testcompanylivevox Knowledge Base

Error Message During Campaign Upload

Published August 4th, 2025 by Pat Parkhill

Campaign uploads contain multiple components such as Campaign Types , Input Filters , and Services . Errors related to these features usually show up after a Campaign upload (such as with a "spinning" Campaign status or a Campaign loading with zero records). If you receive a "Failed to retrieve Campaign details" error immediately after attempting an

Create, Build, and Play an SMS Campaign

Published August 4th, 2025 by Pat Parkhill

A Short Message Service (SMS) campaign is a text message that is sent to a large number of contacts, to provide marketing and other important information to customers. A campaign is a focused attempt to contact a certain set of customers based on factors, such as dialing strategies, customer service goals, or regions. Campaign files contain phone nu

Creating an Input Filter for Importing Contacts

Published August 4th, 2025 by Pat Parkhill

Before you import the contact records from a file into Contact Manager on the SmartReach portal, you must create an appropriate input filter. An input filter processes and formats the data from your file so that the data is recognized by SmartReach. To create an input filter for importing contacts: LV 19 and Fall 23 Log in to LVP. On the Configure t

Scheduling a Callback

Published August 4th, 2025 by Pat Parkhill

When talking to a customer, you might need to schedule a time to call that customer again. Using the Schedule Callback tool on the agent desktop enables you to schedule a callback during your call. When enabled, the Schedule Callback icon is displayed on the desktop when your status is either In Call or Wrap up and allows you to set a time (and opti

Choosing a Headset for LiveVox Use

Published August 4th, 2025 by Pat Parkhill

When choosing a headset or pair of headphones, you typically get what you pay for. You may have a lightning-fast network and top-of-the-line PC, but if you have a poor headset, your audio quality will suffer. Where the headset will be used also matters. Most well-known brands separate their headsets into two different categories: call center or offi

Agent Desktop is Frozen, Unresponsive, or Displaying Incorrect Information

Published August 4th, 2025 by Pat Parkhill

If an agent is reporting problems with their Agent Desktop , ask them what specifically is occurring. This guide will cover the following common scenarios: Freezing or lag within the Agent Desktop During a call, information is displayed incorrectly (customer information is out of order or incorrect) Freezing or Unresponsive Agent Desktop As we've

Understanding Call Controls

Published August 4th, 2025 by Pat Parkhill

When a call is connected, the agent desktop displays your status, your signed-in service, the caller information, the Call Control dashboard, and a list of termination codes. This article describes the Call Control dashboard, which allows agents to perform operations, such as transferring a call, ending a call, holding a call, and so on. U17 Agent

Resetting Your Password

Published August 4th, 2025 by Pat Parkhill

You are prompted to change your password when: You log in to the agent desktop for the first time. Your password has expired. Your manager has changed your password. Procedure To change your password: Log in to the agent desktop. Click your avatar, and then click Change Password. The Change Password window is displayed: U17 Agent Change Password LV

Making an Outbound Call

Published August 4th, 2025 by Pat Parkhill

You can make an outbound call to talk to your customer using the manual dial functionality (if enabled by your manager) through the agent desktop. You use the manual dialer to enter an international (if enabled by your manager) phone number or a standard North American phone number to call through a manual dial service. U15 / U17 Making an Outbound

Logging in to the LiveVox Communicator (LVC)

Published August 4th, 2025 by Pat Parkhill

Logging in to LiveVox Communicator (LVC) The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the

Using the Agent Panel

Published August 4th, 2025 by Pat Parkhill

The Agent Panel provides the single-agent panel view of the agent desktop. The Agent Panel (only) is available to Voice agents. This allows you to work with a voice-centric agent desktop. U17 Once you log in to the agent desktop, the Agent Panel appears as below: Agent Panel Functionality The Agent Panel provides the following basic functionalities:

Managing the Email Inbox

Published August 4th, 2025 by Pat Parkhill

Email is one of the ways that you can use to communicate with your customers. You can send and receive emails from customers (bi-directional) through your agent desktop. Inbound emails appear in your personal or group inboxes on the Inbox tab of the desktop. The Inbox tab displays the number of unread messages in each thread. You can use this tab to

Transferring Voice Calls

Published August 4th, 2025 by Pat Parkhill

When a voice call is in progress, the agent panel on the agent desktop displays a Transfer button, which allows agents to transfer or conference calls. This article describes the available transfer options. Transfer Options When agents click the Transfer button, the following options are available: Phonebook: Select frequently used numbers from a li

How to Access a Voicemail and Record a Greeting

Published August 4th, 2025 by Pat Parkhill

You can access voicemail messages (group and personal) and record voicemail greetings on the Agent Panel of your Agent Desktop. In earlier LiveVox releases, voicemail was located in a separate VM tab on the Agent Panel. Accessing a Voicemail To access a voicemail: On the Inbox tab of the Agent panel, in the Voicemail section, select the voicemail th

Adding New Termination Codes

Published August 4th, 2025 by Pat Parkhill

You can add termination codes to specific services or groups of services to indicate the reason a call has been terminated. U15 / U17 Adding New Termination Codes Log in to the LiveVox Portal. Go to Configure > Agents > Termination Codes. Click Add. The Termination Code pop-up appears. Specify values in the following fields. Field Descriptio

Transferring Voice Calls

Published August 4th, 2025 by Pat Parkhill

When a voice call is in progress, the agent panel on the agent desktop displays a Transfer button, which allows agents to transfer or conference calls. This article describes the available transfer options. Transfer Options When agents click the Transfer button, the following options are available: Phonebook: Select frequently used numbers from a li

Wallboards Overview

Published August 4th, 2025 by Pat Parkhill

Overview of Wallboards The LiveVox Wallboards is an independent web application that enables you to configure dashboards that display key performance indicators related to your call center volume (for inbound and outbound services) and agent or team productivity. Wallboards can display real-time metrics for the overall performance and progress of a

Using a Campaign Template

Published August 4th, 2025 by Pat Parkhill

Campaign templates are predefined dialing characteristics and schedules that help automate the campaign upload and configuration process. This topic describes how to create and use a Campaign template. U17 To create a Campaign template: In the LiveVox Portal, navigate to the Campaign Template tool by selecting Configure > Campaigns > Campaign

Call Not Launching to a Phone Number Associated with Multiple Accounts

Published August 4th, 2025 by Pat Parkhill

When an agent dials a phone number that is associated with multiple accounts, the call ends instead of progressing with the first account matched in the lookup module. The following solutions may fix this issue: Build Contact Flows with the Lookup Module Use the lookup module to route the multiMatch event connector to other modules besides another l

Understanding Contact Manager Fields

Published August 4th, 2025 by Pat Parkhill

Contact Manager on the SmartReach Portal contains a wide range of terminologies, each with its own unique definitions. General Tab Field Description Account Account number of the customer.This field can contain an alphanumeric value. Do not enter a space or a special character in the field. Account To Speak Account number of the customer that is use

Signing In to Wallboards

Published August 4th, 2025 by Pat Parkhill

Warning Before you begin, ensure that you have: The web address for your QCS portal. Your client name (code). Your user name and password. The Manager or Sysadmin role. To sign in to Wallboards: On your browser, in the Address bar, enter the Wallboards link provided by LiveVox. Info The Wallboards link is similar to https://client.livevox.com/qcspor

Unable to Launch Calls

Published August 4th, 2025 by Pat Parkhill

Having trouble launching calls through your LiveVox Portal (LVP)? Let's take a look at a couple of scenarios that could prevent you from sending out calls properly. Before we begin, we need to gather some information. All outbound calls originating from the LiveVox platform will have two things in common: A Service type. Campaigns that are responsib

Creating or Modifying Dialing Profiles and Dialing Strategies

Published August 4th, 2025 by Pat Parkhill

Creating or Modifying a Dialing Profile Dialing profiles help support compliance policies for dialing and messaging. These policies are regionally based and contain parameters to limit customer contact based on location. To create or modify a profile, complete the following steps: On the LiveVox Portal (LVP), go to Configure > Voice > Profiles

Understanding Click Distribution

Published August 4th, 2025 by Pat Parkhill

U17 The Human Call Initiator (HCI) or 10-Digit Manual with Transfer (10 DMT) service types require that agents launch the calls. To launch a call, use the Click Distribution feature in the LiveVox Portal (LVP). A click is the process of initiating a call to a customer from a list of numbers assigned to the agent. Agents are assigned to a service or

Calling Name Control and Administration (CNAM) Overview

Published August 4th, 2025 by Pat Parkhill

Calling Name Control and Administration Caller Name (CNAM) is the alphanumeric description displayed on the Caller ID interface for customers (or businesses) who subscribe to the Caller ID service to identify the caller. The format of CNAM is supported by up to 15 printable ASCII characters, including letters from A through Z, numbers from 0 through

Using Termination Codes

Published August 4th, 2025 by Pat Parkhill

Termination codes (or disposition codes) identify the possible outcomes of the calls agents make and receive. You must select a termination code when ending a call. Info Termination codes are assigned to each individual service. This allows specific services or groups of services to have unique termination code options for different businesses or cl

Making an Outbound Call

Published August 4th, 2025 by Pat Parkhill

You can make an outbound call to talk to your customer using the manual dial functionality (if enabled by your manager) through the agent desktop. You use the manual dialer to enter an international (if enabled by your manager) phone number or a standard North American phone number to call through a manual dial service. U15 / U17 Making an Outbound

Establishing an Audio Connection

Published August 4th, 2025 by Pat Parkhill

When logging in to the agent desktop, you must establish an audio connection. Depending on the type of service you select, you might have to follow different instructions to establish your audio. Call Using a Computer Select the Call using computer checkbox to establish an audio path using the agent desktop. 2. Click the Sign In button. Note If you

Setting Up an Agent Phonebook

Published August 4th, 2025 by Pat Parkhill

Agent phonebooks allow agents to transfer calls to a list of internal and external contacts. Phonebooks are assigned at the Client, Call Center, and Service levels. You can use an agent phonebook for: External transfers that support single ten-digit phone numbers and extensions. Internal transfers that allow agents to transfer calls to service group

Understanding Agent States

Published August 4th, 2025 by Pat Parkhill

When an agent uses the agent desktop, the agent is assigned one of the following states or statuses when in a call or using the chat function. U15 / U17 Ready or Not Ready: You can either be in the Ready state or Not Ready state to receive or dial a call or chat. For more information, expand the below section: Ready or Not Ready States You can use

Capturing F12 Logs

Published August 4th, 2025 by Pat Parkhill

HAR (HTTP Archive format) is a log of a web browser's interaction with a site. This information is required for troubleshooting an issue between the LiveVox platform and the web browser that you use. At LiveVox, these are referred to as F12 logs or network and console logs. Note When capturing these logs, they must be collected from the computer t

Attempt Supervisor Overview

Published August 4th, 2025 by Pat Parkhill

The Attempt Supervisor tool, formerly known as the Phone Dial Attempt Supervisor (PDAS) feature, enables you to set a limit for the maximum number of contact attempts (including voice, email, and SMS together) to an account or to a phone number. This tool adds the call blocking feature to the LiveVox Portal (LVP) using existing Phone Do Not Call (DN

Using APIs on the LiveVox Portal

Published August 4th, 2025 by Pat Parkhill

LiveVox provides a set of Application Programming Interfaces (APIs) to integrate LiveVox functionality with third-party applications, such as customer relationship management (CRM) systems and other systems to manage your accounts and calling lists. You can use APIs to build custom applications that use LiveVox functionality, such as custom agent de

Capturing Agent Registration App Logs

Published August 4th, 2025 by Pat Parkhill

Acquiring Agent Desktop Native Logs To acquire the Agent Desktop Native (ADN) logs, complete the following steps: Go to the Windows Start Menu. In the search field, type %appdata%. You should see a folder named Roaming within the search results. Open the Roaming folder and then open the Agent Desktop Native folder. Enable ADN logging on the agent'

Creating Attempt Supervisor Rules

Published August 4th, 2025 by Pat Parkhill

The Attempt Supervisor tool, formerly known as the Phone Dial Attempt Supervisor (PDAS) feature, enables you to set the maximum number of contact attempts to an account or phone number. To set the maximum number of contact attempts, you create Attempt Supervisor rules. You can use the Rules tab to create, manage, and export Attempt Supervisor rules.

