To request a direct-line number for a new agent, you must first send a request to CXLiveVoxCustomerService@nice.com and include the following information:

• Indicate whether you are requesting a Toll Free Number (TFN) or a local number.
• If you are requesting a local number, what is your area code preference?
• Request that the number be added to the LiveVox Portal (LVP).

When you have the number, complete the following steps:

1.  Search for the number under Configure > Voice > Phone Numbers. 
2. Add the number to the filter. (Ensure that you do not add spaces before or after the number.)  
3. Click on the magnifying glass. 
4. Double-click on the number.
   
5. Click on the little dots to select the agent to whom you want to assign the number.
6. Search for the agent.
7. Select the agent.
8. Click Ok.
    
9. Select the VM inbound service. Remember, the Inbound VM service for routing must have the correct call flow.
10. Click Ok. 
    
11. Save the changes.

Adding the Number to the Agent 

1. On the Agent Details screen, from the Info tab, click the Voicemail checkbox.
2. Click Save. 
   
   

Important

• You must wait 5–10 minutes before you test. 
• Test the direct line and the voicemail.