Understanding User Roles and Permissions
When you create users , you can assign user roles and grant them the permissions associated with that role. The following tables contain user roles and the corresponding permissions for that role: Fall23 User Roles and Permissions The following table describes the user roles and the permissions in version Fall23 of the SmartReach application: Power ...
Creating a User
SmartReach Sysadmin users and Superusers can create other administrative users and assign them roles based on their required responsibilities. Fall24 Creating a User To create a user: Log in to the SmartReach Portal as a Sysadmin or Superuser. Go to Config > System > User. In the User window, click the icon. The User pop-up window appea...
Unlocking a User
If you enter incorrect credentials while logging in to the SmartReach Portal, you will be locked out of the application after a certain number of attempts. Your account must be unlocked before you can log in again. Only Sysadmin users can unlock the locked user accounts. Info By default, users are allowed five failed login attempts. You can set t...
Deleting a User
When you no longer require a user role, you can delete that user from the SmartReach Portal. Only Sysadmin and Superuser roles can delete other user roles. To delete a user: Login to SmartReach. Go to Config > System > User . Select the user you want to delete, and then click the delete icon corresponding to that user.The Confirm dialog box ap...
Downloading the Agent Desktop Native Application as an Administrator
The Agent Desktop Native (ADN) application, is an installable application designed to enhance the agent experience with the following features: Offers browser-independent access to the agent desktop. Enables integrated voice using the computer (WebRTC) to place a call. Provides the ability to record the agent's desktop. Enables an administrator to ...
Configuring Agent Desktop Native Application as an Administrator
To configure the Agent Desktop Native (ADN) settings, after you install the Agent Desktop Native (ADN) application, use the Configure tab of the LiveVox Portal (LVP). Info On the LiveVox platform, the Desktop Native tab is available by default on the Agent Desktop screen of LVP. ADN 7.6.1 and ADN 7.7 Configuring the ADN Application Log in to LVP ...
Understanding and Navigating the Monitor Tab
The Monitor tab of the LiveVox Portal (LVP) contains the following dashboards. Monitor The Monitor dashboard provides real-time statistics and metrics for voice, email, SMS, and chat channels. The Monitor dashboard helps you measure the performance of your enterprise, call centers, services, or agents to improve efficiency.You can view the data on ...
Creating an Agent
For an agent to interact with customers, you must create and customize a profile for that agent with the following information: Login credentials to enable the agent to log on to the agent desktop. A phone number to establish an audio path. Communication channels (for example, SMS, email, or chat), language skills (for example, English or Spanish)...
Activating an Agent
An inactive agent is not allowed to sign in, nor can you score an inactive agent. To active an agent, use the Agents window. U17/LV19 To activate an agent's profile: Log in to the LiveVox portal. On the Configure tab, click Agents > Agents.The Agents window appears. On the General tab, select All from the Filter drop-down list. Info All the act...
Unlocking an Agent
When logging into the Agent Desktop, if an agent enters an incorrect password a certain number of times, the agent's profile becomes locked. The number of times that agents can enter an incorrect password before their profiles are locked is predefined. This number is displayed in the Max Failed Login Attempts Agent field, which appears on the Secur...
Assigning Services to an Agent
An agent must be associated with a dialing service (and signed into it) to receive calls. You can map this service-agent association either by the agent or by service. To map agents to a specific call center and service: Navigate to Configure > Agents > Agents and select the Agent Mapping tab. Use the Call Center and ACD Services dropdown menu...
Changing an Agent's Password
Before You Begin Log in to the LiveVox Portal (LVP). On the Configure tab, click Services > Client . In the Client window, click the Security tab, and then record the values in the following fields: Password Reuse Restriction Count Password Strength To identify the textual value of this field (for example, Medium, Strong, or Very Strong), hover ...
Deleting an Agent
Navigate to Configure > Agents > Agents to open the Agents Editor. Select the required agent by clicking the row. Note You can only delete agents with no dialing activity in the last 90 days. Click the Delete icon (X). The Confirm window appears. Click Yes to delete the agent. Warning Deletions cannot be undone....
Routing Calls to Agents
LiveVox supports multiple options when routing calls to agents. Inbound Routing : You can route inbound calls to the specific agent who is assigned to an account or to the agent who last spoke to the consumer. This process requires that you enable ANI Lookup and that you can locate a previous transaction with an Agent ID. Automatic Number Identif...
Assigning an Agent to an Agent Team
Agent mapping allows you to assign agents to an agent team. This allows you to add all agents who report to the same supervisor to the same team. Info When you add an agent team, assign services to the agent team. If a service is not assigned to an agent team, the agent team does not appear in the Monitor tab. To assign an agent to a team: Log in to...
Assigning Skills to an Agent
Agent Skills allow administrators to classify agents for preferential routing of inbound or outbound traffic based on an attribute the agent may possess, the types of clients they handle, or their proficiency (level of expertise) handling certain call traffic. To assign skills to an agent: Log in to the LiveVox Portal. On the Configure tab, click Ag...
