Client Help

The Client editor allows you to set many dialing defaults used throughout the site and monitor campaign progress across the site. Service-level settings supersede Client-level settings at the service level. All settings are adjusted through the drop-down or checkbox unless otherwise noted. Expand below to learn more:

Client settings explained (by tab):

Client ID - LiveVox-assigned unique identifier code.
Client Code - LiveVox-assigned company name identifier.
Name - Client name, as displayed at the top of the LiveVox Portal (LVP).
Created By - LiveVox resource that created your site.
Last Modified By - Last resource that adjusted a setting in the Client editor.

Breakdown of current call centers and basic composition.

Displays all recent adjustments made using the Client editor.

The Billing tab of the Client window enables you to view the billable platform features. Features that are enabled on your LiveVox Portal (LVP) display a green checkmark; those that are disabled display a red checkmark.

To enable a feature, contact your Account team.
Not all billable features appear on the Billing tab.

The following table describes the billable features.

Section	Feature	Description
General	Encrypted Fields	Enables you to modify the label of up to five dedicated encrypted fields for the Contact entity.
General	Trusted Partners	Enables you to add trusted partners to your LVP. A Trusted Partner model allows two LiveVox sites to share data between each other.
Channels	Voice Channel	Enables the voice channel for communication between agents and customers. You can assign the voice channel to an agent through the Channels tab of the Agent Details window.
	SMS Channel	Enables the SMS channel for communication between agents and customers. You can assign the SMS channel to an agent through the Channels tab of the Agent Details window.
	Email Channel	Enables the email channel for communication between agents and customers. You can assign the email channel to an agent through the Channels tab of the Agent Details window.
	Chat Channel	Enables the chat channel for communication between agents and customers. You can assign the chat channel to an agent through the Channels tab of the Agent Details window.
WFO	Agent Scheduling	Enables you to create shifts for your agents and then assign shifts to your agents.
	Advanced Agent Scheduling	Enables you to use advanced options for agent scheduling, such as adherence dashboard and forecast history. For information about the adherence dashboard, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Adherence Help. For information about forecast history, see Work Force Optimization (WFO) > Workforce Management > Agent Schedule Forecast History Help.
	Assessor	Enables you to evaluate the interactions between your agents and customers for quality, performance, and compliance.
	Work Queue	Enables you to view e-learning, agent scheduling, and arbitration tasks.
	E-Learning	Enables you to access e-learning tools within the portal and manage e-learning content.
Speech IQ	Speech Analytics	Enables you to analyze your recorded calls.
	Advanced TTS	Enables you to select advanced Text-to-Speech (TTS) engines (Amazon and Google) within contact flows and phrases. These TTS engines provide high-fidelity speech synthesis that sounds natural.
	Transcribe All Calls	Enables you to transcribe your calls.
	Sentiment Analyze All Calls	Enables you to analyze your recorded calls based on sentiment.
Recording	Call Recording	Enables you to record calls between your agents and customers.
	Screen Recording	Enables you to record screens during a call between your agents and customers.
Analytics	BI Analytics	Enables you to replace static reporting with fast graphical views of operational data. LiveVox Analytics provides an integrated, highly scalable, and secure cloud Business Intelligence solution to create insightful and actionable intelligence that leverages your LiveVox data.
API	API	Enables access to public APIs. LiveVox Application Programming Interfaces (APIs) help integrate the functionality of the LiveVox platform with third-party applications, such as CRM systems and other systems that you use to manage your accounts and calling lists. You can also use the APIs to build custom applications that make use of LiveVox features, such as custom Agent Desktops and reporting dashboards.
Contact Management	Attempt Supervisor	Enables you to access Attempt Supervisor ( formerly known as Phone Dial Attempt Supervisor) functions and features within LVP without having to open a different web page.
	Accounts	Enables you to manage accounts and use them in association with contacts and tickets.
	Designer	Enables you to create and manage the Agent Desktop experience by designing desktops for agents. It uses an interface that enables you to preview the Agent Desktop as you design it (that is, the What You See Is What You Get system). It contains components and containers that are used to display the contact information (CRM) on the Agent Desktop and targeted scripts for guiding an agent to perform specific activities.
Customer Care	Ticketing	Enables ticketing.
Customer Care	Knowledge Base	Enables the Knowledge Base portal.
UCaaS	Emergency Services	Enables your agents to make an enhanced 911 (E911) call.
	Meetings	Enables you to join or schedule meetings on the Agent Desktop or through the Meetings mobile application.
	Chat	Enables agents to chat with other agents.
	PBX	Enables the LiveVox cloud-based hosted IP PBX (Internet Protocol-based Private Branch Exchange) service tailored for back-office users who do not want to rely on a Customer Premises solution.

