Voice Opt- Out Request (Duke)

This knowledge base article outlines the process for handling Voice Opt-Out requests submitted by Duke Energy. It provides the steps required to validate that phone numbers have been successfully added to the Voice Opt-Out database and suppression list.

Important Note

An internal automation process is enabled to automatically process phone numbers submitted for Voice Opt-Out requests.

Support Request Source

Duke Energy will submit a support ticket requesting that phone numbers be blacklisted or added to the Voice Opt-Out suppression list.

Example Ticket:
https://goconvey.zendesk.com/agent/tickets/22090

Prerequisites

Before you begin, ensure you have the following:

• Duke Metabase Access

Step-by-Step Instructions

Follow these steps to complete the process or resolve the issue:

Validate Phone Numbers in Metabase 

1.  Log in to Metabase

   Access the Duke Metabase dashboard using the following URL:

   URL: https://dashboard.mbdt01.com/

   2. Navigate to the Voice Opt-Out Dashboard

    Log in to Metabase

   Access the Duke Metabase dashboard using the following URL:

   Duke → Dashboards → Duke-voice-optout

   

   3. Search for the Submitted Phone Numbers

          a. Locate the Phone Number filter field.

          b. Enter the phone number(s) provided in the Duke Energy ticket.

          c. Click the Add Filter button.

   

   3. Enter the Opt-Out Date Range

      a. Review the support ticket and identify the Opt-Out Date Range specified in the request.

     b. Locate the Opt-out Date filter field.

     c. Enter the appropriate start and end dates based on the information provided in the ticket.

     d. Click the Update Filter button to apply the selected date range.

   

   4. Search for the Submitted Phone Numbers

   Review the returned records and verify the following:

          a. All submitted phone numbers are displayed in the results.

          b. The Optout Dt matches the information provided in the request.

          c. The OptinoutChannel value is set to voice for each phone number.

          d. No submitted phone numbers are missing from the results.

   

Expected Outcome

All phone numbers included in the Duke Energy request should appear in the dashboard with the correct opt-out details and an OptInOutChannel value of Voice, confirming successful processing.

Important Note

If any of the submitted phone numbers are not found in the Metabase dashboard after validation, reach out to Deepanshu for further review.