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To view existing users, navigate to the User editor by selecting Configure > System > User from the navigation panel of the LiveVox Portal (LVP).

Only Sysadmin and Superuser role types have access to the User editor.

The User editor allows you to add new users or update the existing users. Privileges for each type of user are defined in the User Roles and Permissions.

To filter results by role:

  1. Select a role from the Role drop-down list and click the magnifying glass icon. You can also enter a specific role in the Search field. 

  2. Double-click a user to edit the user information. The User-manager window is displayed.

    The password must be a minimum of 8 characters, containing at least 1 digit and cannot match any of the previous four passwords.

    DFA/OTP – Displays the user's One Time Password (OTP) enrollment status. If enabled, Enroll button is available for Dual Factor Authentication (DFA) when updating the user. Click on Enroll button, you will be presented with the below screen.

After you enable OTP, when you log on or change your password, you are taken through the OTP activation process. When logging in, the user must authenticate with a secondary PIN. The below options are supported for second-factor authorization.

  • Smartphone applications such as Google Authenticator, Microsoft Authenticator, Okta, Authy, etc.
  • Desktop application such as WinAuth which makes the workstation itself into the second-factor.
  • Hardware token which eliminates the need of smartphones at the user level.

Click the Reset button to disable the dual authentication process. Select the Save button at the bottom right to save changes.

  • Contact LiveVox Client Services to enable Dual Factor Authentication option and specify Max Failed Login OTP Attempts.
  • Dual Factor Authentication is not available for agent login.
  • Second-factor authorization is not supported via email, SMS, and voice message.
  • Please see Password Management Infosheet under Product Documentation > Quick Reference Documents for detailed information.

Optional Power

Manager and Client Auditor user roles have optional powers to expand or limit their abilities.  These powers are enabled from the Optional Powers tab. Enable or disable a power by selecting the check box next to it.

  • Manager users have the following optional powers:
    • Access to DNC: If enabled, the system provides access to the DNC editor.
    • Access to Administer Agents: If enabled, the system provides access to the agent editor and agent skill settings.
    • Access to Strategies Editor: If enabled, the system provides access to the strategies. 
    • Access to Campaign Templates: If enabled, the system provides access to campaign templates.
    • Access to Partitions: If enabled, the system provides access to partitioning.
    • Access to Upload Campaign: If enabled, the system provides access to campaigns.
    • Ability to Modify Services: If enabled, the system provides access to the service editor. If the check-box is not enabled, managers have view-only access.
    • Access to Contact Manager: If enabled, the system provides the ability to modify contact manager records.
    • Access to Call Recording Report: If enabled, the system displays the call recording report.
    • Ability to download call recording: If enabled, the system provides access to download the recorded call.
    • Permission to stream (playback) call recording: If enabled, the system provides access to stream (playback) the recorded call.
  • Client Auditor users have the following optional powers:
    • Ability to view Costs: Restricts users from viewing billing and cost information.
    • Access to Reports: If enabled, users can access the Review tab and reports.
    • Access to Real Time Report: If enabled, users can access the real time report.
    • Access to Service Efficiency Report: If enabled, users can access the service efficiency report
    • Campaign Line Summary Report: If enabled, users can access the campaign line summary report.
    • Access to Billing Duration Report: If enabled, users can access the billing duration report.

In addition, users with access to reporting (please see User Roles and Permissions grid for more information) have the following optional Call Recording powers:

  • Access to Call Recording Report: If enabled, users can access the call recording report.
    • Ability to download call recording: If the access to call recording report is enabled and this option is selected, users can view link and download recordings in the call recording report.
    • Permission to stream (playback) call recording: If the access to call recording report is enabled and this option is selected, users can view link and stream recordings in the call recording report.


Audit History

The Audit History tab provides logs that track changes made across the LVP by the selected user.

Change History

The Change History tab provides changes made to the user account.