Managing Robinson Lists

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.

Secondary Robinson lists let our users use an additional Robinson list for their projects. The Robinson list feature considers records (and their related contacts), thus it could exclude several records and their respective contacts (one record can include several contacts, eg. phone numbers).

Secondary Robinson lists can act as Contact-level Robinson lists as well. This means that by turning on the feature, the dialer makes a difference between contacts and records. For example: if there are 2 contacts for 1 record, you can include one of the contacts on a Robinson list, and leave out the other one, making the record callable for the dialer, but only for one of the contacts.

Tip: For a detailed overview and step-by-step guide, check out our Tutorial on Robinson Lists.

Table of Contents

• To Select Project Default Robinson List
• To Select a Secondary Robinson List
• To Add Numbers to the Default Outbound Robinson List
• To Remove Numbers from the Default Outbound Robinson List
• To Allow or Forbid Agents to Call Robinson List Records

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 Select a Secondary Robinson List

1. Select a project from the project list, then select Channels > Voice > Outbound.
2. Select an option from the Select a Secondary Robinson list drop-down.
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 Edit Robinson list pane, enter phone numbers in the Add/remove these phone numbers to Robinson list: field. Press Add to Robinson list. The dialer will not dial this phone number.

To Remove Numbers from 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 Edit Robinson list pane, enter phone numbers in the Add/remove these phone numbers to Robinson list: field.
4. Press Remove from Robinson list.
5. Confirm your action by entering the confirmation CAPTCHA code in the pop-up window. The dialer will dial this phone number again.

Tip: To remove all phone numbers from a Robinson List, press Remove all phone numbers on the Robinson list tab mentioned above, and confirm your action by entering the confirmation CAPTCHA code in the pop-up window.

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.