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Configuring Client-Level Service Settings

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U17

To specify dialing and messaging settings and monitor the progress of a campaign, use the Services window on the Configure tab in the LiveVox Portal (LVP). The Settings tab in the Services window contains general and advanced settings for the service.

To access the Services window, on the Configure tab, click Client / Service > Services, then click the Settings tab.
 


The following tables describe the fields in the Services level Client editor Settings tab.

General Settings

Field Description
Contact Timing Default campaign dialing restriction, also known as the dialing regime. 
Dialing Sort
The method of deciding the sequence in which the numbers in a campaign are contacted. This field contains the following options.
Option Description
Default Orders the numbers by attempts (lowest first), followed by the start time of the area code (that is, Eastern Time, followed by Central Time, Mountain Time, Pacific Time, and so on), and then the order in which the contact records were loaded. 
Contact name

Orders the numbers by time zones, followed by the first name of the customer, and then dials numbers in alphabetical order (that is, from A to Z).

Delete

Info

This option is not available if the service type is 10DMT or HCI. 
Campaign round-robin

Sorts the inventory by a contact record's relative position in a campaign, followed by the campaign ID.

This sequence proportionately uses the contact records across all active campaigns (that is, campaigns that are playing). Within each campaign, the sequence of the record is maintained based on the order in which the record appeared in the original input file. 
Midpoint consecutive

Starts dialing from the midpoint of the list in the campaign file toward the bottom of the list, followed by the top of the list until the midpoint.

Delete

Example

If a campaign file contains 10 records, dialing begins from the sixth record through the tenth record, followed by the first record through the fifth record, where the dialing ends.
Consecutive Uses the order in which the contact records in a campaign are loaded.
Inverted consecutive Uses the reverse of the order in which the contact records in a campaign are loaded (that is, from the last record to the first record).
Contact name - no area code Uses the Contact name sequence, except that the time zone sorting is ignored.
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Info

  • The Contact Timing setting overrides the Dialing Sort setting.
  • Only the following Dialing Sort settings support dialing multiple campaigns simultaneously:
    • Default
    • Contact name
    • Contact name - no area code
    • Campaign round-robin
Cycle Sort Daily Cycles through the account sequencing (dialing sort) methods daily. 
Is Cross Requeueable A selected checkbox indicates that the campaigns associated with the service can be re-queued to other services within the same call center.
Delete

Agent Desktop

Field Description
Volume Control Enabled A selected checkbox indicates that agents can increase or decrease the volume of the microphone and mute the microphone.
ACD Scheduled Callback PH Readonly A selected checkbox indicates that agents cannot modify the phone number when scheduling a callback
ACD Scheduled Callback Contains the following options to indicate the conditions for a scheduled callback:
0: Scheduled callback is disabled.
1: Routes a scheduled callback to the pool of agents assigned to a service
2: Routes a scheduled callback to the agent who scheduled the callback; if that agent is not available, the callback is routed to the pool of agents assigned to the service.
3: Routes a scheduled callback only to the agent who scheduled the callback. 
ACD PTP Enabled A selected checkbox indicates that agents are prompted to specify the amount in U.S. dollars if an appropriate Promise to Pay termination code is selected.
Agent Desktop
Specifies the agent desktop that is assigned to the service.
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Info

If you do not select a value in this field, your client-level or call center-level ACD agent desktop is assigned to the service. 
Call Acceptance Enabled A selected checkbox indicates that agents are required to accept calls. 
Default Agent Phonebook Specifies the phonebook assigned to the service. 
Call Acceptance Timeout (Sec)
Specifies the number of seconds that an agent can wait before accepting a call.
Delete

Info

This value is applicable only if you have selected the Call Acceptance Enabled checkbox. 
Secure Credit Card Capture Message
Delete

Important

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Specifies the interactive voice response (IVR) message for payment associated with credit cards. 
Secure Credit Card Capture Mode
Delete

Important

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Contains the options to present the payment options for a credit card.
Secure Check Capture Message
Delete

Important

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Specifies the interactive voice response (IVR) message for payment associated with checks.
Secure Check Capture Mode
Delete

Important

This field is inactive in U17. To configure Secure Payment Capture, see Enabling the Secure Payment Capture (SPC) Widgets.

Contains the options to present the payment options for a check.
Priority Escalation Threshold (Sec)
Indicates the time, in seconds, by which a call receives the maximum priority (1).
Delete

Info

  • A transaction must linearly increase from its initial priority to the maximum priority over the specified time.
  • A decimal value in this field is rounded off to the next integer. 
Account Real-Time DNC A selected checkbox indicates that Do Not Call (DNC) or Do Not Dial (DND) checks are enabled on manual services. 
Show HCI Numbers A selected checkbox indicates that the Human Call Initiator (HCI) numbers are displayed to the clicker agent. 
Manual Dial Allowed
A selected checkbox indicates that agents can manually dial numbers or click contacts (on the contact widget) to contact numbers.
Delete

Info

To configure international manual dialing for your target country, contact Client Services. 
Voice Compliance Enabled
  • A selected checkbox indicates that the calls initiated by agents comply with the policies in the profile assigned to the service and agents must re-enter the 10-digit phone number on the contact widget before dialing the number.
  • A cleared checkbox indicates that agents can initiate calls regardless of the profiles assigned to the service. This status is utilized for manual services that allow international calls to be made outside the default contact window of 08:00-21:00 local time.
SMS Compliance Enabled
  • A selected checkbox indicates that the SMS messages sent by agents comply with the policies in the profile assigned to the service.
  • A cleared checkbox indicates that agents can send SMS messages regardless of the profiles assigned to the service.
Delete

