Currently, the Configuration API supports Read, List, and Get List Info methods for Service objects, as well as the ability to find Services that match selected criteria and retrieve a list of objects related to a Service. Limited Update methods are also available, such as updating a Services assigned messaging template and changing an inbound Services open hours. Create and Delete are not yet supported.

Create Service

DescriptionCreates a new Service. The new Service will be placed in the same Call Center as the Service that was copied.

User Roles: Sysadmin, Superuser or IT User

Method: POST /configuration/services?service={service}&name={name}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
serviceserviceIdInteger (ID)YesThe existing Service that is copied to create the new Service.
namenameStringYesThe name of the new Service created.

Body:

None

Response Code: 201 Created

Body:

Key or AttributeTypeMandatory?Description
idInteger (ID)YesThe ID of the newly created Call Center

Create a Service

#Request (JSON)
POST /configuration/services?service=53661&name=Documentation
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
201 Created
Content-Type: application/json
 
{"id": 53701}
CODE

Delete Service

Description: Deletes a Service.

A Service can only be deleted if there are no campaigns associated to the Service in the past 90 days.

User Roles: Sysadmin, Superuser or IT User

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesID of the Service you want to delete

Body:

None

Response Code: 204 No Content

Body:

Delete an existing Service

#Request
DELETE /configuration/services/53702
Host: localhost.com

#Response
204 No Content
CODE

Find Matching Services

Description: Retrieves list of Services that match specific criteria. Currently the only search criteria are the Call Direction and the ACD Feature Codes(s) of the Service(s).

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: POST /configuration/services/search?[client={clientId}&]count={n}&offset={n}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
clientclientIdInteger (ID)NoSpecifies the Client for which you want to retrieve the list of matching Services.
countnIntegerYesSpecifies the number of items to return in the list. There is a hard cap of 1000 items.
offsetnIntegerYesSpecifies the offset from 0, based on count, to start listing from.

Body:

KeyTypeMandatory?Description
callDirectionEnumYes

Specifies the call direction configured for the Service. You may only specify a single value. Valid values are:

  • INBOUND
  • OUTBOUND
  • BLENDED
acdFeatureArray of EnumsYes

Determines the direction and type of the agent audio connection. You may specify one or more of instances of this enum in the array. Valid values are:

  • AGENT_AT_READY_IN
  • AGENT_AT_READY_OUT
  • AGENT_CALL_OUT
  • MANUAL
  • HCI
  • STRICT_HCI 
  • NO_ACD
  • 10_DMT
callCenterArrayNoSpecifies the call center(s) for which you want to retrieve the list of matching Service(s).
attendedEnumNo

Specifies if the Service is attended or not. You may only specify a single value. Valid values are:

  • ATTENDED
  • UNATTENDED
  • ALL

Response Code: 200 OK

Body:  

KeyTypeMandatory?Description
nextURINoA URI for the next page of entries. If next is not present, or blank, then there are no pages after this one.
serviceArrayNo

A container for a page of Service entries. The page size is controlled via count and offset in the request.

KeyTypeMandatory?Description
serviceIdInteger (ID)YesInternal ID of the Service in the LiveVox system
nameStringYesName of the Service
callCenterIdInteger (ID)YesID of the Call Center under which the Service is configured.
acdFeatureCodeEnumYes

ACD Feature Code configured for the Service. Valid values are:

  • AGENT_AT_READY_IN
  • AGENT_AT_READY_OUT
  • AGENT_CALL_OUT
  • MANUAL
  • HCI
  • STRICT_HCI
  • NO_ACD
  • 10_DMT

 

FInd the Service(s) that match the provided criteria

#Request (JSON)
POST /configuration/services/search?count=20&client=4199&offset=0
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{"callDirection":"OUTBOUND",
"acdFeature":["NO_ACD","AGENT_AT_READY_IN"],
"callCenter":[{"id":429},{"id":2829}],
"attended":"ATTENDED"}

#Response
200 OK
Content-Type: application/json

{
   "service":    [
            {
         "serviceId": 19891,
         "name": "ATL_1stParty_PVAll_QC (5)",
         "callCenterId": 429,
         "acdFeatureCode": "AGENT_AT_READY_IN"
      },
            {
         "serviceId": 20966,
         "name": "ATL_1stParty_PVCell_QC_VOIP (6)",
         "callCenterId": 429,
         "acdFeatureCode": "AGENT_AT_READY_IN"
      },
            {
         "serviceId": 27925,
         "name": "ATL_1stParty_PVAll_QC_Survey Script (9)",
         "callCenterId": 429,
         "acdFeatureCode": "AGENT_AT_READY_IN"
      },
            {
         "serviceId": 26881,
         "name": "ATL_1stParty_PVAll_QC_Cable Script_VOIP (8)",
         "callCenterId": 429,
         "acdFeatureCode": "AGENT_AT_READY_IN"
      },
            {
         "serviceId": 40790,
         "name": "California_QC",
         "callCenterId": 2829,
         "acdFeatureCode": "AGENT_AT_READY_IN"
      }
   ],
   "next": null
}
CODE

Get Service List Info

Description: Gets metadata for a list of Services.

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: GET /configuration/services/info?callCenter={callCenterId}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
callCentercallCenterIdInteger (ID)YesRestricts the list to entries that are specifically associated with this particular Call Center.

