Main > SCA Proc > Live Chat > Live Call Instructions

To enable Live Call to call your phone

To enable the system to call your home phone (or any other land or cell line) instead of using the VOIP system directly, follow the instructions below: From the Live Person screen

  • File > Settings > Phone tab
  • Phone configuration drop down menu: select PHONE
  • Check Custom Phone ID box
  • Enter your phone number with a 1 in front of it (14174516301)
  • Ensure the radio button is checked next to: No Desktop Integration
  • Click OK at the bottom

When a call comes in:

  • Take the call
  • The system will call the number you have put in (you can change the number as frequently as needed following the instructions above)
  • When you answer you will hear nothing
  • The system will immediately dial the customer and you will hear ringing
  • The customer answers, you can complete your call

If the customer does not answer: (added 6.16.10)

  • Leave a message if possible requesting they reschedule their call
  • Do not create a ticket in Footprints to request another call

If you receive a blocked call message: (added 6.21.11)

  • If we can't get through using Live Person and using a home landline, we can try emailing the customer if they have an email address in Assist. If they don't, we can leave a note [in Live call] and release the ticket.
  • Do not create a ticket in Footprints to request another call