Softdial CallGem™

'Do Not Call' (DNC) Outcomes

In the course of a conversation, the consumer may request never to be called again. This is known as a 'Do Not Call' (DNC) request, and the host company must respond by adding the number to a DNC list.

Softdial Contact Center™ provides two default dialing cycle outcomes for this purpose.

1. Do Not Call Tenant - for use if the consumer requests not to be called again by the host company/ tenant. The number will be entered into the tenant's DNC list
2. Do Not Call Campaign - for use if the consumer requests not to be called again regarding the current campaign. The number will be entered into the current campaign's DNC list only

For an overview of call outcome handling, see Managing Call Results.

In order for the agent to be able to flag a number as 'Do Not Call', one or more new agent outcomes must be created which map to the relevant dialing cycle outcome, as follows:

1. Log in to Namespace Web Console as a tenant administrator
2. Click the Agent Outcomes tab
3. Click . The Creating new agent outcome dialogue is shown (Fig. 1)

   

   Fig. 1 - Creating new agent outcome

4. Configure the following:

   Setting	Description
   ID	Integer. Must be unique for the tenant.
   Title/ Description	Often the same. For use in reporting
   Dialer Outcome	This maps the agent outcome to a dialing cycle outcome. Select either Do Not Call Tenant Do Not Call Campaign

   When setting Title/ Description/ Dialer Outcome, care must be taken to enable agents to reflect the customer's wishes accurately. Many territories impose penalties for non-compliance.

For details on DNC list handling, see Do Not Call (DNC) Lists.