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View and select the preferred routing method: Service, service groups or agent teams.

Using the cog icon in the upper right-hand corner, you can specify which attributes to display. You can search for specific entries using a text entry in the Search for tool or by using the Filter menu menu and selecting search Search using the the magnifier icon. Options available under Filter:

• Active: Agents with a check in the Active box (may log in).
• All: Every agent regardless of active/inactive/locked status.
• Inactive: Agents without a check in the Active box (may NOT log in).
• Locked: Agents that entered an incorrect password in excess of the site's configured limit (may NOT log in).
• Agent Team: Agents assigned to a specific agent team.

General Settings

• Contact Timing: Type of restriction (for example, curfew only) for contacting the numbers in the campaign.

• Dialing Sort: The sequence in which the numbers in a campaign are contacted.
  

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  title Options
  Consecutive: Uses the order in which the contact records in a campaign are loaded. Contact name: Orders the numbers by time zones, followed by the first name of the customer, and then dials numbers in alphabetical order (that is, from A to Z). Default: Orders the numbers by attempts (lowest first), followed by the start time of the area code (that is, Eastern Time, followed by Central Time, Mountain Time, Pacific Time, and so on), and then the order in which the contact records were loaded. Inverted consecutive: Uses the reverse of the order in which the contact records in a campaign are loaded (that is, from the last record to the first record). Midpoint consecutive: Starts dialing from the midpoint of the list in the campaign file toward the bottom of the list, followed by the top of the list until the midpoint. Info icon false title Example If a campaign file contains 10 records, dialing begins from the sixth record through the tenth record, followed by the first record through the fifth record, where the dialing ends. Contact name - no area code: Uses the Contact name sequence, except that the time zone sorting is ignored. Campaign round robin: Sorts by a contact record's relative position in a campaign, followed by the campaign ID. This sequence proportionately uses the contact records across all active campaign (that is, campaigns that are playing). Within each campaign, the sequence of the record is maintained based on the order in which the record appeared in the original input file.

• Cycle Sort Daily: Cycles through the account sequencing (dialing sort) methods on a daily basis.
• Is Cross Requeueable: A selected checkbox indicates that the campaigns associated with the service can be requeued to other services within the same call center.

Agent Desktop

• Volume Control Enabled: A selected checkbox allows agents to increase or decrease microphone or customer volume, and to mute the microphone.
• ACD Scheduled Callback PH Readonly: A selected checkbox prevents agents from modifying the phone number when scheduling a callback.
• ACD Scheduled Callback: If enabled, agents can schedule a future callback.
  • 0: Scheduled Callback is disabled.
  • 1: Activates and routes to the service's pool of agents.
  • 2: Activates and routes first to the originating agent then to service's pool of agents if the original agent is unavailable.
  • 3: Activates and routes only to the agent that scheduled the callback.
• ACD PTP Enabled: A selected checkbox forces agents to enter a dollar amount in a text box if an appropriate Promise to Pay termination code is selected.

• Agent Desktop: Selects which predefined agent desktop will be is applied to this service. If Select One is displayed, your Client level or Call Center level ACD Agent Desktop will be is applied.

• Call Acceptance Enabled: A selected checkbox indicates that agents are required to accept calls. 
• Default Agent Phonebook: Specifies the phonebook assigned to the service.

• Call Acceptance Timeout (Sec): Specifies the number of seconds that an agent can wait before accepting a call.

  Info
  This value is applicable only if you have selected the Call Acceptance Enabled checkbox.

• Secure Credit Card Capture Message: Allows the selection of Enables you to select a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open opens the Messages screen to view the selected message in the Contact Flow editor. 
  

  Warning

  Secure Payment Capture fields are You can no longer supported for configure the configuration of the Secure Payment Capture feature from here ( Services > Settings)>Settings. This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the Customer Care Team to have this enabled or configured.

