Upon signing in, select Ready from the top-left drop-down menu to be placed into the Ready status and start taking calls.

  • Depending on the system settings, you might be put into the Ready status immediately after signing into the Agent Desktop. Check your status upon signing in to confirm.
  • If you are using the Knowledge Worker Desktop, you will be in the Ready status upon login.  Also, the timer appears only when you are on a call.

Select other options listed if you need to leave your desk or to be taken out of the pool of available agents. See the section on Break Codes and Status Update for more information.


 Some services are configured to disconnect your audio path if you remain in a  state other than Ready status for too long. To re-establish your audio path you must dial back in.

When a call is connected, you receive a screen pop similar to the one below. The Agent Desktop displays your status, the service into which you are signed in, the caller information, a call control dashboard, and a list of termination codes. 

When you receive a call, you are immediately put into In Call mode.

You will hear a beep sound when a call is connected.


  • When the call received is from a blocked Caller ID, the customer and phone field are displayed as Unknown.
  • If the caller name is available, the name is displayed for inbound calls.
  • The last 5 termination codes you used in each service are available for selection in the Recent section of the Agent Desktop.
  • The Hold button can be disabled (check with your manager to confirm). If disabled, you do not see the Hold button on the screen.
  • To copy from the screen pop, LiveVox offers copy to clipboard functionality where the data to be copied is predetermined by your manager. Go to the place where you need to paste the information and either select CTRL + V or right-click and select paste. 
    • Access to the clipboard must be granted by the browser being used for the LiveVox Agent Desktop.
  • To paste account or phone information from a Customer Relationship Management (CRM) or billing system into LiveVox, left-click into LiveVox then select CTRL + V.
  • When you are on a web call, you can check your network status by hovering over the wi-fi icon . Hovering over this icon displays the bandwidth speed and the packet loss.

As part of your Agent Desktop, you might view additional widgets or pages as per manager configuration. See Agent Desktop with Extended Panel or Agent Desktop with Designer Panel for more information.

Instructions on effectively using the Hold button are available in Calls on Hold.