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The Agent Desktop editor offers the General tab that provides different options to set agent desktop and call transfer options. Navigate to Configure > Agent > Agent Desktop > General tab.


Settings

Certain agent desktop settings not controlled at the service level  are controlled from the General tab here:

  • Call Record Control Enabled – By default all calls between a customer and agent using the LiveVox ACD are recorded. Selecting this option allows agents to pause/resume recordings or stop the recording.
  • Notes Enabled – Selecting this option allows agents to utilize a free-form text field which can be stored and exported to the CDR. Limit of 4000 characters.
  • Account Number Validation for Inbound and Manual Calls - When selected, the account number is validated against existing Contact Manager data for inbound and manual calls.
  • Account Number Required - Selecting this option requires agents to enter an account number when one is not associated with a phone number.
  • Display Not Ready Sub Codes – Agents can take/receive calls when in Ready mode, and will not when in Not Ready mode. Choosing this option lets them choose a sub code, which is displayed on a Manager's screen, to further define why they are not able to take calls. Sub codes are: Lunch, Training, Break, Meeting, Tech Difficulties, and Other.

  • Hold Enabled - Selecting this option displays the Hold button on Agent Desktop.

  • Screen Recording Control Enabled - Selecting this option allows agents to pause/resume or stop screen recording by using call control buttons.
  • Screen Recording Control Percentage - Allows you to select the percentage of calls to be screen recorded.


Screen Recording Control Enabled and Screen Recording Control Percentage options will be displayed only if agent screen recording is enabled. Contact your Account team or Client Services to request this functionality.


  • Force Specific Case - enables specific case that will be auto formatted on agent entered account number. Available options are as given below:

    • None - This is a default option. If selected, the account number will be the way agent enters it.

    • Upper - The account number will be in upper case.

    • Lower - The account number will be in lower case.

Transfer Options

  • Transfer Option Enabled - Select the checkbox to allow the transfer button to appear for agents to initiate Manual, Agent to Agent, or Phonebook Entry transfers.
  • Agent To Agent Transfer Enabled - Select the checkbox to allow agents to transfer calls to other available agents. Clicking the link next to the checkbox will present Agent to Agent Transfer Configuration screen. The user can select Default or Custom option for the agent to agent transfer configuration.



    • Default - Agents can transfer to other agents within the same call center.
    • Custom - Select the required option to transfer to specific agents based on Service, Service Group or Agent Teams.
      • Service - Allows the transfer to agents within the same service the agent is logged into.
      • Service Group - Allows the transfer to agents that are logged into the selected Service Group.
      • Agent Teams - Allows the transfer to agents that are logged in and the part of the specified Agent Teams.
  • Manual Transfer Enabled - Select the checkbox to allow agents to manually transfer a call.
  • Phonebook Transfer Enabled -  Select the checkbox to allow agents to transfer calls to predefined phone book entries.
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