• Secure Credit Card Capture Mode: If  Dyou select Disabled  is selected (default), then no credit card payment options will be are not presented via using the Agent Desktop agent desktop for payment processing.  The The Basic option allows for a credit card payment processing option via using IVR where payment information will be is presented on the Agent Desktopagent desktop. Sensitive payment information is not stored within the call recording nor will is data be logged.  The The Advanced option allows for a credit card payment process option via using IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged. This option supports integration via Call Flow Editor with web service payment gateways. Agents will have the ability to can process various payment transactions (For for example, one-time payment, recurring payments and future payments) that are processed via using the payment gateway.

• Secure Check Capture Message:  Allows selection of Enables you to  select a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open opens the Messages screen to view the selected message in the Contact Flow editor. 

• Secure Check Capture Mode: If If you select Disabled is selected (default), then no check payment options will be are not presented via using the Agent Desktop agent desktop for payment processing. The The Basic option option allows for a check payment processing option via using IVR where payment information will be is presented on the Agent Desktopagent desktop.  The The Advanced option allows for a check payment process option via using IVR where payment information is not presented on the Agent Desktopagent desktop. Sensitive payment information is not stored within the call recording, nor will is data be logged. This option supports integration via using the Call Flow Editor with web service payment gateways. Agents will have the ability to can process various payment transactions (For Examplefor example, one-time payment, recurring payments and future payments) that are processed via using the payment gateway.

• Priority Escalation Threshold (Sec): Setting in seconds upon which the call will receive receives the maximum priority (1). The transaction should linearly increase from its initial priority to max priority over the defined time period defined. Priority should always be rounded to the closest integer. 

• Account Real-Time DNC: A selected checkbox enables DNC Select this checkbox to enable DNC/DND checks on Manual Services. This option is enabled by default.
• Show HCI Numbers: A selected checkbox displays Select this checkbox to display HCI numbers to the clicker agentClicker Agent. This option is option is enabled by default.
• HCI-Select: A selected checkbox requires Select this checkbox to require two clicks to launch the call: first the selection of the number to be called, then click on that number to launch the call.

• Manual Dial Allowed: If checked, agents can manually dial phone numbers or single-click contacts from the contact list widget. However, calls continue to be routed through the automated system.

  Note
  To configure international manual dialing for your target country, contact the Customer Care Team.

• Voice Compliance Enabled: A selected checkbox indicates that the calls initiated by agents comply with the policies in the profile assigned to the service and agents must re-enter the 10-digit phone number on the contact widget before dialing the number. A cleared checkbox indicates that agents can initiate calls regardless of the profiles assigned to the service. This status is utilized for manual services that allow international calls to be made outside the default contact window of 08:00-21:00 local time.
• SMS Compliance Enabled: A selected checkbox indicates that the SMS messages sent by agents comply with the policies in the profile assigned to the service. A cleared checkbox indicates that agents can send SMS messages regardless of the profiles assigned to the service.

Retention Settings

• Days to Move Inactive Messages Back to Group Inbox: Specifies the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. This field contains the value 1 by default. You can, however, change the value. The maximum value that you can select in this field is 14.

  Info
  For a given email or SMS thread, this value is reset when any of the following events occur on the thread: An agent replies. A message is received. An agent marks a message unread or read.

• Include Weekends: This checkbox is cleared by default. If you want to To include weekends in the duration specified in the Days to Move Inactive Messages Back to Group Inbox field, select the checkbox.

Contact Rules

• Contact Max Attempts Per Day - –Sets the maximum number of outbound dialing attempts to any phone number associated with an account per day. The default is zero. If null, the client level setting is applied.
• Contact Max Phone Attempts Per Day -  – Sets the maximum number of times an Account+Phone can be attempted per day.“Account Management” functionality must be enabled for your site for this setting to take effect. The default is zero. If null, the client level setting is applied.
• Contact Max Attempts Lifetime -  –Total amount of times you can attempt to contact a unique Account can be attempted. 
• Contact Max Phone Attempts Lifetime - –Total amount of times you can attempt to contact a unique Account+ Phone combo can be attempted. 
• Dialing Profile - Determines – Determines the Hours/State/Days/Area Codes to dial from your Profile editor.

