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.
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To create a Campaign template:
- In the LiveVox Portal, navigate to the Campaign Template tool by selecting Configure > Campaigns > Campaign Templates.
- Click Add campaign template. The Campaign Template details window appears.
- Specify values for the Campaign template fields.
Campaign Template Settings
Use the General tab to edit the campaign template settings.
Use the Campaigns tab to display campaigns that have had the Campaign template applied.
Use the Change History tab to track and display changes made to the Campaign template.FieldDescriptionMatching NameEnter a value to which a Campaign file name must match for this template to be applied.TypeSelect the Campaign type (Outbound, SMS, HCI, 10DMT, Messaging, and HTI) from the drop-down menu.Subtype This field appears if the value in the Campaign Type field is Messaging. Select the type of messaging (for example, WhatsApp).
This checkbox is automatically selected when you create a Campaign template for requeue campaigns.IDThis value is auto-populated by the system after you save the template.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 PhoneThis 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 IDThis 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 PhoneThis 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.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.DeleteNote
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 OptionThis 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.
Select the strategy that you want to be used for contacting the phone numbers.FromThis 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.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.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.ScrubThis setting denotes the wireless segmentation options for the selected service. This setting is configured in the Settings tab of the Client editor. Select 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.
Allow AppendSelect the check box to allow this campaign to be added/appended to an active campaign using the Campaign API. DeleteNote
This setting appears only if the Allow Append functionality is enabled in the Settings tab of the Client editor.
ScheduleSet up unique schedules for different days by clicking Add in the Schedule panel on the left.- On Demand: Select this option to manually control the campaign's dialing. Specify the days of the week you want to set up a schedule for by selecting or deselecting the checkboxes for the desired days.
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Schedule a run: 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.
To remove a schedule, click Delete in the Schedule panel. - Click Save.
- The template is now visible in the Campaign Templates window.
Delete
Delete
Note
After you upload a campaign using a Campaign template, you can view the campaign in the Campaigns window using the filter Today's Unassigned. To build the campaign, you must first assign a service to the campaign. For more information, see Using Campaign Templates and Building a Campaign in the Product Documentation Library.
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To create a Campaign template:
- In the LiveVox Portal, navigate to the Campaign Template tool by selecting Configure > Campaigns > Campaign Templates.
- Click Add campaign template. The Campaign Template details window appears.
- Specify values for the Campaign template fields.
Campaign Template Settings
Use the General tab to edit the Campaign template settings.
FieldDescriptionMatching NameEnter a value to which a Campaign file name must match for this template to be applied.TypeSelect the Campaign type (Outbound, SMS, HCI, 10DMT, Messaging, and HTI) from the drop-down menu.Subtype This field appears if the value in the Campaign Type field is Messaging. Select the type of messaging (for example, WhatsApp).
This checkbox is automatically selected when you create a Campaign template for requeue campaigns.IDThis value is auto-populated by the system after you save the template.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 PhoneThis 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 IDThis 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 PhoneThis 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.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.DeleteNote
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 OptionThis 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.
Select the strategy that you want to be used for contacting the phone numbers.FromThis 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.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.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.ScrubThis setting denotes the wireless segmentation options for the selected service. This setting is configured in the Settings tab of the Client editor. Select 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.
Allow AppendSelect the check box to allow this campaign to be added/appended to an active campaign using the Campaign API. DeleteNote
This setting appears only if the Allow Append functionality is enabled in the Settings tab of the Client editor.
ScheduleSet up unique schedules for different days by clicking Add in the Schedule panel on the left.- On Demand: Select this option to manually control the campaign's dialing. Specify the days of the week you want to set up a schedule for by selecting or deselecting the checkboxes for the desired days.
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Schedule a run: 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.
To remove a schedule, click Delete in the Schedule panel. - Click Save.
- The template is now visible in the Campaign Templates window.
Delete
Delete
Note
After you upload a campaign using a Campaign template, you can view the campaign in the Campaigns window using the filter Today's Unassigned. To build the campaign, you must first assign a service to the campaign. For more information, see Using Campaign Templates and Building a Campaign in the Product Documentation Library.