Genesys Cloud - Main

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

------------------------------
Patrick Rada
Keypath Education LLC
------------------------------

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.

------------------------------
Chad McCormick
Genesys - Employees
Sr. Product Manager
------------------------------

We are having the same issue. Calls to US start at 8am, but Canada is being called also and they should not be called until 9am to match their compliance. Is there a way to correct his in Genesys? One idea would be to have at least two Automatic Time Zone Mapping Settings so we can choose the calling window for different countries. 

------------------------------
Ryan Ness
LeafFilter North, LLC
------------------------------

Original Message:
Sent: 03-14-2019 12:02
From: Chad McCormick
Subject: Automatic Time Zone Mapping Fail - Canada?

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.

------------------------------
Chad McCormick
Genesys - Employees
Sr. Product Manager
------------------------------