timed Call Requests in a Calling List.
       Expiration Date	The date and time when the contact record expires. PC ceases all attempts to reach the contact after the specified date and time. This is an optional field that overrides the expiration date configured for the skill and the Batch Expiration Date configured for this calling list. For more information, see Set an Individual Record Expiration.
       Start Time	The number of minutes after midnight PC begins dialing the record. For example, if you want PC to begin attempting the record at 8:00 AM in a record's respective time zone, set the value in the calling list to the value of 480. If you map this field to a calling list, PC ignores the default start time for any applicable records.
       End Time	The number of minutes after midnight the dialer stops dialing the record. For example, if you want PC to stop attempting the record at 12:00 PM in a record's respective time zone, set the value in the calling list to 720. If you map this field to a calling list, PC ignores the default end time for any applicable records.

    4. Enter the data for each record in its own row.

    5. Save the file in one of the approved formats shown in the following images.

       •  XL or XLS.

         View image

         

       • Comma-delimited TXT or CSV

         View image

         

       • Tab-delimited TXT or CSV

         View image

         

11. Add a time zone column to your calling list. Assign the custom time zone to all records you want to restrict to it.

    Tom modifies his calling list to assign all numbers with a Dallas area code—214 or 972—to the E. Europe time zone.

    View image

    

12. Save the calling list.

13. Upload the calling list.

    If you're re-uploading a calling list after making critical updates, stop the associated ACD skill. Restart the ACD skill when you're done uploading calling lists.

    1. Click the app selector and select ACD.

    2. Go to Lists > Calling.

    3. Click Select File.

    4. Read the compliance agreement and click Accept to continue.

    5. Enter a List Name. Select the Upload New radio button if you want to select a new list from your computer, or Select Existing if you want to modify a list you already uploaded.

       If uploading, click Choose File. If modifying, type the File Name or click Browse. Find and select the calling list you want to upload or use. Configure any optional fields as needed.

       View image

       
       Learn more about fields in this step

       Field	Details
       List Expiration Date	The date the calling list is removed from CXone. This setting doesn't affect the expiration of the individual records in the list. To set the expiration date for the records in the list, use the Batch expiration date field in the next step of the upload wizard.
       Skill	If you want to assign the calling list to a specific ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, select one from the Skill drop-down. You cannot upload the list to a Proactive SMS skill if there is no message template assigned to the skill.
       Start Skill When Completed	The Skill you selected starts automatically when CXone finishes processing the calling list.

    6. Click Next.
    7. If you used the first row of your calling list to label the columns, select Use First Row as Column Names next to Header. Review the automatic mapping done by PC, map any unmapped fields, and configure time zone handling and an expiration date.
       Learn more about fields in this task

       Field	Details
       No time zone found?	The action CXone takes if it can't use calling list data to map a time zone to the record. CXone checks the record first for a time zone, then a zip code, then a city and state, and finally the area code of the primary phone number. If CXone can't match a time zone to the record, it takes the action you specify here:  Reject: Removes the record from eligibility for dialing. Select time zone: Attaches a default time zone to the record. Use the drop-down to select the default time zone. If you live outside of North America, or if you believe the automatic time zone mapping won't work for your calling list, designate the appropriate time zone for each record on your list. See Time Zone for a list of time zone abbreviations and full names.
       Batch expiration date	The default expiration date for all records in this batch. Once the contact expires, PC no longer attempts to reach that contact. You can specify expiration dates for individual records in the calling list by including an expiration date column in the calling list itself and then mapping the column to the Expiration Date field. The expiration occurs at the beginning of the date you select (12:00 AM).

    8. If it's not already done for you, map your phone numbers and email addresses in Map Destinations. Add and remove destinations as needed.

       If you map a phone field to a specific ACD skill, it appears under the cadence options for that skill. If you don't want to include a specific phone number in the Maximum Attempts or cadence calling order, don't map those phone number to fields. Once you map the field, you can't remove it from the cadence settings.

    9.  When the file uploads, PC displays the progress and the number of records that loaded successfully and unsuccessfully. If the calling list contains invalid records, use the following steps to fix the errors.

