Creating or Modifying a Dialing Profile

Dialing profiles help support compliance policies for dialing and messaging. These policies are regionally based and contain parameters to limit customer contact based on location.

To create or modify a profile, complete the following steps:

1. On the LiveVox Portal (LVP), go to Configure > Voice > Profiles:
   
   
2. You can create a new profile from this menu, or modify an existing profile. To select an existing profile, use the search bar located at the top of the window:
   
   
3. To create a new profile, select Add Profile. You can also select Copy a Profile and modify the copy:
   
4. Add any customized policies. You can add the policies by country, state, area code, or start and end time of dialing. You can also set the policy to Do Not Dial and Do Not Leave Messages. You can set the policies to run for a certain day of the week, during a weekday, or during weekends. 
5. Once you've made your adjustments, click Ok and then click Save Profile:
   

Required Information for LiveVox to Set Up a Dialing Profile

If you are unclear on how to create a profile or need further assistance in setting up a profile, our LiveVox Customer Care team will be happy to help. However, they will need a few pieces of information to process your request:

• Indicate whether you want to change an existing profile or create a new one. To create a new profile, what name would you like for this profile?
• What are the customized policies you would like added to your profile? You can add any of the customized options listed in the previous section.

Creating or Modifying a Dialing Strategy

A dialing strategy allows you to define the order in which your LiveVox Portal (LVP) dials phone numbers within a campaign file. Strategies determine the rules for inclusion of numbers of an account, the sequence of dialing (what to dial and in what order, whether to move to the next number in the sequence), and any requeue inclusion.

To create or modify a strategy, complete the following steps:

1. On the LiveVox Portal (LVP), go to Configure > Voice > Strategy:
   
2. You can create a new strategy or copy an existing strategy:
   
3. You must add at least one phone position to the strategy. The strategy has the option for up to 30 phone positions (Phone_1 - Phone_30):
   
   
4. On the Outcomes tab, you can further customize your strategy. Since all calls that your campaign attempts end with some type of outcome (Customer Hung Up, for example), customize your strategy so that it knows if it should move on to the next customer phone number in your sequence. If the customer hung up you dialed them at Phone_1, you want the strategy to move on to Phone_2, and so on. 
   A list of possible outcomes for the specific strategy is displayed in the Outcomes tab. This section displays each Outcome category and the associated results.  The following fields are listed for each strategy: 
   • Category: The overall group in which the outcome resides. The complete Category list for the selected filter is displayed in the left column. You can narrow the search by selecting the appropriate category.
   • Result: The LiveVox Result name for the contact outcome (might differ from what the agent sees). See the Termination Codes editor to understand which agent-selected codes map to which LiveVox results.
   • Termination Code: The outcome agents see on your site's default service.
   • Dial Another Number: Determines if the next number in the dialing sequence associated with an account should be dialed if the current call results in the associated outcome. For example, in the above image, if the first call (set to phone 1) results in a Busy Outcome, the system attempts to dial the next phone number (set to phone 2) associated with the account.
   • Minutes Between Rounds: Determines the time between dialing rounds. The system waits for this interval before launching another call if the column is set to more than 0. 
   • Max Rounds: The maximum number of attempts during a campaign for a number reaching this outcome. If the last outcome for a sequence has Max Rounds of 1, the sequence restarts from the beginning. The default setting is 0. For example, in the setting above, if Call 1 results in a busy signal, the system attempts another round of dialing after a 5 minute wait. If a busy signal is reached again, the system attempts the next associated number because the Dial Another Number option is checked.
   • Requeue From Prior Campaign: Determines which outcomes to requeue when the strategy is applied to additional passes on a campaign. When checked, the system adds accounts to a requeue campaign for which this was the best outcome of the parent campaign. The Requeue From Prior Campaign option is not selected by default.
5. Select a strategy and double-click to make any changes to the Minutes Between Rounds, Max Rounds, Dial Another Number, and Requeue From Prior Campaign fields.
   
6.  You can also select if you want an outcome to result in the phone number being included in a Requeue campaign.

Required Information for LiveVox to Set Up a Dialing Strategy 

If you are uncomfortable with setting up your own strategy, our LiveVox Customer Care team can assist you. However, they need to know the following information to help process your request:

• What phone number positions should be added to the strategy? Identify the phone number positions from the first position to the last position. You can add up to 30 phone positions (from Phone_1 to Phone_30).
• If you want your strategy to include rounds, indicate how many rounds you want for each number to be dialed and the frequency between the rounds (minutes).
• Are there outcomes to exclude from dialing on the next pass? How many rounds do you want to attempt for those outcomes? 
• Are there any results that should be set as a requeueable outcome to have this account requeued from a previous campaign?