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Service

• Service ID: A unique identifier that is assigned by the portal.
• Name: Name of the service.
• Call Center: The call center in which the service is organized.

Service Type

• Service Type: Type of the service. This value determines the available options for ACD Mode and Call Direction. The associated cloud profile appears in parentheses, next to the name.

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  title Service Type Options
  Basic (Auto): A blended multi-channel service that supports inbound and outbound interactions and contains the following features: Outbound and inbound voice Attended voice campaigns Email and SMS campaigns Two-way email, SMS, and chat communication Click-enabled voice, email, and SMS (with the purchase of CRM) Note The Basic service runs through the portal's automated queuers and does not support the following features: Preview All campaigns HCI or 10DMT campaigns Unattended voice campaigns Whisper voice campaigns HCI (HCI): A service in which an agent (that is, a clicker agent) manually launches a call. Info If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer.  HTI (HTI): The Human Text Initiator (HTI) service enables agents (Clicker Agents) to manually launch text messages. Info For assistance with an HTI configuration, contact the Account Team. The HTI service enables agents other than Closer Agents to reply to SMS messages. Closer Agents are not required to launch the SMS messages. Inbound: A service that receives and directs callers using a designated Interactive Voice Response (IVR). IB services can be configured to route to agent teams, to certain outbound services using service groups, to themselves using service routing, to voicemail boxes, a self-service IVR, or a combination of these. Manual (Manual): A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The same agent handles the call. Preview All (Preview): A human-initiated service that presents the telephone number to an agent who can choose to either click the number to launch the call or skip the number. The same agent handles the call. Info title International Number Support The LiveVox Portal platform now supports the E.164 format for the international outbound Preview dialing service and any other automated dialing service. Quick Connect (Auto): An automated outbound service that immediately connects live answers with an available agent. Unattended (Auto): An automated outbound service that immediately connects with an IVR application. Regardless of the responses provided, the called party cannot be connected to an agent.  Whisper (Auto): An automated outbound service that immediately connects with an IVR application. Based on the responses provided, the called party can be connected to the agent through an inbound voice. 10DMT (Manual): A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The agent is unable to copy and paste any numbers into the keypad. If the agent enters an incorrect number, the number is ignored and the screen remains unchanged until the agent enters the correct number. The call is launched when the agent enters the correct number. Info If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer. API Enabled (API Enabled): A service that allows manual dialing of desktop application programming interface (API) integrations. SMS (Auto): A high-capacity North American Short Messaging Service (SMS) that interfaces with its outbound dialing systems. It offers both standard rate and Free-to-End-User (FTEU) dedicated common short code (CSC), long code, and toll-free SMS services that have complete mobile carrier coverage in both the United States and Canada.

• Call Direction: The value in this field determines whether the service launches calls (outbound), receives calls (inbound), or does both (blended).

• ACD mode: The value in this field determines the direction and type of the audio connection to adjust the audio path and/or the dialing behavior for the service.

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  title Options
  10DMT: Used to complete the configuration of the 10DMT service. Agent At Ready In: Used for the agents to dial a phone number to establish an audio path. Agent At Ready Out: Used for the agents to provide a Direct Inward Dialing (DID) number or an extension number when they log on to their desktops;  the platform then calls the same number to establish an audio path. Agent Call Out: The same as the Agent At Ready Out mode, except that in this mode, the calls are made for each individual connection as opposed to a persistent audio connection. HCI: Used to complete the configuration of the HCI service. Manual: Used for a manual service in which the system determines whether the service functions as the Agent at Ready In mode if the agent call-in number is populated or as the Agent At Ready Out mode if the agent call-in number is not populated.  No Acd: Used for the inbound, SMS, unattended, and whisper service types where an agent is not required (that is, the service does not contain the ACD module). Strict HCI: Used to complete the configuration of a strict HCI service. HTI: Used to complete the configuration of HTI service.

• 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 the platform. An 899 indicates VoIP. On a manual service a blank Agent Call In Number will result in the platform calling agents; if populated, agents will call into the platform. 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. 
  

  Note
  For international number dialing, the values in the Caller ID, Phone Number to TTS, Operator Phone and Agent Call In Number fields must be in the E.164 format. Phone numbers without a country code are validated using the Dialing Country of Origin field in the Client editor and treated as non-international numbers.

   

• 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.
  • 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 get the search result accordingly.
  • 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.
  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.