       1. Click Download Link in the warning box that appears.

       2. Open the file to view the problems with the upload. In this example, the record in row 6 doesn't have a phone number:

          
       3. Fix the problem in the calling list and save it.
       4. Upload the updated file.
14. If you stopped the ACD skill, restart it when you're ready for dialing.

Set the Allowable Time Range for Dialing or SMS Messaging per ACD Skill

Required permissions: Skills Edit

You can set the allowable call or SMS message time for Personal Connection (PC) for the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Note that when you configure allowable dialing and messaging time at a more granular level—for a specific record or phone number—those settings override the skill setting. To prevent dialing outside dialing curfew, PC doesn't recognize the allowable time range constraints unless you first apply a time zone.

1. Click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Click the ACD skill.
4. Click Parameters.
5. Click Configure or Edit for Cadence Settings.
6. If you haven't already set up a dialing order for the ACD skill, do the following:
   1. Click Add Cadence.
   2. Select a phone number from the Calling Order drop-down. These correspond with the phone number fields you mapped when you uploaded the calling list for this ACD skill.

   3. Set the value in Attempts to reflect the number of attempts you want the dialer to make on that number before moving on to the next number in the cadence. If you set up preview dialing, PC counts it as an attempt when an agent rejects a record.

   4. If the phone number is meant for Proactive SMS messaging, select the Final Outcome. If you set it to SMS Retry, you can configure more SMS attempts later in the cadence.

   5. Repeat the previous step until you have the attempts configured the way you want them. Set the values in the Order column to reflect the order in which you want the number types attempted. The lower the number, the sooner the dialer attempts the number.

7. Click the + time constraints link by the first entry.
8. On the Weekdays number bar, click and drag over the period of time when dialing or SMS messaging is allowed on weekdays. You can create multiple allowed time periods, if you want. Repeat the process for the Weekend number bar.
9. Click save time constraints.
10. Create time constraints as needed for other cadence entries.
11. Click Done.

Set the Allowable Time Range for Dialing or SMS Messaging per Record

Required permissions: Calling List Create

These instructions assume that each record in your calling list has a single phone number or that you want the allowable time range to apply to all phone numbers in a record. Setting the allowable dialing or messaging time range here overwrites any allowable time ranges you set for the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. Before you start, decide how you want to assign a time zone to each record. You can:

• Directly assign a time zone by including a time zone column in the calling list.
• Add a zip code or other location information that will allow the system to determine a time zone.
• Set a default time zone for records without time zones as you upload the list.

1. If you haven't already created a calling list, do so now: 

   Calling list files can't exceed 256 MB in size or 500,000 records. Smaller calling lists result in faster upload and fresher records. Each individual record in a calling list cannot exceed a length of 512 Unicode characters. Calling list uploads support Unicode UTF-8 encoding, which includes Chinese characters and all other languages. If you're creating or editing calling lists in Microsoft Excel, take care to preserve the UTF-8 encoding format.

   CXone strips the formatting from phone numbers in calling lists and stores the phone numbers in a universal format. This allows phone numbers to pass between calling lists and do not call (DNC) lists without conflict.

   1. Open a spreadsheet editor or a text editor.
   2. You can use the first row to label your columns. This helps with automatic field mapping when you upload the calling list. If you're using a text editor, decide whether to separate the values with commas or tabs.

   3. Create the columns for your list.

      For a Proactive Voice calling list, you must have a unique identifier column and a phone number column.

      For a Proactive SMS calling list, you must have a unique identifier column and an SMS phone number column.

      For a Proactive Email calling list, you must have at least an external identifier column and an email address column.

