Contact Center

Nextiva Contact Center and Call Center Guides

Access guides for the Nextiva Contact Center and Call Center

NCC - Agent Bandwidth & Computer Requirements

Requirements for both an agent's computer and the network they are using for the Nextiva Contact Center.

Nextiva Contact Center: Campaigns

Create and modify campaigns used to control the routing of workitems within the Nextiva Contact Center.

Nextiva Contact Center Landing Page

Landing Page for all NCC articles

Nextiva Contact Center: Logging in

Steps to log in to the Nextiva Contact Center

Nextiva Contact Center: Queues

Use queues to hold interactions waiting to be answered.

Nextiva Contact Center: Recordings

Search, listen to, and view transcriptions of recordings in the Nextiva Contact Center.

NCC - Troubleshooting Tips

Simple steps that can be taken to address common issues within Nextiva Contact Center

Nextiva Contact Center: Creating Users

Walkthrough of how administrators can create users in Nextiva Contact Center.

Nextiva Contact Center: Tenant

Manage settings for your entire Nextiva Contact Center account.

Nextiva Contact Center: User Profiles

Define the permissions of users in Nextiva Contact Center.

Nextiva Contact Center: User Status

Manage your status un the Nextiva Contact Center.

Nextiva Contact Center: Reports

Create and run reports on your agents, queues, and campaigns in the Nextiva Contact Center.

Nextiva Contact Center: Workflows

Create and manage workflows in Nextiva Contact Center.

Nextiva Contact Center: Blocked Numbers

Block unwanted callers or messages using the blocked numbers tool in Nextiva Contact Center.

Nextiva Contact Center: Skills

Creat and manage the skills used for skill-based routing of workitems in Nextiva Contact Center.

Nextiva Contact Center: Contacts

Create and manage contacts within the Nextiva Contact Center.

Nextiva Contact Center: User Interface

Understand how the user interface works within the Nextiva Contact Center.

Nextiva Contact Center: User Dashboard

Track real-time user status on the user dashboard.

Nextiva Contact Center: Dispositions

Track the outcome of a workitem using dispositions.

Nextiva Contact Center: Phone Workitems

Information about phone workitems in Nextiva Contact Center.

Nextiva Contact Center: Queues Dashboard

View live information about the Queues in Nextiva Contact Center.

Nextiva Contact Center - User Settings

Manage the settings available to users with the Nextiva Contact Center.

Nextiva Contact Center: Temporary DNC

Setup contact consent records that have an expiry date.

Nextiva Contact Center: Prompts

Create and upload new prompts, including viewing and listening to existing prompts.

Nextiva Contact Center: Salesforce Lightning Integration

Link Nextiva Contact Center with Salesforce Lightning and configure the CTI.

Nextiva Contact Center: Dashboards

View live information about agent, queues, workitems, and campaigns in Nextiva Contact Center.

Nextiva Contact Center: Time Events

Configure events for business hours, holiday closures, or recurring tasks using time events.

Nextiva Contact Center: Creating a status

Create and manage status to track what agents are working on in Nextiva Contact Center.

Nextiva Contact Center: Business Events

Create and manage business events, allowing multiple time events to be used in a single check.

Nextiva Contact Center: SIP Credentials

Manage SIP credentials to register a SIP device to a user's phone.

Nextiva Contact Center: Email Accounts

Create and manage email accounts to allow Nextiva Contact Center to pick and route email via workitems.

Nextiva Contact Center: Dial Plans

Create and manage dial plans to configure outbound dialing.

Nextiva Contact Center: Agent Reports

Create and manage agent reports in Nextiva Contact Center

Nextiva Contact Center: Campaign Dashboard

View live data about your active campaigns in Nextiva Contact Center.

Nextiva Contact Center: Workitem Dashboard

Track active workitems across your campaigns through the workitem dashboard.

Nextiva Contact Center - Setting Up Compliance Recording

Nextiva Contact Center: Queue Reports

Obtain information about volume in your queues in Nextiva Contact Center.

Nextiva Contact Center: User Surveys

Track user input or provide a script for a user with surveys.

Nextiva Contact Center - Integration FAQs

Frequently asked questions about the supported integrations for the Nextiva Contact Center platform.

Nextiva Contact Center: Outbound Reports

View detailed information about your outbound campaigns.

Nextiva Contact Center - Select an Outbound Number for Calling or Texting

Select an outbound phone number when placing outbound calls or sending SMS messages to customers.

Nextiva Contact Center: Campaign Reports

Obtain detailed information about campaign performance in Nextiva Contact Center.

Nextiva Contact Center: Accounts

Create and modify accounts within the Nextiva Contact Center.

Nextiva Contact Center: Creating Campaign Addresses

Route inbound workitems to the correct campaign in Nextiva Contact Center.

