Call Center - April 3, 2016

Note: This feature is only available if your Call Center is upgraded to version 1.3 of the Twilio API. Contact LiveOps support if you want to upgrade to version 1.3. As well, this feature only works with Phone Panel version 3.0.80 or higher.

If your instance of Call Center is using Twilio to make and receive voice calls, you can set the new Twilio Region agent attribute. Setting this attribute ensures that you use the Twilio data center that's closest to the region where your Call Center is located. This decreases delays and latency with voice calls.

How do I enable and use the attribute? Do the following:

1. Select Routing > Routing Attributes, and then click Add Attribute.
2. On the Attribute screen, enter information as shown below:
   
3. Click Save Changes.
4. Select User Accounts > Edit Users.
5. Find the user to whom you want to apply the attribute, and then click the Routing tab.
6. Find the Twilio Region attribute in the list, then add one of the following region IDs:

   Region ID	Location
   ie1	Ireland
   sg1	Singapore
   us1	US East Coast (Virginia)
   jp1	Japan
   au1	Australia
   br1	Brazil
   gll1	Twilio Global Low Latency routing. Use this automatically choose the data center with the lowest-latency connection.

7. Click Save Changes.