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Is it possible to use my mobile number in LiveAgent?

Customer context: The customer is wanting to use their personal mobile number in the LiveAgent software. Customer: Is it possible to use my mobile number in LiveAgent? Answer: LiveAgent only supports phone numbers from VOIP partners that provide SIP trunk connections as integration is done only via SIP trunk as explained here (https://support.liveagent.com/773213-Numbers-section). However, you can forward inbound calls to your mobile using IVR (https://support.liveagent.com/100338-Forwarding-...

What does the "Dialing Failed: Call Rejected" error mean when trying to make a call from LiveAgent?

Customer context: Users exploring the call functions within LiveAgent, who are encountering difficulties when making outbound calls. Customer: What does the "Dialing Failed: Call Rejected" error mean when trying to make a call from LiveAgent? Answer: The "Dialing Failed: Call Rejected" error typically signifies that the trunk to which LiveAgent is trying to connect has rejected the call. This may occasionally result from IP address blocking. Some providers, like Twilio, allow you to define whi...

Is it possible to call clients via connected WhatsApp numbers in LiveAgent?

Customer context: The customer uses LiveAgent's WhatsApp integration for customer service and wants to know whether they can make phone calls through the software. Customer: Can I call my clients through connected WhatsApp numbers on LiveAgent? Answer: No, unfortunately, LiveAgent does not provide the option to make calls using WhatsApp. The software only allows you to receive and respond to messages directly within LiveAgent. If you want to call your customers, you need to use your own phone ...

Can the call centre function without internet?

Customer context: The customer uses LiveAgent's call centre and is looking for a backup solution in case of an Internet outage. Customer: Can the integrated call centre function without Internet? Answer: Yes, it is possible. In the event of an Internet outage, LiveAgent can forward calls to a physical phone number. However, keep in mind that these calls may incur additional charges from your VOIP provider.

What does "Call failed. Access to media is denied" mean?

Customer context: The customer uses the browser to answer calls and has received the error message "Call failed. Access to media is denied." Customer: What does "Call failed. Access to media is denied" mean? Answer: "Call failed. Access to media is denied" refers to the situation where your browser, selected as the device for answering calls, cannot access your microphone. Possible fixes can be found in this article: Microphone permissions for browser calls (https://support.liveagent.com/84679...

Do you have auto-dialer feature?

Customer context: The customer is looking for automation features within the LiveAgent software. Customer: Do you have an auto-dialer feature? Answer: No, we do not have an auto-dialer for outbound calls. Each call has to be dialed manually one by one.

Can I let the customers request a callback?

Customer context: A customer is using LiveAgent and wants to enable a callback feature for their clients. Customer: Can I let the customers request a callback? Answer: To let the customer request a callback, you need to configure the IVR for your number accordingly. Please refer to this article to find the necessary setup of the IVR: https://support.liveagent.com/887433-Automatic-callback-request

How do I connect my Twilio number to my LiveAgent account?

Customer context: A customer wants to integrate their Twilio number with their LiveAgent account. Customer: How do I connect my Twilio number to my LiveAgent account? Answer: To connect your Twilio number to your LiveAgent account, please, follow the detailed integration article at https://support.liveagent.com/968310-Twilio-integration-for-hosted-customers.

How can I set up the queue waiting time for calls?

Customer context: A customer wants to configure the call queue waiting time in their LiveAgent software. Customer: How can I set up the queue waiting time for calls? Answer: You can change the Maximum ring time and Maximum queue time in Configuration -> Call -> Settings. For more information, visit https://support.liveagent.com/103041-Settings-section.

How do I transfer a call to a number that is not registered in LiveAgent?

Customer context: A customer wants to transfer a call to an external number which is not registered in LiveAgent. Customer: How do I transfer a call to a number that is not registered in LiveAgent? Answer: To transfer a call to an external number, you can set up call forwarding via IVR in LiveAgent. LiveAgent call center will act as a bridge between the caller and the external number. For more information and setup details, please visit this support article: https://support.liveagent.com/10033...

Are there any limitations on the number of calls I can make or receive with LiveAgent?

Customer context: A customer is considering using LiveAgent and wants to know if there are any limitations on the number of calls they can make or receive. Customer: Are there any limitations on the number of calls I can make or receive with LiveAgent? Answer: LiveAgent itself does not limit the number of calls you can make or receive. However, any limitations on calls will depend on the VOIP provider you choose. It's important to discuss call limits with your chosen VOIP provider directly.

Can I use Google Voice's numbers in LiveAgent?

Customer context: A customer is using Google Voice and wants to integrate their Google Voice number with LiveAgent. Customer: Can I use Google Voice's numbers in LiveAgent? Answer: LiveAgent does not have an official integration with Google Voice numbers. However, if you have the SIP host, SIP port, username, and password for your Google Voice number, you might be able to configure it manually. For more information, visit https://support.liveagent.com/773213-Numbers-section.

Can I buy a VoIP number in LiveAgent directly?

