Configuring the Unattended Service Type

Table of Contents

Important Configuring the Unattended Service Type Important Note Creating Campaigns for the Unattended Service

Unattended service is an automated outbound service that connects with an IVR system. Irrespective of the responses provided, the called party cannot be connected to an agent. The configured message is delivered through an IVR system.

This article provides information about how to configure the Unattended service and how to create an Unattended service campaign.

Important

You cannot create a service; however, you can copy an existing service and modify the new service as needed. For information about how to copy a service, see Copying a Service.

Configuring the Unattended Service Type

After copying an existing service, make the changes that are specific to the Unattended Service type.

To configure:

Log in to the LiveVox Portal (LVP) as an administrator.
Go to Configure > Service > Services.
From the list of services, double-click the service you want to configure.
The Edit Service window appears.
In the General tab, Name field, enter a name for the service.
From the Call Center field, select a call center.
From the Service Type field, select Unattended(Auto).
From the ACD mode field, select No Acd.
From the Call Direction field, select Outbound.
Go to the Messaging tab. From the Input Filter field, select the Default Filter.
Contact the LiveVox Customer Care team to update the Contact Flow Results Rule Set field.
Click Add Property.
The Add Property window appears.
From the Property Name field, select Message.
From the Property Value field, select the message that will be played when your call is launched.

Important

For information about how to create a message, see Creating Messages.
Go to the Phone Numbers tab. In the Phone Number to TTS field, enter an inbound number.
If your customers want to call you back after hearing the IVR message, they can call at this number.
Enter a phone number in the Operator Phone field. This number is required to create campaigns.

Note

You can use the same number that you have used in the Phone Number to TTS field.
The Agent Call In Number is not required for the Unattended Service type.
In the Caller ID - Package ID field, select a caller ID. For information about Caller ID, see CID Package.
Go the Settings tab. In the Contact Rules section, from the Profile field, select LV_Standard_SDR_A.
In the Defaults section, from the AM Option field, select Leave Messages.

After you configure the service, you must create a campaign to launch calls by using this service.

Creating Campaigns for the Unattended Service

This section describes the procedure to create a campaign from the contact manager. You can create contact campaigns from Contact Manager for email marketing, social media engagement, or customer service outreach.

To create a campaign for the unattended service:

On LVP, navigate to Configure > Contacts > Contacts.
From the Search filed, select the parameters to create a campaign.
Click Make a Campaign.
The Create Campaign window appears.

The following table describes the fields (checkboxes) that appear on Create Campaign window:

Basic tab fields
Campaign Type	Select the type of the campaign.
Campaign Name	Enter the name for identifying the campaign throughout the LiveVox Portal.
Service	Select the service on which you want the campaign to run.
Operator Phone	Enter the number that you want the LiveVox platform to first dial for tethering extension-based agents into the system.
Caller ID	Select the number from which you want the customers to be called.
Callback Phone	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.
Voice	Select the voice that you want to be used in the calls. The following types of voice talent are supported: Bob: American Male Claudine: French Canadian Female Juanita: Spanish Female Julie: American Female
AM Option	Select the answering machine (AM) option that you want to be used for the calls. 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	This field appears if the value in the Campaign Type field is not Email. Select the strategy that you want to be used for contacting the phone numbers.
Scrub	You cannot modify the value in this field. The field contains one of the following values: None: Does not scrub 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. This is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of a contact. That is, all wireless numbers from positions 1 through 15 are scrubbed.

Advanced Tab Fields
Segmentation Template	If you want the campaign to be divided into smaller campaigns (sub-campaigns), select this checkbox. A field appears for you to select a contact segmentation template.
Exclude Parent Segmentation	If you want the parent campaign to be excluded, select this checkbox.
Allow Append	If you want to allow the campaign to be appended to an active campaign, select this checkbox. The Allow Append checkbox appears if the Campaign Appends Allowed checkbox on the Settings tab of the client is selected. An active campaign is a campaign that is playing. To append a campaign to an active campaign, contact the LiveVox Customer Care Team. A campaign API is required to append a campaign to an active campaign. A campaign can be appended to an active campaign only if the former is built, played, or paused.
On Demand	If you want to run the campaign manually, select this checkbox.
Schedule	If you want the campaign to be automatically run based on a schedule, select this checkbox. 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 are 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 and end times must be in the 24-hour time format and the times are displayed in your configured time zone. 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.

Click Create. A message stating that the campaign is created appears. The campaign is available in the Campaigns window. To access the Campaigns window, on the Configure tab, click Campaigns > Campaigns.
To build the campaign, click the wrench icon.
Click the Play icon to launch calls to your customers that you have selected in the campaign.

The campaign gets launched and calls go out to your customers.

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