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To make/receive calls, agents must be able to log in and dialing services must be available. To add new agents:

  • Select Add from the Agents section. This opens the Agent screen.
  • Fill in the agent information under Info tab:
    • Agent ID: (cannot edit) An internal LiveVox reference number.
    • Logon ID: Unique name used by agent when logging in.
      • May only include letters a-z, numbers 0-9, underscore (_) and dot (.).
      • Please do not exceed 20 characters.
    • Email/SIP Address: Agent's email or SIP address if applicable.
    • First/Last Name: Descriptor of agent.
    • Password: Depending on the set password strength, a password must be a minimum of 8 or 12 characters containing at least 1 digit, 1 letter, and 1 special character (not required for medium password strength). Also, the password cannot match one of the previous four passwords.
    • Re-type Password: When adding or editing an agent you are required to validate the new password in this field.
    • Wrapup Time: Length of time allowed in Wrap Up mode between calls.
      • Agents with a defined wrap up limits will be placed back into "Not Ready" status after the time elapses. Calls, where agents are forced out of wrap up will be terminated with a generic Operator_Transfer result.
      • The default value for Wrap up Time is Unlimited, which allows agents to remain in wrap up mode until they select a termination code.
    • Audio Path Out: Displays the agent's phone number.
    • Agent Team: Select the agent team for the agent.
    • Home Agent: When checked, the agent can change the phone number at login.
    • Extension: Displays the agent extension if applicable. Extensions are 3-7 digits.
    • Active: When checked, the agent is allowed to log in.
      • Security and Password Management.
        • Password management features include enforcing proper password robustness, locking the account after maximum failed attempts, and enforcing password expiration.
      • Unique Agent Check.
        • To prevent duplicates the system verifies if the agent Login ID has been previously used when adding new agents.
    • Voicemail: When checked, it allows to leave a voicemail for the agent with the corresponding call flow using the VM module via Call Flow editor.  
    • Voice Channel: Assigns voice channel to the agent (checked by default).
    • SMS Channel: Assigns SMS channel to the agent, allowing the agent to handle SMS responses from the agent desktop.
    • Email Channel: Assigns Email channel to the agent, allowing the agent to handle Email responses from the agent desktop.
    • Chat Channel: Assigns Chat channel to the agent, allowing the agent to handle Chat responses from the agent desktop.

    • Direct Line for Agent: An inbound phone number that will be used as agent direct line. To search for and assign the inbound number as a direct line, select the link next to the field. Search for All or specific Number Type, then select the desired inbound number. Clicking on the X icon will de-assign the number.

      Contact the LiveVox Customer Care Team if you require a new phone number added to use as agent's direct line.

    • The Scheduled Callback tab allows you to view and adjust the schedule of future callbacks for a specific agent. See the Managing Scheduled Callbacks section for more information.
    • Last Login: Displays the agent's last login date and time.
    • Last IP: Displays the last IP used by the agent.
  • For detailed information about the Agent Skill Mapping tab, see the Agent Skill Mapping section.
  • The Change History tab tracks and displays the changes made to the agent profile.
  • For detailed information about the Service Mapping tab, see the Agent Service Mapping section.
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