A campaign is a focused attempt to contact customers based on factors such as dialing strategies, customer service goals, or regions. Campaign files contain phone numbers and customer information for use on the LiveVox dialing systems. This topic describes how to upload a campaign file from the Campaign window.

To upload a campaign file:

1. From the LiveVox Portal, navigate to Configure > Campaigns > Campaigns.
2. Click the Upload button in the lower-right corner of the Campaigns window. The Upload Campaign window appears.
3. In the Upload Campaign window, select the Basic tab to set service and campaign-level attributes.
   
   

   Basic Settings

   

   
   

   Field	Action
   Campaign Type	Select the campaign type (Outbound, SMS, HCI, 10DMT, Messaging, and HTI) from the drop-down menu.
   Campaign SubType	This field appears if the value in the Campaign Type field is Messaging. Select the type of messaging (for example, WhatsApp).
   Campaign File	Click either in this field or on the green arrow icon to navigate to the local directory that contains the file to be uploaded. Select the file you want to upload (one at a time) by highlighting the file, and clicking Open, or by double-clicking the file name. Delete Note You must submit campaigns individually, not in batches. Wait for confirmation that the upload is complete before assigning attributes to the next campaign. For information on bulk uploads in the LiveVox Portal, see Uploading Files Using the FTP Browser in the Product Documentation Library. To load multiple files using SFTP for automatic processing, contact the LiveVox Customer Care Team.
   Service	Select the service on which you want the campaign to run. You can also search for a service by its name, call center, type, and preview mode by clicking the magnifying glass icon.
   Operator Phone	This field appears if the value in the Campaign Type field is 10DMT, HCI, HTI, or Outbound. Enter the number that you want the LiveVox platform to first dial for tethering extension-based agents into the system.
   Caller ID	This field appears if the value in the Campaign Type field is 10DMT, HCI, HTI, or Outbound. Select the number from which you want the customers to be called. The options in the Caller ID field are determined by the value in the Caller ID Source ID field on the Settings tab of the selected service.
   Callback Phone	This field appears if the value in the Campaign Type field is 10DMT, HCI, HTI, or Outbound. Enter the number that you want your customers to dial if they want to contact you—this is the number that you want to leave on their answering machines. The type of the Callback Phone field (that is, disabled or drop-down list box) is determined by the value in the Callback Phone Source ID field on the Settings tab of the selected service. To add or modify the pre-defined caller ID phone numbers displayed by the service, contact the LiveVox Customer Care Team.
   Voice	This field appears if the value in the Campaign Type field is 10DMT, HCI, HTI, or Outbound. Select the voice that you want to be used in the calls. Delete Note The default value in the Voice field is the same as that in the Voice ID field on the Settings tab of the selected service. The Voice field contains the voices that are selected on the Voice Pool tab of the client associated with the selected service. The list of possible voice talents includes: Bob: American Male Claudine: French Canadian Female Gisele: Portuguese Female Gruff F: American Female Gruff M: American Male Juanita: Spanish Female Julie: American Female Kate: British Female Lee: American Male Scarlet: South American Female
   AM Option	This field appears if the value in the Campaign Type field is 10DMT, HCI, HTI, or Outbound. Select the answering machine (AM) option that you want to be used for the calls. The default value in the AM Option field is the same as that in the AM Option field on the Settings tab of the selected service. Depending on the configuration, this field contains the following options: Don't Leave Messages: If an answering machine is detected, does not leave a message and disconnects the call.  Leave Messages: Detects answering machines and leaves a message.  Transfer all Connections: Does not detect answering machines and transfers all connections to agents.
   Dial Strategy	Select the strategy that you want to be used for contacting the phone numbers.
   From	This field appears if the value in the Campaign Type field is Email. Select the name of the email address from which you want the emails to be sent to your customers.
   Email Message	This field appears if the value in the Campaign Type field is Email. Select the template that you want to be used in the email message.
   Message	This field appears if the value in the Campaign Type field is Messaging or SMS. Select the template that you want to use in the SMS or WhatsApp message.
   Scrub	This is a read-only setting that denotes the wireless segmentation option for the selected service. This setting is configured in the Settings tab of the Client editor. The field contains one of the following values:  None: Does not scrub (remove) any phone number.  Wireless: Scrubs all wireless numbers so that all landline numbers are contacted.  Landline: Scrubs all landline numbers so that all wireless numbers are contacted.  Segmented Wireless: Enables you to use different contact strategies based on the position of a phone number to contact both landline numbers and wireless numbers from the same campaign. All wireless numbers from positions 1 through 15 are scrubbed and start from position 16. Delete Note The service-level Scrub option auto-populates for the selected service. If the service-level scrub option is Select One (Null) for the particular service, then the client-level Scrub option is auto-populated for that particular service when you manually load the campaign. At this time, permitted users can override this setting by choosing another Scrub option from the drop-down. See the Product Documentation Library for information about user roles and permissions. To assist clients with wireless number dialing strategies, LiveVox uses a database of wireless numbers from Interactive Marketing Solutions (http://www.ims-dm.com/). LiveVox is subscribed to the automated file delivery service from IMS for the following: Wireless block identifier file. This is the list of area codes and exchanges or blocks of numbers assigned to wireless carriers active within the North American Numbering Plan in the US and Canada. This file is received from IMS on a monthly basis. Ported number file. This is the list of numbers that appear to belong to wired landlines, but are now assigned to wireless telephones and the list of numbers that appear to belong to wireless telephones, but are now assigned to wired landlines. This file is received from IMS on a daily basis. For more information, refer to the FAQs from Interactive Marketing Solutions: http://www.ims-dm.com/products/WBI_FAQs.pdf http://www.ims-dm.com/products/PortedFAQs.pdf While the IMS services are accurate, LiveVox cannot guarantee 100 percent accuracy at all times, given the update intervals and other factors.

