Do Not Call List Management in VICIdial
Introduction
Do Not Call List Management in VICIdial is essential for any outbound telephony deployment. This guide shows how to set up, import, scrub, automate, and audit DNCs in VICIdial to meet legal and operational obligations while keeping campaigns productive.
Why DNC management matters
Do Not Call (DNC) lists protect consumer privacy and ensure your operation complies with telemarketing rules and client expectations. Poor DNC handling exposes your business to regulatory fines, blocked carriers, reputation damage, and wasted agent time. Managing DNCs reliably also reduces legal risk and increases campaign hygiene — fewer wrong-number dials, fewer complaints, and fewer disputes with clients.
Key goals of DNC management:
- Prevent calls to numbers on global or campaign-specific DNCs.
- Ensure rapid removal of numbers who ask to be placed on DNC.
- Keep synchronized DNC data across systems (CRM, lead providers, VICIdial).
- Automate scrubs and audits to reduce human error.
For a complete overview of our dialer and compliance expertise, visit our DialerGiants homepage to learn how we help businesses stay compliant and efficient.
Introduction
Do Not Call List Management in VICIdial is essential for any outbound telephony deployment. This guide shows how to set up, import, scrub, automate, and audit DNCs in VICIdial to meet legal and operational obligations while keeping campaigns productive.
Why DNC management matters
Do Not Call (DNC) lists protect consumer privacy and ensure your operation complies with telemarketing rules and client expectations. Poor DNC handling exposes your business to regulatory fines, blocked carriers, reputation damage, and wasted agent time. Managing DNCs reliably also reduces legal risk and increases campaign hygiene — fewer wrong-number dials, fewer complaints, and fewer disputes with clients.
Key goals of DNC management:
- Prevent calls to numbers on global or campaign-specific DNCs.
- Ensure rapid removal of numbers who ask to be placed on DNC.
- Keep synchronized DNC data across systems (CRM, lead providers, VICIdial).
- Automate scrubs and audits to reduce human error.
For a complete overview of our dialer and compliance expertise, visit our DialerGiants homepage to learn how we help businesses stay compliant and efficient.
VICIdial DNC concepts: global vs campaign lists
VICIdial supports multiple DNC-related constructs. Understand the distinction:
Global DNC (internal do-not-call)
A site-wide list of numbers that must never be dialed by any campaign. This is the strictest list and is usually used for national DNC registries, known bad numbers, or contacts managed by legal/compliance.
Campaign DNC (local campaign-level blocklists)
Lists attached to specific campaigns. Useful when a client supplies their own DNC (do-not-call their customers) or when a campaign must avoid a subset of numbers for business reasons.
Scrub lists / scrubbed leads
When you run a scrub, VICIdial compares the campaign’s lead set with DNC lists and marks or removes matched leads. Scrubs can be pre-dial (ideally) to avoid the cost of dialing and then rejecting leads later.
Temporary opt-outs
Some operations require temporary holds (for example, a person who asked not to be called for 90 days). VICIdial supports fields & metadata that can be used to record temporary restrictions rather than global permanent blocks.
- Centralize DNC ingestion (single source of truth).
- Normalize and validate numbers on import (E.164 recommended).
- Import to VICIdial global DNC for universal suppression.
- Import client DNCs to campaign-level lists when needed.
- Run an automated pre-dial scrub before building predictive dial lists.
- Log and acknowledge opt-out requests immediately and update all systems (CRM, VICIdial) via API or batch import.
- Audit weekly and reconcile scrub logs.
- For end-to-end VICIdial DNC management services, consider partnering with experts who can automate compliance and maintain list hygiene efficiently.
Preparing your DNC data (formatting & validation)
Clean data is the foundation of reliable scrubbing.
Formatting rules
- Use consistent phone format. Prefer E.164 (e.g., +14165551234) to avoid matching errors.
- Remove non-digit characters before import (spaces, dashes, parentheses).
- Ensure the list has only one phone number per line or column for CSV import.
Validation steps
- Remove duplicates.
- Correct obviously invalid numbers (length checks).
- Tag origin: add a column for source or client and a date_added column for auditing.
- Flag temporary vs permanent opt-outs (if your workflow requires this).
File example (CSV)
phone,source,reason,date_added,expires_on
+14165551234,clientA,customer_request,2025-02-10,
+14165552345,global,ndn_registry,2025-03-01,
+12125559876,clientB,customer_request,2025-04-12,2025-07-12
Importing DNC lists into VICIdial
VICIdial allows importing DNC numbers through the admin web UI and via command-line or API methods. Choose the method matching your volume and automation needs.
Manual import (small lists)
- Log in to the VICIdial admin panel as a user with import privileges.
