Choosing a Headset for LiveVox Use
When choosing a headset or pair of headphones, you typically get what you pay for. You may have a lightning-fast network and top-of-the-line PC, but if you have a poor headset, your audio quality will suffer. Where the headset will be used also matters. Most well-known brands separate their headsets into two different categories: call center or offi...
Establishing an Audio Connection
When logging in to the agent desktop, you must establish an audio connection. Depending on the type of service you select, you might have to follow different instructions to establish your audio. Call Using a Computer Select the Call using computer checkbox to establish an audio path using the agent desktop. 2. Click the Sign In button. Note If you...
LiveVox Communicator (LVC) Overview
The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the configuration, which means the settings a...
Logging in to the LiveVox Communicator (LVC)
Logging in to LiveVox Communicator (LVC) The LiveVox Communicator (LVC) is a softphone application that enables you to make Voice over Internet Protocol (VoIP) calls over the Internet. LVC integrates with the LiveVox communication platform and eliminates configuration and technical competency requirements. LiveVox assumes all responsibility for the ...
Using the Agent Panel
The Agent Panel provides the single-agent panel view of the agent desktop. The Agent Panel (only) is available to Voice agents. This allows you to work with a voice-centric agent desktop. U17 Once you log in to the agent desktop, the Agent Panel appears as below: Agent Panel Functionality The Agent Panel provides the following basic functionalities:...
Resetting Your Password
You are prompted to change your password when: You log in to the agent desktop for the first time. Your password has expired. Your manager has changed your password. Procedure To change your password: Log in to the agent desktop. Click your avatar, and then click Change Password. The Change Password window is displayed: U17 Agent Change Password LV...
Transferring Voice Calls
When a voice call is in progress, the agent panel on the agent desktop displays a Transfer button, which allows agents to transfer or conference calls. This article describes the available transfer options. Transfer Options When agents click the Transfer button, the following options are available: Phonebook: Select frequently used numbers from a li...
Understanding Call Controls
When a call is connected, the agent desktop displays your status, your signed-in service, the caller information, the Call Control dashboard, and a list of termination codes. This article describes the Call Control dashboard, which allows agents to perform operations, such as transferring a call, ending a call, holding a call, and so on. U17 Agent ...
Understanding Agent States
When an agent uses the agent desktop, the agent is assigned one of the following states or statuses when in a call or using the chat function. U15 / U17 Ready or Not Ready: You can either be in the Ready state or Not Ready state to receive or dial a call or chat. For more information, expand the below section: Ready or Not Ready States You can use ...
Making an Outbound Call
You can make an outbound call to talk to your customer using the manual dial functionality (if enabled by your manager) through the agent desktop. You use the manual dialer to enter an international (if enabled by your manager) phone number or a standard North American phone number to call through a manual dial service. U15 / U17 Making an Outbound ...
Receiving an Inbound Call
When you log in to the agent desktop with the service routed to receive inbound calls, you can receive the call from the agent desktop. U17 Receiving an Inbound Call without Call Acceptance Log in to the agent desktop. Place yourself in the Ready state by selecting the Ready option from the top left drop-down list. When you get an inbound call, you ...
Scheduling a Callback
When talking to a customer, you might need to schedule a time to call that customer again. Using the Schedule Callback tool on the agent desktop enables you to schedule a callback during your call. When enabled, the Schedule Callback icon is displayed on the desktop when your status is either In Call or Wrap up and allows you to set a time (and opti...
Managing the Email Inbox
Email is one of the ways that you can use to communicate with your customers. You can send and receive emails from customers (bi-directional) through your agent desktop. Inbound emails appear in your personal or group inboxes on the Inbox tab of the desktop. The Inbox tab displays the number of unread messages in each thread. You can use this tab to...
How to Access a Voicemail and Record a Greeting
You can access voicemail messages (group and personal) and record voicemail greetings on the Agent Panel of your Agent Desktop. In earlier LiveVox releases, voicemail was located in a separate VM tab on the Agent Panel. Accessing a Voicemail To access a voicemail: On the Inbox tab of the Agent panel, in the Voicemail section, select the voicemail th...
Using Termination Codes
Termination codes (or disposition codes) identify the possible outcomes of the calls agents make and receive. You must select a termination code when ending a call. Info Termination codes are assigned to each individual service. This allows specific services or groups of services to have unique termination code options for different businesses or cl...
Human Call Initiator (HCI) Clicker Agents
This article provides an overview of the role of HCI Clicker Agents in the LiveVox Portal (LVP). In LVP, Human Call Initiator (HCI) is a service in which an agent, known as a Clicker Agent, manually launches a call by clicking on a dialog box. A Clicker Agent can launch one call at a time using a single click. If a customer answers the call, the ca...
10-Digit Manual with Transfer (10DMT) Agents
Are You a 10DMT Agent? If you are using the 10DMT screen to manually enter the phone numbers, you are a 10DMT Agent or call initiator. The agents who receive the manually initiated calls are called Closer Agents. What Is 10DMT Service? The 10-Digit Manual with Transfer service (10DMT) is a special service that facilitates more efficient manual dial...
Human Text Initiator (HTI) Clicker Agents
The Human Text Initiator (HTI) service enables agents to manually launch text messages using a mouse click. Agents using the HTI desktop to launch manual text messages are often referred to as Clicker or HTI Agents. Clicker Agents are signed in to the HTI service to manually select and launch text messages from the HTI desktop. Any agent who can rep...