Running the Qualify Test
The Qualify Test is a browser automation tool that tests a variety of metrics related to your WebRTC-based connection with LiveVox/SmartReach. By automating web browsers, you can simulate real users using your LiveVox/SmartReach service from different locations around the world, running on different network configurations, all done at scale in a rep...
Understanding the Qualify Test Results
Understanding Qualify Test Results If you've successfully run a test using our Qualify Test browser automation tool, you may be wondering how to interpret the results. We've broken down the details of each metric for you in the following articles. Here are the six results of the test: Throughput Call Quality Device State Location Bandwidth Speed DNS...
Understanding the Qualify Test Results: Throughput
The Throughput Widget tests the data channel throughput. This can be used as a gross estimate of the number of concurrent sessions that are potentially available. This test connects a data channel via the TURN servers of the tested infrastructure. It sends data payloads of 1,024 bytes each over the channel for a few seconds and measures the rate at ...
Understanding Qualify Test Results: Call Quality
The Call Quality widget tests for the actual session quality when connecting a WebRTC session with the service being tested. Data We Collect and Share The Call Quality widget gathers data on four metrics: MOS Score - Mean Opinion Score. A value between 1-5 indicating a subjective quality measurement. Here is a scale of all MOS Scores: >4 = Exce...
Understanding Qualify Test Results: Device State
The Device State widget collects useful device information and puts them front-and-center on the Results page: Custom Field Options Fields included in this widget are customizable during initial audio setup with LiveVox. Default options include: Audio - This let's the user know if audio is enabled via WebRTC or not. Device - Shows which device (mi...
Understanding Qualify Test Results: Bandwidth Speed
The Bandwidth Speed Widget runs an HTTPS speed test from the user’s device to your data center location: This test gives a general indication of the link quality, hinting to the availability of a fiber connection, ADSL or other. It also gives an estimate to the upper limit of the connection speed available between the user’s location and your infras...
Understanding Qualify Test Results: Location
The Location widget looks for the geolocation of the user (this is found based on the public IP address of the user running the test): Data We Collect and Share IP - The public IP address of the browser conducting the test. This is where TestRTC sees the request coming from. City - By using an external geoIP service, we convert the IP address to a...
Understanding Qualify Test Results: DNS Lookup
The DNS Lookup Widget tests the reachability and connectivity to a list of HTTPS or WSS addresses: This test tries to connect to the servers used for the ongoing operation of the service (not necessarily directly linked to WebRTC) to make sure they are accessible from the browser. If any of the addresses can’t be connected to, some or all parts of y...
Capturing an Agent Desktop Native (ADN) Log
Note For information on what Network and Console logs (also known as F12 logs) are used for at LiveVox, take a look at our instructions for pulling them in a traditional web browser. If you are utilizing the Agent Desktop Native (ADN) application to access LiveVox, you may be required to capture diagnostic logs within the application for trouble...
Running the Audio Wizard in LiveVox Communicator (LVC) v3.15
If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v3.15 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera ...
Capturing Logs in LiveVox Communicator (LVC) v3.15
If you are having problems with the LiveVox Communicator (LVC) v3.15 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this. Warning It's important to capture these logs during a call so that you're replicating the problem. Capturing the Logs Open y...
Running the Audio Wizard in LiveVox Communicator (LVC) v5.3
If you are having difficulties establishing an audio connection using the LiveVox Communicator (LVC) v5.3 application, there is a tool called the Audio Wizard that can assist you. The Audio Wizard within LVC allows you to confirm the different aspects of your audio connection, including: Headset speakers (including volume) Microphone access Camera a...
Capturing Logs in LiveVox Communicator (LVC) v5.3
If you are having problems with the LiveVox Communicator (LVC) v5.3 application, it may be necessary to capture some debug logs directly from the application. There is a built in logging tool that will assist with this. Warning It's important to capture these logs during a call so that you're replicating the problem. Capturing the Logs Open LV...
Capturing F12 Logs
HAR (HTTP Archive format) is a log of a web browser's interaction with a site. This information is required for troubleshooting an issue between the LiveVox platform and the web browser that you use. At LiveVox, these are referred to as F12 logs or network and console logs. Note When capturing these logs, they must be collected from the computer t...
Clearing Cache or Cookies in a Web Browser
Having a display problem in the LiveVox platform? Unable to access LiveVox after a platform update? Try clearing your cache and cookies in your preferred web browser. When visiting a website, certain pieces of that site are cached, or stored, so that images and other data can be displayed more quickly. Since cached information is stored locally on y...
