Services API Methods

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

Description: Creates 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 Name	Variable Name	Type	Mandatory?	Description
service	serviceId	Integer (ID)	Yes	The existing Service that is copied to create the new Service.
name	name	String	Yes	The name of the new Service created.

Body:

None

Response Code: 201 Created

Body:

Key or Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	The 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	ID 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 Name	Variable Name	Type	Mandatory?	Description
client	clientId	Integer (ID)	No	Specifies the Client for which you want to retrieve the list of matching Services.
count	n	Integer	Yes	Specifies the number of items to return in the list. There is a hard cap of 1000 items.
offset	n	Integer	Yes	Specifies the offset from 0, based on count, to start listing from.

Body:

Key	Type	Mandatory?	Description
callDirection	Enum	Yes	Specifies the call direction configured for the Service. You may only specify a single value. Valid values are: `INBOUND` `OUTBOUND` `BLENDED`
acdFeature	Array of Enums	Yes	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`
callCenter	Array	No	Specifies the call center(s) for which you want to retrieve the list of matching Service(s).
attended	Enum	No	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:

Key Type Mandatory? Description

next URI No A URI for the next page of entries. If next is not present, or blank, then there are no pages after this one.

service

Array

No

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

Key	Type	Mandatory?	Description
serviceId	Integer (ID)	Yes	Internal ID of the Service in the LiveVox system
name	String	Yes	Name of the Service
callCenterId	Integer (ID)	Yes	ID of the Call Center under which the Service is configured.
acdFeatureCode	Enum	Yes	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 Name	Variable Name	Type	Mandatory?	Description
callCenter	callCenterId	Integer (ID)	Yes	Restricts the list to entries that are specifically associated with this particular Call Center.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute	Type	Mandatory?	Description
size	Integer	Yes	Total number of entries in the list.
lastModified	DateTime	No	The 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service for which you want to retrieve the lists of related objects.

Body:

None

Response Code: 200 OK

Body:

Key Type Mandatory? Description

callCenter Integer (ID) Yes ID 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.

agent

Array

No

List of Agent associated with the Service.

Key	Type	Mandatory?	Description
id	Integer (ID)	No	ID of the Agent

campaign

Array

No

List of Campaigns associated with the Service.

Key	Type	Mandatory?	Description
id	Integer (ID)	No	ID of the Campaign

inboundResourceGroup Integer (ID) No The ID of the Resource Group where the Service is contained on the inbound side.

outboundResourceGroup

Array

No

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

Key	Type	Mandatory?	Descritpion
id	Integer (ID)	No	ID 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 Name	Variable Name	Type	Mandatory?	Description
callCenter	callCenterId	Integer (ID)	Yes	Specifies the Call Center for which you want to retrieve the list of Services.
count	n	Integer	Yes	Specifies the number of items to return in the list. There is a hard cap of 1000 items.
offset	n	Integer	Yes	Specifies the offset from 0, based on count, to start listing from.

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

No

A URI for the next page of entries. If next is not present, or blank, then there are no pages after this one.

service

Array

No

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

Key	Type	Mandatory?	Description
serviceId	Integer (ID)	Yes	ID of the Service
name	String	Yes	Name of the Service
callCenterId	Integer (ID)	Yes	ID 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service you want to query.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute	Type	Mandatory?	Description
serviceId	Integer (ID)	Yes	The ID of the Service.
name	String	Yes	The name of the Service
callCenterId	Integer (ID)	Yes	The ID of the Call Center to which the Service is associated.
abbreviation	String	No	An abbreviation of the Service used on the Service Page of the LiveVox Portal, for quick navigation.
unattended	Boolean	Yes	When set to `true`, the Service is unattended and does not invoke agent ACD functionality. Default value is `false` when a new Service is created.
termCodeEnabled	Boolean	Yes	Determines 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.
acdFeatureCode	Enum	No	Determines 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`
inboundService	Integer (ID)	No	The ID of the inbound Service that will be linked to the outbound Service's database for ANI match look-ups.
callDirection	Enum	No	Determines whether the Service launches outbound calls or receives inbound calls. Valid values are `INBOUND`, `OUTBOUND`, and `BLENDED`.
previewMode	Enum	No	Determines 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service you want to query

Body:

None

Response Code: 200 OK

Body:

Key Type Mandatory? Description

inboundHour

Array

Yes

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.

Key	Type	Mandatory?	Description
id	Integer (ID)	Yes	The ID of an inbound hour entry
dayOfWeek	Enum	Yes	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`
date	Date	No	If `dayOfWeek` is set to `SPECIFIC_DATE`, the `date` key will indicate the absolute date for which the inbound hours configuration applies.
startTime	Time	Yes	The opening hour of the Service on the day(s) of the week or the absolute date. Times are returned based on Eastern Time Zone.
endTime	Time	Yes	The 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service you want to query

Body:

None

Response Code: 200 OK

Body:

Key

Type

Mandatory?

