Logging into NextOS Visit nextiva.com, and click Login at the top right corner to access NextOS. From the NextOS home page, you can quickly...
Call center statistics Call center reporting allows administrators and call center supervisors to view the status and statistics of your Call Center’s activity....
Adding agents to a call center Adding agents to a call center allows users to accept incoming calls from the assigned call center queue. Before adding...
Uploading announcements for Call Centers Navigating to Call Center from NextOS (If purchased after Dec. 2020) Visit www.nextiva.com, and click Login. From the NextOS home...
Call Center routing adjustment: overflow Overflow adjusts call routing for callers in the queue by signaling a specified action after a certain time. If a...
Call center routing adjustment: bounced calls Bounced Calls occur when an Agent is delivered a call from one of the Queues they have joined, and the Agent...
Call Center routing adjustment: stranded calls This article focuses on the routing of stranded calls, which happens when all agents have signed out of the queue...
Call Center routing adjustment: night service Navigating to Call Center from NextOS (If purchased after Dec. 2020) Visit www.nextiva.com, and click Login. From the NextOS home...
Call Center routing adjustment: forced forwarding Navigating to Call Center from NextOS (If purchased after Dec. 2020) Visit www.nextiva.com, and click Login. From the NextOS home...
Setting up schedules Set up a schedule to route calls based on the day and time. For example, add lunch breaks and holidays,...
Setting up calling name and number Choose the image that looks most like your screen once logged in. The calling name and number is what is displayed...
Setting up music on hold Choose the image that looks most like your screen once logged in. Music on Hold allows you to upload an audio...
Call Center roles The Call Center is designed to support the requirements of multiple different users and the variety of roles they hold...
Setting up up barge in exempt Choose the image that looks most like your screen once logged in. olderversion The Barge-in Exempt feature directly relates to...
Using CommPilot Express Choose the image that looks most like your screen once logged in. olderversion From the Nextiva Voice Admin Dashboard, hover...
Setting Up Custom Music On Hold Choose the image that looks most like your screen once logged in. olderversion Customize and upload an audio file to...
How to Record an Auto Attendant Announcement Choose the image that looks most like your screen once logged in. Record announcements for the business hours and after-hours menu...
How to upload announcements to a location Choose the image that looks most like your screen once logged in. Uploading audio files to a Location’s announcement repository allows...
Accessing Nextiva Call Center configuration portal The Nextiva Call Center configuration portal is where you make adjustments to your Call Centers. You can access the Configuration...
How to create a basic call queue with the call center wizard The Call Center Wizard is a convenient way to set up a Call Center, guiding you through initial setup, call...
Creating a standard Call Center The Nextiva Call Center configuration portal is where you make adjustments to your Call Centers. You can access the Configuration...
How to create a premium call center with the call center wizard The Call Center Wizard is a convenient way to set up a Call Center, guiding you through initial setup, call...
Configuring call center thresholds Call Center Thresholds are a valuable tool for alerting management of unusual call volume occurring within a queue. An email...
Assigning supervisors to a Call Center Call Centers can have one or more supervisors who monitor the overall health of the Call Center. Supervisors may have...
Updating calling name and number settings Choose the image that looks most like your screen once logged in. olderversion Nextiva has many options available so you...