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One Net Manager help for administrators

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Call centre routing policies

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.

You can define routing policies to control what happens to calls, for example, during out of office hours or if a call can't be queued because the queue is full.

Call centres come in two editions: the Call Centre Basic edition and the Call Centre Standard edition. Each edition has a different level of features included. Your organisation can have a mixture of editions, so that each person gets the edition they need for their role.


Updating different call centre editions

Different call centre editions have different features. If you can't see or can't change a call centre setting, it means that the feature is not enabled for the call centre edition that you're changing.

To change the routing policies for a call centre

For administrators only

  1. Select Standortdienste > Callcenter.
  2. Select a call centre from the list.

    The selected call centre is shown in Callcenter at the top of the screen. You can select other call centres from this list to change their settings.

  3. Select Callcenter-Optionen to change the settings described in the sections below.

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