.Policies vU14

Notes on Policies

General

• If a policy does not exist for a country, state, or area code, the accounts associated with the region use the default dialing hours.
• Call and SMS campaigns adhere to the ZIP code–area code mismatch logic.
• Policies are considered when scheduling calls (including callbacks) or messages.
• Policies do not apply to automated responses from contact flows.

Voice

• If you want customers to be contacted by agents through calls only during the contact window specified in the policies, ensure that the Voice Compliance Enabled checkbox on the ACD Settings tab of the Services window for the required service is selected.

SMS

• If you want customers to be contacted by agents through SMSes only during the contact window specified in the policies, ensure that the SMS Compliance Enabled checkbox on the ACD Settings tab of the Services window for the required service is selected. 
• If the Contact Timing strategy (that is, Follow the Sun workflow) is enabled for a service associated with an outbound SMS campaign, the campaign adheres to the strategy.
• SMSes initiated by agents ignore the ZIP code–area code mismatch logic.

Policy Hierarchy

If multiple policies exist for the same state, the most conservative approach is applied to the state. To understand which of the policies takes precedence when contacting a customer, consider the following scenarios.

General

Scenario 1

The following types of policies exist on the Voice or SMS tab:

• Policy 1: State = California; Start Time = 09:00
• Policy 2: State = California; Start Time = 10:00

The policy with the latest start time (that is, Policy 2) is considered.

Scenario 2

The following types of policies exist on the Voice or SMS tab:

• Policy 1: State = California; End Time = 21:00
• Policy 2: State = California; End Time = 20:00

The policy with the earliest end time (that is, Policy 2) is considered.

Voice

The following types of policies exist on the Voice tab:

• Policy 1: State = California; Start Time = 10:00; End Time = 20:00
• Policy 2: State = California; Do Not Dial = true

The policy in which the Do Not Dial checkbox is selected (that is, Policy 2) is considered; thus, the customer is not contacted.

SMS

The following types of policies exist on the SMS tab:

• Policy 1: State = California; Start Time = 10:00; End Time = 20:00
• Policy 2: State = California; Do Not Text = true

The policy in which the Do Not Text checkbox is selected (that is, Policy 2) is considered; thus, the customer is not contacted.

Creating a Policy

Policies dictate the rules for contacting a customer. They can be set to restrict the time of contacting a customer (through calls or SMSes) or to entirely block communication in a specific state or area code. In addition, they can be applied to specific days of the week or to all days of the week.

Voice

To create a policy for voice services (includes voice messages):

1. On the Configure tab, click Voice > Profiles.
   The Profiles window appears.
2. In the Profiles field, select the profile for which you want to create a policy.

3. On the Voice tab, click Add Policy.
   The Add Policy window appears.

4. Specify values in the following fields.

   Field Descriptions

   Field	Description
   Country	Select the country for which the policy is applicable.
   State	Select the state for which the policy is applicable. If you do not select a state, the policy is applied to all states of the country. If the country is the United States of America, the State field contains the Toll Free option, which contains all toll-free area codes. By default, all toll-free numbers are enabled for dialing. To disable dialing the toll-free numbers, select the Do Not Dial checkbox.
   Area Code	Select the area code for which the policy is applicable. If you do not select an area code, the policy is applied to all area codes of the state. LiveVox supports only the North American Numbering Plan (NANP) numbers.
   Day	The default value in this field is All. You can, however, select the day when dialing is allowed in the specified country, state, and/or area code. If dialing is allowed on all the days of a week, select All. If dialing is allowed only on weekdays, select Weekday. If dialing is allowed only on weekends, select Weekend.
   Start Time	Enter the start time of the period during which dialing is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format. If you want to indicate 08:00 A.M., enter 08:00. If you want to indicate 09:00 P.M., enter 21:00. If you want to indicate noon, enter 12:00. If you want to indicate midnight, enter 00:00.
   End Time	Enter the end time of the period during which dialing is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format. If a failed call was initiated through a campaign before the start time of the policy on a given day, the call is automatically made at the start time of the policy on the same day. If, however, the failed call was initiated through a campaign after the end time of the policy, the call is not automatically made at the next start time.
   Do Not Dial	Select this checkbox if you do not want to allow dialing on the specified day and in the specified country, state, and/or area code, regardless of the specified period (that is, start time and end time, if any). If you do not select the checkbox, dialing is allowed in the specified country, state, and/or area code only on the specified day and during the specified period (if any). Any failed attempts are recorded in the Call Detail Report.
   Do Not Leave Message	Select this checkbox if you do not want to allow voice messaging on the specified day and in the specified country, state, and/or area code, regardless of the specified period (that is, start time and end time, if any). If you do not select the checkbox, voice messaging is allowed in the specified country, state, and/or area code only on the specified day and during the specified period (if any). Any failed attempts are recorded in the Call Detail Report.