The Agent Licenses section provides the table (view-only) with the following counts for Active Agent, SMS, Email, and Chat Licenses.

Allotted: Number of allotted agents.
Assigned: Number of assigned agents.
Available: Number of available agents.
Unique Agent MTD Login: The count of unique agent logins for the current month till date.

Allows a view of the end-to-end configuration of inbound numbers (Number > Service > Message/Call Flow).

Phone Number:

Caller ID - Package ID - Allows users to select a CID package from the drop-down list. The package contains a list of toll free numbers, local caller ID numbers or a combination of both, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID. Clicking on the link next to the Caller ID - Package ID drop-down menu opens the CID Package section.
Inbound Message - Selects the assigned inbound message. Clicking on the link next to the Inbound Message drop-down menu takes you to the Messages screen.

Inbound Phone:

Search for, view, and edit inbound phone numbers and their mappings. Search options include:

Filter - Available options are: All, City, Inbound Number, and State.
Search By - Available options are: Starts with, Contains, Ends with, and Regex.
Number Type - Available options are: Agent at ready in, Agent Direct Line, Callback, Caller ID, Extension, Group voice mail, Inbound, Other, and Personal voice mail.
Routing URL - Allows users to select a Routing URL from the drop-down list when available.
LCID Package - Allows users to select an LCID package from the drop-down list. The package contains a list of local caller ID numbers, any one of which (depending on geography) is designed to be displayed on a call recipient’s caller ID.
Status - Active or inactive.
Emergency Service Activation Status: Allows you to search the phone numbers based on their emergency service activation status. Select a status from the drop-down list and click the search icon.

Double-clicking on the inbound phone number row opens the Edit Phone screen, which allows you to update the associated inbound service, status, and description of the inbound phone number. The Edit Phone screen displays the following options:

Inbound Number - Displays the phone number listed as the inbound number.
Description - Optional field that allows users to add notes/description.
Direct Line for Agent - Displays the inbound phone number associated as direct line for an Agent. The associated Inbound number populates when the option is set up by the LiveVox Customer Care Team or you can search and assign the Inbound number as Direct Line by using the drop-down list.
Number Type - Displays the number type for the phone number (possible values are Agent at ready in, Agent Direct Line, Callback, Caller id, Extension, Group voice mail, Inbound, Other, and Personal voice mail).
Number Usage - Displays the usage of a phone number. The phone number usage can be associated to the following:
- Email - Select the Email option to assign the phone number to an email campaign.
- Mail - Select the Mail option to assign the phone number to a mail campaign.
- SMS - Select the SMS option to assign the phone number to an SMS campaign.
- Voice - Select the Voice option to assign the phone number to a voice campaign.

View the number usage type within the Phones editor. Only callback numbers with a number usage type of email are displayed during an email campaign export within Contact Manager.

Inbound Service - Assigns an inbound service to the phone number. Click the link next to the Inbound Service drop-down menu to select a service.
State - Identifies the state registered to the primary address of the contact.
City - Identifies the city registered to the primary address of the contact.
Status - Displays the editable field for the current status of the phone number. Possible values include Active and Inactive.
Activity Date - Displays the last activity date.
Provisioned Date - Displays the date on which the phone number was assigned to the service.
Associated Entities - Displays the entities that have the selected inbound phone assigned.
Filter- Filters the list of displayed entities by type.

