The call abilities differ depending on the LiveAgent variation you have:

  • if you have a self-hosted (standalone/downloadable) license of LiveAgent hosted on your own server, then you have only regular integration with Twilio available and basically, all the other guides from this section except for Call Us buttons guide do not relate to your license.
  • if you have hosted with us (monthly) plan then you can connect any VOIP provider which allows SIP trunk integration, use IVR and have the option to answer the calls on different devices.

Hosted by us (monthly payment) customers would normally follow these guides:

  1. start configuring their set up from the Numbers section where they can connect their VOIP providers and numbers
  2. set up the IVR (welcome/offline messages)
  3. set up the behavior of the calls in LiveAgent
  4. add their hardware and software phones on the Devices screen
  5. agents would choose a device to answer calls