Communications & Telephony Policy Studio
Channel policies, DND & quiet hours, recording/consent rules, PSTN topology, numbers, sender IDs and per-branch overrides — configured without coupling CRM to a single carrier or PBX. Used by M365 telephony, IT, privacy, legal, CRM and support owners.
CFG-08
TEL-01
TEL-02
TEL-03
TEL-04
PRV-03
Channels enabled
5
Email · SMS · WhatsApp · Voice · In-app
Registered sender IDs
6
TDRA-registered where required
Recording profiles
2
1 active · 1 disabled (default)
Quiet-hour sends held (7d)
214
queued to next window
Consent sync age
4 min
within 24 h SLA
Graph ingestion gap
0
post-call records current
| Channel | Allowed purposes | Consent basis | Rate limit | Provider profile | Quiet hours apply | State |
|---|---|---|---|---|---|---|
| Email transactional + marketing | Invoices, contracts, campaigns | Contract / opt-in (marketing) | 50k / day | MAIL-GULF-PROD | Marketing only | Enabled |
| SMS | OTP, reminders, campaigns | Opt-in (marketing) · TDRA rules | 10 / sec | SMS-ETIS-PROD | Yes — strict | Enabled |
| WhatsApp Business | Approved templates only | Opt-in + 24 h session rule | 80 / sec | WA-BSP-PROD | Yes — strict | Enabled |
| Voice (Teams Phone) Operator Connect | Sales, service queues; click-to-call | Announcement where recording on | — | TEAMS-OC-PROD | Campaign calls only | Enabled |
| In-app / portal notifications | Case updates, signing requests | Relationship-scoped | — | Platform | No | Enabled |
| Social DMs (Meta/IG) | Lead replies only | User-initiated session | 5 / sec | SOC-META-SBX | No | Sandbox — not activated |
| Fax | — | — | — | — | — | Retired 2025 |
7 channels · consent state synced from Consent & DND preferencesCampaign policies →
Outbound volume by channel — last 7 days
table alternative below| Channel | Sent | Held (quiet hours) | Blocked (DND/consent) |
|---|---|---|---|
| 18,410 | 96 | 311 | |
| 9,376 | 74 | 128 | |
| SMS | 6,152 | 44 | 205 |
| Voice (out) | 2,304 | 0 | 18 |
| In-app | 1,882 | 0 | 0 |
Quiet-hour windows & DND enforcement — QH-2026.2
Active| Rule | Scope | Channels | Window (Asia/Dubai) | On violation attempt | State |
|---|---|---|---|---|---|
| Marketing quiet hours — company default | Company | SMS, WhatsApp, campaign email | 21:00 → 08:00 | Queue to next window + log | Active |
| Ramadan schedule variant effective-dated seasonal override | Company | SMS, WhatsApp | 18:00 → 09:30 | Queue to next window | Scheduled — 18 Feb 2027 |
| Abu Dhabi Branch stricter window | Branch — Abu Dhabi | SMS, WhatsApp | 20:00 → 09:00 | Queue + notify supervisor | Active (stricter only) |
| Customer DND flag | Per party | All marketing | Always | Block — hard stop | Active |
| Transactional exemption OTP, viewing confirmations, invoices | Company | SMS, email, in-app | Exempt from quiet hours | — | Active |
| Campaign call window | Company | Voice (outbound campaigns) | 09:00 → 19:00 weekdays | Dial blocked with reason | Active |
| Proposed: weekend voice campaigns | Branch — Dubai HQ | Voice | Sat 10:00 → 16:00 | — | Pending approval — Legal |
7 rules · party-level DND wins over any windowConsent & DND workspace →
Recording & transcription profiles — REC-2026.1
Media policy governed separately from call metadata| Profile | Jurisdiction / scope | Eligible population | Announcement & consent | Media custodian | Media retention | State |
|---|---|---|---|---|---|---|
| REC-DXB-SALESQ sales queue recording | Dubai HQ · sales queues only | Queue agents (12) | Pre-call announcement EN/AR + IVR consent | Media store UAE (vault ref vault://kv/telephony/rec-custodian) | 2 y | Active |
| REC-DXB-DEFAULT all other Dubai calls | Dubai HQ · non-queue | — | — | — | — | Disabled (default) |
| REC-AUH-DEFAULT | Abu Dhabi Branch · all calls | — | — | — | — | Disabled (default) |
| TRN-DXB-SALESQ transcription of recorded calls | Dubai HQ · sales queues | Recorded calls only | Inherits REC-DXB-SALESQ consent | Same custodian, access-logged | 2 y | Pending approval — Privacy |
| REC-DXB-SALESQ (draft v2) extend retention 2 y → 3 y | Dubai HQ | Queue agents | Unchanged | Unchanged | 3 y | Draft |
