Calls to Canada, Puerto Rico, Virgin Islands, etc. are considered international calls. This article will help walk you through creating a lead filter whose purpose is to help prevent calls to Puerto Rico and Canada from being placed. Wherever possible, we recommend you filter your data to remove these area codes prior to uploading into the system.
Step one- Log onto your contact center dashboard and navigate to "Admin utilities" and then select "Lead filter list".
Step two- Now click on the "+ Add lead filter" button in the upper right of the screen.
Step three- Fill in the filter ID, the filter name, and filter comments with something you can recognize. Then in the Filter SQL field, copy/paste the string below into the SQL body and hit save. It should look like the image below:
left(phone_number,3) NOT IN(257,263,273,382,387,460,468,487,537,568,584,600,683,742,753,851,871,942,368,403,587,780,825,264,268,242,246,441,236,250,604,672,778,284,622,345,670,767,809,829,849,473,671,658,876,204,431,664,428,506,709,879,782,902,226,249,289,343,365,416,437,519,548,613,647,705,807,905,787,939,354,367,418,438,450,514,579,581,819,873,306,474,639,721,869,758,784,868,649,340,867)
This SQL filter will check the first three digits of the lead phone number (the area code) and filter out any leads that match, making them non-dialable. Listed above is every Puerto Rico and Canada area code.
*Note: this list is current as of July 2022.
Next you will want to test the lead filter on a campaign. This step is very important, as it is easy to add SQL incorrectly, which in turn may cause your campaign(s) to not function as expected. To test, click the modify button for the lead filter to return to the image above. At the bottom of the screen you will see "Test on campaign", select the campaign you wish to test on and click Submit. If your lead filter was setup correctly, you should see how many leads your campaign has with the filter, and without the filter.
Last step- After you have tested your filter you now need to activate it on the campaign. To do this, navigate to Campaign Campaign and hit click the modify button. Navigate down to the list section and find the option for "lead filter". You will then have the option to select the new filter you created.
Important things to keep in mind:
Always test the SQL string before applying to a campaign, even a missing comma can cause the filter to function incorrectly, effecting the campaign(s) negatively.
You can always turn a filter on and off in the campaign settings, and apply it to different campaigns.