https://vcc.live/wp-content/uploads/2022/03/vcclive_main_logo.svg
  • Product
    Back to all pages
    https://vcc.live/wp-content/uploads/2023/09/call-cetner-software-test-7.svg
    Call center

    Explore our call center software for driving productivity, fueling automation, and delivering exceptional CX.

    Powering Decathlon's call center

    https://vcc.live/wp-content/uploads/2022/09/Decathlon_Austria_Thumbnail.jpg
    Why VCC Brochure Security
    https://vcc.live/wp-content/uploads/2023/09/outbound-test-3.svg
    Outbound

    Handle more live calls, boost talk time, and automate outreach with a feature-filled outbound solution.

    Features to boost outbound activities

    Automatic dialing Voicemail detection Outbound IVR Over-the-phone payments

    Fueling your outbound sales

    https://vcc.live/wp-content/uploads/2023/09/boosting-sales-thumbnail-image.jpg
    Sales teams > Case studies > Collections >
    https://vcc.live/wp-content/uploads/2023/09/inbound-icon-3.svg
    Inbound

    Swiftly resolve issues, empower omnichannel, and handle volume with ease with our CX-focused solution.

    VCC live for inbound contact centers

    IVR systems Distributing calls (ACD) Call center scripting KPI dashboard

    Transforming customer service for tbi bank

    https://vcc.live/wp-content/uploads/2023/05/tbi-interview-banking.jpg
    Customer service > Case studies > Multichannel >
    https://vcc.live/wp-content/uploads/2023/09/omnichannel-test-3.svg
    Omnichannel

    Instantly switch between your customer's preferred channels and handle multiple conversations at once.

    Key channels VCC Live supports

    Voice SMS Email Chat software Chat apps Social media

    Email, social and more for SYKES and Huawei

    https://vcc.live/wp-content/uploads/2023/09/sykes-topnav-menu.svg
    WhatsApp > Messenger > Case studies >
    https://vcc.live/wp-content/uploads/2023/09/integrations-test-4.svg
    Integrations

    Connect VCC Live with any of your trusted business tools, including CRMs, payment tools, and much more.

    Selected integrations for VCC Live users

    Salesforce Hubspot Looker (Data Studio) Docusign Dialogflow Zapier

    Handle calls without leaving Salesforce

    https://vcc.live/wp-content/uploads/2023/06/salesforce-video-1.jpg
    Looker case study > Release center > Security >
  • Solutions
    Back to all pages
    https://vcc.live/wp-content/uploads/2023/08/sales-call-center-icon.svg
    Sales teams

    Connect and sell more than ever before with an automation-led solution for driving sales success.

    Powerful BI for next-level sales

    https://vcc.live/wp-content/uploads/2023/09/effective-communicatio-case-study-topnav.png
    https://vcc.live/wp-content/uploads/2023/08/customer-service-call-center-icon.svg
    Customer service

    Orchestrate a high-volume handling and resolution-focused approach that delights customers.

    92% of calls within SLA

    https://vcc.live/wp-content/uploads/2023/09/decathlon-case-study-topnav-2.png
    https://vcc.live/wp-content/uploads/2023/08/debt-collection-call-center-icon.svg
    Debt collection

    Make collections faster and simpler to speed up repayments and recover like never before.

    94% voicemail detection rate

    https://vcc.live/wp-content/uploads/2023/09/delfin-group-case-study-topnav.png
    https://vcc.live/wp-content/uploads/2023/10/ai-topnav-icon-2.svg
    AI and automation

    Drive intelligent productivity and efficiency with VCC Live's suite of AI and automation tools.

  • Industries
    Back to all pages
    BPO Retail Banking Insurance Consumer Lending Healthcare
  • Pricing
  • Resources
    Back to all pages
    Blog Case Studies Ebooks Call Center Courses Webinars Customer interviews Information Security Telco Services Learning Center Developers Release Center Download
  • Company
    Back to all pages

