Understanding Call Controls
When a call is connected, the agent desktop displays your status, your signed-in service, the caller information, the Call Control dashboard, and a list of termination codes. This article describes the Call Control dashboard, which allows agents to perform operations, such as transferring a call, ending a call, holding a call, and so on. U17 Agent ...
Understanding Agent States
When an agent uses the agent desktop, the agent is assigned one of the following states or statuses when in a call or using the chat function. U15 / U17 Ready or Not Ready: You can either be in the Ready state or Not Ready state to receive or dial a call or chat. For more information, expand the below section: Ready or Not Ready States You can use ...
Making an Outbound Call
You can make an outbound call to talk to your customer using the manual dial functionality (if enabled by your manager) through the agent desktop. You use the manual dialer to enter an international (if enabled by your manager) phone number or a standard North American phone number to call through a manual dial service. U15 / U17 Making an Outbound ...
Receiving an Inbound Call
When you log in to the agent desktop with the service routed to receive inbound calls, you can receive the call from the agent desktop. U17 Receiving an Inbound Call without Call Acceptance Log in to the agent desktop. Place yourself in the Ready state by selecting the Ready option from the top left drop-down list. When you get an inbound call, you ...
Scheduling a Callback
When talking to a customer, you might need to schedule a time to call that customer again. Using the Schedule Callback tool on the agent desktop enables you to schedule a callback during your call. When enabled, the Schedule Callback icon is displayed on the desktop when your status is either In Call or Wrap up and allows you to set a time (and opti...
Managing the Email Inbox
Email is one of the ways that you can use to communicate with your customers. You can send and receive emails from customers (bi-directional) through your agent desktop. Inbound emails appear in your personal or group inboxes on the Inbox tab of the desktop. The Inbox tab displays the number of unread messages in each thread. You can use this tab to...
How to Access a Voicemail and Record a Greeting
You can access voicemail messages (group and personal) and record voicemail greetings on the Agent Panel of your Agent Desktop. In earlier LiveVox releases, voicemail was located in a separate VM tab on the Agent Panel. Accessing a Voicemail To access a voicemail: On the Inbox tab of the Agent panel, in the Voicemail section, select the voicemail th...
Using Termination Codes
Termination codes (or disposition codes) identify the possible outcomes of the calls agents make and receive. You must select a termination code when ending a call. Info Termination codes are assigned to each individual service. This allows specific services or groups of services to have unique termination code options for different businesses or cl...