Setting TPS checks for outgoing calls in Bitrix24

What was the customer’s issue?

Before contacting InformUnity, the company used a self‑written SIP client. The key problem was the lack of support for TPS checks, a mandatory procedure for companies making phone calls in the UK.

Why is it essential?

• In the UK, there is the Telephone Preference Service (TPS), the official Do Not Call registry for mobile and landline numbers. Telephone Preference Service (TPS) is the official list of unwanted calls in the UK. Allows companies and individuals to reject unwanted marketing calls.

• According to the EU Directive on Privacy and Electronic Communications (2003), companies are required to check TPS numbers before making a call.

• The Office of the Information Commissioner (ICO) monitors compliance with the law and has the right to fine violators.

• Without the TPS checks a company is risking:

        - get a fine;
        - ruin your reputation due to spam complaints;
        - lose customer trust.

The company needed a solution that:

• integrates with existing telephony;

• automatically checks numbers using TPS;

• allows it to document the reasons for calls if the number is in the registry.

The client had already been using Softphone24 (a browser client for Bitrix24), but they needed to expand its functionality by:

• checking numbers in the TPS database via API;

• blocking unwanted calls or recording the reasons for making them;

• saving operator comments (reasons for bypassing the list) in the CRM system.

We have configured the integration of Softphone24 with the TPS registry by implementing the following algorithm:

1. Initial number check

• Before initiating a call on the Asterisk PBX, the system sends a request to the TPS registry API.

2. Analyzing the response from the registry

• If the number is present in the TPS, the operator is displayed a warning: "This number is not desirable to call."

• If the number is not present in the registry, the call is processed further to the PBX without restrictions.

3. Agent actions when a number is present in the TPS list

• An agent can:

• Cancel the call (if it is really undesirable);

• Proceed with the call, stating the reason in the comment. For example: “Proceeding because this customer has contacted our support previously”.

4. Logging data in Bitrix24

A call justification comment is automatically saved in the CRM entity card. This allows you to:

• conduct audits of operators' actions;

• provide evidence of compliance with the law during inspections.

After the implementation the customer got:

• Automatic verification of numbers in the TPS registry before each call.

• Reducing the risk of fines for violating the country's legislation.

• Ensuring transparency in the operators' actions by recording comments in the CRM.

• Preserving the customer base by minimizing spam complaints.

• Flexibility in operations, allowing for reasonable calls even to numbers in the registry.

If your company

• makes outgoing calls in the UK, USA, Canada, Australia, or other regions with strict requirements for telemarketing:        

      - National Do Not Call Registry — a registry in the USA.

      - Do Not Call Register — a registry in Australia.

      - National Do Not Call List — a registry in Canada.

• uses Bitrix24 and plans to integrate with telephony;

• wants to avoid fines and reputational risks.

Our expertise in configuring TPS checks and integrating telephony with CRM allows you to:

• comply with legal regulations;

• optimize the call center's operations;

• increase customer trust.

Contact us to discuss your project and get a personalized solution!