The Services editor offers the General tab that displays the main settings for a selected service:
- Service
- Service ID: Sevice ID is a unique identifier code assigned by LiveVox.
- Name: The description of the service is shown throughout the site.
- Call Center: The Call Center in which the service is organized.
- Service Type
Service Type: The drop-down list allows you to choose a service type for the selected service. Available Answering Machine and Pacing options will be affected by the service type selection as follows:
Service type (Cloud profile)
Available Answering Machine options
Available Pacing options
Available ACD Mode
Service type (Cloud profile)
Available Answering Machine options
Available Pacing options
Available ACD Mode
AgentReg (Auto) Leave Messages Don't Leave Messages Lines Per Agent, Max CIP, Abandon Rate
Agent Call Out,
Agent at Ready In,
Agent at Ready OutHCI (HCI) Don't Leave Messages, Transfer all Connections Lines Per Agent, Max CIP HCI Inbound Don't Leave Messages N/A Agent Call Out,
Agent at Ready In, No Acd,
Agent at Ready OutManual (Manual) N/A Lines Per Agent, Max CIP Manual Preview All (Preview) Transfer all Connections Lines Per Agent, Max CIP
Agent Call Out,
Agent at Ready In,
Agent at Ready OutQuick Connect (Auto) Leave Messages, Don't Leave Messages, Transfer all Connections Lines Per Agent, Max CIP, Abandon Rate Agent Call Out,
Agent at Ready In,
Agent at Ready OutUnattended (Auto) Leave Messages, Don't Leave Messages Max CIP No Acd
Whisper (Auto) Leave Messages, Don't Leave Messages Lines Per Agent, Max CIP No Acd 10DMT (Manual) Don't Leave Messages, Transfer all Connections Lines Per Agent, Max CIP 10DMT API_Enabled (API Enabled) N/A Lines Per Agent, Max CIP HCI, 10DMT, Manual SMS (Auto) Don't Leave Messages, Transfer all Connections Max CIP No Acd - Call Direction: Call direction determines whether the service launches outbound calls or receives inbound calls.
- ACD mode: ACD configuration element which, used in conjunction with a service type, adjusts the agent audio path and/or dialing behavior for a given service.
- 10DMT: Used in conjunction with 10DMT service type to complete the configuration of a 10DMT service.
- Agent at Ready In: Agent logs in and then calls into AgentCall In Number.
- Agent at Ready Out: Agent logs in, then they are called at their direct number (if available) or the Operator Number, then their unique extension.
Agent Call Out: Same as Agent At Ready Out, but calls for each individual connection. Not a persistent audio connection.
- HCI: Used in conjunction with HCI Service type to complete the configuration of an HCI Service.
- Manual: Used for manual services. Agent logs in then the system determines whether the service functions as Agent at Ready In if the Agent Call In Number is populated or Agent at Ready Out if the Agent Call In Number is not populated.
- No ACD: Used in conjunction with Unattended, Inbound, Whisper, and SMS service types. If configured, it removes the agent's ability to access the agent desktop.
- Created by: LiveVox resource that created the service.
- Last Modified By: Last resource that adjusted the service.