Services: Settings Tab

The method of deciding the sequence in which the numbers in a campaign are contacted.

This field contains the following options.

Option	Description
Consecutive	Uses the order in which the contact records in a campaign are loaded.
Contact name	Orders the numbers by time zones, followed by the first name of the customer, and then dials numbers in alphabetical order (that is, from A to Z). This option is not available if the service type is  10DMT  or  HCI.
Default	Orders the numbers by attempts (lowest first), followed by the start time of the area code (that is, Eastern Time, followed by Central Time, Mountain Time, Pacific Time, and so on), and then the order in which the contact records were loaded.
Inverted consecutive	Uses the reverse of the order in which the contact records in a campaign are loaded (that is, from the last record to the first record).
Midpoint consecutive	Starts dialing from the midpoint of the list in the campaign file toward the bottom of the list, followed by the top of the list until the midpoint. Example If a campaign file contains 10 records, dialing begins from the sixth record through the tenth record, followed by the first record through the fifth record, where the dialing ends.
Contact name - no area code	Uses the  Contact name sequence, except that the time zone sorting is ignored.
Campaign round robin	Sorts the inventory by a contact record's relative position in a campaign, followed by the campaign ID. This sequence proportionately uses the contact records across all active campaigns (that is, campaigns that are playing). Within each campaign, the sequence of the record is maintained based on the order in which the record appeared in the original input file.

• The Contact Timing setting overrides the Dialing Sort setting.
• Only the following Dialing Sort settings support dialing multiple campaigns simultaneously:
  • Default
  • Contact name
  • Contact name - no area code
  • Campaign round robin

Specifies the Agent Desktop that is assigned to the service.

If you do not select a value in this field, your client-level or call center-level ACD Agent Desktop is assigned to the service.

Specifies the number of seconds that an agent can wait before accepting a call.

This value is applicable only if you have selected the  Call Acceptance Enabled  checkbox.

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Specifies the interactive voice response (IVR) message for payment associated with credit cards. 

• Select a value in this field only if the value in the Secure Credit Card Capture Mode  field is  Basic  or  Advanced.
• To view a message, select the message in the field, and then click the ellipsis next to the field.

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Contains the following options to present the payment options for a credit card:

• Disabled:  Indicates that no option for payment is available on the Agent Desktop.
• Basic:  Indicates that an option for payment is available through the IVR and that the payment information is available on the Agent Desktop
• Advanced: Indicates that an option for payment is available through the IVR; however, payment information is neither available on the Agent Desktop nor stored within the call recording. This option supports integration (through Contact Flow) with web service payment gateways through which agents can process various payment transactions (for example, one-time payment, recurring payments, or future payments).

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Specifies the interactive voice response (IVR) message for payment associated with checks.

• Select a value in this field only if the value in the Secure Check Capture Mode  field is  Basic  or  Advanced.
• To view a message, select the message in the field, and then click the ellipsis next to the field.

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Contains the following options to present the payment options for a check:

• Disabled:  Indicates that no option for payment is available on the Agent Desktop.
• Basic:  Indicates that an option for payment is available through the IVR and that the payment information is available on the Agent Desktop
• Advanced: Indicates that an option for payment is available through the IVR; however, payment information is neither available on the Agent Desktop nor stored within the call recording. This option supports integration (through the Contact Flow) with web service payment gateways through which agents can process various payment transactions (for example, one-time payment, recurring payments, or future payments).

Indicates the time period, in seconds, by which a call receives the maximum priority (1).

• A transaction must linearly increase from its initial priority to the maximum priority over the specified time period.
• A decimal value in this field is rounded off to the next integer.

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A selected checkbox indicates that agents can manually dial numbers or click contacts (on the contact widget) to contact numbers.

To configure international manual dialing for your target country, contact Client Services.

Specifies the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. This field contains the value  1 by default. You can, however, change the value. The maximum value that you can select in this field is  14.

For a given email or SMS thread, this value is reset when any of the following events occur on the thread:

• An agent replies
• A message is received
• An agent marks a message unread or read

Enables the logic under which account zip code is compared to an area code and dialing is based on the rules set within the logic and the chosen option.

Associates Contact Group with a service, during dial-time. The phone numbers associated with Contact Group will be restricted. The creation and association of Contact Groups are controlled in Contacts manager and DNC editor respectively. If the  DNC Contact Group  option is selected as  All, the phone number will be scrubbed for any calls launched for the Client.

When selected, SMS consent is required from the customer before SMS communication done on the service.

Message template for inbound WhatsApp messages.

The WhatsApp feature is currently in the Beta phase of development.

• Allows you to scrub all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required option from the drop-down menu and the available options are as given below:
  • 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.

    If the 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.

• Determines what default value is used as the pulsed Caller ID for the service.

  Caller ID Source ID options

  • FIXED: Using one of the service’s static options from the Phones tab
  • LOCAL CALLER ID: Using the local caller ID package assigned
  • FILE BASED CALLER ID: Using a certain value assigned to the individual account in the input file
  • SUBCLIENT CALLER ID: Using a number from one of the service’s “practices"
  • ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign.

  
  

Allows association at the service level to the configured real-time audio stream package. Select the desired package from the drop-down (will be available only if 3rd party speech analytics is configured).

Unique email address for routing inbound emails to the service.

You do not need to create separate domains for each inbound email inbox because inbound emails are routed to services based on email addresses instead of domains. Multiple services can share the same domain in the email addresses, which are used as routing tokens.