What Is a Scorecard Category?

Published August 4th, 2025 by Pat Parkhill

An effective evaluation program needs a well-balanced scorecard, which contains questions that address key performance indicators (KPIs) and factors affecting the specific goals of a business. To achieve this, the scorecard contains a flexible scorecard builder that you can use to create different types of questions (such as logic-based, optional, o

Deploying a Widget

Published August 4th, 2025 by Pat Parkhill

A web widget is an independent application that you can include on your website. You can use a web widget to enable your customers (including visitors) to chat with an agent, access Knowledge Base (KB) articles, or submit a ticket. If there is an existing web widget, you can deploy the same widget on your website by copying the code associated with

Customizing Contact Views

Published August 4th, 2025 by Pat Parkhill

After you create contacts, you can customize how the contact information is displayed. You can add fields (for example, payment balance, contact created date); restrict editors (select which users can edit the contact view); restrict visibility (select which users can see the contacts). To customize contacts views: U17 Log in to the LiveVox Portal (

Registering with the Free Caller Registry Solution

Published August 4th, 2025 by Pat Parkhill

If you are engaged in outbound dialing, you might be facing challenges with blocked calls, which can affect your ability to contact customers. To address this issue, LiveVox recommends that you partner with us to register your numbers on freecallerregistry.com. The registration is free, takes only a few seconds, and will immediately and significan

Creating a Campaign from Contact Manager

Published August 4th, 2025 by Pat Parkhill

You can proactively and quickly contact a set of customers by phone, email, SMS, or other means through a campaign. A campaign is a list of the contact records of those customers. Example Suppose that you want to communicate with customers who are located in New York. You can filter the contacts in Contact Manager based on your condition and then c

How Do I Request an LCID Package?

Published August 4th, 2025 by Pat Parkhill

To request Local Caller ID (LCID) functionality, contact your Account Manager/Account Executive. The request must include the number of LCID packages required as well as the following information: Outbound services that display the package Inbound services that receive callbacks from the package’s LCID numbers Info LCID Packages come at an additiona

Setting Up Click Distribution

Published August 4th, 2025 by Pat Parkhill

What Is Click Distribution? Click Distribution is a method of dialing out from a Human Call Initiator (HCI) service. An HCI service needs two types of agents: A Clicker Agent and a Closer Agent. Click Distribution allows you to have one Clicker Agent to dial out from multiple HCI services. How Do You Implement Click Distribution? The Clicker Agent c

How Are Grades Added to a Scorecard?

Published August 4th, 2025 by Pat Parkhill

U17 To add grades to a scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard.The Scorecards window appears. Double-click the scorecard for which you want to add grades.The scorecard appears on the Settings tab. On the Grades tab, click New.The Grade Form window appears. Specify values in the follow

Chatting with Agents

Published August 4th, 2025 by Pat Parkhill

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin Ensure that you have enabled the Supervisor to Agent checkbox on the Portal tab of the Client window. You can chat with one or more agents who are logged in to the Agent Desktop. To do so: Log in to the LiveVox Portal (LVP). Access the Monitor

Setting Up Agent Scheduling

Published August 4th, 2025 by Pat Parkhill

The Agent Scheduling feature enables you to create shifts for agents, assign shifts to agents, and define thresholds for compliance. For example, if you expect your agents to comply with scheduled tasks 85% of the time, you can set 85% as the threshold. Scheduling agents involves the following tasks: Configuring the Agent Scheduler settings Creating

Deleting an Agent

Published August 4th, 2025 by Pat Parkhill

Navigate to Configure > Agents > Agents to open the Agents Editor. Select the required agent by clicking the row. Note You can only delete agents with no dialing activity in the last 90 days. Click the Delete icon (X). The Confirm window appears. Click Yes to delete the agent. Warning Deletions cannot be undone.

Human Call Initiator (HCI) Clicker Agents

Published August 4th, 2025 by Pat Parkhill

This article provides an overview of the role of HCI Clicker Agents in the LiveVox Portal (LVP). In LVP, Human Call Initiator (HCI) is a service in which an agent, known as a Clicker Agent, manually launches a call by clicking on a dialog box. A Clicker Agent can launch one call at a time using a single click. If a customer answers the call, the ca

LiveVox Minimum Agent and User Requirements

Published August 4th, 2025 by Pat Parkhill

To ensure the normal operation of the LiveVox applications on the Agent and User Portals, the computers used by your agents and users, and your data network must conform to the minimum requirements that are outlined in this document. To understand the personas that use the LiveVox User Portal, see the User Roles and Permissions section of the Produc

Receiving an Inbound Call

Published August 4th, 2025 by Pat Parkhill

When you log in to the agent desktop with the service routed to receive inbound calls, you can receive the call from the agent desktop. U17 Receiving an Inbound Call without Call Acceptance Log in to the agent desktop. Place yourself in the Ready state by selecting the Ready option from the top left drop-down list. When you get an inbound call, you

10-Digit Manual with Transfer (10DMT) Agents

Published August 4th, 2025 by Pat Parkhill

Are You a 10DMT Agent? If you are using the 10DMT screen to manually enter the phone numbers, you are a 10DMT Agent or call initiator. The agents who receive the manually initiated calls are called Closer Agents. What Is 10DMT Service? The 10-Digit Manual with Transfer service (10DMT) is a special service that facilitates more efficient manual dial

Requesting a New Preview Service

Published August 4th, 2025 by Pat Parkhill

A Preview service (Preview All system) is a feature provided by LiveVox that enables you to do the following: Provides agents with information about a customer before dialing the call. Enables you to select a customer record from a specified call list and display the information on a single window on the agent's desktop for an agent to initiate the

Enabling Screen Recording for Agents

Published August 4th, 2025 by Pat Parkhill

LiveVox provides a configurable screen recording feature for each agent desktop through the Agent Desktop Native application. The system captures all agent screen activities when an agent goes into the In Call state and ends recording when the agent selects a termination code or if the login session becomes disconnected. U17/LV19 Enabling Screen Rec

Inbound Call Routing Troubleshooting

Published August 4th, 2025 by Pat Parkhill

If you've noticed that some of your inbound calls are not routing to the proper agents, we're here to help. Let's try to simplify the call routing process and identify some key information before we dig into potential causes. We'll need to determine two important details: The Routing Type - We'll need to start by identifying what type of routing you

Troubleshooting Agent Monitoring Problems

Published August 4th, 2025 by Pat Parkhill

When you cannot monitor your agents, the issue can take one of the following forms: Are you seeing an error message when you attempt to monitor an agent? When attempting to monitor an agent, do you hear any audio? Is the monitor call failing or not launching? The following sections describe the steps to troubleshoot these types of problems. If you n

Adding LV Connect

Published August 4th, 2025 by Pat Parkhill

LiveVox Connect (LV Connect) acts as a notification or a bulletin board channel specifically designed for the agent desktop. LV Connect displays real-time alerts, posts, and notifications to ensure that agents and managers have current information about their team and tasks. It acts as a centralized tool for managers to post updates or reminders to

Call Quality Troubleshooting

Published August 4th, 2025 by Pat Parkhill

Having excellent call quality is extremely important when interacting with customers. Great communication hinges upon both parties being able to hear each other clearly. If you're having poor call quality , we're here to help. Diagnosing poor call quality can be difficult. There are many pieces to the puzzle making it hard to determine which side of

Agent Desktop Call Timer is Incorrect

Published August 4th, 2025 by Pat Parkhill

Many aspects of a call within the LiveVox platform are tracked, such as who the call is to, when it was made, and how long it was. These are incredibly valuable statistics to any administrator analyzing call center performance. These statistics are historical, or are stored within the LiveVox platform for your reference. Other call statistics are tr

Clearing Cache or Cookies in a Web Browser

Published August 4th, 2025 by Pat Parkhill

Having a display problem in the LiveVox platform? Unable to access LiveVox after a platform update? Try clearing your cache and cookies in your preferred web browser. When visiting a website, certain pieces of that site are cached, or stored, so that images and other data can be displayed more quickly. Since cached information is stored locally on y

Capturing Logs in LiveVox Communicator (LVC) v3.15

Published August 4th, 2025 by Pat Parkhill

If you are having problems with the LiveVox Communicator (LVC) v3.15 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this. Warning It's important to capture these logs during a call so that you're replicating the problem. Capturing the Logs Open y

Agents Cannot Send Email and SMS Messages Due to a Blank Sender Field

Published August 4th, 2025 by Pat Parkhill

Issue In U15 or a later version, when agents attempt to send email or SMS messages, the From field is empty. Cause An email address or an SMS number has not been assigned to the service used by the agents. Resolution Log in to the LiveVox Portal. Decision Tree Assign an email address or an SMS number to the service used by the agents. Email SMS On t

Termination Codes or Call Controls Not Visible from Agent Desktop

Published August 4th, 2025 by Pat Parkhill

Within the LiveVox Agent Desktop , agents are presented with a variety of tools to assist them in their customer interactions, such as: Call control buttons that allow them to answer, terminate, transfer, or conference calls together (outbound or inbound) Customer information known as a screen-pop, detailing who the agent is speaking with and other

Calls Launching Unexpectedly

Published August 4th, 2025 by Pat Parkhill

The LiveVox Portal (LVP) offers a variety of useful tools to block contact to individual phone numbers or account numbers. It also offers many protections so that calls or contacts are not sent to customers outside of permissable hours or too frequently. If you have noticed a call that has launched when you weren't expecting it to, let's take a look

Capturing Logs in LiveVox Communicator (LVC) v5.3

Published August 4th, 2025 by Pat Parkhill

If you are having problems with the LiveVox Communicator (LVC) v5.3 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this. Warning It's important to capture these logs during a call so that you're replicating the problem. Capturing the Logs Open LV

Calls Dropping or Disconnecting

Published August 4th, 2025 by Pat Parkhill

Nothing can be more frustrating for an agent than to drop or disconnect a call in the middle of an interaction with a customer. Many times, this can be a simple mistake by the agent, such as: Agent accidently clicked the End Call button in their Agent Desktop Agent closed out of their Agent Desktop window Agent closed their softphone application (su

Customer Did Not Receive Email

Published August 4th, 2025 by Pat Parkhill

As a multi-channel contact center solution, LiveVox offers the ability to send emails to customers via the LiveVox Portal (LVP). Just like with phone calls or text messages (SMS), emails are sent via Campaign. If a customer is not receiving emails from your email Campaigns, we'll need to verify a few pieces of information in order to understand why.

Enabling Call Acceptance Feature in Agent Desktop

Published August 4th, 2025 by Pat Parkhill

LiveVox offers a variety of potential settings options for an agent's experience during an inbound call. A common complaint amongst agents in the LiveVox platform is that their Agent Desktop window is not offering any sort of warning or visual cue that they are receiving a call from a customer. Example Andy is in a Wrap-Up state after finishing a

Understanding Pacing and Throttle

Published August 4th, 2025 by Pat Parkhill

Pacing is a way to adjust the rate at which you send calls or messages to your customers over a period of time. Pacing can vary depending on the types of accounts to be contacted, the number of available agents, the time of the day, and the efficiency of the agents. Throttle determines how you apply the pacing method and it sets limits to the pacing

Assigning an Agent Desktop to a Service

Published August 4th, 2025 by Pat Parkhill

This topic describes how to associate an Agent Desktop with a service so that the Agent Desktop is predefined to handle calls from that service. Before you begin, ensure that you have defined an Agent Desktop. For more information, see Agent Desktop Navigation in the Product Documentation Library. In the LiveVox portal, navigate to Configure > S

The Knowledge Worker Desktop

Published August 4th, 2025 by Pat Parkhill

If you are working as a Knowledge Worker agent, you use the Knowledge Worker desktop, which is configured by your manager. To log in to the Knowledge Worker desktop: Log in to the agent desktop. F rom the Desktop Mode drop-down list, select Knowledge Worker. The Knowledge Worker desktop has the following display options: Agent Panel + Extended Pan

Configuring a Chat Widget

Published August 4th, 2025 by Pat Parkhill

This article describes the procedure to create a Chat widget on the LiveVox portal. Before You Begin To configure a Chat widget: Ensure that the Inbound Chat message field of the services to which you want to route a chat (that is, chat services) contains a message template. The Inbound Chat message field appears on the Settings tab of the Services

Uploading a Campaign

Published August 4th, 2025 by Pat Parkhill

A campaign is a focused attempt to contact customers based on factors such as dialing strategies, customer service goals, or regions. Campaign files contain phone numbers and customer information for use on the LiveVox dialing systems. This topic describes how to upload a campaign file from the Campaign window. Note Before you begin, ensure that you

How Does SmartReach Mitigate the Risk of Being Blocked from Sending SMS?

