Configuring Client-Level Service Settings
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To specify dialing and messaging settings and monitor the progress of a campaign, use the Services window on the Configure tab in the LiveVox Portal (LVP). The Settings tab in the Services window contains general and advanced settings for the service.
To access the Services window, on the Configure tab, click Client / Service > Services, then click the Settings tab.
The following tables describe the fields in the Services level Client editor Settings tab.
|Contact Timing||Default campaign dialing restriction, also known as the dialing regime.|
The method of deciding the sequence in which the numbers in a campaign are contacted. This field contains the following options.
|Cycle Sort Daily||Cycles through the account sequencing (dialing sort) methods daily.|
|Is Cross Requeueable||A selected checkbox indicates that the campaigns associated with the service can be requeued to other services within the same call center.|
|Volume Control Enabled||A selected checkbox indicates that agents can increase or decrease the volume of the microphone and mute the microphone.|
|ACD Scheduled Callback PH Readonly||A selected checkbox indicates that agents cannot modify the phone number when scheduling a callback|
|ACD Scheduled Callback||Contains the following options to indicate the conditions for a scheduled callback:
0: Scheduled callback is disabled.
1: Routes a scheduled callback to the pool of agents assigned to a service
2: Routes a scheduled callback to the agent who scheduled the callback; if that agent is not available, the callback is routed to the pool of agents assigned to the service.
3: Routes a scheduled callback only to the agent who scheduled the callback.
|ACD PTP Enabled||A selected checkbox indicates that agents are prompted to specify the amount in the U.S. dollar if an appropriate Promise to Pay termination code is selected.|
Specifies the Agent Desktop that is assigned to the service.
|Call Acceptance Enabled||A selected checkbox indicates that agents are required to accept calls.|
|Default Agent Phonebook||Specifies the phonebook assigned to the service.|
|Call Acceptance Timeout (Sec)||
Specifies the number of seconds that an agent can wait before accepting a call.
|Secure Credit Card Capture Message||
Specifies the interactive voice response (IVR) message for payment associated with credit cards.
|Secure Credit Card Capture Mode||Contains the following options to present the payment options for a credit card:
|Secure Check Capture Message||
Specifies the interactive voice response (IVR) message for payment associated with checks.
|Secure Check Capture Mode||Contains the following options to present the payment options for a check:
|Priority Escalation Threshold (Sec)||
Indicates the time, in seconds, by which a call receives the maximum priority (1).
|Account Real-Time DNC||A selected checkbox indicates that Do Not Call (DNC) or Do Not Dial (DND) checks are enabled on manual services.|
|Show HCI Numbers||A selected checkbox indicates that the Human Call Initiator (HCI) numbers are displayed to the clicker agent.|
|Manual Dial Allowed||
A selected checkbox indicates that agents can manually dial numbers or click contacts (on the contact widget) to contact numbers.
|Voice Compliance Enabled||
|SMS Compliance Enabled||
|Days to Move Inactive Messages Back to Group Inbox||Specifies the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. This field contains the value 1 by default. You can, however, change the value. The maximum value that you can select in this field is 14.|
|Include Weekends||This checkbox is cleared by default. If you want to include weekends in the duration specified in the Days to Move Inactive Messages Back to Group Inbox field, select the checkbox.|
|Contact Max Attempts Per Day||Sets the maximum number of outbound dialing attempts to any phone number associated with an account per day. The default value is zero. If null, the client level setting is applied.|
|Contact Max Phone Attempts Per Day||Sets the maximum number of times an Account+Phone can be attempted per day. The Account Management functionality must be enabled for your site for this setting to take effect. The default is zero. If null, the client level setting is applied.|
|Contact Max Attempts Lifetime||The total amount of times a unique Account can be attempted.|
|Contact Max Phone Attempts Lifetime||The total amount of times a unique Account+ Phone combo can be attempted.|
|Dialing Profile||Determines the Hours/State/Days/Area Codes to dial from your Profile editor.|
|Zip Area Mismatch||Enables the logic under which account zip code is compared to an area code and dialing is based on the rules set within the logic and the option chosen.|
|Off: This feature is used to turn off the zip area mismatch feature.|