Understanding SmartReach Services
This article summarizes some of the most common SmartReach services. The service that agents log in to controls the layout of the Agent Desktop, the different customer contact methods, the communication channels that are available, and the termination (or disposition) codes used to complete a customer interaction. Services define the basic activitie...
Copying a Service
U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center. Note You cannot create a service; however, you can copy an existing service and modify ...
Moving a Service
U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center.The following scenarios describe when you might need to move a service from one call cen...
Renaming a Service
U17 To rename a service: Log in to the LiveVox Portal. On the Configure tab, click Services > Services .The Services window appears. In the Call Center field, select the call center containing the service that you want to rename. In the Service field, select the service that you want to rename. On the General tab, in the Name field, enter a ne...
Deleting a Service
U17 You can delete a service if a campaign has not been run on the service over the past 90 days. You can delete the service from the Services tab within the LiveVox Portal (LVP). To delete a service: Log in to LVP. On the Configure tab, click Services > Services .The Services window appears. In the Services window, select Call Center from the ...
The LiveVox Quick Connect (QC) Service
Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service also provides answering machine detection and routes outbound calls to an available agent. The Benefits of the Quick Connect Service The following describes the benefits of the LiveVox Quick Connect service: LiveVox’s Qu...
Configuring the LiveVox Quick Connect (QC) Service
U17 Quick Connect (Auto) is an automated outbound service that immediately connects live answers with an available agent. This service also provides answering machine detection and routes outbound calls to an available agent. To configure the Quick Connect service: Select a call center from the Call Center drop-down list. Select Quick Connect from t...
Associating Phone Numbers with a Service
U17 A service defines the basic activities that agents can perform when they use a specific type of service. A service is defined with predefined attributes, such as messaging, compliance rules, and termination codes. A service exists within a single call center. The Phones editor under the Configure tab allows you to add (associate) and remove (dis...
Configuring Client-Level Service Settings
U17 To specify dialing and messaging settings and monitor the progress of a campaign, use the Services window on the Configure tab in the LiveVox Portal (LVP). The Settings tab in the Services window contains general and advanced settings for the service. To access the Services window, on the Configure tab, click Client / Service > Services, the...
Understanding Service-Level Configuration Options
U17 Services in the LiveVox Portal (LVP) contain a wide range of options that you can configure using the Services menu tabs. This article explains the tabs and includes quick-reference links to all the tabs: The Services General tab contains Services and Service Type sections. The Services section lists the service attributes and enables you to cha...
Creating a Service Group
A service group is a virtual grouping of services used for call routing or reporting. During configuration, a service group is assigned contributing services, such as manual, quick connect, HCI, or other types of services. For example, you can create a Human Call Initiator (HCI) service group and assign services to it. The major functions of the ser...
Using Subnet IP for Added Security
U17 The Security tab of the Client editor controls the security configuration options for both users and agents. On the Security tab, you can specify password-related security parameters and the maximum failed login attempts for the LiveVox Portal (LVP) user and agent. The Subnet IP is one of the fields on the Security tab. The Subnet IP field cont...
Minimum PC Requirements for Administrators (Users) and Agents
As with any software, the LiveVox suite of products has minimum hardware and bandwidth requirements in order to function optimally. We've put together a list of those requirements below: Minimum Requirements Agent Desktop Native Hardware Processor 256 Mhz RAM 256 MB Display Minimum resolution of at least 1024 x 768 Peripherals Network adapter 1...
Creating a Group Voicemail
Each voicemail box is associated with a single inbound service and all agents with access to that service have full access to the voicemail using their automated call distribution (ACD) system, regardless of the service they log into. This includes listening to messages, changing the password for the mailbox, deleting messages, and so on. The follo...
Requesting a New Inbound Service
LiveVox Customer Care can create a new inbound service to allow clients to direct and filter incoming calls throughout their call centers. The typical turnaround time for processing requests is three to four business days. Info Clients cannot create new inbound services themselves. This is not a self-serviceable option. Ordering a New Inbound Servi...
Requesting Quality Assurance (QA) Testing for Services, Messages, or Call Flows
Depending on your access level as a LiveVox Portal (LVP) administrator, you are welcome to make configuration changes to your services or messages/call flows. In fact, most features within LVP (and within the agent experience) are customizable and self-serviceable, allowing you the freedom to mold your experience to your specific needs. Due to the c...
Requesting a New Manual Service
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. Yo...
Requesting an HCI Service
A Human Call Initiator (HCI) service is one in which a Clicker Agent manually launches outbound telephone calls by clicking each displayed number. If a customer answers the call, the call is routed to a Closer Agent, who speaks with the customer. This service is typically used when a company does not have a customer’s previous consent to contact the...