5. Click Ok.
6. In the Profiles window, click Save Profile.
   The voice policy is created for the profile, and the policy appears on the Voice tab.

SMS

To create a policy for SMS services (includes SMS messages triggered by voice services):

1. On the Configure tab, click Voice > Profiles.
   The Profiles window appears.
2. In the Profiles field, select the profile for which you want to create a policy.

3. On the SMS tab, click Add Policy.
   The Add Policy window appears.

4. Specify values in the following fields.

   Field Descriptions

   Field	Description
   Country	Select the country for which the policy is applicable.
   State	Select the state for which the policy is applicable. If you do not select a state, the policy is applied to all states of the country. If the country is the United States of America, the State field contains the Toll Free option, which contains all toll-free area codes. By default, all toll-free numbers are enabled for messaging. To disable messaging the toll-free numbers, select the Do Not Text checkbox.
   Area Code	Select the area code for which the policy is applicable. If you do not select an area code, the policy is applied to all area codes of the state. LiveVox supports only the North American Numbering Plan (NANP) numbers.
   Day	The default value in this field isAll. You can, however, select the day when messaging is allowed in the specified country, state, and/or area code. If messaging is allowed on all the days of a week, select All. If messaging is allowed only on weekdays, select Weekday. If messaging is allowed only on weekends, select Weekend.
   Start Time	Enter the start time of the period during which messaging is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format. If you want to indicate 08:00 A.M., enter 08:00. If you want to indicate 09:00 P.M., enter 21:00. If you want to indicate noon, enter 12:00. If you want to indicate midnight, enter 00:00.
   End Time	Enter the end time of the period during which messaging is allowed on the specified day and in the specified country, state, and/or area code. The value must represent the Eastern Time, in the 24-hour time format. If a failed message was initiated through a campaign before the start time of the policy on a given day, the message is automatically sent at the start time of the policy on the same day. If, however, the failed message was initiated through a campaign after the end time of the policy, the message is not automatically sent at the next start time.
   Do Not Text	Select this checkbox if you do not want to allow messaging on the specified day and in the specified country, state, and/or area code, regardless of the specified period (that is, start time and end time, if any). If you do not select the checkbox, messaging is allowed in the specified country, state, and/or area code only on the specified day and during the specified period (if any). Any failed attempts are recorded in the Call Detail Report.

5. Click Ok.
6. In the Profiles window, click Save Profile.
   The SMS policy is created for the profile, and the policy appears on the SMS tab.

Modifying a Policy

To modify a voice or SMS policy:

1. On the Configure tab, click Voice > Profiles.
   The Profiles window appears.
2. In the Profiles field, select the profile containing the policy that you want to modify.
3. As required, on the Voice tab or the SMS tab, double-click the row displaying the policy that you want to modify.
   The Edit Policy window appears.

4. Modify the values in the fields.

   For information about the fields, see the Creating a Profile section.

5. Click Ok.
6. In the Profiles window, click Save Profile.
   The policy is modified.

Deleting Policies

To delete voice or SMS policies:

1. On the Configure tab, click Voice > Profiles.
   The Profiles window appears.
2. In the Profiles field, select the profile containing the policies that you want to delete.
3. As required, on the Voice tab or the SMS tab, select the rows displaying the policies that you want to delete, and then click Delete Policy.
4. In the Profiles window, click Save Profile.
   The policies are deleted from the profile.