- Navigate to Admin → List → Modify or Admin → System Settings → DNC (UI labels may vary by version).
- Use the CSV import function and map the phone column.
- Run a test import on a small sample, verify matched entries, then import the full list.
Bulk / automated import (recommended for scale)
- Use scheduled scripts to push CSVs into VICIdial’s database or use VICIdial import utilities.
- Normalize in your ETL step, then insert rows into the vicidial_dnc table (or the appropriate DNC table for your VICIdial version).
- If you use a CRM, push opt-outs from the CRM to VICIdial via API or scheduled sync.
Scrubbing leads: pre-dial best practices
Scrubbing should happen before dialing to avoid abandoned calls and reduce complaints.
Pre-dial scrub options
- Scrub at lead import time. When leads are imported for a campaign, compare them against DNC lists and mark or exclude matches.
- Scrub at dial-list build time. When generating the list for a campaign run, run a final scrub pass.
- Use a “scrub and flag” approach: mark leads matched to DNC as DNC_MATCH=Y and exclude them from the active pool.
Scrub result handling
- Exclude matched leads and move them to a dnc_hold list or update lead status to DNC with a reason code.
- Retain audit columns (date scrubbed, which DNC matched, source) for compliance logs.
Performance tip: For very large lead lists, perform scrubs using database joins with indexed phone columns to ensure fast execution. Avoid row-by-row comparisons.
Automating DNC updates (APIs & webhooks)
Manual processes are slow and error-prone. Automation ensures near-real-time compliance.
Common automation patterns
- Inbound opt-out webhook: When an agent or IVR receives an opt-out request, a webhook writes the number to the CRM and calls an API to push the number to VICIdial global DNC immediately.
- Nightly synchronization: Scheduled ETL jobs pull the latest DNC file from a source (client, national registry) and upsert into VICIdial.
- On-demand scrub API: A service triggers a scrub before a campaign is launched, receiving a scrub report.
VICIdial integration options
- Use VICIdial’s available database access (securely) to insert records into the DNC table. This requires DB credentials and careful transactional handling.
- Or, use community-built scripts or the VICIdial API endpoints (if installed) to add/remove DNC entries. Documented APIs or admin utilities vary by installation and version; test against your environment.
Security: When automating, use least-privileged credentials, TLS for transport, and logging for auditability.
Handling opt-outs in real time (agent and IVR flows)
Agents and IVRs are common sources of opt-out requests. Implement immediate workflows:
Agent workflow
- Agent marks the lead as WANTS_DNC or selects the “Do Not Call” disposition.
- A backend process (or agent-facing tool) invokes API to add the number to global DNC and confirms success to the agent.
- The system updates CRM and logs the timestamp, agent ID, and reason.
IVR workflow
- IVR offers an opt-out option. If the user chooses, IVR posts to an endpoint that adds the number to DNC and returns a confirmation message. Record logs for proof of request.
Proof of opt-out: Store a record of how and when opt-out was requested (timestamp, channel: agent/IVR/web, recording reference if available).
Auditing and compliance reporting
Audits are critical for regulatory defense and client trust.
Audit elements to keep
- Full DNC import history (file name, source, and user who imported).
- Per-number record: date added, source, matched campaigns, and any expiry.
- Scrub logs: date/time of scrubs, number of matches, lead IDs affected.
- Opt-out confirmations (agent ID, IVR logs, call recordings).
Reporting cadence
- Daily: basic scrub summary (numbers added, scrubs run).
- Weekly: reconciliation between CRM DNCs and VICIdial global DNC.
- Monthly: compliance report for regulators or clients (if contracted).
Retention: Retain audit logs per your legal/regulatory requirements (often multiple years). Use offsite backups.
Removing numbers from DNC lists
Occasionally numbers must be removed (e.g., error, new consent). Process must be controlled:
Removal policy best-practices
- Require authenticated request or documented evidence of consent.
- Log who requested removal and why.
- Provide a cooling period before re-enabling automated systems (to avoid churn fraud).
Safe removal steps
- Validate identity/consent with the number owner (documented).
- Remove the number from VICIdial global DNC (DB/API).
- Propagate removal to CRM and partner systems.
- Run a test scrub to ensure no inconsistent state.
Common pitfalls and troubleshooting
1. Formatting mismatches
- Problem: DNC uses +1 format and leads use 10-digit local format → missed matches.
- Fix: Normalize both leads and DNC to the same canonical format before comparing.
2. Slow scrubs on large lists
- Problem: Scrub queries time out or take too long.
- Fix: Index phone columns, perform batch joins, or use temporary tables for set-based operations.
3. Race conditions with live updates
- Problem: Agent marks opt-out at the same moment a dial attempt triggers for that lead.
- Fix: Implement transactional updates or preemptive locks when a call is queued, and use fast API updates.
