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...

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...

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...

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...

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...

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...

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....

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...

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 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...