Body:

None

Response Code:  200 OK

Body:

Key or AttributeTypeMandatory?Description
sizeIntegerYesTotal number of entries in the list.
lastModifiedDateTimeNoThe last date & time that the list was updated. This information might not be available. This is formatted according to the definition of dateTime in the XML Schema specification. For JSON responses, it is represented as the number of milliseconds since midnight on January 1, 1970 (GMT).

The size of the list will be calculated based on the Services that the user is authorized for. If the user is not authorized for any of the Services associated with the Call Center in the query, the response will return a list size of "0" rather than an "Unauthorized" error.

Get the metadata for a Service list, filtered by a Call Center

#Request
GET /configuration/services/info?callCenter=433
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "size": 9,
   "lastModified": 1367530120000
}
CODE

Get Service Related Objects

Description: Retrieves the Call Center as well as the lists of Agents and Campaigns associated with a Service. 

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: GET /configuration/services/{id}/related

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service for which you want to retrieve the lists of related objects.

Body:

None

Response Code:  200 OK

Body:  

KeyTypeMandatory?Description
callCenterInteger (ID)YesID of the Call Center to which the Service is associated. This will never be null because a Service can only be configured under a Call Center.
agentArrayNo

List of Agent associated with the Service.

KeyTypeMandatory?Description
idInteger (ID)NoID of the Agent
campaignArrayNo

List of Campaigns associated with the Service.

KeyTypeMandatory?Description
idInteger (ID)NoID of the Campaign
inboundResourceGroupInteger (ID)NoThe ID of the Resource Group where the Service is contained on the inbound side.
outboundResourceGroupArrayNo

List of Resource Group IDs where the Service is contained on the outbound side.

KeyTypeMandatory?Descritpion
idInteger (ID)NoID of the Resource Group

Retrieve the lists of objects associated with a Service

#Request (JSON)
GET /configuration/services/6545/related
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "callCenter": {"id": 433},
   "agent":    [
      {"id": 21211},
      {"id": 21751},
      {"id": 22131},
...
      {"id": 194139},
      {"id": 195807}
   ],
   "campaign":    [
      {"id": 920711},
      {"id": 923406},
      {"id": 926768},
...
      {"id": 8764277},
      {"id": 8819783}
   ],
   "inboundResourceGroup": {"id": 17921},
   "outboundResourceGroup":    [
      {"id": 17921},
      {"id": 28610}
   ]
}
CODE

List Services

Description:  Lists Services configured for a Call Center.

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: GET /configuration/services?callCenter={callCenterId}&count={n}&offset={n}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
callCentercallCenterIdInteger (ID)YesSpecifies the Call Center for which you want to retrieve the list of Services.
countnIntegerYesSpecifies the number of items to return in the list. There is a hard cap of 1000 items.
offsetnIntegerYesSpecifies the offset from 0, based on count, to start listing from.

Body:

None

Response Code: 200 OK

Body:  

KeyTypeMandatory?Description
nextURINoA URI for the next page of entries. If next is not present, or blank, then there are no pages after this one.
serviceArrayNo

A container for a page of Service entries. The page size is controlled via count and offset in the request.

KeyTypeMandatory?Description
serviceIdInteger (ID)YesID of the Service
nameStringYesName of the Service
callCenterIdInteger (ID)YesID of the Call Center to which the Service is associated

The response will only include Services for which the user is authorized. If the user is not authorized for any of the Services associated with the Call Center included in the query, the response will return an empty list rather than an "Unauthorized" fault. However, if the Call Center has no Services the query will return an "Unauthorized" fault.

 

Get a list of Services for a Call Center

#Request (JSON)
GET /configuration/services?callCenter=433&offset=0&count=5
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "service":    [
            {
         "serviceId": 5607,
         "name": "Atlanta_FS_RPC (1)",
         "callCenterId": 433
      },
            {
         "serviceId": 5608,
         "name": "Atlanta_FS_QC_VOIP (2)",
         "callCenterId": 433
      },
            {
         "serviceId": 35852,
         "name": "Atlanta_FS_PrevWireless_QC_VOIP (7)",
         "callCenterId": 433
      },
            {
         "serviceId": 18892,
         "name": "Atlanta_FS_PrevAll_QC_VOIP (5)",
         "callCenterId": 433
      },
            {
         "serviceId": 17797,
         "name": "Atlanta_FS_Manual_VOIP (4)",
         "callCenterId": 433
      }
   ],
   "next": "configuration/services?count=5&callCenter=433&offset=5"
}
CODE

Read Service General

Description: Retrieves the "General" properties of a Service (i.e. the properties configured on the General tab of the Service Editor in the LiveVox Configuration Manager).

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: GET /configuration/services/{id}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service you want to query.

Body:

None

Response Code: 200 OK

Body:

Key or AttributeTypeMandatory?Description
serviceIdInteger (ID)YesThe ID of the Service.
nameStringYesThe name of the Service
callCenterIdInteger (ID)YesThe ID of the Call Center to which the Service is associated.
abbreviationStringNoAn abbreviation of the Service used on the Service Page of the LiveVox Portal, for quick navigation.
unattendedBooleanYesWhen set to true, the Service is unattended and does not invoke agent ACD functionality. Default value is  false  when a new Service is created.
termCodeEnabledBooleanYesDetermines if Term Codes are visible to agents when they are logged into this Service and handling calls. Default value is false when a new Service is created.
acdFeatureCodeEnumNoDetermines the direction and type of the agent audio connection. Valid values are AGENT_AT_READY_IN, AGENT_AT_READY_OUT, AGENT_CALL_OUT, MANUAL, HCI, STRICT_HCI, 10_DMT and NO_ACD
inboundServiceInteger (ID)NoThe ID of the inbound Service that will be linked to the outbound Service's database for ANI match look-ups.
callDirectionEnumNoDetermines whether the Service launches outbound calls or receives inbound calls. Valid values are INBOUND, OUTBOUND, and BLENDED.
previewModeEnumNoDetermines what treatment the agent is forced to provide before launching a call in preview mode. Valid values are NONE, WIRELESS, and ALL.

