Services Help

Service

• Service ID: A unique identifier that is assigned by LiveVox.
• Name: Name of the service.
• Call Center: The call center in which the service is organized.

Service Type

• Service Type: Type of the service. This value determines the available options for ACD Mode and Call Direction. The associated cloud profile appears in parentheses, next to the name.

  Service Type Options

  • Basic (Auto): A blended multi-channel service that supports inbound and outbound interactions and contains the following features:
    • Outbound and inbound voice
    • Attended voice campaigns
    • Email and SMS campaigns
    • Two-way email, SMS, and chat communication

    • Click-enabled voice, email, and SMS (with the purchase of U-CRM)

      The Basic service runs through LiveVox's automated queuers and does not support the following features:

      • Preview All campaigns
      • HCI or 10DMT campaigns
      • Unattended voice campaigns
      • Whisper voice campaigns

  • HCI (HCI): A service in which an agent (that is, a clicker agent) manually launches a call.

    If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer. 

  • HTI (HTI): The Human Text Initiator (HTI) service enables agents (Clicker Agents) to manually launch text messages.
    

    • For assistance with an HTI configuration, contact the Account Team.
    • The HTI service enables agents other than Closer Agents to reply to SMS messages. Closer Agents are not required to launch the SMS messages.
  • Inbound: A service that receives and directs callers using a designated Interactive Voice Response (IVR). IB services can be configured to route to agent teams, to certain outbound services using service groups, to themselves using service routing, to voicemail boxes, a self-service IVR, or a combination of these.
  • Manual (Manual): A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The same agent handles the call.
  • Preview All (Preview): A human-initiated service that presents the telephone number to an agent who can choose to either click the number to launch the call or skip the number. The same agent handles the call.
  • Quick Connect (Auto): An automated outbound service that immediately connects live answers with an available agent.
  • Unattended (Auto): An automated outbound service that immediately connects with an IVR application. Regardless of the responses provided, the called party cannot be connected to an agent. 
  • Whisper (Auto): An automated outbound service that immediately connects with an IVR application. Based on the responses provided, the called party can be connected to the agent through an inbound voice.

  • 10DMT (Manual): A human-initiated service in which an agent must manually enter all ten digits of a telephone number on the keypad to launch a call. The agent is unable to copy and paste any numbers into the keypad. If the agent enters an incorrect number, the number is ignored and the screen remains unchanged until the agent enters the correct number. The call is launched when the agent enters the correct number.

    If a consumer answers the call, the call is routed to the closer agent, who speaks with the consumer.

  • API Enabled (API Enabled): A service that allows manual dialing of desktop application programming interface (API) integrations.
  • SMS (Auto): A high-capacity North American Short Messaging Service (SMS) that interfaces with its outbound dialing systems. It offers both standard rate and Free-to-End-User (FTEU) dedicated common short code (CSC), long code, and toll-free SMS services that have complete mobile carrier coverage in both the United States and Canada.
• Call Direction: The value in this field determines whether the service launches calls (outbound), receives calls (inbound), or does both (blended).

• ACD mode: The value in this field determines the direction and type of the audio connection to adjust the audio path and/or the dialing behavior for the service.

  Options

  • 10DMT: Used to complete the configuration of the 10DMT service.
  • Agent At Ready In: Used for the agents to dial a phone number to establish an audio path.
  • Agent At Ready Out: Used for the agents to provide a Direct Inward Dialing (DID) number or an extension number when they log on to their desktops; LiveVox then calls the same number to establish an audio path.
  • Agent Call Out: The same as the Agent At Ready Out mode, except that in this mode, the calls are made for each individual connection as opposed to a persistent audio connection.
  • HCI: Used to complete the configuration of the HCI service.
  • Manual: Used for a manual service in which the system determines whether the service functions as the Agent at Ready In mode if the agent call-in number is populated or as the Agent At Ready Out mode if the agent call-in number is not populated. 
  • No Acd: Used for the inbound, SMS, unattended, and whisper service types where an agent is not required (that is, the service does not contain the ACD module).
  • Strict HCI: Used to complete the configuration of a strict HCI service.
  • HTI: Used to complete the configuration of HTI service.

The Change History tab contains a table with the history of all changes made to the service. 

• Configure Hours: Provides options to configure the hours of operations for the selected service.
• Add Absolute Date: Allows you to configure the hours of operation for a specific date.
  Using Absolute date, the Inbound hours can be configured for a particular day.
• Delete: Deletes the configured date.

