The Client editor allows you to set many dialing defaults used throughout the site and monitor campaign progress across the site. Service-level settings supersede client-level settings at the service level. All settings are adjusted through the a drop-down or checkbox unless otherwise noted. Expand below to learn more:
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- Client ID: The LiveVoxportal-assigned unique identifier code.
- Client Code: The LiveVox The portal-assigned company name identifier.
- Name: The client name, as displayed at the top of the LiveVox Portal (LVP)portal.
- Created By: The LiveVox resource that The name of the person who created your site.
- Last Modified By: The last person who adjusted a setting in the Client editor.
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The Billing tab of the Client window window enables you to view the billable platform features. Features Features that are enabled on your LiveVox Portal (LVP) portal display a green checkmark; those that are disabled display a red checkmark. Info |
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- To enable a feature, contact your Account team.
- Not all billable features appear on the Billing tab.
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General Channels Voice Channel: Enables the voice channel for communication between agents and customers. Info |
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You can assign the voice channel to an agent through the Channels tab of the Agent Details window. |
SMS Channel: Enables the Short Message Service (SMS) channel for communication between agents and customers. Info |
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You can assign the SMS channel to an agent through the Channels tab of the Agent Details window. |
Email Channel: Enables the email channel for communication between agents and customers. Info |
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You can assign the email channel to an agent through the Channels tab of the Agent Details window. |
Chat Channel: Enables the chat channel for communication between agents and customers. Info |
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You can assign the chat channel to an agent through the Channels tab of the Agent Details window. |
Messaging Channel: Enables WhatsApp and Facebook Messenger channels for communication between agents and customers.
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You can assign the WhatsApp and Facebook Messenger channels to an agent through the Channels tab of the Agent Details window. |
WFO - Agent Scheduling: Enables you to create shifts for your agents and then assign shifts to your agents.
- Advanced Agent Scheduling: Enables you to use the advanced options for agent scheduling, such as the Adherence dashboard and forecast history. For information about the Adherence dashboard, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Adherence Help. For information about forecast history, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Forecast History Help.
- Work Queue: Enables you to view e-learning, agent scheduling, and arbitration tasks.
- E-Learning: Enables you to access e-learning tools within the portal and manage e-learning content.
- Agent Assist: Enable you to access Agent Assist tools that use speech-to-text processing to help your agents with necessary information and guidance during interactions.
Speech IQ Recording - Call Recording: Enables you to record calls between your agents and customers.
- Screen Recording: Enables you to record screens during a call between your agents and customers.
Analytics Contact Management - Attempt Supervisor: Enables you to access Attempt Supervisor to set a limit for the maximum number of contact attempts to an account or a phone number, as part of the dialing compliance plan for a user.
- Accounts: Enables you to manage accounts and use them in association with contacts and tickets.
Designer Script: Enables you to create and manage the Agent Desktop experience by designing desktops for agents. It uses an interface that enables you to preview the Agent Desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (CRM) on the Agent Desktop and targeted scripts for guiding an agent to perform specific activities. Info |
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U-Script comes with the Designer Desktop, so you don't need a separate license. |
Customer Care - Ticketing: Enables ticketing.
- Knowledge Base: Enables the Knowledge Base portal.
UCaaS - Emergency Services: Enables your agents to make an enhanced 911 (E911) call.
- Meetings: Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application.
- Chat: Enables agents to chat with other agents.
- PBX: Enables the LiveVox cloudportal cloud-based hosted IP PBX (Internet Protocol-based Private Branch Exchange) service tailored for back-office users who do not want to rely on a Customer Premises solution.
Limits This section provides the view-only setting for platform limits. - Contact Manager Record Limit: Displays the configured Contact Manager Record Limit. The options are:
- 1 million
- 3 million
- 6 million
- 12 million
- 20 million
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- One million records is the default limit for all new portals.
- You cannot create new records in Contact Manager above the configured limits. A notification is displayed on the portal when you have reached or are approaching the limit. To update the Contact Manager Record Limit, contact the LiveVox Customer Care Team.