Requesting Additional Call Centers
Call Centers can be used in your LiveVox Portal (LVP) for a variety of functions. Primarily, they are used to organize and group Services together. Call Centers can be named based on your specific use case (such as for a physical location of agents, services that have similar functions, etc.). During your initial LVP setup, you will be provided with...
Processing Quick Connect Service Requests
Quick Connect (QC) is an automated outbound service that immediately connects agent and customer. However, the agent must be in a ready state for the call to bridge with the customer. Calls do not launch to the customer if the agent is not in a ready state. As soon the customer answers the call and says hello, the call is immediately bridged to the ...
Managing Reporting Outcomes
Managing reporting outcomes is a process whereby you can map outcomes (results) of each inbound or outbound call to result codes so they are captured in a way that is more suitable to your organization's requirements. Result codes are codes that represent different outcomes (results) and these codes are captured in the Call Detail Reports (CDRs). Us...
Deleting an Agent Voicemail
If you've had an agent leave your organization, you may wish to delete an agent voicemail box. Our LiveVox Customer Care team can assist you with this request. Deleting an Agent Voicemail To have the voicemail box properly deleted, Customer Care will need to gather the following information from you: Number of agent voicemail boxes that need to be d...
Creating an Agent Extension
Along with things like voicemail and direct lines, agents can also be set up with extensions so that customers can reach them directly. Here's a sample of what an agent extension could look like in the LiveVox platform: If you're interested in setting up an agent with an extension, our LiveVox Customer Care team can assist you. Requesting an Agent E...
Requesting a New Preview Service
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 ...
Requesting a New Unattended Service
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: Ho...
Customizing Export Formats
The export format identifies the type of file that is being exported. The format of a file ensures that the exported files can be accessed and used by other applications. It also helps in maintaining the structure of the data during export. The SmartReach Portal enables you to export a file as a comma separated values (CSV) file. Using the Export Fo...
Report Writer Field Descriptions
The following table describes the fields for each table available in the Export Format editor. You can use this information to create your own Call Detail Reports (CDRs). Table Field Description Agent Email Email address of the agent. First_Name First name of the agent. Last_Name Last name of the agent. Logon_Id Logon ID of the agent. Call Monitor A...
Routing an Inbound Call
Routing an inbound call involves placing an incoming call in a queue and then routing that call to a specific person or a group based on pre-established rules (using the Contact Flow Editor and Message Template). LiveVox supports multiple options to route inbound calls. For example, you can route an inbound call to a Service Group for call distribut...
Creating a Message and Assigning the Message to a Service
Creating a message allows the administrator to customize the phrases used in a contact flow. For example, if a client has call centers in different cities, you can create a contact flow to be used as a welcome message, but customize the message for different branches. Note: Before you begin, ensure that you have a contact flow ready. For more inform...
Technical Specifications and Requirements
This topic lists technical specifications and requirements for running the LiveVox Portal. Supported Browsers You can access LVP using the latest version of any of the following browsers: Chromium Google Chrome Microsoft Edge Mozilla Firefox Domain Requirements You must permit traffic to and from the following websites: *.livevox.com googleapis.com ...
SmartReach Minimum Agent and User Requirements
To ensure the normal operation of the SmartReach applications on the Agent and User Portals, the computers used by your agents and users, and your data network must conform to the minimum requirements that are outlined in this document. To understand the personas that use the SmartReach Portal, see the User Roles and Permissions section of the Produ...
Configuring a Preview All Service Type
The Preview All Service Type provides a preview of the customer record to the agent. Once the customer record is displayed to the agent, a definite timeframe is provided for the agent to respond. The agent can choose to dial the number, enter a different number to dial the customer, or skip dialing the customer number and move to the next customer r...
Configuring the Unattended Service Type
Unattended service is an automated outbound service that connects with an IVR system. Irrespective of the responses provided, the called party cannot be connected to an agent. The configured message is delivered through an IVR system. This article provides information about how to configure the Unattended service and how to create an Unattended serv...
Configuring the Human Call Initiator (HCI) Service
The Human Call Initiator (HCI) service is a human-initiated outbound voice service that helps you manage compliance and improve productivity. HCI involves two types of agents, Clicker Agents and Closer Agents. Upon initiating a campaign, the Clicker Agent views all the phone numbers associated with the campaign on the Clicker Agent desktop and proce...
Configuring a 10DMT Service
The 10-Digit Manual with Transfer (10DMT) service is a human initiated outbound voice service to manage efficient manual dialing. 10DMT involves two types of agents a 10DMT agent or call initiator and a closer agent. A 10DMT agent manually enters all ten digits of a telephone number on the keypad to launch a call. When a customer or an answering m...
Logging in to the LiveVox/SmartReach Portal Using Single Sign-On (SSO)
Single Sign-On (SSO) is an authentication method that lets users access multiple applications with a single set of credentials. The LiveVox/ SmartReach portal supports SSO through third-party Identity Providers (IdPs), currently including Okta and Azure. SSO offers several benefits: Enhances security by requiring authentication through a trusted IdP...