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One Net Business Help & Support

One Net app help

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One Net app for call centre agents

Note

This feature is available only on Mac® and PC.

If you are a call centre agent, you can use the One Net app to view and subscribe to queues. Depending on your license, you can also receive call centre calls in your One Net app.

Viewing and joining call centre queues

To view your call centre queues

  1. Select A gear icon.
  2. From the drop-down list at the top, select Services.

    Your available queues are listed in the Queues section.

To join a call centre queue

  • From the drop-down next to the queue name, select In.

To leave a call centre queue

  • From the drop-down next to the queue name, select Out.

Receiving call centre calls

Depending on your license, you can receive your call centre calls in the One Net app. You can select an availability state that indicates if you are ready to receive calls.

State

Description

Log in You are logged in as a call centre agent but you are not ready to receive calls.
Available You are ready to receive calls.
Unavailable You won't receive calls.
Wrap up You are wrapping up after a call and aren't ready to receive calls.
Log out You are logged out as a call centre agent and can't receive calls.

To set an availability state

  1. Select A gear icon.
  2. Select Services.
  3. In the Queues section, from the drop-down, select an availability state.

With the One Net app, you can also answer call centre calls automatically.

To answer call centre calls automatically

  1. Select A gear icon.
  2. Select the drop-down list at the top and select Extensions.
  3. Select Auto-answer requests and then select Alway accept.

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Talk to the One Net Business administrator in your company. They understand your system best.

FAQs

See this section to find answers to your questions and solutions to any issues.

FAQs

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