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One Net Manager help for administrators

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Call centres

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.

Changing call centre agent settings

You can join a user to a call centre and change their agent settings.

Read about changing call centre agent settings >

Adding and deleting call centres

Call centres are assigned phone numbers and perform user actions such as receiving and forwarding calls. They can be assigned call services, such as voicemail, and are managed in a similar way to normal users.

Read about adding and deleting a call centre >

Call centre settings

Some call centre settings are defined at the enterprise level, others for individual call centres.

Read about call centre enterprise settings >

Read about call centre settings >

When you set up a call centre, you select policies to determine how calls are distributed to agents and what happens in situations such as out of hours.

Read about call centre routing policies >

Read about call distribution policies >

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