.Integrating LV PBX with the Livevox Portal vLV19

This section details how you can integrate the LV PBX with the LiveVox Portal (LVP) to leverage LVP's data management and reporting features.

Prerequisites

• Confirm if the available phones are compatible with LV PBX.
• Verify if purchased phone numbers are available or purchase phone numbers.
• Identify the contact flow to use in the implementation.
• Identify if calls must transfer from:
  • LV PBX to agents in the Livevox portal using the PBX phonebook (or)
  • From agents to LV PBX using an agent phonebook

Configuration options

LVP to BusinessPhone (IVR and Contact Manager) (Recommended)

Start by importing LVPBX extensions and phone numbers in Contact Manager (use the extension as the account number and phone 1 as the direct PBX number). Set up a contact flow to check the extension and the Direct Inward Dialing (DID) number in Contact Manager, then configure an external transfer to the DID as follows:

In the contact flow:

1. Set up the entering_digits module to ask for the extension number to be contacted in LVPBX, and store the number in the alternate_phone variable.
   
2. Use the lookup module to look for the extension in Contact Manager (by account number) using the alternate_phone variable in the entering_digits module.

   

3. Add an external_transfer module to transfer the call to the DID found in the lookup if the alternate_phone variable matches the extension number.
   
4. Define a process for the scenarios when the caller doesn't know the extension of the agent and when the extension doesn't exist in Contact Manager.
   Example :
   

When you create a new account in Contact Manager:

1. The account number will be the Extension number in LVPBX
2. The DID number in LVPBX will be the number associated with the created contact.

LVP to LVPBX (PhoneBook)

Create an Agent Phonebook with external transfers to the phone numbers of the agents in LVPBX, and assign the phonebook to the service that will send callers to the LVPBX.

Once a call is received, the LVP agent has the option to make a phonebook transfer to the agent's phone number in LVPBX.

In this scenario, the agent in LVPBX will receive the following incoming notification call:

LVPBX to LVP

• The Inbound contact flow should have a lookup module to search for the phone number and an operator transfer module. The operator transfer module should be configured to transfer the call to the pool of agents in the client's contact flow.
• LVPBX must configure a quick transfer button so the system can transfer the call to the contact flow.

Example: service LVPBX to LVP

For this service, we have routed an 899 number. This phone number will be used by agents in LVPBX to make calls to agents in LVP.

This message template has a standard call flow with a phone lookup module to search for the phone number. You must also define how the agent will receive these calls from LVPBX and the type of service group that the IB service will have to route the callers.