Managing Robinson Lists

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The Robinson list is an opt-out list of contacts who do not wish to receive calls from a contact center. When an agent terminates a call with a Robinson disposition, the number is added to the Robinson list. When an agent attempts to call a record that is on the Robinson list, the system, depending on your settings, terminates the call with a Discard (Robinson) disposition. You can also add numbers manually to the Robinson list.

Table of Contents

To Select Project Default Robinson List

  1. Select a project from the project list, then select Channels > Voice > Outbound.
  2. Select an option from the Robinson list drop-down list. This will be the project’s default Robinson list.
  3. Press Save.

To Add Numbers to the Default Outbound Robinson List

  1. From the VCC Live menu, select Contact Center > Global settings.
  2. On the Robinson list tab, select Default Phone Out.
  3. In the Manage Robinson list pane, enter phone numbers in the Personal identifiers field. Press Add identifiers. The dialer will not dial this phone number.

To Allow or Forbid Agents to Call Robinson List Records

  1. Select a project from the project list, then select Channels > Voice > Outbound.
  2. In the Dialing settings pane, mark or unmark the Call Robinson list numbers checkbox.
  3. Press Save.

Note: This function works only in manual dialing projects.

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