Spring24 Admin Guide

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Navigate to the Call Center editor by selecting Configure >Services > Call Centers from the Navigation Panel.

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).
  • 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).
    • 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. Contact your Account team to enable this feature.