.Closing a Call Center vU15

LiveVox Call Center Closure (CCC) is a feature that enables you to quickly allow or restrict inbound calls at the call center level. For example, if a complete closure of your operations has occurred due to inclement weather or an all-hands meeting, a call center administrator can play an appropriate message to callers dialing into the closed call center. 

Requirement

Setting up CCC involves modifying your contact flows. To set up CCC, contact the LiveVox Customer Care Team with the inbound services for which you want CCC to be enabled, including the stage in the contact flow at which you want CCC to be enabled. 

Setup

After the LiveVox Customer Care Team completes the CCC setup, they provide you with the contact flow for which CCC is enabled and the message associated with the CCC contact flow. You can then control the activities of your call center by performing the following steps as required.

Viewing a CCC Contact Flow

To view the contact flow for which CCC is enabled:

1. On the Configure tab, go to Messaging > Contact Flow.
   The Contact Flow window appears.
2. In the Contact Flow field, select the CCC contact flow.
   A graphical representation of the CCC contact flow appears on the Contact Flow tab.

Viewing a CCC Message

To view the message associated with the CCC contact flow:

1. On the Configure tab, go to Messaging > Messages.
   The Messages window appears.
2. In the Message(s) field, select the CCC message.
   A graphical representation of the CCC message appears on the Visual tab.

Creating a CCC Message

If you want to create your own message for the CCC contact flow:

1. On the Configure tab, go to Messaging > Messages.
   The Messages window appears.
2. Click Add.
   The Add New Message window appears.

3. In the Message Info section, enter values in the New Message Name and New Message Description fields, and then click Next.
   The Contact Flow section appears.

   You can use the Filter By field to filter the contact flows based on their name, description, and module.

4. In the Select the Contact Flow field, select the CCC contact flow.

5. Click Next, and then click Save.
   The message is created.

Assigning a CCC Message to an Inbound Service

To assign the CCC message to an inbound service:

1. On the Configure tab, go to Services > Services.
   The Services window appears.
2. In the Call Center and Service fields, select the call center and the inbound service to which you want to assign CCC.
3. On the Phone Numbers tab, in the Inbound Message field, select the CCC message, and then click Save.
   The CCC message is assigned to the inbound service.

Viewing or Modifying a CCC Message

To view or modify the CCC message:

1. On the Configure tab, go to Messaging > Messages.
   The Messages window appears.
2. In the Message(s) field, select the CCC message.
   A graphical representation of the CCC message appears on the Visual tab.

3. Identify the module that contains the CCC message (verbiage).

   • To identify the module, first identify the condition module where the CCC check is performed, and then follow the success connector originating from the identified condition module.
   • If you cannot identify the module, contact the LiveVox Customer Care Team.
4. Double-click the identified module.
   The property window appears.
5. Double click the row displaying the phrases property.
   The phrase window appears.
6. If required, modify the message, and then click Ok.
7. In the property window, click Ok.
8. Click Save.
   The message is modified.

Closing a Call Center

To close a call center:

1. On the Configure tab, go to Services > Call Centers.
   The Call Centers window appears.
2. Double-click the call center that you want to close.
   The Call Centers window appears.
3. On the General tab, clear the Call Center Open checkbox, and then click Save.
   The call center is closed.