LIVECALL CALL CENTER IMPLEMENTATION

Create a LiveCall account.
Implement the unique JavaScript code to your staging website (directly or using Google Tag Manager or a similar Tag Management System).
Define the phone number which will be used to answer LiveCall callback requests (most cases there’s one number for customer support and one for sales if applicable). It’s best to have LiveCall dedicated number(s) for data purity.
The number should be connected to a virtual queue - the call waits until any call center consultant is ready to talk and answers. This virtual queue is configured on your PBX.
It is best practice for IVR (input via a keypad) not to be implemented before creating a connection with a consultant. IVR costs extra to configure, takes a long time to test and provides a worse user experience for potential customers.
Call center integration. This allows the customer’s number to be displayed in the call centre operative dashboard.
LiveCall sends the customer its SIP TRUNK data (IP, username, password).
The customer registers the SIP TRUNK
The customer sends to LiveCall their IP address (from their call center settings). This is the IP address to where the calls should be sent.
LiveCall then registers the IP address as “secure” (whitelisted)
Call Centre number is configured on LiveCall, allowing for the Call center number to be displayed on customer’s phones.
LiveCall / the client then configures the working hours of the call center in the LC dashboard.
The widget is then deployed on the URLs that have the best potential and the widget’s behaviour is customized in the dashboard.
The LiveCall Widget’s design is then customized in line with the customer’s preferences. It is at this stage that further customization (if required) occurs.
The LiveCall widget is then tested.
Code is migrated and LiveCall launches!
Was this article helpful?
Cancel
Thank you!