The Call Center Closure tool enables you to quickly allow or restrict inbound dials at the call center level. For example, if there is a complete closure due to inclement weather or an all-hands meeting, a call center administrator is able to enact a “call center closed” message that will play to callers dialing into the closed call center.
Currently, this functionality works only in conjunction with backend adjustments performed by LiveVox. To set up this Call Center Closure feature for certain inbound numbers, contact customercare@livevox.com. You cannot close a call center immediately through the mode described in this section unless the CCC setup is completed in advance. If you want to close a call center immediately, consider changing your inbound call center hours. For more information, see Changing Inbound Call Center Hours.
To close a Call Center, from the General tab:
- Select the call center from the Call Center drop-down list.
- Uncheck the Call Center Open checkbox.
- Save updates.
To reopen the call center, check the Call Center Open checkbox and then click Save.
Important Notes
- The call center close message retains the same verbiage until it is reconfigured. If the call center closes and the call center close message is not updated from the previous closure, callers will hear the same message that played the last time the call center was closed.
- When the call center is closed, the call center close message supersedes the standard closed behavior on the IVR message. Please ensure that the ‘Call Center Open’ checkbox is checked after hours to play the standard after-hours message instead of the call center close message.