Compliance & Calling Hours

Outbound calling is regulated. When you may dial, whom you may dial, and whether your business identity has been verified are not preferences — they are conditions of being allowed to make calls at all. The Compliance page is where all of it lives in one place: your verification status, your calling window, the legal floor that clamps it, the campaigns that deviate from it, and the numbers you have suppressed.

In this guide

• Getting to the page
• The readiness summary
• Business verification (KYC)
• The account calling window
• The legal floor, by country
• Per-campaign overrides
• The suppression summary
• What happens when a call falls outside the window
• Troubleshooting

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1. Getting to the page

Compliance is reached from the Campaigns page header rather than from a permanent nav slot — calling-hours rules are only consulted in the context of campaigns.

1. Open the Voice AI hub.
2. Go to Campaigns.
3. Click Compliance in the page header.

The route is …/voice/compliance and can be bookmarked directly.

Sysevo staff pick the account they are editing at the top of the page. A client sees only their own.

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2. The readiness summary

Five figures across the top, each a summary of something stated in full further down the page:

Campaign overrides are flagged rather than treated as errors. Each one is legitimate — it is simply a place where the account default does not apply, and worth knowing about.

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3. Business verification (KYC)

Some accounts must verify their business identity before they can dial. Whether yours does depends on your telephony setup and your region — CRM-only accounts and pre-cleared accounts don't, and the page says so rather than showing a verification flow that means nothing.

Statuses

The page distinguishes waiting on us from waiting on you deliberately — they are different situations for whoever is reading.

How the verdict was reached is also recorded. Provider identity verification (with a liveness check) and the older manual review of self-attested uploads are not the same evidence, and the page keeps them distinguishable rather than showing both as simply "approved".

Verification can be requested at any time, not just at signup. A compliance need usually appears after an account is live, so a Sysevo administrator can ask for verification at any point. The verdict fields are protected at the database level — an account cannot mark itself verified.

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4. The account calling window

Your calling window is the hours during which your agents may place outbound calls. It is set per weekday, so a business that calls Saturday mornings and a business that never calls at the weekend are both expressible.

The week is drawn as 24-hour tracks, one per day. A day you never call is an empty bar. A country with a mandated lunch gap shows a visible gap. You can read the whole week without reading any numbers.

Setting a window is optional. Without one, the legal floor still applies — which is why an unset window is shown as neutral rather than as a problem.

This is not the same as your business hours. Vets, dental practices and restaurants have an inbound business hours setting that governs when the clinic or kitchen is open. The outbound calling window is a separate field with a different purpose, and changing one does not change the other.

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5. The legal floor

Whatever window you set, calls are clamped by the statutory or industry-code window for the region being called. You cannot configure your way past it.

The page shows the rule for your region, the basis it rests on, the consent regime, and a link to the source. Rules are held for:

Americas — United States, Canada, Brazil, Mexico, Argentina, Chile, Colombia Europe — United Kingdom, France, Germany, Spain, Italy, Netherlands, Ireland, Switzerland Asia-Pacific — Australia, New Zealand, India, Singapore, Japan Africa — South Africa

Two examples:

• United States — TCPA: 8:00 AM–9:00 PM in the called party's local time, any day. Consent regime: opt-out. US state rules are also held and are stricter than the federal baseline in several states.
• Canada — CRTC: weekdays 9:00 AM–9:30 PM, weekends 10:00 AM–6:00 PM. Consent regime: opt-out.

Each rule carries a basis: statutory, industry code, no specific hours, or not yet researched. Some carry a holiday caveat — a public holiday may narrow the window further than the weekday rule suggests.

The table shown on this page is verified against the rule the dialler actually enforces. A compliance page confidently stating a window nobody is applying would be worse than no page at all, so an automated check fails the build on any difference between the two.

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6. Per-campaign overrides

A campaign can carry its own calling hours, overriding the account default. The page lists every campaign that does, with its window, so you can see at a glance where the default is not in force.

Overrides are still clamped by the legal floor.

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7. The suppression summary

A breakdown of every number currently excluded from dialling, grouped by reason:

The full register — with per-number detail, bulk suppress, bulk release and CSV export — lives on the Dispositions page. This page is the summary.

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8. What happens outside the window

Calls scheduled outside the permitted window are held, not dropped. A campaign running against a contact list spanning several time zones dials each contact inside their window, not yours.

A callback resolved to a time outside the window is held until the window opens.

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9. Troubleshooting

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Related guides

• Campaigns — where the calling window is applied
• Dispositions — the full suppression register
• Phone Numbers & Telephony — provisioning and provider setup
• Callbacks — how callbacks respect the window