      Learn more about other system fields you can map to

      Field	Details
      External ID	Required. An alphanumeric string that is the unique identification of the record.
      Score	A relative numeric value you can use to sort records a certain way. For example, if you want PC to dial one record before another, you could give the first record a Score of 1 and the second record a Score of 2 and sort the calling list by score.
      Customer Field 1 and 2	A numeric value you can use for any purpose. For example, it could be an alternate record ID or an amount due. These fields are not a method for creating custom fields in the agent application. To do that, configure the Custom Display fields in List Management PC skill parameters.
      Caller ID	The phone number you want to display as the caller ID for this contact. The number here replaces the default caller ID value set in the skill. This number can be a 10-digit number, NANP format, or E164+ phone numbers. You are required by law to display a valid phone number that contacts can use to reach you.
      Priority	A boolean value that indicates whether the record is a priority record.
      Compliance Required	A boolean value that indicates whether the record requires compliance handling.
      Time Zone	The time zone of the contact. You can use either the full name or the list of approved abbreviations for the time zone. AFT — Afghanistan Time AKST — Alaska Standard Time AST — Atlantic Standard Time ACST — Australian Central Standard Time AEST — Australian Eastern Standard Time AZOST — Azores Summer Time CVT — Cape Verde Time AMT — Caucasus Standard Time CST — Central Standard Time BTT — Bhutan Time BST — British Summer Time CET — Central European Time CEST — Central Summer European Time SBT — Soloman Islands Time BIT — Baker Island Time (Dateline) EAT — East Africa Time EAST — Easter Island Standard Time EEST — Eastern European Summer Time ESAST — E. South American Standard Time EST — Eastern Standard Time EET — Eastern European Time EGST — Egypt Standard Time YEKT — Yekaterinburg Time FJT — Fiji Time GMT — Greenwich Mean Time GNST — Greenland Standard Time GST — Gulf Standard Time HST — Hawaiian-Aleutian Standard Time IST — Indian Standard Time IRST — Iran Standard Time IST — Israel Standard Time KST — Korea Standard Time MYT — Malaysia Time MST — Mountain Standard Time MMT — Myanmar Standard Time NCAST — N. Central Asia Standard Time NPT — Nepal Standard Time NZST — New Zealand Standard Time NST — Newfoundland Standard Time KRAT — North Asia Standard Time IRKT — North Asia East Standard Time PST — Pacific Standard Time PSAST — Pacific SA Standard Time RST — Romance Standard Time MSK — Russian Standard Time SAEST — SA Eastern Standard Time SAPST — SA Pacific Standard Time SAWST — SA Western Standard Time SMST — Samoa Standard Time THA — SE Asia Standard Time SAST — South Africa Standard Time SLT — Sri Lanka Standard Time TIST — Taipei Standard Time TAST — Tasmania Standard Time TST — Tokyo Standard Time PHOT — Tonga Standard Time VLAT — Vladivostok Standard Time AWST — W. Australia Standard Time ECT — W. Central Africa Standard Time WET — W. Europe Standard Time PKT — West Asia Standard Time WPST — West Pacific Standard Time YAKT — Yakutsk Standard Time
      Preview Required	A Boolean value that indicates whether the record requires preview handling. This setting will be ignored when Deliver Numbers Serially is enabled in the PC skill or when the record is being delivered as a callback.
      Agent	Requests a specific agent to speak with the contact. The value is the agent ID.
      Override Finalization	A boolean value overriding the system finalization reason. Use it to upload a record that was previously finalized and continue dialing it. If you map this column and set a contact record to False and any previous final outcomes exist for the record on this skill, PC rejects the record. If you don't map an Override Finalization column, you can override finalized records by re-uploading them as long as the record was finalized more than two hours ago. If you upload a record that was finalized less than two hours previously, PC rejects the record. Overriding finalized records can corrupt reporting. If you want to place additional calls as a follow-up to a previous interaction, you should upload the record to a new skill and manage it as a new interaction effort.
      Call Request Date/Time	The date and time when PC begins delivering a scheduled callback to a skill or agent. The field contains both the date, time, and time zone in the following format: MM/DD/YYYY HH:MM:SS [-H:MM|Z]. For more information, see Upload Timed Call Requests in a Calling List.
      Call Request Stale Minutes	The number of minutes after the Call Request Date/Time that PC continues to try to deliver a call request before retiring it. After the stale time expires, PC finalizes the record and no longer attempts it. For more information, see Upload Timed Call Requests in a Calling List.
      Expiration Date	The date and time when the contact record expires. PC ceases all attempts to reach the contact after the specified date and time. This is an optional field that overrides the expiration date configured for the skill and the Batch Expiration Date configured for this calling list. For more information, see Set an Individual Record Expiration.
      Start Time	The number of minutes after midnight PC begins dialing the record. For example, if you want PC to begin attempting the record at 8:00 AM in a record's respective time zone, set the value in the calling list to the value of 480. If you map this field to a calling list, PC ignores the default start time for any applicable records.
      End Time	The number of minutes after midnight the dialer stops dialing the record. For example, if you want PC to stop attempting the record at 12:00 PM in a record's respective time zone, set the value in the calling list to 720. If you map this field to a calling list, PC ignores the default end time for any applicable records.

