Page History

UI Enhacements

This version provides enhancement enhancements for the existent components across the voice portal:

• Added support for collapse/expand functionality.
• Added support
  • Is Draggable
  • Is Rezisable
  • Hide on Esc
  • Close button (top-right corner).
• Added click handlers on tabs to allow binding actions to them.

Object Ids

with Object Names in Drop-downs

This feature adds a new user config option provides a new option to display the object Id in drop-down lists across the voice portal.  On the GUI Settings menu select Show Object ids with Object Names in dropdowns in the GUI settings screen.  When it's checked all dropdown drop-downs.  When checked, all drop-down menus will show the id Id of the each option listed. This  This option is by default unchecked. This only applies to drop-down lists where the text names and IDs are different (i.e. this is not applicable for drop-down lists such as rates, versions, etc.).

Hidden IDs

When unchecked,

Display IDs

When checked,

Improved Visibility of the

Help Panel

Previously, on any page of the Voice Portal, Since previous versions, users could access context-sensitive the help panel by clicking the arrow icon on the upper right corner of the screen.

With this version, users can access the context-sensitive help by clicking the question mark icon on the upper right corner of the screenThis version enhances the visibility of the help panel by changing the arrow icon to a question mark. Click on Help to access the help panel Image Added.

List Return

Support for the Phone Lookup

Module

With this version,

additional list return functionality within the phone

lookup

module provides an improved experience for customers in multi-phone match scenarios.  This

offers added support for list return where there may be more than one Phone ANI match within Contacts.  This is especially helpful when the caller has more than one account

.  This feature includes:

• Up to 5 matches for the Phone lookup can be returned as a Contact match.
• A configurable Multi-Match Prompt Phrase can  which can be configured to relay to the caller that there are multiple matches for their phone number.
• A new call flow event connector for MultiMatch can  which can then be configured to prompt the caller to enter their account number for further validation.

The Phone Lookup Module  uses The phone lookup module uses a support_multiple_records flag for backward compatibility.

This version of LVP makes the voice portal makes the ACD Mode option when option, when Service Type HCI is selected as a selected, a read-only field in the Services editor.

Service Inbound SMS & Inbound Email Message

This Inbound  Inbound Email message and  and Inbound SMS message options  options are now exposed in the the Settings tab  tab of the Services editor, under Contact rules. These options select the inbound message template that will be applied to inbound email or SMS.

 

Normalized Custom Columns in Report Writer 

This version of

the voice portal normalizes custom columns in Report writer.  Enhancements include:

• Shows Contact instead of Account and Account Details in Table option.
• Renamed ACCT_TRANSACTION  to Transaction.
• Renamed ACCT_CALL_ATTEMPT_RESULTS to Interaction.

Previously,

With this version,

New Values in Segmentation Editor

With this version, two new values are added under manage criteria setting of the Segmentation editor. Navigate to Config>Campaigns>Segmentation>Manage Criteria>Add Criteria to utilise the following fields for creating Contact source criteria:

• Dialed in last 'x' days - Allows users to include accounts that have been dialed within a specific window, day, or within a number of days/weeks/months.
• Dialed in last 'x' days for Livevox Result - Allows users to include accounts that have been dialed within a specific window, day, or within a number of days/weeks/months, and had a specific result. (Livevox Result drop-down is only visible for Dialed in last 'x' days for Livevox Result field).
  
  

Append Handling with Priority

Previously, records sent via the Append Campaign Record feature were prioritized based on the target service dialing sort. 

Appended records generally fell into two categories:

1. Append "normal records" to an ongoing campaign with normal priority.
2. Append "hot records" to an ongoing campaign where Priority dialing is required immediately.

With this version, enhanced campaign append functionality is now available where the service level dialing sort can be superseded for priority record handling allowing appended campaign records to be handled with priority over existing campaign records.  

Select Allow Append is a service level setting configured via work order request.  Allow Append must be enabled at the service level and campaign or campaign template levels to enable this feature. 

Call Recording Speech Analytics

With this This version , introduces new Call Recording provides speech analytics which provide transcription and sentiment analysis after a recording is complete. This allows for post-call analysis. The Call Recording report provides a transcription which displays the customer and agent conversation. Sentiment Analysis is also provided with the new Neutral Neutral bar. The bar position will display the overall sentiment of the call, varying from an unsatisfying experience to a satisfying experience from left to right.

Integration of PDAS

This version now provides integration of PDAS to LVP.  Clients who are subscribed to PDAS are now able to access PDAS within their LiveVox Voice Portal.  the voice portal. This is displayed in the the Billing  tab tab of the Client editor:

The integration allows users to access all PDAS functions and features within LVP the voice portal without having to open a different webpage.

 

Further enhancements:

• Expired blocks under the DND tab are now retained for 60 days instead of 14 days.   This enhancements allows Users users to better track and audit historical blocks on PDAS.
• Users are now able to configure PDAS rules with Phone+Contact Group restrictions.
• Rules created in PDAS for PDASfor phone numbers can be associated to multiple Contact Groups.

 

Note
Only Phone Numbers can be restricted with a Contact Group association.

 

Email/SMS

Channels Configuration

Fields 

With this version, for This version provides enhanced Email/SMS functionality for agents. For complete setup support of Email/SMS configurations the following fields are now exposed to users.

Channels Tab

• For any SMS Engine configurations exposed the following:
  • Authorization Key
  • Authorization Id
  • Authorization password

Email Channel options:

SMS Channel options:

Image Removed

Agent Inbox

Multi-Channel Configuration

Previously, inbound SMS and Inbound Email were not routed to agents.  This version provides:

• Ability to assign the unassigned/unread SMS and Email to the agent.
• Ability to check the SMS and Email Queue for the agent.
• Ability to reply back to the SMS or Email.
• Ability to provide result/status to the conversation.

SMS, Email and Chat response is provided with an optional channel for agents. Agents can be assigned these channels via Agent Desktop editor.

Once assigned, agents

can handle Email, SMS or Chat response so long as they log into the service

wherethese messaging channels are configured to route to. 

• Inbound Email routing is based on associating the domain to a service.

• Inbound SMS routing is based on where the originating

• outbound SMS is launched from.

• Inbound Chat routing is based on what service the Chat Routing Token is assigned to.
• Services with SMS, Email or Chat configured,

• require an associated

• inbound Email,

• inbound SMS or

• inbound Chat Message template selected in the Settings tab of the Services editor.