Inbound Voice

  • Port telephone numbers, if needed, may require additional time.
  • Assign and provision of up to twenty Direct Inward Dialing (DID)
  • Assign and provision of up to five Toll Free Numbers (TFN).
  • Configure inbound services.
  • Configure Advanced Secure Payment Capture (ASPC) for check or credit card payments with Payment Processor Payrazr. If an additional or other payment processor vendor is required, a separate SOW is required.
  • Configure Advanced Text to Speech (TTS) to create audios for a contact flow.
  • Configure up to ten basic call flows with up to 200 modules (a module is defined as the behavior for the contact flow and specifies the default messages (phrases) to be displayed to customers).
    • No application programming interface (API) lookups.
    • If payment processing, additional routing options are required, or a custom Interactive Voice Response (IVR) with API lookups are required, a separate SOW is required.
    • Additional work subject to professional fees.
  • Enable the Call Recording
  • Configure call recordings for recordings to be retained for time specified in the contract.

Outbound Voice

  • Configure one input filter from contacts.
  • Enable Attempt Supervisor.
  • Configure one automated import process to be executed using Secure File Transfer Protocol (SFTP).
  • Configure campaign creation and provide an overview on the creation of segmentation for the customer to configure. Configure up to ten Segmentation rules each with less than ten conditions.
  • Configure the following Outbound services:
  • Enable Campaign SMS:
    • Customer selects the type of code to be used: Short codes, 10-digit long codes (DLC), or toll-free number (TFN).
      • Provide or port up to five TFNs at the customer’s request (can be the same or different TFNs than voice), ten DLC numbers, or one short code.
      • Set up for short code can involve additional time and is subject to lease fees and carrier approval.
      • Additional TFNs are subject to additional fees.
      • Create up to five single SMS message templates and provide an overview of SMS template configuration.
    • Configure up to ten single SMS message templates.
    • Provide default keyword responses for Start, Stop, and Help. The customer can adjust or if LiveVox is to do the work, an SOW will be provided.
    • Provide an inbox routing message other than the Start, Stop, and Help keywords.
    • Configure one HTI service, if purchased.
    • Configure four standard disposition codes as follows. Customer can configure additional codes:
      Displayed Termination CodeCategoryResult Code

      SMS – Resolved

      SMS

      AGENT - CUST RPC 5

      SMS – Abandoned

      SMS

      AGENT - CUST 5

      SMS – Escalated

      SMS

      AGENT - CUST RPC 6

      SMS – Unresolved

      SMS

      AGENT - CUST 6

  • Enable Campaign Email:
    • Pre-configure each portal with a LiveVox email domain to be used for testing.
    • Customer provides production domain, LiveVox provides the keys to use with the production domain.
    • Provide access to create email addresses.
    • Provide an overview of the configuration of email templates. Includes the creation of up to ten email templates.

      Displayed Termination Code

      Category

      Result Code

      Email – Resolved

      EMAIL

      AGENT - CUST RPC 3

      Email – Abandoned

      EMAIL

      AGENT - CUST 3

      Email – Escalated

      EMAIL

      AGENT - CUST RPC 4

      Email – Unresolved

      EMAIL

      AGENT - CUST 4

Contact Center Customer Relationship Manager (CRM)

  • Provide access to Designer configuration.
  • Provide an overview about the CRM desktop for the customer to configure. This does not include configuring a desktop. If additional configurations are required, a separate SOW will be provided.
  • Configure the following SMS items upon request to enable Agent or Transaction SMSes:
    • Customer decides on the type of code to be used: Short codes, 10-digit long codes (DLC), or toll-free number (TFN). One TFN provided or ported at customer’s request (this can be the same or different TFN than voice) or 10 DLC numbers or one short code. This configuration requires third-party registration by the customer.
    • Create up to ten single SMS message templates. Provide an overview of the SMS templates configuration.
    • Does not include SMS bot. If an SMS bot is required, a separate SOW will be provided.
    • Provide default keyword responses for Start, Stop, and Help. The customer can adjust these responses. If the customer requires LiveVox to adjust the responses, a separate SOW will be provided.
    • Configure four standard disposition codes as follows. Customer can configure additional codes:

