Contents

Managing DNC in Interaction Dialer

DNC Overview

Interaction Dialer customers are strongly encouraged to scrub contact lists against Do-Not-Call (DNC) lists. DNC Scrubbing prevents contact numbers from being dialed by a campaign. Scrubbing can be performed against in-house lists acquired from government entities or by using DNC.com, a third-party list cleansing service provided by the Call Center Compliance Corporation. Dialer integrates directly with DNC.com and also supports custom DNC data sources. The custom data source must be a table that exists in Dialer's database.

Scrubbing is a two-step process:

An initial bulk scrub of the entire contact list is performed first. This typically removes 30-40% of the entries.
When the contact list is dialed by a campaign, Dialer performs just-in-time scrubbing to exclude contacts whose DNC status changed between the time the contact list was scrubbed/loaded and the time the contact was evaluated for dialing. Just-in-time scrubbing is performed when records are pulled into cache.

It is not uncommon for a list to be dialed for days or weeks, so changes in DNC status should be expected to occur. Just-in-time scrubbing is intended to remove relatively few numbers while initial DNC scrubbing can remove as many as 40% of the entries in a contact list. Just-in-time scrubbing is performed for scheduled calls too.

Phone Number Detail tables store DNC status of individual phone numbers. PND tables to track the do-not-call status of multiple telephone numbers associated with a contact. Interaction Dialer creates and maintains a PND table automatically for each contact list in use which contains a row for each contact column, for each contact. Customers should not modify PND tables, since they are automatically created and managed by Interaction Dialer.

Each PND table tracks time zone, contact attempts, and rescheduling attempts for each phone number associated with a contact record. Each PND table is a child table (of a contact list) that manages these details for each individual phone number. This approach allows a DNC status to be maintained for individual telephone numbers associated with a contact.

Phone numbers that are blocked by DNC scrubbing are marked with a "P" status in the Phone Number Detail table. The letter "P" stands for "purge", to indicate that the number should not be called.

Note that DNC scrubbing does not modify the status field in a contact list, which indicates the overall status of a contact, but not the callable status of individual numbers, which are maintained in a Phone Number Detail table.

Scrubbing is performed using the DNC source associated with the campaign. All contact numbers associated with a campaign can be scrubbed. If all of the numbers for a contact are flagged not to be called, then Dialer will never dial the contact, since the contact has no callable numbers.

Configuring DNC consists of 3 steps, documented in the section that discusses the DNC Sources view.

Configure a DNC source. See Configure a Custom DNC Source or Configure a DNC Source for DNC.com.
Associate the DNC source with the campaign. See Configure a Campaign to use a DNC Source.
Perform an initial bulk scrub of the contact list. See Bulk scrub a Campaign's Contact List.

Just-in-time Scrubbing

DNC scrubbing consists not only of a bulk scrub, but also includes a just-in-time scrubbing component. DNC scrubbing will be performed automatically whenever the campaign runs, so long as a DNC source is associated with the campaign.

Interaction Dialer will perform just-in-time scrubbing when records are pulled into cache. When Dialer queries contacts from the contact list for its cache, that batch of contacts will be scrubbed before being given to Dialer. For each contact, any callable numbers will be scrubbed and marked as appropriate. This ensures that numbers added to DNC lists after the initial scrub will still be blocked from being dialed.