Profiles
Profiles help support compliance policies for dialing and messaging. The policies, which are regionally based, contain parameters for limiting when you are able to contact customers through calls and SMS messages.
You can use the Profiles window to configure the policies.
Default Customer Contact Window
A standard Profile with policies for voice and SMS services is provided on the Profiles window to determine the time when a customer can be contacted to enable you to adhere to telecommunication laws and best practices. You can, however, add Profiles.
According to the standard Profile, the period during which you can initiate calls and SMS messages in the United States of America is as follows:
- Default: 08:00-21:00 local time
- Nevada: 09:00-20:00 local time
- Pennsylvania: Weekdays and Saturdays: 09:00-21:00 local time; Sundays: 13:30-21:00 local time
You must regularly check with the latest regulations to ensure that your voice calls and SMS messages are sent within permissible windows, and update your Profiles accordingly.
Accessing a Profile
To access a Profile:
- On the Configure tab of the LiveVox Portal, click Voice > Profiles.
The Profiles window appears. In the Dialing Profiles drop-down list box, select the Profile.
The ID, name, and description (if applicable) of the Profile appear on the window. In addition, the following tabs appear.Tab Columns Description Voice - State
- Area Code
- Day
- Do Not Dial
- Do Not Leave Message
- Start Time
- End Time
Contains policies that govern dialing restrictions. The restrictions are based on the state, area code, day, start time, and end time. SMS - State
- Area Code
- Day
- Do Not Text
- Start Time
- End Time
Contains policies that govern SMS messaging restrictions. The restrictions are based on the state, area code, day, start time, and end time. Associated Entities - Type (that is, client or service)
- ID
Name
Contains the clients and services that are associated with the Profile
To associate a client or service with the Profile, on the Client and Services windows, on the Settings tab, select the Profile in the Dialing Profile field. The Client and Services windows appear when you click the Client and Services options, respectively, in the Services section of the Configure tab.
Change History - Changed By
- Changed on
- Description
Contains the history of any changes made to the Profile Map Not applicable Contains a map of the United States of America by default. Each state on the map is highlighted (in red, yellow, or green) to indicate the collective policy for the state based on the following categories:
Policy throughout the state: Indicates that at least one policy for the state is applicable to the entire state (as opposed to an area code)
If a state is associated with multiple policies among which one policy contains an area code and another policy does not contain an area code, the collective policy for the state as seen on the map is the policy that does not contain an area code (that is, a policy that is applicable to the entire state).
- Policy for some area codes: Indicates that all the policies for the state are applicable to certain area codes (as opposed to the entire state)
- No policy: Indicates that policies are not applicable to the state
- To view the policy details for a state, hover over the state on the map.
- To view the map for a different country, select the country in the drop-down list box that appears on the Map tab.
- To maximize the map, click
as many times as required. - To minimize the map, click
as many times as required.
The time values appear in Eastern Time, regardless of your time zone.
- To copy a Profile, click Copy Profile, and then enter a name for the Profile, and, if required, enter a description of the Profile, in the Copy Profile window, and then click Ok.
To delete a Profile, click Delete Profile, and then click Yes in the Confirm window.
A deleted Profile cannot be restored.
Creating a Profile
To create a Profile:
- On the Configure tab of the LiveVox Portal, click Voice > Profiles.
The Profiles window appears. - Click Add Profile.
The Profile Name window appears. Enter a name for the Profile, and then click OK.
If required, in the Description field, enter a description of the Profile.
- Click Save Profile.
The Profile is created.
The Profile appears as an option in the Dialing Profile drop-down list box on the Settings tab of the Client and Services windows, which appear when you click the Client and Services options, respectively, in the Services section of the Configure tab.
- If a dialing Profile is selected for a client, it is the default Profile for all services that do not have a designation. The dialing Profile of the service takes precedence over that of the Profile associated with the client.
- After you create a Profile, add policies to the Profile.
New Profiles created and applied will inherit only the default customer contact window, which is 08:00–21:00 local time. State exclusions for Nevada and Pennsylvania are not included; you must add them if required.
Adding a Policy
Policies are added to set or restrict contact rules/policies. A policy can be set to restrict contact times, messaging options, or entirely block contact to a given state or area code. These polices can be set for specific days or for all. Voice and SMS policies are separated in the policy each with its own tab.
Voice
To add a policy for voice services, which includes voice messages:
- On the Configure tab of the LiveVox Portal, click Voice > Profiles.
The Profiles window appears. On the Voice tab, click Add Policy.
The Add Policy window appears.Specify values in the following fields.
Field Description Country Select the country for which the policy is applicable.
State Select the state for which the policy is applicable.
If you do not select a state, the policy is applied to all states of the country.
If the country is the United States of America, the State drop-down list box contains the Toll Free option, which contains all toll-free area codes. By default, all toll-free numbers are enabled for dialing. To disable dialing toll-free numbers, select the Do Not Dial checkbox.
Area Code Select the area code for which the policy is applicable.
- If you do not select an area code, the policy is applied to all area codes of the state.
- LiveVox supports only the North American Numbering Plan (NANP) numbers.
Day The default value in this drop-down list box is All.
Select the day when dialing is allowed in the specified country, state, and/or area code.
- If dialing is allowed on all the days of a week, select All.
- If dialing is allowed only on weekdays, select Weekday.
- If dialing is allowed only on weekends, select Weekend.
Start Time Enter the start time of the period during which dialing is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format.
End Time Enter the end time of the period during which dialing is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format.
