Compliance
TCPA, FCC, GDPR, and state-by-state legal context for dialing.
86 posts.
What GDPR means for call centers calling EU residents
The EU's General Data Protection Regulation (GDPR), effective May 25, 2018, imposes data access, correction, and erasure rights on any organization that collects or processes data about EU residents — including call centers based outside the EU. Here is what that means in practice for VICIdial operators.
Read postWhat TCPA and Litigator Scrub filtering through DNC.COM covers
DNC.COM's TCPA scrub and Litigator Scrub are two distinct filters that protect call centers from autodialer consent violations and lawsuit exposure. Here is what each one does and why both matter.
Read postWho is affected by GDPR, even outside the EU
GDPR applies to any organization that collects or processes personal data of EU residents, regardless of where the organization is based. Call centers outside Europe are not automatically exempt.
Read postHow to add a new Call Time definition in VICIdial
This post walks through every field on the Add New Call Time screen in VICIdial, with practical guidance on naming, time-window values, and the permanent ID constraint you must plan for before saving.
Read postHow to attach state-specific call times to a Call Time definition
State Call Time Definitions let you override the default calling window for leads in specific states, so VICIdial automatically respects narrower state-level restrictions. This guide covers creating a State Call Time and linking it to a Call Time definition.
Read postWhat the DNC.COM integration adds to VICIdial filtering
VICIdial's DNC.COM integration lets you scrub lead lists and inbound DID calls against state, federal, and internal DNC lists plus TCPA and Litigator Scrub — all from a single web admin utility.
Read postWhat Canada's DNCL is and how it differs from the US DNC list
Canada's National Do Not Call List (DNCL) is the Canadian counterpart to the US federal DNC registry, but the two systems have meaningful differences in scope, exemptions, and record-keeping obligations. This post breaks down what dialer operators need to know.
Read postWhat a Call Time definition is in VICIdial
A Call Time definition sets the days and hours VICIdial is allowed to dial outbound leads or accept inbound calls, based on the customer's local time zone. This post explains every field and the core logic behind the feature.
Read postHow to set up the 24-Hour Call Count Limit for Florida
Florida's mini-TCPA caps outbound sales calls at three per phone number in any 24-hour window. This guide shows exactly how to configure the 24-Hour Call Count Limit feature in VICIdial to stay compliant.
Read postThe GDPR right of access and right to erasure, explained
Articles 15 and 17 of the GDPR give EU residents the right to see every piece of personal data you hold on them and to demand its deletion. Here is what those rights require in practice.
Read postThe near-total cold-calling bans you should know about (CT, MS)
Connecticut's 2023 law and Mississippi's 2024 Medicare ban are among the strictest state-level calling restrictions in the US. If your campaigns reach either state, you need to know what is and is not permitted.
Read postWhy Washington makes you end a call within 10 seconds on request
Washington state's HB-1497 includes a strict rule: if a called party signals they want to end the call, the solicitor must hang up within 10 seconds. Here is what that means for your dialer setup.
Read postWhat ACTIVE, INACTIVE, and EXPIRED holiday status mean
VICIdial gives each Call Time Holiday one of three statuses — ACTIVE, INACTIVE, or EXPIRED — and only one of them actually triggers After Hours routing on the holiday date. Understanding the difference prevents costly misconfigurations.
Read postHow to add a Call Time Holiday in VICIdial
Adding a Call Time Holiday in VICIdial takes a few minutes but requires careful attention to status and the inbound method. This step-by-step guide covers every field and the two-step process to attach the holiday to a Call Time.
Read postWhat Call Time Holidays are and when to use them
Call Time Holidays are one-day (or partial-day) rules attached to a Call Time definition that reroute inbound calls to an After Hours option during a named holiday. This post explains the feature, its fields, and when it makes sense to use it.
Read postWhat Washington's mini-TCPA means for your campaigns
Washington's HB-1497, effective June 2022, extends beyond sales calls to cover any organization soliciting for money, requires caller identification within 30 seconds, and mandates ending a call within 10 seconds when requested. Here is what VICIdial operators need to configure.
Read postWhat Oklahoma's mini-TCPA means for your campaigns
Oklahoma's HB-3168, in effect since November 2022, bans most automated sales calls, caps contacts at 3 per number per 24 hours, and prohibits voice-alteration technology. Here is what that means for VICIdial operators.