- LiveVox The portal charges clients based on the Contact Manager Record Limit. Charges apply for records above one million.
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Agent Licenses The Agent Licenses section provides the table (view-only) with the following counts for Active Agent, SMS, Email, and Chat Licenses. - Licenses: List of available licenses.
- Allotted: Number of allotted agents.
- Assigned: Number of assigned agents.
- Available: Number of available agents.
- Unique Agent MTD Login: The count of unique agent logins for the current month till date.
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Allows a view of the end-to-end configuration of inbound numbers (Number > Service > Message/Call Flow).
Phone Number: - Caller ID - Package ID: Allows users to select a CID package from the drop-down list. The package contains a list of toll free numbers, local caller ID numbers or a combination of both, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID. Clicking on the link next to the Caller ID - Package ID drop-down menu opens the CID Package section.
- Inbound Message: Selects the assigned inbound message. Clicking on the link next to the Inbound Message drop-down menu takes you to the Messages screen.
Inbound Phone: Search for, view, and edit inbound phone numbers and their mappings. Search options include: - Filter: Available options are: All, City, Inbound Number, and State.
- Search By: Available options are: Starts with, Contains, Ends with, and Regex.
- Number Type: Available options are: Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, and Personal voice mail.
- Routing URL: Allows users to select a Routing URL from the drop-down list when available.
- LCID Package: Allows users to select an LCID package from the drop-down list. The package contains a list of local caller ID numbers, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID.
- Status: Active or inactive.
- 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.
Double-clicking on the inbound phone number row opens the Edit Phone screen, which allows you to update the associated inbound service, status, and description of the inbound phone number. The Edit Phone screen displays the following options: - Inbound Number: Displays the phone number listed as the inbound number.
- Description: Optional field that allows users to add notes/description.
- Direct Line for Agent: Displays Displays the inbound phone number associated as direct line for an Agent. The associated Inbound number populates when the option is set up by the LiveVox Customer Care Team or you can search and assign the Inbound number as Direct Line by using the drop-down list.
- Number Type: Displays the number type for the phone number (possible values are Agent at ready in, Agent Direct Line, Callback, Caller id, Extension, Group voice mail, Inbound, Other, and Personal voice mail).
- Number Usage: Displays the usage of a phone number. The phone number usage can be associated to the following:
- Email: Select the Email option to assign the phone number to an email campaign.
- Mail: Select the Mail option to assign the phone number to a mail campaign.
- SMS: Select the SMS option to assign the phone number to an SMS campaign.
- Voice: Select the Voice option to assign the phone number to a voice campaign.
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| View the number usage type within the Phones editor. Only callback numbers with a number usage type of email are displayed during an email campaign export within Contact Manager. |
To re-assign Local Caller ID packages to a different Inbound Service, click the Associate Service button. To disassociate a service, select the inbound phone number row and click X under the Disassociate Service column to disassociate services from a number. The record you selected is highlighted in green. Once you select Save, the associated service is removed. |
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Standard Jobs Expand |
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| Zipped batched call recording job configuration is available from the Call Recording link. Zipped call recording job always generates records for the previous dialing day. Expand |
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| Tracks the standard call recording job and its status (success or failure). |
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| Zipped batched screen recording job configuration is available from the Screen Recording link. The zipped screen recording job always generates records for the previous dialing day. Expand |
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| Tracks a standard screen recording job and its status (success or failure). |
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Jobs Reporting jobs, their steps, and status are available from this section. You cannot edit or create new Reporting Jobs from here. |
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The Portal tab of the Client window window enables you to configure the settings for the Agent Desktop agent desktop and the LiveVox Portalportal. Agent Portal Settings: LiveVox Portal Settings - Click over this area to upload a new imageLarge Logo: Enables you to upload a unique icon add a large logo (200 pixels x 70 pixels) to your portal by using the Apply button. This icon appears on the top-left corner of your portal.
