Classic - TCPA Feature
- Rebecca Kornblum
Analytics
Purpose
The TCPA feature prevents agents from calling borrowers outside of allowed business hours. The hours are determined by the borrowers’ area code and time zone. The TCPA Call Areas by State and Area Codes spreadsheet provides a list of area codes and time zones with their associated allowed business hours. Insellerate’s system logic follows all national- and state-level guidelines.
Using the TCPA feature is mandatory. Companies may choose to opt in or out of using the TCPA feature. When the TCPA feature is enabled, all displayed phone numbers available to the agent will adhere to the TCPA rules.
Calls Enabled
All phone number links remain blue when they fall within TCPA allowed business hours.
Clicking the enabled phone number automatically makes the call. Confirmation of the call in progress appears in a green popup notification at the top right of the user’s screen.
Calls Disabled
All phone number links are grey and disabled when they fall outside of TCPA allowed hours.
Agents attempting to make a call outside of TCPA allowed hours receive a “no” symbol and must acknowledge receipt of the following message: "Lead is outside of allowed call hours. Please retry at a different time."
