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The Billing tab of the Client window enables you to view the billable platform features. Features that are enabled on your LiveVox Portal (LVP) display a green checkmark; those that are disabled display a red checkmark.

General

• Encrypted Fields: Enables you to modify the label of up to five dedicated encrypted fields for the Contact entity.
• Trusted Partners: Enables you to add trusted partners to your LVP. 

• Single Sign On: Enables you to log in to the LiveVox Portal through a 3rd third-party identity provider (IdP), such as Okta.

• API: Enables access to public Application Programming Interfaces (APIs). 

  Info

  LiveVox Application Programming Interfaces ( APIs ) help integrate the functionality of the LiveVox platform LVP with third-party applications, such as customer relationship management (CRM) systems and other systems that you use to manage your accounts and calling lists. You can also use the APIs to build custom applications that make use of LiveVox features, such as custom Agent Desktops and reporting dashboards.

Channels

• Voice Channel: Enables the voice channel for communication between agents and customers.
  

  Info
  You can assign the voice channel to an agent through the Channels tab of the Agent Details window.

• SMS Channel: Enables the Short Message Service (SMS) channel for communication between agents and customers. 

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  You can assign the SMS channel to an agent through the Channels tab of the Agent Details window.

• Email Channel: Enables the email channel for communication between agents and customers. 

  Info
  You can assign the email channel to an agent through the Channels tab of the Agent Details window.

• Chat Channel: Enables the chat channel for communication between agents and customers. 

  Info
  You can assign the chat channel to an agent through the Channels tab of the Agent Details window.

WFO

• Agent Scheduling: Enables you to create shifts for your agents and then assign shifts to your agents.
• Advanced Agent Scheduling: Enables you to use the advanced options for agent scheduling, such as the Adherence dashboard and forecast history. For information about the Adherence dashboard, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Adherence Help. For information about forecast history, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Forecast History Help.
• Work Queue: Enables you to view e-learning, agent scheduling, and arbitration tasks.
• E-Learning: Enables you to access e-learning tools within the portal and manage e-learning content.
• Agent Assist: Enable Enables you to access Agent Assist tools that use speech-to-text processing to help your agents with with necessary information and guidance during interactions.

Speech IQ

• QM: Enables you to use the Quality Monitoring tools.
• Speech Analytics: Enables you to analyze your recorded calls.

• Advanced TTS: Enables you to select advanced Text-to-Speech (TTS) engines (Amazon and Google) within contact flows and phrases. 

  Info
  These TTS engines provide high-fidelity speech synthesis that sounds natural.

• Transcribe All Calls: Enables you to transcribe your calls.
• Sentiment Analyze All Calls: Enables you to analyze your recorded calls based on the sentiment of the customer.
• Sentiment Analysis Realtime: Enables you to analyze the sentiment of your interactions in real time.
• Call Summarization: Enables you to obtain a summary of the Summarizes the calls for further analysis.
• Intent Identification: Enables you to identify the intent in the interactions.

Recording

• Call Recording: Enables you to record Records calls between your agents and customers.
• Screen Recording: Enables you to record screens during a call between your agents and customers.

Analytics

• BI Analytics: Enables you to replace static reporting with fast graphical views of operational data. 

  Info
  LiveVox Analytics provides an integrated, highly scalable, and secure cloud Business Intelligence solution to create insightful and actionable intelligence that leverages your LiveVox data.

Contact Management

• Attempt Supervisor: Enables you to access Attempt Supervisor to set Sets a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user.
• Accounts: Enables you to manage accounts and use them in association with contacts and tickets.

• Designer Script: Enables you to create and manage the Agent Desktop experience by designing desktops for agents. It uses an interface that enables you to preview the Agent Desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (CRM) on the Agent Desktop and targeted scripts for guiding an agent to perform specific activities. 

  Info
  U-Script comes with the Designer Desktop, so you don't do not need a separate license.

Customer Care

• Ticketing: Enables ticketing.
• Knowledge Base: Enables the Knowledge Base portal.

UCaaS

• Emergency Services: Enables your agents to make an enhanced 911 (E911) call.
• Meetings: Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application.
• Chat: Enables agents to chat with other agents.
• PBX: Enables the LiveVox cloudLiveVox cloud-based hosted IP PBX ( Internet Protocol-based Private Branch Exchange (IP PBX) service tailored for back-office users who do not want to rely on a Customer Premises solution.