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Before you can upload an icon, ensure that it meets the following criteria: - Maximum size: 720 pixels (width) and 540 pixels (height)
- Minimum size: 128 pixels (width) x 36 pixels (height)
- Recommended size: 385 pixels (width) and 108 pixels height)
- Minimum resolution: 150 pixels per inch
- Recommended resolution: 300 pixels per inch
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- Small Logo: Enables you to add a small logo (32 pixels x 32 pixels) to the portal.
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To revert to the original image, use the Reset Image button. |
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Centralized control over security configuration options for both LiveVox Portal (LVP) portal users and agents. Single Sign On (SSO) LiveVox The platform allows login to LiveVox Products via 3rd party Identity Providers log in to the portal using 3rd party identity providers (IdP) (supports Okta). Using SSO administrative settings, permitted users can easily configure and manage Identity Provider identity provider settings. - Enable Single Sign On: Click on the slider to enable or disable the Single Sign On SSO functionality.
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- Once you have user/agent set up with valid emails, you can enable SSO.
- Email Attribute is case-sensitive.
- Emails sent must match exactly what is in the user or agent email field.
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- Authentication Standard: Login standard to use for single sign onSSO. Available options are as below:
- SAML: SAML is an acronym of the for Security Assertion Markup Language (SAML). This is the default option.
- OIDC: OIDC is an acronym of the for OpenID Connect.
General - Password Expire Days: Sets the number of days for the password expiration. Applies to both users and agents.
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| When implementing a password expire period for the first time, or reducing the number of days in the current period, all agents should be logged out to prevent any call interruption due to password expiration. In addition, if your portal uses any LiveVox Custom Applications of the portal Applications (Scripter, for example) or you are unsure if you have integrated these types of apps, reach out to your Account Management team before adding, removing or making any changes to the Password Expire Period, because this can interrupt any active LiveVox Custom Applications. |
- Max Failed Login Attempts LVP: Sets the number of password attempts after which the user is locked out
- Max Failed Login Attempts Agent: Sets the number of password attempts after which the agent is locked out
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| The value of Max Failed Login Attempts LVP and and Max Failed Login Attempts Agent must be between 1 and 9. Zero, null, and characters are invalid. |
- Password Reuse Restriction Count: Sets the number of previous passwords that the user or agent cannot reuse when resetting the password. The minimum and default value for this field is 4 and the maximum value is 25.
- Browser Session Security:- Requires users to log back in any time the browser is closed
- Password Strength: By using a password strength slider, you can configure the password strength to Medium, Strong, or Very Strong (left to right). Hover the mouse on the password strength slider to get the description about the password requirements.
- Admin Set Passwords Are Temporary: LVP users Portal users and agents must change the password on the first login or when updating the password by the permitted LVP userportal user.
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| If the permitted LVP users portal users change the password for their own user account, they are not prompted to change the password. |
Session Timeout You can enable or disable the session timeout parameters. - Browser Session Security: To ensure security, enable this parameter for the users and agents to login log in every time they launch the LVP portal in a browser.
- Inactivity Timeout: You can set the inactivity timer for intervals of 5 mins, 15 mins, 30 mins, 1hr1hour, 2 hrshours, or 1 day. After the lapse period of the inactivity timeout inactivity exceeds the timer interval, a warning message appears to the user or agent. You can stay logged in by performing some activity in any of the tabs.
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- If you have multiple tabs open, and you are working in one tab, the session remains active for all tabs. If all tabs are inactive, the session ends after it reaches the time duration set in the Inactivity Timeout field.
- This setting applies to users and agents.
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- Show Inactivity Warning (Agent/User): Set this parameter to display Inactivity an inactivity warning for users and agents before the session is timed out. For example, if you set 1minthe inactivity timer is set to 5 mins, a warning message appears one minute before the inactivity timer is activated and the user or the agent has to login must log in again.
- Maximum Session Timeout: You can set the browser session timeout for 5 mins, 15mins, 30 mins, 1hr, 2hrs, 1 day, or 7 days. This setting enables the user or the agent to stay in the session according to the setting The maximum time a session can stay active. After the maximum timeout is reached, even if you are active, the session is logged out and you must log back in. For example, if you set the Maximum Session Timeout to 2 hours, after 2 hours, the session is logged out automatically.
