The Preview All Service Type provides a preview of the customer record to the agent. Once the customer record is displayed to the agent, a definite timeframe is provided for the agent to respond. The agent can choose to dial the number, enter a different number to dial the customer, or skip dialing the customer number and move to the next customer record in the list.

This article provides information about how to configure the Preview All service and how to use it in a campaign.
 

Configuring a Preview All Service Type

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

To configure:

1. Log in to the LiveVox Portal (LVP) as an administrator.
2. Navigate to Configure > Service > Services. 
    
3. From the list of services, double-click the service of Service Type Preview All to configure. 
   The Edit Service window appears.
   
4. In the General tab, enter a name for the service in the Name field.
   1. From the Call Center drop down, select a call center. 
   2. From the Service Type drop down, select Preview All (Preview). 
   3. From the ACD mode field, select the required ACD option. 
   4. From the Call Direction field, select Outbound or Blended. 
5. Navigate to the Phone Numbers tab. 
   
   1. In the Phone Number to TTS field, enter an inbound number.
   2. Enter a phone number in the Operator Phone field. 
   3. In the Agent Call In Number enter a phone number.
   4. In the Caller ID - Package ID field, select a caller ID. 
6. Navigate to the Preview Settings tab. Make the following changes:
   
   1. Preview Mode: Allows a preview of all options and forces the agent's acknowledgment before launching a call.
   2. Preview Manual Allowed: If checked, an agent can enter and dial a 10 digit number manually on a Preview call.
   3. Preview Timeout: The number of seconds an agent has to confirm, manually enter (if enabled) or skip an account, while in preview before the Preview Default Action occurs.
   4. Preview Skip Allowed: If checked, it enables an agent to skip a presented account and move on to the next account. The preview default action of skip can still occur when the agent skip ability is disabled.
   5. Preview Confirm Dial: Allows controlling the level of human intervention required before the call is launched. Available options from the drop-down list include:
      1. Select One: Single click confirmation
      2. Dial Button: Secondary confirmation of the number
      3. 10 Digit Entry: 10 digit manual entry
   6. Preview Auto Completion: If checked, the agent will be presented with the next account number once all the loaded numbers from the previous account have been dialed. 
      

      Info

      The Preview Manual Allowed must be enabled to disable this feature.

       
7. Click Save.

Creating Campaigns for the Preview All Service

To create a campaign for the unattended service:

1. On LVP, navigate to Configure > Contacts > Contacts.
   From the Search field, select the parameters to create a campaign.
   
2. Click Make a Campaign.
   The Create Campaign window appears.
   
3. Make the following changes in the Basic tab:
   1. Campaign Type: Select the type of the campaign.
   2. Campaign Name: Enter the name for identifying the campaign throughout the LiveVox Portal.
   3. Service: Select the service on which you want the campaign to run.
   4. Operator Phone: Enter the number that you want the LiveVox platform to first dial for tethering extension-based agents into the system.
   5. Caller ID: Select the number from which you want the customers to be called.
   6. 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.
   7. Voice: Select the voice that you want to be used in the calls.
      1. Bob: American Male
      2. Claudine: French Canadian Female
      3. Juanita: Spanish Female
      4. Julie: American Female
   8. AM Option: Select the answering machine (AM) option that you want to be used for the calls.
      1. Don't Leave Messages: If an answering machine is detected, does not leave a message and disconnects the call.
      2. Leave Messages: Detects answering machines and leaves a message.
      3. Transfer all Connections: Does not detect answering machines and transfers all connections to agents.
   9. 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.
   10. Scrub: You cannot modify the value in this field. The field contains one of the following values:
       1. None: Does not scrub any phone number.
       2. Wireless: Scrubs all wireless numbers so that all landline numbers are contacted.
       3. Landline: Scrubs all landline numbers so that all wireless numbers are contacted.
       4. 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.
4. In the Advanced tab, check the following options as required:
   
   1. Segmentation Template: To divide the campaign into smaller campaigns (sub-campaigns).
   2. Exclude Parent Segmentation: To exclude the parent campaign.
   3. Allow Append: To allow the campaign to be appended to an active campaign.
   4. On Demand: To run the campaign manually.
   5. Schedule: To run the campaign automatically based on a schedule.
5. Click Create. A message stating that the campaign is created is displayed. To access the campaign, navigate to Configure tab, click Campaigns > Campaigns.
   
6. Click the Wrench icon to build the campaign.
7. Click the Play icon to launch calls to your customers that you have selected in the campaign.

Preview Service Type on Agent Desktop

For an agent, once logged in to the service assigned, the Agent Desktop displays the contact information for the accounts that are selected in the campaign. 

The agent can choose to dial the number presented, or skip depending on the configurations for the service.