Contents
Compliance Tools
This article describes the compliance tools used to restrict contact attempts. The compliance tools include the following:
Attempt Rules
Use the Attempt Rules option to specify certain conditions that, when met, suppress a contact attempt. The following conditions can make up an attempt rule:
| Required | Indicate whether the rule is Required. If a rule is Required, CX Contact will apply it to all new and existing campaigns, even ones that are currently running. If a rule is not in a Required status, it must be manually applied to all applicable campaigns. You do this when you create or modify a new Campaign Template or a Campaign Group. | ||||||||||||
| Priority | Reserved for future use. Note: Editing this parameter will not yield any results in CX Contact. | ||||||||||||
| Rule Scope | Specify if the rule should be applied at the Tenant level or at the Campaign Group level. | ||||||||||||
| Do Not Contact if | Fill in the values for the contact attempt rule. For example, Do not contact if 4 attempts have been made in the last 5 hours. | ||||||||||||
| Call Results | Define the attempt rule by call result status. By default, the following 12 call results are pre-selected.
Refer to the Call Results table on the Treatments page for a description of each call result. | ||||||||||||
| Count Attempts Using | Indicate whether to count previous attempts only:
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| To/From | Specify the location of previous attempts (that otherwise meet the conditions above) to count. If not specified, previous attempts to anywhere (using the current Client ID or Device, as specified above) are counted. (Note that unlike Contact Location rules, this refers to the location of the previous attempts being counted, not the location of the current attempt.) |
| How to configure |
The new rule will appear on the Attempt Rules page and it will populate in the Attempt Rules menu when you create or edit a campaign template and campaign group.
Note: In the above image, the rule labelled New Attempt Rule 2 is greyed out because it is a Required rule, meaning that it is automatically applied to all new and existing campaigns. The rule labelled New Attempt Rule is not a Required rule and can therefore be manually applied to new and existing campaigns. |
Custom Timezones
Use the Custom Timezones option to assign a timezone to phone numbers containing a specific country code and area code. For example, you can assign the EST timezone to all national rate phone numbers.
| How to configure |
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Contact Times (by Region)
Use the Allowed Contact Times by Region option to define allowable calling windows for each day of the week for a given region. Contact attempts to your contacts in those regions will be limited to the time frame you define on each day, regardless of your contact center hours and campaign time frames. For example, if you have campaigns running from 8AM to 9PM local time, and you restrict attempts in New York to 9AM to 7PM, no attempts will be made to anyone in New York until 9AM, and they will end at 7PM.
The following types of restrictions are available for any given region:
- Unrestricted - allows contact attempts to occur in accordance with the start and end time specified for that campaign group.
- Select Hours - allows you to explicitly define the hours for making contact attempts for that day. If for example, you are restricting contact attempts from 9AM to 7PM, select 9AM from the Start menu, and select 7PM from the End menu.
- No Contact - When you select this option, no contact attempts will be made to the affected region on the specified day.
| How to configure |
On the Contact Times tab, select New->Contact Time and specify the following:
Tip If each day of the week will have the same allowable contact times, check All days have the same contact time when creating the new rule. |
Contact Dates
Use the Do Not Contact Dates option to specify a date in which contact attempts cannot take place. This will apply to any device in the account and will be effective for 24 hours (midnight to midnight, local to the device).
| How to configure | On the Do Not Contact Dates tab, specify a Label (for example Christmas Day) and select the associated date (for example December 25). |
Location Rules
Contact Location rules suppress contact attempts using the location of each contact to determine whether to suppress. Each location rule is made up of the following attributes:
| Name | The rule name must be unique within the account and rule type, and may contain letters, digits, hyphens, and underscores, and spaces. |
| Required | Specify if this is a Required rule. If a rule is Required, CX Contact will apply the rule to all new and existing campaigns, even ones that are currently running. If a rule is not in a Required status, it must be manually applied to all applicable campaigns. You do this when you create or modify a new Campaign Template or a Campaign Group. |
| Priority | Reserved for future use. Note: Editing this parameter will not yield any results in CX Contact. |
| Apply at | The default option is Contact attempt time. |
| Determine location by | The location of the attempt may be based on the Device or the Contact. |
| Do not contact locations |
Specify the locations that should be suppressed:
|
| How to configure |
The new rule will appear on the Location Rules page and it will populate in the Location Rules menu when you create or edit a campaign template and campaign group.
Note: In the above image, the rule labelled New Location Rule 2 is greyed out because it is a Required rule, meaning that it is automatically applied to all new and existing campaigns. The rule labelled New Location Rule is not a Required rule and can therefore be manually applied to new and existing campaigns. |
If you want to save all the rules you created in the application, click Export and save them to a file on your computer. The next time you need them, you can import them.
Location Rule – XML Example
This example contains a single optional location rule called “myrule” which will suppress contact attempts where the device is located in the America/New_York timezone.
<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<compliancerules>
<rules type="Contact">
<rule name="myrule" required="false" priority="2">
<attribute name="type">
<value>Device</value>
</attribute>
<attribute name="timeZones">
<value>America/New_York</value>
</attribute>
</rule>
</rules>
</compliancerules>
Import Rules via an XML File
You can import an XML file containing a list of rules for the following types of rules:
- Attempt Rules
- Location Rules
- Contact Times (by Region)
Importing rules via an XML file will cause all existing rules to be removed and replaced entirely by the rules in the XML. In other words, you cannot add to the existing rules by loading an XML file. (You could accomplish this by downloading the existing rules, editing the XML, and then uploading the resulting XML file.)
When importing XML for Location rules, the XML may only contain Location rules; it may not contain Attempt rules. Similarly, when importing XML for Attempt rules, the XML may only contain Attempt rules; it may not contain Do Not Contact Location rules.
An XML file being uploaded must contain at least one rule (each using the rule tag). In other words, the rules tag may not be empty. Uploading rules of a particular type will cause any existing rules of that type to be deleted, to be replaced by the newly uploaded rules.
You can also download the existing rules to an XML file. This is convenient if you want a backup of your rules, or want to edit the XML by hand so that you can load it back to the account.
| How to configure |
On the Attempt Rules, Location Rules, or Contact Times tab, select Import to upload an XML file that contains a list of defined location rules. |
Edit or Delete a Compliance Rule
To edit or delete a compliance rule:
- Edit - Check the box next to rule name and click the pencil icon. Note: You cannot edit a Contact Date rule - the only option is to delete the existing rule and create a new one with a different date or label.
- Delete - Check the box next to the rule name and click the trash can icon.