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 call. This allows the agent to review the account before launching the call. 

Creating a Preview Service

You can create a new Preview service by copying an existing Preview service. The main settings that carry over are term codes, Screen Pop, messaging (including voicemail number), and open hours. The service is copied under the same call center.

Changing an Existing Preview Service

You can change different settings on a Preview service, such as modifying the message template, changing hours of operation, changing the agent desktop, and so on. 

To change an existing Preview service:

1. Select Configure > Services > Services. You can also search for the service in the Quick Search box at the top-right of the LiveVox portal.
2. Modify the desired settings.
   
   
   
   
3. Click the Messaging tab to change the message template currently in use for the Preview service. Click the message whose template you want to change.
   
   

   
   

4. Click the Preview Settings tab to modify the Preview Timeout setting. This setting indicates if the agent can skip the call and if, after skipping the call, the agent can enter the number manually. For more information about this setting, see the LiveVox Product Documentation (ensure you are looking at the correct version for your LiveVox application). 
   
   

   
   

5. Click the Settings tab to modify the agent desktop, the Contact Max Attempts Daily-Lifetime to contact a number, and so on. For more information about each setting, see the LiveVox Product Documentation (ensure that you are looking at the correct version for your LiveVox application).
   
   

Requesting a New Preview Service

If you would like LiveVox Customer Care to create a Preview service, you must provide the following information:

• How many Preview services are being requested? 
• What should the new Preview service(s) be named? 
• In which call center should the new service(s) be placed? 
• Is there an existing service that can be copied? The main settings that carry over are term codes, Screen Pop, messaging (including voicemail number), and open hours. 
  • If an existing service cannot be copied, please confirm. 
    • What are the hours of operation for the new service(s)? 
    • What term codes should be displayed to agents? 
    • Which screen pop should be displayed to agents? 
    • What messaging and call flow are required? Please provide a visual representation of the call flow with verbiage and if necessary a voicemail number. 
• Does the new service need to be added to a service group? 
• Does the new service need to be ANI-matched against an inbound service?

Requesting a Change to an Existing Preview Service

If you would like LiveVox Customer Care to change a Preview service, you must provide the following information:

• Provide the service name and ID of the Preview service(s) you want changed.
• Describe the changes.