Attempt Control Manager (ACM) is Convoso's harassment-prevention engine, designed to give administrators precise, policy-driven control over how frequently your contact center reaches out to consumers across all channels and records.

Why ACM Is Needed

Outbound contact centers face a dual challenge: staying compliant with an expanding landscape of federal, state, carrier, and industry regulations while avoiding the reputational and legal risk that comes from over-contacting consumers. 

ACM was built to close StateTracker's gaps. Convoso's StateTracker helps reduce unwanted, repeat contacts but it does not evaluate attempts across channels or at the consumer level.

ACM provides a reliable, auditable framework for capping contact attempts so your organization can dial confidently without crossing compliance lines.

How ACM Works

Admins define frequency limit rules that specify how many times a consumer, account, or phone number can be contacted within a given period. Each Rule is applied across your entire customer instance, without being tied to individual Campaigns, and evaluates attempts across both active and inactive Leads and across all channels.

A key building block of each ACM Rule is its Disposition Group, which determines what counts toward the limit. Because not all call outcomes carry the same compliance weight, ACM lets you define distinct Groups, such as Attempt, Contact, or Left Message, and assign the appropriate Group to each Rule. 

• For example, a state or federal Telemarketing Rules might count every dial attempt, whereas the Consumer Financial Protection Bureau (CFPB) has some Rules that count calls classified as Contacts as well as Rules counting all attempts. By mapping the right Disposition Group to each Rule, admins ensure that limits are calculated accurately for the specific regulation being enforced.

Rules can be scoped further by Purpose (e.g., telemarketing, collections, HIPAA) and applied at the consumer level or account level, allowing multiple Federal and State Rules to run simultaneously without conflict. Once a limit is reached, ACM automatically blocks further attempts to that phone number, email address, or account for the defined period and logs each blocked attempt for audit purposes.

Key capabilities different from StateTracker:

• Rules apply to an entire customer instance and are scoped by their criteria, not assigned to specific campaigns.

• Rules evaluate across records and channels.

• Control occurs at the phone number or email address level instead of the Lead level.

• Control applies at the Consumer level (e.g., FL, MD rules) or Account level (e.g., collections).

• Supports multiple rules per state and federal level.

• Rules can be scoped by Purpose (e.g., telemarketing, HIPAA, collections).

• Different Disposition Groups (e.g., Attempt, Contact, Left Message) or Dispositions to count can be defined for each ACM rule.

Contents

• Compliance Navigator

  • Attempt Control Manager

    • Attempt Rules Tab

      • Import/Export Attempt Rules

      • Add Rule

        • General-Settings

        • Block Type

        • Attempt Tracking

        • Channel Types (Optional)

        • Jurisdiction Rules

        • Purpose (Optional)

    • Attempt History Tab

    • Attempt Block Logs Tab

Compliance Navigator

The Compliance Navigator will open the Attempt Control Manager page.

• Click the Account main menu.

• Click the Compliance Navigator menu option.

 

Attempt Control Manager

This page is used to configure and manage attempt rules that control how many times a contact (or entity) can be attempted across different conditions (channel, state, duration, etc.).

The Attempt Control Manager page contains three (3) tabs:

• Attempt Rules → Define limits

• Attempt History → Track all attempts

• Attempt Block Logs → Track prevented attempts

Attempt Rules Tab

Where rules are created and managed.

Attempt Rules Table:

This table will list all Rules that have been created for the account.

Import/Export Attempt Rules

ACM Rules Import is only available for ACM Advanced.

 

Add Rule

The Create Attempt Control Rule page contains several sections of settings for configuring an ACM Rule.

Generic Rule Structure:
No more than X <attempt event type> against a <tracking entity> for Y <units of time> plus additional, optional criteria

• Click the +Add Rule button.

The Create Attempt Control Rule will open. 

General Settings

Name, describe, and activate the Rule in this section.

• Note: Active Rules can not have exact duplicate Names, nor exact duplicate criteria.
  There can be duplicates that are in an Inactive status, you can have a matching set of Rules where one is Active and the other is Inactive, both cannot be Active at the same time.

Block Type

Message Control Manager (MCM) adds additional criteria, the Block Type field with values = Attempt and Message.

When Block Type = Message, the rule suppresses voicemail drops rather than blocking the outbound call attempt itself. 

Field Name	Description
Block Type	ATTEMPT Blocks outbound calls, SMS, and emails to a contact when the attempt threshold is exceeded. MESSAGE Suppresses voicemail drops to a contact who has already received one within the defined time window. This selection cannot be changed after the rule is created.

If voicemail drops are enabled and answering machine detection identifies an answering machine, MCM prevents the message from being left for that attempt when the message-frequency threshold has been reached.

• This will only be displayed when the MCM is Enabled.
• When MCM is Enabled, the Block Type criteria will populate through the ACM interfaces in Search/Filter criteria and Results, Rules, Attempt History, and Blocked Attempts Log.