Read the General properties of an existing Service

#Request (JSON)
GET /configuration/services/20575
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
200 OK
Content-Type: application/json
 
{
   "serviceId": 20575,
   "name": "Atlanta_FS_Inbound_8773402031 (6)",
   "callCenterId": 433,
   "abbreviation": "6",
   "unattended": false,
   "termCodeEnabled": true,
   "acdFeatureCode": "AGENT_AT_READY_IN",
   "inboundService": 20575,
   "callDirection": "INBOUND",
   "previewMode": "NONE"
}
CODE

Attempt to read a Service that does not exist

#Request
GET /configuration/services/123
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
404 Not Found
CODE

Read Service Inbound Hours

Description: Retrieves the Inbound Hours configured for a Service (i.e. the properties configured on the Inbound tab of the Service editor in the LiveVox Configuration Manager). 

These properties are only relevant for Services where the Call Direction is set to Inbound or Blended, but not Outbound.

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: GET /configuration/services/{id}/inboundHours

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service you want to query

Body:

None

Response Code: 200 OK

Body:

KeyTypeMandatory?Description

inboundHour

ArrayYes

Array of inbound hours configurations for the Service, either for specific day(s) of the week, or for an absolute date such as a holiday.

KeyTypeMandatory?Description
idInteger (ID)YesThe ID of an inbound hour entry
dayOfWeekEnumYes

Describes which day(s) of the week the inbound hours apply to. Possible values are:

  • MONDAY
  • TUESDAY
  • WEDNESDAY
  • THURSDAY
  • FRIDAY
  • SATURDAY
  • SUNDAY
  • WEEKDAY
  • WEEKEND
  • SPECIFIC_DATE
dateDateNoIf dayOfWeek is set to SPECIFIC_DATE, the date key will indicate the absolute date for which the inbound hours configuration applies.
startTimeTimeYesThe opening hour of the Service on the day(s) of the week or the absolute date. Times are returned based on Eastern Time Zone.
endTimeTimeYesThe closing time of the Service on the day(s) of the week or the absolute date. Times are returned based on Eastern Time Zone.

Get Inbound Hours configuration properties of a Service

#Request (JSON)
GET /configuration/services/1008352/inboundHours
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
    "inboundHour": [
        {
            "id": 1012878,
            "dayOfWeek": "WEEKDAY",
            "startTime": 43200000,
            "endTime": 93540000
        },
        {
            "id": 1012879,
            "dayOfWeek": "WEEKEND",
            "startTime": 46800000,
            "endTime": 93540000
        },
        {
            "id": 1063008,
            "dayOfWeek": "SPECIFIC_DATE",
            "date": 1580446800000,
            "startTime": 54000000,
            "endTime": 61200000
        }
    ]
}
CODE

Read Service Messaging

Description: Retrieves the "Messaging" properties for a Service (i.e. the properties configured on the Messaging tab of the Service Editor in the LiveVox Configuration Manager). 

These properties do not all relate to actual messaging functionality, but are grouped on the Messaging tab, and are therefore grouped in this API request.

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: GET /configuration/services/{id}/messaging

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service you want to query

Body:

None

Response Code: 200 OK

Body:

KeyTypeMandatory?Description

defaultInputFilterId

Integer (ID)YesID of the default Input Filter configured for the Service.
propertyArrayYes

Array of key-value pairs configured for the Service, representing configuration properties. These configuration properties relate to Input Filter functionality, some relate to Messaging functionality, and some may be unrelated to either of those categories of functionality.

KeyTypeMandatory?Description
keyStringYes

Key of the configuration property

valueStringNoValue of the configuration property


Get Messaging configuration properties of a Service

#Request (JSON)
GET /configuration/services/19770/messaging
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "property":    [
            {
         "key": "preview_template_id",
         "value": "7125"
      },
            {
         "key": "template_id",
         "value": "7125"
      }
   ],
   "defaultInputFilterId": 21572
}
CODE

Read Service Pacing Settings

Description: Retrieves the pacing settings for the Service, used to pace outbound calls for campaigns being dialed on this Service.

Method: GET /configuration/services/{id}/pacing

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service you want to query

Body:

None

Response Code: 200 OK

Body:

KeyTypeMandatory?Description

method

EnumYes

Pacing method being used. Valid values are MAX_CIP, LINES_AGENT, and ABANDON_RATE.

throttleIntegerYesValue associated with the pacing method. For example, If the method is LINES/AGENT and the throttle value is 10, it means that the platform is dialing outbound calls at a pace equivalent to 10 calls being launched for every 1 Agent who is available to handle calls.
maxWaitTimeIntegerNoMaximum time, in seconds, that consumers will be allowed to wait in queue for an Agent.

