LiveVox supports multiple options related to the routing of calls to specific agents.
Inbound calls can be routed to the specific agent that is assigned to an account or to the agent that last spoke to the consumer. This process requires that ANI Lookup is enabled and that a previous transaction with an Agent ID is located.
Outbound calls can be routed to specific agents if the Agent ID is provided in the input file (this value must match the Agent ID in the LiveVox platform).
Agent specific routing can be turned ON or OFF at the message level. The default mode is OFF. LiveVox can assist clients with the configuration of this advanced routing feature.