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 Navigate to the Call Center editor by selecting Configure >Services > Call Centers from the Navigation Panel. You can use the Filter field to search for the call centers.

Column Customization

In the Call Centers window, you can use the cog icon in the upper right-hand corner to specify the inclusion of fields, order, and which field is used to sort the list. Clicking the cog icon provides you the below Customize Column window:

The available Call Center columns are:

  • id: LiveVox assigned unique identifier code.
  • Name: The Call Center name, appearing throughout your site.
  • Manager: The Call Center's manager name (optional).
  • Business Unit: The business unit that you want to associate with the agent team. You can define the business unit from Configure > Services > Business Unit.
  • Open:  Indicates whether the call center is open () or closed. When open, the services associated with the call center may operate.
  • Default Agent Phonebook - Default agent phone book assigned to the selected call center.
  • Default Input Filter – The Call Center's default input filter, applied if the service does not have a setting and the filename pattern does not work. 
  • Billing System: The Call Center's billing system (optional).
  • Services Count: The number of services available in the call center. 

Viewing/Configuring Call Center Settings

Double-click the corresponding call center row from the Call Centers window to view or configure the specific call center. The Call Centers pop-up window appears.

The Call Centers pop-up window offers the following tabs:

  • General: Allows to update settings for the selected call center. You can update the following settings.
    • Name: Specify the name of the call center
    • Manager: Specify the call center's manager name (optional).
    • Billing System: Specify the call center's billing system (optional).
    • Business Unit: The business unit that you want to associate with the agent team. You can define the business unit from Configure > Services > Business Unit.
    • Default Input Filter: Select the Call Center's default input filter from the Default Input Filter drop-down list.
    • Default Agent Phonebook:  Select the default agent phone book from the Default Agent Phonebook drop-down list.
    • Call Center Open:  Select the checkbox to open the call center. When enabled, the services associated with the call center may operate.
      Click the Save button to update the call center settings.
  • Services: Displays a list of the services within the call center.
  • Change History: Displays all recent adjustments made in the call center.
  • Emergency Services: Enables your agents to make an emergency 911 call from any manual service in the call center.
    • Phone Number: Phone numbers that are not assigned to any service or agents. Click the Search icon and select a phone number from the Select Numbers window.
    • Street Number: Street number where the call center is located.
    • Apartment, suite, unit, floor, etc: Name of the apartment, suite, unit, floor where the call center is located.
    • Street Name: Name of the street where the call center is located.
    • City: Name of the city in which the call center is located.
    • State: Name of the state in which the call center is located.

    • Zipcode: Zipcode of the city in which the call center is located. 

      The Emergency Services feature comes at an additional cost. It requires configuration at the Call Center level and is intended for agent use only. Transfers of customers to 911 is not supported. Contact your Account team to enable this feature.

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