U19 Pop-Out Help

Page tree

Versions Compared

Old Version 1

changes.mady.by.user Manisha Hegde

Saved on

compared with

New Version Current

changes.mady.by.user Rajiv Jayanth

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

This is where your different You can manage your Do Not Call (DNC) or Suppression lists are managed.  Expand Expand below to learn more:

Expand
titleImportant Notes
Note
iconfalse
  • DNC tool provides two options to manage the DNC list. The options are :
    • Legacy DNC -  Provides a Daily Account, Permanent Account, Daily Phone and Permanent Phone DNC editor that ensures entries are scrubbed during campaign build time.
    • Dial-Time Phone DNC - Provides a DNC editor with Contact Group mapping and entry expiration date that ensures entries are not dialed, messaged or emailed during dial/message/email time.
  • Legacy DNC is the default option. Dial-Time Phone DNC option is available on request. Contact your Account team to discuss DNC options/features (Not all DNC features are enabled by default, including service-specific DNC lists).
  • You can confirm the set DNC option by navigating to Configure > Client / Service > Client > Settings > Advanced Features. 
Expand
titleLegacy DNC

Uploaded campaigns are compared to the DNC list at the time of building. Entries added to a DNC list post-build are compared to phone/account numbers that are yet to dial.

Expand
titleDNC Type
  • Daily DNC - This will place a phone number in the DNC list for the remainder of that day’s dialing period.
    • Daily Zip is also added and controlled from within this type.
  • Daily Account DNC - This will place an account number in the DNC for the remainder of that day’s dialing period. This can be added for the whole site or one or more services.
  • Permanent DNC - This will place a phone # in the DNC until the number is removed.
    • Permanent Zip is also added and controlled from within this type.
  • Permanent Account DNC - This will place an account number in the DNC list for permanent removal. This can be added for the whole site or one or more services.
Expand
titleService

Select the service from the service drop-down list. Selecting the link next to the service drop-down list will open the Select Service window. You can select multiple services from here and click Ok button to save the changes or click the Cancel button to discard the changes.

Expand
titleSearching your DNC list
  1. Navigate to the DNC Type in which your search item is found.
  2. Enter your search value in the Search text field. 
  3. Results with any portion matching your search value will appear.
    For Example: Searching 415 would display 4156716055 and 9156714150.
Expand
titleAdding DNC Entries

Main forms of adding new entries to the DNC list:

Expand
titleManual Entry
  1. Navigate to the DNC Type the entry should be added to.
  2. Click Add.
  3. Add entry and click Save.
Expand
titleFile Upload
  1. Navigate to the DNC Type to which you want to add the entry should be added to. 
  2. Click Import.
  3. Click on the File field and select the file you want to upload.
  4. Select the Include Header? checkbox if the DNC file contains a header row.
  5. Select the required file format from the Format drop-down list. 
  6. Click Import to upload the DNC entries.
Note
iconfalse

You can upload a file containing up to 100k records. If a file exceeds this limit, the upload will be rejected displaying an error.

 

Note
iconfalse

Use the asterisk * as a wildcard when adding account or phone DNC entries to represent any character.

Expand
titleAgent Call Disposition

This optional feature facilitates the process of adding data to the DNC list. When an agent selects a termination code set for DNC insertion, the system will enter the account number or phone number into the permanent or daily DNC list. Contact customercare@livevox.com Contact the customer care team for details.

Note
iconfalse

Customers can specify during the setup whether the phone or account number or both, need to be added into DNC.

Expand
titleDeleting DNC Entries
  1. Use the Search option to find the DNC entry.
  2. Once found, select the Delete button to the right of the entry.
Expand
titleDial-Time Phone DNC

You can configure the system to search a DNC/suppression list for the phone number/email address that is about to be dialed, messaged, or emailed. This search occurs immediately before dialing or sending SMS/email. The system does not make the call, message or email if the phone number/email address is found in the DNC/suppression lists. 


Expand
titleSearching your DNC/Suppression List


  1. Select the Contact Group from which you want to search the phone number or email address according to supersession type.
  2. Enter the phone number or few digits of phone number (wildcard search) when searching for Phone Number DNC list or SMS suppression list. Or enter the email ID or few characters of email ID (wildcard search) when searching for Email suppression list.
  3. Results with any portion matching your search value will appear.
    For Example: Searching 415 would display 4156716055 and 9156714150.


Info
iconfalse

 If the Contact Group is selected as ALL, it will display matching phone or email address across all the Contact Groups.

Expand
titleAdding DNC/Suppression List Entries

Main forms of adding new entries to the DNC list:

Expand
titleManual Entry
  1. Click Add.
  2. Select the type of suppression list under which you want to add the entry. The available options are: Phone, SMS, EMAIL, and Jobs.
  3. Select the Contact Group from the drop-down list so that a phone number or email address (may be available in different portfolios) will be restricted to the specified Contact Group associated with it. If a phone number within Phone DNC, SMS suppression list, or email address within email suppression list does not have a Contact Group associated, it will be restricted on dial/message/email time regardless of DNC Contact Group mapping within Service editor.
  4. Click on the calendar icon to select Expiration Date whichallows you to define the duration for the availability of specific phone number or email address in DNC/suppression list.
  5. Enter the Phone Number or Email Address.
  6. Click Save to add the entry.
Expand
titleFile Upload

You can add DNC entries in batch by uploading the DNC file  (.CSV file).