Nextiva Contact Center: Creating Dashboards

Create dashboards in Nextiva Contact Center.

Nextiva Contact Center: Workitem History

Locate and review workitem data in the Nextiva Contact Center.

Nextiva Contact Center: Audit Log

Track changes made in the system through the Nextiva Contact Center audit log.

Nextiva Contact Center: Customer Call Details Report

VIew details about each interaction in your contact center.

Nextiva Contact Center: Abandon Detail Report

See information about abandoned calls from queues in the Nextiva Contact Center.

Bulk Upload contacts into the Nextiva Contact Center

Learn how to bulk import contacts into Nextiva Contact Center (NCC) using the Load Objects tool, including CSV setup, field mapping, and upload steps.

Nextiva Contact Center: Survey Reports

Visualize survey responses to understand customer sentiment and improve service.

Nextiva Contact Center: Outbound Lists Dashboard

View active outbound lists, monitor leads, track call outcomes and manage callbacks.

NCC - WhatsApp Integration

Integrate your WhatsApp phone numbers with the Nextiva Contact Center

Nextiva Contact Center: Right Party Contact (RPC)

Keep contact information to ensure you reach out to the right party each time in Nextiva Contact Center.

Nextiva Contact Center: Campaign Goals

Define the workitems a user is supposed to handle in a 24 hour period.

Nextiva Contact Center: Error Report

Track errors for back-end operations on Google cloud using the Nextiva Contact Center error report.

Nextiva Contact Center - Release Notes - Oct 23, 2025

Release notes for the release of Nextiva Contact Center's update on Oct 23, 2025

Nextiva Contact Center: Consent

Track the contact permission a customer gives to be contacted.

Nextiva Contact Center: Allowed IP Addresses

Restrict admin access to specific IP addresses

Nextiva Chrome Extension - Getting Started

Walk through how to install and set up the Nextiva Chrome Extension

Nextiva Contact Center - Release Notes - Nov 24, 2025

Release notes for the Nextiva Contact Center update on November 24, 2025

Nextiva Contact Center: Callbacks

Track callback request information as a supervisor in Nextiva Contact Center.

Nextiva Contact Center - Multi-Screen Recording

Enable multi-screen recording at the user and user profile levels within the Nextiva Contact Center

Nextiva Contact Center: Authorizing SIP Domains

Enable or modify SIP Domains to send and receive SIP traffic.

Nextiva Contact Center: Security

Configure rules for passwords, lockout timers, and failed attempts for users logging into Nextiva Contact Center

Nextiva Contact Center: Authorities

Define the permissions given to a user in Nextiva Contact Center using Authorities.

NCC - Create Reports

Create and schedule reports to be sent within the Nextiva Contact Center

Nextiva Contact Center: Templates

Create, edit, and use templates within the Nextiva Contact Center

Nextiva Contact Center: Transcription

Understanding transcription events in the transcription summary

NCC - Azure OAuth SSO Configuration

Configure SSO authorization for the Nextiva Contact Center within the Azure system.

Nextiva Contact Center: Admin Functions

How to create and manage functions in Nextiva Contact Center as an administrator.

Nextiva Contact Center: File Server

Link an outside file server to the Nextiva platform using SCP or SFTP.

Nextiva Chrome Extension - Call Controls

Manage phone calls through the Nextiva chrome extension

Nextiva Contact Center: Configuring Services

Configure integrations with 3rd party services for Nextiva Contact Center.

Nextiva Contact Center: Lists

Manage leads using the lists tool in Nextiva Contact Center.

Nextiva Contact Center: Field Mappings

Convert external object into Nextiva native objects.

Nextiva Contact Center: Endpoints

Configure the SIP or PSTN settings for users who are set to use Endpoints in the Nextiva Contact Center.

Nextiva Contact Center: Scorecards

Classify call topics and evaluate compliance in Nextiva Contact Center using scorecards.

Nextiva Contact Center: Area Code

Save specific phone prefixes for use in Nextiva.

Nextiva Contact Center: Region

Control when outbound calls can go based on regions.

Nextiva Contact Center - Usage Rates

Default usage-based charges for Nextiva Contact Center.

Nextiva Contact Center: ETL

Extract, Transform, and Load (ETL) data from multiple sources into a single location.

Nextiva Contact Center: Credentials List

Manage SIP phone credentials for users in Nextiva Contact Center.

Nextiva Contact Center: Outbound Hours

Configure the hours outbound campaigns can function.

Nextiva Contact Center: Load Objects

Load large amounts of data into Nextiva Contact Center.

Nextiva Contact Center: Google Looker

Create an embeded Looker Studio Report within Nextiva Contact Center.

