To add, remove or modify termination codes, first select the call center and service whose termination codes will be adjusted. Unattended or Message Only services do not need termination codes. Data columns provide information for each code name. - Code Name - What is displayed to agents.
- Category Name - Used to group together similar term codes on the agent screen pop.
- Result - Internal result mapping 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 - Allows agents to do immediate callbacks after selecting the termination code.
- Visible for Agent - Allows agents to view termination codes in the agent panel.
To adjust modify a term code, select the code which you wish to change by change by double-clicking the termination code row; or Remove to delete the code from the list. - Select Add to create a new termination code.
- All Termination Code attributes can be adjustedmodified. Make your changes and click theOk button.
- Click the Save button to add the new termination code.
- Select Cancel to the discard changes.
Some changes to term codes may require additional configuration. - A new term code may also require assigning a "reporting outcome" that matches your system. Navigate to the Reporting Outcomes Mapper for further details.
- Assigning auto-DNC functionality to a term code requires back-end work by LiveVox. Please e-mail mail customercare@livevox.com for details.
|