Do not contact lists view

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Genesys Cloud provides a comprehensive Do Not Contact (DNC) list management system that helps organizations maintain compliance by excluding specific contacts from campaigns. The platform supports four DNC entry types: Internal, Internal-Custom, Gryphon, and DNC.com, each serving distinct purposes. Internal and Internal-Custom lists allow administrators to upload telephone numbers and custom values with optional expiration dates up to 180 days in the future. Third-party integrations with Gryphon and DNC.com enable real-time DNC scrubbing through web services, requiring valid subscriptions and authentication credentials. The system performs just-in-time verification before contact attempts, comparing numbers and email addresses against current DNC data, though scheduled callback numbers bypass these checks. Lists are organized by divisions and feature a searchable interface with sorting and filtering capabilities. Administrators can manage lists through bulk actions, monitor upload progress, create new entries, implement scrubbing services, assign lists to campaigns, append records, download data, edit entries, and delete lists as needed.

Use this view to manage do not contact (DNC) list entries. A DNC list is a data source of telephone numbers, email addresses, or custom values excluded from a campaign. When a campaign selects records from its contact list, numbers, email addresses, or custom values that match entries in any DNC source assigned to that campaign are excluded. A campaign can have multiple DNC entries assigned to it. A DNC entry can be assigned to multiple campaigns.

Just-in-time DNC scrubbing helps an organization stay compliant with legislative requirements. Before placing calls or sending email messages, telephone numbers, email addresses, and expiration dates are compared with the latest data in DNC sources to ensure that restricted numbers or addresses are not used in a campaign. A DNC entry has no effect on dialing unless it is assigned to a campaign.

Note: Outbound dialing does not apply rules, contactable times, or DNC scrubbing to scheduled callback telephone numbers.

Four types of DNC entries are supported:

Internal—Administrators can create an internal DNC list by uploading a file of telephone numbers. Administrators commonly acquire these numbers from state and federal agencies, purchase them from third-party providers, or use in-house corporate records. Internal DNC lists can include an expiration DateTime column to block attempts for a certain period. Contact attempts can resume after the expiration date. Expiration dates cannot be more than 180 days in the future. Expiration times must be in UTC (Coordinated Universal Time). Use the formatyyyy-MM-ddTHH:mmZ, such as 2017-05-20T01:44Z, 2021-03-08T12:30Z, or 2021-03-08T12:00Z. An invalid format imports the phone number without an expiration DateTime.
Internal – Custom—Administrators can create an internal-custom DNC list by uploading a file of custom values. Internal – Custom DNC lists can include an expiration DateTime column to block attempts for a certain period. Contact attempts can resume after the expiration date. Expiration dates cannot be more than 180 days in the future. Expiration times must be in UTC (Coordinated Universal Time). Use the formatyyyy-MM-ddTHH:mmZ, such as 2017-05-20T01:44Z, 2021-03-08T12:30Z, or 2021-03-08T12:00Z. An invalid format imports the custom value without an expiration DateTime.
Gryphon—integrates Outbound Dialing with just-in-time DNC scrubbing provided by Gryphon Network Corporation’s web service. To use this feature, you must have a subscription with the provider. To set up an account with Gryphon Networks Corporation, browse to http://www.gryphonnetworks.com/contact. As a prerequisite, you must obtain a license key from Gryphon Networks Corporation. Your key uniquely identifies you as a client and authorizes your right to use their service.
DNC.com—integrates Outbound Dialing with just-in-time DNC scrubbing provided by Contact Center Compliance Corporation’s web service. To use this feature, you must have a subscription with the provider. To set up an account with Contact Center Compliance Corporation, browse to https://www.dnc.com/schedule-meeting/. As a prerequisite, you must obtain a Login ID from Contact Center Compliance (dnc.com). Your Login ID uniquely identifies you as a client and authorizes your right to use their service.

Columns in the DNC Lists view

Column	Description
Check Boxes	By checking boxes in the first column, administrators select items for processing by an action such as edit or delete.
Record Count	If records are uploading to an internal list, an upload progress indicator displays, and it refreshes in increments of 1000 records. If the list is invalid, a red exclamation point appears. If the internal list is valid and no records are uploading, the count of records in each list displays. If the list uses a web service instead of an internal file, “N/A” appears instead of a record count.
Name	The name of the list is a hyperlink. When clicked, it opens the properties of the list. To filter selections in the list: Type all or part of a name in the Filter box. Click Apply. The system updates the list with matching items.
Type	Indicates the type of DNC source. Internal—file of DNC records uploaded by an administrator. Internal – Custom—file of DNC records uploaded by an administrator. Gryphon—scrubbing provided by Gryphon Networks web service. DNC.com—scrubbing provided by Contact Center Compliance Corporation web service.
Division	This column lists the division each list is assigned to. If a DNC list is not assigned to a custom division, it belongs to the Home division by default. See About Access Control and Divisions overview.

To sort this view, click the Name column. The caret in the Name heading indicates whether the column sorts in ascending or descending order. In addition, you can filter the list to display a subset of records.

To filter by Name, type all or part of a name in the search box.
To filter by Type, type all or part of Internal, Internal – Custom, DNC.com, or Gryphon in the filter box.
To filter by Division, type all or part of division name in the Division box.

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Do not contact lists view

Columns in the DNC Lists view

Procedures

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