The Settings tab allows you to verify or modify configurable settings.
General Settings
The General Settings section contains the following fields:
Section | Field | Description | |||||||||||||||
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General Settings | Contact Timing | The timing during which the numbers are dialed. Contact timing sets the Service's Contact Timing, the prime-time hours during which calls should preferentially or only be made to a time zone. Complies with the Service's Dialing Profile. It is the default campaign dialing restriction, also known as the dialing regime. | |||||||||||||||
Dialing Sort | The method of deciding the sequence in which the numbers in a campaign are contacted. This field contains the following options.
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Cycle Sort Daily | Cycles through the account sequencing (dialing sort) methods on a daily basis. | ||||||||||||||||
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. |
Agent Desktop Settings
The Agent Desktop section contains the following fields:
Section | Field | Description |
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Agent Desktop | Volume Control Enabled | A selected checkbox allows agents to increase or decrease microphone or customer volume, and to mute the microphone. |
ACD Scheduled Callback PH Readonly | A selected checkbox prevents agents from modifying the phone number when scheduling a callback. | |
ACD Scheduled Callback | If enabled, agents can schedule a future callback.
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ACD PTP Enabled | A selected checkbox forces agents to enter a dollar amount in a text box if an appropriate Promise to Pay termination code is selected. | |
Agent Desktop | Selects which predefined agent desktop will be applied to this service. If Select One is displayed your Client level or Call Center level ACD Agent Desktop will be applied. | |
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. This value is applicable only if you have selected the Call Acceptance Enabled checkbox. | |
Secure Credit Card Capture Message | This field is no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured. Allows the selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Contact Flow editor. | |
Secure Credit Card Capture Mode | This field is no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured. If Disabled is selected (default), then no credit card payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a credit card payment processing option via IVR where payment information will be presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged. The Advanced option allows for a credit card payment process option via IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged. This option supports integration via Contact flow editor with web service payment gateways. Agents will have the ability to process various payment transactions (For example, one-time payment, recurring payments and future payments) that are processed via the payment gateway. | |
Secure Check Capture Message | This field is no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured. Allows selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Contact Flow editor. | |
Secure Check Capture Mode | This field is no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured. If Disabled is selected (default), then no check payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a check payment processing option via IVR where payment information will be presented on the Agent Desktop. The Advanced option allows for a check payment process option via IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording, nor will data be logged. This option supports integration via Contact Flow Editor with web service payment gateways. Agents will have the ability to process various payment transactions (For Example, one-time payment, recurring payments and future payments) that are processed via the payment gateway. | |
Priority Escalation Threshold (Sec) | Setting in seconds upon which the call will receive the maximum priority (1). The transaction should linearly increase from its initial priority to max priority over the time period defined. Priority should always be rounded to the closest integer. | |
Account Real-Time DNC | A selected checkbox enables DNC/DND checks on Manual Services. This option is enabled by default. | |
Show HCI Numbers | A selected checkbox displays HCI numbers to the clicker agent. This option is enabled by default. | |
HCI / HTI Select | Enables the Human Call Initiator (HCI) Select feature or the Human Text Initiator (HTI) Select feature depending on the type of configured service. When HCI/HTI elect is enabled, agents will be required to perform two clicks to launch the call or send a text message: First, select any number on the HCI/HTI desktop to be called or texted, then click on the number to launch the call or send a text message. If you require both HCI Select and HTI Select services then you must both HCI and HTI services - one service for HCI (voice) calls and another service for HTI (SMS) text messages. | |
Manual Dial Allowed | If checked, agents can manually dial phone numbers or single-click contacts from the contact list widget. However, calls continue to be routed through the automated system. To configure international manual dialing for your target country, contact the Customer Care Team. | |
Voice Compliance Enabled |
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SMS Compliance Enabled |
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Retention Settings
The Retention Settings section contains the following fields:
Section | Field | Description |
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Retention Setting | 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. For a given email or SMS thread, this value is reset when any of the following events occur on the thread:
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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 Rules
The Contact Rules section contains the following fields:
Section | Field | Description |
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Contact Rules | 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 | Total amount of times a unique Account can be attempted. | |
Contact Max Phone Attempts Lifetime | 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 chosen option. | |
DNC Contact Group | Associates Contact Group with a service, during dial-time. The phone numbers associated with Contact Group will be restricted. The creation and association of Contact Groups are controlled in Contacts manager and DNC editor respectively. If the DNC Contact Group option is selected as All, the phone number will be scrubbed for any calls launched for the Client. | |
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 done on the service. | |
SMS Consent Required | When selected, SMS consent is required from the customer before SMS communication done on the service. | |
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 | Message template for inbound WhatsApp messages. | |
Inbound Facebook Message | Message template for inbound Facebook messages. |
KPI Settings
The KPI Settings section contains the following fields:
Section | Field | Description |
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KPI Settings | Service Level Seconds | 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 link next to this field |
Defaults
The Defaults section contains the following fields:
Section | Field | Description |
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Defaults | Voice ID | Default voice talent for campaigns assigned to the service |
AM Option |
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Scrub |
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Call Recording Settings
The Call Recording section contains the following fields:
Section | Field | Description |
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Call Recording | 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 call 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 CallRecordings | 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 CallRecording configuration. |
Advanced Features
The Advanced Features section contains the following fields:
Section | Field | Description |
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Advanced Features | 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 |
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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 | 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. | |
Inbound Facebook Page | Enables you to associate a Facebook page with a service. Customer messages from the Facebook page route to the group inbox for that service. |
Email Settings
The Email Settings section contains the following fields:
Section | Field | Description |
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Email Settings | IB Email Domain | Unique email address for routing inbound emails to the service. You do not need to create separate domains for each inbound email inbox because inbound emails are routed to services based on email addresses instead of domains. Multiple services can share the same domain in the email addresses, which are used as routing tokens. |
BCC Address | This is a list of comma separated email addresses for the service. You can add a maximum of 10 email addresses. All emails for the service automatically include the BCC recipient. |