Read the pacing settings of a Service

#Request (JSON)
GET /configuration/services/45108/pacing
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
200 OK
Content-Type: application/json

{
   "method": "LINES_AGENT",
   "throttle": 15,
   "maxWaitTime": 20
}
CODE

Read Service Phone

Description: Retrieves the "Phone" properties of a Service (i.e. the properties configured on the Phone tab of the Service editor in the LiveVox Configuration Manager).

User Roles: Sysadmin, Superuser, IT User, or Manager

Method: GET /configuration/services/{id}/phone

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service you want to query.

Body:

None

Response Code: 200 OK

Body:

KeyTypeMandatory?Description
callerId

Array

NoList of Caller IDs configured for the Service.
serviceIdInteger (ID)YesThe ID of the Service.
nameStringYesThe name of the Service.
callCenterIdInteger (ID)YesThe ID of the Call Center to which the Service is associated.
operatorPhoneStringYesCaller ID for Manual Services.
callbackPhoneStringYesCallback phone number communicated to consumers via text-to-speech in messaging. Also, for numbers owned by LiveVox, used to direct inbound calls to this Service's associated Inbound Service.
agentCallInNumberStringNoNumber an agent calls to connect to LiveVox via an Agent At Ready In Service.
defaultCallerIdStringYesOf the list of Caller IDs, the number that should be used as the default.

Read the Phone properties of an existing Service

#Request (JSON)
GET /configuration/services/20575/phone
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
200 OK
Content-Type: application/json
 
{
   "callerId":    [
      "8886542232",
      "8773402033"
   ],
   "serviceId": 17885,
   "name": "ATL_1stParty_Recovery_Manual (4)",
   "callCenterId": 429,
   "operatorPhone": "8773402033",
   "callbackPhone": "8773402033",
   "agentCallInNumber": "7347324396",
   "defaultCallerId": "8773402033"
}
CODE

Attempt to read a Service that does not exist

#Request
GET /configuration/services/123
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
404 Not Found
CODE

Read Service Settings

Description: Retrieves the "Settings" properties of a Service (i.e. the properties configured on the Settings tab of the Service Editor in the LiveVox Configuration Manager).

Method: GET /configuration/services/{id}/settings

Parameters:

Path/Query Parameter NameVariableTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service you want to query.

Body:

None

Response Code: 200 OK

Body:

Key or AttributeTypeMandatory?Description
serviceIdInteger (ID)YesThe ID of the Service.
nameStringYesThe name of the Service.
callCenterIdInteger (ID)YesThe ID the Call Center to which this Service is associated.
screenPopIdInteger (ID)NoThe ID of the agent screen pop that will be applied to calls for this Service.
cycleSortDailyBooleanYesIf set to true, calls for this Service will cycle through account sequencing on a daily basis. Default value is  false  when a new Service is created.
serviceLevelSecondsIntegerNoThe number of seconds in which calls must be dialed to be in compliance. Used in some reports.
dialingProfileIdInteger (ID)NoThe ID of the dialing profile, or ruleset, that determines which Hours, Days, States, and Area Codes can be dialed for this Service.
dialingRestrictionInteger (ID)NoThe ID of the dialing window used as a default for Campaigns associated with this Service.
dialingSortEnumNoDetermines the order in which accounts will be dialed for Campaigns associated with this Service. Valid values are DEFAULT, CONTACT_NAME, CONSECUTIVE, INVERTED_CONSECUTIVE, MIDPOINT_CONSECUTIVE, CONTACT_NAME_NO_AREA_CODE, and CAMPAIGN_ROUND_ROBIN.
zipAreaMismatchEnumNoDetermines the time at which the comparison between account zip code and area code occurs. If a mismatch is found, the account is dialed in a time period allowed for both. Valid values are OFF, LOADTIME, LOADTIME_OPTIMIZED, DIALTIME, and DIALTIME_OPTIMIZED.
voiceIdInteger (ID)NoThe ID of the default voice talent for Campaigns associated with this Service.
scrubWirelessBooleanYes

If set to true, defaults to removing wireless numbers for Campaigns associated with this Service. Default value is  false  when a new Service is created.

answeringMachineOptionEnumNoDetermines the default answering machine setting for this Service. Valid values are NO_MESSAGES, LEAVE_MESSAGES, and TRANSFER.
transferOptionEnabledBooleanYesIf set to true, the Transfer button will be displayed on the agent desktop, to enable manual, agent-to-agent, and agent phone book entry transfers. Default value is  false  when a new Service is created.
volumeControlEnabledBooleanYesIf set to true, agents will be able to increase or decrease microphone or customer volume, and to mute their microphone, from the agent desktop. Default value is  false  when a new Service is created.
acdScheduledCallbackPhReadonlyBooleanYesIf set to true, agents cannot modify the phone number when creating a scheduled callback from the agent desktop. Default value is  false  when a new Service is created.
acdScheduledCallbackEnumNoIf not set to DISABLED, allows agents to schedule callbacks from the agent desktop. The entry for this key determines how the callback calls are routed. Valid values are DISABLED, ROUTE_TO_SERVICE_POOL, ROUTE_TO_ORIG_AGENT_FIRST, and ROUTE_TO_ORIG_AGENT_ONLY.
acdScheduledCallbackPreviewEnabledBooleanYesIf set to true, accounts scheduled to be called back must be acknowledged by the agent prior to dialing. Default value is  false  when a new Service is created.
acdPtpEnabledBooleanYesIf set to true, agents are forced to enter a dollar amount for Promise to Pay Termination Codes. Default value is  false  when a new Service is created.
previewManualAllowedBooleanYesIf set to true, agents can enter and dial a number manually on a Preview call. Default value is  false  when a new Service is created.
previewSkipAllowedBooleanYes

If set to true, agents can skip an account while in Preview mode and move on to the next account. 