Customer context: The customer is interested in purchasing a VoIP number from within the LiveAgent software. Customer: Can I buy a VoIP number in LiveAgent directly? Answer: No, LiveAgent does not sell VoIP numbers directly. However, you can buy a VoIP number from a VoIP provider and then integrate it with your LiveAgent account for efficient call management. You can find a list of recommended VoIP providers in the LiveAgent knowledge base at https://support.liveagent.com/819934-List-of-suppor...

Can I schedule calls with LiveAgent's call button?

Customer context: The customer wants to know if they can schedule calls with LiveAgent's call button feature, instead of having customers use it immediately. Customer: Can I schedule calls with LiveAgent's call button? Answer: Unfortunately, LiveAgent does not offer a call scheduling option with its call button feature. However, agents can disable their availability for calls in their agent panel, which would prevent the call button from functioning.

How can we be added to your list of VoIP partners?

Customer context: A company wants to be added to LiveAgent's list of VoIP partners. Customer: How can we be added to your list of VoIP partners? Answer: If your company offers SIP Trunking, we can integrate your VoIP-Trunk SIP services into LiveAgent and include you as one of our VoIP partners. To proceed, we will set up a test to verify the integration. Once successful, your logo will be added to our VoIP partners page (https://www.liveagent.com/integrations/#voip-partners) along with a link ...

Can I use an auto-dialer in LiveAgent?

Customer context: A customer interested in using an auto-dialer with LiveAgent. Customer: Can I use an auto-dialer in LiveAgent? Answer: LiveAgent does not offer any auto-dialer functionality. Each outbound call must be dialed manually by agents, one after another.

Does LiveAgent offer a free testing number?

Customer context: A customer is looking to test LiveAgent's call center before committing to a VoIP provider. Customer: Does LiveAgent offer a free testing number? Answer: No, LiveAgent does not offer a native number for testing calls. To use our call center, you need a number from a VoIP provider that can support a SIP trunk. You can then connect the number to LiveAgent and use it to make and receive calls in the system.

Can I connect a hardware phone to LiveAgent?

Customer context: The customer has a hardware phone, such as a Yealink or Snom phone, and wants to know if it can be connected to LiveAgent's phone system. Customer: Can I connect a hardware phone to LiveAgent? Answer: Yes, you can connect any phone that supports SIP trunking. To set it up, go to Configuration > Call > Devices in LiveAgent. More details are available at: https://support.liveagent.com/332659-Devices-section. To set the device for answering calls, visit your agent profile ...

Can I set different priority and routing for agents for calls, or is it only for chats?

Customer context: A customer wants to know if it's possible to set different priorities and routing for agents specifically for calls, beyond just for chats. Customer: Can I set different priority and routing for agents for calls, or is it only for chats? Answer: Yes, you can set different priorities and routing for agents for calls in addition to chats. This can be done in Configuration - Call - Settings - Call routing. More information is available here: https://support.liveagent.com/103041-...

Does LiveAgent offer number masking?

Customer context: A customer is interested in LiveAgent's call center feature and wants to know if they provide number masking. Customer: Does LiveAgent offer number masking? Answer: No, LiveAgent doesn't offer number masking. The call center feature in LiveAgent works by connecting a number from a VoIP (voice-over-internet provider) that supports SIP trunks.

Can I have different settings for different phone numbers?

Customer context: A customer has multiple phone numbers associated with their LiveAgent account and wants to assign specific features to each number. Customer: Can I assign features to one phone number and not to the other? Answer: You can define a different IVR (Interactive Voice Response) for each phone number, which will allow you to assign specific features to each number. However, settings such as call routing, breathing time, and other universal settings will apply to all numbers within ...

Is there a way to automatically let people know that our outbound calls are being recorded?

Customer context: A customer is using LiveAgent for their company and wants to know if there is a way to automatically inform people that outbound calls are being recorded. Customer: Is there a way to automatically let people know that our outbound calls are being recorded? Answer: Unfortunately, there isn't an option to automatically inform people during outbound calls that the call is being recorded. Agents must inform the callees themselves, or you can disable the recording of outgoing call...

Can I use a softphone device for answering calls?

Customer context: A customer wants to know if they can use a softphone device for answering calls in LiveAgent. Customer: Can I use a softphone device for answering calls? Answer: Yes, you can connect any softphone or hard phone device under Configuration > Call > Devices (https://support.ladesk.com/113309-Devices-section). For more information, feel free to visit this link > Using Call Center feature with soft phone clients/apps. (https://support.liveagent.com/498308-Using-Call-Cente...

Do I need to add any phone number to use the internal call feature?

Customer context: A customer with a cloud-hosted account wants to use the internal call feature in LiveAgent. Customer: Do I need to add any phone number to use the internal call feature? Answer: No, you don't need to add a phone number to use the internal call feature if you have a cloud-hosted account. To start an internal call, go to your agent panel dashboard, click on the green dot next to an agent's name, and choose the option "start internal call" or click on the + icon in top right cor...

Do I need to enable call recordings in the panel to store call history?