Retention Settings

Field Description
Days to Move Inactive Messages Back to Group Inbox Specifies the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. This field contains the value 1 by default. You can, however, change the value. The maximum value that you can select in this field is 14.
Delete

Info

For a given email or SMS thread, this value is reset when any of the following events occur on the thread:

  • An agent replies
  • A message is received
  • An agent marks a message unread or read
Include Weekends This checkbox is cleared by default. If you want to include weekends in the duration specified in the Days to Move Inactive Messages Back to Group Inbox field, select the checkbox.
Delete

Contact Rules

Field Description
Contact Max Attempts Per Day Sets the maximum number of outbound dialing attempts to any phone number associated with an account per day. The default value is zero. If null, the client-level setting is applied. 
Contact Max Phone Attempts Per Day Sets the maximum number of times an Account+Phone can be attempted per day. The Account Management functionality must be enabled for your site for this setting to take effect. The default is zero. If null, the client-level setting is applied. 
Contact Max Attempts Lifetime The total amount of times a unique Account can be attempted. 
Contact Max Phone Attempts Lifetime The total amount of times a unique Account+ Phone combo can be attempted.
Dialing Profile Determines the Hours/State/Days/Area Codes to dial from your Profile editor.
Zip Area Mismatch Enables the logic under which an account zip code is compared to an area code and dialing is based on the rules set within the logic and the option chosen.
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Options:

  • Off: This feature is used to turn off the zip area mismatch feature.
  • Dial-Time: Often referred to as Standard zip/area code mismatch
    • If the area code and zip code for a record do not correspond to each other (that is, a mismatch), then the safe hour rule (11:00-21:00 ET) will apply and the mismatched records will be dialed during this window.
  • Dial-Time Optimized: Often referred to as Optimized zip/area code mismatch
    • If the area code and zip code for a record do not correspond to each other but fall into the same time zone, the system will respect that time zone’s dialing hours. If the area code and zip code for a record do not have the same time zone, the safe hour rule (11:00-21:00 ET) will apply and the mismatched records will be dialed during this window.
  • Dial-Time Overlay: Enhanced zip area mismatch coverage to include all time zones between the Atlantic (GMT-4) and American Samoa (GMT-11).
    • Start and End times for mismatch scenarios are dynamically set where the Start Time is based on the Westernmost open hours and the End Time is based on the Easternmost closed hours.
DNC Contact Group
Associates Contact Group with a service, during dial-time. The phone numbers associated with the Contact Group will be restricted. The creation and association of Contact Groups are controlled by the Contacts manager and DNC editor respectively. If the DNC Contact Group option is selected as All, the phone number will be scrubbed for any calls launched for the Client. 

The DNC Contact Group option applies to the Dial-Time Phone DNC only.
Email Opt-In Message Select the email Opt-In message from the drop-down list. This selected message is used when the email campaign is launched for the service.
SMS Opt-In Message Select the SMS Opt-In Message only to obtain a customer's consent to update their opt-in status. This option should only be used with the SMS Consent Required flag.  
Email Consent Required When selected, email consent is required from the customer, before email communication is done on the service.
SMS Consent Required
When selected, SMS consent is required from the customer before SMS communication is done on the service.
Delete

Info

  • Email or SMS Opt-In messages are created from the Message editor.
  • Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options.
  • Email or SMS Opt-In messages can be sent even if the suppression list has the entries. 
Inbound Email message Selects the inbound message template for inbound emails. 
Inbound SMS message Selects the inbound message template for inbound SMSes.
Inbound Chat message Selects the inbound message template for inbound chats. 
Inbound Messaging Message
Message template for inbound WhatsApp messages.
Delete

Info

The WhatsApp feature is currently in the Beta phase of development.
Delete

KPI Settings

Field Description
Service Level Seconds The specified number of seconds an inbound call must be answered within by an agent to be in SLA compliance (on Dashboards and Inbound Service Efficiency report this setting is the Service Level setting)
Service Level Formula Service Level Formula used as default. Details for each formula are available via the link next to this field
Delete

Defaults

Field Description
Voice ID Default voice talent for campaigns assigned to the service
AM Option Default answering machine detection setting for the service
  • Leave Messages - Detects answering machines and leaves a message.
  • Transfer all Connections - Answering machine detection is off. Passes all connections to agents.
  • Don't Leave Messages - If an answering machine is detected no message is left and the call is disconnected.
Scrub Allows you to scrub all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required option from the drop-down menu. The available options are:
  • None (0): This is the default option and if selected no scrub occurs.
  • Wireless (1): Scrubs all wireless phone numbers so that all landline numbers can be dialed.
  • Landline (2): Scrubs all landline numbers so that all wireless phone numbers can be dialed.
  • Segment Wireless (3): Scrubs all wireless phone numbers from positions 1-15 and place them starting at position 16.
Delete

Info

If the scrub option is selected as Select One (Null) for the particular service, then the client-level Scrub option will be auto-populated for that particular service when manually loading the campaign.
Delete

Call Recording

Field Description
Call Recording Enabled When checked all conversations with an agent logged into the LiveVox ACD are recorded. 
Call Recording Bitrate Refers to the audio resolution (kilobits per second). Available options: 16, 32, 64. The default setting is 16-bit. 32-bit and 64-bit can be selected if required for Speech Analytics integration. 
Record External Transfers External transfers are defined as any transfer to a 10-digit number. When checked, LiveVox will continue recording calls transferred to an external party until the call is terminated. If NOT checked, LiveVox will end call recording when a call is transferred to an external party. 
Days Of Call Recordings This is a view-only setting. If it shows to be set to Select One, then the service will respect the client-level Days of Call Recording configuration.
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Advanced Features

