See AlsoScrubbing is the process of sending phone numbers of Leads from Desktop Client to PossibleNOW, and based on the scrubbed results from PossibleNOW updating the status of the phone numbers of Leads in Desktop Client as DNC or callable.
PossibleNOW scrubs a phone number against all State DNC lists and the National Registry of USA in conjunction with EBR Policies and IDNC list.
If a Lead has an EBR Policy, PossibleNOW calculates the Good through Date (GTD) for the Lead’s phone number and returns this information in the scrubbed result. The scrubbed result is used for updating the call status of the phone number to DNC or callable.
Note
The GTD for a phone number is the date when the EBR for that Lead expires and after which the phone number is not callable.
There are two types of scrubbing, Scheduled scrubbing and Event-based Scrubbing. The following topics describe the two types of scrubbing process.
Scheduled scrubbing involves scrubbing all phone numbers of Leads once every week. This frequency can be modified in the Main Database.
The following graphic describes logic to send Lead phone numbers to PossibleNOW during a scheduled scrubbing exercise. See the table below the graphic for more information.
| Step | Description |
|---|---|
|
Lead Phone Number |
All phone numbers of Leads are scrubbed. |
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Is Lead Stage Present? Yes - Verify if the Lead Stage is mapped to an EBR Policy No - Is the Call Status = DNC? |
Verify if the value of the Stage Property is present for the Lead whose phone number must be scrubbed. If a value is present, verify if the Lead Stage is mapped to an EBR Policy in Business Administrator. If a Stage value is not present, verify the call status of the phone number. |
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Is the Lead Stage mapped to an EBR Policy? No - Is the Call Status = DNC? Yes - Verify the EBR Policy |
Verify if the Lead Stage is mapped to an EBR Policy in Business Administrator. If the Lead Stage is not mapped to an EBR Policy, verify the call status of the phone number. If the Lead Stage is mapped to an EBR Policy, verify the EBR Policy of the Lead. |
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Flow when the Lead Stage is not mapped with an EBR Policy |
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Is the Call Status = DNC? Yes - Ignore Scrubbing No - Scrub without EBR |
Verify whether the call status of the phone number is DNC. If the call status of the phone number is DNC, the phone number is not sent for scrubbing to PossibleNOW. If the call status of the phone number is not DNC, the phone number is sent to PossibleNOW for scrubbing and is scrubbed against FTC and IDNC. |
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Flow when the Lead Stage is mapped with an EBR Policy |
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Is the Lead EBR Policy = Dead? Yes - Ignore Scrubbing No - Is the Call Status = DNC? |
Verify whether the EBR Policy of the Lead is Dead. If the EBR Policy of the Lead is Dead, the phone number is not sent to PossibleNOW for scrubbing. If the EBR Policy of the Lead is not Dead, verify the call status of the Lead. |
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Is the Call Status = DNC? Yes - Ignore Scrubbing No - Is GTD Present? |
Verify whether the call status of the phone number of the Lead is DNC. If the call status of the phone number is DNC, the phone number is not sent for scrubbing to PossibleNOW. If the call status of the phone number is not DNC, verify if GTD (Good through Date) for the phone number is present. |
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Is GTD Present? Yes - Ignore Scrubbing No - Scrub with EBR |
Verify whether the GTD for the phone number is present. If the GTD is present, the phone number is not sent for scrubbing to PossibleNOW. If the GTD is not present, the phone number is sent to PossibleNOW for scrubbing with the EBR Policy Date details. |
Event based scrubbing involves scrubbing phone numbers of Leads at frequent intervals based on a specific event in Desktop Client. The default frequency is once every 20 minutes. This frequency can be modified in the Main database. For Event based scrubbing, either all phone numbers of a Lead or only a specific phone number of a Lead is marked for scrubbing.
Scenarios that Trigger Event Based Scrubbing
Following scenarios trigger Event based scrubbing:
• Change in the EBR Policy Date of a Lead
• Change in the EBR Policy of a Lead
• Change in the Brand of a Lead
• Phone number of a Lead is added or edited
• Scope of an IDNC item is affected
• An archived or deleted Lead item is restored
Change in the EBR Policy Date of a Lead
When the EBR Policy of the Lead is changed due to a change in the value of the Stage Property for the Lead.
Example
In Business Administrator, the following EBR Policy mapping exists:
• Prelead is mapped to the Inquiry EBR Policy
• Interview is mapped to the Last Transaction EBR Policy
The value of the Stage Property of a Lead is changed from PreLead to Interview. This causes a change in the EBR Policy of the Lead from Inquiry to Last Transaction resulting in a change in the EBR Policy Date of the Lead. As a result, the phone numbers of this Lead will be marked for scrubbing.
Example
In Business Administrator, the following EBR Policy mapping exists:
• Prelead is mapped to the Inquiry EBR Policy
• Interview is mapped to the Inquiry EBR Policy
The value of the Stage Property of a Lead is changed from PreLead to Interview. This causes a change in the EBR Policy Date of the Lead. As a result, the phone numbers of this Lead will be marked for scrubbing.