To re-assign Local Caller ID packages to a different Inbound Service, click the Associate Service button. This opens the Associate Service screen. Select the inbound phone number row and click Disassociate Service to disassociate services from a number. The record you selected is highlighted in green. Once you select Save, the record is removed.

Reporting on job history is available (and searchable) from here.

Standard Jobs

Zipped batched call recording job configuration is available from the Call Recording link. Zipped call recording job always generates records for the previous dialing day.

* required fields

Description - Displays the description of the bulk call recording job.
Enabled - Allows you to enable call recording on a standard job. If you want to pause/terminate the standard job, deselect.
Index File Format* - Custom file format, available from the drop-down list, to be included in the call recording zip file. This custom file format is created using the Report Writer.
Output Index File Name* - Name of the generated index file with the extension. For example, livevox.txt. Text file is preferred.
Call Recording File Name* - Name of the generated call recording file with the extension containing the batch of call recordings. For example, livevox.zip. Must be a zip file.
Compress Zip - Allows you to enable/disable compression of recordings. The generated zip file is smaller in size since compression takes place at the recording level.
Split By Call Center - Allows you to split the standard call recording jobs by call center. The zip files are stored in the specific Call Center zip file.
Call Center - Allows to choose the call center(s) when using the Split By Call Center option for Standard Call Recording jobs.
Password enabled - Allows you to enable password protection for the zip file.
Password - Allows you to specify the password.
Decrypt Call Recordings - Allows you to enable/disable decryption of recordings. When the recordings are encrypted using the LiveVox PGP key, this option allows the recordings to be decrypted before the zip process. This option should remain selected unless you want an encrypted file.
Minimum Call Recording Duration - Allows you to define the minimum call recording duration to be included in the daily batches. For example, the number 10 processes all recordings with a duration of greater than 10 seconds.
Maximum Call Recording Duration - Allows you to define the maximum call recording duration to be included in the daily batches. For example, the number 100 processes all recordings with a duration of less than 100 seconds.
Notification Status as Email to - Email address to send job status notifications. For example, abc@livevox.com.
Run everyday at* - Allows you to define the time to run daily batches. For example, 01:00 schedules the job to run at 1:00 AM local time.
Execute 4 time per day - Allows you to run the job 4 times a day. The job runs at 6 hour intervals if the Execute 4 times per day option is enabled.

Tracks the standard call recording job and its status (success or failure).

Zipped batched screen recording job configuration is available from the Screen Recording link. The zipped screen recording job always generates records for the previous dialing day.

* required fields

Description - Displays the description of the bulk screen recording job.
Enabled - Allows you to enable the screen recording standard job. To pause/terminate the standard job, deselect.
Index File Format* - Custom file format, available from the drop-down list, to be included in the screen recording zip file. This custom file format is created using the Report Writer.
Output Index File Name* - Identifies the name of the generated index file with the extension. For example, livevox.txt. Text file is preferred.
Output Screen Recording File Name* - Identifies the name of the generated screen recording file with the extension containing the batch of screen recordings. For example, livevox.zip. Must be a zip file.
Compress Zip - Allows you to enable/disable compression of recordings. The generated zip file is smaller in size since compression takes place at the recording level.
Split By Call Center - Allows you to split the standard screen recording jobs by call center. The zip files are stored in the specific Call Center zip file.
Call Center - Allows to choose the call center(s) when using the Split By Call Center option for Standard Screen Recording jobs.
Password enabled - Allows you to enable password protection for the zip file.
Password - Allows you to specify the password.
Decrypt Screen Recordings - Allows you to enable/disable decryption of recordings. When the recordings are encrypted using the LiveVox PGP key, this option allows the recordings to be decrypted before the zip process. This option remains selected unless you want an encrypted file.
Minimum Screen Recording Duration - Allows you to define the minimum screen recording duration to be included in daily batches. For example, the number 10 processes all recordings with a duration of greater than 10 seconds.
Maximum Screen Recording Duration - Allows you to define maximum screen recording duration to be included in daily batches. For example, the number 100 processes all recordings with a duration of less than 100 seconds.
Notification Status as Email to - Specifies the email address to send job status notifications. For example, abc@livevox.com.
Run everyday at* - Allows you to define the time to run daily batches. For example, 01:00 schedules the job to run at 1:00 AM local time.
Execute 4 time per day - Allows to run the job 4 times a day. The job runs at 6 hour intervals if the Execute 4 times per day option is enabled.