Published August 4th, 2025 by Pat Parkhill

SmartReach takes a multi-step approach to reduce risk for our customers in the SMS space. However, as in any space that deals in compliance laws or rules, we can never reach 100% risk mitigation. Individuals selling 100% risk-free SMS campaigning are not being truthful. What we are providing, and what every customer interested in using SMS in their

Creating a Contact Import Job

Published August 4th, 2025 by Pat Parkhill

A contact import job helps you to automate the process of importing contact records from a file into Contact Manager on the LiveVox Portal (LVP). This article describes how to create a contact import job. Before You Begin Upload the contact file to the SFTP site. Create an input filter for importing contacts. Uploading the Contact File to the SF

Setting Up Predefined Responses for Chat

Published August 4th, 2025 by Pat Parkhill

You can reduce the time that agents need to respond to chat messages by storing common responses that can be sent to customers as quick responses (predefined responses). These predefined responses ensure that the messages sent by the agents are consistent and adhere to your business standards. A group of predefined responses (messages) is known as a

Human Text Initiator (HTI) Overview

Published August 4th, 2025 by Pat Parkhill

In LVP, the Human Text Initiator (HTI) is a service in which an agent, known as a Clicker Agent, manually launches a test message by clicking on a dialog box. A Clicker Agent can launch a text message at a time using a single click. If a customer replies to a text message, the SMS is routed to an agent, who can reply to customer. The HTI messaging s

Setting Up Proactive Chat Rules

Published August 4th, 2025 by Pat Parkhill

You can proactively initiate a chat when a customer visits your website by displaying a chat invitation message that is triggered by one or more rules, each of which contains one or more conditions. A condition is composed of a variable, an operator, and a value. You can define the rules based on customer behavior. For example, you can initiate a ch

Options for Creating a Campaign

Published August 4th, 2025 by Pat Parkhill

A campaign is a focused attempt to contact customers based on factors, such as dialing strategies, customer service goals, or regions. This topic lists the different ways in which you can create a campaign in the LiveVox Portal and provides links to those topics for additional information. Refer to the following links in the Product Documentation si

Understanding the Chat Monitoring Options

Published August 4th, 2025 by Pat Parkhill

The Monitor tab of the LiveVox Portal contains a dashboard that displays chat statistics and monitors the chat queues of your agents in real time. The Chat Monitor dashboard is available at the enterprise, call center, and service levels. On the dashboard, you can also view the entire chat conversation in an active chat thread and view the profile

Customizing an Email Template

Published August 4th, 2025 by Pat Parkhill

This article describes how to customize the body of an email message intended for customers. To customize an email template: Log in to the LiveVox Portal. On the Configure tab, click Messaging > Contact Flow .The Messages window appears. In the Message(s) field, select the Message containing the email message whose template you want to customize

Customizing an Agent Desktop

Published August 4th, 2025 by Pat Parkhill

You can customize an Agent Desktop to empower your agents and improve their experience by presenting them with the information and the context they need when interacting with your customers across any communication channel. A customized Agent Desktop also allows your agents to send emails and Short Message Services (SMSes) even when they are not on

Enabling Email Consent for a Contact

Published August 4th, 2025 by Pat Parkhill

On the Configure tab, click Contacts> Contacts .The Contacts window appears. On the Contacts tab, double-click the row displaying the contact you want to modify.The Contact window appears. On the Channels tab, select the Email Consent checkbox to permit emails to be sent to the specified email address of the customer. Note If the customer manual

Importing Contacts into Contact Manager

Published August 4th, 2025 by Pat Parkhill

You can create multiple contact records at once on the LiveVox Portal (LVP) using the Import feature of Contact Manager. This feature enables you to import contact records from a file on your computer into Contact Manager on the LiveVox Portal. You can add a maximum of 12 , 000 , 000 contacts per portal to Contact Manager . Howe

Monitoring Email Performance

Published August 4th, 2025 by Pat Parkhill

Emails are one of the most effective and frequently used tools to communicate with customers and include marketing campaigns, payment reminders, or promotions. But how can you measure the success of your email communications? To help you get an idea of how the emails performed, Livevox provides the Monitor Dashboard for the email channel. The dash

Creating a Service Group

Published August 4th, 2025 by Pat Parkhill

A service group is a virtual grouping of services used for call routing or reporting. During configuration, a service group is assigned contributing services, such as manual, quick connect, HCI, or other types of services. For example, you can create a Human Call Initiator (HCI) service group and assign services to it. The major functions of the ser

Human Text Initiator (HTI) Clicker Agents

Published August 4th, 2025 by Pat Parkhill

The Human Text Initiator (HTI) service enables agents to manually launch text messages using a mouse click. Agents using the HTI desktop to launch manual text messages are often referred to as Clicker or HTI Agents. Clicker Agents are signed in to the HTI service to manually select and launch text messages from the HTI desktop. Any agent who can rep

Reviewing Numbers in a Caller ID (CID) Package

Published August 4th, 2025 by Pat Parkhill

To view your CID packages available for use, or to see which numbers are featured in each package, navigate to the following section of your LiveVox Portal (LVP): Navigate to the Caller ID (CID) Package section by selecting Configure > Voice > CID Package from the Navigation Panel: Select a package from the Package(s) drop-down menu. If the l

Understanding Real-Time Metrics vs. Historical Metrics

Published August 4th, 2025 by Pat Parkhill

Real-Time Metrics The Monitor tab of the LiveVox portal provides real-time statistics and metrics for voice, email, SMS, and chat channels. Using this information, you can measure the performance of your enterprise, call centers, services, or agents to improve efficiency. You can also use the Monitor dashboard to control the current activities of yo

Switching the State or Service of Agents

Published August 4th, 2025 by Pat Parkhill

Using the LiveVox Portal (LVP), you can change the state of your agents who are logged in to the agent desktop from the Ready state to the Not Ready state and vice versa. In addition, you can change the service that your agents selected when they logged in to the agent desktop. Before You Begin Ensure that you have one of the following LiveVox user

Accessing the Designer Desktop

Published August 4th, 2025 by Pat Parkhill

LV17 Designer (CRM with Editor) is a configuration tool on the LiveVox Portal (LVP) that enables you to design an agent desktop and manage the agent desktop experience for your agents. This tool uses the What You See Is What You Get (WYSIWYG) interface that supports drag-and-drop operations. The tool also allows you to preview or test the agent desk

What Is Local Caller ID (LCID)?

Published August 4th, 2025 by Pat Parkhill

The LiveVox Local Caller ID (LCID) feature allows LiveVox customers to configure a local number to be displayed as the caller ID number when dialing certain areas. You can configure the number to display as a local number. If a local number is unavailable, you can display a number that is reasonably close to the customer's local number. The Local Ca

Segmenting a Campaign

Published August 4th, 2025 by Pat Parkhill

Segmentation is the process of filtering the contacts within a large parent campaign into segments (smaller sub-campaigns) so that certain customers can be contacted based on your targeting strategy. To create a new segment within a campaign: In the LiveVox Portal, navigate to the Segmentation tool by selecting Configure > Campaigns > Segment

Processing Quick Connect Service Requests

Published August 4th, 2025 by Pat Parkhill

Quick Connect (QC) is an automated outbound service that immediately connects agent and customer. However, the agent must be in a ready state for the call to bridge with the customer. Calls do not launch to the customer if the agent is not in a ready state. As soon the customer answers the call and says hello, the call is immediately bridged to the

Sending Messages to Agents

Published August 4th, 2025 by Pat Parkhill

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin You can send messages to one or more agents when they are logged in to the Agent Desktop. To do so: Log in to the LiveVox Portal. Access the Monitor dashboard at the enterprise or call center level. In the Voice section, as required, click one

Configuring the Human Call Initiator (HCI) Service

Published August 4th, 2025 by Pat Parkhill

The Human Call Initiator (HCI) service is a human-initiated outbound voice service that helps you manage compliance and improve productivity. HCI involves two types of agents, Clicker Agents and Closer Agents. Upon initiating a campaign, the Clicker Agent views all the phone numbers associated with the campaign on the Clicker Agent desktop and proce

How Do I Block an Inbound Caller?

Published August 4th, 2025 by Pat Parkhill

You can block inbound callers using the Block Caller ID editor in your LiveVox Portal (LVP). There are several reasons that you might want to block a caller, such as: Spamming your inbound services with multiple calls Harassing your agents Using foul or rude language or making threats Note The Block Caller ID editor does not allow you to block your

Requesting a New Unattended Service

Published August 4th, 2025 by Pat Parkhill

An unattended service is an automated outbound service that immediately connects with an IVR application. Regardless of the responses provided, the called party cannot be connected to an agent. Requesting a New Unattended Service You can contact LiveVox Customer Care to request a new unattended service. You must provide the following information: Ho

LiveVox Communicator (LVC) Overview

Published August 4th, 2025 by Pat Parkhill

The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the configuration, which means the settings a

Script Overview

Published August 4th, 2025 by Pat Parkhill

The Script feature is a tool that enables you to build dynamic scripts to guide an agent through a variety of customer interactions (for example, onboarding, processing accounts, submitting surveys, diagnosing issues, and fulfilling orders). The tool functions as a set of navigation screens for an agent to traverse. Based on your knowledge of your

Adding Contacts to the Do-Not-Call (DNC) List

Published August 4th, 2025 by Pat Parkhill

Do-Not-Call (DNC) lists are customizable lists of phone numbers, account numbers, and/or unique account number and phone number combinations that indicate to the system that these customers should not be contacted. Info To scrub indicates to abolish contacting a number. A DNC list is also called a suppression list. Important Starting from Fall 24 r

Unlocking an Agent

Published August 4th, 2025 by Pat Parkhill

When logging into the Agent Desktop, if an agent enters an incorrect password a certain number of times, the agent's profile becomes locked. The number of times that agents can enter an incorrect password before their profiles are locked is predefined. This number is displayed in the Max Failed Login Attempts Agent field, which appears on the Secur

Creating New Unified Business Intelligence (BI) Users

Published August 4th, 2025 by Pat Parkhill

The LiveVox /SmartReach Unified Business Intelligence (BI) solution incorporates all interactions that affect campaign and agent performance, from comprehensive scorecards to multichannel analytics. The Performance Analytics dashboards display the collated and organized data points related to inbound and outbound calls, chats, emails, and SMS statis

Modifying a Script

Published August 4th, 2025 by Pat Parkhill

You can modify the page and the properties using the options available in the Design tab. Alternatively, you can modify or update the stylesheets using a script (Script) built using Javascript to create the pages. Modifying a Script On the Configure tab, click Agents > Agent Desktop.The Agent Desktop window appears. Click the Designer tab. Se

Steps to Create and Design a Page

Published August 4th, 2025 by Pat Parkhill

Before you begin All the required images should be uploaded to the Image Library so that the same can be used while designing pages. Create a Page To create a page: Click Add Page. Specify a Name and Description for the page. Select the page Type from the drop-down list. The following are the page types: Field Description Standard A standard page ca

