Building a Smart Patch Program

The Smart Patch Program enables prerecorded constituent messages to be systematically directed to designated representative phone lines.

Smart Patch Program Setup Guide

Step 1: Configure Custom Caller ID

1. Access the Campaign Operating System (COS) dashboard
2. Navigate to the Management submenu from the project dashboard
3. Select "Phone Setup"
4. Either:
5.    - Utilize an existing phone group with the desired Caller ID (CID), or
6.    - Create a new phone group
         See this article for further information on phone groups and creation: Phone Setup
7. Add a new CID to the selected phone group by:
8.    - Searching for CID by type
9.    - Entering the desired area code in the appropriate field
10.    - Selecting "Find Numbers"
11.    - Once numbers populate, select "Add" to complete the process

Step 2: Build Patch Program

1. Create a new standard patch program
   For more information on building a Patch Program, see this article: Setting Up a Patch Project
2. Within the data configuration, replace the target phone number (Repnumber) with the custom CID created in Step 1
3. Important: Use only one number for this configuration

Step 3: Build Robo IVR Project

1. Create a Robo IVR project using the same data file as the patch program
   For more information on setting up a Robo IVR project, see this article: IVR Robo Quick Start
2. Configure as inbound-only to capture recordings (no outbound messages/calls)
3. In the script builder:
4.    - Select "Add Live Text Step"
5.    - Enter: "Please leave a message for your representative now"
6.    - Select "Add"
7. No live file step is required
8. Enter one response labeled "Recording Captured"
9. In response options, enable "Set Recording as True"
10. Select "Save & Next" to proceed

Step 4: Map Inbound Calls

1. Open the CID created in Step 1
2. Select the phone number
3. Choose "Inbound Project"
4. In the project section, select the Robo IVR project from Step 3
5. Configure call settings:
6.    - Call Limit: "Repeated Callin"
7.    - Inbound Flow: "Default"
8.    - Loop Count: 1
9. Select "Map" to finalize

Step 5: Access and Manage Recordings

1. Select "Logs" within the Robo IVR project
2. Select "Calls"
3. From this interface, recordings can be sorted and reviewed
4. To download recordings:
5.    - Select the checkbox adjacent to the media player
6.    - Select "Download .CSV"

Step 6: Create Voter ID Project

1. Setup Voter ID program
   For more information on building a Voter ID project, see this article: COS Quick Start Guide (Voter ID)
2. Prepare a data file with:
3.    - Target name in the first column
4.    - Created CID from Step 1 in a second phone number column
5.    - Recording URL from the Robo IVR project in the final column
6. When uploading the data file, set list processing to "Non-Household List AS-IS" to preserve duplicate numbers
7. In the script builder:
8.    - Configure one question and one response
9.    - Body text may remain blank
10.    - Label the response "Delivered Message"
11. In response options:
12.    - Select "Play File Hangup" to deliver the recording and disconnect
13.    - Alternatively, select "Play File" for an agent to remain on the line
14. Insert the header containing the recording URL from your data file