Field Description
Leave No Messages Allows predictive campaigns to default to disconnect upon answering machine detection. 
Append Campaigns Report at End of Day Reports campaigns at the end of the day. When disabled, campaigns report when out of disabled records which would prevent records from being appended from that point when the Campaign is stopped. (The add/append records to active campaigns functionality requires the use of Campaign API. Please contact LiveVox Client Services, if questions.)
Caller ID Source ID
Determines what default value is used as the pulsed Caller ID for the service. The options are:
  • FIXED: Using one of the service’s static options from the Phones tab
  • LOCAL CALLER ID: Using the local caller ID package assigned
  • FILE BASED CALLER ID: Using a certain value assigned to the individual account in the input file
  • SUBCLIENT CALLER ID: Using a number from one of the service's "practices"
  • ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign. 
Operator Phone Source ID Determines the default number source used when bridging whisper agents. Defines the default CID of Manual dials. See drop-down options in the Caller ID Source ID definition.
Callback Phone Source ID Determines where the default phone number left in messaging comes from. See drop-down options in the Caller ID Source ID definition. 
Chat Routing Token The unique identifier that routes incoming chat to a service.
Shadow Audio Packages
Allows association at the service level to the configured real-time audio stream package. Select the desired package from the drop-down (will be available only if 3rd party speech analytics is configured).
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Info

  • Shadow Audio Package (Real-Time Audio Stream package) allows integration with 3rd party speech analytics providers such as Castel, Call Miner, and NICE.
  • Contact Client Services to enable and configure Shadow Audio Packages.
  • If the Shadow Audio Packages is set to Select One for the particular service, then the client-level Shadow Audio Package will be applied for the service. 
Inbound SMS Code Short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service. If the service is used for WhatsApp, the value in the field indicates the WhatsApp number for routing inbound WhatsApp messages.
Delete

Email Settings

Field Description
IB Email Domain Unique email address for routing inbound emails to the service.
Delete

Info

You do not need to create separate domains for each inbound email inbox because inbound emails are routed to services based on email addresses instead of domains. Multiple services can share the same domain in the email addresses, which are used as routing tokens.
Delete
Delete

LV19

To specify dialing and messaging settings and monitor the progress of a campaign, use the Services window on the Configure tab in the LiveVox Portal (LVP). The Settings tab in the Services window contains general and advanced settings for the service.

To access the Services window, on the Configure tab, click Client / Service > Services, then click the Settings tab.

The following tables describe the fields in the Services level Client editor Settings tab.

General Settings

Field Description
Contact Timing Default campaign dialing restriction, also known as the dialing regime. 
Dialing Sort
The method of deciding the sequence in which the numbers in a campaign are contacted. This field contains the following options.
Option Description
Default Orders the numbers by attempts (lowest first), followed by the start time of the area code (that is, Eastern Time, followed by Central Time, Mountain Time, Pacific Time, and so on), and then the order in which the contact records were loaded. 
Contact name

Orders the numbers by time zones, followed by the first name of the customer, and then dials numbers in alphabetical order (that is, from A to Z).

Delete

Info

This option is not available if the service type is 10DMT or HCI. 
Campaign round-robin

Sorts the inventory by a contact record's relative position in a campaign, followed by the campaign ID.

This sequence proportionately uses the contact records across all active campaigns (that is, campaigns that are playing). Within each campaign, the sequence of the record is maintained based on the order in which the record appeared in the original input file. 
Midpoint consecutive

Starts dialing from the midpoint of the list in the campaign file toward the bottom of the list, followed by the top of the list until the midpoint.

Delete

Example

If a campaign file contains 10 records, dialing begins from the sixth record through the tenth record, followed by the first record through the fifth record, where the dialing ends.
Consecutive Uses the order in which the contact records in a campaign are loaded.
Inverted consecutive Uses the reverse of the order in which the contact records in a campaign are loaded (that is, from the last record to the first record).
Contact name - no area code Uses the Contact name sequence, except that the time zone sorting is ignored.
Delete

Info

  • The Contact Timing setting overrides the Dialing Sort setting.
  • Only the following Dialing Sort settings support dialing multiple campaigns simultaneously:
    • Default
    • Contact name
    • Contact name - no area code
    • Campaign round-robin
Cycle Sort Daily Cycles through the account sequencing (dialing sort) methods daily. 
Is Cross Requeueable A selected checkbox indicates that the campaigns associated with the service can be re-queued to other services within the same call center.
Delete

Agent Desktop

Field Description
Volume Control Enabled A selected checkbox indicates that agents can increase or decrease the volume of the microphone and mute the microphone.
ACD Scheduled Callback PH Readonly A selected checkbox indicates that agents cannot modify the phone number when scheduling a callback
ACD Scheduled Callback Contains the following options to indicate the conditions for a scheduled callback:
0: Scheduled callback is disabled.
1: Routes a scheduled callback to the pool of agents assigned to a service
2: Routes a scheduled callback to the agent who scheduled the callback; if that agent is not available, the callback is routed to the pool of agents assigned to the service.
3: Routes a scheduled callback only to the agent who scheduled the callback. 
ACD PTP Enabled A selected checkbox indicates that agents are prompted to specify the amount in the U.S. dollar if an appropriate Promise to Pay termination code is selected.
Agent Desktop
Specifies the agent desktop that is assigned to the service.
Delete

