Uploading a Campaign
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. Note Before you begin, ensure that you...
Options for Creating a Campaign
A campaign is a focused attempt to contact customers based on factors, such as dialing strategies, customer service goals, or regions. This topic lists the different ways in which you can create a campaign in the LiveVox Portal and provides links to those topics for additional information. Refer to the following links in the Product Documentation si...
Segmenting a Campaign
Segmentation is the process of filtering the contacts within a large parent campaign into segments (smaller sub-campaigns) so that certain customers can be contacted based on your targeting strategy. To create a new segment within a campaign: In the LiveVox Portal, navigate to the Segmentation tool by selecting Configure > Campaigns > Segment...
Using a Campaign Template
Campaign templates are predefined dialing characteristics and schedules that help automate the campaign upload and configuration process. This topic describes how to create and use a Campaign template. U17 To create a Campaign template: In the LiveVox Portal, navigate to the Campaign Template tool by selecting Configure > Campaigns > Campaign ...
Understanding Click Distribution
U17 The Human Call Initiator (HCI) or 10-Digit Manual with Transfer (10 DMT) service types require that agents launch the calls. To launch a call, use the Click Distribution feature in the LiveVox Portal (LVP). A click is the process of initiating a call to a customer from a list of numbers assigned to the agent. Agents are assigned to a service or ...
What Is Local Caller ID (LCID)?
The LiveVox Local Caller ID (LCID) feature allows LiveVox customers to configure a local number to be displayed as the caller ID number when dialing certain areas. You can configure the number to display as a local number. If a local number is unavailable, you can display a number that is reasonably close to the customer's local number. The Local Ca...
How Do I Use an LCID Package Effectively?
The Local Caller ID (LCID) package displays a local number to the customers you're dialing, making them more likely to answer or call the number back later. Recommended Practices Use LCID packages on high volume outbound dialing campaigns to boost the Live Answer Rate and/or the Callback Rate. There are 3 numbers for every major metro area code cont...
How Do I Request an LCID Package?
To request Local Caller ID (LCID) functionality, contact your Account Manager/Account Executive. The request must include the number of LCID packages required as well as the following information: Outbound services that display the package Inbound services that receive callbacks from the package’s LCID numbers Info LCID Packages come at an additiona...
How Many Phone Numbers Can an LCID Package Contain?
US LCID packages may contain up to 300+ local numbers, which cover 100+ major areas. Canadian LCID packages may contain up to 45 local numbers, which cover 15 major areas. The major areas may vary in each package based on what is available to LiveVox from the carriers. There are typically 3 phone numbers assigned for each of the covered major areas....
Reviewing Numbers in a Caller ID (CID) Package
To view your CID packages available for use, or to see which numbers are featured in each package, navigate to the following section of your LiveVox Portal (LVP): Navigate to the Caller ID (CID) Package section by selecting Configure > Voice > CID Package from the Navigation Panel: Select a package from the Package(s) drop-down menu. If the l...
Reassigning a Local Caller ID (LCID) Package to a Different Inbound Service
The Phone Numbers editor allows users to view all LiveVox-owned phone numbers within the client’s LiveVox Portal (including Local Caller ID (LCID) numbers), and identify, assign, modify, and disassociate any phone numbers from one service to another: Navigate to the Phone Numbers editor by selecting Configure > Voice > Phone Numbers from the N...
Calling Name Control and Administration (CNAM) Overview
Calling Name Control and Administration Caller Name (CNAM) is the alphanumeric description displayed on the Caller ID interface for customers (or businesses) who subscribe to the Caller ID service to identify the caller. The format of CNAM is supported by up to 15 printable ASCII characters, including letters from A through Z, numbers from 0 through...
Understanding Pacing and Throttle
Pacing is a way to adjust the rate at which you send calls or messages to your customers over a period of time. Pacing can vary depending on the types of accounts to be contacted, the number of available agents, the time of the day, and the efficiency of the agents. Throttle determines how you apply the pacing method and it sets limits to the pacing...
Creating or Modifying Dialing Profiles and Dialing Strategies
Fall 23 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. Note You must configure the SmartReach dialing profile for the Eastern Time (ET) zone, regardless of whether the area/zip ...
Working with Dialing Profiles and Strategies
This article describes how dialing profiles and strategies can help ensure that you run campaigns in compliance with industry regulations. Dialing profiles define the acceptable days and hours that you can contact customers through telephone calls or Short Message Services (SMSes). They support compliance guidelines for contacting customers within r...