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There are three views selectable next to Filter By to help you see what you need:

Outcome Strategy - Only outcomes set to Dial Another Number, Try Another Round of Dialing, or Requeue appear in this view

    • .

  • All Requeueable Results - The previously default LiveVox strategy view of all commonly used outcomes.
  • All LiveVox Results- Every possible agent or system assigned outcome.


    2. Click Save button Image Modified .
    3. Click Save buttonImage Modified.
    Expand
    titleAdding Strategies

    1. Create a strategy from scratch by clicking Add buttonImage Modifiedin lower-right corner, or start from an existing strategy by clicking the Copy icon Image Modified.

      Info

      Hover on the existing strategy row to view the Copy icon.


    2. In General Tab, specify the name and dialing sequence by using the Add button Image Modified.
    3. Click Ok button Image Modified.

    4. In Outcome Tab, you can specify the following fields:

      Info

      The dialing behavior of a Strategy is set based on individual Outcomes a contact attempt may receive. This editor allows different views/organization of the outcomes and how the system should behave for the account.


      Expand
      title'Filter By' Views

      There are three filters selectable by using Filter By to help you see what you need:

      • Outcome Strategy: Only outcomes set to Dial Another Number, Try Another Round of Dialing, or Requeue appear in this view.
      • All Requeueable Results: The previously default LiveVox strategy view of all commonly used outcomes.
      • All LiveVox Results: Every possible agent or system assigned outcome.


      • Category: The overall group in which the outcome resides. View all of a Category by selecting from the far left column hierarchy.
      • Result: The LiveVox Result name for the contact outcome (may differ from what agent sees). See Termination Codes editor to understand which agent selected codes map to LiveVox Results.
      • Termination Code: The outcome agents see on your site's default service.
    Sequence:
      • Dial Another Number: Indicates the next number in the sequence will be dialed if this outcome is reached.
    Round:
      • Minutes Between Rounds: If another round of dialing occurs for the sequence, the amount of time delayed before beginning.
    Round:
      • Max Rounds: The maximum number of attempts during a campaign for a number reaching this outcome. If last outcome for a Sequence has Max Rounds of 1, will restart the sequence at the beginning.

      • Requeue

    : Requeue

      • From Prior Campaign: Looks at prior run and, if final outcome has this checked in this strategy, includes it in requeue campaign. Only used if strategy assigned to a requeue

    .
    Expand
    title'Filter By' Views
    Info

    Controlling which services can apply a strategy simplifies campaign assignment, helps with compliance, and allows dealing better with distinct books of business. You can enable restricting access to a strategy by navigating to Configure > Service > Client > Settings.



    Expand
    titleAdjusting Strategies

    Double-click the specific strategy row to modify settings aside from the system-assigned ID. After making a change click Save button .

    Expand
    titleModify General Tab Attributes

    • ID: Cannot be adjusted

    • Name: Enter the new identifying name to be applied for this strategy.
    • Dialing Sequence: You can modify the existing dialing sequence by using following options.
      • Add new phone fields using the Add button .
      • Move fields around by selecting them by using the move-up icon  and move-down icon . 

      • Remove a phone field by selecting it and clicking Delete icon . 

        Info

        The Delete icon appears when you hover on the phone row.



    Expand
    titleModify Outcomes Tab Attributes

    Select the Filter By option to show more outcomes or all outcomes. After adjusting, click Save button .

    • Category, Result: Cannot be adjusted.
    • Termination Code:  Not adjustable here. Navigate to the Termination Codes editor from the main navigation links on the left.
    • All other attributes:  Double-click on the value to be modified, choose the new one from the list, and click in the blank space


    Expand
    titleChange History Tab

    The Change History tab tracks and displays the changes made to the strategy.

    Expand
    titleRestricting Access to Strategy
    Controlling which services can apply a

    strategy

    simplifies campaign assignment, helps with compliance, and allows dealing better with distinct books of business. When enabled (Configure > Client/Service > Client), to restrict access to a strategy:
    1. Select Assign CallCenter/Service.
    2. Check all services which should have access.
    3. Select OK.
    4. Click Save.
    User Access Notice: Sysadmins, Superusers, and Managers (with limited restrictions) have the ability to define which Strategies can be applied to certain services from the Strategies Manager

    .

     



    Expand
    titleDeleting Strategies
    1. Hover on the strategy row to view the Delete iconImage Added.
    2. Click Delete icon
    3. Select the strategy from your Strategy drop-down. 
    4. Click the Delete button from the bottom right. 
    5. Confirm your selection .
    Expand
    titleOutcomes Tab
    The dialing behavior of a Strategy is set based on individual Outcomes a contact attempt may receive. This editor allows different views/organization of the outcomes and how the system should behave for the account
    1. by clicking Yes button Image Added .