Info

If you do not select a value in this field, your client-level or call center-level ACD agent desktop is assigned to the service. 
Call Acceptance Enabled A selected checkbox indicates that agents are required to accept calls. 
Default Agent Phonebook Specifies the phonebook assigned to the service.
Call Acceptance Timeout (Sec)
Specifies the number of seconds that an agent can wait before accepting a call.
Delete

Info

This value is applicable only if you have selected the Call Acceptance Enabled checkbox.
Secure Credit Card Capture Message
Delete

Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

Allows the selection of a configured payment Interactive Voice Response (IVR) message (should be selected for Basic or Advanced options only). Clicking on the link next to this option opens the Messages screen to view the selected message in the Contact Flow Editor. 
Secure Credit Card Capture Mode
Delete

Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.


If Disabled is selected (default), then no credit card payment options will be presented using the agent desktop for payment processing. The Basic option allows for a credit card payment processing option using IVR where payment information is presented on the agent desktop. Sensitive payment information is not stored within the call recording nor is data logged. The Advanced option allows for a credit card payment process option using IVR where payment information is not presented on the agent desktop. Sensitive payment information is not stored within the call recording nor is data logged. This option supports integration using the Contact Flow Editor with web service payment gateways. Agents can process various payment transactions (for example, one-time payment, recurring payments and future payments) that are processed using the payment gateway.
Secure Check Capture Message
Delete

Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.


Allows selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option opens the Messages screen to view the selected message in the Contact Flow Editor.   
Secure Check Capture Mode
Delete

Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.


If Disabled is selected (default), then no check payment options are presented using the agent desktop for payment processing. The Basic option allows for a check payment processing option using IVR where payment information is presented on the agent desktop. The Advanced option allows for a check payment process option using IVR where payment information is not presented on the agent desktop. Sensitive payment information is not stored within the call recording, nor is data logged. This option supports integration using the Contact Flow Editor with web service payment gateways. Agents can process various payment transactions (for example, one-time payment, recurring payments and future payments) that are processed using the payment gateway.
Priority Escalation Threshold (Sec)
Indicates the time, in seconds, by which a call receives the maximum priority (1).
Delete

Info

  • A transaction must linearly increase from its initial priority to the maximum priority over the specified time.
  • A decimal value in this field is rounded off to the next integer.
Account Real-Time DNC A selected checkbox indicates that Do Not Call (DNC) or Do Not Dial (DND) checks are enabled on manual services.
Show HCI Numbers A selected checkbox indicates that the Human Call Initiator (HCI) numbers are displayed to the clicker agent.
HCI-Select A selected checkbox requires two clicks to launch the call: first, the selection of the number to be called, then click on that number to launch the call.
Manual Dial Allowed
A selected checkbox indicates that agents can manually dial numbers or click contacts (on the contact widget) to contact numbers.
Delete

Info

To configure international manual dialing for your target country, contact Client Services.
Voice Compliance Enabled
  • A selected checkbox indicates that the calls initiated by agents comply with the policies in the profile assigned to the service and agents must re-enter the 10-digit phone number on the contact widget before dialing the number.
  • A cleared checkbox indicates that agents can initiate calls regardless of the profiles assigned to the service. This status is utilized for manual services that allow international calls to be made outside the default contact window of 08:00-21:00 local time.
SMS Compliance Enabled
  • A selected checkbox indicates that the SMS messages sent by agents comply with the policies in the profile assigned to the service.
  • A cleared checkbox indicates that agents can send SMS messages regardless of the profiles assigned to the service.
Delete

Retention Settings

Field Description
Days to Move Inactive Messages Back to Group Inbox Specifies the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. This field contains the value 1 by default. You can, however, change the value. The maximum value that you can select in this field is 14.
Delete

Info

For a given email or SMS thread, this value is reset when any of the following events occur on the thread:

  • An agent replies
  • A message is received
  • An agent marks a message unread or read
Include Weekends This checkbox is cleared by default. If you want to include weekends in the duration specified in the Days to Move Inactive Messages Back to Group Inbox field, select the checkbox.
Delete

Contact Rules

Field Description
Contact Max Attempts Per Day Sets the maximum number of outbound dialing attempts to any phone number associated with an account per day. The default value is zero. If null, the client-level setting is applied.
Contact Max Phone Attempts Per Day Sets the maximum number of times an Account+Phone can be attempted per day. The Account Management functionality must be enabled for your site for this setting to take effect. The default is zero. If null, the client-level setting is applied.
Contact Max Attempts Lifetime The total amount of times a unique Account can be attempted.
Contact Max Phone Attempts Lifetime The total amount of times a unique Account+ Phone combo can be attempted.
Dialing Profile Determines the Hours/State/Days/Area Codes to dial from your Profile editor.
Zip Area Mismatch





 Enables the logic under which an account zip code is compared to an area code and dialing is based on the rules set within the logic and the option chosen.
Delete

