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To allow appending on a campaign, follow the procedure below:
If you enable the Allow Append feature for a Campaign, the campaign displays a green checkmark in the Allows Append column of the Campaigns section. You must enable the Allow Append column view through the Customize Campaigns Grid configuration option as this is not visible in the default Campaigns view. The Allow Append option is also viewable in the Campaign details screen but cannot be modified.
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Appending records to active campaigns uses the Append Campaign Record API method. For more information on using LiveVox APIs, see the Developer Portal. Follow the procedure below to append new records to campaigns.
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1. Establish User Session
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To append records, you must establish an API user session with the LiveVox platform. This is required because it returns a 'session Id' which must be passed with every subsequent API call. The session API requires three elements to log in – client name, username, and password.
User can access the LiveVox voice portal (LVP) https://login.livevox.com, which allows them to perform administrative tasks on the platform. If you are unable to log in to the LiveVox Platform, contact customercare@livevox.com for help in troubleshooting the issue.
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Only Sysadmin, Superuser and Manager user role types can append records. |
Once the API request is made, a response containing the 'session id' and the client id to be used in subsequent requests is returned.
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2. Search the Campaign ID
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Before using the Append Campaign Records API, the campaign must have a Campaign ID on the platform. You can add the campaign by loading the initial file into platform. Once the file is loaded, the Campaign ID is generated as shown below on the General tab of the Campaign details.
Alternately, the Campaign ID can be retrieved using the Find Matching Campaigns or List Campaigns API methods as explained below.
Find Matching Campaigns API Method
To locate the appropriate Campaign ID using the Find Matching Campaigns API perform a search against the Service ID associated with the target campaign. You can also supply the expected campaign state and type when searching as well. This provides the Campaign ID to use in subsequent append requests to that campaign.
Specify the date range with a 15-minute interval in the "from" and "to" element. The "from" and "to" values are in milliseconds since Epoch uses a third-party site, https://currentmillis.com, to aid in generating the values. The "state" element is set to match the possible states we expect the campaign to be in when performing the search. The "service" element contains the Service ID that the campaign is configured for in the platform. The "type" is set to a "1" for Outbound.
From the Response, we receive the Campaign ID in the "campaign" array under the "id" element. This ID is to be used for the append operation. The following is an example of the Request and Response.
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Search for campaigns for client id limited to 1000 records at a time. |
List Campaigns API Method
This method provides the list of loaded campaigns for a client. To locate the appropriate Campaign ID using the List Campaigns API, you can specifies the number of items to return in the list (count) and start listing from the count (offset). This provides the Campaign ID to use in subsequent append requests to that campaign.
From the Response, we receive the Campaign ID in the "campaignDetails" array under the "id" element. This ID is to be used for the append operation. The following is an example of the Request and Response.
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Search for campaign ID limited to 1000 records at a time. |
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3. Append Records to a Campaign
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After you generate the Campaign ID, you can append records to the target campaign. In addition to the LV-Session API token, the Campaign ID must be included as a URL parameter in the HTTP PUT request along with a simple record containing (at minimum) a phone number. Only the "phone1" element is required by the Append Record to Campaign API, but additional information such as account number, names, email, etc. can be submitted.
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As a best practice, it is beneficial to append records with "phone1" and the "account" for screen pop and reporting purposes. Additional fields can be added as needed to further identify the appended records. |
You can enter additional phone numbers using the phone2 field. This should be entered as an array of phone numbers. This field can be filled with up to 30 additional phone numbers separated by a comma. In this example, two additional phone numbers are added to the appended record. The following is an example of the Request and Response.
After submitting the append request, a status code of 204 should be returned indicating the record has been successfully added to the campaign.
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4. View Appended Records
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To view your appended records on the selected campaign, navigate to the Campaign details screen and select the Campaign Records tab.
Real-Time Statistics for Appended Campaign
Real-time campaign statistics are updated to reflect the appended campaign records within the LiveVox Portal. The below list provides the cumulative list of all the fileds on the various campaign monitor panels. Each configured campaign monitor panel will display only the relevant fields applicable to it.
- Uploaded: Number of records uploaded in original campaign and all records appended in the campaign
- Loaded: Number of valid records in original campaign and all records appended in the campaign
- Completed: Number of dialed records
- Remaining: Number of records yet to be dialed
- % Completed: The percentage of records that have completed dialing.
- Total: Total number of valid records in the original campaign and all records that are appended in the campaign.
- % Done: The percentage of records that have completed dialing.
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Loaded and Uploaded values are updated regardless of whether the campaign is playing or not. |
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