Audio Path

When configuring agent details, the Audio Path (Out) field is optional. 

If the Audio Path (Out) field is not configured for agents who do not use the Call Using Computer option, they cannot log in to the Agent Desktop.

Configurable Caller ID

Knowledge Worker agents can use their configured Direct Inward Dialing (DID) number as the Caller ID when using the Manual Dial outbound services. 

STIR/SHAKEN Support

STIR stands for Secure Telephony Identity Revisited and SHAKEN stands for Signature-based Handling of Asserted information using toKENs.

STIR/SHAKEN is a framework of protocols and policies intended to combat illegal caller ID spoofing on public telephone networks. Illegal Caller ID spoofing is used by robocallers to mask their identity or to make it appear that the call is from a legitimate source, often a nearby phone number with the same area code and exchange, or from well-known agencies.

LiveVox provides STIR/SHAKEN support including digital signatures for outbound dialing, as well as the processing of inbound digital signatures. STIR/SHAKEN was completed in compliance with the requirements of the TRACED ACT and in conjunction with the broader telephony network infrastructure.

Inbound Calls

You can configure inbound calls received through the LiveVox Agent Desktop to relay the Verification Status (VERSTAT ) of those calls. For more information, see the STIR/SHAKEN Support section of the Early Adoption Release Notes - Agent Portal (U17) page.

  • This functionality requires configuration in both the Contact Flow Engine and the Agent Desktop.
  • Inbound STIR/SHAKEN support is available as of the U17 platform version release.

Outbound Calls

When calling from the LiveVox platform (where the transport carriers and devices support STIR/SHAKEN) the call recipient receives a translation of the LiveVox digital signature providing additional verification of the calling party and caller ID. 

Outbound STIR/SHAKEN support is available in all production platform versions (U11+).

  • When an outbound call is placed to and received by an Android device, the "Number Verified"  message is visible on the main screen.
  • When an outbound call is placed to and received by an iPhone device, a grey checkmark is visible in the Recents (Call History) screen.

Voice Monitor Dashboard

The voice monitor dashboard on the Monitor tab has the following enhancements:

  • You can monitor additional metrics on the voice monitor dashboard and define their threshold range for alerts on the dashboard.
  • You can drag a widget to where you want it on the dashboard.
  • If you changed the view of a widget from graphical to tabular or vice versa and then refreshed the page, the new view is retained.
  • The height of the Agents widget in the tabular view is increased to display more agents in a single view.
  • You can filter agents by their state on the Agents widget.
  • When viewing the Call Recording Report of an agent through the Agents widget, you can access the agent's multimedia recordings.
  • The height of the Service Monitor widget in the tabular view has been increased to display all statistics without the need to scroll through the widget or go to the next page within the widget.