LiveVox API Dialer Integration

This article provides step-by step instructions for setting up the LiveVox Dialer integration in ACE. 

Prerequisites 

1. An established relationship with LiveVox :LiveVox will support all configuration required on the LiveVox side

Before setting up the LiveVox Dialer Integration in ACE, you'll need to have the following details provided by LiveVox or accessible through your LiveVox management interface:

• base URL
• API Token
• Client Name (your name with LiveVox)
• A Service ID to be associated with click to dial functionality (required to be set up even if a customer does not anticipate using click to call from ACE)
• API Security Key (This security key contains the username and password used for API calls and is the username and password associated with a LiveVox admin user login account)

2. A "Dialer - LiveVox" package addon for the InterProse ACE application

• Please reach out to InterProse Support to request the addon

Engagement and Setup with LiveVox

Engage with your LiveVox Representative to setup the following:

1. Manual Service in LiveVox for Click to Dial in ACE.
2. Agents in LiveVox, each with a username and password associated with the services they can work on accounts.
3. Customer Inbound Service in LiveVox.
4. Preview (& Other) campaigns Services in LiveVox.
5. Open accounts in ACE via a phone number URL in LiveVox for inbound calls.

LiveVox Application Setup

1. Agents
2. Agents Desktop
3. Agent Panel +Extended Panel
4. Extended Panel
5. Supports Expressions: = true
6. Custom Panel
7. Add
8. Window Title = (any label)
9. URL = https://customerid.interprose.com/search.do
10. Add -> Name = value, Value = {"field":"phone_dialed"}
11. Add -> Name = phone, Value = true
12. Add -> Name = source, Value = LIVEVOX
13. Config
14. Open Full Screen = true
15. Open Externally = true
16. OK
17. Save Agent Desktop

Image Displays Steps 1-12 

Image Displays steps 13-16

 

Image Displays Step 17

 

Inbound Account Popping

The Service to be used for inbound account popping needs to be setup (Inbound Service/Customer Inbound)

1. Services
2. Services
3. Service = Customer Inbound
4. Settings
5. Agent Desktop = the name of the desktop where the Custom Panel Widget was set up = (Basic Desktop in our example)
6. Save

Image Displays Steps 1-6

 

Set up LiveVox in ACE

1. In ACE, go to Setup - Vendors - Dialer
2. Just below and to the right of the "Dialer Vendors" list, select "New"
3. Enter the Vendor Information as follows:

1. Label = LiveVox API (it is especially important that you use a different label if you already have a Template LiveVox dialer vendor set up in ACE)
2. Identifier = LIVEVOX_API
3. Export Flag Identifier = LIVEVOX_API
4. Dialer Provider = LiveVox
5. Active = true (checked)

4. Enter the  LiveVox Settings as follows:

1. Api Token (as provided by LiveVox)
2. Client Name (as provided by LiveVox)
3. Service ID (as provided by LiveVox)
4. Username (API Security Key user name as provided by LiveVox)**
5. Password (API Security Key password as provided by LiveVox)**
6. The remainder of the settings should be set up to meet your needs; if you are unsure of how you want these to be setup, please start by setting them up as shown in the screenshot below
7. "Auto Update Contacts" needs to be set to true in order to ensure that new account contacts are updated to LiveVox at the time of placement and to ensure that contacts continue to be updated in LiveVox when contact fields are modified in ACE

 5. Under "Custom Fields", select "Apply" to save the vendor

Image Displays Steps 1-5

 

Custom Fields

1. Custom Fields are initially configured in LiveVox.

2. In ACE, go to the Custom Fields section and click the "Refresh" button to import the custom fields from LiveVox.

3. For each listed custom contact field that you want to keep updated in LiveVox, click the pencil icon and select the corresponding ACE field.

4. Any custom contact fields displayed as "(empty)" and not mapped to ACE data won't update in LiveVox.

Image Displays Custom Fields

Default Fields Between LiveVox and ACE

Certain contact fields, known as DEFAULT fields, will be automatically updated in LiveVox without the need for custom identification.

Please refer to the table below for the list of DEFAULT contact fields:

Dialer Codes

Under "Dialer Codes" data will need to be populated with each dialer code LiveVox returns with phone log results.

• Each dialer code will have a number (Dialer Code) that is used by LiveVox. LiveVox may provide defaults for labeling and understanding each dialer code.
• You will need to update each of the corresponding fields; label, skip, phone location, phone result contact, etc. to correspond with the way you want the phone log results/records recorded in ACE.

Image Displays Dialer Codes

 

Action Path Flagging

Since account contacts are automatically updated in LiveVox through the API, and campaigns can be built using this data directly in LiveVox, there's no requirement to flag accounts or export them to LiveVox via SFTP. However, if such a need arises, setting up flagging action path workflows and SFTP export jobs becomes necessary. For assistance with this setup, please consult with the support team for guidance.

Set up Agent in ACE

Each agent that will be working accounts in the LiveVox Dialer and using Click to Dial from ACE will need an agent login ID, Password and a Dialer Caller ID entered in their User Profile in ACE.

Image Displays LiveVox Agent Settings

 

Set up Jobs in ACE

It is recommended that two jobs be set up for LiveVox API dialer integration as follows:

1. LiveVox Update Contacts and LiveVox Update DNC (Do Not Call) job - run nightly to catch any changes that may not have transmitted in real time; API update delay of 5 seconds or less can be expected

Note

 

In ACE, when a phone number is marked as 'DNC' in the Phone Demographic Record, it will update in LiveVox through the LiveVox DNC job task. However, if an account is marked as 'DNC' in the Debt Information section, this change will not be reflected in LiveVox.

To effectively manage 'DNC' records in ACE for customers using LiveVox API integration, ensure proper handling at both the phone and account levels.

Image Displays LiveVox API Contacts Job

 

2. LiveVox Import Phone Log and Audio File job - run a minimum of once a day

Image Displays API Phone Logs and Audio Import Job

 

LiveVox Client Specific Click to dial Service ID

If a customer wants to use client specific service ids in place of the default LiveVox Settings Service ID, that can be accomplished using a client form. The following must be true:

• The Form Config Type = CLIENT
• The Form Identifier = LIVEVOX
• The Form Field = SERVICE_ID
• The form field for the client must be populated
• The service ID used must be set up in LiveVox

Image Displace Service ID

 

LiveVox API Demo

You can watch a video showcasing the ACE & LiveVox connectivity and how contact updates are done via the API by clicking LiveVox API Demo