- 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.
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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 to the agent. You can access voicemails through the Portal by navigating to Review > Agent Reports > Voicemail Recording Report. For more information about the Voicemail Recording Report, see the Voicemail Recording Report.
Agents and Administrative users can receive real-time voicemail (VM) notifications through email. You can check an email as an alternative to playing the voicemail on the agent desktop. The system supports voicemail notifications with the following options: - Email Only
- Email with Audio file
- Email with transcription text
- Email with both Audio file and transcription text
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- Contact the LiveVox Customer Care Team team to enable this functionality.
- You can enable email notifications at the service level (Inbound and Basic services that support inbound calls and voicemail) and at the agent level. The corresponding service or agent must have a valid email address to receive an email VM transcription.
- Voicemail is received in both the Agent Desktop and Email inboxes. Inbox management is independent of each other.
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- PIN - PIN is required to access group voicemail (digits only).
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A group voicemail PIN is not required with Voicemail 2.0. |
- 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.
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