Feature Snapshot
Summary:
The Contact Center Compliance dnc.com Add‑On and Integrations enable real‑time screening of phone numbers against TCPA and DNC regulations by connecting your LeadConduit flow to Contact Center Compliance’s cloud‑based services. These integrations check numbers against national and state DNC lists, assess reassignments, and flag known litigators so that you can mitigate legal risks before contacting leads.
Key Benefits:
- Mitigates legal risk by verifying phone number eligibility before contact
- Prevents costly TCPA lawsuits by screening against DNC and litigator lists
- Appends detailed compliance data (e.g., carrier info, calling windows, result codes) for informed decision‑making
- Integrates seamlessly into your LeadConduit flow, enabling multiple compliance checks within a single flow
Typical Use Cases:
- Screening leads using the DNC Scrub integration to verify numbers against DNC lists
- Validating if a phone number has been reassigned using the TCPA Reassigned Authority integration
- Identifying and filtering out numbers associated with known litigators via the Litigator Scrub add‑on
- Combining multiple compliance checks to protect your business from legal exposure in real‑time
How the Contact Center Compliance dnc.com Add‑On and Integrations works?
These integrations work as enhancement steps within your LeadConduit flow. When added, they connect to Contact Center Compliance’s (dnc.com) cloud‑based services. Based on the integration chosen—whether DNC Scrub, TCPA Reassigned Authority, or Litigator Scrub—the service evaluates your provided phone number against national/state DNC lists, carrier data, and litigator databases. An Outcome (success, failure, or error) is returned along with appended data (such as carrier details, calling windows, and specific result codes) that you can use for filtering and decision‑making in your flow.
Step‑by‑Step Instructions
- Open your LeadConduit flow and click on Edit Flow.
- Click Add to Flow > Add-Ons, or Add to Flow > Integration, and search for the desired service (e.g., DNC Scrub, TCPA Reassigned Authority, Disconnect Scrub, or Litigator Scrub).
- Configure the integration by entering your dnc.com Login ID; if applicable, add your Project or Campaign details in the field mapping view, this step can be skipped if you’re using the Add-On service.
- Click “OK” and then “Save” to confirm your integration settings.
- (Optional) Add a Filter Step immediately after the integration to block leads when the returned Outcome is a failure.
Expected Result:
Your flow will now process leads through the Contact Center Compliance integration. When a lead is submitted, the integration appends key data fields such as Outcome, Reason, Carrier Info, and Calling Window. Leads flagged as non‑compliant will be halted by any subsequent Filter Steps.
Validation & Monitoring (optional)
- Test the Setup: Submit a test lead with a valid phone number and verify that the appended fields (Outcome, Reason, Carrier Info, etc.) are populated correctly.
- Where to Monitor?: Review the LeadConduit Events tab and check filter performance to ensure non‑compliant leads are being accurately blocked.
Best Practices
- Always add a Filter Step immediately after the compliance integration to automatically stop processing of leads flagged as non‑callable.
- Combine multiple Contact Center Compliance integrations (e.g., DNC Scrub, TCPA Reassigned Authority, and Litigator Scrub) in one flow for comprehensive risk management.
- Regularly test the integrations with sample leads to ensure that changes in telephone rules or data provider updates do not adversely affect lead processing.
- Review the detailed appended data and result codes periodically, and adjust your filtering rules in accordance with the latest dnc.com documentation.
Troubleshooting
| Symptom / Error | Likely Cause | Resolution |
|---|---|---|
| Integration returns an “error” Outcome | Service unreachable or credentials are incorrect | Verify your dnc.com API Key, ensure network connectivity, and contact dnc.com support if needed. |
| Valid lead is incorrectly filtered (lead blocked despite validity) | Misconfigured or overly strict filter rules | Review and adjust your Filter Step settings based on the returned Outcome and result codes. |
| No appended data appears after integration | The integration step may not have been configured or saved correctly | Revisit the integration configuration and confirm all required fields and settings are saved. |
| Unexpected result codes (e.g., “L”, “F”, “V”) are returned | These codes indicate specific wireless restrictions or litigator flags | Consult dnc.com documentation for a detailed explanation of the result codes and adjust filtering if necessary. |
Frequently Asked Questions (FAQ)
Q: Do I need separate credentials to use these Contact Center Compliance integrations?
A: For the DNC Scrub and TCPA Reassigned Authority integrations, you must provide your dnc.com API Key. The Litigator Scrub add‑on leverages ActiveProspect’s add-on services, so no additional credentials are required.
Q: What happens if a lead is flagged by one of these integrations?
