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

  • Depending on system settings, you may be put into "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 "Ready" status upon login.  Also, the timer appears only when you are on a call.

Select Not Ready if you need to leave your desk and have to be taken out of the pool of available agents. This will change your status to "Not Ready" and you will not receive calls. You may need to provide a break code when changing to "Not Ready" status.  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 "Not Ready" status for too long. To re-establish your audio path you will need to dial back in.

When a call is connected, you will receive a screen pop similar to the one below. The Agent Desktop will display 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 phone field will be displayed as Unknown.
  • If the caller name is available, it's displayed for the inbound calls.
  • The last 5 termination codes you used in each service will be available for selection in the Recent section of the Agent Desktop.

  • The Hold button may be disabled (check with your manager to confirm). If disabled, you will not see it 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. You should simply 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 CRM (Customer Relationship Management) or billing system into LiveVox, you should left-click into LiveVox then select CTRL + V

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.