The Messaging section contains the inherited filter, input filter, contact flow results rule set and the list of Properties section. You can add (Add Property button), delete the property (select the property and click the Delete icon), and edit properties (double click on the property). You can also lookup a property by selecting Lookup Properties button. The properties are maintained by LiveVox and should not be edited unless you know explicitly what you are doing. For Inbound Services the message is located in the Phones tab (Inbound Message). 

• Inherited Filter: Displays the client level default or the filter that will be used, if nothing is specified in the Input Filter field.
• Input Filter: Displays the service level default which supersedes the inherited or client-level Input Filter default.
• Contact Flow Results Rule Set: Displays the Rule Set associated with the given Contact Flow of the given message that is assigned to the service.

• Phone to TTS – The number used in answering machine messages for text to speech (TTS).
• Operator Phone – The number used when dialing using extensions rather than DIDs. For Manual Services, the Operator Phone will act as the Caller ID. 
• Inbound Message - The message associated with the inbound service.
• Agent Call In Number – The number agents are prompted to dial when using Agent at Ready ACD mode to establish audio pathway to LiveVox. An 899 indicates VoIP. On a manual service a blank Agent Call In Number will result in LiveVox calling agents; if populated, agents will call into LiveVox. Clicking on the link next to this option will open Agent Call In Number Configuration screen to view the Agent Call In number or Agent Call In Number Group, depending on the option which is selected.
• Caller ID - Package ID – Allows user to select a CID package from the drop down list. The Caller ID packages can consist of Local CID, Toll Free numbers or a combination of both. Clicking on the link next to the Caller ID - Package ID drop down menu will open the CID Package section.
• Voicemail - When checked, it allows callers to leave a voicemail for a group with a corresponding contact flow using the VM module via Contact Flow Engine.
• PIN - PIN is required to access group voicemail (digits only).
• Caller ID List – Displays the phone numbers that will appear on call recipient’s Caller ID display. Set the default phone number by double-clicking in Default column and selecting Yes option. Add new number using the Add Caller ID button and delete existing number using the Delete Caller ID button. Campaigns using CID (Caller ID) or File-Based caller ID will not use this number.
  • Outbound calls can be configured with customized CNAM (Caller NAMe) information (the alphanumeric description displayed on the Caller ID interface for consumers (or businesses)). This field supports 15 printable ASCII characters (A-Z, 0-9).
• Inbound Phone - Inbound phone section will be displayed only if the inbound service was selected from the Services drop-down. This section allows to search for and view inbound phone numbers and their mappings.
  • Filter: Filter option will filter the search result by City, Inbound Number, or State.
  • Number Type: Number Type will filter the search result by Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, and Personal voice mail.
  • 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.
  • Search By: Options available are Starts With, Contains, Ends With, Regex.
  • Status: Select between Active and Inactive Status and click the search icon to get the search result accordingly.
  • LCID Package: Allows user to select a CID package from the drop-down list. The package contains a list of caller ID numbers, any one of which is designed to be displayed on a call recipient’s caller ID.
  Double-clicking on the inbound phone number row opens the Edit Phone screen which allows you to update the Description, Direct Line for Agent, Number Usage, State, City, and Status of the inbound phone number. Edit Phone screen also shows associated entities with the package. Use filter option to specify the search according to Agent (Audio Path), Agent Call In Group, Agent Phonebook, LCID Package, Message, or Service (Caller ID Pool).
  To re-assign Caller ID packages to a different Inbound Service click the Associate Service button. This opens the Associate Service screen. Select the inbound phone number row and click Disassociate Service to disassociate services from a number. The record you selected will be highlighted in green. Once you select Save, the record is removed.

Agent Preview Settings tab will only be visible only if the Service Type is 'Preview All (Preview)' or 'Preview All (API Enabled).

• Preview Mode - Allows to enable preview all option and force agent's acknowledgment before launching a call.
• Preview Manual Allowed - Allows agents to dial a 10 digit number manually on a Preview call.
• Preview Timeout - The number of seconds an agent has to confirm, manually enter (if enabled) or skip an account, while in preview before the Preview Default Action occurs.
  Preview Skip Allowed - Allows agent to skip an account in preview and move to the next account. The preview default action of Skip can still occur when agent skip ability is disabled.
• Preview Confirm Dial - Allows to control the level of human intervention required before the call is launched. Available options from the drop-down include:
  • Select One - Single click confirmation
  • Dial Button - Secondary confirmation of the number
  • 10 Digit Entry - 10 digit manual entry
• Preview Auto Completion - Agents are presented with the next account once all loaded numbers from the previous account have been dialed. The Preview Manual Allowed must be enabled to disable this feature.