Attempt Tracking

Field Name	Description
Tracking Entity	Defines what entity attempts are tracked against (e.g., Phone Number, Email, Account, Consumer). For example, a 10-digit phone number for a voice call or SMS text. Account is the reference number identifying a specific relationship between a consumer and your company. For example: Member ID, Account Number, Policy Number. Consumer is the person being contacted, who may have one or more contact addresses or multiple relationships with your company.
Threshold	Sets the allowed number of attempts: From the first drop-down select the operator: >= Greater than or equal to  > Greater than Enter a numerical value in the second field. ACM will only start tracking history after the first attempt (blocked or not). ACM Rules can only stop attempt counts greater than or equal to 1 based on the matching criteria.
Duration	Specifies the time period over which attempts are evaluated for the tracking entity. Select a number from the first field, and a time unit from the drop-down.
Disposition Group(s)	Select Disposition Groups to include in attempt counting. Users must select at least one Disposition Group or Disposition (below). For more see: Disposition Groups
Disposition(s)	Select specific dispositions to include in attempt counting. Users must select at least one Disposition Group (above) or Disposition.
Include/Exclude Disposition and Disposition Groups	Determines whether selected Dispositions are included or excluded from counting.

 

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Channel Types (Optional)

Field Name	Description
Channel Type(s)	Specifies which communication channels (Call, SMS, Email, etc.) are included.
Count Channel Types Together	Toggle: If enabled, attempts from all of the selected channels are counted collectively. If disabled, attempts for each channel are counted separately.

 

Jurisdiction Rules (e.g. State specific like FL) only impact the determination which rules apply/to evaluate for a particular attempt, they do not restrict what is counted.

• For example, If there are three Lead records identified for the same person with the same phone number, but the State field was different for each record (FL, NY, TX), Then if the Lead Record with a State field = FL is being attempted, for that attempt ACM will only evaluate Federal Rules and FL Rules. But if there is a FL Rule for phone number, it would count the attempts against that phone number even if they were made related to the Lead Records for NY and TX.

• For ACM Basic: The rule will apply to any Lead in the system that also matches the Rule’s remaining criteria.

• For ACM Advanced: A Federal will be relevant for any Lead assigned to the same country as the rule, or if no assigned country.

If a current user of StateTracker has the same rule defined 51 times (i.e. for every State plus Washington D.C.), then they only need define a single Federal rule with ACM.

Purpose (Optional)

Select specific purposes (configured at campaign level) to which the rule applies.

• Select Exclude or Include from the first drop-down.
• Select the Purpose(s) to be Included or Excluded from the second-drop-down.

This section determines if this rule is limited in scope to particular regulatory body or business process. Purposes are configured within the Campaign settings. If left blank, it applies to all purposes.

• Click the Apply Changes button to save the ACM Rule.

Attempt History Tab

This page allows users to search, filter, and review historical attempt activity (over the past 10 days) across Leads, Campaigns, and Channels for auditing and compliance tracking purposes.

Column Name	Description
ID	Unique identifier for the record.
Log ID	Internal log reference ID.
Lead ID	Associated lead identifier.
Campaign ID	Campaign tied to the attempt.
Channel Type	Channel used (Call, SMS, Email, etc.)
Phone / Email	Contact detail used for the attempt.
Disposition	Outcome of the attempt.
Consumer Number	Consumer identifier (possibly hashed or external ID).
Account Number	Account reference tied to the contact.
Country	Country of the contact.
State	State of the contact.
Purpose	Purpose classification of the attempt.
Attempt Time	Timestamp of the attempt.
User	User or system that initiated the attempt.
Source ID	Source system identifier.
External Event ID	External system reference ID.

Import/Export

• Export

  • Downloads the current dataset (based on filters/search results)

• Import History

  • Allows bulk upload of attempt history data.

  • Import History is an ACM Advanced only feature.

Import History with ACM Advanced

Import History is an ACM Advanced only feature.Imported history will not be taken into account for rule evaluations until after the next time a matched tracking entity type (Consumer Number, Account Number, and phone number/email address) is either updated or saves activity.

A three (3) step wizard walks users through the importing process:

Step	Screenshot
In Step 1, the user needs to select a CSV that is formatted according to the instructions on the page. Upload a CSV file containing your ACM (Attempt Control Manager) history records. The file must include external_event_id, contact_address, contact_datetime, and disposition_code columns. Additional fields can be supplied per-row in the CSV or set as global defaults in Step 2.
In Step 2, at minimum, fill in the required fields indicated with red *asterisks. Click the Start Import button.
Once the Import has processed, in Step 3, there will be a summary table that breaks down how many rows of data were processed successfully or failed or were skipped. Click the +Import Another File button if you have more Attempt data to import.

 

Attempt Block Logs Tab

ACM Attempt Block Logs are designed to track and log leads that have been blocked from outbound communication to ensure compliance with regulatory requirements.

• These logs provide visibility into which contact attempts were prevented by ACM rules, helping admins maintain a compliant calling strategy and prevent over-contacting.