.Defining Rules vU17

This topic 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. 

To select a client, call center, or service, click the item in the list on the left to highlight it, and then click the right arrow.

Contact Results

If you want a rule to apply only to contact attempts that result in a specific result code, 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.

If you want the Attempt Supervisor rule to exclude certain contact result codes, select those contact result items, and then select the Exclude Selected option.

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.
  

  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.

The value for Contact cannot be less than the value for Phone or Contact.

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.

  • 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.