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be excluded from certain conversations and from telemarketing calls.
Excluding certain calls from
your calling lists is also something I look at as being a good thing. You wouldn’t want to call an account that’s under legal review. Or you wouldn’t want the dialer to attempt a call on an account whose holder
Exclude certain accounts. The dialer has
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qualifications that allow you to exclude or disqualify certain accounts. In CT Center, if you are sending us an account status (for instance “LEG” for under legal review), the dialer can exclude that account from being built to your dialing list. That way you aren’t attempting calls to accounts that shouldn’t be contacted. We can exclude based on most data that is being sent to the dialer.
Exclude specific phone numbers. CT Center also has the ability to exclude calls to certain numbers. This way, if someone tells you to no longer call a specific number, you can permanently block it from being called with the dialer.
Legal calling hour exclusion. I’m not done yet! The dialer has the ability to exclude a call based on the legal calling hours for a specific area code. The dialer will temporarily exclude a call to a number if it is attempted before 8:00 a.m. or after 9:00 p.m. according to the area code on the phone number. We’ll
try to call it back when it is legal to call that area.
Callback exclusion. You may also be aware of “callbacks” on the dialer. When we reach a No Answer on a phone number, the dialer places the phone number on a “callback” list to be attempted later in the day. However, if there is another phone number on the account, the dialer will attempt that next phone number. If the dialer reaches a contact on that second number then we will disqualify/exclude the “callback” of the first number, and it won’t be called. How cool is that?
Manually dialed call exclusion. There are other ways to exclude things from the dialer. For example some CT Center users periodically send an “XPD” file to tell us not to attempt certain accounts because their agents have already manually dialed the accounts.
See? Exclusion isn’t such a bad thing! Sometimes it’s really quite relaxing to be excluded. There’s less to worry about.
This article was written by Elise