|Dial-Time: Often referred to as Standard zip/area code mismatch|
|If the area code and zip code for a record do not correspond to each other (that is, a mismatch), then the safe hour rule (11:00-21:00 ET) will apply and the mismatched records will be dialed during this window.|
|Dial-Time Optimized: Often referred to as Optimized zip/area code mismatch|
|If the area code and zip code for a record do not correspond to each other but fall into the same time zone, the system will respect that time zone’s dialing hours. If the area code and zip code for a record do not have the same time zone, the safe hour rule (11:00-21:00 ET) will apply and the mismatched records will be dialed during this window.|
|Dial-Time Overlay: Enhanced zip area mismatch coverage to include all time zones between Atlantic (GMT-4) and American Samoa (GMT-11).|
|Start and End times for mismatch scenarios are dynamically set where the Start Time is based on the Westernmost open hours and the End Time is based on the Easternmost closed hours.|
|DNC Contact Group|
|DNC Contact Group option applies to the Dial-Time Phone DNC only.|
|Email Opt-In Message||Select the email Opt-In message from the drop-down list. This selected message is used when the email campaign is launched for the service.|
|SMS Opt-In Message||Select the SMS Opt-In message from the drop-down list. This selected message is used when the SMS campaign is launched for the service. Available LV-standard contact flows are SMS Blast, SMS UAD Opt-In, and SMS UAD Widget.|
|Email Consent Required||When selected, email consent is required from the customer, before email communication is done on the service.|
|SMS Consent Required|
|Inbound Email message||Selects the inbound message template for inbound emails.|
|Inbound SMS message||Selects the inbound message template for inbound SMSes.|
|Inbound Chat message||Selects the inbound message template for inbound chats.|
|Inbound Messaging Message|
|Service Level Seconds||The specified number of seconds an inbound call must be answered within by an agent to be in SLA compliance (on Dashboards and Inbound Service Efficiency report this setting is the Service Level setting)|
|Service Level Formula||Service Level Formula used as default. Details for each formula are available via the link next to this field|
|Voice ID||Default voice talent for campaigns assigned to the service|
|AM Option||Default answering machine detection setting for the service
|Scrub||Allows you to scrub all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required option from the drop-down menu. The available options are:
|Call Recording Enabled||When checked, all conversations with an agent logged into the LiveVox ACD are recorded.|
|Call Recording Bitrate||Refers to the audio resolution (kilobits per second). Available options: 16, 32, 64. The default setting is 16-bit. 32-bit and 64-bit can be selected if required for Speech Analytics integration.|
|Record External Transfers||External transfers are defined as any transfer to a 10-digit number. When checked, LiveVox will continue recording calls transferred to an external party until the call is terminated. If NOT checked, LiveVox will end call recording when a call is transferred to an external party.|
|Days Of Call Recordings||This is a view-only setting. If it shows to be set to Select One, then the service will respect the client level Days of Call Recording configuration.|
|Leave No Messages||Allows predictive campaigns to default to disconnect upon answering machine detection.|
|Append Campaigns Report at End of Day||Reports campaigns at the end of the day. When disabled, campaigns report when out of disabled records which would prevent records from being appended from that point when the Campaign is stopped. (The add/append records to active campaigns functionality requires the use of Campaign API. Please contact LiveVox Client Services, if questions.)|
|Caller ID Source ID||
Determines what default value is used as the pulsed Caller ID for the service. The options are:
|Operator Phone Source ID||Determines the default number source used when bridging whisper agents. Defines the default CID of Manual dials. See drop-down options in the Caller ID Source ID definition.|
|Callback Phone Source ID||Determines where the default phone number left in messaging comes from. See drop-down options in the Caller ID Source ID definition.|
|Chat Routing Token||The unique identifier that routes incoming chat to a service.|
|Shadow Audio Packages||
Allows association at the service level to the configured real-time audio stream package. Select the desired package from the drop-down (will be available only if 3rd party speech analytics is configured).
|Inbound SMS Code||Short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service. If the service is used for WhatsApp, the value in the field indicates the WhatsApp number for routing inbound WhatsApp messages.|