  1. Click Import.
  2. Click on the File field and select the file you want to upload. 
  3. Select the Include Header? checkbox if the DNC file contains a header row.
  4. Click Import to import the DNC entries.
Note
iconfalse

You can upload a file containing up to 100k records. If a file exceeds this limit, the upload will be rejected displaying an error.

Expand
titleAgent Call Disposition

This optional feature facilitates the process of adding data to the DNC list. When an agent selects a termination code set for DNC insertion, the system will enter the phone number in DNC list with/without Expiration Date depending on the termination code.

Contact customercare@livevox.com

Contact the customer care team for details.


Expand
titleOpt-Out by customers

The system automatically adds entries in SMS and Email suppression list in the following scenarios:

  • SMS Suppression Entries - When the consumer sends inbound SMS with specific keywords like Stop, Cancel, or Unsubscribe, the system automatically adds the phone number to SMS suppression list and revokes the corresponding SMS consent.
  • Email Suppression Entries - When the consumer clicks unsubscribe link, marks the email as spam, or sender receives a hard bounce, the system automatically adds the consumer to the email suppression list and revokes any associated consent.


Expand
titleEditing DNC/Suppression List Entries

Double-clicking on the DNC/suppression list entry will allow you to edit Contact Group, Expiration Date, Phone Number/Email Address.

Expand
titleDeleting DNC/Suppression List Entries
  1. Use the Search option to find the DNC entry.
  2. Select Delete checkbox for single/multiple entries in Phone Number tab or select the row in SMS or Email tab.
  3. Click Delete.
  4. Click OK to confirm the deletion of the selected entries.
Note
iconfalse
  • For SMS, when the consumer re-opts back with keywords Start, Begin, Confirm, Subscribe, Continue, the suppression list entry is removed and consent is added back.
  • For consumers to re-opt back into email messaging, they must confirm via an Opt-In message.
Expand
titlePhone Number Tab

This tab shows DNC list for the phone numbers that are about to be dialed. The search occurs immediately before dial time. The dialer does not make the call if the phone number is found in the DNC list.

  • Phone - Displays the DNC phone number.
  • Contact Group - Displays the name of the contact group for which the phone number is suppressed.
  • Expiration Date - Displays the expiry date of a specific phone number in DNC list.
  • Delete - Select the checkbox to remove the DNC list record.


Expand
titleSMS Tab

This tab shows the SMS suppression list. If the phone is in the suppression list, the SMS is not sent to the consumer except for Opt-In template.

  • ID - Displays the unique SMS suppression ID.
  • Contact Group - Displays the name of contact group of phone for which the SMS is suppressed.
  • Phone - Displays the phone number for SMS suppression.
  • Expiration Date - Displays expiry date of specific entry in suppression list.
Expand
titleE-Mail Tab

This tab shows the email suppression list. If the email ID is in the suppression list, the email is not sent to the consumer except for Opt-In template.

  • ID - Displays the unique email suppression ID.
  • Contact Group - Displays the name of contact group of email address for which the email is suppressed.
  • E-Mail  - Displays the email address for email suppression.
  • Expiration Date - Displays expiry date of specific entry in suppression list.
Expand
titleJobs Tab

You can configure Email, SMS, and Voice DNC FTP jobs through the DNC editor. The tab allows you to create a maximum of 5 jobs each of all DNC types. It automates DNC import process. 

Note
iconfalse

Contact your Account Manager to create required FTP folders for your site. For importing a file, see Uploading Files Using the FTP Browser section of the Administrative User Guide. 

Expand
titleAdding DNC Job

To add the DNC Job:

  1. Click the Add button. You are presented with Job pop-up.
  2. Under the General tab, select the Enabled option to activate the job.
  3. Select the Header in file? checkbox if the DNC file contains a header row. 
  4. Select the DNC type under which you want to add the job entry. The available options are: Voice, Email, SMS.
  5. Enter the File Name Pattern. File Name Pattern supports prefix (e.g. abc%), postfix (e.g. %abc), and infix (e.g. %abc%).
  6. Enter valid email addresses in the Email List field. It sends emails to email addresses once the job is activated.
  7. Click Ok button.
  8. Click the Save button.
Expand
titleUpdating DNC Job

To update the DNC job:

  1. Double-click the job row which you want to update.
  2. Modify all the required fields. For information about fields, please refer to the Adding DNC Job section.
  3. Click the Save button.
Expand
titleDeleting DNC Job

To delete the DNC job:

  1. Select the required job by clicking on the row.
  2. Click the Delete button, you will see the job row in red color.
  3. Click the Save button.
Expand
titleViewing DNC Job History

History tab (available when adding or updating the DNC job) allows you to track DNC job and its status (Success or Failure).

Info
iconfalse

To Add DNC Entries, LiveVox Work portal can enable a folder within your SFTP site to monitor for files added to and, when they are, automatically upload the results to a predetermined DNC type. If you have this, upload a file to the correct SFTP folder. If you would like this functionality, contact customercare@livevox.comthe customer care team.