Description

defaultInputFilterId

Integer (ID)

Yes

ID of the default Input Filter configured for the Service.

property

Array

Yes

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.

Key	Type	Mandatory?	Description
key	String	Yes	Key of the configuration property
value	String	No	Value 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service you want to query

Body:

None

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
method	Enum	Yes	Pacing method being used. Valid values are `MAX_CIP`, `LINES_AGENT`, and `ABANDON_RATE`.
throttle	Integer	Yes	Value 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.
maxWaitTime	Integer	No	Maximum 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service you want to query.

Body:

None

Response Code: 200 OK

Body:

Key	Type	Mandatory?	Description
callerId	Array	No	List of Caller IDs configured for the Service.
serviceId	Integer (ID)	Yes	The ID of the Service.
name	String	Yes	The name of the Service.
callCenterId	Integer (ID)	Yes	The ID of the Call Center to which the Service is associated.
operatorPhone	String	Yes	Caller ID for Manual Services.
callbackPhone	String	Yes	Callback 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.
agentCallInNumber	String	No	Number an agent calls to connect to LiveVox via an Agent At Ready In Service.
defaultCallerId	String	Yes	Of 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 Name	Variable	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service you want to query.

Body:

None

Response Code: 200 OK

Body:

Key or Attribute	Type	Mandatory?	Description
serviceId	Integer (ID)	Yes	The ID of the Service.
name	String	Yes	The name of the Service.
callCenterId	Integer (ID)	Yes	The ID the Call Center to which this Service is associated.
screenPopId	Integer (ID)	No	The ID of the agent screen pop that will be applied to calls for this Service.
cycleSortDaily	Boolean	Yes	If 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.
serviceLevelSeconds	Integer	No	The number of seconds in which calls must be dialed to be in compliance. Used in some reports.
dialingProfileId	Integer (ID)	No	The ID of the dialing profile, or ruleset, that determines which Hours, Days, States, and Area Codes can be dialed for this Service.
dialingRestriction	Integer (ID)	No	The ID of the dialing window used as a default for Campaigns associated with this Service.
dialingSort	Enum	No	Determines 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`.
zipAreaMismatch	Enum	No	Determines 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`.
voiceId	Integer (ID)	No	The ID of the default voice talent for Campaigns associated with this Service.
scrubWireless	Boolean	Yes	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.
answeringMachineOption	Enum	No	Determines the default answering machine setting for this Service. Valid values are `NO_MESSAGES`, `LEAVE_MESSAGES`, and `TRANSFER`.
transferOptionEnabled	Boolean	Yes	If 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.
volumeControlEnabled	Boolean	Yes	If 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.
acdScheduledCallbackPhReadonly	Boolean	Yes	If 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.
acdScheduledCallback	Enum	No	If 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`.
acdScheduledCallbackPreviewEnabled	Boolean	Yes	If 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.
acdPtpEnabled	Boolean	Yes	If 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.
previewManualAllowed	Boolean	Yes	If 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.
previewSkipAllowed	Boolean	Yes	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.
previewConfirmDial	Boolean	Yes	If 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.
previewTimeout	Integer	No	The 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.
previewDialAction	Enum	No	Determines 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)
callRecordingEnabled	Boolean	Yes	If set to `true`, call recording is enabled for the Service.
acctRealtimeDnc	Boolean	Yes	If 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)
callAcceptanceEnabled	Boolean	No	If set to `true`, call acceptance feature is enabled.
callAcceptanceTimeout	Integer	No	Determines how long in seconds an agent has to accept a call if call acceptance timeout feature is enabled.
callerIdSourceId	Integer	No	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
callbackPhoneSourceId	Integer	No	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
dialTollFree	Boolean	No	If set to `true`, Service is allowed to dial toll free numbers.
lcidPackageId	Integer (ID)	No	The ID of the LCID package assigned to the Service
operatorPhoneSourceId	Integer	No	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
manualTransferEnabled	Boolean	No	If set to `true`, manual transfers for agents are enabled.
agentToAgentTransferEnabled	Boolean	No	If set to `true`, agent to agent transfers are enabled.
phonebookTransferEnabled	Boolean	No	If set to `true`, phonebook transfers for agents are enabled.
accountMaxAttemptsPerDay	Integer	No	How many times an account can be dialed, per day, for this Service. (deprecated, scheduled for removal in the next version)
contactMaxAttemptsPerDay	Integer	No	How many times an account can be dialed, per day, for this Service. Same as `accountMaxAttemptsPerDay`, which is scheduled for removal in the next version.
leaveMessages	Boolean	No	If 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)
leaveNoMessages	Boolean	No	If 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.
crossRequeueable	Boolean	No	If 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)
isCrossRequeueable	Boolean	No	If 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service to be updated.
callerId	callerId	Integer	Yes	The phone number to be added as a caller ID.
default	defaultCallerId	Boolean	No	If 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service to be updated

Body:

Key or Attribute	Type	Mandatory?	Description
dayOfWeek	Enum	Yes	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`
date	Date	No	If `dayOfWeek` is set to `SPECIFIC_DATE`, the `date` attribute will indicate the absolute date for which the inbound hours configuration applies.
startTime	Time	Yes	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	Yes	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.

