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Automatic Time Zone Mapping Fail - Canada?

  • 1.  Automatic Time Zone Mapping Fail - Canada?

    GCAP Member
    Posted 12 days ago
    Hello -

    As I'm reading the Automatic Time Zone Mapping (ATZM) feature documentation [https://help.mypurecloud.com/articles/automatic-time-zone-mapping-overview/], the "compliant dialing time" rules quoted are those of the U.S. FTC [https://www.ftc.gov/tips-advice/business-center/guidance/complying-telemarketing-sales-rule#callingtime]. The documentation claims to support all NANP countries ["Note: Automatic time zone mapping supports NANP phone numbers (United States, Canada, and certain Caribbean area codes) and United States zip codes."].

    Not all countries are as generous with compliant calling times as the United States. If my reading is correct, ATZM opens up compliance issues in other NANP countries.

    To wit: The Canadian CRTC restricts compliant calling to 09:00 - 21:30 on weekdays and 10:00 - 18:00 on weekends [https://crtc.gc.ca/eng/phone/telemarketing/reg.htm]. If PureCloud ATZM is only enforcing the U.S. rules, it is leaving PureCloud orgs open to being non-compliant calling Canadian residents between 8 AM and 9 AM on weekdays, and 8 AM - 10 AM and 6 PM to 9 PM on weekends.

    I look forward to feedback.

    Thank you,

    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

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    Patrick Rada
    Keypath Education LLC
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  • 2.  RE: Automatic Time Zone Mapping Fail - Canada?

    GENESYS
    Posted 6 days ago
    Thank you for pointing out this limitation, Patrick.  We've adjusted the article to indicate the defined allowable calling times.  As a future update, our goal is to allow customers to define the allowable calling times for themselves.

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    Chad McCormick
    Genesys - Employees
    Sr. Product Manager
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