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, and so on.)
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, and so on. 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, and so on.
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 for this rule. All channels configured for the application instance are listed. You can select one, many, or all.
Select the Modes for this rule. All modes configured for the application instance are listed. You can select one, many, or all.
In the Rolling field, enter a number and select Days or Hours. This limits the number of call attempts over the rolling period.
Example: If you set this to 7 days, the application restricts attempts within every 7-day period.
If State is selected as the compliance group type, select a State law group.
If Campaign is selected, choose a Campaign group and Category.
Select a Unique ID from the dropdown. This lists all created unique IDs. (See Global Business Parameters for details.)
Select a Valid mode from the dropdown. All modes linked to the selected channel are listed.
Select a Check type from the dropdown. Options include:
1. Attempts
2. First attempt
3. Last attempt
If you selected Attempts as the check type:
1. Select a Compliance outcome group from the Check for dropdown.
2. Select an Operator: is exactly equal to, is less than or equal to, is greater than, is greater than or equal to, or is not equal to.
3. Enter a Value to compare.
If you selected First attempt or Last attempt:
1. Select Time or Outcome from the Check for dropdown.
2. Select an Operator.
3. Enter a Time or select a CCB outcome group in the Value field.
If the condition is not met, select an action from the Select action dropdown:
1. Close contact: Stops further dialing attempts.
2. Reschedule: Prompts you to enter Days, Hours, and Minutes to delay the next attempt.
3. Auto reschedule: Automatically reschedules calls if attempts remain and legal dialing time allows. Overrides contact strategy and use the earliest available time.
Click Save. The rule is now applied during dialing.
Note:
The Common Field, Check Operator, or Check Value fields are optional.
If the user provides a value for any one of the three fields (Common Field, Check Operator, Check Value), the system requires all three to be filled in.
This ensures the rule condition is complete and valid before execution.

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 you selected Attempts as the check type:
1. Select a Compliance outcome group from the Check for dropdown.
2. Select an Operator: is exactly equal to, is less than or equal to, is greater than, is greater than or equal to, or is not equal to.
3. Enter a Value to compare.
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.
If you selected Attempts as the check type:
1. Select a Compliance outcome group from the Check for dropdown.
2. Select an Operator: is exactly equal to, is less than or equal to, is greater than, is greater than or equal to, or is not equal to.
3. Enter a Value to compare.
If you selected First attempt or Last attempt:
1. Select Time or Outcome from the Check for dropdown.
2. Select an Operator.
3. Enter a Time or select a CCB outcome group in the Value field.
If the condition is not met, select an action from the Select action dropdown:
1. Close contact: Stops further dialing attempts.
2. Reschedule: Prompts you to enter Days, Hours, and Minutes to delay the next attempt.
3. Auto reschedule: Automatically reschedules calls if attempts remain and legal dialing time allows. Overrides contact strategy and use the earliest available time.
Click Save. The rule is now applied during dialing.

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:
1. Turn the Log Callback Calls switch ON to consider both NCB and PCB calls as compliance attempts when contacts are delivered for dialing.
2. Turn the Log AEM Calls switch ON to consider AEM calls as compliance attempts when contacts are delivered for dialing.

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Table of contents

Add CCB Group
Adding a Compliance Outcome Group
Adding Compliance Settings