Nextiva NEXT - Global Actions

Accessing Global Actions

Global Actions allows users to access frequently used channels of communication globally, regardless of what area of NEXT you are in. The phone dialer, voicemails, send SMS, set your status, and access to your My Settings area are all readily available.

1. Log in to NEXT via https://app.nextiva.io/lioncc/.

   • Your login information was emailed to you from no-reply@nextiva.com. This email is triggered when a user is created in NEXT.

2. Along the top right of the NEXT screen, along the Global Header, you will see the Global Actions icons. These include the phone dialer to make calls, voicemails, send a SMS, set your status and turn CX Mode on/off, along with your avatar, which includes access to your My Settings area. You will also see the Onboarding button in the header, which tracks your remaining onboarding steps.

   • These are always available across all screens within NEXT, always at the top of the application in the Global Header.

Calling

To learn more about the capabilities of the phone dialer and how to make calls, click here.

Voicemails

In the Global Actions area, you will see the option to view all recent voicemails and listen to unread voicemails, or see the voicemail transcript. You can also Globally return the call from the Voicemails window.

• Select the Voicemail icon in the Global Actions area, in the upper right corner of NEXT.

• A new window will appear. Your primary phone number is displayed in the upper right corner of the window. The All tab will display your recent voicemails and the Unread tab will show any voicemails that have not been listened to yet.

  • Any voicemails that are new will have a red dot next to them.

• Select any voicemail you want to listen to or view the transcript for. Select the blue play icon to listen to it, or the blue show button to see the transcription.

  • Once you expand the show menu, you can see the transcription. Select the blue hide button to minimize it.

• To call back a specific caller, select the gray phone icon to do the callback.

• Select the ellipses menu icon to see the View in conversation button. If you select it, it will redirect you to that conversation in My Inboxes. To learn more about My Inboxes and how to use it, click here.

• Once you have listened to and viewed a voicemail, the red dot will disappear from next to the voicemail icon in the Global Actions area and next to each individual voicemail. The voicemails will also disappear from the Unread tab.

Send an SMS

In the Global Actions area, you will see the option to send a text message. Select the SMS icon in the Global Actions area, in the upper right corner of NEXT. As of September 2025, international calling and texting are not available.

• Once you select it, a new window will appear to Send SMS

• In the Select contact field, you can type in a phone number, an email, or search for a saved contact in NEXT.

• The Select outbound number drop-down will default to your phone number. But if you are part of Shared Inbox(es) that have additional phone numbers, like the company phone number, you can select a different phone number to send your SMS from.

• Lastly, use the Type your message field to enter what you want to send.

• Select the blue Send button when you are ready to send it. Once the text is sent, you will see the Message sent pop up appear at the bottom of the screen. You can view your SMS history with that individual in My Inboxes. Click here to learn more about using My Inboxes.

Set Your Status & Turn On/off ACD

ACD (Automatic call distribution) options include Simple ACD and Advanced ACD (CX Mode). Set your status by selecting the options under My status.

Simple ACD

Simple ACD means CX Mode is not available. This is for customers with 20 lines or less. It will automatically dole out incoming customer queries if your status is set to Available. Learn more about receiving incoming customer queries, click here.

Advanced ACD - CX Mode

Advanced ACD includes CX Mode and is for customers with 21 lines or more. To turn CX Mode off or on to receive incoming customer queries, click here.

Presence Status

To set a custom status, type into the Status box. You can choose an emoji to add as well to help indicate your status.

Avatar & My Settings

To learn more about the My Settings area, which is underneath the Avatar icon, click here.