This document is intended to describe how to determine if a number appears in the Do-Not-Call list in a Cisco Unified Intelligent Contact Center Management Enterprise (ICM) Cisco Outbound Option environment.
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The information in this document is based on ICM versions 7.x and earlier.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
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State and national laws require that predictive dialing systems maintain a Do-Not-Call list. Every campaign and list must be checked against the Do-Not-Call list. If the system finds a number in the Do-Not-Call list, the system must not dial the number.
Cisco Outbound Option supports the Do-Not-Call list. With this feature, the dialer compares the numbers to be dialed against a Do-Not-Call list before the phone numbers are dialed in order to determine whether the phone number can or can not be dialed. There can be situations, for example, after a Do-Not-Call list is imported, where you need to verify whether certain numbers are in the Do-Not-Call list.
There are two methods available in order to determine if a number is present in the Do-Not-Call list in Cisco Outbound Option based on the version of Cisco Unified ICM. In ICM versions earlier than 7.x, the Do-Not-Call list is stored in Microsoft SQL Database tables. Whereas in versions 7.x and later, the numbers are stored in memory.
Use SQL Query Analyzer in order to view/export/search the Do_Not_Call_Table in the Blended Agent (BA) database. Complete these steps:
Open SQL query analyzer.
Use the drop-down box in order to choose the BA database.
In SQL query analyzer, type " select * from Do_Not_Call.
Click the green check mark in order to execute the query.
There are two methods for ICM 7.x and later.
Use procmon to check the contents of the Do-Not-Call list stored in memory. These two commands are available:
>>>> donotcall /query Number, Extension
!--- This command verifies if the number-extension !--- pairs are currently in the memory.
>>>> donotcall /count
!--- This gives the total number of entries in !--- the memory of the Do-Not-Call list.
After an import of the Do-Not-Call list, the Campaign Manager creates a backup file of what is currently in memory for the Do-Not-Call list. The file is stored in this directory: c:\icm\<instance>\la/bin/DoNotCall.restore
This file can be viewed in any text editor and can be used in order to verify the contents of the current Do-Not-Call list.