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The rules defining the inclusion of numbers for an account, sequence of dialing, whether to move to the next number in the sequence, and Requeue inclusion are set using Strategies. View a Strategy by selecting it from the top Strategy drop-down.  Expand below to learn more.

 

Your list of available Strategies are visible from the Strategy drop down menu. The basic settings are defined here.

  • ID - System assigned and unchangeable.
  • Name - Assigned by you to keep track of your strategy's purpose.
  • Sequence - The phone fields from your input filter and their order of potential dial are the Sequence. Consult your Input Filter to see which input file location contributes to each phone field.

Many settings aside from the system-assigned ID can be modified. After making a change select the Save button at the bottom right.

  • ID - Cannot be adjusted
  • Name - Type in the new identifying name to be applied for this strategy.
  • Sequence - Add new phone fields using the Add button. Move fields around by selecting them then using the Move Up and Move Down buttons. Remove a phone field by selecting it and clicking Delete.

Modify the Filter By selection to show more outcomes or all outcomes. After adjusting select the Save button at the bottom right.

  • Category, Result - Cannot be adjusted.
  • Termination Code - Not adjustable here. Navigate to the Termination Codes editor from the main navigation links on the left.
  • All other attributes - Double-click on the value to be modified, choose the new one from the list, and click in the blank space
  1. Create a strategy from scratch by selecting Add Strategy, or start from an existing strategy with the Copy button. 
  2. Define the name, sequence, and desired attributes (see Attributes sections above for details).
  3. Select Save.

Controlling which services can apply a strategy simplifies campaign assignment, helps with compliance, and allows dealing better with distinct books of business. When enabled (Configure > Client/Service > Client), to restrict access to a strategy:

  1. Select Assign CallCenter/Service.
  2. Check all services which should have access.
  3. Select OK.
  4. Click Save.

User Access Notice: Sysadmins, Superusers, and Managers (with limited restrictions) have the ability to define which Strategies can be applied to certain services from the Strategies Manager. 

  1. Select the strategy from your Strategy drop-down. 
  2. Click the Delete button from the bottom right. 
  3. Confirm your selection.

The Change History tab tracks and displays the changes made to the Strategy.

The dialing behavior of a Strategy is set based on individual Outcomes a contact attempt may receive. This editor allows different views/organization of the outcomes and how the system should behave for the account.

  • Category - The overall group in which the outcome resides. View all of a Category by selecting from the far left column hierarchy.
  • Result - The LiveVox Result name for the contact outcome (may differ from what agent sees). See Termination Codes editor to understand which agent selected codes map to LiveVox Results.
  • Termination Code - The outcome agents see on your site's default service.
  • Sequence: Dial Another Number - Indicates the next number in the sequence will be dialed if this outcome is reached.
  • Round: Minutes Between Rounds - If another round of dialing occurs for the sequence, the amount of time delayed before beginning.
  • Round: Max Rounds - The maximum number of attempts during a campaign for a number reaching this outcome. If last outcome for a Sequence has Max Rounds of 1, will restart the sequence at the beginning.
  • Requeue: Requeue From Prior Campaign - Looks at prior run and, if final outcome has this checked in this strategy, includes it in requeue campaign. Only used if strategy assigned to a requeue.

There are three views selectable next to Filter By to help you see what you need:

  • Outcome Strategy - Only outcomes set to Dial Another Number, Try Another Round of Dialing, or Requeue appear in this view.
  • All Requeueable Results - The previously default LiveVox strategy view of all commonly used outcomes.
  • All LiveVox Results- Every possible agent or system assigned outcome.

 

 

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