      Displayed Termination Code 

      Category

      Result Code

      SMS – Resolved

      SMS

      AGENT - CUST RPC 5

      SMS – Abandoned

      SMS

      AGENT - CUST 5

      SMS – Escalated

      SMS

      AGENT - CUST RPC 6

      SMS – Unresolved

      SMS

      AGENT - CUST 6

  • Configure the following email items upon request to enable Agent or Transaction emails.
    • Pre-configure each portal with a LiveVox email domain to be used for testing.
    • Customer provides production domain, LiveVox provides the keys to use with the production domain.
    • Provide access to create email addresses.
    • Provide an overview of the configuration of email templates. Includes the creation of up to ten email templates.
    • Configure four standard disposition codes as follows. Customer can configure additional codes:

      Displayed Termination Code

      Category

      Result Code

      Email – Resolved

      EMAIL

      AGENT - CUST RPC 3

      Email – Abandoned

      EMAIL

      AGENT - CUST 3

      Email – Escalated

      EMAIL

      AGENT - CUST RPC 4

      Email – Unresolved

      EMAIL

      AGENT - CUST 4

Chat

  • Enable Chat and create one standard chat contact flow. The customer is responsible for creating any chat widgets and adding the widgets to their website.
  • Provide an overview of the configuration of Chat, which includes enabling Chat for one service.
  • The implementation does not include a Chat bot. If a Chat bot is required, a separate SOW will be provided.

Script

  • Provision the customer’s scripting environment.
  • Provide access to the Script Designer for configuration.
  • Provide an overview of the Script Designer tool for the customer to configure.
  • Configure up to ten scripts each with up to 10 pages with no API or JavaScript integration.
  • If additional configurations are required, a separate SOW will be provided.

Ticket

  • Provide access to the Ticketing configuration with predefined ticket attributes.
  • Provide an overview of Ticketing configuration and assignment. This does not include configuring a ticketing agent desktop.
  • If additional configurations are required, a separate SOW will be provided.

Single Sign-On (SSO)

  • Assist with setup, configuration, and testing of the Single Sign-On feature in the primary portal for internal staff only with the identity provider (IdP) AzureAD or Okta using OpenID Connect (OIDC) support.
  • If customer is using an API, OIDC support is required.

Screen Recording

  • Enable screen recording using the Agent Desktop Native (ADN) application.
  • Review the technical requirements at agent workstations to ensure that screen recording can be configured. 
  • Provide an overview of how to deploy an ADN application on an agent workstation for the customer to complete. This does not include LiveVox deploying the application.

Quality Management (QM)

  • Configure a single assessor work queue and eLearning portal. This does not include configuring scorecards. If the customer requires scorecards to be configured by LiveVox, an additional SOW is required.

Customer Satisfaction (CSAT)

  • Configure a single survey with up to five questions.

Knowledge Center

  • Enable one Knowledge Center Portal and one administrator user.
  • Provide an overview of the Knowledge Center portal for the customer to create articles and content and create additional users. Additional Knowledge Center portals require additional SOWs with additional fees.

SpeechIQ with Advanced Agent Assist

  • Configure the Speech Analytics portal. Does not include the configuration of scorecards, intents, and keyword lists.
  • Provide a library of best practices for scorecards (requires LiveVox version LV19 or higher).
  • Provide an overview of how to configure Advanced Agent Assist rules for the customer to configure and assign to interactions. This does not include the configuration of any agent assist rules.

Unified Analytics

  • Provide Unified Analytics workspace.
  • Load sixty days (if available) of historical data from the LiveVox Portal.

Real-Time Wallboards

  • Enable the Real-Time Wallboard application.
  • Provide an overview of the Real-Time Wallboard application. This does not include configuring any of the dashboards, wallboards, or reports.

Additional Configuration for the LiveVox Portal

  • Configure up to five agents and provide an overview on how to configure agents for the customer to create or upload their agents.
  • Configure up to ten standard Call Detail Reports (CDR) using the provided format upon request. .
  • Import the customer’s contacts into Contact Manager. The acceptable formats are Comma Separated Values (CSV) and Text (TXT).
  • Create up to ten Agent Disposition codes and provide an overview on how to create Agent Disposition codes for the customer to create their specific codes.