Set Up Do Not Call (DNC)

A do not call (DNC) list is a list of contacts that your outbound ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge is restricted from contacting, usually at the contact's request. This is a more permanent restriction than call suppression or calling list filtering, which are meant to be short-term. DNC lists belong to DNC groups. In a DNC group, you can specify which ACD skills contribute Skills listed under the Contributing tab of a DNC group help to generate the DNC list of that group. When the dialer places a call for that skill and the contact requests to be added to the DNC list, the record is added to that DNC group. Any skills in the Scrubbed tab of that DNC group cannot place calls to that record. to its DNC list and which are restricted by it—or scrub Skills listed under the Scrubbed tab of a DNC group honor the DNC list of that group. Before you or Personal Connection place a call for that skill, CXone checks that DNC group for conflicts and does not dial records that are on that list. against the DNC list. You can specify as many or as few ACD skills to the DNC group as you want as contributing, scrubbed, or both. All ACD skills are added to the tenant DNC group unless you specify otherwise as you create the ACD skill.

DNC, call suppression, and calling list filtering are similar tools that should be used for different situations:

• Use DNC to permanently stop outbound ACD skills from attempting to contact someone who has made a DNC request.
• Use call suppression to suppress calls to calling list entries based on unique criteria, but not specifically a phone number. Call suppression records include a start and end date for suppressing calls and is intended to restrict dialing for the duration or a campaign, or even longer. For example, if Big Bad Wolf, Inc. lost licensing for the state of New York, it could suppress calls to New York until it re-establishes its licensure. Big Bad Wolf, Inc. could disposition outbound calls missed due to the call suppression record with a new "NYLicenseLapse" disposition.
• Use calling list filtering to restrict contacting calling list entries within the scope of a campaign. For example, if Big Bad Wolf, Inc. wanted to hit a monthly quota early in a campaign, it could temporarily filter out low-probability prospects to focus on high-probability prospects. Big Bad Wolf, Inc. still 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.

Create DNC Groups

Required permissions: Do Not Call List Create

1. Click the app selector and select ACD.

2. Go to Lists > DNC.

3. Click Create New.

4. Give the group a DNC Group Name and, if you want, a Description.

5. Click Save.

Add Skills to DNC Groups

Required permissions: Do Not Call List Edit

1. Click the app selector and select ACD.

2. Go to Lists > DNC.

3. Click the DNC group you want to modify.

4. If you want to specify which ACD skills allow agents to add contacts to this group's DNC list:

   1. Click Contributing.
   2. In the Select the skills to be contributing to DNC table, select the checkbox of the ACDskills you want to add.
   3. Click Add.
   4. Click Save.

5. If you want to specify which outbound ACDskills are restricted from dialing contacts in DNC list of this DNC group:

   1. Click Scrubbed.
   2. In the Select the skills to be added to DNC table, select the checkboxes of the ACD skills you want to add.
   3. Click Add.
   4. Click Save.

Create DNC Lists

You have two main options for creating DNC lists: agents generating the list through dispositions Result assigned by the agent or system at the end of a voice (disposition) or digital (status) interaction. or you creating and uploading the list manually. A third possible option is to create custom scripting in Studio - contact your CXone Account Representative to employ the Expert Services team for assistance. The following two sections explain your main two options for creating DNC lists.

Set Up List Generation with Dispositions

Required permissions: Dispositions Edit, Unavailable Codes Edit, Skills Edit

If you want to create your DNC list manually, you can skip this step.

You can configure dispositions to add contacts to your DNC list. When an agent dispositions a contact with the designated disposition, CXone automatically adds the contact to the correlating DNC list.

Create the Disposition

1. Click the app selector and select ACD.

2. Go to Contact Settings > Dispositions.

3. Click Create New.
4. Enter a descriptive Disposition Name.
5. In the Classification field, select Negative - DNC - Skill or Negative - DNC - BU, depending on whether you want contacts marked with this disposition to be added to the ACD skill or tenant DNC list.
6. Click Create Disposition.
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7. If you want to create another disposition for the other DNC Classification, click Create New and repeat the previous steps for the remaining DNC Classification.
8. If you haven't already done so, create an unavailable code to be agents' state as they apply dispositions:

   1. Click the app selector and select ACD.
   2. Go to ACD Settings > Unavailable Codes.
   3. Click Create New.
   4. Enter the name of the code in the Unavailable Code Name field.
   5. Select Post Contact.
   6. If you want to change the default period of time (120 minutes) an agent can spend in an unavailable state before it automatically changes, enter the number of minutes in Agent Timeout (Min).
   7. Click Create Unavailable Code.

