Compliance Conditions Builder
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Compliance Conditions Builder
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The Compliance Conditions Builder (CCB) feature allows the creation of multiple compliance groups, which can be organized by geographical states or state groups. These compliance rules can be applied within state law groups, which are linked to individual campaigns. Your organization can create as many statutory compliance groups as needed. The compliance conditions are enforced when contacts are delivered for dialing.
CCB allows you to perform the following actions:
Control when a rule is to be executed for channels and modes.
Apply rules across rolling days or hours.
Create rules for number of attempts (for example, three attempts across two days, five attempts across five days, etc.)
Create rules for first or last attempt specifically, by checking outcome or attempt time.
Check for various type of attempts configured.
Use the three Unique IDs and phone number to track attempts.
Use two system-level business fields in your dialing rules.
Check for Consent or Non-consent.
Configure type of Interaction - Voice, Voicemail, Email, etc. Within Voicemail, you can configure No Message, Limited, or Non-limited).
A Limited Voicemail is one where the caller leaves just identifying the caller and not any other information like the purpose of call, etc.
A Non-limited Voicemail is one where the caller can leave additional information as well.
Use operators like +, >, <, so on.
Control the Rescheduling logic automatically, manually, or even close the contact.
CCB Groups
Go to CCB > Compliance Conditions Builder.
The left pane displays all the configured CCB groups, while the right pane shows the conditions. You can copy a condition and replicate it in another CCB Group or delete a CCB group.
Add CCB Group
To add a CCB group:
Click Add New.
Enter a Compliance Name.
Select the Compliance Group Type from the State or Campaign options.
Enter the Rule Name.
Select the Channels on which this rule is executed. All the channels configured for this application instance is listed for selection. You can select one, many, or all channels.
Select the Modes on which this rule is executed. All the modes configured for this application instance is listed for selection. You can select one, many, or all modes.
Enter a number for Rolling and select Days or Hours from the next dropdown list. This indicates that the rule restricts the number of attempts every rolling days/hours. For example, if you configure 7 as the rolling days, the application restricts dialing to the number of attempts over 7 rolling days. This sets the rule for calling. The next steps determine the conditions that are applied while calling.
Select the State Law Group if you select State as Compliance Group Type. Select the Campaign Group from Campaign and Category if you select Campaign as Compliance Group Type.
Select a Unique ID from the dropdown list. All the Unique IDs created are listed here. See Global Business Parameters for details on how to create a Unique ID.
Select a Valid Mode from the dropdown list. All the modes created for the chosen Channel are listed. You can select one, many, or all modes.
Select a Check Type from the dropdown list. The options are Attempts, First Attempt, or Last Attempt.
If the selected check type is Attempts, perform the following:
Select a Compliance Outcome Group from the Check For dropdown list. This list contains all the Compliance Outcome Groups created for CCB.
Select an Operator from the following: is exactly equal to, is less than or equal to, is greater than, is greater than or equal to, or is not equal to.
Enter a Value that the application must check for.
If the selected check type is First Attempts or Last Attempts, perform the following:
Select Time or Outcome from the Check For dropdown list. This list contains all the Compliance Outcome Groups created for CCB.
Select an operator from the following: is exactly equal to, is less than or equal to, is greater than, is greater than or equal to, or is not equal to.
Enter a Time or select a CCB Outcome Group in the Value field.
If the above condition is not satisfied, select an option from the Select Action dropdown list. The following actions are listed:
Close Contact: Closes the contact. No further dialing attempts are made.
Reschedule: The application reschedules the contact. Complete the fields for Days, Hours, and Minutes to reschedule the contact.
Auto Reschedule: The application automatically reschedules to dial out as per the automatically, if there are attempts remaining and at the time permitted as per law. The auto reschedule overrides the Contact Strategy and looks for the earliest available calling time.
Click SAVE. These rules are now applied at the time of dialing.
Add More Condition
You can also add more conditions based on various other geographic statutory regulations. For example, some state would have stipulated time-based calling conditions - N number of attempts if the outstanding amount is due for more than X days or unlimited number of attempts if the outstanding amount is due in less than X days.
Click Add on the condition builder. This opens a dropdown list showing options Attempts, Fields, and Consent.
The AND operator automatically gets activated.
If the selected check type is Attempts, perform the step 11 to step 13.
If you select the Consent, perform the following:
Select a Unique ID from the dropdown list. Options include CustomerID, OrderID, DeliveryID, and ModeValue. This is used to filter the consent based on either the mode value or the selected unique ID.
Select a Consent or Non-Consent from the dropdown list. This determines whether the rule is to be applied to a PEWC contact or a non-PEWC contact.
The Operator is pre-selected as is exactly equal to.
Enter a Value for the field. Select from Yes or No.
Perform the step 12 to step 13.
Adding a Compliance Outcome Group
To add Outcome Groups for the Compliance Condition Builder, follow these steps:
Go to CCB > Compliance Outcome Groups tab to access the Outcome Groups section.
Click Add New to start creating a new outcome group.
In the Available Outcomes section, you will see all the Telephony and Business Outcomes listed by channel.
For Telephony Outcomes, expand each mode to view the outcomes under that mode.
For Business Outcomes, expand the Outcome Groups to see the list of outcomes available.
Select one, many, or all outcomes from the left pane and use the > or >> buttons to move them to the Selected Outcomes section.
Click Save to complete the process.
To deselect any outcome, open the group in Edit mode and use the < or << buttons to move one, many, or all outcomes out of the group.
Adding Compliance Settings
To configure compliance settings for Callback and AEM calls, follow these steps:
Go to CCB > Compliance Settings tab to access the compliance settings configuration.
In the Compliance Settings section, you can perform the following actions:
Turn the Log Callback Calls switch ON to consider both NCB and PCB calls as compliance attempts when contacts are delivered for dialing.
Turn the Log AEM Calls switch ON to consider AEM calls as compliance attempts when contacts are delivered for dialing.
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