Tracks a standard screen recording job and its status (success or failure).

Jobs

Reporting jobs, their steps, and status are available from this section. You cannot edit or create new Reporting Jobs from here.

You can find the default input filter, as well as the flexible Properties section. Each property is a step in the call flow and can be a phrase or system instruction. You can look up a property by selecting the Lookup Properties button, add a property that is currently absent (so using default) by selecting the Add Property button or remove a property by selecting the Delete Property button.

The Portal tab of the Client window enables you to configure the settings for the Agent Desktop and the LiveVox Portal.

The following table describes the fields that appear on the Portal tab.

Section	Field	Description
Agent Portal Settings	Agent Desktop	Default Automatic Call Distributor (ACD) screen for agents. This value is used only if the corresponding field in the service does not contain a value.
	Supervisor to Agent Chat	Indicates if a supervisor can initiate a chat with an agent.
	Default Agent Phonebook	Default phonebook for agents. This value is used only if the corresponding field in the call center or service does not contain a value.
	Agent Call In Number Groups	Enables you to manage call-in numbers for your agents through the Agent Call In Number Groups window.
	Use Agent Desktop Audio	Indicates if an agent can establish an audio connection by using their computer audio.
	Use Websockets	Indicates if the Agent Desktop uses the WebSockets protocol.
LiveVox Portal Settings	Click over this area to upload a new image	Enables you to upload a unique icon to your portal by using the Apply button. This icon appears on the top-left corner of your portal. Before you can upload an icon, ensure that it meets the following criteria: Maximum size: 720 pixels (width) and 540 pixels (height) Minimum size: 128 pixels (width) x 36 pixels (height) Recommended size: 385 pixels (width) and 108 pixels height) Minimum resolution: 150 pixels per inch Recommended resolution: 300 pixels per inch To revert to the original image, use the Reset Image button.

Centralized control over security configuration options for both LiveVox Portal (LVP) users and agents.

Password Expire Days - Sets the number of days for the password expiration. Applies to both users and agents.

When implementing a password expire period for the first time, or reducing the number of days in the current period, all agents should be logged out to prevent any call interruption due to password expiration. In addition, if your portal uses any LiveVox Custom Applications (Scripter, for example) or you are unsure if you have integrated these types of apps, reach out to your Account Management team before adding, removing or making any changes to the Password Expire Period, because this can interrupt any active LiveVox Custom Applications.

Max Failed Login Attempts LVP - Sets the number of password attempts after which the user is locked out
Max Failed Login Attempts Agent - Sets the number of password attempts after which the agent is locked out

The value of Max Failed Login Attempts LVP and Max Failed Login Attempts Agent must be between 1 and 9. Zero, null, and characters are invalid.

Password Reuse Restriction Count: Sets the number of previous passwords that the user or agent cannot reuse when resetting the password. The minimum and default value for this field is 4 and the maximum value is 25.
Browser Session Security - Requires users to log back in any time the browser is closed
Password Strength - By using a password strength slider, you can configure the password strength to Medium, Strong, or Very Strong (left to right). Hover the mouse on the password strength slider to get the description about the password requirements.
Admin Set Passwords Are Temporary - LVP users and agents must change the password on the first login or when updating the password by the permitted LVP user.

