You can use the Settings tab to verify or adjust the configuration.
General settings
- Contact Timing: Sets the default campaign dialing restriction. Also known as Dialing Regime.
- Dialing Sort: The method of deciding the sequence in which accounts in a campaign will be dialed.
- Consecutive: Uses the order in which records are loaded, from the first record to the last record.
- Contact Name: Organizes by time zone then sorts accounts by "Customer First Name" and dials A to Z (Abigail would dial before Xena).
- Default: - Orders by attempt (lowest first), the start time of the area code (ET, CT, MT, PT, etc.), and then the order in which records were loaded.
- Inverted Consecutive: Uses the order in which records are loaded, from the last record to the first record.
- Mid point Consecutive: Starts dialing from the midpoint of the list down, then midpoint up to completion.
- Contact Name No Area Code: Similar to Contact Name, but lacking the time zone sort.
- Campaign Round Robin: Sorts inventory by the record's relative position in its campaign, then campaign ID. Will dial records proportionately across all playing campaigns. Within each campaign, maintains record sequence based on the order in which records appeared in the original input file.
If Contact Timing is applied it will override Dialing Sort settings. Only the Default, Contact Name, Contact Name No Area Code, and Campaign Round Robin settings support dialing multiple campaigns simultaneously.
- Cycle Sort Daily: Cycles through account sequencing (Dialing Sort) methods on a daily basis.
- Is Cross Requeueable: Allows campaigns loaded to this service to be requeued to other services within the same call center.
"Account Management" functionality must be enabled for your site for this setting to take effect. Contact customercare@livevox.com for more information.
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 client level setting is set at greater than 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 null. If the client level setting is set at > zero/null, it will take precedence.
- Contact Max Attempts Lifetime: Sets the total amount of times a unique Account can be attempted
- Contact Max Phone Attempts Lifetime: Sets the total amount of times a unique Account+Phone combo can be attempted
- Dialing Profile: Default dialing restrictions profile used
- Zip Area Mismatch: Enables logic for comparing account zip code to an area code and dialing based on the rules set within this logic and the specific option are:
- Off: Feature is disabled.
- Dial-Time: Referred to as Standard zip/area code mismatch
- If the area code and zip code for a record do not correspond to each other (i.e. a “mismatch”), then the safe-hour rule (11 am – 9 pm ET) apply and the mismatched records are dialed during this window.
- Dial-Time Optimized: Often referred to as Optimized zip/area code mismatch
- If the area code and zip code for a record do not correspond to each other but fall into the same time zone, the system will respect that time zone’s dialing hours. If the area code and zip code for a record do not have the same time zone, the safe-hour rule(11 am – 9pmET) will apply and the mismatched records will be dialed during this window.n
- Dial-Time Overlay: Enhanced zip area mismatch coverage to include all TZ's from Atlantic (GMT - 4) to American Samoa (GMT - 11).
- Start and End times for mismatch scenarios are dynamically set where the Start Time is based on the Westernmost open hours and the End Time is based on the Easternmost closed hours.
Note on Dial-Time and Dial-Time Optimized:
- Zip/area code mismatch functionality using the Dial-Time and Dial-Time Optimized setting applies from the Eastern Time Zone to the Pacific Time Zone of North America including the United States and Canada. These services are not available for Hawaii and Alaska area codes and zip codes.
Note on Dial-Time Overlay:
- Zip/area code mismatch functionality using the Dial-Time Overlay setting expands the footprint from the American Samoa Time Zone to the Atlantic Time Zone of North America including the United States, U.S. territories, and Canada
- DNC Contact Group: Associates Contact Group with a service at dial-time. The phone numbers associated with the Contact Group will be restricted. The creation and association of Contact Groups are controlled in the Contacts manager and DNC editor respectively. If the DNC Contact Group option is selected as All, the phone number will be scrubbed for any calls launched for the Client.
DNC Contact Group option is applicable to the Dial-Time Phone DNC only.
