Spring24 Admin Guide

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For an agent to make/receive calls they must be able to log in and have dialing services available. To add new agents

  1. Select Add from the Agents section. This opens the Agent Details screen.
  2. To add the profile picture, hover the mouse on the profile picture area and click in the area. The Change Profile Picture window appears. You can either upload the image by clicking the Upload a file button or select the profile picture from the available avatars.
  3. Fill in the agent information under the Info tab:
    1. General
      • ID: (cannot edit) An internal LiveVox reference number.
      • Logon ID: Unique name used by an agent when logging in.
        • May only include letters a-z, numbers 0-9, underscore (_) and dot (.).
        • Please do not exceed 20 characters.
      • Email / SIP Address: Enter the agent's email or SIP address.
      • First/Last Name: Descriptor of the agent.
      • Password: Depending on the set password strength (Configure>Client>Security), a password must be a minimum of 8 or 12 characters containing at least 1 digit, 1 letter, and 1 special character (not required for medium password strength). Also, the password cannot match one of the previous four passwords.
      • Wrapup Time: Length of time allowed in Wrap Up mode between calls.
        • Agents with a defined wrap up limits will be placed back into Not Ready status after the time elapses. Calls, where agents are forced out of wrap up, will be terminated with a generic Operator_Transfer result.
        • The default value for Wrap up Time is Unlimited, which allows agents to remain in the wrap up mode until they select a termination code.
      • Agent Team: Select the agent team for the agent.
      • Home Agent: Allows agents to change phone number at login.
      • Active Agent: When checked, the agent is allowed to log in.
        • Security and Password Management.
          • Password management features include enforcing proper password robustness, locking the account after maximum failed attempts, and enforcing password expiration.
        • Unique Agent Check.
          • To prevent duplicates the system verifies if the agent Logon ID has been previously used when adding new agents.
    2. Phone 
      • Audio Path (Out): Phone number for agent's audio path. Only required if LiveVox will be calling the agent to establish the audio path.
      • Extension: Displays the agent extension if applicable. Extensions are 3-7 digits.

      • Direct Line for Agent: An inbound phone number that will be used as agent direct line. To search for and assign the inbound number as a direct line, select the link next to the field. Search for All or specific Number Type, then select the desired inbound number. Clicking on the X icon will de-assign the number.

      • Voicemail: Allows you to enable the Voicemail option for the agents, with Accept and Reject options for Inbound calls. If the agent selects the Voicemail option, then the caller can leave a voicemail for the agent according to the call flow. For the Agent and Group voicemail training video, please visit the Advanced Training page in Product Documentation. Fill in the agent information under the Info tab.

    3. Channels 

      • (Voice Channel): Assigns voice channel to the agent. The voice channel is enabled by default.
      • (SMS Channel): Assigns SMS channel to the agent, allowing the agent to handle SMS responses from the agent desktop. You can enable the SMS channel by clicking on the SMS channel icon.
      • (Email Channel): Assigns Email channel to the agent, allowing the agent to handle Email responses from the agent desktop. You can enable the Email channel by clicking on the Email channel icon.
      • (Chat Channel): Assigns Chat channel to the agent, allowing the agent to handle Chat responses from the agent desktop. You can enable the Chat channel by clicking on the Chat channel icon.

  4. Click the OK button, then click Save. 

To map an agent's skills, services, and view scheduled callbacks see the sections below.

  • For detailed information about the Agent Skill tab, see the Agent Skill Mapping section.
  • For detailed information about the Services tab, see the Agent Service Mapping section.
  • The Change History tab tracks and displays the changes made to the agent profile.
  • The Scheduled Callback tab allows you to view and adjust the schedule of future callbacks for a specific agent. See the Managing Scheduled Callbacks section for more information.