Info

  • Off: This feature is used to turn off the zip area mismatch feature.
  • Dial-Time: Often referred to as Standard zip/area code mismatch
    • If the area code and zip code for a record do not correspond to each other (that is, a mismatch), then the safe hour rule (11:00-21:00 ET) will apply and the mismatched records will be dialed during this window.
  • Dial-Time Optimized: Often referred to as Optimized zip/area code mismatch
    • If the area code and zip code for a record do not correspond to each other but fall into the same time zone, the system will respect that time zone’s dialing hours. If the area code and zip code for a record do not have the same time zone, the safe hour rule (11:00-21:00 ET) will apply and the mismatched records will be dialed during this window.
  • Dial-Time Overlay: Enhanced zip area mismatch coverage to include all time zones between the Atlantic (GMT-4) and American Samoa (GMT-11).
    • Start and End times for mismatch scenarios are dynamically set where the Start Time is based on the Westernmost open hours and the End Time is based on the Easternmost closed hours.
DNC Contact Group
Associates Contact Group with a service, during dial-time. The phone numbers associated with the Contact Group will be restricted. The creation and association of Contact Groups are controlled by the Contacts manager and DNC editor respectively. If the DNC Contact Group option is selected as All, the phone number will be scrubbed for any calls launched for the Client.
The DNC Contact Group option applies to the Dial-Time Phone DNC only.
Email Opt-In Message Select the email Opt-In message from the drop-down list. This selected message is used when the email campaign is launched for the service.
SMS Opt-In Message Select the SMS Opt-In Message only to obtain a customer's consent to update their opt-in status. This option should only be used with the SMS Consent Required flag.  
Email Consent Required When selected, email consent is required from the customer, before email communication is done on the service.
SMS Consent Required
When selected, SMS consent is required from the customer before SMS communication is done on the service.
Delete

Info

  • Email or SMS Opt-In messages are created from the Message editor.
  • Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options.
  • Email or SMS Opt-In messages can be sent even if the suppression list has the entries.
Inbound Email message Selects the inbound message template for inbound emails.
Inbound SMS message Selects the inbound message template for inbound SMSes.
Inbound Chat message Selects the inbound message template for inbound chats.
Inbound Messaging Message
Message template for inbound WhatsApp messages.
Delete

Info

The WhatsApp feature is currently in the Beta phase of development.
Delete

KPI Settings

Field Description
Service Level Seconds The specified number of seconds an inbound call must be answered within by an agent to be in SLA compliance (on Dashboards and Inbound Service Efficiency report this setting is the Service Level setting)
Service Level Formula Service Level Formula used as default. Details for each formula are available via the link next to this field
Delete

Defaults

Field Description
Voice ID Default voice talent for campaigns assigned to the service
AM Option (Answering Machine Option) Default answering machine detection setting for the service
  • Leave Messages - Detects answering machines and leaves a message.
  • Transfer all Connections - Answering machine detection is off. Passes all connections to agents.
  • Don't Leave Messages - If an answering machine is detected no message is left and the call is disconnected.
Scrub Allows you to scrub all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required option from the drop-down menu. The available options are:
  • None (0): This is the default option and if selected no scrub occurs.
  • Wireless (1): Scrubs all wireless phone numbers so that all landline numbers can be dialed.
  • Landline (2): Scrubs all landline numbers so that all wireless phone numbers can be dialed.
  • Segment Wireless (3): Scrubs all wireless phone numbers from positions 1-15 and place them starting at position 16.
Delete

Info

If the scrub option is selected as Select One (Null) for the particular service, then the client-level Scrub option will be auto-populated for that particular service when manually loading the campaign.
Delete

Call Recording

Field Description
Call Recording Enabled When checked, all conversations with an agent logged into the LiveVox ACD are recorded.
Call Recording Bitrate Refers to the audio resolution (kilobits per second). Available options: 16, 32, 64. The default setting is 16-bit. 32-bit and 64-bit can be selected if required for Speech Analytics integration.
Record External Transfers External transfers are defined as any transfer to a 10-digit number. When checked, LiveVox will continue recording calls transferred to an external party until the call is terminated. If NOT checked, LiveVox will end call recording when a call is transferred to an external party.
Days Of Call Recordings This is a view-only setting. If it shows to be set to Select One, then the service will respect the client-level Days of Call Recording configuration.
Delete

Advanced Features

Field Description
Leave No Messages Allows predictive campaigns to default to disconnect upon answering machine detection.
Append Campaigns Report at End of Day Reports campaigns at the end of the day. When disabled, campaigns report when out of disabled records which would prevent records from being appended from that point when the Campaign is stopped. (The add/append records to active campaigns functionality requires the use of Campaign API. Please contact LiveVox Client Services, if questions.)
Caller ID Source ID
Determines what default value is used as the pulsed Caller ID for the service. The options are:
  • FIXED: Using one of the service’s static options from the Phones tab
  • LOCAL CALLER ID: Using the local caller ID package assigned
  • FILE BASED CALLER ID: Using a certain value assigned to the individual account in the input file
  • SUBCLIENT CALLER ID: Using a number from one of the service's "practices"
  • ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign.
Operator Phone Source ID Determines the default number source used when bridging whisper agents. Defines the default CID of Manual dials. See drop-down options in the Caller ID Source ID definition.
Callback Phone Source ID Determines where the default phone number left in messaging comes from. See drop-down options in the Caller ID Source ID definition.
Chat Routing Token The unique identifier that routes incoming chat to a service.
Shadow Audio Packages
Allows association at the service level to the configured real-time audio stream package. Select the desired package from the drop-down (will be available only if 3rd party speech analytics is configured).
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  • Shadow Audio Package (Real-Time Audio Stream package) allows integration with 3rd party speech analytics providers such as Castel, Call Miner, and NICE.
  • Contact Client Services to enable and configure Shadow Audio Packages.
  • If the Shadow Audio Packages is set to Select One for the particular service, then the client-level Shadow Audio Package will be applied for the service. 
Inbound SMS Code Short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service. If the service is used for WhatsApp, the value in the field indicates the WhatsApp number for routing inbound WhatsApp messages.
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Email Settings

Field Description
IB Email Domain Unique email address for routing inbound emails to the service.
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You do not need to create separate domains for each inbound email inbox because inbound emails are routed to services based on email addresses instead of domains. Multiple services can share the same domain in the email addresses, which are used as routing tokens.
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Fall 23

To specify dialing and messaging settings and monitor the progress of a campaign, use the Services window on the Configure tab in the LiveVox Portal (LVP). The Settings tab in the Services window contains general and advanced settings for the service.

