Navigate to the Termination Codes configuration by selecting Configure > Agents > Termination Codes from the Navigation Panel.
You are presented with the view of currently assigned termination codes and their details for the selected Call Center and Service:
- Code Name: The Termination Code Name displayed to agents.
- Category Name: Used to group together similar term codes on the agent desktop.
- Result: Internal result mapping (TFH result) which LiveVox can associate with the user code. Adjusting may impact CDR reporting.
- Action: Disconnects call or leaves a message after the term code is selected.
- Screen Order: Currently disabled, term codes are displayed in alphabetical order within their category section.
- Report Order: The order the term codes will show on the CDR (scroll right to view this column). Leave as default, or assign a value between 1- 126.
- Immediate Callback: When checked, allows agents to do immediate callbacks after selecting the termination code.
- Visible for Agent: Displays whether the Termination Codes are visible to the Agent or not.
The Termination Codes section offers the following buttons:
- Edit Category: Allows you to edit the category settings on the selected termination code.
- Add: Adds a new termination code to the selected service.
- Remove: Deletes the selected termination code.
- Copy from Service: Allows you to copy existing termination codes to a service with no assigned termination codes.
- Save: Saves all updates to the selected termination code.
- Cancel: Cancels any updates made to the selected termination code.