Internal Do Not Call (DNC) Managment

Do Not Call can be a bit intricate due to the system allowing multiple phone numbers per contact and by the system allowing duplicate contacts if settings allow. DNC can include phone numbers and email addresses. There is a separate Do Not SMS list which we will not cover here although a contacts DNC flag or a phone numbers DNC flag can also prevent SMS. The Federal DNC is separate and not covered here.
The goal here is to explain the various DNC settings, storage locations, and DNC update actions.

DNC Storage Locations:

Contact Level - “do_not_contact” field on the contact is used primarily for filtering for contacts and live filters fetching leads for campaigns. 

Phone Number Level - each phone number has its own DNC field which allows for some numbers to be DNC but others not on the same contact.

Email Address Level - same as above but with email addresses.

DNC List - each customer account has its own private DNC list. Phone numbers can be uploaded directly to it or inserted individually by web form or API. The idea here is this list can be maintained separately from the contact leads list and persists even if contacts are deleted. 

DNC Area codes - each customer account has its own private list of area codes that will be marked as DNC automatically. 

System DNC List - system administrators have a DNC list of numbers that cannot be called by any customer on the platform. This list is a mandatory scrub. 

DNC Settings:

DNC Phone Number cascades to Contact - ( account settings) If you want a do not contact phone number to set any associated contacts and their other phone numbers and email addresses to do not contact as well, then activate this option.

DNC Email Address cascades to Contact - ( account settings) same as above but with emails.

Omit DNC Phone Numbers - (account setting) If on, we will reject contact CSV rows with all DNC numbers on contact csv import.

UnDNC Contact on API Create - a hidden admin-only feature which can undnc a contact and its phone numbers if it's created over an API POST request or agent form create. 

DNC Actions 

Setting a contact to DNC - Contact DNC, All Numbers DNC + All Numbers added to DNC List

Contact Bulk Update set DNC - Contact level DNC only.

Call Disposition DNC Contact  - Contact DNC, All Numbers DNC + All Numbers added to DNC List

Call Disposition DNC Phone Number - Phone Number on all contacts marked DNC on phone number level only & number added to DNC list

Contact Disposition DNC Contact  - Contact DNC, All Numbers DNC + All Numbers added to DNC List

Adding a number to DNC list - Phone Number on all contacts DNC on phone number level only, IF account setting dnc_phone_cascade_to_contact is on, it will also mark other contacts with that number as dnc on the contact level and also set those other contact’s numbers to DNC (but won't add their other numbers to the DNC list or cascade any further). 

Uploading a CSV to DNC list - Phone Numbers on all contacts DNC on phone number level only, IF account setting dnc_phone_cascade_to_contact is on, it will also mark other contacts with that number as dnc on the contact level and also set those other contact’s numbers to DNC (but won't add their other numbers to the DNC list or cascade any further).

Adding DNCdnc area code - Phone Numbers on all contacts marked DNC on phone number level only.

Setting a phone number to DNC - Phone Number on all contacts DNC on phone number level only, number added to DNC list, IF account setting dnc_phone_cascade_to_contact is on, it will also mark other contacts with that number as dnc on the contact level and also set those other contact’s numbers to DNC (but won't add their other numbers to the DNC list or cascade any further).

Sales Funnel Rule Do Not Call  - Contact DNC, All Numbers DNC + All Numbers added to DNC List

Automation Action Do Not Contact - Contact DNC, All Numbers DNC + All Numbers added to DNC List

Contact CSV Import DNC Scrub - marks the phone numbers as DNC and the new contact is marked DNC if all its numbers are DNC. If setting Omit DNC Phone Numbers is on, then it will not create the contacts that have all DNC numbers. 

Contact (web form & API) Create DNC Scrub - marks the phone numbers as DNC but not the contact.

Delete single/bulk DNC Entry - Updates the number DNC=false on all contacts on the phone number level, reviews the associated contacts, and updates them DNC=false if they have no other DNC numbers. 

Clear DNC List - Updates the numbers DNC=false on all contacts on the phone number level, reviews the associated contacts, and updates them DNC=false if they have no other DNC numbers.