Rules Help

Rules allow you to configure contact attempts. To create a rule:

1. Go to Configure > Voice > Attempt Supervisor.
2. On the Rules tab, click the New button. The Rule Editor window appears.
3. In the Create Rule window, provide rule details in the following sections:
   • Description
   • Clients, Call Centers, Services
   • Contact Results
   • Scope
   • Contact limits
   • Contact Groups
   • Block Duration

   • Trusted Partner Permissions

     Note

     For more information about defining rules, see Defining Rules. To view a few sample rules, see Rules Examples.

4. Enter the rule details, click Save.

This section provides detailed information about all the options available for defining Attempt Supervisor rules.

Description

Allows you to specify a description for the rule. This is a free-form text box to describe the purpose and scope of the rule.

Clients, Call Centers, Services

Select the clients, call centers, and services to which you want to apply the rule. Selecting a particular client automatically includes all of the call centers and services under that client, and selecting a particular call center includes the services under that call center.

When you apply a rule to a service and a call center, you can apply the rule to either a service or to a call center. You cannot apply a rule to both a service and a call center. For example, in the Clients. Call Centers & Services image, if you apply a rule to Test Service and Call Center, the rule gets applied only to Test Service and not to the Call Center.

If you do not want to apply Attempt Supervisor rules to specific clients, call centers, or services, you can use the Exclude Selected option.

Contact Results

If you want a rule to apply only to contact attempts that result in a specific result code, you can select the contacts in the Contact Results section.

To select a contact result, click on the item in the list on the left to highlight it, then click the right arrow. You can select multiple items by holding down the Ctrl key.

Scope

Allows you to specify the calls that are counted for the rule.

Channel Types

Select the types of channels to which the rule applies. The most common selections for this field (HCI, Manual, and Outbound) are pre-populated.

To view the available options, click the arrow to the right of the field entry box. To remove a contact, click the X next to the selected channel type.

Phone Positions

You can select a phone position to which you want to apply the rule. The Unknown position interacts with Channel Types. You must select Manual or Inbound channel type for the Unknown position to be available.

• Click the Phone Positions drop-down list and select Unknown to apply the rule to manually dialed calls and inbound calls.

If you have not selected a channel type, the calls for that channel type are not counted. For example, if you select a manual channel type and unknown phone position, but not inbound channel type, the manually dialed calls are in scope for this rule. Inbound calls are out of scope.

Zip Codes

You can apply the rule to contact attempts where the consumer’s mailing address is in a specific zip code. You must manually enter the zip codes in the field for which you want the rule to apply. The Zip Codes field can contain any number of zip codes.

Press the Enter key after each zip code to save it and begin entering the next zip code.

States

If you want a rule to apply only to certain states, you can select the rules in the States section.

Click the States drop-down list to view the list of states, and select the states you want to add. To remove a state from the list, click X on the state label.

You can also specify a method by which the Attempt Supervisor can determine the contact attempt based on states. The options are listed below:

• None: Determine the state independent of zip or area code (default option).
• Zip Code: Determine the state by the zip code listed on the account.
• Area Code: Determine the state by the area code in the phone number dialed.
• Both: The contact attempt is considered in the specified state if the zip code and the area code are both for that state.
• Either: The contact attempt is considered in the specified state if the zip code or the area code is for that state.

Contact Limits

You can use the Contact Limits section to specify the number of contact attempts allowed before a block is created by the Attempt Supervisor.

You can set dialing limits for any or all of the following types:

• Contact: The maximum number of contact attempts to an account number.

  Important

  Ensure that the account number has at least three digits. Attempt Supervisor blocks do not work if the account number has less than three digits.

• Phone(SMS)/Contact: Maximum number of contact attempts to a phone number on a single account. This is the unique combination of Contact ID and phone number.

• Phone#: Maximum number of contact attempts to a phone number across all accounts.

• SMS: Maximum number of contact attempts to a phone number by using SMS.

• Email Address: Maximum number of contact attempts to a phone number by using email address.

Contact Groups

You can associate rules with the selected contact groups. You can associate a rule with a contact group only when you select Phone# as the contact limit. For information about creating a contact group, see Creating a Contact Group.

Block Duration

Block Duration allows you to specify the Rule Duration and Lockout Period.

Rule Duration

The Rule duration is the length of time to tally the number of contact attempts. If the number of contact attempts during the time period set in the Rule Duration reaches the value in the Contact Limits, the Attempt Supervisor creates a block.

You can set the duration based on calendar days, weeks, or months, or by sliding minutes, hours, or days.

• Sliding: A sliding time period always ends at the current minute. For example, one sliding day would be the period between the previous day at the same hour and minute and the current time.

• Calendar: Calendar time periods end at 23:59 on the last day of the period. For example, two calendar days begins at 00:00 yesterday and ends at 23:59 today. A calendar week begins at 00:00 Monday and ends at 23:59 Sunday. A calendar month begins at 00:00 on the first day of the month and ends at 23:59 on the last day of the month. The monthly calendar duration works for all months, regardless of the number of days in the month.

