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 basic secure payment capture (SPC) for check or credit card payments.
• Configure Advanced Text to Speech (TTS) to create audios for a contact flow.
• Configure one basic call flow with up to 50 modules and no application programming interface (API) lookups.
  • One main routing table based on first entry into Interactive Voice Response (IVR) (routing for option 1 and option 2). If payment processing, additional routing options are required, or a custom IVR with API lookups are required, a separate SOW is required.
  • Additional work subject to professional fees.
• Enable the Call Recording feature.
• 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. This does not include configuring segmentation rules.
• Configure the following Outbound services:
  • Human Call Initiator (HCI)
  • Quick Connect (QC)
  • Unattended
  • Manual
  • Preview (optional)
  • Human Text Initiator (HTI) (optional)
  • Right Party Contact (RPC) (optional)

Real-Time Wallboards

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

Script

• Provision the customer scripting environment.
• Provide access to designer script configuration.
• Provide an overview of the script designer for the customer to configure.
• Configure one script with up to five pages with no APIs or JavaScript.
• If additional configurations are required to be completed by LiveVox, a separate SOW will be provided.

Ticket

• Access to ticketing configuration with pre-defined ticket attributes.
• Provide an overview of configuration and assignment. This does not include configuring a ticketing agent desktop.
• If additional configurations are required to be complete by LiveVox, a separate SOW will be provided.

Chat

• Enable Chat and create one standard chat contact flow. Customer is responsible for creating chat widgets and adding the widgets to their website.
• Provide an overview of the configuration of Chat. Includes enabling Chat for one service.

Screen Recording

• If required by the customer, enable Screen Recording using the Agent Desktop Native (ADN) application.
• Review technical requirements at agent workstations to ensure the Screen Recording feature can be configured.
• Provide guidance to the customer on how to deploy the Agent Desktop Native (ADN) application on the agent workstation for customer to complete. Does not include the deployment by LiveVox.

Unified Analytics

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

Attempt Supervisor

• Provide an overview of the Attempt Supervisor feature.

Secure Payment Capture

• Enable the Secure Payment Capture (SPC). Note this link includes all features of the SPC feature. The implementation service refers to SPC Basic features only.
• Provide an overview of the SPC feature.

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 two standard reports: The LiveVox Standard Digital Call Detail Report (CDR) and the LiveVox Call Recording Meta Data report.
• 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.