ACE Firewall Rules and ACE Firewall Restrictions Guide

ACE Firewall Rules and Restrictions can be used to regulate outbound communication at the global level across various channels, including letters, phone calls, emails, and text messages. ACE Firewall Rules establish criteria for applying restrictions, while ACE Firewall Restrictions limit outbound communication based on these criteria.

Firewall Rules:

• Firewall rules define criteria for applying firewall restrictions.

• Users can create multiple firewall rules to establish different sets of criteria for applying restrictions.

• The "logic" field allows users to define conditions under which the firewall restrictions should be applied, specifying when the rule should be enforced.

• The firewall restriction ID associated with each rule serves as a reference to specific firewall restrictions applied based on that rule.

Firewall Restrictions:

• Firewall restrictions are the limitations or controls applied to outbound communication based on criteria defined in the firewall rules.

• Users can select types of outbound communication channels (e.g., letters, phone calls, emails, text messages) that will be subject to the restrictions defined in firewall rules.

Step Overview:

1. Review Compliance Parameters: Evaluate communication channels to determine necessary Firewall Rules and Restrictions.

2. Create Firewall Restriction: Define limitations or controls on outbound communication.

3. Create Logic Block: Establish conditions to identify accounts for Firewall Rule application.

4. Create Firewall Rule: Configure criteria and conditions for applying Firewall restrictions.

Example Procedure: Setting up Letter Restrictions

Step 1: Configuring Firewall Restrictions for Letters

1. Navigate to Setup → Compliance → Firewall Restrictions.

2. Click on New.

3. Enter the following details:

   1. Label: Provide a descriptive label for the restriction (e.g., "Letter Restriction for Legal Accounts").

   2. Description: Add details to explain the purpose or scope of the restriction.

   3. Add Field: Select outbound communication to restrict.

   4. Restrict outbound communications that match: Select the option(s) applicable.

4. Click Save.

Step 2: Accessing Firewall Rules Configuration

1. Navigate to Setup → Compliance → Firewall Rules.

2. Click on New.

3. Fill in the following fields:

   1. Label: Provide a descriptive label for the rule (e.g., "Letter Restriction for Accounts in Legal Status").

   2. Description: Add a brief description to explain the purpose or criteria of the rule.

   3. Active: Set to "Active" to enforce it.

   4. Logic: Define the logic conditions for the rule. For example, specify that the rule applies to specific letters.

   5. Firewall Restriction ID: Select the firewall restriction ID from the dropdown.

4. Click Save.

Logging and Monitoring:

When the firewall blocks outbound communication, a debt note is generated on the account, and the event is evaluated in real-time.

Additional Ways to Apply ACE Firewall Settings:

Manually

Agents can manually add the configured firewall settings from the account view page.

1. Locate the Restrictions section.

2. Click New.

3. Select the Firewall Restriction ID from the selection dropdown.

4. Select the date on the calendar.

5. Click Save.

Action Path

Additionally, firewall restriction can be implemented via action paths. In complex use cases, an action path can be used where the flow action is "Add Firewall Restriction."

This can allow additional workflow to be configured for handling restricted accounts.

Caution

Exercise extreme care when creating Action Paths to be applied to your workflow, as they have the potential to cause significant issues if not properly configured or executed.

Please be sure to review all potentially associated workflows before making these workflows active.

For help adding or modifying Action Paths, reach out to Support.

Note

Letters blocked by Firewall will show up in Workflow → Restricted Letters list. See Restricted Letters for more information.