Read postWhat Oregon's 2026 mini-TCPA means for your campaigns
Oregon's House Bill 3865 took effect January 1, 2026, restricting automated sales calls and SMS texts to Oregon numbers, with a 3-call-per-24-hour cap and an 8 am–8 pm calling window. This is what VICIdial operators need to know.
Read postWhat Maryland's mini-TCPA means for your campaigns
Maryland's HB-37, effective January 1, 2024, mirrors Florida's mini-TCPA with a 3-calls-in-24-hours cap and 8 am–8 pm calling window. Here is what VICIdial operators need to configure before dialing Maryland numbers.
Read postWhat UK call-center rules (OFCOM) mean for dialers
UK OFCOM telemarketing rules share much with US FTC rules but differ in key ways — including how drop rates are calculated and how abandoned calls are treated. Here is what outbound dialers need to know.
Read postWhat Canada's CRTC telemarketing rules mean for dialers
Canada's CRTC telemarketing rules took effect in September 2008, modeled closely on the US FTC Telemarketing Sales Rule but with key differences around calling hours, disclosures, and DNC record-keeping. Here is what VICIdial operators need to know.
Read postWhat the UK TPS and CTPS lists are and how to filter against them
The Telephone Preference Service and Corporate Telephone Preference Service are the UK's opt-out registries for consumer and business numbers. Outbound dialers must filter against both before placing calls.
Read postHow the UK OFCOM drop-rate calculation differs from the US
Since December 2015, OFCOM has allowed a different formula for counting dropped calls — one that factors out anticipated answering-machine drops. Here is how to enable it in VICIdial and why it matters.
Read postThe UK 72-hour drop-lockout rule and how to set Drop Lockout Time
Under UK OFCOM rules, you cannot attempt to re-contact a customer within 72 hours of an abandoned call. VICIdial's Drop Lockout Time field in Campaign Detail enforces this automatically.
Read postCanada's calling hours and DNC record-keeping rules explained
Canadian telemarketing rules impose strict calling windows — 9 am to 9:30 pm on weekdays and 10 am to 6 pm on weekends — and require businesses to retain internal DNC entries for 3 years and 31 days. This post explains both requirements and how to configure VICIdial to meet them.
Read postHow to export or purge a lead's data for a GDPR request
When a GDPR right-of-access or right-to-erasure request arrives, VICIdial's Modify Lead page gives you the tools to download or permanently delete all data for that lead. Here is exactly how to use them.
Read postTCPA Consent Revocation Rules
A consumer can revoke consent to your calls and texts by any reasonable means. Here is how a VICIdial operator honors that within 10 days.
Read postAI Voice Bots and the TCPA
AI-generated and prerecorded voice calls count as robocalls under TCPA and FCC rules, so they need prior express written consent. Here is what that means for VICIdial.
Read postSTIR/SHAKEN Attestation Levels: A, B, C
What full (A), partial (B), gateway (C) and no attestation each mean in STIR/SHAKEN, and why the level on your calls changes how they get delivered.
Read postWhat the TRACED Act Is
The December 2019 TRACED Act set STIR/SHAKEN, robocall mitigation, and bigger penalties in motion. Here is what it means for a VICIdial caller.
Read postWhy STIR/SHAKEN Matters for Outbound Callers
How STIR/SHAKEN attestation affects call delivery and answer rates, and what an outbound call center can do to keep its numbers landing.
Read postWhat Robocall Mitigation Is
Robocall mitigation is the loosely defined, carrier-level tool that blocks calls a carrier thinks are robocalls. The rules vary widely by carrier.
Read postWhat Is a Do-Not-Originate (DNO) List?
A DNO list is an FCC-required carrier-level list of phone numbers that should never originate outbound calls. Here is what it means for VICIdial operators.
Read postHow to Query the Reassigned Number Database
Check up to 50 numbers individually or 250,000 in a batch at reassigned.us, using your last-contact or consent date to confirm a number was not reassigned.
Read postWhat the Reassigned Number Database Is
The FCC Reassigned Number Database holds 300M+ US numbers reassigned or disconnected since 2021, so callers can confirm a number still belongs to the right person.
Read postHow the RND Shields You From TCPA Liability
The Reassigned Number Database offers a TCPA safe harbor: with prior consent and a clean RND check, one wrong call to a reassigned number will not sink you.
Read postVSPs and STIR/SHAKEN Certificates
Voice Service Providers must hold their own registered STIR/SHAKEN certificates for calls originating on their networks, even with a third-party upstream.
Read postWhy Your Calls Get Flagged Scam Likely
The causes behind SCAM LIKELY labels, from low attestation and high volume to complaints and reused DIDs, and how to reduce flagging.
