NextOS Call Center: Setup Wizard

Ensure that at least one user has a call center license. For instructions on how to assign a license, click here.

NOTE: If a location has no licensed call center agents, the call center option will not be present. Also, if all users on a location have their call center license removed, all call centers on that location will be deleted; this is non-recoverable.
Access the call center by following the steps in Accessing Call Centers.
Click the Add Call Center Wizard button.
A new window will appear with the wizard.
Select the call center type to configure. The type of license the agents have will limit what type of call center you can build. For details about what features are included in your license type see Call Center/Call Queuing.
Fill out the call center profile information. The options below cover a Premium Call Center; not all call centers will have all these features. Any item marked with a * is required to create the call center.
- Call Center ID* - A unique ID for the call center; this must be unique across all of Nextiva.
- Name* - Name of the call center.
- Calling Line ID Last Name* - Last name for the internal caller-ID for the call center.
- Calling Line ID First Name* - First name for the internal caller-ID for the call center.
- Initial Password* - Password to access the call center reports from third-party tools such as Unity.
- Re-type Initial Password* - Confirm the password entered.
- Department - If using departments, set the department the call center should be in. Commonly left at None.
- Time Zone - Set the time zone for schedules applied to the call center. By default, it shares a time zone with the location it is built on.
- Routing Type - Choose how calls are prioritized when being routed to agents.
  - Priority Based - Routes to the first agent available using the ring pattern selected.
  - Skill Based - Allows agents to be sorted by skill level; agents with a higher skill level will receive calls before lower skill level agents. Skill levels range from 1 to 20, with 1 being the highest.
- Group Policy - Choose how calls ring agents' phones.
  - Circular - Routes calls in order through the agents assigned to the call center, starting where it left off last time.
  - Regular - Routes through in order through the agents assigned to the call center, starting with the first agent each time.
  - Simultaneous - Cannot be used with skill-based routing. Rings all available agents at the same time.
  - Uniform - Distributes calls to the agent who has been idle the longest. If using skill-based routing, it will account for skill level before idle time.
  - Weighted Call Distribution - Cannot be used with skill-based routing. Attempts to route calls based on percentages assigned to each agent.
- Bandwidth and QoS Settings - Skip this section entirely. Nextiva does not use or support these features.
- Call Center Settings
  - Queue Length - The number of calls the call queue will keep in line before overflowing.
  - Play ringing when offering call - Callers will hear ringing instead of music when the call is being offered to an agent.
  - Reset caller statistics upon entry to queue - If callers have been waiting on hold in other queues, the time they have already waited will be counted against this queue unless this box is checked.
  - Enable video support - Nextiva does not support video on hold.
  - Allow Callers to dial ____ to escape out of queue - If checked, callers can press a key to be routed out of the queue following the busy forwarding settings of the queue. By default, this attempts to route to the voicemail box of the queue.
- Reporting Settings
  - Enable Call Center External Reporting - Enable reporting on the call center. IF THIS IS NOT CHECKED, NO REPORTS CAN BE RUN ON THIS CALL CENTER.
- Agent Settings
  - Allow agents to join Call Centers - Allow agents to join or unjoin via a check box in their call center settings. Also controls if supervisors can join or unjoin agents from the supervisor dashboard.
  - Allow Call Waiting on agents - Allows calls to be offered to agents who are already on a call.
  - Enable calls to agents in wrap-up state - Allows calls to be offered to agents who are set to wrap-up.
  - Enable maximum ACD wrap-up timer - Set the maximum amount of time an agent can be in the wrap-up status. There is a system maximum limit of 2 minutes.
  - Automatically set agent state to ______ after call - Sets the agent to the selected ACD state after a call from this queue.
  - Automatically answer calls after waiting ___ seconds - Automatically answers a call on an agents primary device after ringing for a defined amount of time
Click Next.
If using premium call centers, you can define DNIS numbers. Each DNIS allows the call center to ring the same agents, but have different announcements. Each DNIS can have its own priority, allowing a VIP line within the same queue or ensuring internal transfers get answered before outside callers. DNIS can also be configured after the call center is built. See Call Center - Setup DNIS for more information.
- NOTE: You can click on the primary DNIS to set the primary extension for the call center.
Assign agents to the call center. If using skill-based routing, assign agents by skill level. Level 1 agents will receive calls before level 2 agents. Skill level is changed in the upper left-hand corner of the section and will only be visible when skill-based routing is being used.
Click Next. If using basic call queuing, click Finish.
Assign supervisors to the call center.
Click Next.
Assign agents to each supervisor. An agent can be assigned to multiple supervisors.
1. Select the Supervisor to assign agents to from the drop-down menu at the top of the page.
2. Search for and assign the agents for that supervisor.
3. Click the Apply button.
4. Return to step 1 and repeat for each supervisor.
Click Finish.
To configure music on hold and other call center announcements, click here.