NextivaONE - Call Center ACD

Control ACD State

To control call center settings, you need either a Call Center Pro or Call Center Enterprise license assigned to your user.

1. Click the  icon in the upper right-hand corner of the application.
   
   
    
2. Select the desired ACD state and if applicable, the outbound number from the drop-down menu.
   
   
    
3. For more options, click the  icon to open the call center settings.
   
   

Join/Unjoin Call Centers

If your account is configured to allow agents to join and unjoin call centers, you can do that through the settings portal in the NextivaONE application.

1. Open call center settings by clicking the gear in the call center ACD window.
   
   
2. Use the toggle switches under the Join column to join or unjoin any queues.
   
   NOTE: If the option is faded, your administrator has blocked you from adjusting this option.
   
   
   
   
3. Changes are immediately applied.

Launch Agent or Supervisor Dashboard

If you have a license for the legacy Agent or Supervisor dashboard application, you can launch it from the call center settings.

1. Open call center settings by clicking the gear in the call center ACD window.
   
   
2. Click Launch Dashboard
   
   
   
   
3. The dashboard tool will launch in a new browser window.