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Guides
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Platform Guides

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LiveVox Admin Guides

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LiveVox Agent Guides

User Guides

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titleWelcome to the LiveVox User Hub!

The LiveVox User Hub contains helpful information about how to use LiveVox, features, training resources, and other key assets that help you use the LiveVox platform more effectively. 



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Guides



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Administrative User Guides

Learn about the features and tools on the LiveVox platform and understand how to use them to navigate and manage the LiveVox Portal.

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Agent Guides

Understand the guidelines for accessing and using the LiveVox Agent Desktop.

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User Roles and Permissions

Learn about the profiles and permissions available to access various sections of the LiveVox Portal.


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References



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Release Notes

Learn about the new features and enhancements to existing features of the LiveVox Admin User and Agent Portals.

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Infosheets

Learn everything about a product, feature, or topic in a single document.

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LiveVox System Status

Understand the operational state of the LiveVox platform components.


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Training



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Introduction to LiveVox Portal

Learn how to log into the system, navigate the LiveVox Portal, and discover valuable resources to help you along the way.

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Supervisor Basics

Become acquainted with how to efficiently manage your agents day-to-day in the LiveVox Portal.

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Agent Basics

Learn how to access and use the LiveVox Agent Desktop.




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titleLiveVox U13 - GA version

The LiveVox U13 version was released in October 2020 with new features that help reduce talk time, improve customer experience, and expand multichannel risk mitigation. If you have not upgraded yet, contact the LiveVox Customer Care Team to take advantage of the new features and other updates on the latest version of the LiveVox Portal.



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titleLiveVox Customer Care
If you have any questions or suggestions, or if you are facing any issues accessing content, contact the LiveVox Customer Care Team at customercare@livevox.com.
Guide

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Designer Guide

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PDAS GuideRelease Notes 
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titleU14 Early Adoption Release Notes
  • Newtablink
    aliasU14 Early Adoption Release Notes
    urlhttps://docs.livevox.com/display/TH/LiveVox+U14+Early+Adoption+Release+Notes
  • Newtablink
    aliasU14 Early Adoption Release Notes PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%20U14%20Early%20Adoption%20Release%20Notes.pdf?api=v2
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titleU13 Release Notes
  • Newtablink
    aliasLiveVox U13 Release Notes
    urlhttps://docs.livevox.com/display/TH/LiveVox+U13+Release+Notes
  • Newtablink
    aliasLiveVox U13 Release Notes PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%20U13%20Release%20Notes.pdf?api=v2
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titleU13 Early Adoption Release Notes
  • Newtablink
    aliasU13 Early Adoption Release Notes
    urlhttps://docs.livevox.com/display/TH/LiveVox+U13+Early+Adoption+Release+Notes
  • Newtablink
    aliasU13 Early Adoption Release Notes PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/U13%20Early%20Adoption%20Release%20Notes.pdf?api=v2
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titleU12 Release Notes
  • Newtablink
    aliasLiveVox U12 Release Notes
    urlhttps://docs.livevox.com/display/TH/LiveVox+U12+Release+Notes
  • Newtablink
    aliasLiveVox U12 Release Notes PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%20U12%20Release%20Notes.pdf?api=v2
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titleU11 Release Notes
  • Newtablink
    aliasLiveVox U11 Release Notes
    urlhttps://docs.livevox.com/display/TH/LiveVox+U11+Release+Notes
  • Newtablink
    aliasLiveVox U11 Release Notes PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%20U11%20Release%20Notes.pdf?api=v2
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titleU10 Release Notes
  • Newtablink
    aliasLiveVox U10 Release Notes
    urlhttps://docs.livevox.com/display/TH/LiveVox+U10
     
  • Newtablink
    aliasLivevox U10 Release Notes PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%2010%20Client%20Facing%20Release%20notes.pdf?api=v2
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titlePDAS Release Notes
  • Newtablink
    aliasPDAS v.10.0
    urlhttps://docs.livevox.com/display/TH/PDAS+v10.0
     
  • Newtablink
    aliasPDAS v.10.0 PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%20PDAS10%20Client%20Facing%20Release%20notes.pdf?api=v2
  • Newtablink
    aliasPDAS v.11.0
    urlhttps://docs.livevox.com/display/TH/PDAS+v11.0
     
  • Newtablink
    aliasPDAS v.11.0 PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%20PDAS11%20Client%20Facing%20Release%20notes.pdf?api=v2

To access Release Notes for earlier versions, see the

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aliasRelease Notes
urlhttps://docs.livevox.com/display/TH/Release+Notes
 page.

LiveVox System Status Page

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aliasLiveVox System Status Page (PDF)
urlhttps://docs.livevox.com/download/attachments/3506327/LiveVox%20System%20Status%20Page%20Infosheet%20V2.pdf?api=v2

