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:

• How many unattended services are being requested? 
• What should the new unattended 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 can not be copied, please confirm: 
    • What messaging and call flow should be applied? Please provide a visual representation of the call flow with verbiage. 
    • If prompts need to be ordered, please advise what verbiage is necessary to be recorded (Note: It can take 10-14 business days for new voice talents to be recorded). 
• What should the callback and caller ID number be set to? 
• Is a new LCID package needed? 
• 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 Changes to Existing Unattended Services

You can contact LiveVox Customer Care to request changes to an existing unattended service. You must provide the following information:

• Provide the service name and ID for the service(s) to be changed.
• Describe the changes.