Calling policy and lead data protection

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.

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.

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.

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.

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

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.