Even when this parameter is set to false, the value of previewDialAction may still be set to SKIP. Default value is  false  when a new Service is created.

previewConfirmDialBooleanYesIf set to true, agents are forced to provide a secondary confirmation of a Preview dial. Default value is  false  when a new Service is created.
previewTimeoutIntegerNoThe number of seconds an agent has to confirm, manually enter (if enabled), or skip an account while in Preview mode, before the action defined by previewDialAction occurs.
previewDialActionEnumNoDetermines whether the phone number will be dialed or skipped, after the time defined by previewTimeout expires. Valid values are DIAL and SKIP. Corresponds to the feature labeled "Preview Default Action" in the Service Editor in LVP. (scheduled for removal in the next version)
callRecordingEnabledBooleanYesIf set to true, call recording is enabled for the Service.
acctRealtimeDncBooleanYesIf set to true, the LiveVox platform will do a real-time check to see if an Account is marked as "do not call", before allowing a phone number associated with that account to be dialed. (scheduled for removal in the next version)
callAcceptanceEnabledBooleanNoIf set to true, call acceptance feature is enabled.
callAcceptanceTimeoutIntegerNoDetermines how long in seconds an agent has to accept a call if call acceptance timeout feature is enabled.
callerIdSourceIdIntegerNo

Determines where the Caller ID is pulled from, possible options include:

  • 0 = Fixed
  • 1 = Local Caller ID
  • 2 = File Based Caller ID
  • 3 = Subclient Caller ID
callbackPhoneSourceIdIntegerNo

Determines where the Callback phone is pulled from, possible options include:

  • 0 = Fixed
  • 1 = Local Caller ID
  • 2 = File Based Caller ID
  • 3 = Subclient Caller ID
dialTollFreeBooleanNoIf set to true, Service is allowed to dial toll free numbers.
lcidPackageIdInteger (ID)NoThe ID of the LCID package assigned to the Service
operatorPhoneSourceIdIntegerNo

Determines where the Operator phone is pulled from, possible options include:

  • 0 = Fixed
  • 1 = Local Caller ID
  • 2 = File Based Caller ID
  • 3 = Subclient Caller ID
manualTransferEnabledBooleanNoIf set to true, manual transfers for agents are enabled.
agentToAgentTransferEnabledBooleanNoIf set to true, agent to agent transfers are enabled.
phonebookTransferEnabledBooleanNoIf set to true, phonebook transfers for agents are enabled.
accountMaxAttemptsPerDayIntegerNoHow many times an account can be dialed, per day, for this Service. (deprecated, scheduled for removal in the next version)
contactMaxAttemptsPerDayIntegerNoHow many times an account can be dialed, per day, for this Service. Same as accountMaxAttemptsPerDay, which is scheduled for removal in the next version.
leaveMessagesBooleanNoIf set to true, Campaigns loaded to the Service will default to disconnect on detected answering machines, this is just the default and can be changed per Campaign. (deprecated, scheduled for removal in the next version)
leaveNoMessagesBooleanNoIf set to true, Campaigns loaded to the Service will default to disconnect on detected answering machines, this is just the default and can be changed per Campaign. Same as leaveMessages, which is scheduled for removal in the next version.
crossRequeueableBooleanNoIf set to true, Campaigns loaded to this Service can be requeued to other Services within the same Call Center. Default value is  false  when a new Service is created. (deprecated, scheduled for removal in the next version)
isCrossRequeueableBooleanNoIf set to true, Campaigns loaded to this Service can be requeued to other Services within the same Call Center. Default value is  false  when a new Service is created. Same as crossRequeueable, which is scheduled for removal in the next version.

Read the Settings properties of an existing Service

#Request (JSON)
GET /configuration/services/18892/settings
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
200 OK
Content-Type: application/json

{
   "serviceId": 18892,
   "name": "ATL_FS_PVAll_QC_VOIP (5)",
   "callCenterId": 4142,
   "screenPopId": 0,
   "cycleSortDaily": false,
   "serviceLevelSeconds": 20,
   "accountMaxAttemptsPerDay": 0,
   "dialingProfileId": 321,
   "dialingRestriction": 1,
   "dialingSort": "DEFAULT",
   "zipAreaMismatch": "OFF",
   "voiceId": 0,
   "scrubWireless": false,
   "answeringMachineOption": "NO_MESSAGES",
   "transferOptionEnabled": true,
   "crossRequeueable": true,
   "volumeControlEnabled": false,
   "acdScheduledCallbackPhReadonly": false,
   "acdScheduledCallback": "ROUTE_TO_ORIG_AGENT_FIRST",
   "acdScheduledCallbackPreviewEnabled": true,
   "acdPtpEnabled": true,
   "previewManualAllowed": true,
   "previewSkipAllowed": true,
   "previewConfirmDial": true,
   "previewTimeout": 1000,
   "previewDialAction": "DIAL",
   "callRecordingEnabled": true,
   "acctRealtimeDnc": false,
   "leaveMessages": true,
   "callerIdSourceId": 0,
   "callbackPhoneSourceId": 0,
   "dialTollFree": false,
   "lcidPackageId": null,
   "operatorPhoneSourceId": 0,
   "callAcceptanceEnabled": false,
   "callAcceptanceTimeout": null,
   "leaveNoMessages": true,
   "contactMaxAttemptsPerDay": 0,
   "isCrossRequeueable": true
}
CODE

Attempt to read a Service that does not exist

#Request
GET /configuration/services/123/settings
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
#Response
404 Not Found
CODE

Update Service Add Caller ID

Description: Adds a phone number to the list of caller ID choices for a Service.