   4. Enter the data for each record in its own row.

   5. Save the file in one of the approved formats shown in the following images.

      •  XL or XLS.

        View image

        

      • Comma-delimited TXT or CSV

        View image

        

      • Tab-delimited TXT or CSV

        View image

        
2. Add a Start Time and an End Time column to your calling list. For each record where you want to restrict dialing time, specify the Start Time and End Time as the number of minutes after midnight when the time range should start and end. For example, if you want calls to the record to begin at 9:00 AM and end at 6:00 PM, the values would be 540 and 1080, respectively.
   View sample list

   

3. Upload the calling list.

   If you're re-uploading a calling list after making critical updates, stop the associated ACD skill. Restart the ACD skill when you're done uploading calling lists.

   1. Click the app selector and select ACD.

   2. Go to Lists > Calling.

   3. Click Select File.

   4. Read the compliance agreement and click Accept to continue.

   5. Enter a List Name. Select the Upload New radio button if you want to select a new list from your computer, or Select Existing if you want to modify a list you already uploaded.

      If uploading, click Choose File. If modifying, type the File Name or click Browse. Find and select the calling list you want to upload or use. Configure any optional fields as needed.

      View image

      
      Learn more about fields in this step

      Field	Details
      List Expiration Date	The date the calling list is removed from CXone. This setting doesn't affect the expiration of the individual records in the list. To set the expiration date for the records in the list, use the Batch expiration date field in the next step of the upload wizard.
      Skill	If you want to assign the calling list to a specific ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, select one from the Skill drop-down. You cannot upload the list to a Proactive SMS skill if there is no message template assigned to the skill.
      Start Skill When Completed	The Skill you selected starts automatically when CXone finishes processing the calling list.

   6. Click Next.
   7. If you used the first row of your calling list to label the columns, select Use First Row as Column Names next to Header. Review the automatic mapping done by PC, map any unmapped fields, and configure time zone handling and an expiration date.
      Learn more about fields in this task

      Field	Details
      No time zone found?	The action CXone takes if it can't use calling list data to map a time zone to the record. CXone checks the record first for a time zone, then a zip code, then a city and state, and finally the area code of the primary phone number. If CXone can't match a time zone to the record, it takes the action you specify here:  Reject: Removes the record from eligibility for dialing. Select time zone: Attaches a default time zone to the record. Use the drop-down to select the default time zone. If you live outside of North America, or if you believe the automatic time zone mapping won't work for your calling list, designate the appropriate time zone for each record on your list. See Time Zone for a list of time zone abbreviations and full names.
      Batch expiration date	The default expiration date for all records in this batch. Once the contact expires, PC no longer attempts to reach that contact. You can specify expiration dates for individual records in the calling list by including an expiration date column in the calling list itself and then mapping the column to the Expiration Date field. The expiration occurs at the beginning of the date you select (12:00 AM).

   8. If it's not already done for you, map your phone numbers and email addresses in Map Destinations. Add and remove destinations as needed.

      If you map a phone field to a specific ACD skill, it appears under the cadence options for that skill. If you don't want to include a specific phone number in the Maximum Attempts or cadence calling order, don't map those phone number to fields. Once you map the field, you can't remove it from the cadence settings.

   9.  When the file uploads, PC displays the progress and the number of records that loaded successfully and unsuccessfully. If the calling list contains invalid records, use the following steps to fix the errors.

      1. Click Download Link in the warning box that appears.

      2. Open the file to view the problems with the upload. In this example, the record in row 6 doesn't have a phone number:

         
      3. Fix the problem in the calling list and save it.
      4. Upload the updated file.

4. If you stopped the ACD skill, restart it when you're ready for dialing.

Set the Allowable Time Range for Dialing and SMS Messaging per Phone Number

Required permissions: Calling List Create

The following instructions assume your calling list contains multiple phone numbers for a single record and that you want an individual allowable calling time range for each phone number. Setting the allowable dialing or messaging time range here overwrites any allowable time ranges you configured for the record or the ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge.

