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This document provides an overview of new features and enhancements to existing features of the LiveVox Agent Portal in the LiveVox U15 release.

New Features in LiveVox U15 Agent Portal 

This section describes the new features in the LiveVox <release version> release.

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Caller Name Display

You can now view the caller ID name (CNAM) for inbound calls. This data won't be presented if the inbound CNAM is blank or blocked. Even if the data is blank or blocked, calls get delivered to you.

Panel Resizing

In Agent Desktop, you can now resize the panels. You can redistribute the panels into a maximum of 50% / 50%. Note that a Voice Agent cannot resize any of the panels. A Digital Agent can resize all the tabs except the Voice tab. A Backoffice Agent or Knowledge Worker can resize all the tabs. The system will preserve the new panel widths in all tabs, even after logout and re-login.

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Remember Me

After you enter your credentials, you can now select the Remember Me checkbox to save your Login ID for next logins. Your password will not be saved.

Enhancements in LiveVox U15 Agent Portal 

This section describes the enhancements to existing features in the LiveVox U15 release.

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Chat History

You can now view the history of your chat with another agent even after you have logged out of your Agent Desktop. In addition, when you log on again, your contact list displays the names of those agents with whom you recently chatted.

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Limit on Maximum Number of Active Agents

You can no longer log on to the Agent Desktop when the maximum number of active agents that are logged on for an instance has already been reached. Once the maximum limit is reached for active agents and if another agent tries to log in, the system will display the following message: 'The maximum number of agents has been exceeded.  Please have your LiveVox System Administrator contact the LiveVox Customer Care team for assistance by email: customercare@livevox.com or phone: (888) 477-3448.'

You can now send and receive SMSes (mass and transactional) containing a Virtual Contact File (VCF).

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Voicemail 2.0

Below are the enhancements in Voicemail 2.0:

• You can now record or upload a personal greeting message (supported file format: .WAV). To record/upload a personal greeting message, go to your personal voicemail box. Click the cog icon () as shown below, you are presented with the Record Greeting window.

  

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  If you do not record a personalized greeting message, a default message is played to the caller.

  
  

• The date and time stamp for past and today's voicemails are displayed in the Voicemail section of the Inbox tab.