LiveVox Agent Sign-In Options

Agent Desktop Native

LiveVox supports the Agent Desktop Native (ADN) application. ADN is an installable application that is designed to enhance your experience by providing you with browser-independent access to the Agent Desktop. When signing in from the browser, you can download the ADN installation file from the below screen by clicking the Get The App link on your local machine.

For more information about ADN installation instructions, see the Agent Desktop Native Installation Infosheet in Product Documentation, or check with your manager.

Once you run the Agent Desktop Native application, the LiveVox Agent sign-in screen is displayed.

Agent Desktop

You can access the LiveVox Agent Desktop through a web browser using a URL. 

Check with your manager for the URL that is specific to your organization (for example, https://portal.na3.livevox.com/<Client Code>/AgentLogin).

Go to the LiveVox Agent Desktop URL of your organization.
The Agent Sign In window appears.


Sign In Process

  1. The Client Code is auto-populated when you log in using your Agent Login link.

  2. Specify your Login ID and Password.

    • The Login ID is your Agent ID. The password is case-sensitive.
    • You might be required to change your password upon sign in. See the Changing Your Password section for instructions on updating your password.
    • You can select the Remember Me checkbox to save your Login ID for next logins. Your password is not saved.
    • You can use the Clear option to remove your entered credentials.

  3. Click Next to sign in to the Agent Desktop.

    • If you cannot sign in, click the Clear button and try again.
    • If you exceed the account lockout threshold, your account is locked. You must contact your manager to unlock your account.
    • When enabled, your password might be set to expire after a set number of days.  If your password has expired see Password Expiration for steps on how to renew your password.
  4. After you log in to the Agent Desktop, select a service by clicking the Service drop-down menu.

Single Sign On (SSO)

The LiveVox platform supports SSO functionality when logging in through ADN or a web browser using a URL. The platform is identity provider (IdP) agnostic and built upon Security Authentication Markup Language (SAML) 2.0 and OpenID Connect (OIDC) standards. Currently, the platform has been implemented with the following SSO IdPs: Okta and Azure. LiveVox will update their IdP provider support list as others come onboard.

You must have your own IdP because LiveVox does not provide an IdP.

If you are logging in through SSO, the following screen (with an auto-populated client code) appears:

  1. Click the Next button. The IdP credential screen appears.
  2. Enter your credentials.
  3. Click the Sign In button. The second authentication screen appears.
  4. Send a Push notification to your device or enter the code for verification.
  5. After the second authentication, select a service by clicking the Service drop-down menu.

Establishing Audio Path

Depending on the type of service you select, you may have to follow different instructions to establish your audio, as presented on your screen.

Call Using Computer

  1. Select the Call using computer checkbox to establish an audio path using Agent Desktop.

  2. Click the Sign In button. The dial-in instructions screen is displayed. 

When you log in through the browser for the first time (or after clearing your browser cache), the browser prompts you to Allow or Block the use of your microphone. You must allow the use of a microphone for browser audio to be established. Also, be sure that your browser pop-up blockers are disabled, which can prevent you from seeing this prompt to allow you to use your microphone.

Call-In Instructions

For certain services, you might have to call into LiveVox to establish a persistent audio connection. If you are signing into such a service, you are prompted to call in. The below screen shows the sample of calls in instruction pop-up.

  • Each agent is assigned a unique PIN number. However, the call-in number is the same for any call center location.
  • When signing into the Agent Desktop, you can hear a beep sound which indicates that you are connected to audio.
  • If you are using a softphone to connect to LiveVox, see the LiveVox Communicator User Guide

Audio Path (Out)

You must populate this field only if LiveVox is calling you to establish an audio path. If you are unsure, check with your manager.

Click the Sign In button to log in to the Agent Desktop.

  • The Audio Path (Out) field is only editable by permitted agents. If you need access to this field, contact your manager.
  • If the Audio Path (Out) field is not configured by your manager, you cannot log on to Agent Desktop where the Audio Path (Out) is necessary.

If the call to establish your audio path fails, an error message is displayed. You can click the Reconnect or Sign Out button.