Do Not Call list management

Last Updated : May 09, 2024 |
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Do Not Call (DNC) lists have contact information of those customers who opt out from receiving any unwanted calls. With POM, you can import the DNC lists from various service providers to the POM database.
POM does not contact the phone numbers or email addresses listed in the DNC list for campaigns if DNC is set in the campaign strategy or in the campaign creation wizard.
You can do the following with a DNC list:
  • Enable DNC in CCW.
  • Create a maximum of five DNC groups during a campaign creation.
  • Create a maximum of five lists in one DNC group.
  • Create a maximum of 200 groups in POM.
  • Create a maximum of 200 DNC lists in POM.
You can assign one or more DNC groups to a campaign by using the Apply DNC Group option provided on CCW. By default, this option is enabled for new campaigns. Existing DNC checks in campaign strategy and global restrictions remain same.
Note:
You can assign a maximum of five DNC groups per campaign.
You can enable DNC check for callback, redial, and preview dial for agent based campaigns using the options provided under DNC settings on Global Configurations page. For more information, see Administering Avaya Proactive Outreach Manager.
As per multi tenancy, in addition to the DNC groups added, the org based DNC list and common DNC list is applicable to a campaign by default.

Timed DNC

POM provides an option to specify the number of days for which the addresses are added in the DNC list. During this time, POM does not dial the address. After the time ends, POM removes the address from the DNC list. Therefore, the address becomes available for dialing.

Enhanced DNC

Currently, the DNC feature in POM works only on address (Phone number, Email, or SIP number), that is if one address of a customer is in a DNC list, then the POM dialer can reach to the same customer on the other address.
However, if a customer does not want to receive any call on any of their addresses, the entire customer record needs to be in the DNC list.
With the Enhanced DNC feature, POM can restrict the entire customer record based on the Customer ID or by User Contact ID.
POM now provides more options such as User Contact ID or Customer ID to classify a DNC address. POM then adds this address to a DNC list.
Note:
Enhanced DNC checks are not included while importing the contacts to a contact list.