Call Restrictions

Call Restrictions

Overview

Thrio offers a number of methods for restricting calls. Those methods are described below. They include call monitoring, outbound time restrictions, restrictions based on holidays, and Do Not Call compliance efforts.

Call Monitoring

Telephone call recording laws govern the privacy of telephone communications, including the recording of conversations. Call recording laws in some U.S. states require only one party to be aware of the recording, while other states require both parties to be aware. Several states require that all parties consent when one party wants to record a telephone conversation.

All U.S. states are preconfigured in the Thrio platform in order to not record calls according to state laws.

This feature can be enabled at the campaign level in the Recording section.

Outbound Time Restrictions

Many countries regulate the hours during which businesses are allowed to contact consumers by phone. In some countries, such calling hours may also be regulated at the state level. To be compliant with such regulations during outbound campaigns, calling hours can be defined at the country level, and if necessary, for each state or area code separately.

The Thrio platform provides a number of predefined entries for the US and Canada federal calling hours and state calling hours where they are known to be different (more restrictive) than the federal hours.

This feature is used by the Thrio dialer in all modes and could also be enabled for manual in the User Compliance section.

The restrictions are applied using the outbound hours, regions, area codes, prefixes and zip/postal codes. If both area code and zip code are available, the intersection of their calling hours is used.

OUTBOUND HOURS

This is a time interval within which calls to specific regional phone numbers can be made. This includes FAX and SMS.

Outbound hours for all U.S. states and Canadian provinces are preconfigured in the Thrio platform in order to not call people outside of the FTC’s and CRTC’s designated call times.

To define new regional outbound hours:

  • Name: Enter the name of outbound hours
  • Description: Enter the description of outbound hours
  • Day: Select the day this restriction applies to.
  • Open: Enter the earliest time calls can be made.
  • Close: Enter the latest time calls can be made.
  • Regions: Select the list of regions this restriction applies to.

REGIONS

All U.S. states and Canadian provinces are preconfigured in the Thrio platform in order to not record calls according to state laws and to not call people outside of the FTC’s and CRTC’s designated call times.

To define a new region:

  • Name: Enter the name of the public key
  • Description: Enter the description of outbound hours
  • Day: Select the day this restriction applies to.
  • Open: Enter the earliest time calls can be made.
  • Close: Enter the latest time calls can be made.
  • Regions: Select the list of regions this restriction applies to.

AREA CODES

All active area codes and prefixes (NPA/NXX)* in the US and Canada are preconfigured in the Thrio platform in order to not call people outside of the FTC’s and CRTC’s designated call times. They include highly accurate Time Zones and Daylight Saving Time information. Toll-free Area codes such as 800, 866, 877 and other specialty area codes are not configured.

*NPA/NXX - NPA is a telecom data code which stands for Numbering Plan Area. It is just the telephone area code. The NXX stands for Exchange or Central Office Code. It is often referred to as an area code prefix.

3-Digit Telephone Area Code: The first digit is in the range of 2-9, the second digit can be a 0-8, and the third digit can be a 0-9.

Prefix: This is referred to in the telecom industry as the ‘NXX’. The first digit is in the range of 2-9, the second and
third digits can be a 0-9.

State/Province Abbreviation: This is the 2-character standard (U.S. Postal Service or Canada Post) state abbreviation.

Country: The 2-character country code defined in ISO 3166-1.

Time Zone Offset: The number of hours from Coordinated Universal Time (UTC) which was formerly called Greenwich Mean Time (GMT). Greenwich is where the Royal Observatory is located (Southeast London). West of UTC is negative and so all records have negative numbers.

Daylight Savings: If the area covered by this area code / prefix observes Daylight Saving Time, then this field will be enabled.

ZIP/POSTAL CODES

ZIP/Postal codes are preconfigured in the Thrio platform in order to not call people outside of the [US] FTC’s and [Canada] CRTC’s designated call times. They are mapped to their respective area codes.

United States

ZIP Code: A 5-digit ZIP Code.

Area Code: A 3-digit telephone area code. This is the primary area code for a ZIP Code.

Canada

Postal code: A 7-character alpha-numeric field in the format of: A9A 9A9 (where A is an alpha character and ‘9’ represents a number). Please note that there is a space in the 4th position.

Area Code: A 3-digit telephone area code. This is the primary area code for a Postal Code. Sometimes there may be an overlay where, for example, area code 111 was the original area code and now area code 222 covers the same area. The original area code is included, since most people will have that code, not the new one.

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