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Understanding Profiles

Profiles are policies that define the acceptable days and hours that you can contact customers through telephone calls or SMS messages. Profiles support compliance guidelines for dialing or messaging customers in a specific region, such as country or area code. Profiles help support compliance policies for dialing and messaging. The policies, which are regionally based, contain parameters for limiting when you are able to contact customers through calls and SMS messages. Each Profile created on the LiveVox Portal has an ID, Name, and description associated with it. Each profile can contain voice, and SMS policies listed under it. For example, a profile can have a voice policy for California with details such as the Day, Area code, start time, end time, do not dial, and do not leave message parameters defined for it, as required.

To access your regional contact policies, go to Configure > Voice > Profiles:
Admin Guides copy > .Profiles vFall23 > profiles1.png

Define the dialing and messaging restrictions based on country, state, area code, day, start time, and end time.
Create as many Voice or Short Message Service (SMS) policies as you need to set up the required compliance parameters for each region based on hours and the day of the week.

Profile Tab Descriptions

The following table describes the various tabs that appear in the Profiles window.

Tab

Columns

Description

Voice

State
Area Code
Day
Do Not Dial
Do Not Leave Message
Start Time
End Time

Policies that govern the dialing restrictions. The restrictions are based on the state, area code, day, start time, and end time.

SMS

State
Area Code
Day
Do Not Text
Start Time
End Time

Policies that govern the SMS messaging restrictions. The restrictions are based on the state, area code, day, start time, and end time.

Associated Entities

Type (that is, client or service)
ID
Name

Clients and services that are associated with the profile.

You can associate a client or a service with a profile by selecting the profile in the Dialing Profile field. This field appears on the Settings tab of the Client and Services windows.
You can access the Client and Services windows by clicking Services > Client and Services > Services, respectively, on the Configure tab.

Change History

Changed By
Changed on
Description

Summary of the changes made to the profile.

Map

Map of the United States of America (default). Each state on the map is highlighted (in red, yellow, or green) to indicate the collective policy for the state based on the following categories:

Policy throughout the state: Indicates that at least one policy for the state is applicable to the entire state (as opposed to an area code).

If a state is associated with multiple policies among which one policy contains an area code and another policy does not contain an area code, the collective state policy (that is, a policy that is applicable to the entire state) as seen on the map is the policy that does not contain an area code.

Policy for some area codes: Indicates that all the policies for the state are applicable to certain area codes (as opposed to the entire state).
No policy: Indicates that the policies are not applicable to the state.

You can view the policy details for a state by hovering over the state on the map.
You can view the map for a different country by selecting the country in the field that appears on the Map tab.
You can maximize the map by clicking the magnifying glass icon as many times as required.
You can minimize the map by clicking the magnifying glass icon as many times as required.

The time stamp reflects the time zone you have selected in the Client Editor - Settings Tab.

Working with Profiles

To access the Profiles feature on the LiveVox Portal (LVP), navigate to Configure > Voice> Profiles.

On the Profiles tab, you can perform the following tasks: