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3. Calls which are not answered must ring for a minimum of 15 seconds before being terminated.

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Cisco response: This stipulation requires appropriate configuration of the Cisco Outbound Option. The

default behavior of the dialer is to cancel calls when no agents are available. With Abandon to IVR

configured, the dialer does not cancel calls and the call rings until the ring no-answer limit is reached. To

ensure this situation is compliant, administrators need to set the ring no-answer limit to at least 15 seconds.

4. When an "abandoned call" has been made to a particular number, any repeat calls to that number in the

following 72 hours, or in the following 24 hours in cases where AMD equipment used by the call centre has

identified an anwer machine, may only be made with the guaranteed presence of a live operator.

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Cisco response: Cisco offers two options to meet this requirement to allow flexibility in the type and

purpose of the outbound calling program:

◦ Administrators can turn off call retries. Then, based on call results, administrators can create a new

import list to target calls abandoned previously. This list can then be imported into campaigns running in

Preview mode to ensure a live agent is present to handle calls.

◦ You can use the Dialer Abandoned Delay setting to ensure call retries wait a minimum amount of time

before the next attempt is made. Administrators can use this setting to prevent repeat calls within a 72-

hour window. Similarly, you can use the Dialer Answering Machine Delay setting to ensure call retries for

calls where an answer machine was detected, wait a minimum amount of time before the next attempt is

made. Administrators can use this setting to prevent repeat calls within a 24-hour window.

5. For each outbound call a CLI number is presented to which a return call may be made which is either a

geographic number or a non-geographic number adopted as a Presentation Number which satisfies the Ofcom

guide to the use of Presentation Numbers.

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Cisco response: This feature is standard for Cisco Outbound Option. Administrators can set a Campaign

prefix digit that allows administrators to customize the automatic number identification (ANI) that customers

see.

6. Any call made by the called person to the contact number provided shall not be used as an opportunity to

market to that person without that person's consent.

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Cisco response: This action is customer-based and does not depend on Cisco product features.

7. Records are kept for a minimum period of six months that demonstrate compliance with the above procedures.

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Cisco response: Cisco Outbound Option includes out-of-the-box reports that allow administrators to track

detailed dialer metrics such as number of calls attempted, answered, and abandoned.

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