To create a new input filter click the Add Filter button from the General tab. The following screen appears:
- Enter the name, target, and description of the filter. Choose the file format and check the Header in file? option if there is a header in the file.
- Filter ID - LiveVox assigned unique filter identifier code. Once you create the filter, Filter ID is assigned.
- Target - Enter the target for the new input filter.
- Select Contact to create field mapping template for Contact manager import.
- Select Interaction to create field mapping template for uploaded campaigns.
For Interaction targets, the following fields appear:
- Name - Enter the name of the filter.
- Description - Enter the description of the filter.
- Header in file? - Select the checkbox if a header is included in the file.
- File format - Select format required when importing contact files of uploading campaign files. Select from the following file formats:
- CSV
- Custom
- Fixed Fields with Row Delimiters.
- When the Input Filter format is defined as Fixed Fields, the Total Length column becomes visible. This allows you to define the length of each column.
- TAB Delimited
- Filename Pattern - Enter the file name pattern.
- If more than one input filter is defined, the ‘filename pattern’ must be set to identify the input filter that is applied. The Pattern must be unique from those used for other filters and must always be included in the input file's name. An asterisk (*) acts as a wildcard at the beginning or end of the pattern. A question mark (?) acts as a character placeholder; it can be any character as long as it has the correct number of characters. The system is not case sensitive. If you do not want the filter to recognize multiple formats, use a bar | to separate.
- Examples:
- The Filename Pattern *abd means the file needs to end with “abd.”
- The Filename Pattern ????_* means that it needs to have 4 characters before an underscore at the beginning of a pattern for it to match
- The Filename Pattern “maximum*|minimum*|*NYC” would apply the filter to any uploaded file with a name starting with maximum or minimum and to any file ending with NYC.
- Examples:
- In addition to the existing 114 standard fields, LiveVox currently offers 100 additional custom fields for Contact Manager (see Contact Manager Field Storage page for details).
For Contact targets the following fields appear:
- Name - Name of the filter
- Description - Description of the filter
- Header in file? - Select the checkbox if a header is included in the file
- File format - Select format required when importing contact files of uploading campaign files. Select from the following file formats:
- CSV
- Custom
- Pipe
- TAB Delimited
- Allow Empty? - Set null values for specified contact columns when importing a file
- Truncate? - Truncate contact field values if the field length exceeds the size limit
For either target type:
- Click the Add Mapping button.
- Enter in the position, source columns, and transformation for each column of data sent that you want LiveVox to store.
- Position - Position column for the data fields.
- Columns - Select for the field from the default of custom fields list.
- Data Type - View-only field displayed for Contact target type.
- Transformations - Transformation to be applied via the input filter and modify the information.
- Description - Enter a referential note as to define the purpose of each column.
- Default Value - Default Value field allows you to write a static value for any field that is blank. This field can be utilized to define the mandatory fields used for business workflow and the value that must be stamped over it for the Contact manager imports.
- Substitute Value - Allows you to transform static values to another value. You can substitute certain values during the Contact manager import process. This field supports up to 5 transformation for each column.
- You must create new Input Filter layouts designed for Contact manager imports.
- Once the layout is created and file format is set, you can import the data to Contact manager. See Importing and Exporting Contacts for details on Contact manager import procedure.
- Storing and using a data type for Contact manager imports, that were not displayed previously might require you to add new custom fields in the Fields editor. For more information on defining data type for custom fields see Adding and Modifying Custom Fields.
- Transformations dynamically change based on the Data Types defined in Fields editor when configuring file mapping (ie. If Data Type is a Date, only Date type Transformations are available for selection).
- The new mapping is displayed in the Input Filter editor.