1. Click the app selector and select ACD.

2. Go to Lists > Custom Data Definitions.

3. Create a new phone number type with associated start and end time fields:

   1. Click Create New to create a new start time field.

   2. Set the Type to Integer. Give it a descriptive Field Name that indicates it's a start time field and contains the associated phone type. For example, for a new cell phone field you might call it CellStartTime. You can optionally select Value Required if you want to require that all records contain a value for this field. Personal Connection (PC) ignores default values for start and end time fields.
   3. Click Add.
   4. Click Create New to create a new end time field.
   5. Configure the end time field with all the same settings as the start time field, but with a Field Name that indicates it's for end time.
   6. Click Add.

   7. Click Create New to create a new phone field.

   8. Set the Type to Phone if you want PC to use the number for phone calls or SMSPhone if you want PC to use the number for text messaging. Enter a Field Name.
   9. In the Start Time drop-down, select the start time field you created for this phone field. In the End Time drop-down, select the end time field you created for this phone field.
   10. Click Add.
4. If you want to include other phone numbers for each record, repeat the preceding step to create phone fields with associated start and end time fields for each phone type.

5. If you want to set default start and end times for phone numbers that don't have values for the start and end time fields in the calling list, do the following:

   1. Click the app selector and select ACD.

   2. Go to Contact Settings > ACD Skills.

   3. Click the ACD skill to open it.
   4. Click the Parameters tab.
   5. Click Configure or Edit for Cadence Settings.
   6. If you haven't already set up a dialing order for the ACD skill, do the following:
      1. Click Add Cadence.
      2. Select a phone number from the Calling Order drop-down. These correspond with the phone number fields you mapped when you uploaded the calling list for this ACD skill.

      3. Set the value in Attempts to reflect the number of attempts you want the dialer to make on that number before moving on to the next number in the cadence. If you set up preview dialing, PC counts it as an attempt when an agent rejects a record.

      4. If the phone number is meant for Proactive SMS messaging, select the Final Outcome. If you set it to SMS Retry, you can configure more SMS attempts later in the cadence.

      5. Repeat the previous step until you have the attempts configured the way you want them. Set the values in the Order column to reflect the order in which you want the number types attempted. The lower the number, the sooner the dialer attempts the number.

   7. Click the + time constraints link by the first entry.
   8. On the Weekdays number bar, click and drag over the period of time when dialing or SMS messaging is allowed on weekdays. You can create multiple allowed time periods, if you want. Repeat the process for the Weekend number bar.
   9. Click save time constraints.
   10. Create time constraints as needed for other cadence entries.
   11. Click Done.
6. Click Add.

7. If you haven't already created a calling list, do so now: 

   Calling list files can't exceed 256 MB in size or 500,000 records. Smaller calling lists result in faster upload and fresher records. Each individual record in a calling list cannot exceed a length of 512 Unicode characters. Calling list uploads support Unicode UTF-8 encoding, which includes Chinese characters and all other languages. If you're creating or editing calling lists in Microsoft Excel, take care to preserve the UTF-8 encoding format.

   CXone strips the formatting from phone numbers in calling lists and stores the phone numbers in a universal format. This allows phone numbers to pass between calling lists and do not call (DNC) lists without conflict.

   1. Open a spreadsheet editor or a text editor.
   2. You can use the first row to label your columns. This helps with automatic field mapping when you upload the calling list. If you're using a text editor, decide whether to separate the values with commas or tabs.

   3. Create the columns for your list.

      For a Proactive Voice calling list, you must have a unique identifier column and a phone number column.

      For a Proactive SMS calling list, you must have a unique identifier column and an SMS phone number column.

      For a Proactive Email calling list, you must have at least an external identifier column and an email address column.