Nextiva Contact Center: Theme

Customize the appearance of the Nextiva Contact Center application surveys.

Nextiva Contact Center: Google Script Data

Manage fields for the Google Looker report or widget.

Nextiva Contact Center: Group Numbers

Organize all numbers for a campaign in one place.

Nextiva Contact Center: Private Key

In the Nextiva platform, a Private Key is used to authenticate to a tenant file server. 

Nextiva Contact Center: No Recordings

Disable call recording to specific campaigns using no recordings.

Nextiva Contact Center - The Queue Data Component

Pull queue information during your workflow to allow you to route calls based on how busy a queue is.

Nextiva Contact Center - AWS S3 File Server Setup

Configure an Amazon AWS S3 file server to receive files from the NCC platform

Nextiva Contact Center: Business Messaging Registration

Steps to register your business numbers for text messaging through the 10DLC process.

Nextiva Contact Center: Google Script Connectors

Obtain data, define data fields, the data model and more with Google Script Connectors.

Nextiva Contact Center: Classifications

Associate keywords for searching inside transcriptions for scorecards using classifications in Nextiva Contact Center.

Nextiva Contact Center: Category Summaries

Train the Nextiva Contact Center AI classifier using category summaries to enable category sorting.

Nextiva Contact Center: Public Keys

Encrypt data going to a tenant file server using public keys.

Nextiva Contact Center: Authority Sets

Manage the permissions for a customized user profile.

Nextiva Contact Center: How to Create an SMS Outbound Campaign

This guide walks through the steps required to configure and launch an SMS outbound campaign in Nextiva Contact Center (NCC). It covers setting up field mapping, dispositions, consent/opt-in requirements, and phone number prerequisites.

Nextiva Contact Center: Zip/Postal Code

Nextiva Contact Center: Regex

Manage the structure of strings in Nextiva contact center using regular expressions (regex)

Nextiva Contact Center: Groups

Organize agents and assign them to predictive/progressive campaigns through groups.

Nextiva Contact Center: File

Upload PNGs and GIFs for use within Nextiva Contact Center.

Nextiva Contact Center: Filters

Create SQL filters that limit the number of leads the Nextiva Contact Center progressive dialer or automated dialing campaign reaches out to.

Nextiva Contact Center: Topics

Send messages to groups of internal users organized by topics.

Nextiva Contact Center: Music Library

Store .mp3 or .wav files for use as queue music in Nextiva Contact Center.

Nextiva Contact Center: Creating Categories

Create categories to better group and sort workitems.

Nextiva Contact Center - Gmail OAuth2 Configuration

Link your Gmail account with your Nextiva Contact Center.

Nextiva Contact Center: Entities

Control the importance of a workitem through Google Natural Language service and Nextiva Contact Center entities.

Nextiva Contact Center - Release Notes - Oct 28, 2025

Release notes for the release of Nextiva Contact Center's update on Oct 28, 2025

Nextiva Contact Center - Google OAuth SSO Configuration

Nextiva Contact Center: E911 Setup

Steps to configure an E911 address within the Nextiva Contact Center

Nextiva Contact Center - Release Notes - Dec 12, 2025

Release notes for the release of Nextiva Contact Center's update on Dec 12, 2025

Nextiva Chrome Extension - ACD Status

Control your presence and ACD status through the Nextiva Chrome extension.

Nextiva Contact Center - Release Notes - Nov 17, 2025

Release notes for the Nextiva Contact Center update on November 17, 2025

Nextiva Chrome Extension - User ACD Settings

Adjust your user settings to be able to accept ACD calls in the Nextiva Chrome Extension.

Nextiva Contact Center: Uploading Lists and Checking Metrics

Upload lists for outbound campaigns and check them against DNC or opt-in contacts.

Nextiva Contact Center - Release Notes - Nov 12, 2025

Release notes for the Nextiva Contact Center update on November 12, 2025

Nextiva Contact Center: Create Reports

Steps to create reports in Nextiva Contact Center.

Nextiva Contact Center: Simultaneous Campaign Login

Step-by-step instructions to enable simultaneous campaign logins, allowing team members to handle multiple campaigns at once.

Nextiva Contact Center - Recommended Windows Settings

Recommended settings to change within the Windows operating system to ensure quality calls within the Nextiva Contact Center client.

Nextiva Contact Center - Email Workitems

Manage email requests through NCC's email ACD system.

NCC - Renewing Tokens for Dialogflow

Steps to renew your NCC security token used by Dialogflow.

Nextiva Contact Center - Automatic User Creation via Single Sign-On (SSO)

Create users in your contact center environment via Single Sign-On instead of manual creation.

Advanced Contact Search — User Guide

User guide for advanced contact search in NCC