Determining if a Phone Number Is a Wireless Phone Number
LiveVox uses a database of wireless numbers from Interactive Marketing Solutions ( http://www.ims-dm.com/ ). LiveVox has a subscription from IMS for the automated file delivery service for the following: The wireless block identifier file (the list of area codes and exchanges or blocks of numbers assigned to wireless carriers active within the North...
Capturing Agent Registration App Logs
Acquiring Agent Desktop Native Logs To acquire the Agent Desktop Native (ADN) logs, complete the following steps: Go to the Windows Start Menu. In the search field, type %appdata%. You should see a folder named Roaming within the search results. Open the Roaming folder and then open the Agent Desktop Native folder. Enable ADN logging on the agent'...
Error Message During Campaign Upload
Campaign uploads contain multiple components such as Campaign Types , Input Filters , and Services . Errors related to these features usually show up after a Campaign upload (such as with a "spinning" Campaign status or a Campaign loading with zero records). If you receive a "Failed to retrieve Campaign details" error immediately after attempting an...
Error Message when Generating a Report
Receiving an error message when generating a LiveVox standard report ? We're here to help. We've outlined a couple of common scenarios where errors may occur when working with reports: Scenario #1: Unable to Run Report (Permission Error) An Administrator's (User's) role determines what that individual may see within the LiveVox Portal (LVP). Depe...
Error Message Accessing SFTP
Secure File Transfer Protocol (also known as SFTP) is a feature that the LiveVox Portal (LVP) supports. SFTP can be accessed directly through an SFTP Browser within LVP , or through an external SFTP client or product (such as FileZilla or WinSCP ). SFTP browsers give you a shared access location anywhere with a data stream (network connection) ...
Trouble Logging In to LiveVox Communicator v5.3
Unlike previous versions of the LiveVox Communicator (LVC) application, v5.3 does not require a user name or password in order to login each time you open the app. Instead, for your convenience and security, your company credentials are stored locally in a configuration file on your PC. When you open LVC v5.3, you should see the following: This ...
Unable to Log in as an Administrator or Agent
Troubleshooting If you cannot log in as an administrator or as an agent, use the following steps to help troubleshoot the situation. Check the agent/user affected in the LiveVox Portal, because the problem could be something as simple as too many unsuccessful logon attempts. Agent/user is locked. If the agent/user is locked out because of multiple...
Agent Desktop is Frozen, Unresponsive, or Displaying Incorrect Information
If an agent is reporting problems with their Agent Desktop , ask them what specifically is occurring. This guide will cover the following common scenarios: Freezing or lag within the Agent Desktop During a call, information is displayed incorrectly (customer information is out of order or incorrect) Freezing or Unresponsive Agent Desktop As we've ...
Agent Desktop Call Timer is Incorrect
Many aspects of a call within the LiveVox platform are tracked, such as who the call is to, when it was made, and how long it was. These are incredibly valuable statistics to any administrator analyzing call center performance. These statistics are historical, or are stored within the LiveVox platform for your reference. Other call statistics are tr...
Termination Codes or Call Controls Not Visible from Agent Desktop
Within the LiveVox Agent Desktop , agents are presented with a variety of tools to assist them in their customer interactions, such as: Call control buttons that allow them to answer, terminate, transfer, or conference calls together (outbound or inbound) Customer information known as a screen-pop, detailing who the agent is speaking with and other ...
Enabling Call Acceptance Feature in Agent Desktop
LiveVox offers a variety of potential settings options for an agent's experience during an inbound call. A common complaint amongst agents in the LiveVox platform is that their Agent Desktop window is not offering any sort of warning or visual cue that they are receiving a call from a customer. Example Andy is in a Wrap-Up state after finishing a ...
Call Quality Troubleshooting
Having excellent call quality is extremely important when interacting with customers. Great communication hinges upon both parties being able to hear each other clearly. If you're having poor call quality , we're here to help. Diagnosing poor call quality can be difficult. There are many pieces to the puzzle making it hard to determine which side of...
Unable to Launch Calls
Having trouble launching calls through your LiveVox Portal (LVP)? Let's take a look at a couple of scenarios that could prevent you from sending out calls properly. Before we begin, we need to gather some information. All outbound calls originating from the LiveVox platform will have two things in common: A Service type. Campaigns that are responsib...
