İYS and pre-checks

Every outbound call request is checked in two stages: on submit (when the request is opened; cheap checks) and right before dialling (İYS consent). A request that fails a check becomes reddedildi (rejected) and carries the reason in sebep. The API and button also return rejections with 201; the request record is kept as an audit trail.

Checks on submit

In order:

#	Check	Rejection reason
1	Purpose exists and is active (outbound calls on in your plan; carts too for commercial purposes)	422 unknown_purpose (no record)
2	Phone is a valid Turkish number	422 invalid_phone (no record)
3	Plan limit: daily and monthly outbound calls	422 limit_asildi (no record)
4	For a purpose with a required İYS check, a consent provider is configured	iys_saglayici_yok
5	Company-wide daily quota	firma_kotasi_asildi
6	The triggering person’s daily quota	kota_asildi
7	An open request for the same number + purpose	acik_istek_var
8	The number is on the do-not-call list	arama_yasagi
9	The number was completed for this purpose in the last N days	tekrar_korumasi
10	Calling hours: no open day at all	arama_saati_yok

A request that passes is sirada if within calling hours, otherwise planlandi for the next opening (sebep: arama_saati_disi; with en_erken, sebep: en_erken).

Right before dialling: İYS

If the purpose requires the İYS check, the scheduler asks your consent provider for CALL consent right before dialling:

Answer	Result
ONAY (consent)	Called
RET (refused) or unknown	reddedildi, iys_izin_yok
Provider unreachable	Retried after 30 min (planlandi, iys_erisilemedi); rejected on the 3rd try

As a last line of defence, a call that needs the İYS check is started only on ONAY. If the customer says “don’t call me” during the call, the number is added to the do-not-call list; if your consent provider supports it, a RET is reported to it. İYS integration →

Privacy (KVKK) and İYS

Commercial (sales, campaign) calls require the customer’s CALL consent in İYS. For commercial purposes Zitena checks consent before every call by default and does not call without it. For service calls (orders, complaints, returns) consent is not checked by default; make sure the call really is a service call. Every outbound greeting must identify the caller and include a recording notice.

Company settings

Settings → Outbound calling (plan: Outbound calls):

Setting	Default	Limit
Calling hours (Istanbul time)	Weekdays 09:00–20:00, Saturday 10:00–18:00, Sunday closed	One range per day or closed
Daily quota per person	50	1–1000
Company-wide daily quota (console, API and button)	200	1–100000
Repeat protection	7 days	1–90
Simultaneous outbound calls	2	1–20
Retries on no answer or busy	2	0–5
Retry interval	120 min	15–1440
If the customer objects to recording	Continue without recording	Continue without recording / End politely
Abandoned cart threshold	120 min	15–10080
Cart and customer record retention	180 days	7–3650 (plan maximum)
Coupon email retention	365 days	30–3650 (plan maximum)

If all days are closed, new outbound calls are rejected with arama_saati_yok. Quotas count by Istanbul calendar day; requests rejected because of a quota don’t count towards it.

Do-not-call list

• Numbers on the list are never called for any purpose, test calls included.
• Numbers are not stored in plain text: a company-specific, irreversible HMAC hash is kept. That is why the list is not shown in the console; only the count is.
• Use Add to list / Remove from list for individual numbers. When a customer says “don’t call me” during a call, the number is added automatically.