How to use the DNC filtering in Contact Center ?

Objective

How to use DNC filtering in Contact Center

Applies To

• Contact Center
• 9.10
• 9.12

Procedure

1. Create a Customer Field that will hold the value of the Transaction Code List (TCL)
   
    

2. Create a DNC transaction code:

   • Create a Menu Text and a Report Text for the transaction
   • Enter a Short Code for the transaction
     
     
      

3. Campaign Configuration:

   1. Select a Customer field that will hold the property of DNC
   2. Select which TCL property will be used (Report text / Short Code)
      • TCL Report Text copies the "Menu Text" of the Transaction code the agent selects to the DNC field of the contact
      • TCL Short Code writes the "Short Code" of the Transaction code the agent selects to the DNC field of the contact 
      • 

4. Assign the DNC transaction code to the disposition action Do Not Call
   
    

5. Campaign Configuration:

   • Here we filter OUT all the customers that have something in the DNC field 
   • This will take effect when you are creating a campaign
     
     
      

6.  The agent selects the proper Transaction Code 
   
    

7. The transaction code that the agent selected, now appears in the DNC field of the contact