4. Incomplete automation
- Problem: CRM opt-outs not synced to VICIdial within the same day.
- Fix: Build webhooks or near-real-time sync, and reconcile nightly.
5. Audit gaps
- Problem: No clear logs for who added/removed DNCs.
- Fix: Enforce user-based imports and require metadata on imports.
Performance & scale recommendations
For large-scale deployments:
- Use a dedicated DB server for the VICIdial database and ensure phone columns are indexed.
- Keep DNC tables optimized and partition by region or date if huge.
- Offload recording and bulky assets to separate storage to keep DB fast.
- For very high throughput scrubs, use a staging database or write scrubs in stored procedures to leverage DB optimizations.
Example scripts & commands (conceptual)
Warning: These are conceptual examples. Test on staging before using in production.
Normalize and insert (pseudo-SQL):
— normalize phone: remove non-digit and ensure leading plus
UPDATE staging_import SET phone = CONCAT(‘+’, RIGHT(REGEXP_REPLACE(phone,’\D’,”), 10));
INSERT INTO vicidial_dnc (phone, source, date_added)
SELECT phone, source, NOW() FROM staging_import
ON DUPLICATE KEY UPDATE source = VALUES(source), date_added = VALUES(date_added);
Pre-dial scrub (conceptual):
UPDATE vicidial_list l
JOIN vicidial_dnc d ON l.phone_number = d.phone
SET l.status = ‘DNC’, l.notes = CONCAT(‘DNC match:’, d.source)
WHERE l.campaign_id = ‘ABC123’ AND l.status NOT IN (‘DNC’,’DO_NOT_CONTACT’);
Legal & compliance considerations
Do Not Call rules vary by jurisdiction. Your operation must:
- Know the local regulator rules (e.g., national DNC registries and call consent laws).
- Maintain records of opt-outs and confirmations.
- Respect temporary and permanent opt-out requests.
- Ensure third-party lead providers have represented lawful consent where required.
Disclaimer: This guide is technical and operational in scope. It is not legal advice. Consult a qualified compliance or legal professional for jurisdiction-specific obligations.
Monitoring & KPIs for DNC health
Track these KPIs:
- DNC ingestion lag: time between opt-out request and DNC entry.
- Scrub match rate: percent of leads removed by DNC scrubs.
- Post-dial DNC complaints: calls placed to DNC numbers (should be zero).
- Audit completeness: percent of DNC imports with source metadata.
- Sync success rate: percent of CRM opt-outs synchronized within target SLA.
Set alerts if ingestion lag exceeds threshold (e.g., 1 hour) or post-dial complaints > 0.
Putting it all together: operational checklist
- Centralized DNC ingestion pipeline in place.
- Phone normalization and validation standardised (E.164).
- Global DNC table updated automatically from opt-outs.
- Campaign-level DNCs available and scrubbed pre-dial.
- APIs or webhooks implemented for real-time opt-outs.
- Audit logs capture imports, removals, and agent actions.
- Monthly reconciliation between CRM and VICIdial DNCs.
- Staff trained on DNC handling and escalation for removals.
- Legal advisors reviewed processes for jurisdictional compliance.
FAQs
What is the difference between VICIdial global DNC and campaign DNC?
Global DNC blocks numbers at the system level (no campaign may dial them). Campaign DNCs are specific to a campaign or client and only block that campaign.
How quickly should I add an opt-out to the DNC list?
Aim for real-time or near-real-time (minutes). The faster opt-outs are recorded, the less exposure you have to complaints and regulatory risk.
Can I remove a number from the DNC if the owner gives consent later?
Yes, but require documented consent, log the evidence, and implement a controlled removal workflow. Consider a short cooling period after removal.
How do I handle formatting mismatches that cause scrub misses?
Standardize on a canonical format (E.164) for both leads and DNC lists. Run normalization as part of ETL before scrubbing.
Are bulk imports safe to run during business hours?
Large imports and scrubs can impact DB performance. Schedule heavy operations during off-peak windows, or use optimized set-based database operations to minimize impact.
What logs should I keep to prove compliance?
Keep import logs, per-number DNC add/remove timestamps, opt-out source (agent/IVR/CRM), scrub reports, and reconciliation records for the legally required retention period.
Conclusion
Effective Do Not Call List Management in VICIdial combines clean data, automated ingestion, consistent scrubbing, and robust auditing. Prioritise normalization (E.164), pre-dial scrubs, and real-time opt-out automation to reduce regulatory risk and maintain campaign performance. Make DNC processes central to your operational playbook — reliability here protects your brand, reduces complaints, and keeps your campaigns running smoothly.If you’d like expert help setting up or optimizing your VICIdial DNC management system, contact our team today for a personalized consultation.