Agent Licenses

In the Agent editor, the License tab now allows you to assign the following products to your agents:

  • Customer Relationship Management (CRM)
  • Script
  • Ticket
  • Quality Management (QM)       
  • Screen Capture
  • Customer Satisfaction (CSAT)

To see the list of enabled products for your agent, navigate to the Agent Licenses section under the Billing tab of the Client window. 

Change User Password

You can now change the password by providing the previous password, specifying the new password, confirming the new password, and clicking Save. This option is available only if the user is changing the password through the Edit User option in the drop-down menu in the upper-right corner.

When Single Sign On (SSO) is enabled, you do not have the option to add or change the password for a user or agent.

Change Agent Password

Agents can now change the password by providing the previous password, specifying the new password, confirming the new password, and clicking OK. This option is available only if the Agent is changing the password through the Edit User option in the drop-down menu in the upper-right corner.

When Single Sign On (SSO) is enabled, you do not have the option to add or change the password for a user or agent.

Human Call Initiator (HCI) - Select

HCI-Select is an outbound dialing mode that is identical to HCI except that the agent first selects—using a click—a  particular phone number from a menu of phone numbers, and then clicks again on that number to launch the call.  In this way, the agent selects the number to be called.  HCI-Select requires two clicks to launch the call: First, select the number to be called, then click on that number to launch the call.

The HCI Select feature provides the compliance safeguards of HCI while also meeting state-specific requirements. This feature allows agents to manually select phone numbers for state-specific compliance while maximizing the efficiency of outbound outreach. 

To enable HCI-Select on the LiveVox Portal, navigate to Configure > Services >Services > Settings tab and enable the HCI-select checkbox.

Help in the LiveVox Portal

You can navigate to the LiveVox Help Center using the LiveVox icon in the upper-right corner of the LiveVox Portal. The Help Center also contains a link to the LiveVox product documentation site.

Designer in the LiveVox Portal

You can navigate to the Designer Desktop using the LiveVox icon in the upper-right corner of the LiveVox Portal. 

Session Timeout

You can configure session timeout parameters for users and agents on LVP. Session timeout is the time during which a user does not perform any action on LVP and remains idle. Session timeout parameters include Browser Session Security, Inactivity Timeout, Show Inactivity Warning, and Maximum Session Timeout. Users or Agents who are in the "Not Ready" state or are not performing any action will be considered inactive. A User or an Agent will be prompted with a warning message and they will have the option to stay logged in if required. You can find the Session Timeout configuration on the Configure > Client > Security tab.

For more information, see the Client - Security tab.

Single Sign On (SSO)

SSO allows you to log on only once and have access to different applications. It provides the following advantages:

  • Mitigates the risk of access to third-party sites by requiring additional security steps. 
  • Enables users to remember and manage fewer passwords and usernames for each application.
  • Streamlines signing on and using applications. You don't have to re-enter passwords.

The LiveVox Platform allows you to log on using a third-party identity provider (IdP). Currently, the LiveVox Platform supports Okta. In future releases, the LiveVox Platform is planning to support other IdPs. You can easily configure and manage the Okta settings to manage SSO. Contact the LiveVox Customer Care Team to request that they enable SSO functionality on your site. 

You need to have your own IdP as LiveVox does not provide any IdP.

Support for Universal Time Coordinated (UTC) 

LiveVox Platform supports UTC as a system time zone. UTC allows application deployment anywhere across different geographical locations.