General Settings Agent Desktop - Volume Control Enabled: A selected checkbox indicates that allows agents can to increase or decrease the volume of the microphone and microphone or customer volume, and to mute the microphone.
- ACD Scheduled Callback PH Readonly: A A selected checkbox indicates that agents cannot modify prevents agents from modifying the phone number when scheduling a callback.
- ACD Scheduled Callback: Contains the following options to indicate the conditions for a scheduled callback:If enabled, agents can schedule a future callback. callback Routes a scheduled callback
- Activates and routes to the service's pool of agents
assigned to a service Routes a scheduled callback - Activates and routes first to the
agent who scheduled the callback; if that agent is not available, the callback is routed to the - originating agent then to service's pool of agents
assigned to the service- if the original agent is unavailable.
- 3:
Routes a scheduled callback - Activates and routes only to the agent
who - that scheduled the callback.
- ACD PTP Enabled: A selected checkbox indicates that forces agents are prompted to specify the amount in the U.S. dollar to enter a dollar amount in a text box if an appropriate Promise to Pay termination code is selected.
Agent Desktop: Specifies the Agent Desktop that is assigned to the service. | Info |
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If you do not select a value in this field, your client-level or call center-Selects which predefined agent desktop is applied to this service. If Select One is displayed, your Client level or Call Center level ACD Agent Desktop is assigned to the serviceapplied. - Call Acceptance Enabled: A selected checkbox indicates that agents are required to accept calls.
- Default Agent Phonebook: Specifies the phonebook assigned to the service.
Call Acceptance Timeout (Sec): Specifies the number of seconds that an agent can wait before accepting a call. | Info |
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This value is applicable only if you have selected the Call Acceptance Enabled checkbox. |
Secure Credit Card Capture Message: Specifies the interactive voice response (IVR) message for payment associated with credit cards. Enables you to select a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option opens the Messages screen to view the selected message in the Contact Flow editor.
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You can no longer configure the Secure Payment Capture feature from Services >Settings. This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture contact the Customer Care Team to have this enabled or configured | | Info |
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- Select a value in this field only if the value in the Secure Credit Card Capture Mode field is Basic or Advanced.
To view a message, select the message in the field, and then click the ellipsis next to the field. |
- Secure Credit Card Capture Mode: Contains the following options to present the payment options for a credit card:
- Disabled: Indicates that no option for payment is available on the Agent Desktop.
- Basic: Indicates that an option for payment is available through the IVR and that the payment information is available on the Agent Desktop
Advanced: Indicates that an option for payment is available through the IVR; however, payment information is neither available on the Agent Desktop nor stored within the call recording. This option supports integration (through the Contact Flow) with web service payment gateways through which agents If you select Disabled (default), then credit card payment options are not presented using the agent desktop for payment processing. The Basic option allows for a credit card payment processing option using IVR where payment information is presented on the agent desktop. Sensitive payment information is not stored within the call recording nor is data logged. The Advanced option allows for a credit card payment process option using IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged. This option supports integration via Call Flow Editor with web service payment gateways. Agents can process various payment transactions (for example, one-time payment, recurring payments , or and future payments) that are processed using the payment gateway.Secure Check Capture Message: Specifies the interactive voice response (IVR) message for payment associated with checks. | Info |
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- Select a value in this field only if the value in the Secure Check Capture Mode field is Basic or Advanced.
To view a message, select the message in the field, and then click the ellipsis next to the field.Enables you to select a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option opens the Messages screen to view the selected message in the Contact Flow editor. - Advanced: Indicates that an option for payment is available through the IVR; however, payment information is neither available on the Agent Desktop nor stored within the call recording. This option supports integration (through the Contact Flow) with web service payment gateways through which agents Secure Check Capture Mode: Contains the following options to present the payment options for a check:
- Disabled: Indicates that no option for payment is available on the Agent Desktop.
- Basic: Indicates that an option for payment is available through the IVR and that the payment information is available on the Agent Desktop
If you select Disabled (default), then check payment options are not presented using the agent desktop for payment processing. The Basic option allows for a check payment processing option using IVR where payment information is presented on the agent desktop. The Advanced option allows for a check payment process option using IVR where payment information is not presented on the agent desktop. Sensitive payment information is not stored within the call recording, nor is data logged. This option supports integration using the Call Flow Editor with web service payment gateways. Agents can process various payment transactions (for example, one-time payment, recurring payments , or and future payments) that are processed using the payment gateway.- A transaction must
Priority Escalation Threshold (Sec): Indicates the time period, Setting in seconds , by upon which a the call receives the maximum priority (1). | Info |
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The transaction should linearly increase from its initial priority to the maximum max priority over the specified defined time period. A decimal value in this field is rounded off to the next integer.Priority should always be rounded to the closest integer. - Account Real-Time DNC: A selected checkbox indicates that Do Not Call (DNC) or Do Not Dial (DND) checks are enabled on manual services Select this checkbox to enable DNC/DND checks on Manual Services. This option is enabled by default.