To access the Services window, on the Configure tab, click Client / Service > Services, then click the Settings tab.

General Settings

Field Description
Contact Timing Default campaign dialing restriction, also known as the dialing regime. 
Dialing Sort
The method of deciding the sequence in which the numbers in a campaign are contacted. This field contains the following options.
Option Description
Default Orders the numbers by attempts (lowest first), followed by the start time of the area code (that is, Eastern Time, followed by Central Time, Mountain Time, Pacific Time, and so on), and then the order in which the contact records were loaded. 
Contact name

Orders the numbers by time zones, followed by the first name of the customer, and then dials numbers in alphabetical order (that is, from A to Z).

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This option is not available if the service type is 10DMT or HCI. 
Campaign round-robin

Sorts the inventory by a contact record's relative position in a campaign, followed by the campaign ID.

This sequence proportionately uses the contact records across all active campaigns (that is, campaigns that are playing). Within each campaign, the sequence of the record is maintained based on the order in which the record appeared in the original input file. 
Midpoint consecutive

Starts dialing from the midpoint of the list in the campaign file toward the bottom of the list, followed by the top of the list until the midpoint.

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Example

If a campaign file contains 10 records, dialing begins from the sixth record through the tenth record, followed by the first record through the fifth record, where the dialing ends.
Consecutive Uses the order in which the contact records in a campaign are loaded.
Inverted consecutive Uses the reverse of the order in which the contact records in a campaign are loaded (that is, from the last record to the first record).
Contact name - no area code Uses the Contact name sequence, except that the time zone sorting is ignored.
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  • The Contact Timing setting overrides the Dialing Sort setting.
  • Only the following Dialing Sort settings support dialing multiple campaigns simultaneously:
    • Default
    • Contact name
    • Contact name - no area code
    • Campaign round-robin
Cycle Sort Daily Cycles through the account sequencing (dialing sort) methods daily. 
Is Cross Requeueable A selected checkbox indicates that the campaigns associated with the service can be re-queued to other services within the same call center.
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Agent Desktop

Field Description
Volume Control Enabled A selected checkbox indicates that agents can increase or decrease the volume of the microphone and mute the microphone.
ACD Scheduled Callback PH Readonly A selected checkbox indicates that agents cannot modify the phone number when scheduling a callback.
ACD Scheduled Callback Contains the following options to indicate the conditions for a scheduled callback:
  • 0: Scheduled callback is disabled.
  • 1: Routes a scheduled callback to the pool of agents assigned to a service
  • 2: Routes a scheduled callback to the agent who scheduled the callback; if that agent is not available, the callback is routed to the pool of agents assigned to the service.
  • 3: Routes a scheduled callback only to the agent who scheduled the callback.
ACD PTP Enabled A selected checkbox indicates that agents are prompted to specify the amount in the U.S. dollar if an appropriate Promise to Pay termination code is selected.
Agent Desktop
Specifies the agent desktop that is assigned to the service.
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If you do not select a value in this field, your client-level or call center-level ACD agent desktop is assigned to the service. 
Call Acceptance Enabled A selected checkbox indicates that agents are required to accept calls. 
Default Agent Phonebook Specifies the phonebook assigned to the service.
Call Acceptance Timeout (Sec)
Specifies the number of seconds that an agent can wait before accepting a call.
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This value is applicable only if you have selected the Call Acceptance Enabled checkbox.
Secure Credit Card Capture Message
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Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

Allows the selection of a configured payment Interactive Voice Response (IVR) message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in the Contact Flow Editor. 
Secure Credit Card Capture Mode
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Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

If Disabled is selected (default), then no credit card payment options are presented using the Agent Desktop for payment processing. The Basic option allows for a credit card payment processing option using IVR where payment information is presented on the agent desktop. Sensitive payment information is not stored within the call recording nor will data be logged. The Advanced option allows for a credit card payment process option using IVR where payment information is not presented on the agent desktop. Sensitive payment information is not stored within the call recording nor is data logged. This option supports integration using the Contact Flow editor with web service payment gateways. Agents can process various payment transactions (for example, one-time payment, recurring payments and future payments) that are processed using the payment gateway.
Secure Check Capture Message
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Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

Allows you to select a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option opens the Messages screen to view the selected message in the Contact Flow Editor.   
Secure Check Capture Mode
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Important

This field is no longer supported for the configuration of the Secure Payment Capture feature (Services > Settings). This functionality has been migrated to the Agent Desktop Extended Panel widgets. To configure Secure Payment Capture, see the Secure Payment Capture section or contact the LiveVox Customer Care Team to have this enabled or configured.

