LiveVox supports multiple call routing options. You can route Inbound calls to an agent who is assigned to an account, or to an agent who last spoke to the consumer. You need to enable ANI Lookup to locate a previous transaction with an Agent ID.
You can route outbound calls to agents if an Agent ID is provided in the input file. This value must match the Agent ID in the LiveVox platform.
You can choose agent-specific routing ON or OFF at the message level. The default mode is OFF. LiveVox can assist you in configuring the advanced routing feature.
