Inbound Voice

LiveVox Inbound Voice provides voice channel functionality to make as well as receive voice phone calls. An agent user can utilize the phone dial pad to make an outbound phone call via ten digit entry or single click, or accept an inbound phone call coming into the platform.  Automated voice campaigns and Human Call Initiator (HCI) are not available with Inbound Voice. The phone dial pad amongst multiple other features gives the agent user the capability to record a personal voicemail greeting, place a call on hold, transfer to another phone number and control call volume. In addition, LiveVox Inbound Voice provides a contact center with the ability to route calls to designated agents or groups of agents through a number of features, such as skills-based routing, call overflow, as well as agent account ownership. Inbound Voice includes the LiveVox Interactive Voice Response (IVR), which allows contact centers to design voice menu trees, routing options as well as look-ups within the LiveVox environment and utilization of Application Programming Interfaces (APIs) to trigger look-ups in third-party systems. The IVR contains a number of modules and features such as Hold My Place in Line, Scheduled Call Backs, and Payment IVRs. Inbound Voice operates through the same set of servers used for automated outbound campaigns.  Any organization seeking deep risk-mitigation for manually initiated calls without capacity for auto-dialing is advised to use Manual, Preview-All, or HCI.

Inbound Voice includes the following products:

  • Local Caller ID (LCID) Numbers
  • LCID Usage
  • Time division multiplexing (TDM) Connectivity

An Inbound Voice - Telco Free product is also available. 

For additional information, see Voice.

Outbound Voice

LiveVox Outbound Voice operates on the LiveVox Four Cloud Architecture and provides physical and software separation designed to mitigate the compliance risk associated with outreach to mobile phone numbers where consent is absent or uncertain. Records or accounts may be selected from a list and can be dialed, automatically or manually, in a variety of pre-defined sequences. LiveVox Outbound Voice provides outbound campaign voice functionality to make voice phone calls, utilizing four separate and distinct outbound dialing systems:

  • Automated - Includes unattended, Right Party Connect (RPC), and Quick Connect (QC)
  • Human Call Initiator (HCI)
  • Preview All
  • Manual - Includes Manual and Ten Digit Manual with Transfer (10DMT)

Outbound Voice includes the following products:

  • Local caller ID (LCID) Numbers
  • LCID Usage 
  • HCI (Compliance Outreach) – Human Call Initiator (HCI) enables agents to call consumers by manually clicking individual phone numbers using pre-approved templates. HCI helps Customer mitigate regulatory risk and realize productivity gains at the same time.
  • HTI (Compliance Outreach) – Human Text Initiator (HTI) enables agents to text consumers by manually clicking individual phone numbers using pre-approved templates. HCI helps Customer mitigate regulatory risk and realize productivity gains at the same time.

  • Predictive Dialing – Predictive Dialing enables Customer to make automated outbound calls without using agents. When a call is answered it is passed to an agent.

  • TDM Connectivity

For additional information, see Voice. 

Additional Voice Capacity

The Additional Voice Capacity product relates to the number of minutes per agent that a customer is allotted per month. This concept is known as Fair Usage Allotment:

Fair Usage Allotment.  For no additional charge, Customer is allotted 4,500 minutes per month for each unique Agent using Inbound Voice and 6,500 minutes per month for each unique Agent using Outbound Voice (“Agent Allotment”).  A unique Agent using both Inbound and Outbound Voice is allotted 6,500 minutes per month.  Customer’s Total Fair Usage Allotment for a month equals the number of unique Agents times the Agent Allotment (either 4,500 or 6,500 minutes per Agent, as applicable). 

The Additional Voice Capacity product enables you to increase your standard Fair Usage Allotment.