---
title: Voice Call Opt-Out
description: This article explains how voice-opt-out functions.
---
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# Voice Call Opt-Out
## FCC rules require that callers allow end users to opt out of receiving additional robocalls immediately during a prerecorded call through an automated menu.
Due to recent changes in regulations from the Federal Communications Commission (FCC), Konexus is now required to provide end users/recipients with the ability to opt-out of voice calls, following their guidelines.
The new Konexus feature, "Voice Opt-Out", is two-fold. First, an emphasis has been placed on immediately identifying the agency making the call so the recipient is made promptly aware of who is contacting them. Secondly, we now provide a mechanism for end users to opt-out and no longer receive future calls at that phone number.
**VOICE OPT-OUT FOR ALERTS**
Voice Opt-Out will apply to all public alerts, including Emergency Telephone Notification (ETN) calls. This opt-out requirement is disabled by default for internal contacts, but is configurable. Here is what you need to know:
**ETN Recipients:** A short opt-out prompt will always be played at the beginning of the call, allowing recipients to remove themselves from future phone notifications.
Subscribers: The opt-out message placement — beginning or end of the call — is configurable in your system settings.
**Internal Contacts:** The opt-out option is not applied to internal contacts by default; however, this behavior is configurable if your agency chooses to enable it.
Multi-Language Support: If a contact has selected a language other than English, the opt-out message will be automatically translated into their preferred language, supporting language access obligations and ensuring all recipients understand their rights.
**How the Opt-Out Message Works**
Recipients will hear one of the following call flows depending on your configuration:
**Opt-Out at the Beginning of the Call:**
"Hello. \[Agency Name\] is calling with a message. To opt out of this and future messages, press 9. \[Message is read\]. To confirm this message, press 1. To repeat, press 2."
If the recipient presses 9: "This number will be added to the opt-out list within 24 hours. Goodbye."
**Opt-Out at the End of the Call:**
"Hello. \[Agency Name\] is calling with a message. \[Message is read\]. To confirm this message, press 1. To repeat, press 2. To opt out of this and future messages, press 9."
If the recipient presses 9: "This number will be added to the opt-out list within 24 hours. Goodbye."
Note: ETN recipients will always receive the opt-out option at the beginning of the call regardless of configuration.
**Curious what the new Voice Opt-Out sounds like? Here are a few audio samples-**
- Simple alert using Text-To-Speech to deliver the message:
- Simple alert using a custom audio file to deliver the message:
- Poll using Text-To-Speech and that presents two different response options:
**WHY THESE CHANGES MATTER: COMPLIANCE & RECIPIENT EXPERIENCE**
These updates are not just procedural — they reflect important legal requirements and a commitment to a better experience for the citizens your agency serves.
**Regulatory Compliance**
The Telephone Consumer Protection Act (TCPA) requires that recipients of automated and pre-recorded calls have a clear mechanism to opt out of future calls. The FCC similarly mandates opt-out options for automated calling systems. Many states have additional requirements that mirror or exceed these federal standards. By providing a built-in opt-out mechanism, your agency maintains a strong compliance baseline and reduces exposure to legal liability.
Placing the opt-out prompt at the beginning of ETN calls ensures recipients are informed of their rights before the core message plays — the most conservative and compliance-friendly approach to meeting the legal requirement of providing a "reasonable means" to opt out.
**Better Experience for Recipients**
- **Reduces unwanted calls:** Citizens who no longer wish to receive certain notifications can remove themselves easily, reducing frustration and increasing trust in your agency.
- **Respects autonomy:** Giving people control over how they are contacted improves public perception and goodwill.
- **Language accessibility**: Automatic translation of the opt-out message ensures non-English speakers have the same rights and clarity as English speakers, supporting civil rights obligations under Title VI.
- **Fewer complaints:** When recipients have a clear, easy way to opt out, agencies typically experience fewer complaints and do-not-call escalations.
**Why Internal Contacts Are Exempt by Default**
Internal contacts — such as staff and first responders — operate under a different relationship with your agency. As employees or volunteers who have accepted communications as part of their role, the consumer protection rationale behind opt-out requirements does not apply in the same way. However, agencies that wish to extend opt-out functionality to internal contacts may do so through system configuration.
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