If the permitted LVP users change the password for their own user account, they are not prompted to change the password.

The Subnet IP - List of permitted IPs that can access the LVP. Permitted users can add/delete the IPs, as well as export files in .csv format.

The Settings tab of the Client window enables you to configure the settings for your contact manager, data retention, recordings, agent monitoring, and so on.

The following table describes the fields that appear in the various sections on the Settings tab.

Field	Description
General Settings
Service Groups	A selected checkbox indicates that you can view the monitor dashboard for service groups.
Restrict Strategies Scope	A selected checkbox indicates that the dialing strategies are restricted to certain call centers or services.
Language	Language displayed on the LiveVox Portal (LVP). This field contains the following options: English (default) Francais (French) Espanol (Spanish)
Time Zone	Time zone used on LVP. This field contains the following options: Greenwich Mean Time Atlantic Time Eastern Time (default) Central Time Mountain Time Pacific Time Regardless of the value in this field, all reports are based on the Eastern Time zone.
Contact Manager Settings
Contact Management	A selected checkbox indicates that Contact Manager, including all its features, is enabled. You cannot modify this checkbox. This setting is not applicable for null accounts (that is, accounts with no account number).
Campaign Updates Contact Manager	A selected checkbox indicates that Contact Manager is updated when a campaign is loaded. A cleared checkbox indicates that only those account numbers that do not exist in Contact Manager are added when a campaign is loaded.
Days of Contact Retention	Number of days that a contact is retained within Contact Manager since the last load date. If the last load date is greater than the value in this field, the contact is removed. You cannot modify the value in this field.
Contact Rules
Contact Max Attempts Per Day	Maximum number of contact attempts that can be made on a unique account per day, regardless of phone numbers. The value 0 in this field indicates unlimited attempts. The corresponding field value for a service (service-level value) takes precedence over this field value.
Contact Max Phone Attempts Per Day	Maximum number of contact attempts that can be made on a unique combination of account and phone number per day. The value 0 in this field indicates unlimited attempts. The corresponding service-level value takes precedence over this field value.
Contact Max Attempts Lifetime	Maximum number of contact attempts that can be made on a unique account in a lifetime, regardless of phone numbers.
Contact Max Phone Attempts Lifetime	Maximum number of contact attempts that can be made on a unique combination of account and phone number in a lifetime.
Dialing Profile	Restriction policy used for contacting your customers.
KPI Settings
Service Level Seconds	Number of seconds within which an agent must answer an inbound call to be compliant with Service Level Agreements (SLAs). The corresponding service-level value takes precedence over this field value.
Default Service Level Formula	Formula used to calculate the service level. You can view the details of a formula by using the ellipsis icon that appears next to the field value.
Retention Settings
Days of Screen Recordings	Number of days that screen recordings are retained on the LiveVox platform. While you cannot modify the value in this field, the following options are available: 3, 15, 30, 45, 60, 90, 180, and 365 days. If you want a different value, contact the LiveVox Customer Care Team.
Days of Call Recordings	Number of days that call recordings are retained on the LiveVox platform. You cannot modify the value in this field.
Days of Speech Analytics	Number of days that the Speech Analytics data is retained on the LiveVox platform. The default value in this field is 365. You can, however, change the value to a number between 45 and 3653.
Free days of call recording	Number of days that call recordings are available to you for free. The default value in this field is 15. You cannot modify the value in this field. If you want a different value, contact the LiveVox Customer Care Team.
Defaults
Strategy	Strategy used for contacting your customers.
Requeue Strategy	Strategy used to requeue campaigns.
AM Option	Answering machine option. This field contains the following options: Don't Leave Messages: If an answering machine is detected, no message is left and the call is disconnected. Leave Messages: If an answering machine is detected, a message is left. Transfer all Connections: Does not detect answering machines; all connections are transferred to agents.
Voice	Voice talent used for Interactive Voice Response (IVR).
Scrub	Communication mode for which the phone numbers in the campaign should be scrubbed when the campaign is built. This field contains the following options: None (default): No phone number is scrubbed. Wireless: Scrubs all wireless phone numbers so that all landline numbers are contacted. Landline: Scrubs all landline numbers so that all wireless phone numbers are contacted. Segmented Wireless: Enables you to use different contact strategies, based on the position of a phone number, to contact both landline and wireless numbers from the same campaign. This is achieved by shifting the wireless numbers to positions 16 through 30 of the phone number list of an account. That is, all wireless numbers from positions 1 through 15 are scrubbed.
Quick Responsebook	Quick Responsebook for chat. A Quick Responsebook contains quick responses, which are common chat messages that your agents can send to customers when chatting.
Advanced Features
Segmentation	A selected checkbox indicates that the Segmentation feature is enabled.
Report Only After All Retries	A selected checkbox indicates that campaigns are reported only after they complete re-attempts.
Vertical	Business market (such as BPO or healthcare) based on which some optional features might be enabled.
Campaign Appends Allowed	A selected checkbox indicates that campaigns are allowed to be appended to an active campaign (that is, a campaign that is playing).
Phone DNC Type	Type of Do-Not-Call option. This field displays one of the following values: Legacy DNC (default): Manages a list of either account numbers or account and phone numbers to ensure that they are not called. Dial-Time Phone DNC: Manages a list of phone numbers to ensure that they are not called. To ensure that a phone number that is available in different portfolios can still be dialed, you can associate the number with a contact group.
Shadow Audio Packages	Real-time audio stream package that allows LiveVox to be integrated with third-party providers of speech analytics. To enable Shadow Audio Packages, contact your Account Team.
Record Owning Agent on Primary Channel	A selected checkbox indicates that the recording of a conversation between agents and that between an agent and a customer is enabled. This feature is not supported for Shadow Audio Packages.
Agent Monitoring
Monitoring Enabled	A selected checkbox indicates that you can listen to a call between your agent and customer in real time.
Coaching Enabled	A selected checkbox indicates that you can listen to a call between your agent and customer, and guide your agent as they handle the call, without the customer hearing the conversation between you and the agent.
Barging In Enabled	A selected checkbox indicates that you can voluntarily participate in the call between your agent and customer by interacting with both the agent and the customer.