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: POST /configuration/services/{id}/phone/{callerId}?default={defaultCallerId}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service to be updated.
callerIdcallerIdIntegerYesThe phone number to be added as a caller ID.
defaultdefaultCallerIdBooleanNoIf set to true, phone number will be set as the default caller ID for the Service.

Body:

None

Response Code: 204 No Content

Body:

None

Add Caller ID to Service

#Request (JSON)
POST /configuration/services/20180/phone/7347324396?default=true
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
204 No Content
Content-Type: application/json
CODE

Update Service Add Inbound Hours

Description: Adds a new Inbound Hour property to a Service.

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: POST /configuration/services/{id}/inboundHours

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service to be updated

Body:

Key or AttributeTypeMandatory?Description
dayOfWeekEnumYes

Specifies which day(s) of the week the inbound hours apply to. Possible values are:

  • MONDAY
  • TUESDAY
  • WEDNESDAY
  • THURSDAY
  • FRIDAY
  • SATURDAY
  • SUNDAY
  • WEEKDAY
  • WEEKEND
  • SPECIFIC_DATE
dateDateNoIf dayOfWeek is set to SPECIFIC_DATE, the date attribute will indicate the absolute date for which the inbound hours configuration applies.
startTimeTimeYesThe opening hour of the Service on the day(s) of the week or the absolute date. Times are entered based on Eastern Time Zone.
endTimeTimeYesThe closing time of the Service on the day(s) of the week or the absolute date. Times are entered based on Eastern Time Zone.

Response Code: 200 OK

Body:

Key or AttributeTypeMandatory?Description
idInteger (ID)YesThe ID of the newly created Inbound Hours property.

Add new Inbound Hours

#Request (JSON)
POST /configuration/services/20575/inboundHours
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{"dayOfWeek":"SATURDAY","startTime":50400000,"endTime":61200000}
 
#Response
200 OK
Content-Type: application/json
 
{"id": 29857}
CODE

Update Service General

Description: Updates the properties of a Service available on the General Tab in Config Manager.

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: POST /configuration/services/{id}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)Yes

ID of the Service to be updated.

Body(JSON):

KeyTypeMandatory?Description
nameStringNoThe name of the Service
abbreviationStringNoAn abbreviation of the Service used on the Service Page of the LiveVox Portal, for quick navigation.
unattendedBooleanNoWhen set to true, the Service is unattended and does not invoke agent ACD functionality. Default value is  false  when a new Service is created.
termCodeEnabledBooleanNoWhen set to true, Term Codes are visible to agents when they are logged into this Service and handling calls. Default value is false when a new Service is created.
acdFeatureCodeEnumNoDetermines the direction and type of the agent audio connection. Valid values are AGENT_AT_READY_IN, AGENT_AT_READY_OUT, AGENT_CALL_OUT, MANUAL, HCI, STRICT_HCI,10_DMT and NO_ACD
inboundServiceInteger (ID)NoThe ID of the inbound Service that will be linked to the outbound Service's database for ANI match look-ups.
callDirectionEnumNoDetermines whether the Service launches outbound calls or receives inbound calls. Valid values are INBOUND, OUTBOUND, and BLENDED.
previewModeEnumNoDetermines what treatment the agent is forced to provide before launching a call in preview mode. Valid values are NONE, WIRELESS, and ALL.

Response Code: 204 No Content

Body:

None

Update a Services General Tab

#Request (JSON)
POST /configuration/services/53701
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{"name":"Arbitrary","abbreviation":"ARB","unattended":false,"termCodeEnabled":false,"acdFeatureCode":"MANUAL","inboundService":33133,
"callDirection":"BLENDED","previewMode":null}
 
#Response
204 No Content
 
CODE

Update Service Messaging Property

Description: Updates an existing Messaging property of a Service.

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: POST /configuration/services/{id}/messaging?property={property}&value={value}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service to be updated.
propertypropertyEnumYesThe name of the property to be updated.

Valid values are:

  • INBOUND_TEMPLATE_ID
  • TEMPLATE_ID
  • TEMPLATE_ID_1
  • TEMPLATE_ID_2
  • TEMPLATE_ID_3
  • TEMPLATE_ID_4
  • TEMPLATE_ID_5
  • PREVIEW_TEMPLATE_ID
valuevalueStringYesThe messageId to change to.

Body :

None

Response Code: 204 No Content

Body:

None

Update an existing Messaging Property for a Service

#Request (JSON)
POST /configuration/services/20575/messaging?property=INBOUND_TEMPLATE_ID&value=14206
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response (JSON)
204 No Content
CODE

Update Service Phone

Description: Updates the "Phone" properties of a Service (i.e. the properties configured on the Phone tab of the Service editor in the LiveVox Configuration Manager).

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: POST /configuration/services/{id}/phone

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service to be updated.