• Zip Area Mismatch –Enables the logic under which account zip code is compared to an area code and dialing is based on the rules set within the logic and the option chosen:

  Expand
  title Zip Area Mismatch Options
  Off - – This feature is used to turn off the zip area mismatch feature.   Dial-Time – Often referred to as Standard zip/area code mismatch If the area code and zip code for a record do not correspond to each other (i.e. a “mismatch”that is, mismatch), then the safe hours rule (11 AM – 9 PM ET) will apply applies and the mismatched records will be are dialed during this window.  Dial-Time Optimized – Often referred to as Optimized zip/area code mismatch. If the area code and zip code for a record do not correspond to each other but fall into the same time zone, the system will respect respects that time zone’s dialing hours. If the area code and zip code for a record do not have the same time zone, the safe hours rule (11 AM – 9 PM ET) will apply applies and the mismatched records will be are dialed during this window. Dial-Time Overlay - enhanced – Enhanced zip area mismatch coverage to include all TZ's time zones between Atlantic (GMT - 4) to American Samoa (GMT -11).   Start and End time for mismatch scenarios are dynamically set where the Start Time is based on the Westernmost Western-most open hours and the End Time is based on the Easternmost Eastern-most closed hours. Info icon false For Dial-Time and Dial-Time Optimized options, the Zip/Area code match functionality applies to the time zones for the 48 contiguous states of the USA including Canada (ET to PT). For detailed information on Zip Area Code Mismatch functionality, see the Zip Area Code Mismatch Protection document in LiveVox Product Documentation.

• DNC Contact Group -– Associates a Contact Group with Group with a service, during dial-time.  The The phone numbers associated with the Contact Group will be are restricted. The creation and association of Contact Groups are controlled are controlled in the Contacts manager and DNC editor respectively.  If If the DNC Contact Group option is selected as All, the phone number will be the phone number is scrubbed for any calls launched for the Clientclient.

  Note
  icon false
  The DNC Contact Group option is applicable to the Dial-Time Phone DNC only.

  • Email Opt-In Message - – Select the email Opt-In message from the drop-down list. This selected message is used when you launch the email campaign is launched for the service.
  • SMS Opt-In Message - – Select the SMS Opt-In Message only to obtain a customer's consent to update their the customer's opt-in status. This option should only be used with the SMS Consent Required flag.
  • Email Consent Required - – When selected, the email consent is required from the customer, before you do any email communication done on the service.

  • SMS Consent Required - – When selected, the SMS consent is required from the customer, before you do any SMS communication done on the service.

    Tip
    icon false
    Email or SMS Opt-In messages are created from the Message editor. Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options. Email or SMS Opt-In messages can be sent even if the suppression list has the entries.

  • Inbound Email message: Selects the inbound message template for inbound email.
  • Inbound SMS message: Selects the inbound message template for inbound SMS.
  • Inbound Chat message: Selects the inbound message template for inbound chat.

  • Inbound Messaging Message: Message template for inbound WhatsApp messages.
    

• KPI Settings 

  • Service Level Seconds – Specified number of seconds an inbound call must be answered within by an agent to be in SLA compliance (on Dashboards and Inbound Service Efficiency report this setting is the Service Level setting). 
  • Service Level Formula – Service – Service Level Formula used as default. Details for each formula are available via using the link next to this field.

  Defaults

  • Voice ID - – Default voice talent for campaigns assigned to the service.
  • AM Option - – Default answering machine detection setting for the service.
    • Leave Messages - Detects – Detects answering machines and leaves a message.
    • Transfer all Connections - Answering – Answering machine detection is off. Passes all connections to agents.
    • Don't Leave Messages - If – If an answering machine is detected, no message is left and the call is disconnected.
  • Scrub: Allows you to scrub all wireless phone number, all landline number, or segment numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time.  Select the required Select the required option from the drop-down menu and the available options are as given belowfollows:
    • None (0): This is This is the default option and if selected, no scrub occurs.
    • Wireless (1): Scrubs all wireless phone numbers so that all landline numbers can be dialed.
    • Landline (2): Scrubs all landline numbers so that all wireless phone numbers can be dialed.