- Email Opt-In Message: Select the email Opt-In message from the drop-down list. This selected message is used when the email campaign is launched for the service.
- SMS Opt-In Message: Select the SMS Opt-In message from the drop-down list. This selected message is used when the SMS campaign is launched for the service. Available LV-standard call flows are: SMS Blast, SMS UAD Opt-In, SMS UAD Widget.
- Email Consent Required: When selected, email consent is required from the customer, before email communication done on the service.
- SMS Consent Required: When selected, SMS consent is required from the customer, before SMS communication done on the service.
- Email or SMS Opt-In messages are created from the Message editor.
- Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options.
- Email or SMS Opt-In messages can be sent even if the suppression list has the entries.
- Inbound Email message: Select the inbound message template for inbound email.
- Inbound SMS message: Select the inbound message template for inbound SMS.
- Inbound Chat message: Select the inbound message template for an inbound chat.
KPI Settings
- Service Level Seconds: Specified number of seconds an inbound call must be answered within by an agent to be in SLA compliance (on Dashboards and Inbound Service Efficiency report this setting is the Service Level setting).
- Service Level Formula: Service Level Formula used as default. Details for each formula are available via the link next to this field.
Defaults
Voice Portal selections override these defaults settings.
- Voice ID: Default voice talent for campaigns assigned to the service.
- AM Option: Default answering machine detection setting for the service.
- Leave Messages: Detects answering machines and leaves a message.
- Transfer all Connections: Answering machine detection is off. Passes all connections to agents.
- Don't Leave Messages: If an answering machine is detected no message is left and the call is disconnected.
- Scrub: Allows to scrub all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required option from 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 place 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.
Call Recording
- Call Recording Enabled: If checked, all conversations with an agent logged into the LiveVox ACD are recorded.
- Call Recording Bitrate: Refers to the audio resolution (kilobits per second). Available options: 16, 32, 64. The default setting is 16-bit. 32-bit and 64-bit can be selected if required for Speech Analytics integration.
- Record External Transfers: When checked, allows recording of external call transfers. External transfers are defined as any transfer to a 10-digit number. LiveVox will continue recording until the call is terminated. If NOT checked, LiveVox will end call recording when a call is transferred to an external party.
- Days Of CallRecordings: This is a view-only setting. If it shows to be set to Select One, then the service will respect the client level Days of CallRecording configuration.
Advanced Features
- Leave No Messages: If checked, predictive campaigns default to disconnect on detected answering machines.
- Append Campaigns Report at End of Day: When checked, campaigns that have append enabled will report at the end of the day. When unchecked, campaigns will report when out of dialable records which would prevent records from being appended from that point when the Campaign is stopped. (The add/append records to active campaigns functionality requires the use of Campaign API. Contact the LiveVox Customer Care Team if you have questions.)
- Caller ID Source ID: Determines what default value is used as the pulsed Caller ID for the service. The options are:
- FIXED: Using one of the service’s static options from the Phones tab.
- LOCAL CALLER ID: Using the local caller ID package assigned.
- FILE BASED CALLER ID: Using a certain value assigned to the individual account in the input file.
- SUBCLIENT CALLER ID: Using a number from one of the service’s “practices”.
- ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign.
- Operator Phone Source ID: Determines the default number source used when bridging whisper agents. Defines the default CID of Manual dials. See drop-down list options in the Caller ID Source ID definition.
- Callback Phone Source ID: Determines where the default phone number left in messaging comes from. See drop-down list options in the Caller ID Source ID definition.
- Chat Routing Token: Unique identifier that routes incoming chat to a service.
- Shadow Audio Packages: Allows association at the service 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).
- Shadow Audio Package (Real-Time Audio Stream package) allows integration with 3rd party speech analytics providers such as Castel, Call Miner, and NICE.
- Contact your Account team 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.
- Inbound SMS Code: Used to specify the short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service
Email Settings
- IB Email Domain: Allows you to specify a unique inbound email domain for inbound email routing. You can route this domain to only one service.