Change in the EBR Policy of a Lead
The EBR Policy of a Lead changes when the mapping is changed for the Stage value that is set for a Lead.
Example
The Business Administrator User changes the mapping of the PreLead Stage from Inquiry to Current. This results in a change in the EBR Policy of the Leads whose Stage value is set to PreLead.
The EBR Policy of the Leads whose Stage value is set to PreLead will now be changed from Inquiry to Current. This will result in a change in the EBR Policy for these Leads and the phone numbers of these Leads will be marked for scrubbing.
Change in the Brand of a Lead
When a Lead is transferred to a different Campus, it results in change in the Brand of the Lead when the following conditions are satisfied:
• Brand based DNC is configured.
• The Brand of the Campus to which the Lead is transferred is not related to the Brand of the Lead's previous Campus.
In this scenario, all phone numbers of Leads whose Brand is changed are marked for scrubbing.
Phone number of a Lead is added or edited
When a Lead's phone number is added or edited, the phone number is marked for scrubbing. Some of the scenarios when the phone number can be added or edited are as follows:
• Through iServices, Rules, Campaigns or Web Forms
• Through Desktop Client
• Through an Import operation
Scope of an IDNC item is affected
The scope of an IDNC item is affected when the Date removed Property of an IDNC item is modified or an IDNC item is deleted. After the data is synchronized between CampusNexus CRM and PossibleNOW, the phone number in the IDNC item is marked as pending for scrubbing.
An archived or deleted Lead item is restored
When an archived or deleted Lead is restored, the phone numbers of the Lead are marked as pending for scrubbing.
The following graphic depicts the process flow for Event based scrubbing that is triggered due to any of the scenarios described previously. See the table below the graphic for more information.
| Step | Description |
|---|---|
|
Lead Phone Number |
The phone number of the Lead that is marked as pending for scrubbing due to any of the events described in Scenarios that Trigger Event Based Scrubbing. |
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Is Lead Stage Present? No - Scrub without EBR Yes - Verify if the Lead Stage is mapped to an EBR Policy |
Verify if the value of the Stage Property is present for the Lead whose phone number must be scrubbed. If a Stage value is not present, the phone number is sent to PossibleNOW for scrubbing against FTC and IDNC. If a value is present, verify if the Lead Stage is mapped to an EBR Policy in Business Administrator. |
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Is the Lead Stage mapped to an EBR Policy? No - Scrub without EBR Yes - Verify the EBR Policy |
Verify if the Lead Stage is mapped to an EBR Policy in Business Administrator. If the Lead Stage is not mapped to an EBR Policy, the phone number of the Lead is sent to PossibleNOW for scrubbing against FTC and IDNC. If the Lead Stage is mapped to an EBR Policy, verify the EBR Policy of the Lead. |
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Is the Lead EBR Policy = Dead? Yes - Update Call Status to DNC No - Scrub with EBR |
Verify if the EBR Policy of the Lead is Dead. If the EBR Policy of the Lead is Dead, set the call status of the phone number as DNC and the number is not sent to PossibleNOW for scrubbing. If the EBR Policy of the Lead is not Dead, the phone number is sent to PossibleNOW for scrubbing with the EBR Policy Date details. |
Note
• All phone numbers of Leads are marked for scrubbing when there is a change in the EBR Policy Date, EBR Policy, or Brand.
• During scrubbing between CampusNexus CRM and PossibleNOW if any problem is encountered, a notification is sent as an email message to Users who have System Administration Permission. Further, the User can view these notifications in the Notifications and Reminders dialog box.
To access the Notifications and Reminders dialog box, click the Notifications option in the View menu in the Home Workspace of Desktop Client.
• If the PossibleNOW server is not accessible, the scrubbing status of the phone numbers sent from CampusNexus CRM will be in the pending state. When the PossibleNOW server is accessible, the scrubbing of the phone numbers is resumed.
Further, the DNC Service will not send additional scrub requests until the scrub results of phone numbers that are already sent are received.
• When phone numbers of Leads are sent to PossibleNOW for scrubbing, and scrubbed results are not available in the secure FTP location of PossibleNOW even after one hour of scrubbing, the DNC service discards the previous scrub request and sends phone numbers again for scrubbing.
• If a phone number of a Lead has formatting characters, the formatting characters are removed before it is sent to PossibleNOW for scrubbing. When a phone number of a Lead is sent for scrubbing, the last 10 digits of the phone number are sent.
• If a Lead is not associated with a Brand, the Lead's phone number is scrubbed against settings that are displayed in the Integration Information area. If a Lead is associated with a Brand, the Lead's phone number is scrubbed against settings displayed in the Integration Information and Brand configurations areas.
Settings in these areas are configured in PossibleNOW.