Read postWhat Local Calling Times Are
Local calling times are the hours you are legally allowed to dial a consumer - and they are measured in the consumer's time zone, not yours.
Read postMaine's Reassigned Number Law (LD 2234)
Maine's 2024 law LD 2234 requires telephone solicitors to use the Reassigned Number Database to verify a number was not reassigned before making a sales call.
Read postState Calling Rules: An Overview
Federal rules are only half the picture. Here is what state telemarketing law adds on top - call windows, prohibited holidays, and separate DNC lists.
Read postTelemarketing-Prohibited Holidays
Some states ban telemarketing on specific holidays, and the list varies by state and year. Here is what that means for a VICIdial operator.
Read postWhat Is a Mini-TCPA?
A mini-TCPA is a state telemarketing law that mirrors Florida's stricter rules: express consent, 8am-8pm windows, and call-frequency caps.
Read postNatural Disaster Calling Bans
States often prohibit telemarketing after hurricanes or floods. Handle a disaster ban in VICIdial the same way you handle a holiday block.
Read postFlorida's 3-Calls-in-24-Hours Rule
Florida limits sales callers to no more than three calls to the same person about the same issue within any 24-hour period - and how a dialer enforces it.
Read postFlorida Mini-TCPA Rules
Florida's July 1 2021 law: express consent for autodialed or recorded calls, an 8am-8pm window, and the state call-time override that enforces it.
Read postHow to Activate State Call Times in VICIdial
A step-by-step on using the CALL TIMES section of admin.php to build a call time record with day-of-week hours and select it in your campaign.
Read postHow to Handle Call Recording Consent
Three practical ways to handle call recording consent in VICIdial: do not record, play a recorded notice, or have agents inform the customer.
Read postSafe Harbor Ring Time: Minimum 15 Seconds
FTC Safe Harbor requires calls to ring at least 15 seconds or 4 rings before you hang up. Set Dial Timeout above 15 in VICIdial.
Read postWhat VICIdial Cold-Storage Logs Are
VICIdial's 2024 cold-storage feature moves older already-archived call logs to a separate database server while keeping them searchable in Admin Lead Search.
Read postThe FTC Caller ID Transmission Rule
Outbound telemarketing must transmit an active Caller ID that identifies your company and lets the consumer opt out. Here is how to set it in VICIdial.
Read postWhat FCC Telemarketing Regulation Covers
FCC telemarketing rules are nearly identical to the FTC's, with a few extras like automated opt-out for dropped autodials and technical ATDS requirements.
Read postFTC Local Calling Time Rule (8am-9pm)
The FTC bans telemarketing calls between 9PM and 8AM local time. VICIfast recommends a tighter 9AM to 9PM window. Set it with the Local Call Time field.
Read postOne-Party vs Two-Party Recording Consent
The difference between one-party and two-party consent states for call recording, and why a hosted dialer treats every call as two-party.
Read postTwo-Party Consent States for Call Recording
Which states require all parties to consent before recording a call, plus the safe default of treating every call as two-party.
Read postWhat State DNC Lists Are
Several states run their own Do-Not-Call lists separate from the federal FTC DNC, and some never forward registrations to the federal list.
Read postHow to Block Calling on a Holiday in VICIdial
VICIdial has no per-state no-call-day scheduler, so block a holiday by setting that state's call time to 2400 to 2400 for the day, then revert.
Read postHow to Set Up a Safe Harbor Message in VICIdial
Set Drop Action to MESSAGE and point Safe Harbor Exten at the recording that plays your company name and callback number when a call is dropped.
Read postHow to Filter Cell Phones From Your Lead Lists
Scrub wireless numbers out of your lists before they hit an auto-dialer. With number portability there is no perfect lookup, but a daily service gets close.
Read postWhat the Drop Action MESSAGE Setting Does
The Drop Action campaign field decides what an abandoned call hears. MESSAGE plays your Safe Harbor recording; HANGUP just disconnects.
Read postSafe Harbor Record-Keeping: The 5-Year Rule
FTC Safe Harbor requires keeping calling records for up to 5 years. The 2024 update added prerecorded messages, carrier details, DNC logs, and relationship records.
Read postThe FCC Automated Opt-Out Requirement
Dropped autodial calls must offer an automated opt-out. In VICIdial, route drops to a Call Menu running cm_dnc.agi so the consumer can remove themselves.