Apply the Disposition to the Necessary Skills

Repeat the following steps for each skill that you want to be able to use dispositions to create a DNC list.

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 the Post Contact tab. 

5. Set Post Contact Setup to Disposition. 

6. Set the State to the unavailable state you want your agent to be in during the application of the disposition.

7. Set a Max Time Limit, which determines the number of seconds allotted to the agent before CXone automatically designates the contact as No Disposition. You must also select a Timeout State, which is the state that the agent automatically changes to if they do not select a disposition in the allotted time.

   Alternatively, you can select Required to obligate the agent to disposition contacts handled through this skill.

8. In the Select Dispositions to Use with This Skill table, select your created disposition that adds contacts to the DNC list. Click Add.

9. Click Save.

Create DNC Lists Manually

Required permissions: Do Not Call List Create

You can skip this step if you set up user-generated dispositions to generate the DNC list.

The following file formats are accepted: CSV, tab-delimited TXT, XLS, or XLSX. You can also upload multiple DNC lists in a zipped (ZIP) file.

1. Open a spreadsheet editor or a text editor.
2. If you want to, use the first row to label your columns. If you're using a text editor, decide whether to separate the values with commas or tabs.
3. Create a column to contain phone numbers. Other information is helpful but not required. For example, you may want to include a column for expiration date; that is, the date when Personal Connection (PC) automatically ignores the number's presence on the DNC list. The DNC list in this example contains a phone number and an expiration date.
   View image of DNC list in a spreadsheet

   

   View image of DNC list in comma-delimited text file

   

   View image of DNC list in tab-delimited text file:

   

   When you add a phone number to a DNC list, CXone strips it of its formatting and stores the number in a universal format. This enables numbers to pass between do not call lists and calling lists without conflict.

4. Save the file as TXT, CSV, XLS, or XLSX.
5. If you want to upload many lists at the same time, repeat the preceding steps for each DNC list . Add all the files to a ZIP file.

Upload DNC Lists

Required permissions: Do Not Call List Edit

If you created dispositions to generate DNC lists, you can skip this step.

If you chose to manually create DNC lists, you must upload your DNC lists to CXone.

You can upload up to 500,000 DNC records per batch. The CXone system can keep up to 1,000,000 total active records (both calling records and do not call records) at once. If your upload passes these thresholds, your upload will fail and return an error message.

1. Click the app selector and select ACD.

2. Go to Lists > DNC.

3. Click the DNC group where you want to upload a DNC list.

4. Click the Select File button.

5. If you want the records in your DNC list to exist only in this DNC group, select Consolidate Groups.

6. Select Upload New or Select Existing, depending on whether you want to upload a new list from your computer or if you want to use a previously uploaded list.

7. Select the file you want to use and click Open or OK.

8. Click Next.

9. If you uploaded a DNC list with a header row, select the Header checkbox. Verify that the Phone Number and optional Expire Date fields are correctly mapped to your DNC list.

10. Click Next.

11. Click Done.

Configure US State-Level Do Not Call Holidays

Required permissions: Skills Edit

Some states in the US have their own laws about dates or times when companies cannot make calls. You can set up do not call holidays to comply with these laws.

You can restrict calling for the whole day or limit it to a time range. Each holiday can be assigned to one state. If multiple states have the same restriction, you must create a holiday for each state.

Do not call holidays are added at the skill level. This feature requires Personal Connection.

1. Click the app selector and select ACD > ACD Skills.

2. Click the skill you want to work with.

3. On the Do Not Call tab under US Holidays, click Add Holiday.

4. Enter the Name of the holiday.

5. Select a State.

6. Enter the Date of the holiday or click the calendar to select a date.

7. To restrict calling during certain hours on the selected date, enter the time range in the Hours fields.

8. To restrict calling for the whole day, select Closed All Day.

9. Select the Time Zone from the drop-down list.

10. Click OK.

11. Click Save at the top of the Do Not Call tab.

Other Do Not Call Tasks

• Update DNC Lists