Automated voice calling in India is regulated by the Telecom Regulatory Authority of India (TRAI). Any business making commercial calls to Indian numbers - including via a voice AI platform like DialNexa - must operate within TRAI’s framework for Unsolicited Commercial Communications (UCC).
This page describes the regulatory context and what DialNexa requires from you as an operator.
This page provides general guidance. It is not legal advice. Consult your legal counsel for authoritative compliance guidance specific to your business.
TRAI’s UCC Framework: Background
TRAI regulates unsolicited commercial communications under the Telecom Commercial Communications Customer Preference Regulations (TCCCPR), 2018. The framework covers commercial voice calls and SMS, and includes requirements around entity registration, number registration, DND scrubbing, calling hours, and consent management.
DialNexa does not have TRAI tooling built directly into the platform. Compliance with TRAI’s registration and scrubbing requirements is your responsibility as the operator placing the calls.
What DialNexa Requires: KYC Verification
KYC (Know Your Customer) verification is required before you can make outbound calls to Indian numbers through DialNexa. This is DialNexa’s own requirement, not TRAI’s - it exists to verify business identity and prevent misuse of the platform.
Complete KYC verification in the DialNexa dashboard under Settings → Account → KYC Verification before going live with Indian numbers. See KYC Verification for the required documents and process.
Calling Hours: Your Responsibility
TRAI prohibits promotional calls outside of 9:00 AM to 9:00 PM IST. This restriction is the operator’s responsibility to enforce.
DialNexa does not automatically block API-initiated calls based on time of day for Indian numbers. If you are making promotional outbound calls, you must schedule them within permitted hours at the application level.
For batch campaigns configured through the DialNexa dashboard, consider scheduling campaign sends to start and complete within the 9 AM - 9 PM IST window.
Number Types and TRAI Categories
TRAI specifies different number series for different types of commercial voice calls:
| Call Type | Required Number Series |
|---|
| Service / transactional | Standard 10-digit mobile or landline numbers |
| Promotional / marketing | 1409-series numbers |
DND Scrubbing and Consent
TRAI requires that promotional calls not be made to numbers registered on the National Customer Preference Registry (NCPR/DND). DialNexa does not perform DND scrubbing automatically.
If you are running promotional campaigns, you are responsible for scrubbing your contact lists against the TRAI DND registry before uploading them to DialNexa. The DND registry is accessible through TRAI’s official channels and through telecom operator portals.
Transactional calls (appointment reminders, order confirmations, OTPs) are generally exempt from DND restrictions provided the content is genuinely transactional and the customer initiated the underlying interaction.
Caller ID and Number Registration
- Calls must display the registered phone number as caller ID - displaying unregistered or spoofed numbers is prohibited
- DialNexa uses the number configured on the agent as the caller ID for outbound calls
- Do not configure dynamic caller IDs for outbound campaigns on Indian numbers
Compliance Checklist for Indian Deployments
| Requirement | Responsibility |
|---|
| KYC verification completed | DialNexa requirement - complete before going live |
| Outbound calls use TRAI-appropriate number series | Operator - ensure correct number type is purchased |
| Calling hours respected (9 AM - 9 PM IST for promotional) | Operator - enforce at the campaign scheduling level |
| DND scrubbing before promotional campaigns | Operator - scrub contact lists before uploading |
| Call recording consent disclosed | Operator - include in agent’s opening statement |
| Consent records maintained | Operator - log and verify consent for promotional calls |
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