Working with Input Filters

Published August 4th, 2025 by Pat Parkhill

When you import data (for example, contact information, account details, or transaction records) into the LiveVox Portal (LVP), you must create input filters that can read the data submitted in your files into a format that can be stored in the LiveVox databases. An input filter processes and imports the data from a file into LVP through field mappi

Setting Up and Enabling an Agent for Chat

Published August 4th, 2025 by Pat Parkhill

To ensure that chat messages sent by your customers reach an agent, the agent must be set up for and enabled on Chat. Before You Begin Ensure that you record the services associated with the web widget. Setting Up and Enabling an Agent on Chat To set up and enable an agent for Chat: Log in to the LiveVox Portal. On the Configure tab, click Service

Requesting an HCI Service

Published August 4th, 2025 by Pat Parkhill

A Human Call Initiator (HCI) service is one in which a Clicker Agent manually launches outbound telephone calls by clicking each displayed number. If a customer answers the call, the call is routed to a Closer Agent, who speaks with the customer. This service is typically used when a company does not have a customer’s previous consent to contact the

Understanding LiveVox Portal Reports

Published August 4th, 2025 by Pat Parkhill

This article provides a brief overview of the reports available to you on the LiveVox Portal (LVP). Inbound Reports Inbound Efficiency Report This report provides key performance indicators (KPIs) pertaining to inbound call management. The report contains information about total calls, calls handled, calls offered, calls abandoned, and related met

Requesting a New Manual Service

Published August 4th, 2025 by Pat Parkhill

The LiveVox Customer Care team can create a new Manual service for you. A Manual service is a human-initiated service in which an agent manually enters all 10 digits of a telephone number on a keypad to launch an outbound call, or the agent manually selects a phone number to launch a call from a CRM Agent Desktop. The same agent handles the call. Yo

Working with Dialing Profiles and Strategies

Published August 4th, 2025 by Pat Parkhill

This article describes how dialing profiles and strategies can help ensure that you run campaigns in compliance with industry regulations. Dialing profiles define the acceptable days and hours that you can contact customers through telephone calls or Short Message Services (SMSes). They support compliance guidelines for contacting customers within r

Enabling the Script Feature on the Designer Desktop

Published August 4th, 2025 by Pat Parkhill

The Script tool enables you to build scripts to guide an agent through a variety of customer interactions, such as onboarding, processing accounts, and so on. To enable the Script functionality, contact your Account team. Script is a billable feature. You can see if the Script is available from the Billing tab of the LiveVox Portal (LVP). Billing Ta

Design Tab Overview for Script

Published August 4th, 2025 by Pat Parkhill

You can create and design the page in the Design window. The window contains the following options: Elements The script builder toolbar provides access to the data elements and data control types that are used for displaying and capturing data within a script. You can insert the controls into a script by dragging and dropping the control to the scri

Filtering Contacts in Contact Manager

Published August 4th, 2025 by Pat Parkhill

You can filter the contacts in Contact Manager to fetch the contacts that you want to export or the contacts that you want to include in a campaign. To filter the contacts, you can perform a basic search or an advanced search. Performing a Basic Search This method involves specifying the filter criteria in the Search field and then clicking the mag

Requesting a New Inbound Service

Published August 4th, 2025 by Pat Parkhill

LiveVox Customer Care can create a new inbound service to allow clients to direct and filter incoming calls throughout their call centers. The typical turnaround time for processing requests is three to four business days. Info Clients cannot create new inbound services themselves. This is not a self-serviceable option. Ordering a New Inbound Servi

How Do I Use an LCID Package Effectively?

Published August 4th, 2025 by Pat Parkhill

The Local Caller ID (LCID) package displays a local number to the customers you're dialing, making them more likely to answer or call the number back later. Recommended Practices Use LCID packages on high volume outbound dialing campaigns to boost the Live Answer Rate and/or the Callback Rate. There are 3 numbers for every major metro area code cont

Contact Center CRM Agent Desktop Overview

Published August 4th, 2025 by Pat Parkhill

A Contact Center Customer Relationship Management (Contact Center CRM) Agent Desktop contains the Designer panel, which is an extension of the agent panel. While the agent panel contains a dial pad and options to contact customers (by voice, chat, email, and SMS), the Designer panel contains components that enhance the functionality and the informat

Agents Unable to Change Sender when Composing Email

Published August 4th, 2025 by Pat Parkhill

When using the LiveVox Email editor, agents can select from a variety of options. They can choose who to send an email to, what the email will say (in the form of a custom message or saved template), and who the email is from. If you have an agent that is unable to change the "From" field to a different email address, they will see the following err

Managing a Ticket

Published August 4th, 2025 by Pat Parkhill

U17 Managing a ticket involves creating, modifying, and viewing a ticket. The Tickets subsection of the Ticketing section enables you to manage tickets, as well as accounts and contacts. This article contains the following sections: Creating a Ticket You create a ticket to track a request or an issue. To create a ticket: On the Configure tab, go to

Unable to Generate Call Recording or Screen Recording

Published August 4th, 2025 by Pat Parkhill

Call Recording and Screen Recording reports are standardized reports in any LiveVox Portal (LVP). To view them, navigate to the Review tab in your LVP and click on Agent Reports. From here, we'll be looking at the Call Recording Report (which also includes screen recordings, if they are enabled and if agents are using the Agent Desktop Native [ADN]

Running the Qualify Test

Published August 4th, 2025 by Pat Parkhill

The Qualify Test is a browser automation tool that tests a variety of metrics related to your WebRTC-based connection with LiveVox/SmartReach. By automating web browsers, you can simulate real users using your LiveVox/SmartReach service from different locations around the world, running on different network configurations, all done at scale in a rep

Capturing an Agent Desktop Native (ADN) Log

Published August 4th, 2025 by Pat Parkhill

Note For information on what Network and Console logs (also known as F12 logs) are used for at LiveVox, take a look at our instructions for pulling them in a traditional web browser. If you are utilizing the Agent Desktop Native (ADN) application to access LiveVox, you may be required to capture diagnostic logs within the application for trouble

The Customer Community Hub

Published August 4th, 2025 by Pat Parkhill

The Customer Community is a self-service hub for contact center professionals to connect, collaborate, and share knowledge about CXone Mpower and LiveVox, as well as create and manage support cases. Accessing the Customer Community Hub Complete the following steps to access Community: SmartReach / LiveVox will register you to provide access to the

Scheduled Callback Did Not Launch

Published August 4th, 2025 by Pat Parkhill

If customers are busy or unable to talk, they may ask one of your agents to call them back at a different time of day. Luckily, LiveVox offers an agent the ability to schedule an automated callback on a designated day and time. Depending on your configuration, this callback can even occur without the original agent, allowing for maximum flexibility.

Campaign Not Building or Not Loading

Published August 4th, 2025 by Pat Parkhill

When working with Campaigns in the LiveVox Portal (LVP), you may encounter some situations where the contact file will simply: Not become available to build or play (a "spinning" icon in the Play State after uploading), or Not load any contact records (Campaign file shows zero loaded records) Scenario #1: Campaign "Spinning" You've clicked Upload on

Agents Cannot Use Templates for Sending Email and SMS Messages

Published August 4th, 2025 by Pat Parkhill

Issue In U15 or a later version, when agents attempt to send email or SMS messages using a template, the Template field does not contain any templates. Cause Message templates have not been added to the Agent Desktop associated with the service used by the agents. Resolution Log in to the LiveVox Portal (LVP). Identify the Agent Desktop associated w

Assigning Script to Services

Published August 4th, 2025 by Pat Parkhill

To make a script available for your agents, you must assign the script to the services assigned to your agents. To assign a service to a script: Log in to the LiveVox Portal. On the Configure tab, click Agents > Agents Desktop.The Agent Desktop window appears. Click the Designer tab. Select the required Designer Desktop from the drop-down list.

Configuring Welcome or Out-of-Office Messages

Published August 4th, 2025 by Pat Parkhill

You can define the online messages and offline messages that appear on a web widget when a customer visits your website. Before You Begin Ensure that the Inbound Chat message field of the services to which you want to route a chat (that is, chat services) contains a message template. The Inbound Chat message field appears on the Settings tab of the

Monitoring Outbound Email Traffic

Published August 4th, 2025 by Pat Parkhill

U17 The LiveVox Portal (LVP) provides information about the outbound emails for active campaigns. The Outbound tab of the Email Monitor dashboard provides statistical information regarding outbound emails for a selected active campaign over a period of time. By default, the Email Monitor dashboard displays statistics for email campaigns that were ru

Monitoring an Agent's Call

Published August 4th, 2025 by Pat Parkhill

You can listen to a call between your agent and a customer in real-time (Monitor). In addition, you can privately guide the agent (Coach), or voluntarily participate in the call by interacting with both the agent and the customer (Barge). This article describes how to monitor an agent's call on the LiveVox Portal (LVP) by using the Monitor, Coach, a

Logging Agents Out of the LiveVox Platform

Published August 4th, 2025 by Pat Parkhill

Before You Begin Ensure that you have one of the following LiveVox user roles: Manager, Superuser, Sysadmin You can log out one or more agents from their Agent Desktop if they are not on a call. To do so: Log in to the LiveVox Portal. Access the Monitor dashboard at the enterprise or call center level. In the Voice section, as required, click one of

Monitoring Inbound Email Traffic

Published August 4th, 2025 by Pat Parkhill

It is essential to monitor all inbound email traffic to ensure that communication is handled in a timely manner. The LiveVox Portal (LVP) provides all the necessary email-related information on the Monitor dashboard. The Monitor dashboard displays Voice (opened by default), Email, SMS, and Chat tabs. Click the Email tab to access the Email Monitor d

Email Authentication: What Is It and Why Is It Important?

Published August 4th, 2025 by Pat Parkhill

Email authentication is a method to verify if the received email is from a legitimate source or is potential spam. When an email is delivered, the receiving mail server uses a set of methods to determine if the message was sent from the person whose email address is specified in the From field. The receiving server also determines whether the receiv

How Many Phone Numbers Can an LCID Package Contain?

Published August 4th, 2025 by Pat Parkhill

US LCID packages may contain up to 300+ local numbers, which cover 100+ major areas. Canadian LCID packages may contain up to 45 local numbers, which cover 15 major areas. The major areas may vary in each package based on what is available to LiveVox from the carriers. There are typically 3 phone numbers assigned for each of the covered major areas.