The Source Column is the database location where a column of input file data is stored. Certain predefined source column values can be used on Agent Desktop, Messaging, and Reports:
| Name of the Source Column | Description |
|---|---|
| ACCOUNT | Stores the account number for the transaction |
| ACCOUNT_TO_SPEAK | Amount to be TTS(text to speak)'d in the IVR/message play an alternate account number |
| ACCOUNT_TO_SPEAK_CHOICE_A and ACCOUNT_TO_SPEAK_CHOICE_B | Map the account number to TTS in the IVR |
| AMOUNT_TO_SPEAK | Amount to be TTS'd in the IVR/messaging |
| AREA_CODE_1...AREA_CODE_10 | Used if the phone information is in the split format (Area code and phone number) |
| CLIENT_PRACTICE_ID | Used for storing information about sub-clients belonging to a client |
| CUSTOMCOL1...CUSTOMCOL70 | Client-specific columns and these columns can be used for segmentation purpose |
| CUSTOM_1...CUSTOM_30 | Used when additional fields are required |
| DATE_CREATED, DATE_DELINQUENT, and DATE_PLACED | Store the date fields from the input file |
| DATE_OF_BIRTH | Account holder's Date of Birth |
| DATE_OF_SERVICE | Stores the date of service and this date will get stored under Extra_12 column |
| DISCOUNT_AMOUNT_TO_SPEAK | Store the amount and play back, used by legacy clients, unused now, could be used to store extra information |
| DISCOUNT_PERCENTAG_TO_SPEAK | Play back audio followed by "percent" verbiage, used by legacy clients, unused now, could be used to store extra information |
| Stores an account holder's email | |
| EXTRA_1 | All EXTRA_ fields can be displayed in ACD and reports. Used to store agent login ID |
| EXTRA_6 | Stores Agents' extension |
| EXTRA_7 | Defines the Extraction Template ID - Extraction templates are templates without parts and with an extraction filter rule which is used to extract from Account Inventory. |
| EXTRA_9 | Stores additional account information |
| EXTRA_11 | Stores the zip code for the transaction and used for zip area mismatch |
| EXTRA_13 | Used to store values. If coming from input filter, can be used to generate address-type TTS read back. ex: format for TTS 123 Main St. |
| EXTRA_14 | Used to store values; if multiple values need to be stored you can separate them with pipes. |
| EXTRA_15 | Used to store values; if multiple values need to be stored you can separate them with pipes. |
| FIRST_ID | Defines account holder's ZIP code when used for validation by VXML template. |
| FIRSTNAME | Stores the first name of the account holder being called |
| FULLNAME | Stores the full name of the account holder being called |
| LASTNAME | Stores the last name of the account holder being called |
| GRADE | Not used |
| GUARANTOR_FULL, GUARANTOR_FIRST, and GUARANTOR_LASTNAME | Used for storing the full name, first name, and last name of the guarantor (or alternate customer name) of the account being called |
| INSURANCE_COMPANY | Used to play back the insurance company name by using TTS |
| MINIMUM_PAYMENT_AMOUNT | Legacy setting, used to store extra information |
| OPERATOR_PHONE | Represents operator phone |
| ORIGINAL_ACCOUNT_NUMBER | Original account number for the transaction |
| PHONE_1…PHONE_30 | Stores the phones numbers |
| PHONE_1_CHOICE_A and PHONE_1_CHOICE_B | Map phone_1 number to store. If both the choices are mapped, then one get stored |
| PHONE_TYPE_1...PHONE_TYPE_10 | Stores the phone types e.g. Home, office |
| PRACTICE_CODE | Stores sub client information in the form of codes and this helps in playing the sub client information in the IVR |
| PRACTICE_FAX | Displays the fax number value |
| PRACTICE_PHONE | Displays the number that the calls are coming from, to exclude the possibility of a forwarding in place |
| PRACTICE_PHONE_ALTERNATE | Displays the caller ID value |
| PRACTICE_POS_CODE | Stores sub client place of service(POS) information in the form of codes and this helps in playing the sub client information in the IVR |
| SSN | Defines Social Security number of the account holder |
| TOTAL_DUE | Total amount due |
| VERIZON_CACS_STATES | Not used |
Input filters must have Transformation applied for ACD usage. Contact the LiveVox Customer Care Team for further assistance regarding source columns and data type.
Repeat steps to add mapping for all information you want uploaded. Once all the changes are made, click Save to save your changes.
To edit the input filter, see Edit Input Filter section.