Manage Do Not Call (DNC)

Change the Default DNC Group for the Tenant

Required permissions: External Business Unit Edit

All ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge requiring a do not call (DNC) group are automatically assigned to the business unitClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment DNC group unless you manually change it for the ACD skill. You can change which DNC group is the default for your contact center.

  1. Click the app selector and select ACD.

  2. Go to ACD Configuration > Business Units.

  3. In the Details tab, click Edit.

  4. Scroll down to the Outbound Strategy section.
  5. Click the Default Do Not Call Group drop-down and select the DNC group you want to be the default.
  6. Click Done.

Update DNC Lists

Required permissions: Do Not Call List Edit, Skills Edit

You can update an existing do not call (DNC) list by downloading the current DNC list, updating it, and uploading the updated list as a new file for the target DNC groups. Because the unique ID of each contact remains the same, CXone updates the records with the changes instead of creating new records.

If you upload a modified DNC list that expires current DNC records, CXone considers them to be new but expired records. This means that the original records remain functional—those numbers don't reactivate in calling lists where the DNC list already applies. However, calling lists you upload in the future can dial them.

The following method is best if you want to map columns other than Phone Number and Expiration Date. If you only need these 2 columns, you can use the built-in wizard by selecting a DNC group and clicking Select File. If you use the following steps, CXone may automatically fill certain fields, such as Contact Id.

  1. Click the app selector and select ACD.

  2. Go to Lists > DNC.

  3. Click the DNC group whose DNC list you want to update.
  4. On the Details tab, click Download > Active Only. Leave this browser open so you can return to it later.
  5. Open the file and make your changes. Save your changes as a new file and give it a new file name.

  6. Return to the DNC file you have open in CXone. Click Select File.

  7. Select Upload New. Click Choose File and select the updated DNC list. Click Next.
  8. Verify the Field Mapping fields are correctly mapped to the columns of your updated DNC list. Correct the mappings as needed. Click Next.
  9. Click Done.