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Fill in the blanks and test your “Do Not Call” skills

Questions:

1. A _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ means any software, system, or device that automatically initiates outgoing telecommunications from a pre-determined list of telecommunications numbers. Telemarketers use these devices to make calls more efficiently.

2. If you receive a telephone call and no one is on the other end, this is described as a “dead air” call. An abandoned call is one that is not answered by a telemarketing representative within two (2) seconds. Dead air and abandoned calls occur when a telemarketing representative is unavailable when customers answer. This happens if telemarketers automate outgoing calls as described in 1 above, as the rate of calls may be faster than the rate at which a live representative becomes available.

Telemarketers using the software, system or device described in 1 above, should not exceed, in any calendar month, a _ _ _ _ percent abandonment rate. Additionally, the telemarketer and/or its client must maintain records of actual abandonment rates for three (3) years from the date each monthly record is created.

3. Random dialing and calls to non-published numbers are permitted, except to (i) numbers on the National DNCL and the internal do not call list, (ii) _ _ _ _ _ _ _ _ _ lines and (iii) _ _ _ _ _ _ _ _ _ _ facilities.

4. _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ is prohibited.

5. _ _ _ _ _ _ _ _ _ refer to sophisticated technology-based systems for luring and trapping rogues (in this context, telemarketers, but in other contexts, hackers, spammers or other rogues). Phone numbers from these systems appear to the caller to be normal phone numbers and targets for telemarketers, but are in fact one in a series of special phone numbers that telecommunication companies provide to regulators like the CRTC.

Calls to these numbers are answered by live or automated operators, and call information is automatically logged. Call information, in conjunction with customer complaints and other information, is used in investigations. Internationally, these types of systems have proven effective for regulators. In a report covering 2014 – 2015, the CRTC said it had over 1,400 of these phone numbers and received a total of 6,600 calls to these numbers in 2014-15.

Answers:

1. Predictive Dialing Device” or “PDD”
2. Five
3. (i) Emergency (ii) Healthcare
4. Sequential dialing
5. Honeypots

Finance-Accounting-Policy-Pro-print-software-manual-180pxPolicy OP 6.12 – Do Not Call Registry has been updated and replaced in Finance and Accounting PolicyPro published by First Reference to provide more robust guidance on complying with the Unsolicited Telecommunications Rules, which include the National Do Not Call List (DNCL) Rules, the Telemarketing Rules and the Automatic Dialing-Announcing Devices (ADAD) Rules. Policy OP 6.12 will help businesses comply with the National DNCL Rules, to protect their brands and avoid penalties.

Apolone Gentles, JD, CPA,CGA, FCCA, Bsc (Hons)

Apolone Gentles is a CPA,CGA and Ontario lawyer and editor with over 20 years of business experience. She has held senior leadership roles in non-profit organizations, leading finance, human resources, information technology and facilities teams. She has also held senior roles in audit and assurance services at a “Big Four” audit firm. Apolone has also lectured in Auditing, Economics and Business at post-secondary schools.
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