{"article":{"id":27238944234395,"url":"https://regalvoicesupport.zendesk.com/api/v2/help_center/en-us/articles/27238944234395.json","html_url":"https://support.regal.ai/hc/en-us/articles/27238944234395-Call-Restrictions","author_id":14232652668443,"comments_disabled":true,"draft":false,"promoted":false,"position":0,"vote_sum":0,"vote_count":0,"section_id":5052892900507,"created_at":"2024-07-09T03:52:38Z","updated_at":"2026-01-09T19:59:32Z","name":"Call Restrictions","title":"Call Restrictions","source_locale":"en-us","locale":"en-us","outdated":false,"outdated_locales":[],"edited_at":"2026-01-09T19:59:32Z","user_segment_id":null,"permission_group_id":6083213587483,"content_tag_ids":[],"label_names":[],"body":"

Overview

Regal's Call Restrictions feature set helps you ensure that relevant calls are not placed during FTC or state-restricted timeframes. Call Restrictions supported by Regal include:

Daily Available Hours: The FTC restricts telemarketing calls outside the hours of 9am - 8pm in the contact's local timezone. 

The hours outside of Daily Available Hours are considered \"Quiet Hours\". By default, Regal blocks relevant calls outside of Daily Available Hours (9am - 8pm).

Weekend Restrictions: Some states (e.g. Alabama) restrict calls during certain weekend timeframes (e.g. all of Saturday). 

State/Federal Holidays: Some states restrict calls during federal or state-specific holidays (e.g. Louisiana prohibits calls on Good Friday). 

State of Emergency: Some states restrict calls during emergencies such as temporary curfews or natural disasters. 

Daily Call Limits: Some states (e.g. Florida) have a limit on the number of telemarketing calls that can be placed to a contact each day. 

DNC Lists and Opt-out: The FTC restricts calls to contacts on a DNC list or those who have opted out of calls. 

Regal respects the opt-in/out status of each contact, which can be configured by agents or admins. For Do-Not-Contact (DNC) list management, Regal integrates with Gryphon. Learn more about the Gryphon Check and how it blocks calls to contacts on DNC lists here.

Note: Inbound calls, manual outbound calls, and scheduled callbacks are not subject to call restrictions.

Required Setup for Respecting State-Specific Call Restrictions

In order for your configured state-specific call restrictions to be properly enforced, you must provide each contact's state information using the custom_properties.address.state attribute, using the standard 2-letter state abbreviation (e.g., \"NY\", \"CA\", \"TX\").

Without this state information, Regal cannot determine whether state-specific restrictions apply to a contact to know to subsequently block calls if needed.

Default State Holiday Coverage

By default, Regal is set up to follow the State Holiday restrictions listed below. Regal also supports Federal Holidays - where calls will be blocked to all contacts regardless of state.

Default State Holidays List:

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
HolidayALLANEPARIUT
New Year's Day✓✓✓✓✓✓
Martin Luther King Day✓✓✓✓✓✓
Inauguration Day ✓    
President's Day✓ ✓✓✓✓
Mardi Gras Day✓✓    
Good Friday ✓ ✓  
Confederate Memorial Day✓     
Arbor Day  ✓   
RI Independence Day    ✓ 
Memorial Day✓✓✓✓✓✓
Jefferson Davis Day✓     
Flag Day   ✓  
Juneteenth Day✓✓✓✓✓✓
Independence Day✓✓✓✓✓✓
Pioneer Day     ✓
Victory Day    ✓ 
Labor Day✓✓✓✓✓✓
Columbus Day✓ ✓✓✓✓
Election Day   ✓✓ 
Veterans Day✓✓✓✓✓✓
Thanksgiving✓✓✓✓✓✓
Day after Thanksgiving ✓✓✓  
Christmas✓✓✓✓✓✓

 

In-App Monitoring and Configuration

Monitor Your Compliance

When a call task is created, Regal will check the call type, your call restriction configuration, the contact's state (via custom_properties.address.state), and the contact's timezone (if relevant) to determine whether it can be placed or routed to an agent. 

If a contact is deemed non-contactable and the task is a campaign outbound call or ASAP callback, the call will be moved into a Quiet Hours queue which has no eligible agents. You can view a list of the pending calls in the Quiet Hours queue by filtering the Upcoming Tasks page by queue. \"quiet_hours_tasks_page.png\"

You can find the number of pending calls in the Quiet Hours queue and other stats in the Queues page. \"quiet_hours_queues_page.png\"When the contact is contact-able, they will move out of the Quiet Hours queue into an agents queue per the brand's routing rules so they can be handled.

Update Your Call Restrictions Settings

The Call Restrictions section in Settings allows you to view and update your current configuration for each restriction type: Daily Available Hours, Holidays, Daily Call Limits, and States of Emergency. 

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