Managing an Email Thread

Published August 4th, 2025 by Pat Parkhill

The Email tab of the Monitor dashboard provides a consolidated view of the email threads being handled for an active email campaign. The Inbound tab of the Email Monitor dashboard displays the data associated with all inbound emails. Information regarding the number of email threads, resolved email threads, unresolved email threads, and the number o

Consent Management and Managing Opt-In/Out for Email

Published August 4th, 2025 by Pat Parkhill

You can manage email consent for customers through the Services > Settings tab. Customers must consent to receive emails before you can email them. You can specify the Email Opt-In Message and Email Consent Required fields. The Services > Settings tab allows you to verify or adjust a number of configurable settings. Under the Contact Rules se

Best Practices for Using Email: Content, Frequency, and More

Published August 4th, 2025 by Pat Parkhill

Emails are a great, low-cost ways to communicate with your customers. Payment reminders, missed payment alerts, call-back request information, promotion alerts are some areas where email communication can be used effectively. Though using emails is known to be very effective, writing emails does require some thought and effort. The LiveVox Platform

Accessing the Monitor Dashboard

Published August 4th, 2025 by Pat Parkhill

The Monitor dashboard provides information about the Inbound and Outbound emails for an active email campaign. The Outbound tab gives a percentage of emails that were delivered, opened, bounced, unsubscribed, and suppressed. This information is available for a particular campaign and for a selected period of time. The Inbound tab provides informatio

Using Termination Codes

Published August 4th, 2025 by Pat Parkhill

Termination codes (or disposition codes) identify the possible outcomes of the calls agents make and receive. You must select a termination code when ending a call. Info Termination codes are assigned to each individual service. This allows specific services or groups of services to have unique termination code options for different businesses or cl

Understanding Agent States

Published August 4th, 2025 by Pat Parkhill

When an agent uses the agent desktop, the agent is assigned one of the following states or statuses when in a call or using the chat function. U15 / U17 Ready or Not Ready: You can either be in the Ready state or Not Ready state to receive or dial a call or chat. For more information, expand the below section: Ready or Not Ready States You can use

Scheduling a Callback

Published August 4th, 2025 by Pat Parkhill

When talking to a customer, you might need to schedule a time to call that customer again. Using the Schedule Callback tool on the agent desktop enables you to schedule a callback during your call. When enabled, the Schedule Callback icon is displayed on the desktop when your status is either In Call or Wrap up and allows you to set a time (and opti

Receiving an Inbound Call

Published August 4th, 2025 by Pat Parkhill

When you log in to the agent desktop with the service routed to receive inbound calls, you can receive the call from the agent desktop. U17 Receiving an Inbound Call without Call Acceptance Log in to the agent desktop. Place yourself in the Ready state by selecting the Ready option from the top left drop-down list. When you get an inbound call, you

Managing the Email Inbox

Published August 4th, 2025 by Pat Parkhill

Email is one of the ways that you can use to communicate with your customers. You can send and receive emails from customers (bi-directional) through your agent desktop. Inbound emails appear in your personal or group inboxes on the Inbox tab of the desktop. The Inbox tab displays the number of unread messages in each thread. You can use this tab to

Understanding Call Controls

Published August 4th, 2025 by Pat Parkhill

When a call is connected, the agent desktop displays your status, your signed-in service, the caller information, the Call Control dashboard, and a list of termination codes. This article describes the Call Control dashboard, which allows agents to perform operations, such as transferring a call, ending a call, holding a call, and so on. U17 Agent

How to Access a Voicemail and Record a Greeting

Published August 4th, 2025 by Pat Parkhill

You can access voicemail messages (group and personal) and record voicemail greetings on the Agent Panel of your Agent Desktop. In earlier LiveVox releases, voicemail was located in a separate VM tab on the Agent Panel. Accessing a Voicemail To access a voicemail: On the Inbox tab of the Agent panel, in the Voicemail section, select the voicemail th

Human Text Initiator (HTI) Clicker Agents

Published August 4th, 2025 by Pat Parkhill

The Human Text Initiator (HTI) service enables agents to manually launch text messages using a mouse click. Agents using the HTI desktop to launch manual text messages are often referred to as Clicker or HTI Agents. Clicker Agents are signed in to the HTI service to manually select and launch text messages from the HTI desktop. Any agent who can rep

Human Call Initiator (HCI) Clicker Agents

Published August 4th, 2025 by Pat Parkhill

This article provides an overview of the role of HCI Clicker Agents in the LiveVox Portal (LVP). In LVP, Human Call Initiator (HCI) is a service in which an agent, known as a Clicker Agent, manually launches a call by clicking on a dialog box. A Clicker Agent can launch one call at a time using a single click. If a customer answers the call, the ca

10-Digit Manual with Transfer (10DMT) Agents

Published August 4th, 2025 by Pat Parkhill

Are You a 10DMT Agent? If you are using the 10DMT screen to manually enter the phone numbers, you are a 10DMT Agent or call initiator. The agents who receive the manually initiated calls are called Closer Agents. What Is 10DMT Service? The 10-Digit Manual with Transfer service (10DMT) is a special service that facilitates more efficient manual dial

Using the Agent Panel

Published August 4th, 2025 by Pat Parkhill

The Agent Panel provides the single-agent panel view of the agent desktop. The Agent Panel (only) is available to Voice agents. This allows you to work with a voice-centric agent desktop. U17 Once you log in to the agent desktop, the Agent Panel appears as below: Agent Panel Functionality The Agent Panel provides the following basic functionalities:

Logging in to the LiveVox Communicator (LVC)

Published August 4th, 2025 by Pat Parkhill

Logging in to LiveVox Communicator (LVC) The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the

LiveVox Communicator (LVC) Overview

Published August 4th, 2025 by Pat Parkhill

The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the configuration, which means the settings a

Establishing an Audio Connection

Published August 4th, 2025 by Pat Parkhill

When logging in to the agent desktop, you must establish an audio connection. Depending on the type of service you select, you might have to follow different instructions to establish your audio. Call Using a Computer Select the Call using computer checkbox to establish an audio path using the agent desktop. 2. Click the Sign In button. Note If you

Choosing a Headset for LiveVox Use

Published August 4th, 2025 by Pat Parkhill

When choosing a headset or pair of headphones, you typically get what you pay for. You may have a lightning-fast network and top-of-the-line PC, but if you have a poor headset, your audio quality will suffer. Where the headset will be used also matters. Most well-known brands separate their headsets into two different categories: call center or offi

Creating a Contact Flow

Published August 4th, 2025 by Pat Parkhill

The Contact Flow Engine is a tool in the LiveVox Portal (LVP) that enables you to define the flow of any type of communication (call, chat, email, SMS, or WhatsApp) between your organization and a customer. A contact flow primarily consists of modules (such as languages or actions) and connectors (for linking the modules, setting the flow, or assign

Changing the Verbiage of a Message

Published August 4th, 2025 by Pat Parkhill

To change the verbiage (text) of a message, select the verbiage from the available phrases in the LiveVox phrase library or the phrase library that is specifically created for you, from the Phrases settings window of the LiveVox Portal. If the desired verbiage is not available in either library, you can record a new message and upload the audio

Assigning a Message to a Service

Published August 4th, 2025 by Pat Parkhill

After you create and deploy a message, you must assign it to a service to ensure that the contact flow behaves as expected. This topic describes how to assign a message to inbound and outbound services using the Services editor. Note You can assign a message to more than one service. However, each service can only have one associated message. In t

Assigning a Contact Flow to a Service

Published August 4th, 2025 by Pat Parkhill

This topic describes the different ways in which you can associate a contact flow with a service. In the LiveVox Portal (LVP), when you create a contact flow that uses the lookup module, the Lookup Source property allows you to select Services or Contacts as the source of the lookup key. If you select the Services option here, the lookup key focuse

Using Subnet IP for Added Security

Published August 4th, 2025 by Pat Parkhill

U17 The Security tab of the Client editor controls the security configuration options for both users and agents. On the Security tab, you can specify password-related security parameters and the maximum failed login attempts for the LiveVox Portal (LVP) user and agent. The Subnet IP is one of the fields on the Security tab. The Subnet IP field cont

Unlocking a User

Published August 4th, 2025 by Pat Parkhill

If you enter incorrect credentials while logging in to the SmartReach Portal, you will be locked out of the application after a certain number of attempts. Your account must be unlocked before you can log in again. Only Sysadmin users can unlock the locked user accounts. Info By default, users are allowed five failed login attempts. You can set t

Understanding User Roles and Permissions

Published August 4th, 2025 by Pat Parkhill

When you create users , you can assign user roles and grant them the permissions associated with that role. The following tables contain user roles and the corresponding permissions for that role: Fall23 User Roles and Permissions The following table describes the user roles and the permissions in version Fall23 of the SmartReach application: Power

Understanding SmartReach Services

Published August 4th, 2025 by Pat Parkhill

This article summarizes some of the most common SmartReach services. The service that agents log in to controls the layout of the Agent Desktop, the different customer contact methods, the communication channels that are available, and the termination (or disposition) codes used to complete a customer interaction. Services define the basic activitie

Reassigning a Local Caller ID (LCID) Package to a Different Inbound Service

Published August 4th, 2025 by Pat Parkhill

The Phone Numbers editor allows users to view all LiveVox-owned phone numbers within the client’s LiveVox Portal (including Local Caller ID (LCID) numbers), and identify, assign, modify, and disassociate any phone numbers from one service to another: Navigate to the Phone Numbers editor by selecting Configure > Voice > Phone Numbers from the N

Understanding Service-Level Configuration Options

Published August 4th, 2025 by Pat Parkhill

U17 Services in the LiveVox Portal (LVP) contain a wide range of options that you can configure using the Services menu tabs. This article explains the tabs and includes quick-reference links to all the tabs: The Services General tab contains Services and Service Type sections. The Services section lists the service attributes and enables you to cha

The LiveVox Quick Connect (QC) Service

Published August 4th, 2025 by Pat Parkhill

Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service also provides answering machine detection and routes outbound calls to an available agent. The Benefits of the Quick Connect Service The following describes the benefits of the LiveVox Quick Connect service: LiveVox’s Qu

Understanding and Navigating the Monitor Tab

Published August 4th, 2025 by Pat Parkhill

The Monitor tab of the LiveVox Portal (LVP) contains the following dashboards. Monitor The Monitor dashboard provides real-time statistics and metrics for voice, email, SMS, and chat channels. The Monitor dashboard helps you measure the performance of your enterprise, call centers, services, or agents to improve efficiency.You can view the data on

Technical Specifications and Requirements

Published August 4th, 2025 by Pat Parkhill

This topic lists technical specifications and requirements for running the LiveVox Portal. Supported Browsers You can access LVP using the latest version of any of the following browsers: Chromium Google Chrome Microsoft Edge Mozilla Firefox Domain Requirements You must permit traffic to and from the following websites: *.livevox.com googleapis.com

Routing Calls to Agents

Published August 4th, 2025 by Pat Parkhill

LiveVox supports multiple options when routing calls to agents. Inbound Routing : You can route inbound calls to the specific agent who is assigned to an account or to the agent who last spoke to the consumer. This process requires that you enable ANI Lookup and that you can locate a previous transaction with an Agent ID. Automatic Number Identif

Routing an Inbound Call

Published August 4th, 2025 by Pat Parkhill

Routing an inbound call involves placing an incoming call in a queue and then routing that call to a specific person or a group based on pre-established rules (using the Contact Flow Editor and Message Template). LiveVox supports multiple options to route inbound calls. For example, you can route an inbound call to a Service Group for call distribut

Resetting Your Password

Published August 4th, 2025 by Pat Parkhill

You are prompted to change your password when: You log in to the agent desktop for the first time. Your password has expired. Your manager has changed your password. Procedure To change your password: Log in to the agent desktop. Click your avatar, and then click Change Password. The Change Password window is displayed: U17 Agent Change Password LV

Requesting Quality Assurance (QA) Testing for Services, Messages, or Call Flows

Published August 4th, 2025 by Pat Parkhill

Depending on your access level as a LiveVox Portal (LVP) administrator, you are welcome to make configuration changes to your services or messages/call flows. In fact, most features within LVP (and within the agent experience) are customizable and self-serviceable, allowing you the freedom to mold your experience to your specific needs. Due to the c

Customizing an SMS Template

Published August 4th, 2025 by Pat Parkhill

This article describes how to customize the body of an SMS message intended for customers. U17 To customize an SMS template: Log in to the LiveVox Portal. On the Configure tab, click Messaging > Messages.The Messages window appears. In the Message(s) field, select the message containing the SMS message whose template you want to customize. On the

Creating a Script

Published August 4th, 2025 by Pat Parkhill

You can create new pages and set properties using the options available in the Design tab. Alternatively, you can modify or update the stylesheets using a script (Script) built using Javascript to create the pages. Creating a Script Log in to the LiveVox Portal. On the Configure tab, click Agents > Agent Desktop.The Agent Desktop window appear

Requesting Additional Call Centers

Published August 4th, 2025 by Pat Parkhill

Call Centers can be used in your LiveVox Portal (LVP) for a variety of functions. Primarily, they are used to organize and group Services together. Call Centers can be named based on your specific use case (such as for a physical location of agents, services that have similar functions, etc.). During your initial LVP setup, you will be provided with

Renaming a Service

Published August 4th, 2025 by Pat Parkhill

U17 To rename a service: Log in to the LiveVox Portal. On the Configure tab, click Services > Services .The Services window appears. In the Call Center field, select the call center containing the service that you want to rename. In the Service field, select the service that you want to rename. On the General tab, in the Name field, enter a ne