  Note

  • This is a mandatory field.
  • The maximum rule duration is two months.

Lockout Period

The Lockout Period sets the duration of the block and starts when the block is created. During the lockout period, you cannot attempt to connect with the contact or phone number.

This field is not required. If the Lockout Period field is left blank, the block remains in effect until another contact attempt is allowable within the Rule Duration period. The example below illustrates how this works:

For example, if the Rule Duration is set to 7 days with 3 Contact attempts and the Lockout Period is not configured, then the agent can make 3 contact attempts in the next 7 days. If the agent makes contact attempts on Day 1, Day 2, and Day 5, then the block is created immediately after the call on Day 5 and expires on Day 8. If another attempt is made on Day 8, again the block is created, since the last 3 attempts are on Day 2, Day 5, and Day 8 (this covers only 6 days). So the block is created for the next 1 day and the block expires on Day 9 and similarly on Day 12. This ensures that any 7-day time frame has only 3 attempts.

Trusted Partner Permissions

This setting is used in special circumstances where one LiveVox client controls whether another LiveVox client, when logged into the Attempt Supervisor, is allowed to update or delete this rule within the Attempt Supervisor. This setting is enabled only by LiveVox.

After you create Attempt Supervisor rules, you can view, modify, copy, export, delete, and restore the deleted rules.

Viewing Rules

You can view the list of all available rules from the Rules tab. You can also see all the configured settings for the rule.

If the rule violates one or multiple criteria from the following list, the violated rules are highlighted with an alert icon. The reason for the violation appears.

• More than three clients on a rule when using the trusted partners model.
• More than five rules match per interaction.
• The total amount of conditions within each rule across Call Centers, Services, Term Codes and Zip Codes variables exceed 15.

Modifying Rules

You can modify a rule from the Rules tab.

To modify a rule:

1. Double-click the rule you want to modify. The rule appears in edit mode.
2. Modify all the required fields. For detailed information about defining the rules, see the Defining Rules section.
3. Click Save.

Copying Rules

When you are creating a rule that is similar to an existing rule, you can use the copy feature.

To copy a rule:

1. Select the rule you want to copy.
2. Click the Copy button. The Copy Rule window appears.
3. Update the rule as required. For detailed information about defining the rules, see the Defining Rules section.
4. Click Save.

Deleting Rules

You can delete rules from the Rules tab.

To delete a rule:

1. Click the Delete button. A Warning window appears.
2. Click Yes to confirm.

Exporting Rules

You can export the list of rules to a CSV file.

1. Click the Export button to export the list of rules from the Rules tab. The following window appears.
2. Select a delimiter from the Delimeters drop-down menu.
3. Select the Add export header checkbox if you want the header row in the CSV file.
4. Select the Keep browser time checkbox if you want the browser time in the CSV file.
5. Click the Export button. A CSV file containing the rules is downloaded to your system.

Restoring Deleted Rules

You can recover deleted rules from the Auditor tab. See the Reverting Rule Change section of the Auditor tab page for more information.

Example 1: Any contact in the Call Center for the client that is attempted through HCI, Manual, or Outbound contact type 10 times in 3 days is locked for 4 days. The contact is available for up to 10 contact attempts once again on Day 5.

Example 2: Any contact for a client where a contact attempt is made through HCI, Manual or Outbound to the phone number in Positions 3, 4, or 5 and the zip code or area code indicates the consumer is located in the state of Michigan can receive a maximum of 2 contact attempts to the contact and a maximum of 1 contact attempt to a particular phone number on that contact per calendar day.

Example 3: Allow 10 contact attempts to a phone number per 3-day sliding period. In this example, the block goes into effect whether the phone number is dialed 10 times on a single contact, or 10 times across multiple contacts. Because there is no lock period and it’s a sliding rule duration, the block expires as soon as the number of contact attempts is less than 10 in any 3-day period.

Example 4: For zip codes, 94102 and 94103, block contact attempts for 24 hours for any contact where the consumer was contacted through an inbound call in the service Inbound, and the result of that call was AGENT – PTP Fast Pay. An Unknown phone position is selected since inbound calls do not have a phone position. Also, the rule duration is a sliding 24-hour period, but selecting a 1-day sliding period would be exactly the same duration.

Example 5: Allow no more than 12 contact attempts per 30-day period to a phone number where the area code indicates it is an Alabama number. This is a sliding rule without a lockout period. If the number of contact attempts is less than 12 in a 30-day period, the block expires and the phone number is available for dialing.

Example 6: Allow no more than 12 contact attempts, whether from LiveVox or externally, per calendar month to a phone number where both the zip code or the area code indicates the consumer is in Alaska. Once the limit is reached, the phone number is not available for dialing until the first day of the following month, at which time up to 12 contact attempts can be made before the block is re-applied.