      Learn more about other system fields you can map to

      Field	Details
      External ID	Required. An alphanumeric string that is the unique identification of the record.
      Score	A relative numeric value you can use to sort records a certain way. For example, if you want PC to dial one record before another, you could give the first record a Score of 1 and the second record a Score of 2 and sort the calling list by score.
      Customer Field 1 and 2	A numeric value you can use for any purpose. For example, it could be an alternate record ID or an amount due. These fields are not a method for creating custom fields in the agent application. To do that, configure the Custom Display fields in List Management PC skill parameters.
      Caller ID	The phone number you want to display as the caller ID for this contact. The number here replaces the default caller ID value set in the skill. This number can be a 10-digit number, NANP format, or E164+ phone numbers. You are required by law to display a valid phone number that contacts can use to reach you.
      Priority	A boolean value that indicates whether the record is a priority record.
      Compliance Required	A boolean value that indicates whether the record requires compliance handling.
      Time Zone	The time zone of the contact. You can use either the full name or the list of approved abbreviations for the time zone. AFT — Afghanistan Time AKST — Alaska Standard Time AST — Atlantic Standard Time ACST — Australian Central Standard Time AEST — Australian Eastern Standard Time AZOST — Azores Summer Time CVT — Cape Verde Time AMT — Caucasus Standard Time CST — Central Standard Time BTT — Bhutan Time BST — British Summer Time CET — Central European Time CEST — Central Summer European Time SBT — Soloman Islands Time BIT — Baker Island Time (Dateline) EAT — East Africa Time EAST — Easter Island Standard Time EEST — Eastern European Summer Time ESAST — E. South American Standard Time EST — Eastern Standard Time EET — Eastern European Time EGST — Egypt Standard Time YEKT — Yekaterinburg Time FJT — Fiji Time GMT — Greenwich Mean Time GNST — Greenland Standard Time GST — Gulf Standard Time HST — Hawaiian-Aleutian Standard Time IST — Indian Standard Time IRST — Iran Standard Time IST — Israel Standard Time KST — Korea Standard Time MYT — Malaysia Time MST — Mountain Standard Time MMT — Myanmar Standard Time NCAST — N. Central Asia Standard Time NPT — Nepal Standard Time NZST — New Zealand Standard Time NST — Newfoundland Standard Time KRAT — North Asia Standard Time IRKT — North Asia East Standard Time PST — Pacific Standard Time PSAST — Pacific SA Standard Time RST — Romance Standard Time MSK — Russian Standard Time SAEST — SA Eastern Standard Time SAPST — SA Pacific Standard Time SAWST — SA Western Standard Time SMST — Samoa Standard Time THA — SE Asia Standard Time SAST — South Africa Standard Time SLT — Sri Lanka Standard Time TIST — Taipei Standard Time TAST — Tasmania Standard Time TST — Tokyo Standard Time PHOT — Tonga Standard Time VLAT — Vladivostok Standard Time AWST — W. Australia Standard Time ECT — W. Central Africa Standard Time WET — W. Europe Standard Time PKT — West Asia Standard Time WPST — West Pacific Standard Time YAKT — Yakutsk Standard Time
      Preview Required	A Boolean value that indicates whether the record requires preview handling. This setting will be ignored when Deliver Numbers Serially is enabled in the PC skill or when the record is being delivered as a callback.
      Agent	Requests a specific agent to speak with the contact. The value is the agent ID.
      Override Finalization	A boolean value overriding the system finalization reason. Use it to upload a record that was previously finalized and continue dialing it. If you map this column and set a contact record to False and any previous final outcomes exist for the record on this skill, PC rejects the record. If you don't map an Override Finalization column, you can override finalized records by re-uploading them as long as the record was finalized more than two hours ago. If you upload a record that was finalized less than two hours previously, PC rejects the record. Overriding finalized records can corrupt reporting. If you want to place additional calls as a follow-up to a previous interaction, you should upload the record to a new skill and manage it as a new interaction effort.
      Call Request Date/Time	The date and time when PC begins delivering a scheduled callback to a skill or agent. The field contains both the date, time, and time zone in the following format: MM/DD/YYYY HH:MM:SS [-H:MM|Z]. For more information, see Upload Timed Call Requests in a Calling List.
      Call Request Stale Minutes	The number of minutes after the Call Request Date/Time that PC continues to try to deliver a call request before retiring it. After the stale time expires, PC finalizes the record and no longer attempts it. For more information, see Upload Timed Call Requests in a Calling List.
      Expiration Date	The date and time when the contact record expires. PC ceases all attempts to reach the contact after the specified date and time. This is an optional field that overrides the expiration date configured for the skill and the Batch Expiration Date configured for this calling list. For more information, see Set an Individual Record Expiration.
      Start Time	The number of minutes after midnight PC begins dialing the record. For example, if you want PC to begin attempting the record at 8:00 AM in a record's respective time zone, set the value in the calling list to the value of 480. If you map this field to a calling list, PC ignores the default start time for any applicable records.
      End Time	The number of minutes after midnight the dialer stops dialing the record. For example, if you want PC to stop attempting the record at 12:00 PM in a record's respective time zone, set the value in the calling list to 720. If you map this field to a calling list, PC ignores the default end time for any applicable records.