- Show HCI Numbers: A selected checkbox indicates that the Human Call Initiator (HCI)numbers are displayed to the clicker agentSelect this checkbox to display HCI numbers to the Clicker Agent. This option is enabled by default.
- HCI-Select: A selected checkbox requires Select this checkbox to require two clicks to launch the call: first the selection of the number to be called, then the click on that number to launch the call.
Manual Dial Allowed: A selected checkbox indicates that If checked, agents can manually dial phone numbers or single-click contacts (on from the contact list widget) to contact numbers. However, calls continue to be routed through the automated system. | Note |
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To configure international manual dialing for your target country, contact Client Servicesthe Customer Care Team. |
- Voice Compliance Enabled: A selected checkbox indicates that the calls initiated by agents comply with the policies in the profile assigned to the service and agents must re-enter the 10-digit phone number on the contact widget before dialing the number. A cleared checkbox indicates that agents can initiate calls regardless of the profiles assigned to the service. This status is utilized for manual services that allow international calls to be made outside the default contact window of 08:00-21:00 local time.
- SMS Compliance Enabled: A selected checkbox indicates that the SMS messages sent by agents comply with the policies in the profile assigned to the service. A cleared checkbox indicates that agents can send SMS messages regardless of the profiles assigned to the service.
Retention Settings Days to Move Inactive Messages Back to Group Inbox: Specifies the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. This field contains the value 1 by default. You can, however, change the value. The maximum value that you can select in this field is 14. | Info |
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For a given email or SMS thread, this value is reset when any of the following events occur on the thread: - An agent replies.
- A message is received.
- An agent marks a message unread or read.
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- Include Weekends: This checkbox is cleared by default. If you want to To include weekends in the duration specified in the Days to Move Inactive Messages Back to Group Inbox field, select the checkbox.
Contact Rules - Contact Max Attempts Per Day - –Sets the maximum number of outbound dialing attempts to any phone number associated with an account per day. The default is zero. If null, the client level setting is applied.
- Contact Max Phone Attempts Per Day - – Sets the maximum number of times an Account+Phone can be attempted per day.“Account Management” functionality must be enabled for your site for this setting to take effect. The default is zero. If null, the client level setting is applied.
- Contact Max Attempts Lifetime - –Total amount of times you can attempt to contact a unique Account can be attempted.
- Contact Max Phone Attempts Lifetime - –Total amount of times you can attempt to contact a unique Account+ Phone combo can be attempted.
- Dialing Profile - Determines – Determines the Hours/State/Days/Area Codes to dial from your Profile editor.
Zip Area Mismatch –Enables the logic under which account zip code is compared to an area code and dialing is based on the rules set within the logic and the option chosen: | Expand |
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| title | Zip Area Mismatch Options |
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| - Off - – This feature is used to turn off the zip area mismatch feature.
- Dial-Time – Often referred to as Standard zip/area code mismatch
- If the area code and zip code for a record do not correspond to each other (i.e. a “mismatch”that is, mismatch), then the safe hours rule (11 AM – 9 PM ET) will apply applies and the mismatched records will be are dialed during this window.
- Dial-Time Optimized – Often referred to as Optimized zip/area code mismatch.
- If the area code and zip code for a record do not correspond to each other but fall into the same time zone, the system will respect respects that time zone’s dialing hours. If the area code and zip code for a record do not have the same time zone, the safe hours rule (11 AM – 9 PM ET) will apply applies and the mismatched records will be are dialed during this window.
- Dial-Time Overlay - enhanced – Enhanced zip area mismatch coverage to include all TZ's time zones between Atlantic (GMT - 4) to American Samoa (GMT -11).
- Start and End time for mismatch scenarios are dynamically set where the Start Time is based on the Westernmost Western-most open hours and the End Time is based on the Easternmost Eastern-most closed hours.
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| For Dial-Time and Dial-Time Optimized options, the Zip/Area code match functionality applies to the time zones for the 48 contiguous states of the USA including Canada (ET to PT). |
For detailed information on Zip Area Code Mismatch functionality, see the Zip Area Code Mismatch Protection document in LiveVox Product DocumentationUSA including Canada (ET to PT). |
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DNC Contact Group -– Associates a Contact Group with Group with a service, during dial-time. The The phone numbers associated with the Contact Group will be are restricted. The creation and association of Contact Groups are controlled are controlled in the Contacts manager and DNC editor respectively. If If the DNC Contact Group option is selected as All, the phone number will be the phone number is scrubbed for any calls launched for the Clientclient. | Note |
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| The DNC Contact Group option is applicable to the Dial-Time Phone DNC only. |
- Email Opt-In Message - – Select the email Opt-In message from the drop-down list. This selected message is used when you launch the email campaign is launched for the service.
