Prior to LV19, LiveVox supported international number dialing, but only using the Manual service and LiveVox clients had to contact customer support to enable this feature. In LV19, you can use the Quick Connect service to call customers in other countries from your home country and include international numbers in campaigns.
In addition to using Quick Connect for international dialing, the Dialing Country of Origin setting is now active for the following countries: the United States, Canada, Mexico, the United Kingdom, Columbia, India, and Ireland. If you need support for other countries, please contact the LiveVox Customer Care Team. During campaign processing, the Dialing Country of Origin field is used to determine whether the phone numbers are local or international. Numbers without a country code are treated as local numbers.
If you are using international numbers in a campaign, you must include them in an input file. After the input file is uploaded, LVP validates the phone numbers using the E.164 format.
The following example describes various scenarios using the Quick Connect service to use international numbers in campaigns.
Scenario 1
Home country: US
Requirement: Quick Connect Service to dial customers in the United Kingdom
Required Configurations:
- Enable the 'International number' option on LVP. Contact the LiveVox Customer Support team to enable this option. International Carriers are configured for the designated International Quick Connect service. You must acknowledge that outbound compliance features have been removed and you must sign a contractual Master Services Agreement (MSA) for the related International Dialing services.
- Upload the input file containing the customer phone numbers in the E.164 format.
Scenario 2
Home country: UK
Requirement: Quick Connect Service to dial customers in the United Kingdom
Required Configurations:
- Enable the 'International number' option on LVP. Contact the LiveVox Customer Support team to enable this option. International Carriers are configured for the designated International Quick Connect service. You must acknowledge that outbound compliance features have been removed and you must sign a contractual Master Services Agreement (MSA) for the related International Dialing services.
- Upload the input file containing the customer phone numbers in the E.164 format.
Scenario 3
Home country: UK
Requirement: Quick Connect Service to dial customers in the US and the United Kingdom
Required Configurations:
- Create two separate services, one for dialing customers in the US and another for dialing customers in UK.
When you dial customers in the US, ensure the following:
- Do not enable the international number option LVP.
- Upload the input file containing the 10-digit US local numbers.
- Apply compliance checks as per the requirement.
When you dial customers in UK ensure the following:
- Enable the 'International number' option on LVP. Contact the LiveVox Customer Support team to enable this option. International Carriers are configured for the designated International Quick Connect service. You must acknowledge that outbound compliance features have been removed and you must sign a contractual MSA for the related International Dialing services.
- Upload the input file containing the customer phone numbers in the E.164 format.