Manage Dialing Compliance

Many settings are available in NiCE CXone to help you ensure you are in compliance with dialing laws in the countries you are dialing or messaging. You are responsible for understanding and complying with the laws in the areas you are dialing. It's also important remember to adhere to dialing curfews.

Calls in a calling list are marked as requiring compliance when you mark them that way yourself as you create, upload, and map your calling list, or they can be marked that way by the CRM where you pull your contacts, if you use Proactive XS to manage your calling lists.

Manage Your Global Dialing Compliance Settings

Required permissions: ACD > ACD Configuration > Business Unit Usage

Use the system settings to manage your dialing compliance at a global level. This includes enabling dialing modes for calls where compliance is required and other settings that you can enforce for your environment to apply to all ACD skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. .

  1. Click the app selector icon of app selector and select ACD.

  2. Go to ACD Configuration > Business Units.

  3. In the Details tab, click Edit.

  4. Scroll down to the Outbound Strategy section.

  5. Scroll down to Enabled Compliance Modes and select all the dialing modes you want to be allowed for calls that require compliance. Each type you enable becomes available in the skill settings so you can designate a compliance dialing mode for an ACD skill.

    Field

    Details
    1 - Click-to-Call The agent receives a pop-up before NiCE CXone places the call. The agent must click a button to accept or reject the call.

    2 - Manual Dial with Keypad

    The agent must dial the call manually using the keypad.
    3 - Manual Dial with Keypad Auto Correct The agent must dial the call manually using the keypad, but NiCE CXone fixes the number before dialing if the agent enters it incorrectly.
    4 - Dial Outside NICE inContact Network The agent must dial the call manually using a hard phone outside of the network.
    5 - Progressive - No Preview The call is dialed for the agent without confirmation if the dialing ratio is 1:1. Don't use this mode for compliance dialing.
  6. If you have more than one compliance dialing mode enabled for your system, select the Default Confirmation Required Delivery Mode you want to apply to ACD skills that don't specify another delivery mode.
  7. If you want to set the ACD skill-level Compliance Required Default Action field to Requeue for all ACD skills, select Show Compliance Timeout. This setting causes all compliance-required calls to requeue automatically when the agent doesn't accept or dial the call within the specified timeout window. When this setting is enabled, you cannot change the setting at the ACD skill level.
  8. Click Done.

Manage Your ACD Skill Dialer Compliance Settings

Required permissions: ACD > Skills Edit

  1. Click the app selector icon of app selector and select ACD.

  2. Go to Contact Settings > ACD Skills.

  3. Click to open the ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. you want to edit.
  4. Click the Parameters tab.
  5. For Delivery Preferences, click Configure or Edit.
  6. If you don't want this ACD skill to dial calls that require compliance, select Do Not Delivery Compliance Required.

  7. If you want this ACD skill to dial calls that require compliance, select a Compliance Required Delivery Mode, Compliance Required Timeout, and Compliance Required Default Action. Configure Options to Display to Agents as needed.

    Field

    Details

    Compliance Required Delivery Mode

    The way NiCE CXone calls contacts that require compliance. Only the delivery modes you have enabled in your business unit settings appear in the drop-down. The possible options are:

    • None: This is the default if you disable the previously-selected option in the business unit settings.
    • 1 - Click-to-Call: The agent must click the Accept button before NiCE CXone dials the contact.
    • 2 - Manual Dial with Keypad: The agent must manually dial the contact.
    • 3 - Manual Dial with Keypad Auto Correct: The agent must manually dial the contact, but NiCE CXone corrects the number if the agent enters it incorrectly.
    • 4 - Dial Outside NICE inContact Network: The agent must call the contact outside of NiCE CXone.
    • 5 - Progressive - No Preview: The agent doesn't receive a notification to dial or accept the call if dialing is done at a 1:1 dialing ratio. Don't use this option for compliance dialing.
    Compliance Required Timeout

    The maximum number of seconds the agent has to accept or dial the contact before the configured Compliance Required Default Action occurs. Define the value for:

    • Initial: If you didn't enable serial dialing for the ACD skill, this field sets the timeout for all interactions with a record. If you enabled serial dialing for the ACD skill, it sets the Compliance Required Timeout for the first attempt on a record.
    • Subsequent: Only available if you enabled serial dialing for the ACD skill. It sets the Compliance Required Timeout for the subsequent attempts on a record.
    Compliance Required Default Action The action that occurs when an agent doesn't accept or reject a contact before the configured Compliance Required Timeout. You can specify that NiCE CXone should Accept the call on behalf of the agent or Requeue the call, routing it to another agent. Depending on your business unit configuration, you might have Requeue selected and be unable to change it.
    Options to Display to Agents

    The actions you want available for the agent to select when NiCE CXone delivers a preview contact. Possible actions include:
  8. Click Done.