- SMS Opt-In Message - Select the SMS Opt-In message from the drop-down list. This selected message is used when the SMS campaign is launched for the service. Some of the available LiveVox standard contact flows are: SMS Blast, SMS UAD Opt-In, SMS UAD Widget – Select the SMS Opt-In Message only to obtain a customer's consent to update the customer's opt-in status. This option should only be used with the SMS Consent Required flag.
- Email Consent Required - – When selected, the email consent is required from the customer, before you do any email communication done on the service.
SMS Consent Required - – When selected, the SMS consent is required from the customer, before you do any SMS communication done on the service. | Tip |
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| - Email or SMS Opt-In messages are created from the Message editor.
- Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options.
- Email or SMS Opt-In messages can be sent even if the suppression list has the entries.
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- Inbound Email message: Selects the inbound message template for inbound email.
- Inbound SMS message: Selects the inbound message template for inbound SMS.
- Inbound Chat message: Selects the inbound message template for inbound chat.
Inbound Messaging Message: Message template for inbound WhatsApp messages.
KPI Settings - Service Level Seconds – Specified number of seconds an inbound call must be answered within by an agent to be in SLA compliance (on Dashboards and Inbound Service Efficiency report this setting is the Service Level setting).
- Service Level Formula – Service – Service Level Formula used as default. Details for each formula are available via using the link next to this field.
Defaults - Voice ID - – Default voice talent for campaigns assigned to the service.
- AM Option - – Default answering machine detection setting for the service.
- Leave Messages - Detects – Detects answering machines and leaves a message.
- Transfer all Connections - Answering – Answering machine detection is off. Passes all connections to agents.
- Don't Leave Messages - If – If an answering machine is detected, no message is left and the call is disconnected.
- Scrub: Allows you to scrub all wireless phone number, all landline number, or segment numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required Select the required option from the drop-down menu and the available options are as given belowfollows:
Call Recording - Call Recording Enabled – When checked, all conversations with an agent logged into the LiveVox platform ACD are recorded.
- Call Recording Bitrate - Refers to the audio resolution (kilo bits per second). Available options are: 16, 32, 64. The default setting is 16-bit. ; however, you can select 32-bit and 64-bit can be selected if required for Speech Analytics integration.
- Record External Transfers – External transfers are defined as any transfer to a 10-digit number. When checked, LiveVox will continue recording the platform continues recording a call transferred to an external party until the call is terminated. If NOT checked, LiveVox will end the platform ends the call recording when a call is transferred to an external party.
- Days Of CallRecordings - Call Recordings – This is a view-only setting. If it If it shows to be set to be set to Select One, then the service will respect respects the client level level Days of CallRecording Call Recording configuration.
Advanced Features - Leave No Messages – Allows predictive campaigns to default to disconnect upon answering machine detection.
- Append Campaigns Report at End of Day- – Reports campaigns at the end of the day. When disabled, campaigns report when out of disabled records, which would prevent records from being appended from that point when the Campaign is stopped. (The add/append records to active campaigns functionality requires the use of the Campaign API. Please contact LiveVox Client Services, if questionsContact the platform client services team for more information.)
Caller ID Source ID – Determines what default value is used as the pulsed Caller ID for the service. | Expand |
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| title | Caller ID Source ID options |
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| - FIXED: Using one of the service’s static options from the Phones tab.
- LOCAL CALLER ID: Using the local caller ID package assigned.
- FILE BASED CALLER ID: Using a certain value assigned to the individual account in the input file.
- SUBCLIENT CALLER ID: Using a number from one of the service’s “practices"practices.
- ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign.
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- Operator Phone Source ID – Determines the default number source used when bridging whisper Whisper agents. Defines Defines the default CID of Manual dials. See the drop-down options list in the Caller ID Source ID definition.
- Callback Phone Source ID – Determines where the default phone number left in messaging comes from. See drop down options See the dropdown list in the Caller ID Source ID definition.
- Chat Routing Token - Unique identifier that routes incoming chat to a service.
Shadow Audio Packages - Allows association at the service level to the configured real time audio stream package. Select the desired package from the drop-down list (will be available only if 3rd third-party speech analytics is configured). | Tip |
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| - Shadow Audio Package (Real Time Audio Stream package) allows integration with 3rd third-party speech analytics providers, such as Castel, Call Miner, and NICEand NICE.
- Contact Client Services the platform client services team to enable and configure the Shadow Audio Packages.
- If the Shadow Audio Packages is set to Select One for the particular service, then the client level Shadow Audio Package will be Package is applied for the service.
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- Inbound SMS Code: Short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service. If the service is used for WhatsApp, the value in the field indicates the WhatsApp number for routing inbound WhatsApp messages.
Email Settings |
