Set Up Do Not Call Filtering in 8x8 Contact Center

Objective

Applies To

• 8x8 Contact Center
• Do Not Call
• Filters

Procedure

1. Log in to Configuration Manager for Contact Center.
2. From the left menu, select CRM.
3. On the Fields List, under Customer Fields, select + Customer Field to create a Customer Field that will hold the value of the Transaction Code List (TCL).
   
   
   
   
   
4. From the left menu select Transaction Codes.
5. On the Codes tab for your Outbound Campaign Codes, select +Add to create a DNC transaction code.
6. Create a Menu Text, Report Text, and Short Code for the transaction.
   
   
7. Select Save.
8. From the left menu, select Campaigns.
9. Under Campaigns > Properties > Do Not Call, select a Customer field that will hold the property of DNC.
10. Select which TCL property will be used (Report Text or Short Code) and save your changes.
    • TCL Report Text copies the Menu Text of the Transaction code the agent selects to the DNC field of the contact.
    • TCL Short Code writes the Short Code of the Transaction code the agent selects to the DNC field of the contact.
      
      
11. From the left menu, select Outbound Setup.
12. Select the Disposition Action tab.
13. Assign the DNC transaction code to the disposition action Do Not Call.
    
    
14. From the left menu, select Campaigns.
15. On the relevant Campaign, go to the Filter tab.
16. Here we filter out all the customers that have something in the DNC field. This will take effect when you are creating a campaign.
    
    
17.  When handling an interaction in Agent Workspace, the agent selects the proper DNC Transaction Code.
18. The transaction code that the agent selected now appears in the DNC field of the contact.