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-Center-...

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".

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: Yes, you need to enable call recordings for each call type separately in the panel. Please visit this link for detailed steps: https://support.liveagent.com/522147-Call-recordings. By following these steps, you can record and store all your incoming calls and voicemail messages in your LiveAgent account...

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.

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.

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. You can also send over the recordings in the MP3 for...

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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