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Frequently Asked Questions

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Nextiva Call Center FAQs

Is there a difference between making a local call and a long distance call?

In most of our service plans, calls within the U.S. and Canada are covered in the plans with no extra cost. Please refer to your plan coverage information on the Nextiva Service Plan page.

Are all numbers portable to Nextiva's service?

Fortunately, 95% of all areas within the U.S. are covered. If your number is not able to be ported due to coverage, you will know instantly when speaking with one of our employees.

Do you provide service in Canada?

We currently are unable to support Canadian customers since E911 support is not available in Canada.

Do I need a phone line to use Nextiva's service?

In order to take advantage of Nextiva's great services you need a high speed internet connection such as DSL or Cable.

We do recommend having an additional phone line for emergency calls or in case your Internet is not working.

Can Nextiva be used with a dial-up modem

No. In order to take advantage of Nextiva's service you need a high-speed Internet connection such as DSL or Cable.

Does Call Center support multiple queues?

Yes, Call Center does support multiple queues.

When is the Call Center daily Status and Statistics report created?

The report is generated just after midnight on the AS. This is not configurable.

Does Call Center support Citrix?

The application supports the Citrix Presentation server versions 3 and 4 and operating in Terminal Services mode only.

What are Call Center service policies?

Caller Policies

  • VIP Calling: Agents can receive distinctive rings for VIP Customers.
  • White List: Pre-configured list of callers allowed in call center.
  • Black List: Pre-configured list of called not allowed in call center.
  • Anonymous Call Reject: ACD can reject anonymous calls.

Business Hours Policies

  • If queue wait time is high or calls are not answered after a pre-configured number of rings, then callers can be redirected to a Voice Attendant, higher priority queue, or voicemail.
  • If the queue has reached maximum capacity, calls can be queued to voicemail, auto attendant, or different call center location.

After Business Hour Policies

  • Night Service: Callers can be redirected to voicemail or another auto attendant.
  • For 24/7/365 global call centers, calls can be redirected to different business locations based on time of day.

Holiday Policies

  • Day-of-week or calendar-based routing.
  • During holidays, calls can be redirected to voicemail or a different location.

Emergency Services

  • Call Forwarding Always - reroute in emergency situations.

What are the service prerequisites for Call Center serivce?

Required:

  • Group Services:
    • Call Center
  • User Services:
    • Nextiva Agent Services. The Nextiva Agent is a basic user and should be assigned the following minimum user services:
      • Nextiva Agent
      • Basic Call Logs
      • Call Transfer
      • Call Waiting
      • Internal Calling Line ID Delivery
      • External Calling Line ID Delivery
      • Speed Dial 8
      • Speed Dial 100
      • Three-Way Calling
      • Voice Messaging User
      • The following additional services are also typical for the agent:
        • Anonymous Call Rejection
        • Authentication
        • Call Forwarding Always
        • Call Forwarding Busy
        • Call Forwarding No Answer
        • Call Return
        • Calling Line ID Delivery Blocking
        • Call Notify
        • Customer Originated Trace
        • Do Not Disturb
        • Enhanced Call Logs
        • Last Number Redial
    • Nextiva Supervisor Services - The Nextiva Supervisor is a premium user and should be assigned the following minimum user services:
      • Nextiva Supervisor
      • Basic Call Logs
      • Call Transfer
      • Call Waiting
      • Internal Calling Line ID Delivery
      • External Calling Line ID Delivery
      • Speed Dial 8
      • Speed Dial 100
      • Three-Way Calling
      • Voice Messaging User
      • Directed Call Pickup with Barge-In
      • The following additional services are also typical for the supervisor:
        • Anonymous Call Rejection
        • Authentication
        • Call Forwarding Always
        • Call Forwarding Busy
        • Call Forwarding No Answer
        • Call Return
        • Calling Line ID Delivery Blocking
        • Call Notify
        • Customer Originated Trace
        • Do Not Disturb
        • Enhanced Call Logs
        • Last Number Redial

Optional:

  • Group Services:
    • Auto Attendant
    • Voice Portal
    • Music/Video on Hold

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Contact an Amazing Service
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Learn how Nextiva Analytics gives you unprecedented insight into your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
See how you can provider smarter, better service with Nextiva IVR.



Contact an Amazing Service
Sales Expert
(800) 799-0600
See how you can provider smarter, better service with Nextiva IVR.