LV23 Pop-Out Help

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titleConfiguring Display Fields

You can customize the fields that are displayed within the Campaigns Grid. Click the cog icon at the top right of the panel to bring up the Customize Campaigns Grid screen. The following optional fields are presented in the Campaigns Grid tab:

  • Campaign Name - The filename of the campaign.
  • Play State - The current state of the campaign. (Ready to build, Built, Playing, Paused, Completed, Reported, Deactivated)
  • Schedule - The selected campaign schedule.
  • Type - The type of service on the selected campaign.
  • Campaign ID - The ID assigned to the uploaded campaign.
  • Call Center - The Call Center of the selected service.  
  • Service Name - The service name assigned to the selected campaign.
  • Service ID - The service's unique LiveVox ID.
  • Voice - The assigned voice talent.  
  • AM Option - The selected automatic machine detection option.
  • Strategy - The selected dialing strategy.
  • Uploaded - The numbers of contacts uploaded.
  • Loaded - The number of contacts loaded. These are valid contacts from the uploaded file.
  • Completed - The number of contacts that have completed dialing.
  • Remaining - The number of contacts remaining.
  • % Completed - The percentage of contacts that have completed dialing.
  • Allow Append - Indicates if campaign append is allowed.
  • Date Modified - The date the campaign was played.
  • Uploaded Date - The date and time when the campaign was uploaded.
  • Built Date - The date and time when the campaign was built.
  • Actual Start Time- The date and time when the campaign started dialing.
  • Actual End Time- The date and time when the campaign finished dialing.
  • Control - Control icons to build, play, pause, and stop a campaign.
Note
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If the system-generated campaigns (Inbound, Manual, Transactional Email, Transactional SMS, and Scheduled Callback) are paused or stopped manually, you need to confirm the action by selecting an appropriate option from the warning message.

  • Scrub - The selected scrub option when uploading the campaign.  

To modify the order in which fields are displayed, click and select a field then use the Move Up and Move Down buttons to organize the fields as desired.

You can also configure the sort order of campaigns in the Campaigns Grid by a specific field. Select a field from the Sort Order drop-down menu and campaigns will be sorted by that field in descending order. If you prefer ascending order, click the Ascending check box next to the drop-down menu. When you are finished configuring the display click the Ok button at the bottom of the screen.

Note
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To reset the Campaigns Grid to the default display configuration, click your profile picture icon at the top right of the screen. Select the GUI Settings option from the drop-down menu and then click the Reset GUI Settings button from the GUI Settings screen. Refresh your browser to finish resetting the display.

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titleReal-Time Statistics for Append Campaign

If the active campaign is appended with additional records, the following real-time campaign statistics are updated in the Campaign Grid to reflect appended campaign records:

  • Uploaded -  Total number of contacts uploaded in the original campaign and all contacts that are appended in the campaign.
  • Loaded - Total number of valid contacts in the original campaign and all contacts that are appended in the campaign.
  • Completed -  The number of contacts that have completed dialing.
  • Remaining - The number of contacts that are yet to be dialed.
  • %Completed - The percentage of contacts that have completed dialing.
Info
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  • Loaded and Uploaded values are updated regardless of the campaign is playing or not.
  • Timezone Breakdown for the campaign is also updated under the campaign's General tab.
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titleUploading and Assigning Dial Characteristics
Uploading a Campaign
  1. Click the Upload button in the lower-right corner of the campaign manager window. This will bring up the Upload Campaign window.
  2. Click on either the Campaign File field or the green arrow icon to navigate to the local directory that contains your upload file.
  3. 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. 
Note
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Campaigns should be submitted individually, not in batches. If you wish to load multiple files they can be sent via SFTP and processed automatically. 

Note
  • When creating or uploading a campaign file, you can now use international numbers in the Caller ID, Call Back, and Operator Phone fields.

  • Depending on your values in the Dialing Country of Origin field, phone number formatting within your Campaign file upload must be handled as follows:

    • Outside the dialing country of origin (international number): The phone number must include "+<Country-Code>" followed by the remaining digits.

    • Inside the dialing country of origin (local number): The phone number does not require the "+<Country-Code>".

Assigning Dial Characteristics

After selecting the campaign file you must assign dial characteristics.

Basic Tab

  1. 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 Mode.
  2. Select a campaign type from the Campaign Type drop-down menu.
  3. Adjust or accept the following three phone options.
    1. The Operator Phone is the number first dialed by LiveVox the platform when extension-based agents are called by LiveVox the platform to tether into the system.
    2. 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 Services editor.
    3. The Callback Phone is the number left on answering machines or live person messages by the LiveVox system.

  4. Select the desired voice talent from the Voice drop-down menu.

    Expand
    titlePossible Voice Talents
    1. Julie  - American Female
    2. Kate  - British Female
    3. Bob - American Male
    4. Scarlet – American southern Female
    5. Juanita - Spanish Female
    6. Gruff M – American Male
    7. Gruff F – American Female
    8. Lee – American Male
    9. Claudine – French Canadian Female
    Note
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    Not all voice talents may be available. Please check with your LiveVox account team about what may be available to your company.


  5. Select an answering machine messaging option from the AM Option drop-down menu.
  6. Select a dialing strategy from the Dial Strategy drop-down menu.
  7. Scrub is a read-only setting that denotes the wireless segmentation option for the selected service. This setting is selected in the Services and 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.
Note
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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.

Advanced Tab

  1. Click the check box next to Segmentation Template and select an option from the drop-down menu if you want to apply a segmentation template.
  2. Click the check box next to Allow Append to allow the uploaded campaign file to be appended to an active campaign. To add/append records to active campaigns requires the use of Campaign API. New records can be appended to active campaigns only in Built, Pause or Play status.
    1. This setting will only display if 'Allow Append' functionality is enabled in Client editor -> Settings tab -> Advanced Features section.
    2. For append automation support please contact your Account Manager or LiveVox the Client Services team.
  3. To manually control the campaign's dialing leave the radial button next to On Demand selected. To schedule a campaign's dialing, select the radial button next to Schedule a run, this will make available Schedule options. By default Start Time and End Time are ASAP and End of Day, respectively. 
    1. ASAP - Start the campaign as soon as possible.
    2. End of Day -The campaign will end by curfew, depletion, or if a manager stops the campaign.
    3. Next Day - The campaign will play the following day according to the schedule set.

  4. To specify either Start Time or End Time deselect the checkboxes to the left of ASAP or End of Day and select the hour and minute from the drop-down menus.

    Note
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    Campaign schedules use a 24-hour clock (aka military time) and are based in the Eastern Time Zone.


  5. Click the Upload button at the bottom of the Upload Campaign window to finish, or Cancel to cancel.

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