The Attempt Supervisor, formerly known as the Phone Dial Attempt Supervisor (PDAS), enables you to set a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user. This tool adds the call blocking feature to the LiveVox Portal (LVP) using existing Phone Do-Not-Contact (DNC)/ Do Not Dial (DND), Contact DND, and Contact+Phone DND flags. Changing the DNC, DND, and other flags without using the Attempt Supervisor (for example, manually changing these flags) can adversely affect the Attempt Supervisor rules.
In addition, LiveVox provides the Trusted Partners model to manage the relationship between LiveVox clients. You can use this feature if you have multiple portals that use the Attempt Supervisor. For PDAS help, see the LiveVox PDAS User Guides:
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more information, see Trusted Partners.
This section contains instructions for using the Attempt Supervisor and several example rules for reference. It is intended for system administrators, call center managers, compliance officers, and others who create, modify, maintain, or understand Attempt Supervisor dialing compliance rules.
For more information about PDAS 11 and 12, see PDAS Guide.
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You can use the Rules tab to create, manage, and export Attempt Supervisor rules. These rules enable you to set the number of contact attempts to an account or a number. After you reach the set number of attempts, the Attempt Supervisor applies a block that prevents any further contact attempts. After the block expires, you can attempt to contact the customer. The Attempt Supervisor applies the call block by adding a DNC or DND record on the LiveVox Portal.
ScopeAllows you to specify the calls that are counted for the rule. Channel TypesSelect 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 PositionsYou 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.
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 CodesYou 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. StatesIf 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:
Contact LimitsYou 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 GroupsYou 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 DurationBlock Duration allows you to specify the Rule Duration and Lockout Period. Rule DurationThe 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.
Lockout PeriodThe 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 PermissionsThis 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.
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