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Outbound Dialler and adding to DNC table

  • 1.  Outbound Dialler and adding to DNC table

    Posted 03-13-2023 13:13

    Hi all,

    I must be having a very bad day to ask this but what's the difference between the Interaction ID and the Conversation ID? When I search the help I'm redirected here: 

    https://help.mypurecloud.com/articles/get-conversation-id-support/  - Get a conversation ID for Customer Care

    What (to my surprise) explains me how to copy the interaction ID.

    From what I recall from the API course last year they are 2 different things, unless my brain is now playing tricks with me.

    So lets then try this:

    Take interaction ID from a dialler call and use that to add the nrs on the record into a DNC table:

    POST     /api/v2/outbound/conversations/{conversationId}/dnc
    The results are:
    "message": "You are not authorized to perform the requested action.",
     "code": "not.authorized",
     "status": 403,
     "contextId":"bb01ad61-77f2-4777-935f-a1d7d0e70b78",
     "details": [],
     "errors": []
    Wait, I'm a master admin, telephony admin and an outbound admin and I'm not allowed to add the record?
    Yes there is a DNC table assigned to the campaign
    I need to figure this out because we need to comply with UK regulations. When we abandon a call we're not allowed to dial that record back within 72 hours from any campaign. but if we dial again a number related to that record within the 72 hours we need to ensure there is an agent available to handle that call.
    so I need to setup a rule that adds the number for a record to a DNC list with an expiration timer of 73 hours AND we want to add the record to Preview Campaign which requires the agent to place the call so yes we comply with both regulation points.
    Yup my brain isn't in gear today. I'm for whatever reason today not on the ball, being new to this all.
    Anyone who can straighten me out here please?


    #Integrations
    #Outbound

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    Ruud Reinold
    BNP Paribas Personal Finance UK
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  • 2.  RE: Outbound Dialler and adding to DNC table

    GENESYS
    Posted 03-14-2023 12:23

    I am trying to reply to this part of your question ->

    "I need to setup a rule that adds the number for a record to a DNC list with an expiration timer of 73 hours AND we want to add the record to Preview Campaign which requires the agent to place the call so yes we comply with both regulation points."

    You can use wrap up rule that  'Append DNC Number' to a DNC list associated to your Campaign where you can set expiration of entry as well. You need to assign ruleset containing this rule to the Campaign that you want to enforce on. And assign DNC list to any Campaign that needs to block based on this DNC list..

    Info on Call rules -> 

    https://help.mypurecloud.com/articles/configure-rule-actions/

    https://help.mypurecloud.com/articles/add-rule/



    ------------------------------
    Kavita Mantripragada
    Genesys - Employees
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  • 3.  RE: Outbound Dialler and adding to DNC table

    Posted 03-15-2023 07:59
    Edited by Rudy Christoph 03-20-2023 10:19
    Many thanks for your response. I knew that one but it only adds the current number used in the outbound dial and not the other numbers on that record. We also set the record to uncallable. However next time the record is dialled from a different campaign (we don't use the same contact lists as these campaigns run in parallel) it uses another number and that's when we breach the telco regulations in the UK so that particular wrap action is unfortunately not the solution. 
    I also thought, well if I write one record I can pull back the expirationDateTime and use that writing the other numbers, but there's no API that support that ��
    I'm now able to write three numbers into the DNC table using a data action but by the looks of it I first need to pull the nrs from the contact list and then I need to generate the expirationDateTime before adding that and then write the nrs in the DNC list. Additionally the whole record then need to be written into a different Abandoned contact list to keep track of the data since the contact list is cleared out overnight all records (including the abandoned) is then reloaded as new records and we can break again regulations.
    So multiple challenges here.
    Kind regards,
    Ruud Reinold
    Telecom Manager
    BNP Paribas Personal Finance UK



  • 4.  RE: Outbound Dialler and adding to DNC table

    GENESYS
    Posted 03-15-2023 09:30

    We have new type of DNC list (internal custom dnc list)  that we released recently that blocks entire record of contact list by matching value in DNC list against value in column of ContactList (column in contactlist is custom exclusion column defined on DNC list)..  This DNC list supported as part of call rules as well

    https://help.mypurecloud.com/articles/create-a-new-internal-custom-dnc-list/

    Please see if it meets your needs. 



    ------------------------------
    Kavita Mantripragada
    Genesys - Employees
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  • 5.  RE: Outbound Dialler and adding to DNC table

    Posted 03-17-2023 07:16
    Unfortunately that's not writing all the phone numbers either to the DNC table and as customers may have multiple accounts it's the numbers that need on the DNC list not the accounts

    It's very basic and I could do it with PureConnect. I'm afraid this is a step backwards and in need of some urgent attention in order to make the product compliant with UK regulations. How could this be missed?

    Kind regards,
    Ruud Reinold

    Telecom Manager
    BNP Paribas Personal Finance UK





  • 6.  RE: Outbound Dialler and adding to DNC table

    GENESYS
    Posted 03-17-2023 11:11

    I am sure there must be a way to solve this problem. I can't think of any at this moment as I don't understand the specifics of regulation on what it means by record.  Whether it is a phone number or contact with "same account number" across all contact lists or contact with "different account number" across all contact lists with same phone number(s).  Meanwhile, it looks like you worked around it using data actions.

    I am going to bring attention to this post to people who keeps track of regulations and also who are familiar with PureConnect so that they can add requirement to our requirements board (if it doesn't exist already)..



    ------------------------------
    Kavita Mantripragada
    Genesys - Employees
    ------------------------------