Details on each service, including current dialing information, are available here. Using the cog icon in the upper right hand corner, you can specify the inclusion of fields, order, and which field is used to sort the list. Double-clicking a service name opens the Services editor.

A Trusted Partner model allows two LiveVox sites to share data. A partner is a LiveVox client that needs to have access rights to another LiveVox client to audit or measure that client's work. The Trusted Partners tab enables you to view which clients and user access levels within those clients can act as a partner.

The Trusted Partner tab is available only if the Trusted Partner add-on product is enabled. To see if the Trusted Partner add-on product is enabled for the portal, navigate to Configure > Services > Client > Billing > General section.
To add partners to your site, contact your Account team or the LiveVox Customer Care Team. You can add partners across environments.

Once the partner is added by LiveVox, you (as a sysadmin) can view the widget for the partnered client with the icon. You need to approve the partnered client by clicking on the Approve button. To view the Approve button in the widget, hover the mouse on the widget.

The partner must be added to both client sites and then that partnership must be approved by both clients.

Clicking on the icon displays the details of the third-party company or another LiveVox portal that is set up for you. If you want to remove the partner, hover the mouse on the widget and click the Revoke button. You can also undo the revoke action by clicking on the Undo button.

The Voice Talents available to assign to campaigns are controlled here (Available Voices column). Moving a Voice to the right column (Selected Voices) does not make them truly available. The appropriate audio must be stored in that Voice's database for all of your phrases. Missing audio can result in calls prematurely disconnecting. Contact customercare@livevox.com to enable voice talents for your site.

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