Welcome to the SmartReach platform, where you have everything you need to transform your contact center's performance. The setup and configuration of your SmartReach portal should have been completed by the SmartReach's implementation team who will also lead you through the implementing the SmartReach portal. 

In this section, we will show you to manage clients, call centers, services, and business units, and also record audio calls and screen actions.

SmartReach Implementation Information

The SmartReach implementation team configures the basic features for you to get started on LVP including the basic inbound and outbound features of LVP. 
The initial configuration for inbound voice includes configuring telephone numbers, Direct Inward Dialing numbers, and toll-free numbers. SmartReach also configures one inbound service. For additional information about the inbound voice configuration, contact your SmartReach customer care team. For more information about the inbound voice features, see Inbound Voice. 
The initial setup for outbound voice includes the configuration of the following services:

• Human Call Initiator (HCI)
• Quick Connect (QC)
• Unattended
• Manual
• Preview (Optional)
• Human text Initiator (HTI) (Optional)

For more information about the outbound voice features, see Outbound Voice.

Depending on your feature set, LVP also configures the following:

• One input filter from your contacts. 
• Enables the Attempt Supervisor feature. 
• For SMS Campaigns, you must provide the short code or a long code or toll-free number and then SmartReach creates one single SMS message template for outbound message.
• For Email campaigns, you must provide a production domain email. SmartReach creates one single email template.

SmartReach configures the following additional items:

• Configures up to five agents.
• Enables the Call Recording feature.
• Configures two standard reports – Call Detail Report and Call Recording Report 
• Imports customer contacts into Contact Manager
• Creates up to ten termination codes. 
• Configures screenpop for the agent desktop. 

In addition, SmartReach assists you in the configuration of the following features of LVP, provided they are enabled for your client: 

• Chat: SmartReach enables the Chat channel and creates one chat contact flow for one service.
• Single Sign-On (SSO) for User and agent authentication to simplify the login process: SmartReach assist with the setup, configuration, and testing of Single Sign-On in your primary portal for your internal staff only with identity provider of AzureAD or OKTA using OIDC for single sign on.
• Contact Center CRM: SmartReach assists with the configuration of a one Agent Desktop with Designer including Home Bar, Contact Section, and Work Queue options. 
• Script: SmartReach helps you with provisioning of scripting environment, provides access to designer script configuration. 
• Ticket: SmartReach provides access to ticketing configuration with pre-defined ticket attributes.
• Quality Management (QM): SmartReach sets-up single assessor work queue and eLearning portal.
• Screen Recording: SmartReach sets up screen recording if it is enabled for you.
• Unified Analytics: SmartReach helps you in the configuration of Unified Analytics.
• Speech IQ: SmartReach helps you in the configuration of Speech Analytics portal.
• Knowledge Center: SmartReach enables one Knowledge Center Portal and one administrator user.
• Real-Time Wallboards: SmartReach enables Enable Real-Time Wallboard application and provides an overview of Wallboards.
• BusinessPhone PBX: SmartReach helps in setting up BusinessPhone PBX after obtaining all your requirements and specifications.
• Workforce Management Adapter (WFM):SmartReach sets up and configures historical data for one portal.