LiveVox has primarily leveraged Session Initiation Protocol (SIP) Response Codes and timing patterns in order to perform Invalid and No Answer detection. While this approach provided highly accurate results in most scenarios, some Local Exchange Carriers (LEC) provided semi-ambiguous SIP Response Codes for some disconnected numbers. In order to avoid reporting valid numbers back to clients as invalid, which might trigger the automated removal of the number from their billing/CRM system, these ambiguous results are returned back as 'No Answer'. In an effort to improve our overall accuracy LiveVox has developed 'Enhanced Call Progress Analysis', or e-CPA, which requests and then analyzes carrier Early Media audio in addition to SIP Response Codes and timing patterns. 

Tens of thousands of calls were made during testing, with thousands being reviewed manually. Through a process of continual refinement and re-testing, e-CPA accuracy has been validated at better than 95%.

Setup Process

  • e-CPA is enabled by LiveVox. Contact the LiveVox Customer Care team at customercare@livevox.com to enable this feature.
    • As part of the setup, the Dial Timeout will be changed to 48000 milliseconds which is approximately 8 rings.
  • Due to the increased detection accuracy achieved through e-CPA, it is no longer necessary or advisable to requeue 'Invalid Phone Number' outcomes as the intra-day outcome is not likely to change. As such, once e-CPA is enabled, LiveVox Client Setup will update all dialing strategies to eliminate requeues on Invalid Phone Number results.
    • To review, navigate to the Strategy Manager by selecting the Strategy link from the Dialing Config drop-down menu from the navigation panel in LVP.
  • The Requeue option for ‘Invalid Phone Number’ should be blank (as shown below).
  • Upon implementation of e-CPA, an increase in the number of Invalid Phone Number results and a decrease in the number of No Answer results is likely. If you are removing Invalid Phone
    Numbers from your CRM application, this should be a short-lived increase. This is a function of e-CPA properly reporting many 'Invalid Phone Number' results where 'No Answer' was previously reported.
    • LiveVox strongly suggests that you remove Invalid Phone Numbers, as reported by LiveVox, from your billing/CRM system(s).
  • You may find that your connect rates have increased since your contact lists contain fewer invalid numbers. If you are using the ‘Lines per Agent’ or ‘Max CIP’ pacing modes on agent-based services, your pacing throttles may need to be adjusted downward to compensate for the increased connect rates. Failure to do so may result in an increase in the number of abandoned calls.
  • e-CPA is not intended for Manual, Inbound, HCI or Preview All services. However, upgrading to e-CPA will NOT negatively impact the use of those services.

LiveVox Customer Care Contacts

24 Hour Customer Care Line: (888) 477-3448
LiveVox Customer Care Email: customercare@livevox.com
This document is an unpublished work protected by the United States copyright laws and is proprietary to LiveVox, Inc. (“LiveVox”).  Disclosure, copying, reproduction, merger, translation, modification, enhancement, or use by anyone other than authorized employees, clients or licensees of LiveVox, and its affiliate companies, without the prior written consent of LiveVox, is prohibited.  This document is intended as a guide to assist users of systems provided by LiveVox, and does not constitute the provision by LiveVox of any legal or compliance advice.  Compliance by authorized clients or licensees of LiveVox with any and all applicable local, state, federal, or foreign laws and regulations is the sole responsibility of those authorized clients or licensees.  Further, features and services that rely on third Party performance are subject to the errors and omissions of those third Parties, over which LiveVox has no control.  LiveVox therefore disclaims any and all liability resulting from or arising out of any services supplied by or through any third Party vendor or any acts or omissions of the applicable third Party vendor.  Additionally, LiveVox makes no representations or warranties with respect to the accuracy of content supplied by Parties other than LiveVox.


 

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