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The rules defining the inclusion of numbers for an account, sequence of dialing, whether to move to the next number in the sequence, and Requeue inclusion are set using Strategies. You can view all available strategy in the Strategy editor. Expand below to learn more. 

You can view all available strategy in the Strategy editor. The basic settings are defined here.

  • ID: System assigned identifier and unchangeable.
  • Name: Assigned by you to keep track of your strategy's purpose.
  • Sequence: The phone fields from your input filter and their order of potential dial are the Sequence. Consult your Input Filter to see which input file location contributes to each phone field.

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

    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 .
  3. Click Ok button .

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

    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.

    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.
    • Dial Another Number: Indicates the next number in the sequence will be dialed if this outcome is reached.
    • Minutes Between Rounds: If another round of dialing occurs for the sequence, the amount of time delayed before beginning.
    • 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 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.

      Select a strategy and double-click to make any changes to Minutes Between Rounds, Max Rounds, Dial Another Number, and Requeue From Prior Campaign fields.

  5. Click Save button  .
  6. Click Save button.

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.

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

  • 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 . 

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

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

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

  1. Hover on the strategy row to view the Delete icon.
  2. Click Delete icon. 
  3. Confirm your selection by clicking Yes button  .
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