Read postWhat the TCPA Means for Call Centers
A plain overview of the Telephone Consumer Protection Act of 1991 for outbound call-center operators, and the VICIdial settings that keep you compliant.
Read postWhat Is an ATDS Under the TCPA?
An ATDS is equipment that stores or produces numbers with a random or sequential generator and dials them. Here is what that means for your dialer.
Read postIs VICIdial an ATDS?
VICIdial dials from loaded lead lists, not a random or sequential generator, so under the 2021 ruling it appears not to be an ATDS. Configuration still matters.
Read postThe 2021 Supreme Court ATDS Ruling
In April 2021 the Supreme Court unanimously narrowed the definition of an autodialer, requiring a random or sequential number generator. Here is what changed for dialers.
Read postRingless Voicemail and FCC Rules
In November 2022 the FCC ruled that ringless voicemails are subject to robocall rules, so they require the same prior consent as automated calls.
Read postManual-Dial-Only Dialing to Stay TCPA-Safe
One TCPA strategy is to call cell phones only from a dialer with no auto-dial capacity, so a human triggers every call. Here is how that works.
Read postCalling Cell Phones: TCPA Consent Rules
Since October 16, 2013, dialing or texting a cell phone with an ATDS needs prior express written consent. Here is how that rule shapes your campaigns.
Read postTCPA Penalties for Illegal Cell Phone Calls
TCPA penalties run $500 to $1,500 per call or text, and class actions can multiply that across thousands of leads. Here is what a dialer operator should know.
Read postWhat Counts as Express Written Consent
Valid express written consent under the TCPA must name the caller, the number, the purpose, the ATDS disclosure, and carry an affirmative signature.
Read postOne-to-One Consent and Lead Providers
Under the newer TCPA rules, consent must be a separate item granted to each individual seller. That changes how bought leads can be called.
Read postThe Standard Opt-Out Keywords You Must Honor
Stop, quit, end, cancel, unsubscribe, revoke, and opt out automatically trigger an opt-out. Here is how a VICIdial SMS program processes them.
Read postTCPA 2025 Rule Changes Explained
The 2025 TCPA changes add separate per-seller consent, a wider revocation definition with a 10-day deadline, and bring AI voice bots under robocall rules.
Read postState-Specific Calling Time Restrictions
Many states are stricter than the 9am-9pm standard, and some change the rules by day of week. Here are the windows that matter and what they mean for your dialer.
Read postWhat Is STIR/SHAKEN?
STIR/SHAKEN is the set of carrier protocols that cryptographically attest to a caller's right to use a number, from origination to destination.
Read postWhat FTC Safe Harbor means for auto-dialers
FTC Safe Harbor is a set of five provisions that let you run predictive dialers legally. Miss any one and your campaign is out of compliance.
Read postThe prior-business-relationship exemption explained
A prior business relationship can let you call a consumer who is on the federal DNC list — but the clock runs out faster than most people expect.
Read postWhy you should never load the full federal DNC list into VICIdial
Loading 209 million DNC records into VICIdial's internal DNC table will break the system and still will not satisfy the FTC. Here is the right approach.
Read postWhat the federal Do-Not-Call list is and who has to filter against it
The federal DNC list has over 209 million phone numbers. If your business solicits sales by phone, you must filter against it monthly or face heavy fines.
Read postHow to set Drop Call Seconds for Safe Harbor compliance
Drop Call Seconds controls when VICIdial classifies a call as dropped. Setting it to 5 aligns with the FTC's 2-second transfer-to-agent requirement.
Read postThe 3% abandonment rule explained
The FTC caps abandoned outbound calls at 3% of answered calls per campaign per 30-day period. Here is exactly how VICIdial counts and controls that number.
Read postWhat the FTC Telemarketing Sales Rule means for dialers
The FTC Telemarketing Sales Rule sets the baseline for every outbound sales call in the USA. Here is what it requires and how VICIdial fits in.
Read postHow to filter your leads against the federal DNC list before loading
Federal DNC scrubbing must happen before leads enter VICIdial, not inside it. Here is the practical workflow for filtering and loading clean lists.
Read postA plain-English guide to dialer compliance with VICIdial
How VICIdial maps to FTC, FCC, TCPA, STIR/SHAKEN, state mini-TCPAs and overseas rules so your outbound calling stays inside the lines.
Read postWhy you need an FTC Seller registration to access the DNC list
To download the federal DNC list and filter your leads legally, you must register with the FTC as a Seller. Here is what that means and what it costs.
Read post