LiveVox Upgrade Prerequisites

This page contains the preliminary information that is intended to prepare you to use the U19 version of LiveVox, along with links to the release notes of the LiveVox User Portal and Agent Portal in the LiveVox U19 release.

• The User Portal refers to the administrative application of the LiveVox platform. The Agent Portal refers to the agent-facing application of the LiveVox platform.
• For information about the application programming interface (API), see the Developer Portal.
• For information about user roles and permissions, see Product Documentation.

• For this version of the LiveVox platform to function properly, you must permit traffic to and from the following websites:
  • *.livevox.com
  • googleapis.com (to download stylesheets on the LiveVox Portal (LVP))
  • *pendo.io (to share usage statistics with LiveVox and display notifications on LVP)
  • fonts-gstatic.com 
  • google-analytics.com (to share usage statistics on LVP)

• Unless stated otherwise, the latest version of the following browsers support LVP:
  • Chromium
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox
• Before you log in to LVP after it is upgraded, you must clear the cache, cookies, and history.

If your LVP is on the NA3 environment, and if you are upgrading from U12 to a later version, after the upgrade, your user portal and agent portal links change as follows: 

• https://portal.na3.livevox.com/<Client Code>
• https://portal.na3.livevox.com/<Client Code>/<AgentLogin>

TCP/UDP Port Requirements

LiveVox IP Address Ranges (Specific to Your Environment)

Logging in to LVP

To log in to LVP:

1. Go to the LiveVox login site by using a link whose format is similar to the following links, which LiveVox provides:
   • https://portal.na3.livevox.com/<Client Code>
   • https://portal.na4.livevox.com/<Client Code>
   • https://portal.na5.livevox.com/<Client Code>

2. Enter values in the following fields, and then click LOGIN.

   Field	Description
   Client Code	Client code provided by LiveVox.
   User Name	Your login ID.
   Password	Your password.

End of Support Announcements

The end-of-support dates for versions 11 and 10 are December 30, 2020, and August 30, 2020, respectively. LiveVox recommends that you migrate to the latest version of LiveVox.

• Custom JSP integration is not supported from U11. If you are still using a custom desktop, prior to the U16 upgrade, your desktop must be converted to the new Contact Center CRM Desktop that, in conjunction with Script, supports what had been previously supported through a custom integration. 
• The Agent Registration Microsoft-based .NET application is not supported since U12. If you are still using a custom .NET Agent Registration desktop, prior to the U16 upgrade, your desktop must be converted to the new LiveVox Agent Desktop Native (ADN) application.
• On U17 and later versions, LiveVox has discontinued support for Internet Explorer 11.

To request an upgrade, contact the LiveVox Customer Care Team.

Deprecation in Real-Time Reporting API

The following methods are deprecated:

• The Agent Event method has been deprecated in the U19 releases. You should use the Agent Event Feed method instead.
• The Call Event and Call Event Feed methods have been deprecated in U19. If you are planning to or are already using the Call Event or Call Event Feed methods, use the Interaction Event Feed method instead. To test the Interaction Event Feed method on U17, contact the Livevox Customer Care Team to enable it.

LiveVox Customer Care

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 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 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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