    Explore more

    About us Why VCC Live Careers News Partners

    Check out our history

    https://vcc.live/wp-content/uploads/2023/09/20yrs-anniversary-thumbnail.jpg
  • Partners
  • Become a partner
  • Email us
CONTACT US VIEW DEMO
TutorialsCommunication ChannelsOutbound ProjectsRobinson List
  • Overview
    • Introduction
    • Legal Information
  • The Most Common Use Cases
    • Outbound Email Customization
    • IVR Settings - Use Cases
    • Incoming Calls - Setting up an IVR
    • Outbound Calls - Power and Predictive Dialer
    • The Workflow of the Agent
    • Editing Agent Scripts
    • Email Handling
    • Softphone Integration
  • Getting Started
    • About This Chapter
    • First Steps
    • Creating a Simple Project
    • Creating a Simple Database
    • Setting up Users
    • The Basics of Inbound Projects
    • The Basics of Outbound Projects
    • The Basics of Contact Center Reporting and Monitoring
    • Introduction to Dispositions
    • The Basics of Call Recording
    • Getting Started with Chat
    • Get to Know the Agent Workspace
    • Dynamic Email Contents
    • Get to Know the Campaign Manager
  • Communication Channels
    • About This chapter
    • Outbound Projects
      • Manual Dialer
      • Power and Predictive Dialing Modes
      • Outbound IVR
      • Robinson List
      • Outbound-Related Statistics
      • VCC Live Pay IVR
      • Dropped calls
      • Measuring CSAT
    • Inbound Calls
      • Basic Inbound Processes
      • Filtering Inbound Calls
      • Measuring Performance
      • Customizable Queue Announcements
      • Identification in IVR
    • Emails and Ticketing
      • Outbound and Inbound Emails
      • Disposition-Triggered Emails
      • Dynamic Email Contents
      • Email Attachments - Basic, Dynamic and Conditional
      • Email Notifications
      • Email Statistics
      • Mass Email
    • SMS
      • Inbound SMS
      • Disposition-Triggered SMS
      • Dynamic SMS Contents
      • SMS Notifications
      • SMS Statistics
      • SMS Triggered Actions
      • Scheduled SMS Sending
      • Bulk Text Messaging
    • Chat
      • Facebook Messenger Bot integration
    • Quota Tool
  • Managing Users
    • Resource Management
      • Multi-Project Management
      • Users, Rights and Teams
    • User Activity
      • Break Codes
      • User State Log
  • Reporting and Statistics
    • The Main Agent KPIs
    • Customize your Dashboard
    • Explore User-based Statistics
    • Create Custom KPIs
  • Security
    • About This Chapter
    • User Right Groups
    • Password Policies and Two-Factor Authentication
    • OAuth 2.0
    • IP Filtering
    • Database API
    • Functions to Help You Comply with Privacy Regulations
  • VCC Live Archiver
    • About This Chapter
    • Introduction to VCC Live Archiver
    • Setting up VCC Live Archiver
    • Using VCC Live Archiver
    • Commands and Command Options
    • CDR Log Headers
    • Voice File Tagging
    • Switches (Deprecated)
  • Miscellaneous
    • About This Chapter
    • Salesforce Integration
    • Replacing Transfer Process
Back to Support and Learning Center
English Hungarian

Robinson List

Estimated reading time: 8 minutes | Target users: Everyone

When contacted, potential customers can ask agents to be opted-out from the ongoing telemarketing campaign, meaning that they do not wish to receive unsolicited calls, product offers or service information. The contact information of those who have asked to be opted out is stored on a list called the Robinson list. The Robinson lists at VCC Live contain 3 types of information for each entry: Identifier (the client’s phone number), Added by (name of the user who added a number to the Robinson list – they can be an agent or supervisor) and Date added (the date when the entry was added to the Robinson list).

Global Robinson lists exist in many countries, with users being able to sign up to such lists in order to avoid unsolicited contact. In addition to this, VCC Live operates with its own Robinson list: when an agent terminates a call with a Robinson disposition, the number is added to the specific VCC Live project’s Robinson list (which can be your Global Robinson list as well). 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. In addition to the default Robinson list of a project, it is also possible to add numbers manually to the projects’s Robinson list.

In this lesson you will learn how to:

  • Select a Project’s Default Robinson list
  • Select a Project’s Secondary Robinson list
  • Add or Remove Numbers to the Default Outbound Robinson List
  • Create a New Robinson List
  • View all entries in a Robinson List
  • Allow Agents to Call Robinson List Records

1. To Select a Project’s Default Robinson list

VCC Live can handle several Robinson lists, which can be assigned to one or more projects. When creating a new project, you can set a Robinson list as a default for your project. To do this, just follow the below steps:

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

2. To Select a Project’s Secondary Robinson list

Our Secondary Robinson list package lets our users to use an additional Robinson list to 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).

As an additional feature, it is possible to enable the Contact-level Robinson list package. This enables two features for our clients:

  1. By turning on the feature, the dialer makes a difference between contacts and records. This means that if you have, for example 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.
  2. On the agent interface, agents can see now a new column on the record’s Contact tab. In this column, a Yes/No value shows whether a contact is on the Robinson list. If it is, then a light red highlight indicates that too.

Custom packages are available via VCC Live menu > VCC > Customer Package settings.

To select a Robinson list as secondary:

  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.

3. To Add or Remove Numbers to the Default Outbound Robinson List

If you want to update your global / default Robinson list with further contacts who don’t want to be called, you can easily add more phone numbers to your existing Default Outbound Robinson List by following the steps below:

  1. From the VCC Live menu, select Contact Center > Global Settings.
  2. On the Robinson list tab, select Default Phone Out (on the upper-left side of the window).
  3. In the Edit Robinson list list pane, enter phone numbers in the Add/remove these phone numbers to Robinson list: field.
  4. Press Add to Robinson list. The dialer will not dial these phone numbers.