Legal hold LH-2026-003 currently suspends purge for unit PR-B-2110 dispute recordings — see Compliance studio
Negative-test evidence (acceptance CFG-08)
Verified 15 Jul 2026| Test | Scenario | Expected | Actual | Result |
|---|---|---|---|---|
| TEL-NEG-014 | Agent Layla Hassan handles inbound call under REC-AUH-DEFAULT (recording disabled) | CRM call log created; no recording request, no recording link | Call CAL-88112 logged · 0 recording artefacts | Pass |
| TEL-NEG-015 | Click-to-call while profile disabled mid-call | Recording never initiated; disposition saved | As expected | Pass |
| TEL-NEG-016 | Recorded call where callee declines IVR consent | Recording aborted + consent refusal logged | As expected | Pass |
| TEL-NEG-017 | Access recording media without custodian grant | Denied TEL-ACC-DENY-003 + audit event | As expected | Pass |
Graph call records ingestion
Healthy- Subscription state
- Active — renewed 17 Jul 2026 06:00
- Last record ingested
- 17 Jul 2026 11:42 GST
- Ingestion lag
- 3 min (SLA ≤ 60 min)
- Gap incidents (30 d)
- 1 — recovered via backfill, alert OPS-1244
- Correlation to CRM
- 98.9% of calls matched to party/lead
Enable recording — profile REC-AUH-DEFAULT
Maker (Vikram Nair) is excluded from approval — SoD.
PSTN topology & voice estate — TEL-01/TEL-02
Operator Connect verified| Number / account | Type | Assigned to | Routing | Caller ID policy | State |
|---|---|---|---|---|---|
| +971 4 330 1200 | Main DID | RA-MAIN-IVR (resource account) | IVR → sales / service queues | Company number out | Active |
| +971 4 330 1201 | Queue DID | Q-SALES-DXB · 12 agents | Attendant, overflow → voicemail | Queue number masked out | Active |
| +971 4 330 1202 | Queue DID | Q-SERVICE-DXB · 8 agents | Business hours 08:00–20:00, failover to AUH | Queue number masked out | Active |
| +971 2 445 8800 | Branch DID | Q-SALES-AUH · 6 agents | Overflow → Dubai HQ | Branch number out | Active |
| +971 4 330 1290 | Emergency/failover | RA-FAILOVER | Carrier-level reroute on outage | — | Standby |
| Direct Routing SBC (legacy) | SBC trunk | — | — | — | Decommissioned 03/2026 |
Sender IDs & messaging identities
6 registered| Sender ID | Channel | Registration | Purpose | Branch scope | State |
|---|---|---|---|---|---|
| ALMANARA | SMS | TDRA reg. #TD-88214 · exp 12 Jan 2027 | Transactional | All | Active |
| ALMANARA-AD | SMS | TDRA reg. #TD-91002 · exp 12 Jan 2027 | Marketing | All | Active |
| +971 50 662 1188 | WhatsApp Business | Meta BSP verified | Templates + sessions | All | Active |
| noreply@almanara.ae | SPF/DKIM/DMARC pass | Transactional | All | Active | |
| offers@almanara.ae | SPF/DKIM/DMARC pass | Marketing (opt-in only) | All | Active | |
| ALMANARA-AUH | SMS | TDRA application #TD-93440 | Branch marketing | Abu Dhabi | Registration pending |
Per-branch overrides — permitted keys only
Scope hierarchy| Configuration key | Company value | Dubai HQ | Abu Dhabi Branch | Override rule | Resolved for AUH |
|---|---|---|---|---|---|
comms.quiet_hours.marketing | 21:00–08:00 | inherit | 20:00–09:00 | Stricter only | 20:00–09:00 trace |
telephony.recording.enabled | false (floor: legal approval) | true — sales queues | inherit (false) | Legal+Privacy approval | false |
comms.sms.sender_id.marketing | ALMANARA-AD | inherit | ALMANARA-AUH (pending) | Permitted | ALMANARA-AD until registered |
telephony.queue.hours | 08:00–20:00 | inherit | 09:00–18:00 | Permitted | 09:00–18:00 |
comms.whatsapp.template_locale | EN + AR | inherit | AR primary | Permitted | AR primary |
telephony.callerid.mask_agent | true | inherit | attempted: false | Not permitted — privacy floor | true · override rejected CFG-SCOPE-DENY-014 |
6 keys shown · every resolution is explainable in the Resolution explorer
Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 · Covers: CFG-08 (communications & telephony policy studio), with configuration catalogue refs TEL-01…TEL-04 and PRV-03. Recording/PSTN default-disabled; Graph call records treated as post-call data with availability-window monitoring.