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Help & Support One Net Feature Management Portal help for administrators Call queues Managing call queues
Help & Support One Net Feature Management Portal help for administrators Call queues Managing call queues One Net Help & Support
One Net Feature Management Portal help for administrators
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Managing call queues
Information for administrators
A call queue is a way of putting calls made to a company number in order and distributing them to subscribed users. Call queues can perform user actions such as receiving and forwarding calls. Administrators can activate call queues for company numbers.
Activating and deactivating call queues
Are other features active?
You can't activate a call queue for a company number that has auto-attendant, call waiting or call conference features active. Deactivate these features for the company number before activating a call queue for it.
To activate a call queue
For administrators only
- From the Company Structure section in the side menu, select
Company numbers. The list of company numbers is displayed.
- Select a company number.
- From the Number features section in the side menu, select
Call management > Call Queue. - In the Feature status section, activate the call queue.
- Select Save.
To deactivate or delete a call queue
For administrators only
You can temporarily deactivate a call queue or delete it when it is no longer needed.
- When you deactivate a call queue, the company number becomes available to be reassigned but the call queue's settings are saved.
- When you delete a call queue, the company number becomes available to be reassigned.
To deactivate a call queue
- From the Company features section in the side menu, select
Call Queue. A list of call queues is displayed.
- Find the call queue you want to deactivate and select
. - In the Feature status section, deactivate the call queue.
- Select Save.
To delete a call queue
- From the Company features section in the side menu, select Call Queue.
A list of call queues is displayed.
- Find the call queue you want to delete and select
. - Select Delete.
Managing call queue settings
As an administrator, you can configure call queue settings such as the number of calls that can be queued, the users subscribed to the queue and the announcement played to callers. You can also manage call queues in a similar way to managing normal users, for example, you can lock features for call queues.
Users subscribed to a call queue can answer calls from the queue in One Net Operator Console. As an administrator, you can configure One Net Operator Console settings for call queues, such as call processing priority and what happens when the call isn't answered.
To edit call queue settings
- From the Company features section in the side menu, select Call Queue.
A list of call queues is displayed.
- Find the call queue you want to manage settings for and select .
- Edit the call queue settings.
Basic configuration
|
Features |
Description |
|---|---|
|
Calls will be identified |
The name of the call queue displayed in One Net Operator Console. |
|
Calls in queue |
Define the following:
|
|
If the calls aren't answered |
Define what happens to the call when it's not answered. |
Announcements
|
Features |
Description |
|---|---|
|
When a call enters a queue, a greeting announcement is played |
Select which announcement plays to the callers waiting in the call queue. |
|
While the call on hold |
Select whether an announcement will be played to the callers waiting in the call queue. |
|
Set repetition interval (mm:ss) |
Define the time before the announcement is repeated. |
Call priority
|
Features |
Description |
|---|---|
|
Apply different priorities to calls in this queue |
Select whether the calls in the call queue receive different priority levels. |
|
Add rule |
Define which calls receive which priority level. You can assign priority levels to the following types of phone numbers:
|
Subscribers
|
Features |
Description |
|---|---|
|
Add subscribers to the queue |
Select which users are subscribed to the call queue and answer the calls. |
|
Mandatory |
Make answering the calls from the call queue mandatory for the user. |
Advanced (One Net Operator Console settings)
On the Advanced tab, you can change One Net Operator Console settings for call queues.
|
Features |
Description |
|---|---|
|
Subscribers can logout before last queued call is answered |
Define whether users can log out of One Net Operator Console before all calls in the queue are answered. |
|
In case no subscriber is available |
Select whether an announcement plays to the callers waiting in the call queue when users are unavailable. |
|
If no subscriber is available |
Select what happens to the call when none of the subscribed users are logged in to One Net Operator Console. You can select to forward calls either to a number from the phone book or to your voicemail. |
|
Waiting time for each call on queue |
Define the maximum waiting time for calls in the queue when users are not available. |
|
Apply different priorities to calls in this queue |
Select whether the calls in the call queue receive different priority levels when users are unavailable. |
|
Add rule |
Define which calls receive which priority level when users are unavailable. You can assign priority levels to the following types of phone numbers:
|
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