Calls Launching Unexpectedly
The LiveVox Portal (LVP) offers a variety of useful tools to block contact to individual phone numbers or account numbers. It also offers many protections so that calls or contacts are not sent to customers outside of permissable hours or too frequently. If you have noticed a call that has launched when you weren't expecting it to, let's take a look...
Calls Dropping or Disconnecting
Nothing can be more frustrating for an agent than to drop or disconnect a call in the middle of an interaction with a customer. Many times, this can be a simple mistake by the agent, such as: Agent accidently clicked the End Call button in their Agent Desktop Agent closed out of their Agent Desktop window Agent closed their softphone application (su...
Inbound Call Routing Troubleshooting
If you've noticed that some of your inbound calls are not routing to the proper agents, we're here to help. Let's try to simplify the call routing process and identify some key information before we dig into potential causes. We'll need to determine two important details: The Routing Type - We'll need to start by identifying what type of routing you...
Scheduled Callback Did Not Launch
If customers are busy or unable to talk, they may ask one of your agents to call them back at a different time of day. Luckily, LiveVox offers an agent the ability to schedule an automated callback on a designated day and time. Depending on your configuration, this callback can even occur without the original agent, allowing for maximum flexibility....
Call Not Launching to a Phone Number Associated with Multiple Accounts
When an agent dials a phone number that is associated with multiple accounts, the call ends instead of progressing with the first account matched in the lookup module. The following solutions may fix this issue: Build Contact Flows with the Lookup Module Use the lookup module to route the multiMatch event connector to other modules besides another l...
Campaign Not Building or Not Loading
When working with Campaigns in the LiveVox Portal (LVP), you may encounter some situations where the contact file will simply: Not become available to build or play (a "spinning" icon in the Play State after uploading), or Not load any contact records (Campaign file shows zero loaded records) Scenario #1: Campaign "Spinning" You've clicked Upload on...
Customer Did Not Receive Email
As a multi-channel contact center solution, LiveVox offers the ability to send emails to customers via the LiveVox Portal (LVP). Just like with phone calls or text messages (SMS), emails are sent via Campaign. If a customer is not receiving emails from your email Campaigns, we'll need to verify a few pieces of information in order to understand why....
Agents Cannot Use Templates for Sending Email and SMS Messages
Issue In U15 or a later version, when agents attempt to send email or SMS messages using a template, the Template field does not contain any templates. Cause Message templates have not been added to the Agent Desktop associated with the service used by the agents. Resolution Log in to the LiveVox Portal (LVP). Identify the Agent Desktop associated w...
Agents Cannot Send Email and SMS Messages Due to a Blank Sender Field
Issue In U15 or a later version, when agents attempt to send email or SMS messages, the From field is empty. Cause An email address or an SMS number has not been assigned to the service used by the agents. Resolution Log in to the LiveVox Portal. Decision Tree Assign an email address or an SMS number to the service used by the agents. Email SMS On t...
Agents Unable to Change Sender when Composing Email
When using the LiveVox Email editor, agents can select from a variety of options. They can choose who to send an email to, what the email will say (in the form of a custom message or saved template), and who the email is from. If you have an agent that is unable to change the "From" field to a different email address, they will see the following err...
Troubleshooting Agent Monitoring Problems
When you cannot monitor your agents, the issue can take one of the following forms: Are you seeing an error message when you attempt to monitor an agent? When attempting to monitor an agent, do you hear any audio? Is the monitor call failing or not launching? The following sections describe the steps to troubleshoot these types of problems. If you n...
Automated Report Never Arrived
When working with LiveVox reports, you have a few different options available to you as a User. First, reports can either be standard (available in the Review tab of your LiveVox Portal and seen in the screenshot below), or custom (configured separately outside of the platform). Secondly, reports can either be pulled on-demand (also through the Re...
Unable to Generate Call Recording or Screen Recording
Call Recording and Screen Recording reports are standardized reports in any LiveVox Portal (LVP). To view them, navigate to the Review tab in your LVP and click on Agent Reports. From here, we'll be looking at the Call Recording Report (which also includes screen recordings, if they are enabled and if agents are using the Agent Desktop Native [ADN] ...
The Customer Community Hub
The Customer Community is a self-service hub for contact center professionals to connect, collaborate, and share knowledge about CXone Mpower and SmartReach / LiveVox, as well as create and manage support cases. Accessing the Customer Community Hub Complete the following steps to access Community: SmartReach / LiveVox will register you to provide a...