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4. Select the Advanced tab to enable segmentation, scheduling, and append settings.
   
   

   Advanced Settings

   

   Field	Action
   Segmentation Template	Select this checkbox if you want the campaign to be divided into smaller campaigns (sub-campaigns). A field appears for you to select a segmentation template. Delete Note Segmentation is the process of dividing a campaign (parent) into campaign segments (sub-campaigns) based on certain criteria. For more information about segmentation or how to create a segmentation template, see Segmentation in the Product Documentation Library.
   Allow Append	Select the check box to allow this campaign to be added/appended to an active campaign using the Campaign API. Delete Note This setting appears only if the Allow Append functionality is enabled in the Settings tab of the Client editor.  You can append new records to active campaigns that are in Built, Pause, or Play states only. An enhanced campaign append functionality is available where the service-level dialing sort is superseded for priority record handling. This enables appended campaign records to be handled with priority over existing campaign records. To configure append handling with priority and append automation, contact the LiveVox Customer Care Team.
   On Demand	Select this option to manually control the campaign's dialing.
   Schedule	To schedule a campaign's dialing, select the radial button next to Schedule. When you select the checkbox, by default, the campaign is scheduled to start running immediately after it is uploaded (as indicated by the selected ASAP checkbox) and stop running when one of the following criteria is met (as indicated by the selected End of Day checkbox): The contact window (based on compliance policies) ends.  When all the phone numbers in the campaign have been contacted.  When the campaign is manually stopped.  If, however, you want the campaign to start and stop running at a specific time, clear the ASAP and End of Day checkboxes, and then, in the respective Select Time fields, specify the start time and end time (in hours and minutes). The start time and end time are represented in Eastern Time, in the 24-hour time format. If you want the campaign to be run the next day, select the Next Day checkbox, and then specify values in the Start Time and End Time fields.

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5. Click the Upload button in the Upload Campaign window to complete the process.
   A message appears in the portal stating that the campaign was successfully created.

The shelf life for campaign files is 14 days. Shelf life defines the number of days the campaigns are displayed on the LiveVox Portal Manager screen. This is a default setting.