Customer context: A customer is using LiveAgent and wants to store call recording history in the panel. Customer: Do I need to enable call recordings in the panel to store call history? Answer: Call history in tickets is stored either way, you can just decide whether you want to save the recordings or not. Please note that storing recordings needs to be activated for each number separately. Please visit this link for detailed steps: https://support.liveagent.com/522147-Call-recordings. By foll...

Can I respond to incoming calls on my mobile?

Customer context: The customer wants to respond to incoming calls using their mobile device. Customer: Can I respond to incoming calls on my mobile? Answer: Yes, you can respond to incoming calls on your mobile by downloading the LivePhone mobile app (available for iOS and Android). You'll need to set the app as your device for answering calls under your agent profile in Call settings. After this, any calls routed to you will ring on your mobile device, and you can respond on the go.

Do I pay for calling minutes or are there any additional charges applied from LiveAgent?

Customer context: A customer wants to understand if there are any hidden costs associated with call minutes and recordings using LiveAgent. Customer: Do I pay for calling minutes or are there any additional charges applied from LiveAgent? Answer: No, LiveAgent does not charge you for any calling minutes or call recordings. Additional charges may only apply from your VOIP end. In LiveAgent, you pay only based on the monthly plan you choose and the number of agents you have. For more information...

How can I set specific routing options for multiple agents available to receive calls?

Customer context: A customer with multiple agents available to receive calls wants to set up specific routing options. Customer: How can I set specific routing options for multiple agents available to receive calls? Answer: To set up specific routing options, navigate to Configuration > Call > Settings in your LiveAgent account. You can choose from two routing options: Random Assignment and Priority Assignment. Random Assignment levels the overall number of calls by randomly choosing an ...

Is there any extra charge for using your call-center feature?

Customer context: A customer inquires about any extra charges associated with using the call-center feature in LiveAgent. Customer: Is there any extra charge for using your call-center feature? Answer: No, LiveAgent does not have any extra charges for inbound or outbound calls through the call-center feature. All calling fees are managed by your VoIP provider.

Is your call-center feature available in my country?

Customer context: A customer wants to know if the call-center feature in LiveAgent is available in their country. Customer: Is your call-center feature available in my country? Answer: Yes, our helpdesk software and call-center feature are available in every country. To use the call-center feature, find a VoIP provider who offers services in your country and supports calls to the destination countries you wish to call. You can see our ready-made integration methods on the following page - http...

How to connect my VoIP number?

Customer context: A customer wants to know how to connect their VoIP number in LiveAgent. Customer: How to connect my VoIP number? Answer: To connect a VoIP number that supports SIP trunking, go to Configuration > Call > Numbers in LiveAgent. Click the "Create" button and choose either the manual/general integration method or one of the provided ready-made integration methods with our VoIP partners. For more information, please visit the following article: https://support.liveagent.com/7...

Can I connect any phone number?

Customer context: A customer wants to know if they can connect any phone number to LiveAgent. Customer: Can I connect any phone number? Answer: No, you cannot connect any phone number to LiveAgent. You can only connect VoIP numbers from a VoIP provider that supports SIP trunking. You can see our ready-made integration methods on the following page - https://www.liveagent.com/integrations/#voip-partners

Can I buy/get a number from LiveAgent?

Customer context: A customer wants to know if they can purchase or obtain a phone number from LiveAgent. Customer: Can I buy/get a number from LiveAgent? Answer: No, you cannot buy or get a phone number from LiveAgent. LiveAgent is not a VoIP provider and, therefore, does not provide VoIP numbers.

How does the call distribution work in LiveAgent?

Customer context: The customer uses LiveAgent's call feature and they want to know how the call distribution feature works. Customer: How does the call distribution work in LiveAgent? Answer: In case you want to use the option "Random Assignment", there is no specific priority. However, with "Priority Assignment", you can configure assignments for specific agents. To check and modify priorities, go to Configuration > Calls > Settings in your LiveAgent dashboard. For more information on...

How can I personalize the voicemail when no agent is available?

Customer context: The customer wants to personalize the voicemail when no agent is available in LiveAgent. Customer: How can I personalize the voicemail when no agent is available? Answer: To personalize the voicemail in LiveAgent when no agent is available, you can configure the IVR (Interactive Voice Response) for your phone number. Follow the instructions provided in this support article: https://support.liveagent.com/102273-IVR-examples. If you need any help with the IVR script itself, ple...

How do I make a call in LiveAgent?

Customer context: The customer wants to know how to make a call in LiveAgent. Customer: How do I make a call in LiveAgent? Answer: To make a call in LiveAgent, you need to connect a phone number from a VoIP provider that offers SIP trunking. You can find a guide on this process here: https://support.liveagent.com/773213-Numbers-section. Once the number is connected, you'll be able to make both inbound and outbound calls directly through LiveAgent.

Is there a way to automatically let people know the phone call is being recorded for outbound calls?

Customer context: The customer wants to automatically inform call recipients that the call is being recorded for outbound calls. Customer: Is there a way to automatically let people know the phone call is being recorded for outbound calls? Answer: Unfortunately, there isn't an option to automatically inform call recipients for outbound calls. Agents will have to inform the callees themselves, or you can disable the recording of outgoing calls instead as described in this article https://suppor...

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