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titleSecurity

Centralized control over security configuration options for both LiveVox Portal (LVP) users and agents.

Single Sign On

LiveVox platform allows login to LiveVox Products using 3rd party Identity Providers (supports Okta). Using Single Sign On (SSO) administrative settings, permitted users can easily configure and manage Identity Provider settings.

Enable Single Sign On: Click on the slider to enable or disable the Single Sign On functionality.

Info
  • Once you have a user/agent set up with valid emails, you can enable SSO.
  • Email Attribute is case-sensitive.
  • Emails sent must match exactly what is in the user or agent email field.
  • Authentication Standard: Login standard to use for SSO. Available options are as below:
    • SAML: SAML is an acronym of the Security Assertion Markup Language (SAML). This is the default option.
      • Url where you can get the SAML Metadata: Add the link of the SAML metadata file and click the green arrow. This auto-populates the Single Sign On URL, Issuer URL, and Certificate X.509 fields.
      • Single Sign On URL: The location where Livevox will hit to initiate the authentication process.
      • Issuer URL: It is also known as entity ID. It is used to validate the assertion.
      • Certificate X.509:  SAML uses a certificate to verify signed assertions.

      • Need Help?: Click on the See Instructions link. In this new window, you will find the required information to fill in your IDP configuration setup. 

        Info

        You need to add sign-in URLs for the User and Agent.

    • OIDC: OIDC is an acronym for OpenID Connect.
      • Authorization ID: An authorization ID is an identifier that represents a set of privileges.
      • Authorization Secret: An Authorization secret is a secret known only to your application and the authorization server.

      • Isuer URL: It is also known as entity ID. It is used to validate the assertion.

        Info

        Your IDP provides the info about Authorization ID (Client ID) and Authorization Secret (Client secret).

      • Need Help?: Click on the See Instructions link. In this new window, you will find the required information to fill in your IdP configuration setup. 

General

  • Password Expire Days: Sets the number of days for the password expiration. Applies to both users and agents.
Note
iconfalse

When implementing a password expire period for the first time, or reducing the number of days in the current period, all agents should be logged out to prevent any call interruption due to password expiration. In addition, if your portal uses any LiveVox Custom Applications (Scripter, for example) or you are unsure if you have integrated these types of apps, reach out to your Account Management team before adding, removing or making any changes to the Password Expire Period, because this can interrupt any active LiveVox Custom Applications. 

  • Max Failed Login Attempts LVP: Sets the number of password attempts after which the user is locked out
  • Max Failed Login Attempts Agent: Sets the number of password attempts after which the agent is locked out
Note
iconfalse

The value of Max Failed Login Attempts LVP and Max Failed Login Attempts Agent must be between 1 and 9. Zero, null, and characters are invalid.

  • Password Reuse Restriction Count: Sets the number of previous passwords that the user or agent cannot reuse when resetting the password. The minimum and default value for this field is 4 and the maximum value is 25.
  • Browser Session Security:- Requires users to log back in any time the browser is closed
  • Password Strength: By using a password strength slider, you can configure the password strength to Medium, Strong, or Very Strong (left to right). Hover the mouse on the password strength slider to get the description about the password requirements.
Info
titleNote

If you change your password strength policy, for example, if you update your policy so that all passwords must meet the Strong Password level rather than the Medium Password level, the policy applies to all newly created users and agents immediately. However, this policy will only apply to existing users and agents when the system indicates that they must reset their passwords.

  • Admin Set Passwords Are Temporary: LVP users and agents must change the password on the first login or when updating the password by the permitted LVP user.
Info
iconfalse

If the permitted LVP users change the password for their own user account, they are not prompted to change the password.

Session Timeout

You can enable or disable the session timeout parameters. 