Subnet IP List of permitted IPs that can access the LVPportal. Permitted users can add/delete the IPs, as well as export files in .csv format. |
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The Settings tab of the Client window enables you to configure the settings for your contact manager, data retention, recordings, agent monitoring, and so on. General Settings - Service Groups: A selected checkbox indicates that you can view the monitor dashboard for service groups.
- Restrict Strategies Scope: A selected checkbox indicates that the dialing strategies are restricted to certain call centers or services.
- Language: Language displayed on the LiveVox Portal (LVP)portal. This field contains the following options:
- English (default)
Francais (French) Espanol (Spanish)
- Time Zone: Time zone used on LVPthe portal. LVP The portal supports the following time zones:
- AT = Canada/Atlantic
- ET = US/Eastern
- CT = US/Central
- MT = US/Mountain
- PT = US/Pacific
- AL = US/Alaska
- HI = US/Hawaii
- CHT = Pacific/Guam
- UK = Europe/London
CET = CET Info |
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For International dialing requirements, |
LiveVox the portal now supports your configured time zone. The configured time zone is reflected in the following sections of the portal: - Campaign upload scheduling input
- Campaign details actual start/end time
- Campaign template / Segmentation editor scheduling input
- Job History
- Schedule campaign job
- Contact timing
- Scheduled callback
- Service inbound tab
- Audit log/change history
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Dialing Country of Origin: Field for specifying the home country of the client. The following countries are supported: - United States of America
- Canada
- Mexico
- United Kingdom
- Columbia
- India
Ireland- Dialing Country of Origin: Field for specifying the home country of the client. The following countries are supported:
- United States of America
- Canada
- Mexico
- United Kingdom
- Columbia
- India
- Ireland
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The Dialing Country of Origin is a Client Level setting that allows you to choose your home country setting. Phone numbers are formatted according to the selected home country. Based on your client-level setting, phone numbers for the specified Dialing Country of Origin will be saved as local numbers for both the voice portal and agent desktop. Phone numbers not associated with your Dialing Country of Origin will be saved in the E.164 format. |
Contact Manager Settings - Contact Management: A selected checkbox indicates that Contact Manager, including all its features, is enabled.
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- You cannot modify this checkbox.
- This setting is not applicable for null accounts (that is, accounts with no account number).
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Contact Rules Contact Max Attempts Per Day: Maximum number of contact attempts that can be made on a unique account per day, regardless of phone numbers. The value 0 in this field indicates unlimited attempts. Note |
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The corresponding field value for a service (service-level value) takes precedence over this field value. |
Contact Max Phone Attempts Per Day: Maximum number of contact attempts that can be made on a unique account per day, regardless of phone numbers. The value 0 in this field indicates unlimited attempts. Note |
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The corresponding service-level value takes precedence over this field value. |
- Contact Max Attempts Lifetime: Maximum number of contact attempts that can be made on a unique account in a lifetime, regardless of phone numbers.
- Contact Max Phone Attempts Lifetime: Maximum number of contact attempts that can be made on a unique combination of account and phone number in a lifetime.
- Profile: Restriction policy used for contacting your customers.
KPI Settings Retention Settings Days of Screen Recordings: Number of days that screen recordings are retained on the LiveVox platform. Info |
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While you cannot modify the value in this field, the following options are available: 3, 15, 30, 45, 60, 90, 180, and 365 days. If If you want a different value, contact the LiveVox Customer Care Team. |
Days of Call Recordings: Number of days that call recordings are retained on the LiveVox platform. Info |
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You cannot modify the value in this field. |
- Days of Speech Analytics: Number of days that the Speech Analytics data is retained on the LiveVox platform. The default value in this field is 365. You can, however, change the value to a number between 45 and 3653.
Free days of call recording: Number of days that call recordings are available to you for free. The default value in this field is 15. Info |
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You cannot modify the value in this field. If you want a different value, contact the LiveVox Customer Care Team. |
Defaults - Strategy: Strategy used for contacting your customers.
