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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. While this data will not be presented to you if the inbound CNAM is blank or blocked, calls 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 Desktop, you can now select the new Remember Me checkbox to save your logon ID for a future logon. 

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 and receive messages while you are offline. 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

If you are a knowledge worker:

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

• You can now use a personal phonebook to which you can add your personal contacts.
  

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  Only you can access your personal phonebook.

  
  

• The timer now appears only when you are on a call.
• You can now view the 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. When the maximum number is reached and if another agent tries to log on, 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 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

Voicemail 2.0 now has the following enhancements:

• You can record or upload your own personal voicemail greeting from the agent desktop. This option is only available for the agent's personal voicemail. You will be able to record a greeting in the desktop or upload a max 2MB .wav file to use as their greeting.

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  To record or upload a personal greeting message, go to your personal voicemail box, and then use. If you do not record or upload a personalized greeting message, a default message is played to the caller.

  
  

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

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Visual Enhancements of Widgets on Extended Panel

Time Distribution Widget

The Time Distribution Widget now has the following enhancements:

• Productive time and the Not Ready time on the chart appear in blue and red, respectively.
• Timings on the chart appear in bullet format.

Term Code Distribution Widget

Colors are now changed for the Term Code Distribution widget.