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:

1. How many inbound services are being requested?
2. What should the new inbound service(s) be named?
3. In which call center should the new service(s) be placed?
4. 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.
   1. If an existing service cannot be copied, confirm the following:
      1. What are the hours of operation for the new service(s)?
      2. What term codes should be displayed to agents?
      3. Which screen pop should be displayed to agents?
      4. What messaging and call flow are required? Provide a visual representation of the call flow with verbiage and if necessary a voicemail number.
      5. 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).
5. 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.
6. Which service group should the new inbound service(s) route to? Or do we need to create a new service group? 
7. For a new service group, identify the service group type and provide a name for the new service group. 
8. 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:

1. Provide the service name and ID that requires modification. 
2. Describe the specific changes requested for the service.