Campaign files contain phone numbers and customer information for use on the LiveVox dialing systems. To upload a file, navigate to the Campaign Manager section by selecting Configure > Campaigns > Campaigns from the Navigation Panel.
Click the Upload button in the lower-right corner of the campaign manager window. This will bring up the Upload Campaign window.
The Upload Campaign window offers the Basic and Advanced tabs, you can select the service and campaign level attributes from the Basic tab.
Select the campaign type from the Campaign Type drop down menu. Depending on the settings of your selected service you can choose between the following campaign types: Outbound, SMS, HCI, and 10DMT.
Click on either the Campaign File field or the green arrow icon to navigate to the local directory that contains your upload file.
Select the file you wish to upload (one at a time) by highlighting the file, and clicking Open, or by double-clicking on the file name.
- Campaigns should be submitted individually, not in batches. Please wait for confirmation before proceeding to assign attributes to the next campaign
- You are also able to upload a campaign file via the LiveVox Voice Portal's integrated FTP Browser. See section on Uploading Files Using SFTP Browser for details
- If you wish to load multiple files they can be sent via SFTP and processed automatically. Please contact client-services@livevox.com.
From the Upload Campaign menu, select a service from the Service drop down menu or click the magnifying glass icon to bring up the Select service screen.
In the Select service screen you can search for services by Service Name, Call Center, Service Type, and Preview from their respective drop down menus.
You can also adjust or accept the following three phone options for your campaign.
- The Operator Phone is the number first dialed by LiveVox when extension based agents are called by LiveVox to tether into the system.
- The Caller Id can be selected from the drop down list. If the Local Caller ID feature is enabled, [Local, rotated] option is the default option. Modify the available CID list from the Service editor. The available settings are:
- FIXED: Uses one of the service’s static options from the Phones tab (Caller ID List).
- LOCAL CALLER ID: Uses the local caller ID package assigned.
- FILE BASED CALLER ID: Uses a certain value assigned to the individual account in the input file. Restrict users’ options when assigning Caller ID as a campaign setting.
- SUBCLIENT CALLER ID: Uses a number from one of the service’s “practices.”
- The Callback Phone is the number left on answering machines or live person by one of the LiveVox dialing systems.
Select the desired voice talent from the Voice drop down menu.
The flag next to each voice talent indicates the language/ accent. The following is a list of possible voice talents:
- Julie - American Female
- Kate - British Female
- Bob - American Male
- Scarlet – American southern Female
- Juanita - Spanish Female
- Gruff M – American Male
- Gruff F – American Female
- Lee – American Male
- Claudine – French Canadian Female
Select an answering machine messaging option from the AM Option (Answering Machine Option) drop down menu.
There are three AM Options to select:
- 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.
Select a dialing strategy from the Dial Strategy drop down menu.
Scrub is a read only setting which denotes the wireless segmentation option for the selected service. This setting is selected in the Services and Client editor Setting tab.
The available wireless segmentation options for a campaign are the following:
- 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.
The service level Scrub option auto-populates for the selected service. If the service level 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. At this time, permitted users can override this setting by choosing another scrub option from the drop down. Please see User Help section for more details on user roles and permissions.
To assist clients with wireless number dialing strategies, LiveVox uses a database of wireless numbers from Interactive Marketing Solutions (http://www.ims-dm.com/). LiveVox is subscribed for the automated file delivery service from IMS for the following:
- Wireless block identifier file (The list of area codes and exchanges or blocks of numbers assigned to wireless carriers active within the North American Numbering Plan in the US and Canada).
- Received from IMS monthly.
- Ported number file (The list of numbers that appear to belong to wired land lines but are now assigned to wireless telephones and the list of numbers that appear to belong to wireless telephones but are now assigned to wired land lines.)
- Received from IMS daily.
For more information please refer to the FAQ's from Interactive Marketing Solutions:
Please note that while IMS services are very accurate, LiveVox cannot guarantee 100% accuracy at all times, given the update intervals and other factors.
Enable the Segmentation, scheduling and append settings from the Advanced tab after selecting the Basic tab attributes.
Click the check box next to Segmentation Template (when Segmentation enabled) and select an option from the drop down menu if you want to apply a Segmentation template manually.
Click the check box next to Allow Append to allow the uploaded campaign file to be appended to an active campaign. To add/append records to active campaigns requires the use of Campaign API. New records can be appended to active campaigns only in Built, Pause or Play status.
This setting will only display if 'Allow Append' functionality is enabled in Client editor > Settings tab > Advanced Features section.
For append automation support please contact your Account Manager or LiveVox Client Service.
To manually control the campaign's dialing leave the radial button next to OnDemand selected. To schedule a campaign's dialing select the radial button next to Schedule a run, this will make available Schedule options. By default Start Time and End Time are ASAP and End of Day, respectively.
- ASAP - Start the campaign as soon as possible.
- End of Day - The campaign will end by curfew, depletion, or if a manager stops the campaign.
To specify either Start Time or End Time deselect the check boxes to the left of ASAP or End of Day and select the hour and minute from the drop down menus.
If you want the campaign to play the following day according to the schedule set, click the check box for the Next Day option.
Click the Upload button at the bottom of the Upload Campaign window to finish, or Cancel to cancel.
A successfully created campaign message will be displayed in the voice portal.
The campaign shelf life for campaign files is 14 days. Shelf life defines the number of days the campaigns will be displayed in the LVP Manager screen. This is a default setting.