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

Selects which predefined agent desktop will be applied to this service. If Select One is displayed your Client level or Call Center level ACD Agent Desktop will be applied.

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 no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

Allows the selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Contact Flow editor. 

This field is no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

If Disabled is selected (default), then no credit card payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a credit card payment processing option via IVR where payment information will be presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged.  The Advanced option allows for a credit card payment process option via IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged. This option supports integration via Contact flow editor with web service payment gateways. Agents will have the ability to process various payment transactions (For example, one-time payment, recurring payments and future payments) that are processed via the payment gateway.

This field is no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

Allows selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Contact Flow editor.   

This field is no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

If Disabled is selected (default), then no check payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a check payment processing option via IVR where payment information will be presented on the Agent Desktop. The Advanced option allows for a check payment process option via IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording, nor will data be logged. This option supports integration via Contact Flow Editor with web service payment gateways. Agents will have the ability to process various payment transactions (For Example, one-time payment, recurring payments and future payments) that are processed via the payment gateway.

Setting in seconds upon which the call will receive the maximum priority (1). The transaction should linearly increase from its initial priority to max priority over the time period defined. Priority should always be rounded to the closest integer.  

If checked, agents can manually dial phone numbers or single-click contacts from the contact list widget. However, calls continue to be routed through the automated system.

To configure international manual dialing for your target country, contact the Customer Care Team.

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.

• 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 preferred 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.