Overview
Regal's compliance feature set ensures that relevant calls are not placed during FTC or state-restricted timeframes. Restrictions include:
Daily quiet hours: The FTC restricts telemarketing calls outside the hours of 9am - 8pm in the contact's local timezone.
By default, Regal blocks relevant calls during daily quiet hours.
Weekend restrictions: Some states (e.g. Alabama) restrict calls during certain weekend timeframes (e.g. all of Saturday).
State Holidays: Some states restrict calls during federal or state-specific holidays (e.g. Louisiana prohibits calls on Good Friday).
State Emergencies: 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.
To configure call blocking for a state weekend restriction, holiday, emergency, or daily call limit, reach out to your CSM.
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.
Monitor Your Compliance
When a call task is created, Regal will check the call type, your call compliance configuration, 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.
You can find the number of pending calls in the Quiet Hours queue and other stats in the Queues page. 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.
Note: Inbound calls, manual outbound calls, and scheduled callbacks are not affected by call compliance restrictions.