- Requeue Strategy: Strategy used to requeue campaigns.
- AM Option: Answering machine option. This field contains the following options:
- Don't Leave Messages: If an answering machine is detected, no message is left and the call is disconnected.
- Leave Messages: If an answering machine is detected, a message is left.
- Transfer all Connections: Does not detect answering machines; all connections are transferred to agents.
- Voice: Voice talent used for Interactive Voice Response (IVR).
- Scrub: Communication mode for which the phone numbers in the campaign should be scrubbed when the campaign is built. This field contains the following options:
- None (default): No phone number is scrubbed.
- Wireless: Scrubs all wireless phone numbers so that all landline numbers are contacted.
- Landline: Scrubs all landline numbers so that all wireless phone numbers are contacted.
- Segmented Wireless: Enables you to use different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the same campaign. This is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of an account. That is, all wireless numbers from positions 1 through 15 are scrubbed.
- Quick Responsebook: Quick Responsebook for chat. A Quick Responsebook contains quick responses, which are common chat messages that your agents can send to customers when chatting.
Advanced Features - Segmentation: A selected checkbox indicates that the Segmentation feature is enabled.
- Report Only After All Retries: A selected checkbox indicates that campaigns are reported only after they complete re-attempts.
- Vertical: Business market (such as BPO or healthcare) based on which some optional features might be enabled. When you select the BPO option for the business market, you enable the optional Original Account Number field in Contacts. This field is typically used for an existing external account number from the original account issuer. When enabled, the Original Account Number field is included in searches within the Contact Flow Editor's Lookup module, the Agent Desktop’s Screen Pop display, and the Contact Lookup Report.
- Campaign Appends Allowed: A selected checkbox indicates that campaigns are allowed to be appended to an active campaign (that is, a campaign that is playing).
- Phone DNC Type: Type of Do-Not-Call option. This field displays one of the following values:
Shadow Audio Packages: Real-time audio stream package that allows LiveVox the portal to be integrated with third-party providers of speech analytics. Info |
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To enable Shadow Audio Packages, contact your Account Team. |
Record Owning Agent on Primary Channel: A selected checkbox indicates that the recording of a conversation between agents and that between an agent and a customer is enabled. Note |
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This feature is not supported for Shadow Audio Packages. |
Agent Monitoring - Monitoring Enabled: A selected checkbox indicates that you can listen to a call between your agent and customer in real time.
- Coaching Enabled: A selected checkbox indicates that you can listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
- Barging In Enabled: A selected checkbox indicates that you can voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.
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A Trusted Partner model allows two LiveVox of your portal sites to share data. A A partner is a LiveVox client of the portal that needs to have access rights to another LiveVox client of the portal to audit or measure that client's work. The Trusted Partners tab enables you to view which clients and user access levels within those clients can act as a partner. Info |
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| - The Trusted Partner tab is available only if the Trusted Partner add-on product is enabled. To see if the Trusted Partner add-on product is enabled for the portal, navigate to Configure > Services > Client > Billing > General section.
- To add partners to your site, contact your Account team or the LiveVox or the Customer Care Team. You can add partners across environments.
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Once the partner is added by LiveVoxthe portal, you (as a sysadmin) can view the widget for the partnered client with the icon. You need to approve the partnered client by clicking on the Approve button. To view the Approve button in the widget, hover the mouse on the widget. Note |
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| The partner must be added to both client sites and then that partnership must be approved by both clients. |
Clicking on the icon displays the details of the third-party company or another LiveVox partner of your portal that is set up for you. If you want to remove the partner, hover the mouse on the widget and click the Revoke button. You can also undo the revoke action by clicking on the Undo button. |
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The Voice Talents available to assign to campaigns are controlled here (Available Voices column). Moving a Voice to the right column (Selected Voices) does not make them truly available. The appropriate audio must be stored in that Voice's database for all of your phrases. Missing audio can result in calls prematurely disconnecting. Contact customercare@livevox.com to customer care team to enable voice talents for your site. |