Quick Reference Documents

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titleAdding Append Records to Active Campaigns
  • Adding-Appending Records to Active Campaigns (U12)
  • Newtablink
    aliasAdding-Appending Records to Active Campaigns (U12) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Adding%20Appending%20Records%20to%20Active%20Campaigns%20%28U12%29.pdf?api=v2
  • Adding-Appending Records to Active Campaigns (U11)
  • Newtablink
    aliasAdding-Appending Records to Active Campaigns (U11) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Adding%20Appending%20Records%20to%20Active%20Campaigns%20%28U11%29.pdf?api=v2
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titleAgent Desktop Native Installation
  • Agent Desktop Native
  • Newtablink
    aliasAgent Desktop Native Installation PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Agent%20Desktop%20Native%20Installation%20Infosheet.pdf?api=v2
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titleCNAM Control and Administration
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titleCall and Screen Recording
  • Call and Screen Recording Infosheet (U12)
  • Newtablink
    aliasCall and Screen Recording Infosheet (U12) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Call%20and%20Screen%20Recording%20Infosheet%20%28U12%29.pdf?api=v2
  • Call and Screen Recording Infosheet (U11)
  • Newtablink
    aliasCall and Screen Recording Infosheet (U11) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Call%20and%20Screen%20Recording%20Infosheet%20%28U11%29.pdf?api=v2
  • Call and Screen Recording Infosheet (U10)
  • Newtablink
    aliasCall and Screen Recording Infosheet (U10) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Call%20and%20Screen%20Recording%20Infosheet%20%28U10%29.pdf?api=v2
  • Call and Screen Recording Infosheet (U9)
  • Newtablink
    aliasCall and Screen Recording Infosheet (U9) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Call%20and%20Screen%20Recording%20Infosheet%20%28U9%29.pdf?api=v2
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titleLocal Caller ID Infosheet
  • Local Caller ID Infosheet (U11)
  • Newtablink
    aliasLocal Caller ID Infosheet (U11) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Local%20Caller%20ID%20Infosheet%20%28U11%29.pdf?api=v2
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titlePassword Management Infosheet
  • Password Management Infosheet (U12)
  • Newtablink
    aliasPassword Management Infosheet (U12) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Password%20Management%20Infosheet%20%28U12%29.pdf?api=v2
  • Password Management Infosheet (U11)
  • Newtablink
    aliasPassword Management Infosheet (U11) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Password%20Management%20Infosheet%20%28U11%29%20V2.pdf?api=v2
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titleCanadian Dialing Hours
  • Canadian Dialing Hours
  • Newtablink
    aliasCanadian Dialing Hours PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Canadian%20Dialing%20Hours.pdf?api=v2
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titleEnhanced Call Progress Analysis (e-CPA)
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titleSecure Payment Capture
  • Secure Payment Capture Infosheet (U11, U12)
  • Newtablink
    aliasSecure Payment Capture Infosheet (U11,U12) PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Secure%20Payment%20Capture%20Infosheet%20%28U11%2C%20U12%29.pdf?api=v2
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titleVoicemail
  • Newtablink
    aliasVoicemail 2.0
    urlhttps://docs.livevox.com/display/TH/Voicemail+2.0
  • Newtablink
    aliasVoicemail 2.0 PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Voicemail%202.0.pdf?api=v2
Expand
titleZip Area Code Mismatch Protection
  • Newtablink
    aliasZip Area Code Mismatch Protection
    urlhttps://docs.livevox.com/display/TH/Zip+Area+Code+Mismatch+Protection
  • Newtablink
    aliasZip Area Code Mismatch Protection PDF
    urlhttps://docs.livevox.com/download/attachments/3506327/Zip%20Area%20Code%20Mismatch%20Protection.pdf?api=v2

User Roles and Permissions

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titleLiveVox U13
  • Newtablink
    aliasUser Roles and Permissions U13 Power Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U13.0+Power+Users
  • Newtablink
    aliasUser Roles and Permissions U13 Lite Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U13.0+Lite+Users
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titleLiveVox U12
  • Newtablink
    aliasUser Roles and Permissions U12 Power Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U12.0+Power+Users
  • Newtablink
    aliasUser Roles and Permissions U12 Lite Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U12.0+Lite+Users
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titleLiveVox U11
  • Newtablink
    aliasUser Roles and Permissions U11 Power Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U11.0+Power+Users
  • Newtablink
    aliasUser Roles and Permissions U11 Lite Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U11.0+Lite+Users
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titleLiveVox U10
  • Newtablink
    aliasUser Roles and Permissions U10 Power Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U10.0+Power+Users
  • Newtablink
    aliasUser Roles and Permissions U10 Lite Users
    urlhttps://docs.livevox.com/display/TH/User+Roles+and+Permissions+U10.0+Lite+Users

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News

The presentation, recording, and tip sheet from LiveVox’s March 25th, 2020 client-exclusive webinar, COVID-19: Keep Agents Productive and Connected are now available at the following location: COVID-19 Guidance. For more information on shifting your agents to a work-from-home environment, please contact your Account Manager.

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Recording and presentation from client-exclusive webinar on at-home agent options with LiveVox are available for view by clicking here (https://bit.ly/2U14N7F). If you have any questions or would like to explore your own options for remote agents, please contact your Account Manager.

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U11 Release:

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Did you miss our latest Learning Lab? Click here to view assets from our latest event and learn how clients are driving real performance lifts with LiveVox's CRM functionality.

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A sneak peek of our latest release LiveVox [U11] is now available! Our Product Leaders  highlight some of the exciting capabilities on LiveVox [U11]. Some of the key features on this release include advancements in campaign segmentation, agent desktop efficiency capabilities, touch screen applications, and more. To view assets from the event, click here: https://bit.ly/2MrlsgG

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Click here to watch our on-demand webinar and other [U10] asset.

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LiveVox CEO, Louis Summe, alongside product leaders, Boris Grinshpun, Paul McGee, and Charley Eaton, described how the LiveVox [U] Series provides clients with a practical path to evolving their operations from primarily voice strategies to ROI-driven digital engagement.

See assets from the webinar by clicking here.

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Training

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Agent Training                      
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User Training
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Advanced Training
Note
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Please contact Customer Care team at customercare@livevox.com with any problems accessing content, questions, or suggestions.