Provides the ability to offer extension-based routing for inbound callers to reach specific agents who are assigned the LiveVox extensions as configured in the Agents window.

The Agents window appears when you click Agents > Agents on the Configure tab of the LiveVox Portal.

Message Properties

Display NameDescription
Extension Prompt Phrase The prompt played at beginning of the module to ask for an extension number.
Extension Invalid Phrase The prompt played if the user entered an invalid extension number.
Extension No Input Phrase The prompt played if the user did not enter any extension number.
Operator Transfer Prehold Prompt PhrasePrompt to be played back before the transfer hold. And will be played in its entirety.
Operator Transfer Hold Phrase Prompt to be played back during transfer hold.

Advanced Properties

Display NameDescription
Extension Max No match PhrasePrompt to play back if an invalid entry for extension number reaches max retries.
Extension Max No input PhrasePrompt to play back if no entry for extension number reaching max retries.
Extension Max RetriesThe max number of retries for extension number entry.
Number Minimum LengthDefine the number entered minimum length.
Number Maximum LengthDefine the number entered maximum length.
Variable to Store the NumberDefine the variable to store the extension number.
Contact Type for Screen Pop
Agent Hold Prompt PhrasePrompt to be played back during transfer hold for an agent.
Hold Menu Main Prompt PhraseHold menu to be played back to the customer during a call on hold.
Hold Menu Invalid Prompt PhrasePrompt to be played back if a customer enters an invalid key during the hold menu.
Hold Menu Noinput Prompt PhrasePrompt to be played back if customer not entering anything during hold menu.
Hold Menu Max Error Prompt PhrasePrompt to be played back if invalid / no input reaches max errors.
Call Recording Menu Prompt PhrasePrompt to be played back if the call is being recorded for the customer.
Hold Menu Start Time (in seconds)Time to start hold menu time after transfer being made.
Hold Menu Repeat Interval (in seconds)Interval to repeat hold menu (in seconds).
Hold Menu Max RetriesMax retries for customers to re-enter the keypress.
Classification IDDefine Classification ID.
Agent ID ValueAgent ID.
Agent Logon ID ValueAgent Logon ID Value.
PriorityPriority Escalation.
Agent VM NumberDefine agent voicemail number.
VM Transfer Prehold MessagePrompt to be played back before VM transfer.
VM Transfer Hold MessagePrompt to be played back to the customer during the call is on hold for VM transfer.

Connectors

For information on the module connectors, see Understanding Connectors.