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Adding and deleting call centres
Information for administrators
A call centre is a virtual user that queues calls and distributes them to agents according to the policy you assign to it. A call centre is created at site level, although the agents assigned to it can be from any site in the organisation. Some call centre settings are defined at the enterprise level so they can be used for call centres at all sites.
A call centre is created in a 'pending' state. When Vodafone has activated the call centre, it changes the state to 'Activated' and the call centre can receive calls.
You can't delete a call centre or modify its configuration settings until it is activated. However, you can assign users as agents and supervisors and configure any calling services you want to use with it.
For administrators only
To add a call centre
- Select Benutzer einrichten.
- Select Benutzer hinzufügen.
-
Select an available phone number.
This phone number may be the published number that customers call. Alternatively they may call another phone number, for example, a premium phone number, that is forwarded to this number.
Contact your One Net Business representative if you want additional phone numbers, called DNIS numbers, assigned to this queue.
- From the Lizenztyp list, select the type of call centre you want to create.
- Enter a name for the call centre.
-
From , select any call services you wish to add to the call centre.
Typically, for a call centre you should select Voice Messaging User (Unlimited), Redirection number and all the call forwarding options.
- Select Hinzufügen Callcenter.
The pending call centre appears in the list of users on the Benutzer einrichten page. When Vodafone has activated the call centre, it changes the state to 'Activated' and the call centre can receive calls.
You need to choose settings for the call centre and assign agents and supervisors to it. You can do this while the call centre's state is pending.
For administrators only
You can change the call centre's phone number, name or assigned call services.
To change a call centre
- Select Benutzer einrichten.
- Find the call centre you want to change and select Bearbeiten.
For administrators only
You can delete a call centre when it is no longer needed. When a call centre has been deleted, the phone number becomes available immediately for reassignment.
To delete a call centre
- Select Benutzer einrichten.
- Find the call centre you want to delete and select Bearbeiten.
- Select Benutzer löschen and confirm that you understand the delete cannot be undone.
- Select Benutzer löschen.