Minimum PC Requirements for Administrators (Users) and Agents

Published August 4th, 2025 by Pat Parkhill

As with any software, the LiveVox suite of products has minimum hardware and bandwidth requirements in order to function optimally. We've put together a list of those requirements below: Minimum Requirements Agent Desktop Native Hardware Processor 256 Mhz RAM 256 MB Display Minimum resolution of at least 1024 x 768 Peripherals Network adapter 1

Moving a Service

Published August 4th, 2025 by Pat Parkhill

U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center.The following scenarios describe when you might need to move a service from one call cen

Downloading the Agent Desktop Native Application as an Administrator

Published August 4th, 2025 by Pat Parkhill

The Agent Desktop Native (ADN) application, is an installable application designed to enhance the agent experience with the following features: Offers browser-independent access to the agent desktop. Enables integrated voice using the computer (WebRTC) to place a call. Provides the ability to record the agent's desktop. Enables an administrator to

Deleting an Agent Voicemail

Published August 4th, 2025 by Pat Parkhill

If you've had an agent leave your organization, you may wish to delete an agent voicemail box. Our LiveVox Customer Care team can assist you with this request. Deleting an Agent Voicemail To have the voicemail box properly deleted, Customer Care will need to gather the following information from you: Number of agent voicemail boxes that need to be d

Configuring the Unattended Service Type

Published August 4th, 2025 by Pat Parkhill

Unattended service is an automated outbound service that connects with an IVR system. Irrespective of the responses provided, the called party cannot be connected to an agent. The configured message is delivered through an IVR system. This article provides information about how to configure the Unattended service and how to create an Unattended serv

Deleting a User

Published August 4th, 2025 by Pat Parkhill

When you no longer require a user role, you can delete that user from the SmartReach Portal. Only Sysadmin and Superuser roles can delete other user roles. To delete a user: Login to SmartReach. Go to Config > System > User . Select the user you want to delete, and then click the delete icon corresponding to that user.The Confirm dialog box ap

Creating an Agent Extension

Published August 4th, 2025 by Pat Parkhill

Along with things like voicemail and direct lines, agents can also be set up with extensions so that customers can reach them directly. Here's a sample of what an agent extension could look like in the LiveVox platform: If you're interested in setting up an agent with an extension, our LiveVox Customer Care team can assist you. Requesting an Agent E

Deleting a Service

Published August 4th, 2025 by Pat Parkhill

U17 You can delete a service if a campaign has not been run on the service over the past 90 days. You can delete the service from the Services tab within the LiveVox Portal (LVP). To delete a service: Log in to LVP. On the Configure tab, click Services > Services .The Services window appears. In the Services window, select Call Center from the

Creating an Agent

Published August 4th, 2025 by Pat Parkhill

For an agent to interact with customers, you must create and customize a profile for that agent with the following information: Login credentials to enable the agent to log on to the agent desktop. A phone number to establish an audio path. Communication channels (for example, SMS, email, or chat), language skills (for example, English or Spanish)

Creating a Group Voicemail

Published August 4th, 2025 by Pat Parkhill

Each voicemail box is associated with a single inbound service and all agents with access to that service have full access to the voicemail using their automated call distribution (ACD) system, regardless of the service they log into. This includes listening to messages, changing the password for the mailbox, deleting messages, and so on. The follo

Copying a Service

Published August 4th, 2025 by Pat Parkhill

U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center. Note You cannot create a service; however, you can copy an existing service and modify

Configuring the LiveVox Quick Connect (QC) Service

Published August 4th, 2025 by Pat Parkhill

U17 Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service also provides answering machine detection and routes outbound calls to an available agent. To configure the Quick Connect service: Select a call center from the Call Center drop-down list. Select Quick Connect from t

Configuring Client-Level Service Settings

Published August 4th, 2025 by Pat Parkhill

U17 To specify dialing and messaging settings and monitor the progress of a campaign, use the Services window on the Configure tab in the LiveVox Portal (LVP). The Settings tab in the Services window contains general and advanced settings for the service. To access the Services window, on the Configure tab, click Client / Service > Services, the

Configuring a Preview All Service Type

Published August 4th, 2025 by Pat Parkhill

The Preview All Service Type provides a preview of the customer record to the agent. Once the customer record is displayed to the agent, a definite timeframe is provided for the agent to respond. The agent can choose to dial the number, enter a different number to dial the customer, or skip dialing the customer number and move to the next customer r

Configuring a 10DMT Service

Published August 4th, 2025 by Pat Parkhill

The 10-Digit Manual with Transfer (10DMT) service is a human initiated outbound voice service to manage efficient manual dialing. 10DMT involves two types of agents a 10DMT agent or call initiator and a closer agent. A 10DMT agent manually enters all ten digits of a telephone number on the keypad to launch a call. When a customer or an answering m

Changing an Agent's Password

Published August 4th, 2025 by Pat Parkhill

Before You Begin Log in to the LiveVox Portal (LVP). On the Configure tab, click Services > Client . In the Client window, click the Security tab, and then record the values in the following fields: Password Reuse Restriction Count Password Strength To identify the textual value of this field (for example, Medium, Strong, or Very Strong), hover

Assigning Services to an Agent

Published August 4th, 2025 by Pat Parkhill

An agent must be associated with a dialing service (and signed into it) to receive calls. You can map this service-agent association either by the agent or by service. To map agents to a specific call center and service: Navigate to Configure > Agents > Agents and select the Agent Mapping tab. Use the Call Center and ACD Services dropdown menu

Associating Phone Numbers with a Service

Published August 4th, 2025 by Pat Parkhill

U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center. The Phones editor under the Configure tab allows you to add (associate) and remove (dis

Assigning an Agent to an Agent Team

Published August 4th, 2025 by Pat Parkhill

Agent mapping allows you to assign agents to an agent team. This allows you to add all agents who report to the same supervisor to the same team. Info When you add an agent team, assign services to the agent team. If a service is not assigned to an agent team, the agent team does not appear in the Monitor tab. To assign an agent to a team: Log in to

Assigning Skills to an Agent

Published August 4th, 2025 by Pat Parkhill

Agent Skills allow administrators to classify agents for preferential routing of inbound or outbound traffic based on an attribute the agent may possess, the types of clients they handle, or their proficiency (level of expertise) handling certain call traffic. To assign skills to an agent: Log in to the LiveVox Portal. On the Configure tab, click Ag

Activating an Agent

Published August 4th, 2025 by Pat Parkhill

An inactive agent is not allowed to sign in, nor can you score an inactive agent. To active an agent, use the Agents window. U17/LV19 To activate an agent's profile: Log in to the LiveVox portal. On the Configure tab, click Agents > Agents.The Agents window appears. On the General tab, select All from the Filter drop-down list. Info All the act

Creating a Message and Assigning the Message to a Service

Published August 4th, 2025 by Pat Parkhill

Creating a message allows the administrator to customize the phrases used in a contact flow. For example, if a client has call centers in different cities, you can create a contact flow to be used as a welcome message, but customize the message for different branches. Note: Before you begin, ensure that you have a contact flow ready. For more inform

Configuring Call and Screen Recording Jobs

Published August 4th, 2025 by Pat Parkhill

You can configure call recording and screen recording functionalities through the Jobs tab in the Client window in the LiveVox Portal. The Screen Recording feature comes at an additional cost and must be enabled by the LiveVox admin. Contact your Account team to enable this feature. Configuring a Call Recording Job Log in to the LiveVox Portal. Cl

Generating a Call Recording Report

Published August 4th, 2025 by Pat Parkhill

The Call Recording reports are generated based on the Days of Call Recording duration set at the Client or Service settings in the LiveVox Portal. The report displays the results only for the start/end time duration no greater than 730 days. LiveVox maintains access to the recordings through the LiveVox Portal for up to 3653 days. However, the se

What is Two-Way Texting? Can It Be Automated?

Published August 4th, 2025 by Pat Parkhill

Two-Way Texting Two-way texting is when an agent is enabled to interact with a customer over an SMS channel. Two-way texting can be between an agent and a customer, or can be automated. Automated Texting Conversation between a customer and an automated response system is possible within the SmartReach platform. Just as a customer can interact with a

Call Recording Storage

Published August 4th, 2025 by Pat Parkhill

LiveVox stores your call recording files for a minimum of 3 days and a maximum of 15 days at no additional fee. However, you can extend the time that call recording files are stored for a nominal fee. To request extended storage, contact the LiveVox Customer Care Team. Info To enhance the reliability and availability of call recordings, LiveVox use

How Are SMS Messages Sent and Delivered?

Published August 4th, 2025 by Pat Parkhill

There are three delivery methods that are used to send and deliver a Short Message Service (SMS) text: Toll-free number Short code 10-Digit Long Code (10DLC) number Toll-Free Number Toll-free numbers are telephone numbers with a three-digit code that can be dialed with no charge to the person dialing the number. If you already have a toll-free numbe

What Is Involved in Getting a Toll-Free Number or Shortcode?

Published August 4th, 2025 by Pat Parkhill

Toll-Free Number Toll-free numbers (TFNs) allow for 3 messages to be sent per second, making them an excellent fit for a variety of SMS campaigns, including: Mass-SMS Click-to-Text SMS Bi-Directional SMS Average turnaround time for procuring a new TFN and configuring the phone number to be used within the LiveVox platform is about 5 days. Toll-free

What Are Best Practices for Toll-Free Number Texting?

Published August 4th, 2025 by Pat Parkhill

When utilizing toll-free number SMS, there are a few "best practices" to keep in mind: Callback numbers and delivery numbers must match. If your SMS mentions a phone number for customer callbacks, your delivery number must match (the number that the SMS was sent from). Messaging should not be aggressive or threatening. As with any customer interacti

The Customer Community Hub

Published August 5th, 2025 by Pat Parkhill

The Customer Community is a self-service hub for contact center professionals to connect, collaborate, and share knowledge about CXone Mpower and LiveVox, as well as create and manage support cases. Accessing the Customer Community Hub Complete the following steps to access Community: SmartReach / LiveVox will register you to provide access to the

Capturing F12 Logs

Published August 5th, 2025 by Pat Parkhill

HAR (HTTP Archive format) is a log of a web browser's interaction with a site. This information is required for troubleshooting an issue between the LiveVox platform and the web browser that you use. At LiveVox, these are referred to as F12 logs or network and console logs. Note When capturing these logs, they must be collected from the computer t

Clearing Cache or Cookies in a Web Browser

Published August 5th, 2025 by Pat Parkhill

Having a display problem in the LiveVox platform? Unable to access LiveVox after a platform update? Try clearing your cache and cookies in your preferred web browser. When visiting a website, certain pieces of that site are cached, or stored, so that images and other data can be displayed more quickly. Since cached information is stored locally on y

Capturing an Agent Desktop Native (ADN) Log

Published August 5th, 2025 by Pat Parkhill

Note For information on what Network and Console logs (also known as F12 logs) are used for at LiveVox, take a look at our instructions for pulling them in a traditional web browser. If you are utilizing the Agent Desktop Native (ADN) application to access LiveVox, you may be required to capture diagnostic logs within the application for trouble

Running the Audio Wizard in LiveVox Communicator (LVC) v3.15

Published August 5th, 2025 by Pat Parkhill

If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v3.15 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera

Understanding Qualify Test Results: Call Quality

Published August 5th, 2025 by Pat Parkhill

The Call Quality widget tests for the actual session quality when connecting a WebRTC session with the service being tested. Data We Collect and Share The Call Quality widget gathers data on four metrics: MOS Score - Mean Opinion Score. A value between 1-5 indicating a subjective quality measurement. Here is a scale of all MOS Scores: >4 = Exce

Capturing Logs in LiveVox Communicator (LVC) v3.15

Published August 5th, 2025 by Pat Parkhill

If you are having problems with the LiveVox Communicator (LVC) v3.15 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this. Warning It's important to capture these logs during a call so that you're replicating the problem. Capturing the Logs Open y

Capturing Logs in LiveVox Communicator (LVC) v5.3

Published August 5th, 2025 by Pat Parkhill

If you are having problems with the LiveVox Communicator (LVC) v5.3 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this. Warning It's important to capture these logs during a call so that you're replicating the problem. Capturing the Logs Open LV

