The Settings tab of Client editor displays the following:
General Settings
- Service Groups: if selected, the user will have access to the Service Groups view within the Monitor tab.
- Restrict Strategies Scope: If selected allows Dial Strategies to be restricted to only certain services/call centers.
- Language: Language used as the default for the portal. Set to English by default but Spanish and French are available for selection.
- Time Zone: Time zone used as default.
Contact Manager Settings
- Contact Management: This is a view-only setting. If selected, enables the Contact manager and all its features.
- Campaign Updates Contact Manager: If enabled, contact details are updated for existing contacts in the Contact manager when loading a campaign. If disabled, the system inserts only those account numbers that currently do not exist in the Contact manager.
Days of Contact Retention: This is a view-only setting that displays the time duration for which an account is retained within the Contacts manager from the last load date. If the Last Load Date is greater than the Days of Contact Retention value, then the account will be purged. The default setting of 90 days can be changed upon request.
Contact Rules
- Contact Max Attempts Per Day: sets the maximum number of times a unique account can be attempted per day. The default is zero. Zero value settings allow unlimited attempts. If the service level setting is set at > zero, it will take precedence.
- Contact Max Phone Attempts Per Day: sets the maximum number of times a unique account + phone combo can be attempted per day. The default is zero. If the service level setting is set at > zero, it will take precedence.
- Contact Max Attempts Lifetime: sets the total amount of times a unique Account can be attempted. The default is zero.
- Contact Max Phone Attempts Lifetime: sets the total amount of times a unique Account+Phone combo can be attempted. The default is zero.
- Dialing Profile: Default dialing restrictions profile used.
KPI Settings
- Service Level Seconds: Number of seconds an inbound call must be answered by an agent to be in compliance (overridden by Service value if set).
- Default Service Level Formula: Service Level Formula used as default. Details for each formula are available via the link next to this field.
Screen Recording Settings
- Screen Recording enabled: This is a view-only setting. If enabled, the Screen Recording Options will be available under the Desktop Native tab of Agent Desktop editor.
- Days of Screen Recording: This is a view-only setting that displays the number of days the screen recordings are hosted on the platform. The available options are: 3, 15, 30, 45, 60, 90 and 180 days.
- The Screen Recording Settings and options within will display only when enabled. Enabling Agent Screen Recording must be requested through the Client Services and comes with additional cost.
- The screen recording functionality requires Agent Desktop Native.
Defaults
- Strategy: Dialing strategy used as default.
- Requeue Strategy: Dialing strategy applied to Requeue campaigns as default.
- AM Option: Whether answering machines have a message left, terminated, or transferred to agents.
- Voice: Voice talent used for messaging/IVR.
- Scrub: Allows scrubbing all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required option from the drop-down list and the available options are as given below:
- None (0): This is the default option and if selected no scrub occurs.
- Wireless (1): Scrubs all wireless phone numbers so that all landline numbers can be dialed.
- Landline (2): Scrubs all landline numbers so that all wireless phone numbers can be dialed.
- Segment Wireless (3): Scrubs all wireless phone numbers from positions 1-15 and places them starting at position 16.
If the scrub option is selected as Select One (Null) for the particular service, then the client level Scrub option will be auto-populated for that particular service when manually loading the campaign.
Advanced Features
- Partitioning: Enables list partitioning.
- Report Only After All Retries: When checked, forces campaigns to report only after completing all retries.
- Vertical: When selected, optional features may be enabled focused on a specific business market.
- Campaign Appends Allowed: When checked, enables the campaign level attribute 'Allow Append' when uploading a campaign. To add/append records to active campaigns requires the use of Campaign API.
- Phone DNC Type: Displays the DNC option (view only) you have set up for your site.
- Legacy DNC: Allows managing the list of either account numbers or account number + phone numbers, included in the LiveVox system to ensure they are not called. It is a default option.
- Dial-Time Phone DNC: Allows managing the list of phone numbers, included in the LiveVox system to ensure they are not called. Also, you can associate a phone number to a Contact Group to ensure that a phone number that may be available in different portfolios can still be dialed.
- Days Of CallRecordings: This is a view-only setting that displays the call recording retention period set for your site. Additional Call Recording storage must be requested through client services.
- Shadow Audio Packages: Allows association at the client level to the configured real-time audio stream package. Select the desired package from the drop-down list (will be available only if 3rd party speech analytics is configured).
- Free days of call recording: This is a view-only setting that displays the number of free days of call recording set for your site. The default value is 15 days.
- Shadow Audio Package (Real-Time Audio Stream package) allows integration with 3rd party speech analytics providers such as Castel, Call Miner, and NICE.
- Contact Client Services to enable and configure Shadow Audio Packages.
- If the Shadow Audio Packages is set to 'Select One' for the particular service, then the client level Shadow Audio Package will be applied for the service.