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titleMessaging

The Messaging section contains the default inherited filter, input filter as well as the , contact flow results rule set and the list of Properties section. You can add (Add Property button), delete the property (Delete Property button) select the property and click the Delete icon), and edit properties (double click on the property). You can also lookup a property by selecting Lookup Properties button. The properties are maintained by LiveVox and should not be edited unless you know explicitly what you are doing. For Inbound Services the message is located in the Phones tab (Inbound Message). 

  • Inherited Filter: Displays the client level default or the filter that will be used, if nothing is specified in the Input Filter field.
  • Input Filter: Displays the service level default which supersedes the inherited or client-level Input Filter default.
  • Contact Flow Results Rule Set: Displays the Rule Set associated with the given Contact Flow of the given message that is assigned to the service.
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titlePhone Numbers
  • Phone to TTS – The number used in answering machine messages for text to speech (TTS).
  • Operator Phone – The number used when dialing using extensions rather than DIDs. For Manual Services, the Operator Phone will act as the Caller ID. 
  • Inbound Message -The message associated with the inbound service.
  • Agent Call In Number – The number agents are prompted to dial when using Agent at Ready ACD mode to establish audio pathway to LiveVox. An 899 indicates VoIP. On a manual service a blank Agent Call In Number will result in LiveVox calling agents; if populated, agents will call into LiveVox. Clicking on the link next to this option will open Agent Call In Number Configuration screen to view the Agent Call In number or Agent Call In Number Group, depending on the option which is selected.
  • Caller ID - Package ID – Allows user to select a CID package from the drop down list. The Caller ID packages can consist of Local CID, Toll Free numbers or a combination of both. Clicking on the link next to the Caller ID - Package ID drop down menu will open the CID Package section.
  • Voicemail - When checked, it allows callers to leave a voicemail for a group with a corresponding contact flow using the VM module via Contact Flow Engine.
  • PIN - PIN is required to access group voicemail (digits only).
  • Caller ID List – Displays the phone numbers that will appear on call recipient’s Caller ID display. Set the default phone number by double-clicking in Default column and selecting Yes option. Add new number using the Add Caller ID button and delete existing number using the Delete Caller ID button. Campaigns using CID (Caller ID) or File-Based caller ID will not use this number.
    • Outbound calls can be configured with customized CNAM (Caller NAMe) information (the alphanumeric description displayed on the Caller ID interface for consumers (or businesses)). This field supports 15 printable ASCII characters (A-Z, 0-9).
  • Inbound Phone - Inbound phone section will be displayed only if the inbound service was selected from the Services drop-down. This section allows to search for and view inbound phone numbers and their mappings.
    • Filter: Filter option will filter the search result by City, Inbound Number, or State.
    • Number Type: Number Type will filter the search result by Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, and Personal voice mail.
    • LCID Package: Allows user to select a CID package from the drop-down list. The package contains a list of caller ID numbers, any one of which is designed to be displayed on a call recipient’s caller ID.
    • Status: Select between Active and Inactive Status and click the search icon to get the search result accordingly.
    Double-clicking on the inbound phone number row opens the Edit Phone screen which allows you to update the Description, Direct Line for Agent, Number Usage, State, City, and Status of the inbound phone number. Edit Phone screen also shows associated entities with the package. Use filter option to specify the search according to Agent (Audio Path), Agent Call In Group, Agent Phonebook, LCID Package, Message, or Service (Caller ID Pool).
    To re-assign Caller ID packages to a different Inbound Service click the Associate Service button. This opens the Associate Service screen. Select the inbound phone number row and click Disassociate Service to disassociate services from a number. The record you selected will be highlighted in green. Once you select Save, the record is removed.

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