Main menu
Administration
Setup
One Net Business onboarding journey
One Net Mobile onboarding journey
One Net Office onboarding journey
Downloads
Help & Support
Application help
One Net Feature Management Portal (users)
You are here: Home 
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
Share
Print
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
- Select Management > Company Features.
- In the Call Queue section, select View all.
The list of company numbers is displayed.
- Find the company number you want to activate a call queue for and select View More.
- Select Edit at the bottom of the page.
- Select Yes in the Call Queue state section to activate the call queue for the company number.
To deactivate a call queue
For administrators only
You can deactivate a call queue when it is no longer needed. When a call queue is deactivated, its settings are saved.
- Select Management > Company Features.
- In the Call Queue section, select View all.
The list of company numbers is displayed.
- Find the company number you want to deactivate a call queue for and select View More.
- Select Edit at the bottom of the page.
- Select No in the Call Queue state section to deactivate the call queue for the company number.
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.
To edit call queue settings
- Select Management > Company Features.
- In the Call Queue section, select View all.
The list of company numbers is displayed.
- Find the company number you want to manage call queue settings for and select View More.
- Select Edit at the bottom of the page.
Queue settings
|
Setting |
Description |
|---|---|
|
Queue name |
The name of the call queue displayed in One Net Operator Console. |
|
Queue holds up to |
Define the maximum number of calls queued. |
|
Calls will be queued for up to |
Define the maximum time a call is held in the queue. |
|
Between each answered call there will be |
Define the time between ending one call and answering another. |
|
Caller will be greeted with |
Select the welcome message played to callers. |
Repeatable announcement
|
Setting |
Description |
|---|---|
|
Is an announcement played while on hold? |
Select whether an announcement will be played to the callers waiting in the call queue. |
|
Play announcement |
Select the announcement played to the callers waiting in the call queue. |
|
Repeat it every |
Define the time before the announcement is repeated. |
Queue exit
|
Setting |
Description |
|---|---|
|
Is queue exit allowed for this queue? |
Select whether callers can choose to leave the call queue. |
|
If caller presses key |
Set the key that callers have to select to leave the queue. |
|
Call will be removed from queue and sent to |
Select what happens to calls removed from the call queue. You can select to forward calls either to a number from the phone book or to your voicemail. |
Call processing priority
|
Setting |
Description |
|---|---|
|
Are different priorities applied to this queue? |
Select whether the calls in the call queue receive different priority levels. |
|
A priority level will be applied to calls from |
Define which calls receive which priority level. You can assign priority levels to the following types of phone numbers:
|
Queue subscribers
|
Setting |
Description |
|---|---|
|
Address Book |
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. |
Can't find what you're looking for?
Did you find this article useful?
Yes
No
Thanks for your feedback.