- 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 acts as the Caller ID.
For international calls launched from manual services only: The Operator Phone field must include the country code (1). Country code is not required for domestic calls. As a best practice, you must launch international calls and domestic calls from separate services due to the configuration requirements.
- 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 an audio pathway to LiveVox. An 899 indicates VoIP. On a manual service, a blank Agent Call In Number results in LiveVox calling agents; if populated, agents call into LiveVox. Clicking on the link next to this option opens the Agent Call In Number Configuration screen to view the Agent Call In number or Agent Call In Number Group, depending on the option that is selected.
- Caller ID – Package ID – Allows a 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 opens 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 using the Contact Flow Engine.
- PIN – PIN is required to access group voicemail (digits only).
- Caller ID List – Displays the phone numbers that appear on call recipient’s Caller ID display. Set the default phone number by double-clicking in the Default column and selecting the Yes option. Add a new number using the Add Caller ID button and delete an existing number using the Delete Caller ID button. Campaigns using CID (Caller ID) or File-Based caller ID do 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 is displayed only if the inbound service was selected from the Services drop-down. This section allows you to search for and view inbound phone numbers and their mappings.
- Filter: The Filter option filters the search result by City, Inbound Number, or State.
- Number Type: The Number Type filters the search result by Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, and Personal voice mail.
- Emergency Service Activation Status: Allows you to search the phone numbers based on their emergency service activation status. Select a status from the drop-down list and click the search icon.
- Search By: Options available are Starts With, Contains, Ends With, Regex.
- Status: Select between Active and Inactive Status and click the search icon to retrieve the search result accordingly.
- LCID Package: Allows you 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.
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. The Edit Phone screen also shows the associated entities with the package. Use the 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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