Admin Guides copy

Page tree

The ACD Settings tab displays all ACD settings for the selected service:

  • Volume Control Enabled: Allows agents to increase or decrease microphone or customer volume, and to mute the microphone.
  • ACD Scheduled Callback PH Readonly: Prevents agents from modifying the phone number when scheduling a callback.
  • ACD Scheduled Callback: If enabled, agents can schedule a future callback.
    • 0: Scheduled Callback is disabled.
    • 1: Activates and routes to the service's pool of agents.
    • 2: Activates and routes first to the originating agent then to service's pool of agents if the original agent is unavailable.
    • 3: Activates and routes only to the agent that scheduled the callback.
  • ACD PTP Enabled: Forces agents to enter a dollar amount in a text box if an appropriate Promise to Pay termination code is selected.
  • Agent Desktop: Selects which predefined agent desktop will be applied to this service. If Select One is displayed your Client level or Call Center level ACD Agent Desktop will be applied.
  • Call Acceptance Enabled: Requires agents to accept calls.

  • Default Agent Phonebook: Phonebook assigned to the service.

  • Call Acceptance Timeout (Sec): When Call Acceptance is enabled, the number of seconds an agent has to accept a call.

Secure Payment Capture fields

These fields are no longer supported for the configuration of the Secure Payment Capture feature. As of U8, this functionality has been migrated to the Agent Desktop Extended Panel widgets: Credit Card Basic, Check Basic, Credit Card Advanced, and Check Advanced. Contact your Account team to have these enabled or configured.

  • Secure Credit Card Capture Message: Allows the selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Call Flow Editor. 
  • Secure Credit Card Capture Mode: If Disabled is selected (default), then no credit card payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a credit card payment processing option via IVR where payment information will be presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged.  The Advanced option allows for a credit card payment process option via IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged. This option supports integration via Call Flow Editor with web service payment gateways. Agents will have the ability to process various payment transactions (e.g. one-time payment, recurring payments & future payments) that are processed via the payment gateway.
  • Secure Check Capture Message: Allows selection of a configured payment IVR message (should be selected for Basic or Advanced options only). Clicking on the link next to this option will open the Messages screen to view the selected message in Call Flow Editor.   
  • Secure Check Capture Mode: If Disabled is selected (default), then no check payment options will be presented via the Agent Desktop for payment processing. The Basic option allows for a check payment processing option via IVR where payment information will be presented on the Agent Desktop. The Advanced option allows for a check payment process option via IVR where payment information is not presented on the Agent Desktop. Sensitive payment information is not stored within the call recording nor will data be logged. This option supports integration via Call Flow Editor with web service payment gateways. Agents will have the ability to process various payment transactions (e.g. one-time payment, recurring payments & future payments) that are processed via the payment gateway.
  • Priority Escalation Threshold (Sec): Setting in seconds upon which the call will receive the maximum priority (1). The transaction should linearly increase from its initial priority to max priority over the time period defined. Priority should always be rounded to the closest integer. 

  • Account Real-Time DNC: When checked, enables DNC/DND checks on Manual Services. This option is enabled by default.

  • Show HCI Numbers: When checked, displays HCI numbers to the clicker agent. This option is enabled by default.

  • Manual Dial Allowed: If checked, agents can manually dial phone numbers or single-click contacts from the contact list widget. However, calls continue to be routed through the automated system.

  • Outbound Compliance Enabled: If not checked, allows dialing outside of standard North American continental hours of operation for international manual dial service. When checked, the contact list widget will require agents to re-enter the 10 digit phone number to confirm and manually dial the selected contact.

Contact the LiveVox Customer Care Team to configure international manual dialing functionality for your target country.