If you want to make a phone number callable again, you can also remove a phone number from the Robinson List by entering a phone number, and then pressing Remove from Robinson list.

Note: Phone numbers should be entered in the following format, without spaces: country code + area code + local number. Example for a phone number in Budapest, Hungary: 361123456

Tip: It is also possible to clear all entries from a Robinson list, so you can build it up again from scratch. In order to do this, simply press the Remove all phone numbers button.


4. To Create a New Robinson List

If, besides your default Robinson list, you need another list with specific phone numbers, you can also create a new Robinson list from scratch.

  1. From the VCC Live, select Contact Center > Global Settings.
  2. On the Robinson list tab, select New Robinson list (on the left side of the window).
  3. Enter a name for your list, then press Save.
  4. In the {base/call_center/settings:manageRobinsonList.label}} 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 these phone numbers.
  5. Once set, this new Robinson list will be then listed and can be selected in the Robinson list drop-down list, as described in To Select a Project Default Robinson list above.

5. To view all entries in a Robinson List

After adding or removing entries from a Robinson list, you can also view which specific phone numbers the list contains. To access the list, simply do the following:

  1. From the VCC Live, select Contact Center > Global Settings.
  2. On the Robinson list tab (on the left), select the Robinson list you want to verify.
  3. In the Edit Robinson list pane, press the Export button. A list of all entries in the selected Robinson list is then downloaded to your computer, which you can access by clicking on the Open button in the window that appears in VCC Live.

6. To Allow Agents to Call Robinson List Records

It is possible to allow your agents to be able to call phone numbers that are on Robinson lists. In such cases, when an agent attempts to call a number that is present on a Robinson list, a warning message will still appear for the agent, stating that the phone number is added to the Robinson list. However, after this warning, the agent can decide whether to call the phone number or not. In order to allow your agents to call numbers from Robinson lists, follow the steps below:

  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.
  • If, after the warning message, the agent decides not to call the phone number, the Discard (Robinson) disposition is given to the record.
  • If, on the other hand, the agent decides to call the phone number, the record receives a disposition defined by the agent.

Note: By default, not marking this checkbox means that your agents are not authorized to call numbers from the Robinson list.

Back to Support and Learning Center

Comments

Can’t find what you need? Use the comment section below to connect with others, get answers from our experts, or share your ideas with us.


There are no comments yet.

Click here to cancel reply.

Please note that by clicking on the Submit button, you agree to a member of VCC Live team contacting you with business offers. You can find detailed information on how we can establish contact with you in our Privacy Policy

illustration

Product

  • Call center
  • Outbound
  • Inbound
  • Omnichannel
  • Channels
  • Integrations
  • More on VCC

Main Features

  • IVR system
  • Auto dialer
  • Call queuing software
  • Automatic Call Distribution
  • Call center scripting tool
  • Outbound IVR
  • Predictive dialer
  • Voicemail detection
  • Contact center dashboard

Solutions

  • Customer Service
  • Sales Teams
  • Debt Collection
  • AI and Automation
  • BPO
  • Retail
  • Financial Services
  • Banking
  • Insurance
  • Consumer Lending
  • Healthcare

Resources

  • Blog
  • Case Studies
  • Ebooks
  • Call Center Courses
  • Information Security
  • Learning Center
  • Download
  • Telco services
  • Call center KPI library

Company

  • About us
  • Why VCC Live
  • Careers
  • News
  • Partners
https://vcc.live/wp-content/uploads/2022/03/iso-cert-1-min.png https://vcc.live/wp-content/uploads/2022/03/iso-cert-2-min.png https://vcc.live/wp-content/uploads/2022/03/iso-cert-3-min.png https://vcc.live/wp-content/uploads/2025/04/SOC2-website-e1745483442463.png

Social Media

https://vcc.live/wp-content/uploads/2022/03/linkedin-footer.svg https://vcc.live/wp-content/uploads/2022/03/twitter-footer.svg https://vcc.live/wp-content/uploads/2022/03/facebook-footer.svg https://vcc.live/wp-content/uploads/2022/03/instagram-footer.svg

Call us

https://vcc.live/wp-content/uploads/2022/03/flag-hu.png Hungary
+36 19996400
https://vcc.live/wp-content/uploads/2022/03/flag-en.png UK
+44 2086380169
https://vcc.live/wp-content/uploads/2022/03/flag-de.png Germany
+49 3021782516
https://vcc.live/wp-content/uploads/2022/03/flag-pl.png Poland
+48 123950886
https://vcc.live/wp-content/uploads/2022/03/flag-ro.png Romania
+40 31706167
https://vcc.live/wp-content/uploads/2022/03/flag-usa.png USA
+1 3024988337
  • Privacy Policy
  • Cookie Policy
  • Legal Statement
  • General Terms of Agreement
  • Magyar nyelvű jogi dokumentumok
illustration