Implementation Guidance [Public Document]

Yes, see this Quick Setup Guide and this Service Demonstration Guide. In addition to providing an overview of the service, the latter video covers certain aspects of configuring the service. You can also contact support@ccpatollfree.com at any time with questions.

How Can Consumers Place a Privacy Request Using CCPA Toll Free?

Consumers can place a privacy request by either (1) calling 866-I-OPT-OUT and entering a Service Code provided to you or (2) submitting an interactive web form request. Web form requests are an optional feature we provide at no additional charge and they support your compliance with the requirement to include a “Do Not Sell My Personal Information” link on your website footer. For more information see, “What are Web Form Requests?” below.

What are Service Codes and Greetings?

Consumers interact with your privacy hotline by calling 866-I-OPT-OUT and entering a Service Code provided to you in the Service Codes tab of our dashboard. If you selected a dedicated toll-free number, consumers will call the number shown in the Dedicated Number tab of the dashboard and will enter the Menu Option for Dedicated Number shown in the Service Codes tab of our dashboard. In the remainder of this documentation, whenever we refer to Service Codes, this also includes Menu Options for clients using a dedicated toll-free number.

Each Service Code represents a unique voicemail box where consumers can leave a message registering their privacy preferences. If you’re a Medium or Enterprise client, you can create multiple Service Codes, which can be helpful if you have multiple business lines (e.g., multiple websites with unique privacy policies). In this case, use different Service Codes either to provide different instructions on the hotline to consumers interacting with your different business lines, or to segment consumer requests so that different employees can respond to them.

When a consumer enters a Service Code, they’ll hear one of your Greetings accessible to you in the Greetings tab. You can store multiple Greetings, although each Service Code can only be associated with one Greeting at a time.

What is the Default Greeting Included with CCPA Toll Free?

CCPA includes a default Greeting in the Greetings tab designed to cover a wide range of business models. Using it will help you set up your privacy hotline quickly, and it will be active for each of your Service Codes until you associate a different Greeting with them. You can read and download a copy of the default greeting by clicking here [ADD LINK].

Our default Greeting is specific to California and the CCPA. If you want to provide consumers in all states with the same privacy rights as Califonians, you can either record your own CCPA-agnostic greeting or use one of the alternative greetings that we provide.

In all cases, consult with your attorney to determine if our services or any particular Greeting created by you or us meets your compliance needs. CCPA Toll Free does not provide legal advice.

How Can I Change the Default Greeting?

You can exchange our default Greeting for another greeting in one of three ways:

To use an alternative greeting we provide: (1) click its name in the table below to download it to your PC, (2) upload it in the Greetings tab, (3) associate it with a Service Code in the Service Codes tab.

To record your own Greeting, you can use free software like Audacity, and then you can upload the results to the Greetings tab as a WAV or MP3 file. If you record your Greeting on your phone, convert the file to .WAV or MP3 with this tool.^[1]

To outsource recording your own greeting, email your script or rough audio take to voiceover@ccpatollfree.com and for a flat, one-time fee of $200, we’ll record your Greeting in our professional sound booth to match the quality of our other hotline audio.

What Greetings Do You Provide?

We provide several Greetings in addition to the default Greeting included with our services:

Greeting Name	Greeting Description	Version
CCPA Default [scripts] [download]	This is a shorter, California-specific script designed to balance compliance and listening fatigue. It is the default Greeting included with your CCPA Toll Free dashboard.	06.13.19
CCPA Detailed [scripts] [download]	This is a longer version of our CCPA Default Greeting. It is designed to track the law more literally and may be more compliant at the expense of inducing listening fatigue.	06.13.19
All States Summary [scripts] [download]	This is a shorter, state-agnostic script designed to balance compliance and listening fatigue. It is a reasonable choice for providing the same privacy rights to consumers in all states.	06.13.19
All States Detailed [scripts] [download]	This is a longer version of our All States Summary Greeting. It is designed to track privacy laws more literally and may be more compliant at the expense of inducing listening fatigue.	06.13.19

If you have a suggestion for an additional Greeting that would be helpful to other clients in your industry, post a request in our community help forums to collaborate on the script and we may record it free of charge and add it to our Greetings provided.

What Happens When a Consumer Calls my shared Privacy Hotline?

When a consumer calls your 866-I-OPT-OUT hotline, they will connect to our interactive voice response (IVR) system. The IVR first thanks the consumer for calling and then prompts for a Service Code. After the consumer enters a valid Service Code, the IVR provides the option to hear instructions or to proceed directly to leaving their privacy request message. Consumers can hang up to send a recorded message or press # to re-record their message.

If a consumer fails to provide input after 30 seconds in a response to any prompt, the IVR will end the call with, “We did not receive any input. Please call back if you need more time.” If a consumer leaves a voice message longer than six minutes, the IVR will end the call with, “Your message may not exceed six minutes. We have sent your message and you may call back if you need to continue recording it. Thank you and goodbye.”

By default, only your Greeting is customizable. If you would like to customize additional aspects of your hotline, we are available to consult with you. Email support@ccpatollfree.com to request a quote for our professional services. In addition to customizing the IVR flow, we can provide custom integrations that take action in response to consumer requests. For example, you may wish to remove a consumer’s CRM data or send a consumer a copy of their transaction data in response to IVR prompts.

What Happens When a Consumer Calls my dedicated Privacy Hotline?

When a consumer calls your dedicated privacy hotline, they will connect to our interactive voice response (IVR) system that will operate according to one of three configuration options that you may specify in the Dedicated Number tab of the dashboard:

Play a greeting, take a message. This is the simplest dedicated number configuration and it is the default. When a consumer calls your dedicated number, they will hear the greeting associated with the Service Code / Menu Option that you have set as active in the Service Codes tab before being prompted to record their message (no menu choices). If more than one Menu Option is set as active, they will hear the lowest numbered Menu Option. If you have not specified a custom greeting, we will play our default greeting.