  • Browser Session Security: To ensure security, enable this parameter for the users and agents to login every time they launch the LVP in a browser.
  • Inactivity Timeout: You can set the inactivity timer for intervals of 5 mins, 15 mins, 30 mins, 1hr, 2 hrs, or 1 day. After the lapse of the inactivity timeout a warning message appears to the user.
  • Show Inactivity Warning (Agent/User): Set this parameter to display Inactivity warning for users and agents before the session is timed out. For example, if you set 1min, a warning message appears one minute before the inactivity timer is activated and the user or the agent has to login again.
  • Maximum Session Timeout: You can set the browser session timeout for 5 mins, 15mins, 30 mins, 1hr, 2hrs, 1 day, or 7 days. This setting enables the user or the agent to stay in the session according to the setting.

Subnet IP 

List of permitted IPs that can access the LVP. Permitted users can add/delete the IPs, as well as export files in .csv format.

General Settings

Service
  •  Service Groups
  • : A selected checkbox indicates that you can view the monitor dashboard for service groups.
Restrict
  •  Restrict Strategies Scope
  • : A selected checkbox indicates that the dialing strategies are restricted to certain call centers or services.
  •  Language: Language
Language
  • displayed on the LiveVox Portal (LVP). This field contains the following options:
    • English
 Time
    • (default)

    • Francais (French)

    • Espanol (Spanish)

  •  Time Zone: Time zone used on LVP. This field contains the following options:
    • Greenwich Mean Time
    • Atlantic Time
    • Eastern Time (default)
    • Central Time
    • Mountain Time

    • Pacific

Time

    • Time 

Expand
titleSettings

The Settings tab of the Client window enables you to configure the settings for your contact manager, data retention, recordings, agent monitoring, and so on.

The following table describes the fields that appear in the various sections on the Settings tab.

FieldDescription
Time Zone
Note
iconfalse

Regardless of the value in this field, all reports are based on the Eastern Time zone.

  • Dialing Country of Origin
    • : Field for specifying the home country of the client. The following countries are supported:
        United
          •  United States of America
          • Canada
          • Mexico
          • United Kingdom
          • Columbia
          • India
          • Ireland

        Contact Manager Settings

        • Contact Management
        • : A selected checkbox indicates that Contact Manager, including all its features, is enabled. 
        Info
        • You cannot modify this checkbox.
        • This setting is not applicable for null accounts (that is, accounts with no account number).
        • Campaign Updates Contact Manager
        • : A selected checkbox indicates that Contact Manager is updated when a campaign is loaded. A cleared checkbox indicates that only those account numbers that do not exist in Contact Manager are added when a campaign is loaded.

        • Days of Contact Retention

        • : Number of days that a contact is retained within Contact Manager since the last load date. If the last load date is greater than the value in this field, the contact is removed. 

          Info

          You cannot modify the value in this field.

        Contact Rules

        • Contact Max Attempts Per Day

        • : Maximum number of contact attempts that can be made on a unique account per day, regardless of phone numbers.

         The

        • The value 0 in this field indicates unlimited attempts. 

          Note

          The corresponding field value for a service (service-level value) takes precedence over this field value.

        • Contact Max Phone Attempts Per Day

        • : Maximum number of contact attempts that can be made on a unique

        combination of

        • account

        and phone number

        • per day, regardless of phone numbers.

         The

        • The value 0 in this field indicates unlimited attempts. 

          Note

          The corresponding service-level value takes precedence over this field value.

        • Contact Max Attempts Lifetime
        • : Maximum number of contact attempts that can be made on a unique account in a lifetime, regardless of phone numbers. 
        • Contact Max Phone Attempts Lifetime
        • : Maximum number of contact attempts that can be made on a unique combination of account and phone number in a lifetime.
        Dialing
        • Profile
        • : Restriction policy used for contacting your customers.

        KPI Settings

        • Service Level Seconds

        • : Number of seconds within which an agent must answer an inbound call to be compliant with Service Level Agreements (SLAs). 

          Note

          The corresponding service-level value takes precedence over this field value.

        • Default Service Level Formula
        • : Formula used to calculate the service level. You can view the details of a formula by using the ellipsis
        icon Image Removed that
        • icon  that appears next to the field value.

        Retention Settings

        • Days of Screen Recordings

        • : Number of days that screen recordings are retained on the LiveVox platform. 

