Parameter

Description

Add Conditions

There are two main types of conditions:

1. Conditions Based on Phone Numbers and Dialer Profiles

   1. Dialer Profile: Checks the dialer used to make the call.

   2. Country Code: Validates if the number belongs to a specific region.

   3. Suppression List: Checks if the number is in a do-not-call list.If the Rule is configured then Suppression list check is considered from that rule.

      If no Suppression List check is mentioned then Suppression list in campaign is not considered.

      Also, the suppression list check should ideally work in a rule only if it has dialer context.​

2. Conditions Based on Lead Attributes

   1. Multiple Leads Consideration: Checks attributes for the last N leads (maximum 100).

   2. Last Updated Lead: Applies conditions based on the last updated lead.

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To the Profile Associated with Phone Number

Select a phone number or phone number format using regex on which the condition must be applied.

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To the Conditions Associated with Phone Numbers and Dialer Profiles

This condition can be used to check the following and perform actions based on the check:

• Dialer profile used to make the call.

• The country code region associated with the phone number.

• Whether the number is on the suppression list for the given dialer.

To the Lead Associated with the Number

This condition can be used to check the lead attributes associated with the number.

• This condition only checks the most recently updated lead for a particular number.

To the Leads Associated with the Number, with the Option to Specify the Number of Leads

Since there can be more than one lead associated with a number, this rule allows you to check the last n leads associated with a particular number, where n can be a maximum of 100.

• This can be done by using “Number of most recent leads to be considered” and specifying the number.

To the Agent Dialing the number

This condition can be used to put check on the agent dialling the call using user custom fields.

Associated with the case on which dialing is initiated

Sets the condition based on the case custom fields and for the case on which the manual call is being done.

Associated with the lead associated to the case

This condition evaluates the attributes of the lead linked to the case, if a lead exists.

Additional Conditions for Touchpoint and Destination Type

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Condition applies to the touchpoint from which the call is initiated

This condition allows you to apply rules based on where the call is triggered, such as manual outbound, conversation widget, reporting widget, callback, transfer, conference, or digital channels.

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Condition applies to the destination type of the number being dialled

This condition allows you to apply rules based on the type of number being dialled. Supported types include Customer, Direct Number (External), and Expert.

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Rules are applied across all supported touchpoints

Rules are now honoured across multiple touchpoints, not just manual outbound calls. This ensures consistent behaviour regardless of where the call is initiated.

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Rules can validate calls based on both touchpoint and destination type

You can combine touchpoint and destination type in a rule to decide whether a call should be allowed, blocked, or flagged.

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Multiple touchpoints can be selected in a rule

You can select one or more touchpoints in a condition so the same rule applies across multiple entry points.

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Only one destination type can be selected in a rule

You can select only one destination type in a condition (Customer, Expert, or Direct Number). If multiple are added, only one will be honoured.

Rule behaviour when no touchpoint is selected

If no touchpoint is specified, the rule is applied across all touchpoints by default.

Rule behaviour when specific touchpoints are selected

If specific touchpoints are selected, the rule is applied only to those touchpoints. Other touchpoints follow default behaviour.

Rule may not trigger if touchpoint and destination type do not match

If a destination type is selected for a touchpoint where it is not supported, the rule will not be applied and no error is shown.

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Rule behaviour with no dialer context

When the rule initiates a call without any dialer context, it will always follow the Yes path for all touchpoints except conference and transfer. For transfer and conference, if there is no dialer context, it will always follow the No path.

Add Actions

There is only one type of action that needs to be configured:

Actions to Dial Specific Actions- Under this option, there are multiple actions that you can select from the Actions drop down menu.

Allowed to Call

The number will be dialed directly.

Allowed with DNC Warning

Provides a warning before dialing. Agents must have the Override DNC for Manual Calls permission under the Call Controls section to proceed.

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Not Allowed to Call

The number cannot be dialed.

Truncate Starting Zeros

Removes leading zeros from the phone number.

Add Country Code

Associates a country code with the phone number.

Dialer Profile

Sets the dialer profile used for outbound calls. This is applicable when DP: VOICE_DIAL_AUTOFILL_RULES_ENABLED is enabled, and users cannot select a dialer manually.

SKIP_UI_OUTBOUND_CALL_VALIDATION

Conference/Transfer permission (Dialer visibility)

Behavior

FALSE

FALSE

The Dialer is not visible in the UI. Rules are executed. The Dialer may or may not be configured in the rule.

FALSE

TRUE

The Dialer is visible in the UI. Rules are executed.

TRUE

FALSE

The Dialer is not visible in the UI. Rules are not executed.

TRUE

TRUE

The Dialer is visible in the UI. Rules are not executed.

Conference/Transfer permission (Dialer visibility)

Behavior

FALSE

The Dialer is not visible in the UI. Rules are not executed.

TRUE