If Disabled is selected (default), then no check payment options are presented using the agent desktop for payment processing. The Basic option allows for a check payment processing option using IVR where payment information is presented on the agent desktop. The Advanced option allows for a check payment process option using IVR where payment information is not presented on the agent desktop. Sensitive payment information is not stored within the call recording, nor is data logged. This option supports integration using the Contact Flow Editor with web service payment gateways. Agents can process various payment transactions (for Example, one-time payment, recurring payments and future payments) that are processed using the payment gateway.
Priority Escalation Threshold (Sec)
Indicates the time, in seconds, by which a call receives the maximum priority (1).
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  • A transaction must linearly increase from its initial priority to the maximum priority over the specified time.
  • A decimal value in this field is rounded off to the next integer.
Account Real-Time DNC A selected checkbox indicates that Do Not Call (DNC) or Do Not Dial (DND) checks are enabled on manual services.
Show HCI Numbers A selected checkbox indicates that the Human Call Initiator (HCI) numbers are displayed to the Clicker Agent.
HCI/HTI - Select Enables the HCI Select feature or the Human Text Initiator (HTI) Select feature depending on the type of configured service. When HCI/HTI elect is enabled, agents must perform two clicks to launch the call or send a text message: First, select any number on the HCI/HTI desktop to be called or texted, then click on the number to launch the call or send a text message. If you require both HCI Select and HTI Select services, you must have both HCI and HTI services - one service for HCI (voice) calls and another service for HTI (SMS) text messages. 
Manual Dial Allowed
A selected checkbox indicates that agents can manually dial numbers or click contacts (on the contact widget) to contact numbers.
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To configure international manual dialing for your target country, contact Client Services.
Voice Compliance Enabled
  • A selected checkbox indicates that the calls initiated by agents comply with the policies in the profile assigned to the service and agents must re-enter the 10-digit phone number on the contact widget before dialing the number.
  • A cleared checkbox indicates that agents can initiate calls regardless of the profiles assigned to the service. This status is utilized for manual services that allow international calls to be made outside the default contact window of 08:00-21:00 local time.
SMS Compliance Enabled
  • A selected checkbox indicates that the SMS messages sent by agents comply with the policies in the profile assigned to the service.
  • A cleared checkbox indicates that agents can send SMS messages regardless of the profiles assigned to the service.
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Retention Settings

Field Description
Days to Move Inactive Messages Back to Group Inbox Specifies the duration for which you want to retain the unresolved email and SMS messages in the personal inbox of agents before the messages are moved to the group inbox. This field contains the value 1 by default. You can, however, change the value. The maximum value that you can select in this field is 14.
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For a given email or SMS thread, this value is reset when any of the following events occur on the thread:

  • An agent replies
  • A message is received
  • An agent marks a message unread or read
Include Weekends This checkbox is cleared by default. If you want to include weekends in the duration specified in the Days to Move Inactive Messages Back to Group Inbox field, select the checkbox.
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Contact Rules

Field Description
Contact Max Attempts Per Day Sets the maximum number of outbound dialing attempts to any phone number associated with an account per day. The default value is zero. If null, the client-level setting is applied.
Contact Max Phone Attempts Per Day Sets the maximum number of times an Account+Phone can be attempted per day. The Account Management functionality must be enabled for your site for this setting to take effect. The default is zero. If null, the client-level setting is applied.
Contact Max Attempts Lifetime The total amount of times contact to a unique account can be attempted.
Contact Max Phone Attempts Lifetime The total amount of times a unique Account+ Phone combo can be attempted.
Dialing Profile Determines the Hours/State/Days/Area Codes to dial from your Profile editor.
Zip Area Mismatch





 Enables the logic under which an account zip code is compared to an area code and dialing is based on the rules set within the logic and the option chosen.
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  • Off: This feature is used to turn off the zip area mismatch feature. 
  • Dial-Time: Often referred to as Standard zip/area code mismatch
    • If the area code and zip code for a record do not correspond to each other (that is, a mismatch), then the safe hour rule (11:00-21:00 ET) applies and the mismatched records are dialed during this window. 
  • Dial-Time Optimized: Often referred to as Optimized zip/area code mismatch
    • If the area code and zip code for a record do not correspond to each other but fall into the same time zone, the system respects that time zone’s dialing hours. If the area code and zip code for a record do not have the same time zone, the safe hour rule (11:00-21:00 ET) applies and the mismatched records are dialed during this window.
  • Dial-Time Overlay: Enhanced zip area mismatch coverage to include all time zones between Atlantic (GMT-4) and American Samoa (GMT-11).  
    • Start and End time for mismatch scenarios is dynamically set where the Start Time is based on the Western-most open hours and the End Time is based on the Eastern-most closed hours.
DNC Contact Group
Associates a Contact Group with a service, during dial-time. The phone numbers associated with the Contact Group are restricted. The creation and association of Contact Groups are controlled by the Contact Manager and Do Not Call (DNC) editor respectively. If the DNC Contact Group option is selected as All, the phone number is scrubbed for any calls launched for the client. The DNC Contact Group option applies to the Dial-Time Phone DNC only.
Email Opt-In Message Select the email Opt-In message from the drop-down list. This selected message is used when the email campaign is launched for the service.
SMS Opt-In Message Select the SMS Opt-In Message only to obtain a customer's consent to update their opt-in status. This option should only be used with the SMS Consent Required flag.  
Email Consent Required When selected, email consent is required from the customer, before email communication is done on the service.
SMS Consent Required
When selected, SMS consent is required from the customer before SMS communication is done on the service.
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Info

  • Email or SMS Opt-In messages are created from the Message editor.
  • Email or SMS Opt-In messages can be sent regardless of the configuration of Email Consent Required and SMS Consent Required options.
  • Email or SMS Opt-In messages can be sent even if the suppression list has the entries.
Inbound Email message Selects the inbound message template for inbound emails.
Inbound SMS message Selects the inbound message template for inbound SMSes.
Inbound Chat message Selects the inbound message template for inbound chats.
Inbound Messaging Message
Message template for inbound WhatsApp messages.
Inbound Facebook Message