The Agent Licenses section provides the table (view-only) with the following counts for Active Agent, SMS, Email, and Chat Licenses.

• Licenses: List of available licenses.
• Allotted: Number of allotted agents.
• Assigned: Number of assigned agents.
• Available: Number of available agents.
• Unique Agent MTD Login: The count of unique agent logins for the current month till date.

• Caller ID - Package ID: Allows Allows users to select a caller ID (CID) package from the drop-down list. The package contains a list of toll free numbers, local caller ID numbers or a combination of both, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID. Clicking on the link next to the Caller ID - Package ID drop-down menu opens the CID Package section.
• Inbound Message: Selects the assigned inbound message. Clicking on the link next to the Inbound Message drop-down menu takes you to the Messages screen.

Inbound Phone:

Search for, view, and edit inbound phone numbers and their mappings. Search options include:

• Filter: Available options are: All, City, Inbound Number, and State.
• Search By: Available options are: Starts with, Contains, Ends with, and Regex.
  
• Number Type: Available options are: Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, and Personal voice mail.
• Routing URL: Allows users to select a Routing URL from the drop-down list when available.
  
• LCID Package: Allows users to select an LCID package from the drop-down list. The package contains a list of local caller ID numbers, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID.
• Status: Active or inactive.
• 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.

Double-clicking on the inbound phone number row opens the Edit Phone screen, which allows you to update the associated inbound service, status, and description of the inbound phone number. The Edit Phone screen displays the following options: 

• Inbound Number: Displays the phone number listed as the inbound number.
• Description: Optional field that allows users to add notes/description.
• Direct Line for Agent: Displays Displays the inbound phone number associated as a direct line for an Agentagent. The associated Inbound inbound number populates when the option is set up by the LiveVox Customer Care Team or you can search and assign the Inbound inbound number as Direct Line a direct line by using the drop-down list.
• Number Type: Displays Displays the number type for the phone number (possible values are Agent at ready in, Agent Direct Line, Callback, Caller id, Extension, Group voice mail, Inbound, Other, and Personal voice mail).
• Number Usage: Displays the usage of a phone number. The phone number usage can be associated to the following:
  • Email: Select the Email option to assign the phone number to an email campaign.
  • Mail: Select the Mail option to assign the phone number to a mail campaign.
  • SMS: Select the SMS option to assign the phone number to an SMS campaign.
  • Voice: Select the Voice option to assign the phone number to a voice campaign.

• Inbound Service: Assigns an inbound service to the phone number. Click the link next to the Inbound Service drop-down menu to select a service.
• State: Identifies the state registered to the primary address of the contact.
• City: Identifies the city registered to the primary address of the contact.
• Status: Displays the editable field for the current status of the phone number. Possible values include Active and Inactive. 
• Activity Date: Displays the last activity date.

• Provisioned Date: Displays the date on which the phone number was assigned to the service.

• 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. 
• Call Center: Allows Allows you to select the required call center.
• Created By: Displays the LiveVox resource that created the number.
• Last Modified By: Displays the Last resource that adjusted a setting in the Phones Column grid.
• Filter: Filters the list of displayed entities by type.
• Associated Entities: The Associated Entities section shows if an Inbound number is part of a LCID package, Call-In Group, Agent Audio Path, Service Caller ID, Message template or Agent Phonebook.

To re-assign Local Caller ID packages to a different Inbound Service, click the Associate Service button. 

To disassociate a service, select the inbound phone number row and click X under the Disassociate Service column to disassociate services from a number. The record you selected is highlighted in green. Once you select Save, the associated service is removed.

Standard Jobs

Jobs

Reporting jobs, their steps, and status are available from this section. You cannot edit or create new Reporting Jobs from here.

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.

General Settings

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

  • Francais (French)

  • Espanol (Spanish)

•  Time Zone: Time 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 

    Note
    icon false
    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. 

• 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 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 account per day, regardless of phone numbers. 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.
• 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  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. 

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  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. 

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  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 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 used for contacting your customers.
•  Requeue Strategy: Strategy used to requeue campaigns.
•  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 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 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.