I suppose a question would be where are your agents obtaining these numbers from to be calling them over and over?
we use the DNC lists from both Inbound and Outbound perspectives. If the agent is unsure if its been added to a DNC list then i manually update it via the developer tools. But that's because all our contacts are apart of contact lists in the Dialer.
You could look at your processes and change the manual dialing to automating the numbers into a contact list, then using the DNC function. Some have even used a preview dial campaign and assigned it per agent, though that can depend on how many agents you have. That would be another way i can think of to help.
Though in your situation as they are manual dials id suggest going back to the source and figuring out a way to prevent the agents from collecting such data to help prevent the manual dials to customers who may reside on a DNC list.
In most countries data privacy is paramount, so collective the numbers must be coming from somewhere to allow your organisation to dial them manually.
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Original Message:
Sent: 07-09-2019 15:34
From: George Ganahl
Subject: How to block certain phone numbers to be dialed by agents?
I don't know of another way to block phone numbers from being manually dialed. Sorry.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 07-09-2019 14:21
From: Carlos Davila
Subject: How to block certain phone numbers to be dialed by agents?
Hi Genesys,
Sometimes, some customers ask not to be called never again. As PureCloud uses DNC Lists only for Outbound Dialer Campaigns and our agents make Manual Calls to contact people, sometimes they are calling those customers again and again and we start having issues because of that.
I opened a case and received an advice from Pure Cloud Support Engineer, to block those phone numbers creating Numbering Plans and setting up the phone numbers as Restricted. In fact that worked well, but I really have a lot of phone numbers to add and I would like to know if maybe there's a possible better way to block them, without having to create a big amount of Numbering Plans per each phone number.
I'll appreciate any comments.
Thank you.
#Handlers
#Outbound
#Telephony
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Carlos Davila Ramirez
IT Department Manager
Start-Connecting LLC
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