Spring24 Admin Guide

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Campaign Templates are predefined dialing characteristics and schedules that are applied to campaigns based on the file name. The Campaign Templates tool can be found in Configure > Campaigns > Campaign Templates within the navigation panel.



The Campaign Templates search filter allows you to search for specific campaign templates by using any single or combination of available filters such as searching with text for a campaign template's Name, Service or Dialing Strategy as well as by applying filters of Voice, AM Option, Schedule or scrub option.



To setup a new Campaign Template, click the Add Campaign Template button at the bottom right of the window. This will bring up the Campaign Template Details window.



  • Specify a file name under Matching Name field and select the Type of the campaign from the drop down menu.
  • Select a service from the Service drop down menu or click the magnifying glass icon to bring up the Select Service screen.



  • In the Select Service screen you can search for services by Service Name, Call Center, Service Type, and Preview Mode.



  • Adjust or accept the following three phone options.
    1. The Operator Phone is the number first dialed by LiveVox when extension based agents are called by LiveVox to tether into the system.
    2. Caller Id can be selected from the drop down list. If the Local Caller ID feature is enabled, [Local, rotated] option is the default option. Modify the available CID list from the Service editor.
    3. The Callback Phone is the number left on answering machines or live person messages by the LiveVox system.



  • Select the desired voice talent from the Voice drop down menu. 



  • Select an answering machine messaging option from the AM Option drop down menu.



  • Select a dialing strategy from the Dial Strategy drop down menu.



  • Select the required Scrub option from thedrop down menu to scrub all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time.



There are four Scrub options to select:

  • 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.


The service level Scrub option auto-populates for the selected service. If the service level 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. At this time, permitted users can override this setting by choosing another scrub option from the drop down. Please see User Help section for more details on user roles and permissions.


    • Select Allows append  to allow uploaded campaign files to be appended to an active campaign.



    • Specify the days of the week you want to set up a schedule for by selecting or deselecting the check boxes underneath the desired days. You can set up unique schedules for different days by clicking the Add button underneath the Schedule panel on the left hand side.



    • To manually control the campaign's dialing select the radial button next to OnDemand. Otherwise, the Schedule a run radial button will be selected to allow for scheduling. By default Start Time and End Time are ASAP and End of Day, respectively. 
      1. ASAP - Start the campaign as soon as possible.
      2. End of Day - The campaign will end by curfew, depletion, or if a manager stops the campaign.


    • To specify either Start Time or End Time deselect the check boxes to the left of ASAP or End of Day and select the hour and minute from the drop down menus.

    • Once all dialing characteristics and schedules have been set up click the Save button at the bottom of the Campaign Template Details window.


To set up a campaign template for requeue campaigns, click the Add Requeue Campaign Template button at the bottom right of the window.


 Subsequently requeued files are appended by a file extension of “.r1” representing each prior requeue. For example:

  • Requeue of original file = .r1
  • Requeue of first requeue (.r1) = .r1.r1
  • Requeue of second requeue (.r1.r1) = .r1.r1.r1

Not building a subsequent requeue off of the previous file’s outcomes will append a sequential file extension such as .r2, .r3, etc.

Follow the same steps as for setting up a new campaign template.

Adjusting Existing Campaign Templates and Secondary Tabs
Double click an existing campaign template to adjust the settings from the Campaign Template Details window. The Campaigns tab displays campaigns that have had the campaign template applied. The Change History tab tracks and displays changes made to the campaign template.