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.

Requesting a New Manual Service

To request a new Manual service, ensure that you have the following information to provide to LiveVox Customer Care:

• How many Manual services are being requested?
• What should the new services(s) be named?
• What call center should the new services(s) be placed in?
• 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 Manual Service

To request a change to an existing Manual service, ensure that you have the following information to provide to LiveVox Customer Care:

• What service requires changes and modification? 
• Provide the service name and ID.
• What specific changes are being requested for the service?