View and select the preferred routing method being service, service groups or agent teams.

Using the cog icon in the upper right-hand corner, you can specify which attributes to display. You can search for specific entries using a text entry in the Search for tool or by using the Filter menu and selecting search using the magnifier icon. Options available under Filter:

• Active: Agents with a check in the Active box (may log in).
• All: Every agent regardless of active/inactive/locked status.
• Inactive: Agents without a check in the Active box (may NOT log in).
• Locked: Agents that entered an incorrect password in excess of the site's configured limit (may NOT log in).
• Agent Team: Agents assigned to a specific agent team.

General Settings

• Contact Timing: Type of restriction (for example, curfew only) for contacting the numbers in the campaign.

• Dialing Sort: The sequence in which the numbers in a campaign are contacted.
  

  Options

  • Consecutive: Uses the order in which the contact records in a campaign are loaded.

  • Contact name: Orders the numbers by time zones, followed by the first name of the customer, and then dials numbers in alphabetical order (that is, from A to Z).

  • Default: Orders the numbers by attempts (lowest first), followed by the start time of the area code (that is, Eastern Time, followed by Central Time, Mountain Time, Pacific Time, and so on), and then the order in which the contact records were loaded.
  • Inverted consecutive: Uses the reverse of the order in which the contact records in a campaign are loaded (that is, from the last record to the first record).

  • Midpoint consecutive: Starts dialing from the midpoint of the list in the campaign file toward the bottom of the list, followed by the top of the list until the midpoint.

    Example

    If a campaign file contains 10 records, dialing begins from the sixth record through the tenth record, followed by the first record through the fifth record, where the dialing ends.

  • Contact name - no area code: Uses the Contact name sequence, except that the time zone sorting is ignored.
  • Campaign round robin: Sorts by a contact record's relative position in a campaign, followed by the campaign ID. This sequence proportionately uses the contact records across all active campaign (that is, campaigns that are playing). Within each campaign, the sequence of the record is maintained based on the order in which the record appeared in the original input file.
• Cycle Sort Daily: Cycles through the account sequencing (dialing sort) methods on a daily basis.
• Is Cross Requeueable: A selected checkbox indicates that the campaigns associated with the service can be requeued to other services within the same call center.

Agent Desktop

• Volume Control Enabled: A selected checkbox allows agents to increase or decrease microphone or customer volume, and to mute the microphone.
• ACD Scheduled Callback PH Readonly: A selected checkbox prevents agents from modifying the phone number when scheduling a callback.
• ACD Scheduled Callback: If enabled, agents can schedule a future callback.
  • 0: Scheduled Callback is disabled.
  • 1: Activates and routes to the service's pool of agents.
  • 2: Activates and routes first to the originating agent then to service's pool of agents if the original agent is unavailable.
  • 3: Activates and routes only to the agent that scheduled the callback.
• ACD PTP Enabled: A selected checkbox forces agents to enter a dollar amount in a text box if an appropriate Promise to Pay termination code is selected.

• Agent Desktop: Selects which predefined agent desktop will be applied to this service. If Select One is displayed your Client level or Call Center level ACD Agent Desktop will be applied.

• 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.

  This value is applicable only if you have selected the Call Acceptance Enabled checkbox.

• Secure Credit Card Capture Message: Allows the selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Contact Flow editor. 
  

  Secure Payment Capture fields are no longer supported for the configuration of the Secure Payment Capture feature from here (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the Customer Care Team to have this enabled or configured.

• Secure Credit Card Capture Mode: If Disabled is selected (default), then no credit card payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a credit card payment processing option via IVR where payment information will be presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged.  The Advanced option allows for a credit card payment process option via 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 will have the ability to process various payment transactions (For example, one-time payment, recurring payments and future payments) that are processed via the payment gateway.

• Secure Check Capture Message: Allows selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Contact Flow editor. 

• Secure Check Capture Mode: If Disabled is selected (default), then no check payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a check payment processing option via IVR where payment information will be presented on the Agent Desktop. The Advanced option allows for a check payment process option via 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 will have the ability to process various payment transactions (For Example, one-time payment, recurring payments and future payments) that are processed via the payment gateway.

• Priority Escalation Threshold (Sec): Setting in seconds upon which the call will receive the maximum priority (1). The transaction should linearly increase from its initial priority to max priority over the time period defined. Priority should always be rounded to the closest integer. 

• Account Real-Time DNC: A selected checkbox enables DNC/DND checks on Manual Services. This option is enabled by default.
• Show HCI Numbers: A selected checkbox displays HCI numbers to the clicker agent. This option is enabled by default.
• HCI-Select: A selected checkbox requires two clicks to launch the call: first the selection of the number to be called, then click on that number to launch the call.

