A call was refused: the number is on a do-not-call list
Understand the do-not-call refusals and when, if ever, the number may be called again.
Where to find it
Calls › Dialer, Calls › Outbound call agents
Open this screen
Steps
- Read the refusal: it says whether the contact is marked do-not-call, the number is on your suppression list, or it is on a national registry.
- Do not call the number. To check it by hand, use May we call this number? on Settings › Do-not-call & rules.
- Only if the person asked to be called again: an admin or manager removes the number from the Suppression list, or you change the contact's stage on their record.
Troubleshooting
"This contact is marked do-not-call."
Do not call them. If they asked to be called again, change the contact's stage on their record.
"This number is on your suppression (do-not-call) list."
Remove it from the list on the Do-not-call & rules page only if the person asked to be called again.
"This number is on the national do-not-call registry."
Do not call it.
The number shows "All organisations" on the suppression list and has no Remove button.
It is blocked for every organisation on this service. Only the platform operator can remove it.
Tips
- Pressing Do not call during a call you are on adds the number to your suppression list for you.
Good to know
- A suppressed number is refused before the carrier is ever asked to dial it, in the dialer, batches and campaigns alike.
Related how-tos
- Do-not-call & rules Keep the numbers that must never be called, see what the calling rules refused, check a number and its consent, and block unwanted callers.
- Add numbers to the do-not-call list, or remove one Make sure a number is never called again, or import a list of them, and remove a number when the person asks to be called again.
- Check a number and save a contact’s consent Check by hand whether a number is on your suppression list, and see or record the consent on file for a contact.
- Dialer Call a contact or any number: from this browser, by ringing your own phone first, or by having your AI agent place the call.