The LiveVox Agent Desktop allows you to use the manual system to manually enter an international (if enabled) phone number or a standard American phone number to call through a manual dial service. To use Manual dialing, you need to sign in using the Agent Sign-In screen and select an available Manual service from the Service drop-down menu. For more details on how to sign in, please review Accessing the LiveVox Agent Desktop section.

Once you are signed in to a Manual service, a manual dialing keypad is displayed.
After going into Ready state, you can input a standard 10 digit phone number or a maximum of 13 digits phone number for international dialing starting with '+'. Select and hold the 0 (zero) button, the + symbol gets entered which signifies an international dial. Alternatively, you can enter the + symbol using your keyboard. Click the Dial button to manually launch the call, as shown on the screen below. 

You must be in the Ready state to enter a phone number for manual dialing.  You cannot enter a number in the Not Ready state.

  • You might be prompted to enter an account number to dial.
  • The Account Number field does not support any special characters, except for @.
  • The account number can be case-sensitive or case-insensitive depending on the configuration. 
  • If you specify an invalid account number, an error message is displayed.
  • If you specify an account number that is not associated with a valid Zip/Postal code, you are prompted to specify a valid Zip/Postal code.
  • After you specify a valid Zip/Postal code, click OK to launch a call. A message notifying that the call was successfully launched is displayed.
  • If you are using the Knowledge Worker Agent Desktop, you are not required to enter an account number.
  • If you are using the Knowledge Worker Agent Desktop, you can view the last 100 interactions in the Call History section.

After the call ends, you can select the termination code from a list of termination codes before you wrap up the call.

If you are using the Knowledge Worker Agent Desktop, you are not required to enter an account number when initiating an interaction or a termination code when ending an interaction.