Response Code: 200 OK

Body:

Key or Attribute	Type	Mandatory?	Description
id	Integer (ID)	Yes	The 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	ID of the Service to be updated.

Body(JSON):

Key	Type	Mandatory?	Description
name	String	No	The name of the Service
abbreviation	String	No	An abbreviation of the Service used on the Service Page of the LiveVox Portal, for quick navigation.
unattended	Boolean	No	When set to `true`, the Service is unattended and does not invoke agent ACD functionality. Default value is `false` when a new Service is created.
termCodeEnabled	Boolean	No	When 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.
acdFeatureCode	Enum	No	Determines 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`
inboundService	Integer (ID)	No	The ID of the inbound Service that will be linked to the outbound Service's database for ANI match look-ups.
callDirection	Enum	No	Determines whether the Service launches outbound calls or receives inbound calls. Valid values are `INBOUND`, `OUTBOUND`, and `BLENDED`.
previewMode	Enum	No	Determines 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 Name

Variable Name

Type

Mandatory?

Description

id

serviceId

Integer (ID)

Yes

The ID of the Service to be updated.

property

Enum

Yes

The 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

value

String

Yes

The 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service to be updated.

Body:

Key	Type	Mandatory?	Description
operatorPhone	String	No	Caller ID for Manual Services.
callbackPhone	String	No	Callback 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.
agentCallInNumber	String	No	Number an agent calls to connect to LiveVox via an Agent At Ready In Service.
defaultCallerId	String	No	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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service to be updated.
callerId	callerId	Integer	Yes	The 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	ID of the Service to be updated
hoursId	hoursId	Integer (ID)	Yes	ID 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 Name	Variable	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service you want to query.

Body:

Key or Attribute	Type	Mandatory?	Description
cycleSortDaily	Boolean	No	If 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.
serviceLevelSeconds	Integer	No	The number of seconds in which calls must be dialed to be in compliance. Used in some reports.
dialingSort	Enum	No	Determines 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`.
zipAreaMismatch	Enum	No	Determines 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`.
voiceId	Integer (ID)	No	The ID of the default voice talent for Campaigns associated with this Service.
scrubWireless	Boolean	No	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.
answeringMachineOption	Enum	No	Determines the default answering machine setting for this Service. Valid values are `NO_MESSAGES`, `LEAVE_MESSAGES`, and `TRANSFER`.
volumeControlEnabled	Boolean	No	If 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.
acdScheduledCallbackPhReadonly	Boolean	No	If 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.
acdScheduledCallback	Enum	No	If 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`.
acdPtpEnabled	Boolean	No	If 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.
previewManualAllowed	Boolean	No	If 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.
previewSkipAllowed	Boolean	No	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.
previewConfirmDial	Boolean	No	If 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.
previewTimeout	Integer	No	The 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.
previewDialAction	Enum	No	Determines 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)
callRecordingEnabled	Boolean	No	If set to `true`, call recording is enabled for the Service.
acctRealtimeDnc	Boolean	No	If 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)
callAcceptanceEnabled	Boolean	No	If set to `true`, call acceptance feature is enabled.
callAcceptanceTimeout	Integer	No	Determines how long in seconds an agent has to accept a call if call acceptance timeout feature is enabled.
callerIdSourceId	Integer	No	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
callbackPhoneSourceId	Integer	No	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
dialTollFree	Boolean	No	If set to `true`, Service is allowed to dial toll free numbers.
lcidPackageId	Integer (ID)	No	The ID of the LCID package assigned to the Service
operatorPhoneSourceId	Integer	No	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
accountMaxAttemptsPerDay	Integer	No	How many times an account can be dialed, per day, for this Service. (deprecated, scheduled for removal in the next version)
contactMaxAttemptsPerDay	Integer	No	How many times an account can be dialed, per day, for this Service. Same as `accountMaxAttemptsPerDay`, which is scheduled for removal in the next version.
leaveMessages	Boolean	No	If 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)
leaveNoMessages	Boolean	No	If 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.
crossRequeueable	Boolean	No	If 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)
isCrossRequeueable	Boolean	No	If 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 Name	Variable Name	Type	Mandatory?	Description
id	serviceId	Integer (ID)	Yes	The ID of the Service to be updated.
hoursId	hoursId	Integer (ID)	Yes	The 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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Services API Methods

Create Service

Delete Service

Find Matching Services

Get Service List Info

Get Service Related Objects

List Services

Read Service General

Read Service Inbound Hours

Read Service Messaging

Read Service Pacing Settings

Read Service Phone

Read Service Settings

Update Service Add Caller ID

Update Service Add Inbound Hours

Update Service General

Update Service Messaging Property

Update Service Phone

Update Service Remove Caller ID

Update Service Remove Inbound Hours

Update Service Settings

Update Service Update Inbound Hours

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