Navigate to the Termination Codes configuration by selecting Configure > ACD > Termination Codes from the Navigation Panel.
You will be presented with the view of currently assigned termination codes and their details for the selected Call Center and Service:
- Code Name - What is displayed to agents.
- Category Name - Used to group together similar term codes on the agent desktop.
- Result - Internal result mapping (TFH result) 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 - When checked, allows agents to do immediate callbacks after selecting the termination code.
The Termination Codes configuration sections offers the following buttons:
- Edit Category – Allows you to edit the category settings on the selected termination code.
- Add – Adds a new termination code to the selected service.
- Remove – Deletes the selected termination code.
- Save – Saves all updates to the selected termination code.
- Cancel – Cancels any updates made to the selected termination code.