Play menu options with a synthesized voice, then a greeting, take a message. When a consumer calls your dedicated number, they will hear a synthesized voice prompting them to select from among your active Services Codes / Menu Options. The voice will read aloud the name of each Menu Option: “For <name of service 1>, press 1. For <name of service code 2>, press 2.” etc. You can include up to 10 Menu Options. After selecting the Menu Option, the caller will hear the greeting associated with that Menu Option before being prompted to record their message.

Play a custom introduction, then a greeting, take a message. This is the most flexible option, and you can use it to combine a fully branded experience with custom Menu Options. When a consumer calls your dedicated number, they will hear the special “Menu Greeting” that you must upload at the bottom of the Dedicated Number tab, not in the Greetings tab. Your Menu Greeting should prompt consumers to enter a Menu Option. After selecting the Menu Option, they will hear the greeting associated with that Menu Option before being prompted to record their message. You can include up to 10 Menu Options by default. Contact us if you need more than 10 Menu Options.

What are Web Form Requests?

The CCPA requires you to provide consumers with at least two designated methods of contacting you, including, according to the final CCPA regulations, an interactive web form for all businesses that sell information. For an example of the interactive web form we provide, see (1) a sample of the form we can host it for you and (2) a sample of the form when you embed it in your privacy policy. Either way you offer the form, when a consumer submits a privacy request, it will show up in the Privacy Requests tab of your dashboard.

How Does CCPA Toll Free Implement the “Do Not Sell” Link?

Our interactive web form supports the required “Do Not Sell My Personal Information.” On your homepage footer, simply include link text called, “Do Not Sell My Personal Information” that deep links to the CCPA Toll Free interactive web form published your privacy policy using the anchor tag #ccpatollfree, e.g., https://mydomain.com/privacy#ccpatollfree. See the following section for details.

How can CCPA Toll Free Host Web Forms for me?

We can host your webform in a few simple steps:

Navigate to the Hosted Webforms tab in the dashboard.
For each Service Code for which you would like a hosted web form, click Edit and add your homepage URL, privacy policy URL and a logo.

Note for dedicated toll-free number users only: check the box on the Edit screen if you want the webform to instruct callers to enter the Menu Option that corresponds to your Service Code after they call. Otherwise the web form will invite callers to call the number only without referring to a Menu Option

Click Save to return to the Hosted Webforms tab and then check the “Host Webform” box.
Click the “URL of Webform” shown to confirm it’s active — now all you need to do it link to it from your privacy policy and from any Do Not Sell My Personal Information link in your homepage footer.

How do I embed the Web Form on my Website?

If you did not build your website using WordPress, please:

Include the following script tag into the <head> section of your html: <script type="text/javascript" src="https://assets.privacytollfree.com/integration-v2.js"></script>
Include the following div tag into the <body> section of your html where you want to place the interactive web form, replacing the number 8 with the number of the service code we assigned you: <div data="8" wp="false" showform="true" ve="2"></div>

If you built your website using WordPress, please:

Download and install our plugin from the WordPress Store.
On the plugin’s setup page, enter the Privacy Hotline WP Code shown shown when you navigate to the Service Codes Tab and click the Integration Help button for the Service Code you wish to publish.
Use the WordPress code editor to enter [CCPATollFree] (including the [ ]s) in the location in your privacy policy where you would like to display the web form.

For both non-Wordpress and Wordpress sites, please:

On your homepage footer, include a link called “Do Not Sell My Personal Information” that deep links to the interactive web form in your privacy policy using the anchor tag #ccpatollfree, e.g., https://mydomain.com/privacy#ccpatollfree
Email support@privacytollfree.com with a complete list of domains and subdomains where you intend to include this form (e.g.: https://www.mydomain.com, https://subodmain.mydomain.com). We require this because for security reasons, we don't allow web form requests from domains we haven't registered with our service.

Can I Customize the Interactive Web Form?

Yes, for all cases where you have embedded it in your privacy policy. All of the attributes of our form have assigned IDs that you can address with additional javascript to override our defaults by adding <style> or <script> tags to the <head> of your webpage. We provide sample customizations here, and if you’re a WordPress user, we recommend adding these customizations to your page with Header Footer Code Manager.

How do I Include my Privacy Hotline on my Website?

If you use our interactive web form, then we will automatically publish your privacy hotline and service code underneath the web form.

If you are not using the interactive web form, simply update your privacy policy text to include your privacy hotline and Service Code. For example, you may do so as follows:

"California residents may exercise their privacy rights by calling us toll free at 1-866-I-OPT-OUT (1-866-467-8688) and entering service code 8# to leave us a message. 866-I-OPT-OUT is a service of CCPAtollfree.com."

While you are not required to provide attribution to CCPA Toll Free, if you enjoy using our services, we greatly appreciate your helping to spread the word.

What do I After I Receive a Privacy Request?

For instructions on how to use the CCPA Toll Free dashboard to fulfill a privacy request, see our Service Usage Guidance covering the following topics:

[1] Technical note: to ensure compatibility with the public telephone system, our servers convert all uploaded audio to 8-bit PCM mono audio encoded with the μ-law algorithm and sampled at 8Khz. Bandwidth in this format is limited to 300Hz - 8Khz, so your audio may sound “tinny” or “scratchy” when played over the phone. While it is not necessary, if you upload your audio in this format, you can retain the most control over the final sound. Before converting, it can help to roll off frequencies under 200hz to remove room noise and to emphasize 2-3Khz to improve intelligibility before normalizing and converting or uploading your audio. If this sounds like a headache, consider our professional voiceover services.