          Info

          While you cannot modify the value in this field, the following options are available: 3, 15, 30, 45, 60, 90, 180, and 365 days. If you want a different value, contact the LiveVox Customer Care Team.

        • Days of Call Recordings

        • : Number of days that call recordings are retained on the LiveVox platform. 

          Info

          You cannot modify the value in this field.

        • Days of Speech Analytics
        • : Number of days that the Speech Analytics data is retained on the LiveVox platform.
         The
        • The default value in this field is 365. You can, however, change the value to a number between 45 and 3653.

        • Free days of call recording

        • : Number of days that call recordings are available to you for free. The default value in this field is 15. 

          Info

          You cannot modify the value in this field. If you want a different value, contact the LiveVox Customer Care Team.

        Defaults

        •  Strategy: Strategy
        Strategy
        • used for contacting your customers.
        Requeue
        •  Requeue Strategy
        • : Strategy used to requeue campaigns.
        AM
        •  AM Option
        • : Answering machine option. This field contains the following options:
          •  Don't Leave Messages: If an answering machine is detected, no message is left and the call is disconnected.
          • Leave Messages: If an answering machine is detected, a message is left.
          • Transfer all Connections: Does not detect answering machines; all connections are transferred to agents. 
        • Voice
        • : Voice talent used for Interactive Voice Response (IVR).
        • Scrub
        • : Communication mode for which the phone numbers in the campaign should be scrubbed when the campaign is built.
         This
        • This field contains the following options:
          • None (default): No phone number is scrubbed.
          • Wireless: Scrubs all wireless phone numbers so that all landline numbers are contacted.
          • Landline: Scrubs all landline numbers so that all wireless phone numbers are contacted.
          • Segmented Wireless: Enables you to use different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the same campaign. This is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of an account. That is, all wireless numbers from positions 1 through 15 are scrubbed.
        • Quick Responsebook
        • : Quick Responsebook for chat. A Quick Responsebook contains quick responses, which are common chat messages that your agents can send to customers when chatting.

        Advanced Features

        • Segmentation
        • : A selected checkbox indicates that the Segmentation feature is enabled.
        • Report Only After All Retries
        • : A selected checkbox indicates that campaigns are reported only after they complete re-attempts.
        • Vertical
        • : Business market (such as BPO or healthcare) based on which some optional features might be enabled.
        • When you select the BPO option for the business market, you enable the optional Original Account Number field in Contacts. This field is typically used for an existing external account number from the original account issuer.  When enabled, the Original Account Number field is included in searches within the Contact Flow Editor's Lookup module, the Agent Desktop’s Screen Pop display, and the Contact Lookup Report.
         
        •   
        • Campaign Appends Allowed
        • : A selected checkbox indicates that campaigns are allowed to be appended to an active campaign (that is, a campaign that is playing).
        • Phone DNC Type
        • : Type of Do-Not-Call option. This field displays one of the following values:
          • Legacy DNC (default): Manages a list of either account numbers or account and phone numbers to ensure that they are not called.

          • Dial-Time Phone DNC: Manages a list of phone numbers to ensure that they are not called. 

            Info

            To ensure that a phone number that is available in different portfolios can still be dialed, you can associate the number with a contact group.

        Shadow

        •  Shadow Audio Packages

        • : Real-time audio stream package that allows LiveVox to be integrated with third-party providers of speech analytics. 

          Info

          To enable Shadow Audio Packages, contact your Account Team.

        • Record Owning Agent on Primary Channel

        • : A selected checkbox indicates that the recording of a conversation between agents and that between an agent and a customer is enabled. 

          Note

          This feature is not supported for Shadow Audio Packages.

        Agent Monitoring

        • Monitoring Enabled
        • : A selected checkbox indicates that you can listen to a call between your agent and customer in real time.
        • Coaching Enabled
        • : A selected checkbox indicates that you can listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
        • Barging In Enabled
        • : A selected checkbox indicates that you can voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.
        Expand
        titleServices

        Details on each service, including current dialing information, are available here. Using the cog icon in the upper right hand corner, you can specify the inclusion of fields, order, and which field is used to sort the list. Double-clicking a service name opens the Services editor.

        ...