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Administrator
Quick Start
- Downloading the Agent Desktop Native Application as an Administrator
- Creating a User
- Configuring Agent Desktop Native Application as an Administrator
- Changing an Agent's Password
- Renaming a Service
- Unlocking an Agent
- Associating Phone Numbers with a Service
- Deleting a Service
- Deleting an Agent
- Assigning Services to an Agent
- Assigning Skills to an Agent
- Activating an Agent
- Moving a Service
- Assigning an Agent to an Agent Team
- Routing Calls to Agents
- Configuring Client-Level Service Settings
- Understanding Service-Level Configuration Options
- Creating an Agent
- Copying a Service
- Creating a Service Group
- Understanding SmartReach Services
- Understanding User Roles and Permissions
- Unlocking a User
- Deleting a User
- Using Subnet IP for Added Security
- Understanding and Navigating the Monitor Tab
- Minimum PC Requirements for Administrators (Users) and Agents
- Configuring the LiveVox Quick Connect (QC) Service
- The LiveVox Quick Connect (QC) Service
- Requesting a New Inbound Service
- Creating a Group Voicemail
- Requesting Quality Assurance (QA) Testing for Services, Messages, or Call Flows
- Requesting a New Manual Service
- Requesting an HCI Service
- Requesting Additional Call Centers
- Processing Quick Connect Service Requests
- Managing Reporting Outcomes
- Deleting an Agent Voicemail
- Creating an Agent Extension
- Requesting a New Preview Service
- Requesting a New Unattended Service
- Customizing Export Formats
- Routing an Inbound Call
- Creating a Message and Assigning the Message to a Service
- Technical Specifications and Requirements
- LiveVox Minimum Agent and User Requirements
- Configuring a Preview All Service Type
- Configuring the Unattended Service Type
- Configuring the Human Call Initiator (HCI) Service
- Configuring a 10DMT Service
- Logging in to the LiveVox/SmartReach Portal Using Single Sign-On (SSO)
Contact Management
- Understanding Contact Manager Fields
- How Do I Block an Inbound Caller?
- Adding Contacts to the Do-Not-Call (DNC) List
- Enabling Email Consent for a Contact
- Importing Contacts into Contact Manager
- Creating a Contact Import Job
- Creating an Input Filter for Importing Contacts
- Creating a Campaign from Contact Manager
- Filtering Contacts in Contact Manager
- Working with Input Filters
- Customizing Contact Views
Campaign Management
- How Many Phone Numbers Can an LCID Package Contain?
- How Do I Use an LCID Package Effectively?
- How Do I Request an LCID Package?
- Reviewing Numbers in a Caller ID (CID) Package
- Reassigning a Local Caller ID (LCID) Package to a Different Inbound Service
- What Is Local Caller ID (LCID)?
- Understanding Click Distribution
- Uploading a Campaign
- Options for Creating a Campaign
- Segmenting a Campaign
- Using a Campaign Template
- Calling Name Control and Administration (CNAM) Overview
- Creating or Modifying Dialing Profiles and Dialing Strategies
- Understanding Pacing and Throttle
- Working with Dialing Profiles and Strategies
CRM Agent Desktop
- Adding New Termination Codes
- The Knowledge Worker Desktop
- Enabling Screen Recording for Agents
- Accessing the Designer Desktop
- Assigning an Agent Desktop to a Service
- Chatting with Agents
- Contact Center CRM Agent Desktop Overview
- Customizing an Agent Desktop
- Setting Up Agent Scheduling
- Setting Up an Agent Phonebook
- Adding LV Connect
SMS
- How Are SMS Messages Sent and Delivered?
- What Is Involved in Getting a Toll-Free Number or Shortcode?
- What Are Best Practices for Toll-Free Number Texting?
- How Does a Customer Opt-in (or Double Opt-In)?
- What is Two-Way Texting? Can It Be Automated?
- How Does SmartReach Mitigate the Risk of Being Blocked from Sending SMS?
- Enabling the SMS Channel for an Agent
- Customizing an SMS Template
- Best Practices for SMS
- Create, Build, and Play an SMS Campaign
- Human Text Initiator (HTI) Overview
SpeechIQ
- What is SpeechIQ?
- What Is a Scorecard Category?
- Creating or Modifying a Scorecard Category
- How Do I Create a Scorecard?
- How Are Grades Added to a Scorecard?
- Adding Questions to a Scorecard
- How Do I Delete Grades from a SpeechIQ Scorecard?
- How Do I Create an E-Learning Assignment?
- How Do I Modify a Work Queue Task?
- Consent Management and Managing Opt-In/Out for Email
- Customizing an Email Template
- Best Practices for Using Email: Content, Frequency, and More
- Monitoring Inbound Email Traffic
- Accessing the Monitor Dashboard
- Monitoring Outbound Email Traffic
- Managing an Email Thread
- Email Authentication: What Is It and Why Is It Important?
- Monitoring Email Performance
Chat
- Configuring Welcome or Out-of-Office Messages
- Configuring a Chat Widget
- Setting Up Proactive Chat Rules
- Deploying a Widget
- Understanding the Chat Monitoring Options
- Setting Up Predefined Responses for Chat
- Creating a Chat Bot and Assigning it to a Chat Widget
- Setting Up and Enabling an Agent for Chat
Popular Articles
- Managing a Ticket
- Running the Qualify Test
- Unable to Generate Call Recording or Screen Recording
- Understanding Qualify Test Results: Location
- Agents Cannot Use Templates for Sending Email and SMS Messages
- Determining if a Phone Number Is a Wireless Phone Number
- Unable to Log in as an Administrator or Agent
- Capturing an Agent Desktop Native (ADN) Log
- The Customer Community Hub