Running the Audio Wizard in LiveVox Communicator (LVC) v5.3

Published August 5th, 2025 by Pat Parkhill

If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v5.3 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera a

Running the Qualify Test

Published August 5th, 2025 by Pat Parkhill

The Qualify Test is a browser automation tool that tests a variety of metrics related to your WebRTC-based connection with LiveVox/SmartReach. By automating web browsers, you can simulate real users using your LiveVox/SmartReach service from different locations around the world, running on different network configurations, all done at scale in a rep

Understanding the Qualify Test Results

Published August 5th, 2025 by Pat Parkhill

Understanding Qualify Test Results If you've successfully run a test using our Qualify Test browser automation tool, you may be wondering how to interpret the results. We've broken down the details of each metric for you in the following articles. Here are the six results of the test: Throughput Call Quality Device State Location Bandwidth Speed DNS

Understanding the Qualify Test Results: Throughput

Published August 5th, 2025 by Pat Parkhill

The Throughput Widget tests the data channel throughput. This can be used as a gross estimate of the number of concurrent sessions that are potentially available. This test connects a data channel via the TURN servers of the tested infrastructure. It sends data payloads of 1,024 bytes each over the channel for a few seconds and measures the rate at

Understanding Qualify Test Results: Device State

Published August 5th, 2025 by Pat Parkhill

The Device State widget collects useful device information and puts them front-and-center on the Results page: Custom Field Options Fields included in this widget are customizable during initial audio setup with LiveVox. Default options include: Audio - This let's the user know if audio is enabled via WebRTC or not. Device - Shows which device (mi

Understanding Qualify Test Results: Location

Published August 5th, 2025 by Pat Parkhill

The Location widget looks for the geolocation of the user (this is found based on the public IP address of the user running the test): Data We Collect and Share IP - The public IP address of the browser conducting the test. This is where TestRTC sees the request coming from. City - By using an external geoIP service, we convert the IP address to a

Understanding Qualify Test Results: Bandwidth Speed

Published August 5th, 2025 by Pat Parkhill

The Bandwidth Speed Widget runs an HTTPS speed test from the user’s device to your data center location: This test gives a general indication of the link quality, hinting to the availability of a fiber connection, ADSL or other. It also gives an estimate to the upper limit of the connection speed available between the user’s location and your infras

Understanding Qualify Test Results: DNS Lookup

Published August 5th, 2025 by Pat Parkhill

The DNS Lookup Widget tests the reachability and connectivity to a list of HTTPS or WSS addresses: This test tries to connect to the servers used for the ongoing operation of the service (not necessarily directly linked to WebRTC) to make sure they are accessible from the browser. If any of the addresses can’t be connected to, some or all parts of y

Determining if a Phone Number Is a Wireless Phone Number

Published August 5th, 2025 by Pat Parkhill

LiveVox uses a database of wireless numbers from Interactive Marketing Solutions ( http://www.ims-dm.com/ ). LiveVox has a subscription from IMS for the automated file delivery service for the following: The wireless block identifier file (the list of area codes and exchanges or blocks of numbers assigned to wireless carriers active within the North

Capturing Agent Registration App Logs

Published August 5th, 2025 by Pat Parkhill

Acquiring Agent Desktop Native Logs To acquire the Agent Desktop Native (ADN) logs, complete the following steps: Go to the Windows Start Menu. In the search field, type %appdata%. You should see a folder named Roaming within the search results. Open the Roaming folder and then open the Agent Desktop Native folder. Enable ADN logging on the agent'

Error Message During Campaign Upload

Published August 5th, 2025 by Pat Parkhill

Campaign uploads contain multiple components such as Campaign Types , Input Filters , and Services . Errors related to these features usually show up after a Campaign upload (such as with a "spinning" Campaign status or a Campaign loading with zero records). If you receive a "Failed to retrieve Campaign details" error immediately after attempting an

Error Message when Generating a Report

Published August 5th, 2025 by Pat Parkhill

Receiving an error message when generating a LiveVox standard report ? We're here to help. We've outlined a couple of common scenarios where errors may occur when working with reports: Scenario #1: Unable to Run Report (Permission Error) An Administrator's (User's) role determines what that individual may see within the LiveVox Portal (LVP). Depe

Error Message Accessing SFTP

Published August 5th, 2025 by Pat Parkhill

Secure File Transfer Protocol (also known as SFTP) is a feature that the LiveVox Portal (LVP) supports. SFTP can be accessed directly through an SFTP Browser within LVP , or through an external SFTP client or product (such as FileZilla or WinSCP ). SFTP browsers give you a shared access location anywhere with a data stream (network connection)

Trouble Logging In to LiveVox Communicator v5.3

Published August 5th, 2025 by Pat Parkhill

Unlike previous versions of the LiveVox Communicator (LVC) application, v5.3 does not require a user name or password in order to login each time you open the app. Instead, for your convenience and security, your company credentials are stored locally in a configuration file on your PC. When you open LVC v5.3, you should see the following: This

Unable to Log in as an Administrator or Agent

Published August 5th, 2025 by Pat Parkhill

Troubleshooting If you cannot log in as an administrator or as an agent, use the following steps to help troubleshoot the situation. Check the agent/user affected in the LiveVox Portal, because the problem could be something as simple as too many unsuccessful logon attempts. Agent/user is locked. If the agent/user is locked out because of multiple

Agent Desktop Call Timer is Incorrect

Published August 5th, 2025 by Pat Parkhill

Many aspects of a call within the LiveVox platform are tracked, such as who the call is to, when it was made, and how long it was. These are incredibly valuable statistics to any administrator analyzing call center performance. These statistics are historical, or are stored within the LiveVox platform for your reference. Other call statistics are tr

Enabling Call Acceptance Feature in Agent Desktop

Published August 5th, 2025 by Pat Parkhill

LiveVox offers a variety of potential settings options for an agent's experience during an inbound call. A common complaint amongst agents in the LiveVox platform is that their Agent Desktop window is not offering any sort of warning or visual cue that they are receiving a call from a customer. Example Andy is in a Wrap-Up state after finishing a

Termination Codes or Call Controls Not Visible from Agent Desktop

Published August 5th, 2025 by Pat Parkhill

Within the LiveVox Agent Desktop , agents are presented with a variety of tools to assist them in their customer interactions, such as: Call control buttons that allow them to answer, terminate, transfer, or conference calls together (outbound or inbound) Customer information known as a screen-pop, detailing who the agent is speaking with and other

Agent Desktop is Frozen, Unresponsive, or Displaying Incorrect Information

Published August 5th, 2025 by Pat Parkhill

If an agent is reporting problems with their Agent Desktop , ask them what specifically is occurring. This guide will cover the following common scenarios: Freezing or lag within the Agent Desktop During a call, information is displayed incorrectly (customer information is out of order or incorrect) Freezing or Unresponsive Agent Desktop As we've

Call Not Launching to a Phone Number Associated with Multiple Accounts

Published August 5th, 2025 by Pat Parkhill

When an agent dials a phone number that is associated with multiple accounts, the call ends instead of progressing with the first account matched in the lookup module. The following solutions may fix this issue: Build Contact Flows with the Lookup Module Use the lookup module to route the multiMatch event connector to other modules besides another l

Agents Cannot Use Templates for Sending Email and SMS Messages

Published August 5th, 2025 by Pat Parkhill

Issue In U15 or a later version, when agents attempt to send email or SMS messages using a template, the Template field does not contain any templates. Cause Message templates have not been added to the Agent Desktop associated with the service used by the agents. Resolution Log in to the LiveVox Portal (LVP). Identify the Agent Desktop associated w

Agents Cannot Send Email and SMS Messages Due to a Blank Sender Field

Published August 5th, 2025 by Pat Parkhill

Issue In U15 or a later version, when agents attempt to send email or SMS messages, the From field is empty. Cause An email address or an SMS number has not been assigned to the service used by the agents. Resolution Log in to the LiveVox Portal. Decision Tree Assign an email address or an SMS number to the service used by the agents. Email SMS On t

Unable to Launch Calls

Published August 5th, 2025 by Pat Parkhill

Having trouble launching calls through your LiveVox Portal (LVP)? Let's take a look at a couple of scenarios that could prevent you from sending out calls properly. Before we begin, we need to gather some information. All outbound calls originating from the LiveVox platform will have two things in common: A Service type. Campaigns that are responsib

Call Quality Troubleshooting

Published August 5th, 2025 by Pat Parkhill

Having excellent call quality is extremely important when interacting with customers. Great communication hinges upon both parties being able to hear each other clearly. If you're having poor call quality , we're here to help. Diagnosing poor call quality can be difficult. There are many pieces to the puzzle making it hard to determine which side of

Campaign Not Building or Not Loading

Published August 5th, 2025 by Pat Parkhill

When working with Campaigns in the LiveVox Portal (LVP), you may encounter some situations where the contact file will simply: Not become available to build or play (a "spinning" icon in the Play State after uploading), or Not load any contact records (Campaign file shows zero loaded records) Scenario #1: Campaign "Spinning" You've clicked Upload on

Calls Launching Unexpectedly

Published August 5th, 2025 by Pat Parkhill

The LiveVox Portal (LVP) offers a variety of useful tools to block contact to individual phone numbers or account numbers. It also offers many protections so that calls or contacts are not sent to customers outside of permissable hours or too frequently. If you have noticed a call that has launched when you weren't expecting it to, let's take a look

Inbound Call Routing Troubleshooting

Published August 5th, 2025 by Pat Parkhill

If you've noticed that some of your inbound calls are not routing to the proper agents, we're here to help. Let's try to simplify the call routing process and identify some key information before we dig into potential causes. We'll need to determine two important details: The Routing Type - We'll need to start by identifying what type of routing you

Scheduled Callback Did Not Launch

Published August 5th, 2025 by Pat Parkhill

If customers are busy or unable to talk, they may ask one of your agents to call them back at a different time of day. Luckily, LiveVox offers an agent the ability to schedule an automated callback on a designated day and time. Depending on your configuration, this callback can even occur without the original agent, allowing for maximum flexibility.

Calls Dropping or Disconnecting

Published August 5th, 2025 by Pat Parkhill

Nothing can be more frustrating for an agent than to drop or disconnect a call in the middle of an interaction with a customer. Many times, this can be a simple mistake by the agent, such as: Agent accidently clicked the End Call button in their Agent Desktop Agent closed out of their Agent Desktop window Agent closed their softphone application (su

Customer Did Not Receive Email

Published August 5th, 2025 by Pat Parkhill

As a multi-channel contact center solution, LiveVox offers the ability to send emails to customers via the LiveVox Portal (LVP). Just like with phone calls or text messages (SMS), emails are sent via Campaign. If a customer is not receiving emails from your email Campaigns, we'll need to verify a few pieces of information in order to understand why.

Agents Unable to Change Sender when Composing Email

Published August 5th, 2025 by Pat Parkhill

When using the LiveVox Email editor, agents can select from a variety of options. They can choose who to send an email to, what the email will say (in the form of a custom message or saved template), and who the email is from. If you have an agent that is unable to change the "From" field to a different email address, they will see the following err

Troubleshooting Agent Monitoring Problems

Published August 5th, 2025 by Pat Parkhill

When you cannot monitor your agents, the issue can take one of the following forms: Are you seeing an error message when you attempt to monitor an agent? When attempting to monitor an agent, do you hear any audio? Is the monitor call failing or not launching? The following sections describe the steps to troubleshoot these types of problems. If you n

Automated Report Never Arrived

Published August 5th, 2025 by Pat Parkhill

When working with LiveVox reports, you have a few different options available to you as a User. First, reports can either be standard (available in the Review tab of your LiveVox Portal and seen in the screenshot below), or custom (configured separately outside of the platform). Secondly, reports can either be pulled on-demand (also through the Re

Unable to Generate Call Recording or Screen Recording

Published August 5th, 2025 by Pat Parkhill

Call Recording and Screen Recording reports are standardized reports in any LiveVox Portal (LVP). To view them, navigate to the Review tab in your LVP and click on Agent Reports. From here, we'll be looking at the Call Recording Report (which also includes screen recordings, if they are enabled and if agents are using the Agent Desktop Native [ADN]

How Does a Customer Opt-in (or Double Opt-In)?

