DNC Management

Overview

DNC (Do Not Call) management ensures your operations comply with federal and state regulations by preventing calls to numbers on DNC lists. Violations carry significant fines — up to $51,744 per call under FTC rules — making proper DNC management one of the most critical compliance functions in any outbound operation.

DNC List Types

Type	Scope	Use Case
Global DNC	Blocked across all campaigns system-wide	Consumer-requested DNC, federal/state DNC registry numbers
Campaign DNC	Blocked for a specific campaign only	Product-specific opt-outs where the consumer only objected to one offer

Note

When a number exists on both a campaign DNC and the global DNC list, the global entry takes precedence. The number will be blocked across all campaigns regardless of campaign-level settings.

Adding Numbers

Individual Entry

1. Navigate to Admin > DNC
2. Enter a phone number in the search/add field
3. Select scope (global or campaign-specific)
4. Click Add

Bulk Upload

1. Click Import
2. Upload a CSV file with phone numbers (one number per row, or specify the column)
3. Select scope (global or a specific campaign)
4. Click Import — numbers are added with a progress bar showing completion

Bulk imports support files with hundreds of thousands of numbers. Large imports run as background jobs so you can continue working while they process.

Automatic DNC

When an agent dispositions a call with the DNC status code, the number is automatically added to the campaign’s DNC list. This ensures real-time compliance when a consumer verbally requests to be placed on the DNC list during a call.

Tip

Train agents to use the DNC disposition immediately when a consumer requests it. The number is blocked within seconds, preventing any other agent from calling it again.

DNC Checking

• The dialer automatically checks every number against both global and campaign DNC lists before placing a call
• Numbers on DNC lists are skipped silently — no agent intervention required
• DNC checking happens in real time during the dial process with no measurable impact on dial speed
• Numbers are checked against both internal DNC lists and any imported regulatory lists

DNC Operations

Action	Description
Search	Check if a specific number is on any DNC list, showing which list and when it was added
Remove	Remove a number from DNC with mandatory reason entry (logged in the audit trail)
Export	Download your DNC list as CSV for regulatory submission or backup
Scrub	Check an entire lead list against DNC before importing, with a report showing how many numbers would be blocked

Audit Trail

Every DNC operation is logged in the audit trail with:

• Who performed the action (user and IP address)
• What was done (add, remove, import, export)
• When it occurred (timestamp)
• Why (reason field for removals)

This audit trail is essential for demonstrating compliance during regulatory audits.

Best Practices

Caution

• Keep DNC lists current — import updated regulatory lists (federal and state) on a regular schedule, at minimum quarterly
• Never ignore DNC requests — add numbers immediately when a consumer asks, both verbally and in writing
• Audit DNC compliance — review reports regularly to confirm no DNC numbers were dialed
• Document everything — maintain records of DNC additions, source files, and import dates
• Scrub before loading — always run a DNC scrub on new lead lists before activating them in a campaign