VCC Live®

The most frequently-asked questions we receive regarding call handling.

Table of Contents

• Can I customize the default IVR prompts and recordings?
• I cannot hear the other party and/or my microphone isn’t working
• Why the call starts automatically without the agent accepting the call?

Can I customize the default IVR prompts and recordings?

Yes, you can! The IVR Sound Library worksheet allows you to upload customized IVR sound sets. See IVR Sound Library.

I cannot hear the other party and/or my microphone isn’t working

• Try to unplug and then plug in your headset device back into your computer’s USB port or headphone jack.
  
• Make sure your Windows audio configuration is correct. See To Set up Your Headset.
• See if your headset device passes the echo test. See To Test a Headset Device in VCC Live® Desk.

Why the call starts automatically without the agent accepting the call?

The automatic answer function may be enabled. See To Enable or Disable Automatic Answer.