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 logged in agent for the agent and customer to interact.

Creating a New QC Service: Self-Service Option

You can create a new QC service by copying an existing QC service. The settings that you need to copy are:

• Term codes
• ScreenPop
• Messaging (including the voicemail number)
• Open hours

The service you copied is placed under the same call center as the original QC service.

Creating a New QC Service: LiveVox Customer Care Option

You can also contact LiveVox Customer Care to create a new QC service for you. 

The following information is required:

• How many QC services are being requested?
• What should the new QC 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
  • ScreenPop 
  • Messaging (including the voicemail number)
  • Open hours
• If an existing service cannot be copied, confirm the following:
  • What are the hours of operation for the new service(s)?
  • What term codes should be displayed to agents?
  • Which ScreenPop should be displayed to agents?
  • What messaging and call flows are required? Provide a visual representation of the call flow with verbiage and, if necessary, a voicemail number.
  • If you need prompts, provide the verbiage that is necessary to be recorded. It can take 10 - 14 business days for new voice talents to be recorded. 
• Does the new service need to be added to a service group?
• Does the new service need to have an automatic number identification (ANI)-matched against an inbound service?

Changing an Existing QC Service: Self-Service Option

You can change different settings on a QC service, such as modifying the message template, open hours, agent desktop in use, and so on.

To change an existing QC service:

1. Select the service from Configure > Services >Services. You can also search for the service in the Quick Search box located at the top-right of the LVP window. 
   
2. Click the Messaging > Message to change the message template in use for the preview service.
   
3. Click the Settings tab to select the Agent Desktop for the preview service and additional fields. For more information about these fields, see the Services: Settings Tab topic in the Product Documentation Library. 

Changing an Existing QC Service: LiveVox Customer Care Option

You can also contact LiveVox Customer Care to change an existing QC service for you. 

The following information is required:

• What service requires changes? Provide the service name and service ID.
• What specific changes are required for the service?