A: The integration appends an Outcome (success, failure, or error) along with detailed information about the phone number. With a properly configured Filter Step, any lead with a failure Outcome will be stopped from further processing.
Q: Can I use multiple Contact Center Compliance integrations within a single flow?
A: Yes, combining integrations such as DNC Scrub, TCPA Reassigned Authority, and Litigator Scrub is recommended to ensure comprehensive compliance screening and risk management.
Q: How can I verify that the integration is working correctly?
A: Submit a test lead through your flow and check the LeadConduit Events tab to ensure that relevant fields (Outcome, Reason, Carrier Info, etc.) are populated as expected.
Q: What do result codes like “L”, “F”, or “V” mean for the DNC Scrub integration?
A: These result codes are associated with wireless numbers located in states where telemarketing is not allowed even if manually dialed. The Established Business Relationship, commonly referred to as EBR, can override here, but most folks choose not to risk it. Also, in order to effectively use these fields, the customer must stream EBR information to DNC.com and have that configuration turned on. If not turned on, these result codes will not be returned by the API. Customer may override a failed step with one of these result codes if they choose to take on additional risk(e.g. if they feel their EBR database provides adequate protection), but by default numbers associated with these result, codes will be specified as non-callable.
Q: What do result codes like “W”, “G”, or “H” mean for the DNC Scrub integration?
A: These result codes are associated with wireless numbers that cannot be called with a predictive dialer (auto-dialer), even if they are not listed on DNC lists or have valid EBR. To call with a predictive dialer, explicit written permission to call is required. In order to dial these numbers, they must be routed to a manual dial system and be dialed by hand Customers may override a failed step with one of these result codes if they choose to take on additional risk or put the appropriate dialing process in place. But, by default numbers associated with these result codes will be specified as non-callable.
Q: What does the result code “Y” means for the DNC Scrub integration?
A: We will be conservative regarding VOIP numbers to match DNC.com’s best practices. DNC.com does not discern between Fixed and Non-Fixed VOIP and encourages customers to scrub all VOIP due to recent litigation that may qualify VOIP numbers for TCPA damages. Customers may override a failed step with this result code if they choose to take on additional risk. By default, numbers associated with this result code will be specified as a non-callable number.
Q: Which are the statuses returned by the Disconnect Scrub integration?
A: Here is a full list of possible statuses returned by this integration:
| Status | Description |
|---|---|
| connected | Typically connected |
| connected-75 | Connected 75% of the time |
| Pending | Not completed yet |
| disconnected | Typically disconnected |
| disconnected-70 | Disconnected 70% of the time |
| Busy | Busy |
| unreachable | Not reachable |
| invalid phone | Phone not valid |
| restricted | Can’t be dialed |
| invalid-format | phone or zip are not in a valid format |
| invalid-phone | phone number is not valid |
| bad-zip-code | zip code is not valid |
| server-unavailable |
<various messages> contact CCC support |
| ERROR | See Reason field for the error message |
Q: Which information is returned by the DNC Scrub integration?
A: The DNC Scrub integration returns the following information:
| API Response | LeadConduit Appended Data |
|---|---|
| Date Field | EBR (Established Business Relationship) Expiration Date |
| Reason | Reason, National DNC Details, State DNC Details, TPS DNC Details, Wireless Details |
| Region Abbrev | Phone Region |
| Country | Phone Country |
| Locale | Phone Rate Center |
| Carrier Info | Carrier OCN, Carrier Type, Carrier Name |
| New Reassigned Area Code | Phone Reassigned Area Code |
| tz Code | Phone TimeZone Name, Phone TimeZone UTC Offset Minutes, Phone Observes DST |
| Calling Window | Phone Weekday Calling Window, Phone Saturday Calling Window, Phone Sunday Calling Window |
| UTC Offset | Phone Current UTC Offset Minutes |
| Do Not Call Today | Phone Do Not Call Today |
| Calling Time Restrictions | Calling Restrictions, Calling Restriction Details |
Glossary
| Term | Definition |
|---|---|
| DNC Scrub | An integration that checks phone numbers against national, state, and rule‑based DNC lists to determine if a number is callable. |
| TCPA Reassigned Authority | An integration that verifies whether a phone number has been reassigned since the consent was given, ensuring compliance with TCPA rules. |
| Litigator Scrub | An add‑on that identifies phone numbers associated with known litigators to mitigate legal risk. |
| Outcome | The result returned by an integration (success, failure, or error) that indicates the compliance status of the lead. |
| Filter Step | A step in a LeadConduit flow that uses rules to block leads from proceeding based on data provided by enhancement steps. |
| Add‑On | A pre‑built integration offered within LeadConduit that does not require separate credentials and leverages marketplace agreements. |
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