    • Segment Wireless: Scrubs all wireless phone numbers from positions 1-15 and place them starting at position 16.

      Note
      icon false
      If the scrub option is selected as Select One (Null) for the particular service, then the client level Scrub option will be option is auto-populated for that particular service when manually loading the campaign.

Call Recording

• Call Recording Enabled – When checked, all conversations with an agent logged into the LiveVox ACD are recorded.
• Call Recording Bitrate - Refers to the audio resolution (kilo bits per second). Available options are: 16, 32, 64. The default setting is 16-bit. ; however, you can select 32-bit and 64-bit can be selected if required for Speech Analytics integration.
• Record External Transfers –   External transfers are defined as any transfer to a 10-digit number. When checked, LiveVox will continue continues recording a call transferred to an external party until the call is terminated. If NOT checked, LiveVox will end ends the call recording when a call is transferred to an external party.
• Days Of CallRecordings - Call Recordings – This is a view-only setting.   If it shows to be set to If it shows to be set to Select One, then the service will respect respects the client level level Days of CallRecording Call Recording configuration.

Advanced Features

• Leave No Messages – Allows predictive campaigns to default to disconnect upon answering machine detection.
• Append Campaigns Report at End of Day- – Reports campaigns at the end of the day. When disabled, campaigns report when out of disabled records, which would prevent records from being appended from that point when the Campaign is stopped. (The add/append records to active campaigns functionality requires the use of the Campaign API. Please contact Contact LiveVox Client Services, if questionsfor more information.)

• Caller ID Source ID – Determines what default value is used as the pulsed Caller ID for the service.

  Expand
  title Caller ID Source ID options
  FIXED: Using one of the service’s static options from the Phones tab. LOCAL CALLER ID: Using the local caller ID package assigned. FILE BASED CALLER ID: Using a certain value assigned to the individual account in the input file. SUBCLIENT CALLER ID: Using a number from one of the service’s “practices"practices. ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign.

• Operator Phone Source ID – Determines the default number source used when bridging whisper Whisper agents.  Defines Defines the default CID of Manual dials. See the drop-down options list in the Caller ID Source ID definition.
• Callback Phone Source ID – Determines where the default phone number left in messaging comes from.  See drop down options See the dropdown list in the Caller ID Source ID definition.
• Chat Routing Token - Unique identifier that routes incoming chat to a service.

• Shadow Audio Packages - Allows association at the service level to the configured real time audio stream package. Select the desired package from the drop-down list (will be available only if 3rd third-party speech analytics is configured).

  Tip
  icon false
  Shadow Audio Package (Real Time Audio Stream package) allows integration with 3rd third-party speech analytics providers, such as Castel, Call Miner, and NICEand NICE. Contact LiveVox Client Services to enable and configure the Shadow Audio Packages. If the Shadow Audio Packages is set to Select One for the particular service, then the client level Shadow Audio Package will be Package is applied for the service.

• Inbound SMS Code: Short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service. If the service is used for WhatsApp, the value in the field indicates the WhatsApp number for routing inbound WhatsApp messages.

Email Settings

• IB Email Domain: Unique email address for routing inbound emails to the service.
  

  Info
  You do not need to create separate domains for each inbound email inbox because inbound emails are routed to services based on email addresses instead of domains. Multiple services can share the same domain in the email addresses, which are used as routing tokens.

The list of termination codes assigned for to the service are available to view. See the Termination Codes editor in the Navigation panel for details.

Term Code Enabled – When checked, makes term codes visible to agents.

1. Select a service to copy from the list of services.
2. Click Copy Service. Only copy QC Services Quick Connect services to create another QC ServiceQuick Connect service, Manual Services services to create another Manual Serviceservice, etcand so on. Do not copy Inbound Servicesservices.
3. Add the new service name.
4. Click Copy.
5. Click Save.
6. Go to the Phone Numbers tab.
7. Update the associated phone numbers (see Phone Numbers section above for details).