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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 While this data will not be presented to you if the inbound CNAM is blank or blocked. Even if the data is blank or blocked, calls get will still be delivered to you.

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Panel Resizing

If you are a digital agent or a knowledge worker, you can now resize the panels

on the Agent Desktop. 

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Remember Me

Checkbox

When logging on to the Agent DesktopAfter you enter your credentials, you can now select the new Remember Me checkbox to save your Login ID for next logins. logon ID for a future logon. 

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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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Knowledge Worker Desktop

On Knowledge Worker desktopIf you are a knowledge worker:

• You are now automatically logged in on to your Desktop without authentication if only a single service is assigned to you.

• You can now use a personal phonebook

  in

  to which you can add your personal contacts.

   This phonebook is accessible only to you

  
  

  Note
  Only you can access your personal phonebook.

  
  

• The timer now appears only when you are on a call.
• You can now view the recent last 100 interactions in the Call History section. 

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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  When the maximum limit number is reached for active agents and if another agent tries to log inon, the system will display the following message appears: '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^{Image Modified} or  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 now has the following enhancements:

• You can now record or upload a personal greeting message (supported file format: .WAV).

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  To record

  /

  or upload a personal greeting message, go to your personal voicemail box

  . Click the cog icon (Image Removed) as shown below, you are presented with the Record Greeting window

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

  
  

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

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• Visual Enhancements of Widgets on Extended Panel