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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.