Calling policy and lead data protection
Hours checked before the dial, attempt limits and retry delays; a “Requested no contact” outcome that closes the lead and can block further calls; number masking, recording access and screenshot blocking for the data.
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Calling hours and days
Settings → Calling policy. Set when calling starts and ends and which days are calling days — a window can run past midnight, such as 20:00 to 02:00, for teams that call other time zones. The Android and iPhone apps warn an agent who dials outside these hours — they can still call, and the call is flagged “Outside hours” in the call list. The check uses the clock on the agent’s phone, not the lead’s time zone, so a team calling another country should set hours that suit the people being called. Dates marked closed in Settings → Working calendar block calling for the whole day.
lumakol.com/app/app/settings?tab=callingSera ya kupiga simuMteja tarajiwa anajaribiwa mara ngapi, kusubiri muda gani kati ya majaribio, na kupiga simu kunaruhusiwa lini.Majaribio ya juu5Baada ya simu hizi nyingi ambazo hazikuunganishwa, mteja tarajiwa hutiwa alama kwa ukaguzi.Muda wa kusubiri kati ya majaribio60, 180, 1440Muda wa kumwacha mteja tarajiwa baada ya kila simu isiyojibiwa kabla hajarudi kwenye foleni.Kupiga simu kuanza09:00Kupiga simu kumalizika20:00Zuia simu kwa wateja tarajiwa walioomba wasiwasiliane nao (tokeo la mwisho “Ameomba asiwasiliane naye”) - 2
Attempts and retries
Maximum attempts is the number of not-connected calls after which a lead is flagged for review and leaves the queue. Retry delays (in minutes, one per attempt — for example 60, 180, 1440) space attempts out so a number is not hammered, which is also what keeps it off spam lists.
Not-connected attempts under the limit?Retried after the delaynext attempt scheduled automaticallyFlagged for reviewleaves the queue; manager decidesWhat happens after each unanswered call - 3
Requested no contact
The default outcome list includes “Requested no contact”. Saving it moves the lead to Lost, which takes it out of every calling queue for good. While “Block calls to leads who asked not to be contacted” is ticked in Settings → Calling policy — it is on by default — the apps also refuse to dial that lead from anywhere — the lead page, call history or a click-to-call from the web — with no “call anyway”. Keep that outcome in your list even if you rename the others. LumaKol keeps no separate do-not-call list and does not check national registries such as India’s NCPR (DND), the UK’s TPS or the US National Do Not Call Registry — screen cold lists against the registry that applies to you before you import them, and see the Compliance pages for each country’s rules.
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What agents can see and copy
Settings → Privacy. Phone numbers for agents: full, masked or hidden (tap-to-call still works). Who can listen to recordings. Which roles may export. Block screenshots in the mobile app. Managers always see full numbers. Masking is a LumaKol-side control — a number the agent dials still appears on the phone’s own in-call screen and in its call log, which is how the call is captured — so export permissions, not masking, are what protect the list in bulk.
lumakol.com/app/app/settings?tab=privacyUlinzi wa data ya wateja tarajiwaNambari za simu kwa mawakalaNambari kamiliMawakala wanaona nambari yoteImefichwa kwa sehemuTarakimu mbili za mwisho pekee ndizo zinaonekanaImefichwaGusa kupiga tuNani anaweza kusikiliza rekodiWamiliki, wasimamizi na viongozi wa timuZuia picha za skrini kwenye skrini za wateja tarajiwa katika programu ya simu - 5
Calls from new numbers
Settings → Calling policy → “Calls from new numbers” decides what happens when someone who is not a lead calls an agent’s work SIM. It works with the Android app only, because iOS does not let any app read call history.
- Stay on the phone (nothing is sent) — the default
- Missed calls become leads, with a callback due
- Every incoming call becomes a lead, missed or answered
Kidokezo: Numbers an agent marks “Not a lead” are listed under Numbers marked “not a lead” on the same page, where an admin can remove them. The guide “Turn missed calls into leads” walks through the rest. - 6
Personal calls stay personal
Only the SIM the agent marks as the work SIM is captured. While “Calls from new numbers” is left on “Stay on the phone”, calls with numbers that are not leads never leave the phone; with missed-call leads on, only incoming calls from new numbers on the work SIM are sent — the number, the time, the duration and whether it was missed or answered. Outgoing calls to unknown numbers are never sent. Agents can see exactly which permissions the app uses in Diagnostics.
Utakachokuwa nacho mwishoni
- Policy checked by the app, not by reminders
- Numbers protected from over-dialling
- Lead data limited by role
Zinazohusiana
- BidhaaUtiifuGDPR, DPA na kanuni za kupiga simu Marekani na Uingereza
- MakalaDND, consent and call recording: what calling teams in India need to get right
- MakalaWho should see a customer’s phone number? Designing permissions for a calling team
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