You can use this functionality to receive inbound calls from your customers or outbound calls from campaigns. When an inbound call comes in, if the LiveVox Phone app is minimized, it expands automatically, and the customer is identified so you can quickly retrieve any records related to that customer.

To receive inbound or campaign calls:

  1. Using your web browser, go to your LiveVox agent login page. For example, https://acd.na4.livevox.com/company/AgentLogin.
  2. Enter your username and password, and then click NEXT.
    The Select Service drop-down appears.
  3. Select your service and ensure that the Call using computer checkbox is selected.

  4. Click SIGN IN.

    You can minimize your browser window, but do not close it. Instead of using a web browser, you can also use Agent Desktop Native or dial the Agent Call-In number from a soft or a hard phone. For Agent Call-In, see the Call-In Instructions section in Accessing the Agent Desktop.

  5. Log in to Salesforce.
  6. Set your status to ready.

  7. Click Accept on an incoming call.

    A LiveVox administrator can enable or disable Call Acceptance. When Call Acceptance is disabled, the call directly connects to the agent. The Accept and Decline buttons are not displayed on the incoming call. 

Depending on how your Salesforce administrator has configured your application, you might also see existing Salesforce records related to the caller - a form where you can create a new Salesforce record, or a Visualforce page. For example, when you receive a customer call, you can see the customer's contact record and their open cases so that you can quickly address the customer's request.