• Manual Dial Allowed: If checked, agents can manually dial phone numbers or single-click contacts from the contact list widget. However, calls continue to be routed through the automated system.

  To configure international manual dialing for your target country, contact the 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.

  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
• Include Weekends: This checkbox is cleared by default. If you want 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 a unique Account can be attempted.
• Contact Max Phone Attempts Lifetime - Total amount of times a unique Account+ Phone combo can be attempted.
• Dialing Profile - 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:

  Zip Area Mismatch Options

  • 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”), then the safe hours rule (11 AM – 9 PM ET) will apply and the mismatched records will be 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 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 and the mismatched records will be dialed during this window.
  • Dial-Time Overlay - enhanced zip area mismatch coverage to include all TZ's 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 open hours and the End Time is based on the Easternmost closed hours.

  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 Documentation.

• DNC Contact Group - Associates Contact Group with a service, during dial-time. The phone numbers associated with Contact Group will be restricted. The creation and association of Contact Groups are controlled in Contacts manager and DNC editor respectively. If DNC Contact Group option is selected as All, the phone number will be scrubbed for any calls launched for the Client.

  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 the email campaign is launched for the service.
  • SMS Opt-In Message - Select the SMS Opt-In Message only to obtain a customer's consent to update their 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 email communication done on the service.

  • SMS Consent Required - When selected, the SMS consent is required from the customer, before SMS communication done on the service.

    • Email or SMS Opt-In messages are created from 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.
  • 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 Level Formula used as default. Details for each formula are available via 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 answering machines and leaves a message.
    • Transfer all Connections - Answering machine detection is off. Passes all connections to agents.
    • Don't Leave Messages - 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 wireless phone numbers from a campaign file during build time. Select the required option from drop-down menu and the available options are as given below:
    • None (0): This is the default option and if selected no scrub occurs.
    • Wireless (1): Scrubs all wireless phone numbers so that all landline numbers can be dialed.
    • Landline (2): Scrubs all landline numbers so that all wireless phone numbers can be dialed.

    • Segment Wireless: Scrubs all wireless phone numbers from positions 1-15 and place them starting at position 16.

      If the scrub option is selected as Select One (Null) for the particular service, then the client level Scrub option will be auto-populated for that particular service when manually loading the campaign.

Call Recording

• Call Recording Enabled – When checked, all conversations with an agent logged into the LiveVox ACD are recorded.
• Call Recording Bitrate - Refers to the audio resolution (kilo bits per second). Available options: 16, 32, 64. The default setting is 16-bit. 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 call transferred to an external party until the call is terminated. If NOT checked, LiveVox will end call recording when a call is transferred to an external party.
• Days Of CallRecordings - This is a view-only setting.  If it shows to be set to Select One, then the service will respect the client level Days of CallRecording 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 Campaign API. Please contact LiveVox Client Services, if questions.)

• Caller ID Source ID – Determines what default value is used as the pulsed Caller ID for the service.

  Caller ID Source ID options

  • 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"
  • ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign.
• Operator Phone Source ID – Determines the default number source used when bridging whisper agents. Defines the default CID of Manual dials. See drop down options 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 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 (will be available only if 3rd party speech analytics is configured).

  • Shadow Audio Package (Real Time Audio Stream package) allows integration with 3rd party speech analytics providers such as Castel, Call Miner, and NICE.
  • Contact Client Services to enable and configure 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 applied for the service.
• 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

• IB Email Domain: Unique email address for routing inbound emails to the service.
  

  You do not need to create separate domains for each inbound email inbox because inbound emails are routed to services based on email addresses instead of domains. Multiple services can share the same domain in the email addresses, which are used as routing tokens.

The list of termination codes assigned for the service are available to view. See the Termination Codes editor in the Navigation panel for details.

Term Code Enabled – When checked, makes term codes visible to agents.

1. Select a service to copy from the list of services.
2. Click Copy Service. Only copy QC Services to create another QC Service, Manual Services to create another Manual Service, etc. Do not copy Inbound Services.
3. Add the new service name.
4. Click Copy.
5. Click Save.
6. Go to the Phone Numbers tab.
7. Update associated phone numbers (see Phone Numbers section above for details).

1. Double click the service from the list of services.
2. On the General tab, from the Call Center dropdown, select the call center where you want to relocate the service.
3. Click Save.

If a campaign has not been run for the service in the past 90 days, you can remove it by selecting the service and clicking the Delete icon.