If a failed call was initiated through a campaign before the start time of the policy on a given day, the call is automatically made at the start time of the policy on the same day. If, however, the failed call was initiated through a campaign after the end time of the policy, the call is not automatically made at the next start time.
Do Not Dial Select this checkbox if you do not want to allow dialing on the specified day and in the specified country, state, and/or area code, regardless of the specified period (that is, start time and end time, if any).
If you do not select the checkbox, dialing is allowed in the specified country, state, and/or area code only on the specified day and during the specified period (if any). Any failed attempts are recorded in the Call Detail Report.
Do Not Leave Message Select this checkbox if you do not want to allow voice messaging on the specified day and in the specified country, state, and/or area code, regardless of the specified period (that is, start time and end time, if any).
If you do not select the checkbox, voice messaging is allowed in the specified country, state, and/or area code only on the specified day and during the specified period (if any). Any failed attempts are recorded in the Call Detail Report.
- Click Ok, and then click Save Profile.
The policy is added, and it appears on the Voice tab.
If you want customers to be contacted by agents through calls only during the contact window specified in the policies, ensure that the Voice Compliance Enabled checkbox on the ACD Settings tab of the Services window for the required service is selected.
SMS
To add a policy for SMS to a given service, which includes SMS messages triggered by voice services:
- On the Configure tab of the LiveVox Portal, click Voice > Profiles.
The Profiles window appears. Click the SMS tab, and then click Add Policy.
The Add Policy window appears.Specify values in the following fields.
Field Description Country Select the country for which the policy is applicable.
State Select the state for which the policy is applicable.
If you do not select a state, the policy is applied to all states of the country.
If the country is the United States of America, the State drop-down list box contains the Toll Free option, which contains all available toll-free area codes. By default, all toll-free numbers are enabled for dialing. To disable dialing toll-free numbers, select the Do Not Dial checkbox.
Area Code Select the area code for which the policy is applicable.
- If you do not select an area code, the policy is applied to all area codes of the state.
- LiveVox supports only the North American Numbering Plan (NANP) numbers.
Day The default value in this drop-down list box is All.
Select the day when messaging is allowed in the specified country, state, and/or area code.
- If messaging is allowed on all the days of a week, select All.
- If messaging is allowed only on weekdays, select Weekday.
- If messaging is allowed only on weekends, select Weekend.
Start Time Enter the start time of the period during which messaging is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format.
End Time Enter the end time of the period during which messaging is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format.
If a failed message was initiated through a campaign before the start time of the policy on a given day, the message is automatically sent at the start time of the policy on the same day. If, however, the failed message was initiated through a campaign after the end time of the policy, the message is not automatically sent at the next start time.
Do Not Text Select this checkbox if you do not want to allow messaging on the specified day and in the specified country, state, and/or area code, regardless of the specified period (that is, start time and end time, if any).
If you do not select the checkbox, messaging is allowed in the specified country, state, and/or area code only on the specified day and during the specified period (if any). Any failed attempts are recorded in the Call Detail Report.
- Click Ok, and then click Save Profile.
The policy is added, and it appears on the SMS tab.
- If you want customers to be contacted by agents through SMS messages only during the contact window specified in the policies, ensure that the SMS Compliance Enabled checkbox on the ACD Settings tab of the Services window for the required service is selected.
- If the Contact Timing strategy (that is, Follow the Sun workflow) is enabled for a service associated with an outbound SMS campaign, the campaign adheres to the strategy.
- If a policy does not exist for a country, state, or area code, the accounts associated with the region can be contacted at any time.
- Call and SMS Campaigns adhere to the ZIP code–area code mismatch logic.
- SMS messages initiated by agents ignore the ZIP code–area code mismatch logic.
- Policies are considered when scheduling calls (including callbacks) or messages.
- Policies do not apply to automated responses from Contact Flows.
Policy Hierarchy
If multiple policies exist for the same state, the most conservative approach is applied to the state. To understand which of the policies takes precedence when contacting a customer, consider the following scenarios.
Scenario 1
The following types of policies exist on the Voice or SMS tab:
- Policy 1: State = California; Start Time = 09:00
- Policy 2: State = California; Start Time = 10:00
The policy with the latest start time (that is, Policy 2) is considered.
Scenario 2
The following types of policies exist on the Voice or SMS tab:
- Policy 1: State = California; End Time = 21:00
- Policy 2: State = California; End Time = 20:00
The policy with the earliest end time (that is, Policy 2) is considered.
Scenario 3
The following types of policies exist on the Voice tab:
- Policy 1: State = California; Start Time = 10:00; End Time = 20:00
- Policy 2: State = California; Do Not Dial = true
The policy in which the Do Not Dial checkbox is selected (that is, Policy 2) is considered; thus, the customer is not contacted.
Scenario 4
The following types of policies exist on the SMS tab:
- Policy 1: State = California; Start Time = 10:00; End Time = 20:00
- Policy 2: State = California; Do Not Text = true
The policy in which the Do Not Text checkbox is selected (that is, Policy 2) is considered; thus, the customer is not contacted.
Modifying a Policy
To modify a voice or SMS policy:
- On the Configure tab of the LiveVox Portal, click Voice > Profiles.
The Profiles window appears. - As required, click the Voice tab or the SMS tab.
- Double-click the row containing the policy.
The Edit Policy window appears. - Modify the values in the fields as required, and then click Ok.
- Click Save Profile.
The policy is modified.
To delete policies, on the Voice tab or the SMS tab as required, select the rows containing the policies, click Delete Policy, and then click Save Profile.