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The Agent Desktop Native (ADN) application, is an installable application designed to enhance the agent experience with the following features:...
August 4th, 2025 73 views 0 likes
SmartReach Sysadmin users and Superusers can create other administrative users and assign them roles based on their required responsibilities....
August 4th, 2025 92 views 0 likes
To configure the Agent Desktop Native (ADN) settings, after you install the Agent Desktop Native (ADN) application, use the...
August 4th, 2025 82 views 0 likes
Before You Begin Log in to the LiveVox Portal (LVP). On the Configure tab, click Services > Client . In the Client window,...
August 4th, 2025 74 views 0 likes
U17 To rename a service: Log in to the LiveVox Portal. On the Configure tab, click Services > Services .The Services window...
August 4th, 2025 75 views 0 likes
When logging into the Agent Desktop, if an agent enters an incorrect password a certain number of times, the agent's...
August 4th, 2025 71 views 0 likes
U17 A service defines the basic activities that agents can perform when they use a specific type of service. A...
U17 You can delete a service if a campaign has not been run on the service over the past 90...
Navigate to Configure > Agents > Agents to open the Agents Editor. Select the required agent by clicking the row. Note You...
August 4th, 2025 76 views 0 likes
An agent must be associated with a dialing service (and signed into it) to receive calls. You can map this...
August 4th, 2025 90 views 0 likes
Agent Skills allow administrators to classify agents for preferential routing of inbound or outbound traffic based on an attribute the...
August 4th, 2025 68 views 0 likes
An inactive agent is not allowed to sign in, nor can you score an inactive agent. To active an agent,...
August 4th, 2025 96 views 0 likes
Agent mapping allows you to assign agents to an agent team. This allows you to add all agents who report...
August 4th, 2025 97 views 0 likes
LiveVox supports multiple options when routing calls to agents. Inbound Routing : You can route inbound calls to the specific...
August 4th, 2025 81 views 0 likes
U17 To specify dialing and messaging settings and monitor the progress of a campaign, use the Services window on the...
August 4th, 2025 70 views 0 likes
U17 Services in the LiveVox Portal (LVP) contain a wide range of options that you can configure using the Services...
For an agent to interact with customers, you must create and customize a profile for that agent with the following...
A service group is a virtual grouping of services used for call routing or reporting. During configuration, a service group...
August 4th, 2025 78 views 0 likes
This article summarizes some of the most common SmartReach services. The service that agents log in to controls the layout...
August 4th, 2025 77 views 0 likes
When you create users , you can assign user roles and grant them the permissions associated with that role. The...
August 4th, 2025 87 views 0 likes
If you enter incorrect credentials while logging in to the SmartReach Portal, you will be locked out of the application...
When you no longer require a user role, you can delete that user from the SmartReach Portal. Only Sysadmin and...
August 4th, 2025 89 views 0 likes
U17 The Security tab of the Client editor controls the security configuration options for both users and agents. On the...
August 4th, 2025 80 views 0 likes
The Monitor tab of the LiveVox Portal (LVP) contains the following dashboards. Monitor The Monitor dashboard provides real-time statistics and...
August 4th, 2025 84 views 0 likes
As with any software, the LiveVox suite of products has minimum hardware and bandwidth requirements in order to function optimally....
August 4th, 2025 79 views 0 likes
U17 Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service...
Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service also...
LiveVox Customer Care can create a new inbound service to allow clients to direct and filter incoming calls throughout their...
August 4th, 2025 72 views 0 likes
Each voicemail box is associated with a single inbound service and all agents with access to that service have full...
Depending on your access level as a LiveVox Portal (LVP) administrator, you are welcome to make configuration changes to your...
The LiveVox Customer Care team can create a new Manual service for you. A Manual service is a human-initiated service...
A Human Call Initiator (HCI) service is one in which a Clicker Agent manually launches outbound telephone calls by clicking...
Call Centers can be used in your LiveVox Portal (LVP) for a variety of functions. Primarily, they are used to...
August 4th, 2025 86 views 0 likes
Quick Connect (QC) is an automated outbound service that immediately connects agent and customer. However, the agent must be in a...
Managing reporting outcomes is a process whereby you can map outcomes (results) of each inbound or outbound call to result...
If you've had an agent leave your organization, you may wish to delete an agent voicemail box. Our LiveVox Customer...
Along with things like voicemail and direct lines, agents can also be set up with extensions so that customers can...
A Preview service (Preview All system) is a feature provided by LiveVox that enables you to do the following: Provides...
An unattended service is an automated outbound service that immediately connects with an IVR application. Regardless of the responses provided,...
The export format identifies the type of file that is being exported. The format of a file ensures that the...
Routing an inbound call involves placing an incoming call in a queue and then routing that call to a specific...
Creating a message allows the administrator to customize the phrases used in a contact flow. For example, if a client...
This topic lists technical specifications and requirements for running the LiveVox Portal. Supported Browsers You can access LVP using the...
To ensure the normal operation of the LiveVox applications on the Agent and User Portals, the computers used by your...
August 4th, 2025 83 views 0 likes
The Preview All Service Type provides a preview of the customer record to the agent. Once the customer record is...
Unattended service is an automated outbound service that connects with an IVR system. Irrespective of the responses provided, the called...
The Human Call Initiator (HCI) service is a human-initiated outbound voice service that helps you manage compliance and improve productivity....
The 10-Digit Manual with Transfer (10DMT) service is a human initiated outbound voice service to manage efficient manual dialing. 10DMT...
Single Sign-On (SSO) is an authentication method that lets users access multiple applications with a single set of credentials. The...