3.1 Voxivo

Voxivo is Intake’s call management system. It controls the flow of calls to the team and all transactions are dealt with via this software. The following sections provide an overview of how Intake manages the calls they receive.

3.2 Advisor Status

Advisors are required to log in to Voxivo on arrival  and select the ‘available’ status. This should be their primary work status throughout their shift. 

If an advisor needs to make themselves unavailable, such as for training or taking a break, then they must select the proper work status. 

See also: Appendix 1 - Table of work statuses

3.3 Call Outcomes

At the end of each call, advisors will need to enter an ‘outcome’ on screen. This is done by clicking on the call bar in the agent view of Voxivo   

An advisor must select the appropriate outcome which best explains the reason for the last call. This is essential because the outcomes allow the creation of reports regarding the proportions of the types of calls received.

See also: Appendix 2 - List of Outcomes

3.4 Call Recording

Voxivo records all calls to and from Intake. Calls are retained in Voxivo for 30 days and are deleted automatically. 

See also:

• Section 11 – Information Security

• Retention & disposal of casework records policy