Body:

KeyTypeMandatory?Description
operatorPhoneStringNoCaller ID for Manual Services.
callbackPhoneStringNoCallback phone number communicated to consumers via text-to-speech in messaging. Also, for numbers owned by LiveVox, used to direct inbound calls to this Service's associated Inbound Service.
agentCallInNumberStringNoNumber an agent calls to connect to LiveVox via an Agent At Ready In Service.
defaultCallerIdStringNo

Of the list of Caller IDs, the number that should be used as the default.

This only sets an existing number as the default caller ID. To add a new number and set it as the default caller ID you will need to use the UpdateServiceAddCallerId method.

Response Code: 204 No Content

Body:

None

Update the Phone properties of an existing Service

#Request (JSON)
GET /configuration/services/20575/phone
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "operatorPhone": "8773402033",
   "callbackPhone": "8773402033",
   "agentCallInNumber": "7347324396",
   "defaultCallerId": "8773402031"
}

#Response
204 No Content
Content-Type: application/json
 
CODE

Update Service Remove Caller ID

Description: Removes a phone number from the list of caller ID choices for a Service.

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: DELETE /configuration/services/{id}/phone/{callerId}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service to be updated.
callerIdcallerIdIntegerYesThe phone number to be removed from the caller ID list.

Body:

None

Response Code: 204 No Content

Body:

None

Add Caller ID to Service

#Request (JSON)
DELETE /configuration/services/20180/phone/7347324396
Host: localhost.com
Content-Type: application/json
Accept: application/json

#Response
204 No Content
Content-Type: application/json
CODE

Update Service Remove Inbound Hours

Description: Deletes an existing Inbound Hours property from a Service.

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesID of the Service to be updated
hoursIdhoursIdInteger (ID)YesID of the Hours to be updated

Body:

None

Response Code: 204 No Content

Body:

None

Delete an existing Inbound Hours property

#Request
DELETE /configuration/services/20575/inboundHours/29857
Host: localhost.com

#Response
204 No Content
CODE

Attempt to delete an Inbound Hours property that does not exist

#Request
DELETE /configuration/services/20575/inboundHours/29857
Host: localhost.com

#Response
404 Not Found
CODE

Update Service Settings

Description: Updates the "Settings" properties of a Service (i.e. the properties configured on the Settings tab of the Service Editor in the LiveVox Configuration Manager).

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: POST /configuration/services/{id}/settings

Parameters:

Path/Query Parameter NameVariableTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service you want to query.

Body:

Key or AttributeTypeMandatory?Description
cycleSortDailyBooleanNoIf set to true, calls for this Service will cycle through account sequencing on a daily basis. Default value is  false  when a new Service is created.
serviceLevelSecondsIntegerNoThe number of seconds in which calls must be dialed to be in compliance. Used in some reports.
dialingSortEnumNoDetermines the order in which accounts will be dialed for Campaigns associated with this Service. Valid values are DEFAULT, CONTACT_NAME, CONSECUTIVE, INVERTED_CONSECUTIVE, MIDPOINT_CONSECUTIVE, CONTACT_NAME_NO_AREA_CODE , and CAMPAIGN_ROUND_ROBIN .
zipAreaMismatchEnumNoDetermines the time at which the comparison between account zip code and area code occurs. If a mismatch is found, the account is dialed in a time period allowed for both. Valid values are OFF, LOADTIME, LOADTIME_OPTIMIZED, DIALTIME, and DIALTIME_OPTIMIZED.
voiceIdInteger (ID)NoThe ID of the default voice talent for Campaigns associated with this Service.
scrubWirelessBooleanNo

If set to true, defaults to removing wireless numbers for Campaigns associated with this Service. Default value is  false  when a new Service is created.

answeringMachineOptionEnumNoDetermines the default answering machine setting for this Service. Valid values are NO_MESSAGES, LEAVE_MESSAGES, and TRANSFER.
volumeControlEnabledBooleanNoIf set to true, agents will be able to increase or decrease microphone or customer volume, and to mute their microphone, from the agent desktop. Default value is  false  when a new Service is created.
acdScheduledCallbackPhReadonlyBooleanNoIf set to true, agents cannot modify the phone number when creating a scheduled callback from the agent desktop. Default value is  false  when a new Service is created.
acdScheduledCallbackEnumNoIf not set to DISABLED, allows agents to schedule callbacks from the agent desktop. The entry for this key determines how the callback calls are routed. Valid values are DISABLED, ROUTE_TO_SERVICE_POOL, ROUTE_TO_ORIG_AGENT_FIRST, and ROUTE_TO_ORIG_AGENT_ONLY.
acdPtpEnabledBooleanNoIf set to true, agents are forced to enter a dollar amount for Promise to Pay Termination Codes. Default value is  false  when a new Service is created.
previewManualAllowedBooleanNoIf set to true, agents can enter and dial a number manually on a Preview call. Default value is  false  when a new Service is created.
previewSkipAllowedBooleanNo

If set to true, agents can skip an account while in Preview mode and move on to the next account. 

