Requesting a New Inbound Service
Table of Contents
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.
Ordering a New Inbound Service
To order a new inbound service, contact LiveVox Customer Care with the following information:
- How many inbound services are being requested?
- What should the new inbound 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, screen pop, messaging (including voicemail number), and 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 screen pop should be displayed to agents?
- What messaging and call flow are required? Provide a visual representation of the call flow with verbiage and if necessary a voicemail number.
- If prompts need to be ordered, provide the verbiage that needs to be recorded (it can take 10-14 business days for new voice talents to be recorded).
- If an existing service cannot be copied, confirm the following:
- Which outbound service(s) should be used for an ANI match if you are not using contacts? Each outbound service can only be matched against a single inbound service.
- Which service group should the new inbound service(s) route to? Or do we need to create a new service group?
- For a new service group, identify the service group type and provide a name for the new service group.
- Confirm if a Toll Free or a Local Number is required. (For local numbers indicate if you have an area code preference)
Changing Existing Inbound Services
To request a new change to an existing inbound service, contact LiveVox Customer Care with the following information:
- Provide the service name and ID that requires modification.
- Describe the specific changes requested for the service.