How to set and use consent
Consent refers to the level of permission that a customer has established with the contact center… The customer can provide the level of consent by communicating with a user and having the user enter the consent or the user can enter the information into the system themselves if the Administrator has added this functionality into the workflow.
There are 4 consent levels in the system
+DNC (Do Not Call) *The customer has requested no further contact from the contact center. * under any circumstances
+Re-Assigned The person that has been contacted has indicated that this phone number has been Re-Assigned and no longer belongs to the customer
+Opt-Out The customer prefers not to be contacted by the contact center
+Opt in The customer has agreed to be contacted by the contact center in the future
two additional optional fields are
A user can set the consent level in several locations
On the Consent tab you either add a new number or search for an existing number and select the consent type by choosing from the drop down list under consent type.
On the Workitems tab (contact and lead) and on the Contacts tab
*next to certain fields you will see 3 ellipses (dots) when you select the ellipses you will see a window open with 4 options
Selecting each of these will set the appropriate consent level for this field. You should be aware that you are setting the consent for each number or email address not for all the customer’s numbers. This gives you the ability to set different consent types for different numbers. A customer may wish to be contacted at home but not on his mobile or may wish to be contacted by email but not by phone.
Default fields that can be used to set consent type are
Consent is used when uploading a new predictive or progressive dialling list. The system can filter out the numbers that are set to DNC, OPT-Out and Reassigned.
In addition each User can have “Verify Consent on Dial” set to true. When “Verify Consent on Dial” is set to true for a user, every time a userthe system will check the number against the local DNC database and provide a warning to the user if the number he is trying to dial is set to DNC, OPT-Out or Reassigned and will provide a warning if it is. The system will also provide a warning if the User is attempting to call outside business hours. Similarly if the User is attempting to email an email address on the local DNC database he will receive a warning.
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