Even when this parameter is set to false, the value of previewDialAction may still be set to SKIP. Default value is  false  when a new Service is created.

previewConfirmDialBooleanNoIf set to true, agents are forced to provide a secondary confirmation of a Preview dial. Default value is  false  when a new Service is created.
previewTimeoutIntegerNoThe number of seconds an agent has to confirm, manually enter (if enabled), or skip an account while in Preview mode, before the action defined by previewDialAction occurs.
previewDialActionEnumNoDetermines whether the phone number will be dialed or skipped, after the time defined by previewTimeout expires. Valid values are DIAL and SKIP. Corresponds to the feature labeled "Preview Default Action" in the Service Editor in LVP. (scheduled for removal in the next version)
callRecordingEnabledBooleanNoIf set to true, call recording is enabled for the Service.
acctRealtimeDncBooleanNoIf set to true, the LiveVox platform will do a real-time check to see if an Account is marked as "do not call", before allowing a phone number associated with that account to be dialed. (scheduled for removal in the next version)
callAcceptanceEnabledBooleanNoIf set to true, call acceptance feature is enabled.
callAcceptanceTimeoutIntegerNoDetermines how long in seconds an agent has to accept a call if call acceptance timeout feature is enabled.
callerIdSourceIdIntegerNo

Determines where the Caller ID is pulled from, possible options include:

  • 0 = Fixed
  • 1 = Local Caller ID
  • 2 = File Based Caller ID
  • 3 = Subclient Caller ID
callbackPhoneSourceIdIntegerNo

Determines where the Callback phone is pulled from, possible options include:

  • 0 = Fixed
  • 1 = Local Caller ID
  • 2 = File Based Caller ID
  • 3 = Subclient Caller ID
dialTollFreeBooleanNoIf set to true, Service is allowed to dial toll free numbers.
lcidPackageIdInteger (ID)NoThe ID of the LCID package assigned to the Service
operatorPhoneSourceIdIntegerNo

Determines where the Operator phone is pulled from, possible options include:

  • 0 = Fixed
  • 1 = Local Caller ID
  • 2 = File Based Caller ID
  • 3 = Subclient Caller ID
accountMaxAttemptsPerDayIntegerNoHow many times an account can be dialed, per day, for this Service. (deprecated, scheduled for removal in the next version)
contactMaxAttemptsPerDayIntegerNoHow many times an account can be dialed, per day, for this Service. Same as accountMaxAttemptsPerDay, which is scheduled for removal in the next version.
leaveMessagesBooleanNoIf set to true, Campaigns loaded to the Service will default to disconnect on detected answering machines, this is just the default and can be changed per Campaign. (deprecated, scheduled for removal in the next version)
leaveNoMessagesBooleanNoIf set to true, Campaigns loaded to the Service will default to disconnect on detected answering machines, this is just the default and can be changed per Campaign. Same as leaveMessages, which is scheduled for removal in the next version.
crossRequeueableBooleanNoIf set to true, Campaigns loaded to this Service can be requeued to other Services within the same Call Center. Default value is  false  when a new Service is created. (deprecated, scheduled for removal in the next version)
isCrossRequeueableBooleanNoIf set to true, Campaigns loaded to this Service can be requeued to other Services within the same Call Center. Default value is  false  when a new Service is created. Same as crossRequeueable, which is scheduled for removal in the next version.

Response Code: 204 No Content

Body:

None

Update the Settings properties of an existing Service

#Request (JSON)
POST /configuration/services/18892/settings
Host: localhost.com
Content-Type: application/json
Accept: application/json
 
{
   "cycleSortDaily": false,
   "serviceLevelSeconds": 20,
   "accountMaxAttemptsPerDay": 0,
   "dialingSort": "DEFAULT",
   "zipAreaMismatch": "OFF",
   "voiceId": 1,
   "scrubWireless": false,
   "answeringMachineOption": "NO_MESSAGES",
   "isCrossRequeueable": true,
   "volumeControlEnabled": false,
   "acdScheduledCallbackPhReadonly": false,
   "acdScheduledCallback": "ROUTE_TO_ORIG_AGENT_FIRST",
   "acdPtpEnabled": true,
   "previewManualAllowed": true,
   "previewSkipAllowed": true,
   "previewConfirmDial": true,
   "previewTimeout": 1000,
   "previewDialAction": "DIAL",
   "callRecordingEnabled": true,
   "acctRealtimeDnc": false,
   "leaveMessages": true,
   "callerIdSourceId": 0,
   "callbackPhoneSourceId": 0,
   "dialTollFree": false,
   "lcidPackageId": null,
   "operatorPhoneSourceId": 0,
   "callAcceptanceEnabled": false,
   "callAcceptanceTimeout": null
}
 
#Response
204 No Content
Content-Type: application/json
 

CODE

Update Service Update Inbound Hours

Description: Updates an existing Inbound Hours property of a Service.

Managers will need to have the "Modify Services" optional power enabled to have access to this method.

Method: POST /configuration/services/{id}/inboundHours/{hoursId}

Parameters:

Path/Query Parameter NameVariable NameTypeMandatory?Description
idserviceIdInteger (ID)YesThe ID of the Service to be updated.
hoursIdhoursIdInteger (ID)YesThe ID of the Hours to be updated.

Body :

Key or Attribute

Type

Mandatory?

Description

startTime

Time

No

The opening hour of the Service on the day(s) of the week or the absolute date. Times are entered based on Eastern Time Zone.

endTime

Time

No

The closing time of the Service on the day(s) of the week or the absolute date. Times are entered based on Eastern Time Zone.

The body of this request must include at least one key that you want to update.

Response Code: 204 No Content

Body:

None

Update an existing Inbound Hours

#Request (JSON)
POST /configuration/services/20575/inboundHours/29857
Host: localhost.com
Content-Type: application/json
Accept: application/json

{"startTime":62100000,"endTime":82500000}

#Response (JSON)
204 No Content
CODE

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