Published August 4th, 2025 by Pat Parkhill

Gathering consent from a customer is essential for automated programs (such as SMS campaigns). Consent is typically gathered via existing communication channels, such as: Agent communication IVR Web-based Keyword Double Opt-in A "double opt-in" requires that a customer take action to confirm their original opt-in. For example: if a customer signs up

Enabling the SMS Channel for an Agent

Published August 4th, 2025 by Pat Parkhill

To enable an agent to handle the SMS channel from the Agent Desktop: On the Configure tab, click Agents > Agents. The Agents window appears. On the General tab, double-click the row displaying the agent whose profile you want to modify.The Agent Details window appears. Click the Channels tab. If the SMS Channel icon is greyed out, click it to

Best Practices for SMS

Published August 4th, 2025 by Pat Parkhill

When done in a compliance-friendly manner, texting is an effective way to synchronize outbound and inbound customer interactions into a single service. With the opportunity for a 98% open rate, Short Message Service (SMS) messages are an ingenious way to boost engagement, increase contact rates, and more. To optimize click through rates and achieve

What is SpeechIQ?

Published August 4th, 2025 by Pat Parkhill

SpeechIQ is LiveVox's Speech Analytics platform that analyzes call recordings by using important interaction data such as, silence time, talk time, keywords, agent/customer sentiments, and script compliance to enable an accurate evaluation of an agent's performance. You can view all the interaction data in a single place to accurately and consistent

How Do I Delete Grades from a SpeechIQ Scorecard?

Published August 4th, 2025 by Pat Parkhill

To delete grades from the scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard.The Scorecard window appears. Double-click the scorecard for which you want to delete the grades.The scorecard appears in the Settings tab. Click the Grades tab. On the Grades tab, hover over the grade that you want to

How Do I Modify a Work Queue Task?

Published August 4th, 2025 by Pat Parkhill

U17 To modify a work queue task type: Log on to the LiveVox Portal. On the WFO tab, click Work Queue > Work Queue Config.The Work Queue Config window appears. Double-click the task type that you want to modify.The Task Settings window appears. Specify values in the following fields. Field Description Subject Subject of the task. Priority Priority

How Do I Create an E-Learning Assignment?

Published August 4th, 2025 by Pat Parkhill

E-Learning can be utilized within LiveVox's WFO tools (featured in the LiveVox Portal). These learning assignments, sent directly to agents, can help improve agent performance and provide them with a framework on what to improve on in their approach with customers. To create an e-learning assignment: Log on to the LiveVox Portal. On the WFO tab, cli

How Do I Create a Scorecard?

Published August 4th, 2025 by Pat Parkhill

U17 To create a scorecard: Log on to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecards.The Scorecards window appears. On the Scorecards tab, click New.The Settings tab appears. Specify values in the following fields. Field Description Name Enter a name for the scorecard. Group Select the group based on w

Creating or Modifying a Scorecard Category

Published August 4th, 2025 by Pat Parkhill

U17 Creating a Scorecard Category To create a scorecard category: Log in to the LiveVox Portal. On the WFO tab, click SpeechIQ > Configuration > Scorecard Categories .The Scorecard Categories window appears. On the Scorecard Categories window, click New.The New Scorecard Category window appears. In the Name field, specify a name for the score

Adding Questions to a Scorecard

Published August 4th, 2025 by Pat Parkhill

An effective evaluation program needs a well-balanced scorecard with questions that address key performance indicators (KPIs) and factors affecting the specific goals of a business. To achieve this, the Scorecards section of the SpeechIQ feature contains a flexible scorecard builder where you can create different types of questions (such as, logic-b

Enabling and Assigning Ticket to Agents

Published August 4th, 2025 by Pat Parkhill

If you have purchased and enabled the Ticket feature, you can make the ticketing feature visible to agents in the Agent Desktop through LiveVox’s Designer tool. Enabling the Ticketing Widget in Agent Desktop To enable the Ticketing widget on an agent's desktop: Open Designer. Click on the Desktops tab. Double-click the desired desktop that you want

Creating a Contact Using the Ticket Feature

Published August 4th, 2025 by Pat Parkhill

Ticket allows you to create new contacts within the Ticketing system. U17/LV19 Creating a Contact Using the Ticket Feature To create a contact through the Ticketing system: On the Configure tab of the LiveVox Portal (LVP), click Ticketing > Tickets.A window appears displaying the Accounts, Contacts, and Tickets tabs. On the Contacts tab, click N

Automated Report Never Arrived

Published August 4th, 2025 by Pat Parkhill

When working with LiveVox reports, you have a few different options available to you as a User. First, reports can either be standard (available in the Review tab of your LiveVox Portal and seen in the screenshot below), or custom (configured separately outside of the platform). Secondly, reports can either be pulled on-demand (also through the Re

Unable to Log in as an Administrator or Agent

Published August 4th, 2025 by Pat Parkhill

Troubleshooting If you cannot log in as an administrator or as an agent, use the following steps to help troubleshoot the situation. Check the agent/user affected in the LiveVox Portal, because the problem could be something as simple as too many unsuccessful logon attempts. Agent/user is locked. If the agent/user is locked out because of multiple

Trouble Logging In to LiveVox Communicator v5.3

Published August 4th, 2025 by Pat Parkhill

Unlike previous versions of the LiveVox Communicator (LVC) application, v5.3 does not require a user name or password in order to login each time you open the app. Instead, for your convenience and security, your company credentials are stored locally in a configuration file on your PC. When you open LVC v5.3, you should see the following: This

Error Message when Generating a Report

Published August 4th, 2025 by Pat Parkhill

Receiving an error message when generating a LiveVox standard report ? We're here to help. We've outlined a couple of common scenarios where errors may occur when working with reports: Scenario #1: Unable to Run Report (Permission Error) An Administrator's (User's) role determines what that individual may see within the LiveVox Portal (LVP). Depe

Error Message Accessing SFTP

Published August 4th, 2025 by Pat Parkhill

Secure File Transfer Protocol (also known as SFTP) is a feature that the LiveVox Portal (LVP) supports. SFTP can be accessed directly through an SFTP Browser within LVP , or through an external SFTP client or product (such as FileZilla or WinSCP ). SFTP browsers give you a shared access location anywhere with a data stream (network connection)

Understanding the Qualify Test Results: Throughput

Published August 4th, 2025 by Pat Parkhill

The Throughput Widget tests the data channel throughput. This can be used as a gross estimate of the number of concurrent sessions that are potentially available. This test connects a data channel via the TURN servers of the tested infrastructure. It sends data payloads of 1,024 bytes each over the channel for a few seconds and measures the rate at

Understanding Qualify Test Results: Location

Published August 4th, 2025 by Pat Parkhill

The Location widget looks for the geolocation of the user (this is found based on the public IP address of the user running the test): Data We Collect and Share IP - The public IP address of the browser conducting the test. This is where TestRTC sees the request coming from. City - By using an external geoIP service, we convert the IP address to a

Understanding Qualify Test Results: DNS Lookup

Published August 4th, 2025 by Pat Parkhill

The DNS Lookup Widget tests the reachability and connectivity to a list of HTTPS or WSS addresses: This test tries to connect to the servers used for the ongoing operation of the service (not necessarily directly linked to WebRTC) to make sure they are accessible from the browser. If any of the addresses can’t be connected to, some or all parts of y

Understanding Qualify Test Results: Device State

Published August 4th, 2025 by Pat Parkhill

The Device State widget collects useful device information and puts them front-and-center on the Results page: Custom Field Options Fields included in this widget are customizable during initial audio setup with LiveVox. Default options include: Audio - This let's the user know if audio is enabled via WebRTC or not. Device - Shows which device (mi

Understanding Qualify Test Results: Bandwidth Speed

Published August 4th, 2025 by Pat Parkhill

The Bandwidth Speed Widget runs an HTTPS speed test from the user’s device to your data center location: This test gives a general indication of the link quality, hinting to the availability of a fiber connection, ADSL or other. It also gives an estimate to the upper limit of the connection speed available between the user’s location and your infras

Understanding Qualify Test Results: Call Quality

Published August 4th, 2025 by Pat Parkhill

The Call Quality widget tests for the actual session quality when connecting a WebRTC session with the service being tested. Data We Collect and Share The Call Quality widget gathers data on four metrics: MOS Score - Mean Opinion Score. A value between 1-5 indicating a subjective quality measurement. Here is a scale of all MOS Scores: >4 = Exce

Running the Audio Wizard in LiveVox Communicator (LVC) v3.15

Published August 4th, 2025 by Pat Parkhill

If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v3.15 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera

Understanding the Qualify Test Results

Published August 4th, 2025 by Pat Parkhill

Understanding Qualify Test Results If you've successfully run a test using our Qualify Test browser automation tool, you may be wondering how to interpret the results. We've broken down the details of each metric for you in the following articles. Here are the six results of the test: Throughput Call Quality Device State Location Bandwidth Speed DNS

Running the Audio Wizard in LiveVox Communicator (LVC) v5.3

Published August 4th, 2025 by Pat Parkhill

If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v5.3 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera a

Determining if a Phone Number Is a Wireless Phone Number

Published August 4th, 2025 by Pat Parkhill

LiveVox uses a database of wireless numbers from Interactive Marketing Solutions ( http://www.ims-dm.com/ ). LiveVox has a subscription from IMS for the automated file delivery service for the following: The wireless block identifier file (the list of area codes and exchanges or blocks of numbers assigned to wireless carriers active within the North

Configuring Agent Desktop Native Application as an Administrator

Published August 4th, 2025 by Pat Parkhill

To configure the Agent Desktop Native (ADN) settings, after you install the Agent Desktop Native (ADN) application, use the Configure tab of the LiveVox Portal (LVP). Info On the LiveVox platform, the Desktop Native tab is available by default on the Agent Desktop screen of LVP. ADN 7.6.1 and ADN 7.7 Configuring the ADN Application Log in to LVP

Managing Reporting Outcomes

Published August 4th, 2025 by Pat Parkhill

Managing reporting outcomes is a process whereby you can map outcomes (results) of each inbound or outbound call to result codes so they are captured in a way that is more suitable to your organization's requirements. Result codes are codes that represent different outcomes (results) and these codes are captured in the Call Detail Reports (CDRs). Us

Creating a User

Published August 4th, 2025 by Pat Parkhill

SmartReach Sysadmin users and Superusers can create other administrative users and assign them roles based on their required responsibilities. Fall24 Creating a User To create a user: Log in to the SmartReach Portal as a Sysadmin or Superuser. Go to Config > System > User. In the User window, click the icon. The User pop-up window appea

Creating a Chat Bot and Assigning it to a Chat Widget

Published August 4th, 2025 by Pat Parkhill

This article describes the basic, high-level procedure to create a chat bot and to assign the bot to a chat widget. Before You Begin Ensure that your LiveVox Bot account is set up and you have created a password for your account. For assistance, contact the LiveVox Customer Care Team. Creating a Chat Bot To create a chat bot: Log in to LiveVox Bot.

Logging in to the LiveVox/SmartReach Portal Using Single Sign-On (SSO)

Published August 4th, 2025 by Pat Parkhill

Single Sign-On (SSO) is an authentication method that lets users access multiple applications with a single set of credentials. The LiveVox/ SmartReach portal supports SSO through third-party Identity Providers (IdPs), currently including Okta and Azure. SSO offers several benefits: Enhances security by requiring authentication through a trusted IdP

Customizing Export Formats

Published August 4th, 2025 by Pat Parkhill

The export format identifies the type of file that is being exported. The format of a file ensures that the exported files can be accessed and used by other applications. It also helps in maintaining the structure of the data during export. The LiveVox Portal (LVP) enables you to export a file as a comma separated values (CSV) file. Using the Export