Quick Start

• Understanding User Roles and Permissions
• Creating a User
• Unlocking a User
• Deleting a User
• Downloading the Agent Desktop Native Application as an Administrator
• Configuring Agent Desktop Native Application as an Administrator
• Understanding and Navigating the Monitor Tab
• Creating an Agent
• Activating an Agent
• Unlocking an Agent
• Assigning Services to an Agent
• Changing an Agent's Password
• Deleting an Agent
• Routing Calls to Agents
• Assigning an Agent to an Agent Team
• Assigning Skills to an Agent
• Understanding SmartReach Services
• Copying a Service
• Moving a Service
• Renaming a Service
• Deleting a Service
• The LiveVox Quick Connect (QC) Service
• Configuring the LiveVox Quick Connect (QC) Service
• Associating Phone Numbers with a Service
• Configuring Client-Level Service Settings
• Understanding Service-Level Configuration Options
• Creating a Service Group
• Using Subnet IP for Added Security
• Minimum PC Requirements for Administrators (Users) and Agents
• Creating a Group Voicemail
• Requesting a New Inbound Service
• Requesting Quality Assurance (QA) Testing for Services, Messages, or Call Flows
• Requesting a New Manual Service
• Requesting an HCI Service
• Requesting Additional Call Centers
• Processing Quick Connect Service Requests
• Managing Reporting Outcomes
• Deleting an Agent Voicemail
• Creating an Agent Extension
• Requesting a New Preview Service
• Requesting a New Unattended Service
• Customizing Export Formats
• Routing an Inbound Call
• Creating a Message and Assigning the Message to a Service
• Technical Specifications and Requirements
• LiveVox Minimum Agent and User Requirements
• Configuring a Preview All Service Type
• Configuring the Unattended Service Type
• Configuring the Human Call Initiator (HCI) Service
• Configuring a 10DMT Service
• Logging in to the LiveVox/SmartReach Portal Using Single Sign-On (SSO)