 Message template for inbound Facebook messages.
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KPI Settings

Field Description
Service Level Seconds The specified number of seconds an inbound call must be answered within by an agent to be in (Service Level Agreement (SLA) compliance (on the Dashboards and Inbound Service Efficiency Report, this setting is the Service Level setting).
Service Level Formula Service Level Formula used as default. Details for each formula are available using the link next to this field.
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Defaults

Field Description
Voice ID Default voice talent for campaigns assigned to the service.
AM Option (Answering Machine Option) Default answering machine detection setting for the service.
  • Leave Messages - Detects answering machines and leaves a message.
  • Transfer all Connections - Answering machine detection is off. Passes all connections to agents.
  • Don't Leave Messages - If an answering machine is detected no message is left and the call is disconnected.
Scrub Allows you to scrub all wireless phone numbers, all landline numbers, or segment wireless phone numbers from a campaign file during build time. Select the required option from the drop-down menu. The available options are:
  • None (0): This is the default option and if selected, no scrub occurs.
  • Wireless (1): Scrubs all wireless phone numbers so that all landline numbers can be dialed.
  • Landline (2): Scrubs all landline numbers so that all wireless phone numbers can be dialed.
  • Segment Wireless (3): Scrubs all wireless phone numbers from positions 1-15 and places them starting at position 16.
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Info

If the scrub option is selected as Select One (Null) for the particular service, then the client-level Scrub option can be auto-populated for that particular service when manually loading the campaign.
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Call Recording

Field Description
Call Recording Enabled When checked, all conversations with an agent logged into the LiveVox ACD are recorded.
Call Recording Bitrate Refers to the audio resolution (kilobits per second). Available options: 16, 32, 64. The default setting is 16-bit. 32-bit and 64-bit can be selected if required for Speech Analytics integration.
Record External Transfers External transfers are defined as any transfer to a 10-digit number. When checked, LiveVox continues recording calls transferred to an external party until the call is terminated. If NOT checked, LiveVox ends call recording when a call is transferred to an external party.
Days Of Call Recordings This is a view-only setting. If it shows to be set to Select One, then the service respects the client-level Days of Call Recording configuration.
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Advanced Features

Field Description
Leave No Messages Allows predictive campaigns to default to disconnect upon answering machine detection.
Append Campaigns Report at End of Day Reports campaigns at the end of the day. When disabled, campaigns report when out of disabled records, which prevents records from being appended from that point when the Campaign is stopped. (The add/append records to active campaigns functionality requires the use of a Campaign API. Please contact LiveVox Client Services, for more information.)
Caller ID Source ID
Determines what default value is used as the pulsed Caller ID for the service. The options are:
  • FIXED: Using one of the service’s static options from the Phones tab.
  • LOCAL CALLER ID: Using the local caller ID package assigned.
  • FILE BASED CALLER ID: Using a certain value assigned to the individual account in the input file.
  • SUBCLIENT CALLER ID: Using a number from one of the service's practices.
  • ROUND ROBIN CALLER ID: Using the longest unused Caller ID from the CID package assigned to the latest uploaded campaign.
Operator Phone Source ID Determines the default number source used when bridging whisper agents. Defines the default CID of manual dials. See the drop-down options in the Caller ID Source ID definition.
Callback Phone Source ID Determines from where the default phone number left in messaging originated. See the drop-down options in the Caller ID Source ID definition.
Chat Routing Token The unique identifier that routes incoming chat to a service.
Shadow Audio Packages
Allows association at the service level to the configured real-time audio stream package. Select the desired package from the drop-down list (available only if third-party speech analytics is configured).
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Info

  • Shadow Audio Package (Real-Time Audio Stream package) allows integration with third-party speech analytics providers, such as Castel, Call Miner, and NICE.
  • Contact Client Services to enable and configure Shadow Audio Package feature.
  • If the Shadow Audio Package feature is set to Select One for the particular service, then the client-level Shadow Audio Package is applied for the service. 
Inbound SMS Code Short-code SMS number or the long-code SMS number for routing inbound SMS messages that are not triggered by an outbound SMS message to the service. If the service is used for WhatsApp, the value in the field indicates the WhatsApp number for routing inbound WhatsApp messages.
Inbound Facebook Page  

Enables you to associate a Facebook page with a service. Customer messages from the Facebook page route to the group inbox for that service. 
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Email Settings

Field Description
IB Email Domain Unique email address for routing inbound emails to the service.
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You do not need to create separate domains for each inbound email inbox because inbound emails are routed to services based on email addresses instead of domains. Multiple services can share the same domain in the email addresses, which are used as routing tokens.
BCC Address A list of comma-separated email addresses. A maximum of 10 addresses are accepted. All emails for the service automatically include the BCC recipient.
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Related Articles

  • Assigning an Agent Desktop to a Service
  • Assigning Services to an Agent
  • Assigning a Contact Flow to a Service
  • Understanding Service-Level Configuration Options
LiveVox Fall 2023 Release

About LiveVox
LiveVox (Nasdaq: LVOX) is a next-generation contact center platform that powers more than 14 billion interactions a year. By seamlessly integrating omnichannel communications, CRM, AI, and WFO capabilities, the Company’s technology delivers an exceptional agent and customer experience while reducing compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 500 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; New York City; St. Louis; Medellin, Colombia; and Bangalore, India.



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