Call center

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Connecting a phone number

LiveAgent provides a call center solution that allows you to receive, answer, record, and log phone calls as tickets. The call center feature in LiveAgent works by connecting a number from a VoIP (Voice Over Internet Protocol) provider that supports SIP trunks. You need to buy a number from a chosen VoIP, LiveAgent does not provide or sell phone numbers. It is not possible to integrate a regular phone number that does not support SIP trunks. To add a new phone number to your LiveAgent account, ...

List of supported VOIP providers

You can find all available integrations with VoIP providers on the page https://www.liveagent.com/integrations/#voip-partners

Devices section

The Devices section found under Configuration->Call->Devices is used for connecting hardware or software phones and external phone numbers with LiveAgent (https://www.liveagent.com/). Only admins and owners of this account have access to this section. 1. Adding a SIP phone: To add a device click Create and you'll be asked to specify a number, this number is used for internal calls (https://www.liveagent.com/features/call-center/) between different devices, so you can go for example with...

Call Us buttons

If you wish to allow your customers or website visitors to establish PC-to-PC calls with your customer support crew directly on your website, then it's time to create and configure a Call Us button. PC-to-PC calls will only work if both agent and customer/visitor on the other end are using browsers that support WebRTC technology. List of supported browsers can be found here (https://support.liveagent.com/769412-WebRTC-support). Step 1: Navigate to Configuration>Call>Buttons and click on...

Video call - Creating video call buttons

Video call works just like regular Skype call (https://www.liveagent.com/call-center-software), so if you need a more personal way of communication with your customers, video chat comes in handy. On the other hand, LiveAgent's video chat is completely browser based and there is no need for any 3rd party application - just like your LiveAgent account. Video calls will only work if both agent and customer/visitor on the other end are using browsers that support WebRTC technology. List of supporte...

Internal call

In Liveagent, you can easily do an internal call to your fellow colleague/agent. You can do so by navigating from your agent panel dashboard and clicking on the green dot next to an agent name. Important note* = This is possible to do also without any SIP provider integrated in your Callcenter but only if you have cloud hosted account at *.ladesk.com (monthly payment).

Settings section

The Settings section found under Configuration > Call > Settings lets you define how the calls will behave in the application. Only admins have access to this section. Call routing lets you choose how the calls will be assigned to agents when there are multiple agents available to receive calls. - Random Assignment option randomly chooses one of the available agents while keeping an overall number of calls leveled. - Priority Assignment lets you define priorities for agents so yo...

Availability for call center service

Once you have your VoIP provider set up (https://support.liveagent.com/773213-Numbers-section) to work with LiveAgent and you have successfully connected your phone numbers, you are ready to start making outbound calls and receive incoming calls directly through the LiveAgent software. Each agent can enable/disable himself from receiving phone calls and choose if he wants to handle calls through the browser or use some external device (https://support.liveagent.com/332659-Devices-section) instea...

How to start a call from LiveAgent

If you want to create a completely new ticket with a call (https://www.liveagent.com/call-center-software), then you'd go to New->New call at the top of your agent panel in LiveAgent: Then in the To field you'd search for the contact you wish to call or you'd just write the phone number there and initiate the call: Now depending on the device you have chosen (https://support.liveagent.com/425651-Choosing-the-device-to-answer-the-calls) for answering phones, one of the following will hap...

Call recordings

LiveAgent can record your incoming, outgoing and internal calls and store the recordings in the call tickets. Recordings can be used for training, quality control, issue resolution or to meet legal and compliance requirements. This article explains how to turn call recording on or off, how to inform callers or ask for their consent, and how to delete recordings. In this article - [How to enable or disable call recordings](#enable-disable) - [Phone numbers](#phone-numbers) - [Letting callers d...

Call listening feature overview

The call listening feature authorizes users to silently listen to phone calls that are currently in progress. With this feature, supervisors or team leaders can coach new support agents, supervise escalations, or monitor the quality of calls. The user who is listening to a call can hear both the customer and the agent on the call in real time, while neither of them can hear the listening user. Listening to a call is available to users with the default admin or owner role, or to users with a cus...

Call transcription feature overview

The call transcription feature automatically converts [call recordings](https://support.liveagent.com/522147-Call-recordings) into text using [AI](https://support.liveagent.com/921534-AI). It automatically transcribes every new [call recording](https://support.liveagent.com/522147-Call-recordings) in the background, and the finished transcript is displayed in the ticket right below the recording. The transcription is managed by OpenAI's Whisper speech-to-text model. Note: To have access to the ...

How to transfer a call to another agent or department

When a customer calls you, the following call notification will start ringing in your LiveAgent panel. After a few moments of speaking with the customer, you may realize that you would need to pass the customer with his/her request/issue to another colleague or department. You are able to do it by using the Transfer (https://www.liveagent.com/features/call-transfers/) function. You can transfer calls that were made by calling any number connected (https://support.liveagent.com/773213-Numbe...

Blocking incoming calls

To block spam calls in LiveAgent, you can create a rule to automatically change your IVR (https://support.liveagent.com/062693-IVR) script which will always route identified spam callers to the offline section. To make the rule work correctly, you must define the exact spammer's phone number in the rule condition. Navigate to Configuration > Automation > Rules and create new a rule like below: - Trigger: incoming call started - Condition: from number > equals > number which y...

Using Call Center feature with soft phone clients & apps

Use case: LiveAgent & software phones clients & apps Disclaimer: Our Call Center (https://www.liveagent.com/call-center-software) goes beyond what is considered industry standard and deep & native integration with powerful ticketing make it truly unprecedented. However, please bear in mind that as of now, this exciting new feature set still sits in public beta stage. To eliminate possible complications, make the deployment process incremental and don’t hesitate to report every single bug or di...

Data/bandwidth usage for phone calls

If you have a limited internet data plan or slower internet connection, you may ask if you will be able to use the call feature in LiveAgent without an issue, or how long you can call, etc. For example, how many minutes can you be on a phone call with a 1GB data plan? Or, how much bandwidth do you need for phone calls? Bandwidth is not internet speed! It is the maximum volume of information that can be sent over a connection in a measured amount of time. If the question is about bandwidt...

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