   4. Enter the data for each record in its own row.

   5. Save the file in one of the approved formats shown in the following images.

      •  XL or XLS.

        View image

        

      • Comma-delimited TXT or CSV

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      • Tab-delimited TXT or CSV

        View image

        

8. Add columns to your calling list for each phone type, and for the start and end times for each phone type. For each phone number where you want to restrict dialing time, specify the Start Time and End Time for that phone type as the number of minutes after midnight when the time range should start and end. For example, if you want calls to the phone number to begin at 9:00 AM and end at 6:00 PM, the values would be 540 and 1080, respectively.

   View image

   This calling list example contains columns for a cell phone, work phone, and home phone, plus a start time column and an end time column for each one.

   

9. Upload the calling list.

   If you're re-uploading a calling list after making critical updates, stop the associated ACD skill. Restart the ACD skill when you're done uploading calling lists.

   1. Click the app selector and select ACD.

   2. Go to Lists > Calling.

   3. Click Select File.

   4. Read the compliance agreement and click Accept to continue.

   5. Enter a List Name. Select the Upload New radio button if you want to select a new list from your computer, or Select Existing if you want to modify a list you already uploaded.

      If uploading, click Choose File. If modifying, type the File Name or click Browse. Find and select the calling list you want to upload or use. Configure any optional fields as needed.

      View image

      
      Learn more about fields in this step

      Field	Details
      List Expiration Date	The date the calling list is removed from CXone. This setting doesn't affect the expiration of the individual records in the list. To set the expiration date for the records in the list, use the Batch expiration date field in the next step of the upload wizard.
      Skill	If you want to assign the calling list to a specific ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge, select one from the Skill drop-down. You cannot upload the list to a Proactive SMS skill if there is no message template assigned to the skill.
      Start Skill When Completed	The Skill you selected starts automatically when CXone finishes processing the calling list.

   6. Click Next.
   7. If you used the first row of your calling list to label the columns, select Use First Row as Column Names next to Header. Review the automatic mapping done by PC, map any unmapped fields, and configure time zone handling and an expiration date.
      Learn more about fields in this task

      Field	Details
      No time zone found?	The action CXone takes if it can't use calling list data to map a time zone to the record. CXone checks the record first for a time zone, then a zip code, then a city and state, and finally the area code of the primary phone number. If CXone can't match a time zone to the record, it takes the action you specify here:  Reject: Removes the record from eligibility for dialing. Select time zone: Attaches a default time zone to the record. Use the drop-down to select the default time zone. If you live outside of North America, or if you believe the automatic time zone mapping won't work for your calling list, designate the appropriate time zone for each record on your list. See Time Zone for a list of time zone abbreviations and full names.
      Batch expiration date	The default expiration date for all records in this batch. Once the contact expires, PC no longer attempts to reach that contact. You can specify expiration dates for individual records in the calling list by including an expiration date column in the calling list itself and then mapping the column to the Expiration Date field. The expiration occurs at the beginning of the date you select (12:00 AM).

   8. If it's not already done for you, map your phone numbers and email addresses in Map Destinations. Add and remove destinations as needed.

      If you map a phone field to a specific ACD skill, it appears under the cadence options for that skill. If you don't want to include a specific phone number in the Maximum Attempts or cadence calling order, don't map those phone number to fields. Once you map the field, you can't remove it from the cadence settings.

   9.  When the file uploads, PC displays the progress and the number of records that loaded successfully and unsuccessfully. If the calling list contains invalid records, use the following steps to fix the errors.

      1. Click Download Link in the warning box that appears.

      2. Open the file to view the problems with the upload. In this example, the record in row 6 doesn't have a phone number:

         
      3. Fix the problem in the calling list and save it.
      4. Upload the updated file.

10. If you stopped the ACD skill, restart it when you're ready for dialing.