Campaign files contain phone numbers and customer information for use on the LiveVox dialing systems. A transaction campaign is created using the Campaigns editor, while a contact campaign is created through Contact Manager. This topic details the process of uploading a campaign and assigning dial characteristics from the Campaigns window.
Before you begin, ensure that you have an appropriate Transaction input filter available to process the campaign file correctly. For more information, see Creating an Input Filter.
- To upload a campaign file manually, 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 brings up the Upload Campaign window.
- In the Upload Campaign window, select the Basic tab to set the service and campaign level attributes.
- 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, 10DMT, and Messaging.
- Click 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 the FTP Browser for details.
- If you wish to load multiple files they can be sent via SFTP and processed automatically. Contact customercare@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.
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.
You can contact the LiveVox Customer Care Team to add or modify the pre-defined caller ID phone numbers displayed by service.
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
You can contact the LiveVox Customer Care Team to add or modify the pre-defined caller ID phone numbers displayed by the service.
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.
The AM Options available to you depend on the service type previously selected.
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 configured at the Services level 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:
While the IMS services are very accurate, LiveVox cannot guarantee 100% accuracy at all times, given the update intervals and other factors.
- 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).
Select the Advanced tab to enable the Segmentation, scheduling, and append settings.
Click the Segmentation Template checkbox to enable segmentation, and select an option from the drop-down menu to apply a Segmentation template.
Click the Allow Append check box to add/append records to active campaigns using the Campaign API. This setting will only display if the Allow Append functionality is enabled in Client editor > Settings tab > Advanced Features section.
New records can be appended to active campaigns only in Built, Pause, or Play states.An enhanced campaign append functionality is available where the service level dialing sort can be superseded for priority record handling, allowing appended campaign records to be handled with priority over existing campaign records. Contact the LiveVox Customer Care Team to configure append handling with priority.
For append automation support, contact the LiveVox Customer Care Team.
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 to view available Schedule options. By default Start Time and End Time values 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 clear the checkboxes 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 checkbox for the Next Day option.
Scheduled campaign timeframes use military/24 hour time and are based on the Eastern Time Zone.- Click the Upload button at the bottom of the Upload Campaign window to finish.
A message appears in the portal to inform you that the campaign was successfully created.
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.