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Profiles help support compliance policies for dialing and messaging. The policies, which are regionally based, contain parameters for limiting when you can contact customers through calls and SMSes.

You can use the Profiles window to configure the policies.

To enable you to adhere to telecommunication laws and best practices, LiveVox provides a default standard profile with policies for voice and SMS services. The standard profile determines the time when a customer can be contacted. 

You can also add a profile.

According to the standard profile, the period during which you can initiate calls and SMSes 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 the latest regulations to ensure that your voice calls and SMSes are sent within permissible windows, and update your profiles accordingly.

The following table describes the various tabs that appear in the Profiles window.

TabColumnsDescription
Voice
  • State
  • Area Code
  • Day
  • Do Not Dial
  • Do Not Leave Message
  • Start Time
  • End Time
Policies that govern the 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
Policies that govern the 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

Clients and services that are associated with the profile.

  • You can associate a client or a service with a profile by selecting the profile in the Dialing Profile field. This field appears on the Settings tab of the Client and Services windows.
  • You can access the Client and Services windows by clicking Services > Client and Services > Services, respectively, on the Configure tab. 
Change History
  • Changed By
  • Changed on
  • Description
Summary of the changes made to the profile.
Map

Map of the United States of America (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 state policy (that is, a policy that is applicable to the entire state) as seen on the map is the policy that does not contain an area code.


  • 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 the policies are not applicable to the state.
  • You can view the policy details for a state by hovering over the state on the map.
  • You can view the map for a different country by selecting the country in the field that appears on the Map tab.
  • You can maximize the map by clicking the magnifying glass icon as many times as required.
  • You can minimize the map by clicking the magnifying glass icon  as many times as required.

The time values appear in Eastern Time, regardless of your time zone.

To access a profile, in the Profiles window, in the Profiles field, select the profile that you want to access.

To create a profile:

  1. In the Profiles window, click Add Profile.
    The Profile Name window appears.

  2. Enter a name to identify the profile, and then click OK.
    The Name field in the Profiles window displays the name that you entered.

  3. If required, in the Description field, enter a description for the profile.

  4. Click Save Profile.
    The profile is created.

  • The profile appears as an option in the Dialing Profile field on the Settings tab of the Client and Services windows.

  • The profile assigned to a service takes precedence over that of the profile assigned to a client.
  • If the services associated with a client do not have a designation, they are automatically assigned the profile that is assigned to the client.

Any new profiles that you create and apply 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.

To copy a profile:

  1. In the Profiles window, in the Profiles field, select the profile that you want to copy, and then click Copy Profile.
    The Copy Profile window appears.
  2. In the New Profile Name field, enter a name to identify the profile.
  3. If required, in the New Profile Description field, enter a description for the profile.
  4. Click Ok.
    The profile is copied, and the new profile appears in the Profiles window.

A deleted profile cannot be restored.

To delete a profile:

  1. In the Profiles window, in the Profiles field, select the profile that you want to delete, and then click Delete Profile.
    The Confirm window appears.
  2. Click Yes.
    The profile is deleted.

General

  • If a policy does not exist for a country, state, or area code, the accounts associated with the region use the default dialing hours.
  • Call and SMS campaigns adhere to 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.

Voice

  • 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

  • If you want customers to be contacted by agents through SMSes 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.
  • SMSes initiated by agents ignore the ZIP code–area code mismatch logic.

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.

Policies dictate the rules for contacting a customer. They can be set to restrict the time of contacting a customer (through calls or SMSes) or to entirely block communication in a specific state or area code. In addition, they can be applied to specific days of the week or to all days of the week.

To create a policy for voice services (includes voice messages):

  1. In the Profiles window, in the Profiles field, select the profile for which you want to create a policy.

  2. On the Voice tab, click Add Policy.
    The Add Policy window appears.

  3. Specify values in the following fields.

    FieldDescription
    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 field 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 the 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 field is All. You can, however, 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.

    • If you want to indicate 08:00 A.M., enter 08:00.
    • If you want to indicate 09:00 P.M., enter 21:00.
    • If you want to indicate noon, enter 12:00.
    • If you want to indicate midnight, enter 00:00.
    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.

  4. Click Ok.
  5. In the Profiles window, click Save Profile.
    The voice policy is created for the profile, and the policy appears on the Voice tab.

To create a policy for SMS services (includes SMS messages triggered by voice services):

  1. In the Profiles window, in the Profiles field, select the profile for which you want to create a policy.

  2. On the SMS tab, click Add Policy.
    The Add Policy window appears.

  3. Specify values in the following fields.

    FieldDescription
    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 field contains the Toll Free option, which contains all toll-free area codes. By default, all toll-free numbers are enabled for messaging. To disable messaging the toll-free numbers, select the Do Not Text 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 field isAll. You can, however, 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.

    • If you want to indicate 08:00 A.M., enter 08:00.
    • If you want to indicate 09:00 P.M., enter 21:00.
    • If you want to indicate noon, enter 12:00.
    • If you want to indicate midnight, enter 00:00.
    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.

  4. Click Ok.
  5. In the Profiles window, click Save Profile.
    The SMS policy is created for the profile, and the policy appears on the SMS tab.

To modify a voice or SMS policy:

  1. In the Profiles window appears, in the Profiles field, select the profile containing the policy that you want to modify.
  2. As required, on the Voice tab or the SMS tab, double-click the row displaying the policy that you want to modify.
    The Edit Policy window appears.

  3. Modify the values in the fields.

    For information about the fields, see the Creating a Profile section.

  4. Click Ok.
  5. In the Profiles window, click Save Profile.
    The policy is modified.

A deleted policy cannot be restored.

To delete voice or SMS policies:

  1. In the Profiles window, in the Profiles field, select the profile containing the policies that you want to delete.
  2. As required, on the Voice tab or the SMS tab, select the rows displaying the policies that you want to delete, and then click Delete Policy.
  3. In the Profiles window, click Save Profile.
    The policies are deleted from the profile.
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